Senior Strategic Customer Success Manager – Remote – Driving Growth, Retention, and Compliance Excellence for a Premier SaaS Security & Compliance Platform at brighthush

About brighthush

brighthush is a trailblazer in the SaaS ecosystem, delivering next‑generation solutions that empower educational institutions, government agencies, and corporate partners to streamline compliance, fortify security, and unlock the full potential of their data. Our mission is simple yet powerful: to demystify complex regulatory landscapes and deliver measurable outcomes that drive real business value. With a global customer base spanning thousands of organizations, brighthush has earned a reputation for excellence, integrity, and an unwavering focus on customer‑centricity. Our platform is trusted by leaders who need to navigate FERPA, GDPR, HIPAA, and other critical frameworks while maintaining operational agility.

Why brighthush is the Place to Grow

At brighthush, we believe that our people are our greatest asset. We cultivate a culture of collaboration, continuous learning, and innovation, where every team member is empowered to make an impact. As a Senior Strategic Customer Success Manager, you will be at the forefront of our client relationships, shaping the future of education technology and compliance. You will work remotely from anywhere in the United States, enjoying flexibility while being part of a dynamic, high‑impact team that celebrates success, embraces change, and relentlessly pursues excellence. Our remote-first approach means you can build deep client connections without the constraints of a traditional office, all while enjoying the support of a fully integrated digital workplace.

Role Overview

The Senior Strategic Customer Success Manager is a pivotal role that blends deep industry knowledge with strategic advisory skills. You will serve as the trusted partner for our most strategic accounts, guiding them through every stage of their journey—from onboarding to renewal and expansion. Your insights will shape their strategic roadmap, drive measurable outcomes, and ensure that brighthush’s platform delivers tangible value. You will be the voice that translates complex compliance requirements into actionable, business‑driven solutions, while fostering a culture of continuous improvement and client advocacy. In this role, you will collaborate with cross‑functional teams, influence product development, and champion a client‑centric mindset that permeates every layer of the organization.

Key Responsibilities

• Client Lifecycle Ownership: Serve as the primary point of contact for a portfolio of high‑value clients, guiding them from onboarding through renewal and expansion. Own the entire customer journey, ensuring a seamless experience at every touchpoint.
• Strategic Advisory: Partner with clients as a trusted advisor to help them achieve compliance milestones, strengthen security postures, and maximize platform adoption. Your insights will shape their strategic roadmap and drive long‑term success.
• Outcome‑Driven Management: Define, track, and report on key performance indicators (KPIs) that demonstrate measurable value and ROI for each client. Translate data into actionable recommendations that influence business decisions.
• Cross‑Functional Coordination: Collaborate with Sales, Product, Engineering, and Support teams to ensure seamless delivery of services and timely resolution of issues. Bridge functional silos to elevate client satisfaction.
• Retention & Expansion: Identify upsell and cross‑sell opportunities, develop account plans, and work with the revenue team to secure renewals and expansions. Drive growth while maintaining a deep focus on client health.
• Client Advocacy: Gather and analyze client feedback, advocate for product enhancements, and contribute to the continuous improvement of our platform. Shape the future of brighthush through client‑centric insights.
• Compliance & Security Focus: Stay current on industry regulations (e.g., FERPA, GDPR, HIPAA) and guide clients through audits, risk assessments, and remediation plans. Help clients navigate complex compliance landscapes.
• Training & Enablement: Conduct workshops, webinars, and one‑on‑one coaching sessions to empower client teams to use the platform effectively. Drive adoption and reduce churn.
• Data‑Driven Insights: Leverage analytics tools to surface usage patterns, predict churn risks, and recommend proactive actions. Use data literacy to anticipate client needs.
• Documentation & Knowledge Sharing: Maintain accurate account records, create best‑practice guides, and contribute to the internal knowledge base. Serve as a resource for both clients and internal teams.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and client advisory councils, positioning the brand as a thought leader in compliance and security.
• Continuous Improvement: Identify process gaps and propose enhancements to the customer success workflow, ensuring scalability and efficiency as the client base grows.

Essential Qualifications

• 3–5 years of experience in Customer Success, Account Management, or a related client‑facing role within the SaaS industry.
• Bachelor’s degree in Business, Information Technology, or a related field.
• Strong understanding of compliance frameworks (FERPA, GDPR, HIPAA) and security best practices.
• Excellent communication skills, both written and verbal, with the ability to translate technical concepts for non‑technical audiences.
• Proficiency in CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
• Demonstrated ability to manage multiple accounts simultaneously while maintaining high service levels.
• Self‑motivated, results‑oriented, and comfortable working independently in a remote environment.
• Professional Certified Information Professional (PCIP) certification or commitment to obtain it within 12 months of hire.
• Experience with data analytics tools (e.g., Tableau, Power BI) and the ability to create actionable dashboards.
• Strong project management skills, with a track record of delivering complex initiatives on time and within budget.

Preferred Qualifications

• Experience working with educational institutions, government agencies, or large enterprises.
• Background in project management or consulting, with a track record of delivering complex initiatives on time and within budget.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) and ability to create actionable dashboards.
• Previous exposure to SaaS product launches, beta testing, or feature rollouts.
• Multilingual capabilities, especially in Spanish or French, to serve a diverse client base.
• Active participation in industry forums, webinars, or professional associations related to compliance and cybersecurity.
• Experience with customer success metrics and the ability to develop and refine success plans.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate client needs, and align solutions with business objectives.
• Relationship Building: Proven track record of cultivating trust and rapport with C‑level executives and technical stakeholders.
• Problem Solving: Strong analytical mindset, capable of diagnosing issues and crafting effective, scalable solutions.
• Project Management: Skilled at coordinating cross‑functional teams, setting timelines, and ensuring deliverables meet quality standards.
• Data Literacy: Comfortable interpreting metrics, generating insights, and presenting findings to stakeholders.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.
• Customer‑Obsessed: Passionate about delivering exceptional service and turning challenges into success stories.
• Communication Excellence: Articulate and persuasive, able to convey complex ideas to diverse audiences.
• Collaboration & Influence: Works effectively across departments, influencing product and engineering roadmaps.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Senior Strategic Customer Success Manager, you will have access to a wealth of learning resources and career‑advancement pathways:

• Structured onboarding and mentorship programs to accelerate your ramp‑up.
• Regular training sessions on product updates, industry trends, and compliance regulations.
• Opportunities to lead cross‑functional initiatives, such as product roadmap workshops or client advisory councils.
• Clear career pathways to senior Customer Success roles, Customer Success Leadership, or Product Management.
• Support for obtaining certifications (e.g., PCIP, PMP, CSCS) through tuition reimbursement and study resources.
• Participation in conferences, webinars, and industry events to expand your network and knowledge base.
• Access to a curated library of learning materials, including e‑learning modules, whitepapers, and case studies.
• Annual performance reviews that align personal goals with company objectives, ensuring transparent growth trajectories.

Work Environment & Culture

Our remote work model empowers you to balance professional and personal commitments while staying connected to a vibrant, collaborative team. You will enjoy:

• Weekly virtual team huddles and monthly all‑hands meetings to share wins and align on strategy.
• Access to a digital collaboration hub (Slack, Teams, Confluence) that keeps communication seamless.
• A culture that celebrates transparency, accountability, and continuous improvement.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion across all levels.
• Flexible scheduling to accommodate different time zones and personal responsibilities.
• Regular virtual social events, hackathons, and wellness challenges to foster camaraderie.
• Annual virtual retreats that bring the entire team together for strategy, learning, and celebration.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for remote SaaS Customer Success roles.
• Performance‑based bonuses tied to client satisfaction, renewal rates, and expansion revenue.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and holiday schedule.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health resources and virtual fitness classes.
• Technology stipend to support a productive home office setup.
• Employee referral program with attractive incentives.
• Access to a comprehensive employee assistance program (EAP) for personal and professional support.

How to Apply

If you are a proactive, client‑centric professional who thrives in a fast‑moving SaaS environment and is eager to make a tangible impact on our clients’ success, we want to hear from you. Submit your application through our careers portal or email your resume and cover letter to [email protected]. Let’s build the future of compliance and customer success together.

Join brighthush Today

Be part of a company that is redefining how organizations manage compliance, security, and platform adoption. As a Senior Strategic Customer Success Manager, you will play a pivotal role in shaping our clients’ journeys, driving measurable outcomes, and contributing to the growth of a forward‑thinking SaaS leader. Apply now and start your journey with brighthush—where your expertise meets purpose, and your career takes flight.