Senior Strategic Customer Success Manager – Remote, Global Customer Champion & Technical Advisor at brighthush

About brighthush

brighthush is a trailblazer in cloud‑based identity management, empowering businesses and government agencies worldwide to secure digital identities with confidence and agility. Since its founding in 2002, brighthush has grown into a global community of over 4,000 professionals, delivering innovative solutions that protect, authenticate, and streamline access to critical applications and data. Our mission is simple yet powerful: to make identity the foundation of secure, seamless digital experiences for every organization we serve.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. We champion diversity and inclusion through Employee Resource Groups, community outreach, and a flexible work environment that supports work‑life balance. Whether you’re a seasoned customer success veteran or a rising star eager to make an impact, brighthush offers the resources, mentorship, and growth pathways to help you thrive.

Position Overview

We are seeking a Senior Strategic Customer Success Manager to serve as the primary partner and technical advocate for our most strategic clients. This remote role, open to candidates across the United States, blends deep technical expertise with a customer‑centric mindset. You will be the voice of the customer within brighthush, driving adoption, mitigating risk, and ensuring that our solutions deliver measurable business value.

Key Responsibilities

• Incident Leadership: Act as the point of contact for high‑impact customer incidents, managing expectations, coordinating cross‑functional teams, and ensuring transparent communication until resolution.
• Data‑Driven Insight: Analyze support tickets, survey data, renewal patterns, and usage metrics to uncover technical trends, adoption gaps, and potential risks.
• Customer Advocacy: Champion customer needs within brighthush, translating feedback into product enhancements, process improvements, and strategic roadmap contributions.
• Adoption & Utilization Monitoring: Track usage trends across accounts, identify under‑utilized features, and recommend tailored adoption plans that align with business objectives.
• Proactive Guidance: Provide forward‑looking, feature‑centric guidance that helps customers maximize ROI from brighthush solutions, including identity governance, multi‑factor authentication, and single sign‑on.
• On‑Site Engagement: Travel to key customer sites as needed, and be available for after‑hours or weekend coverage to support critical incidents.
• Hands‑On Contribution: Dive into technical troubleshooting, architecture reviews, and solution design to demonstrate expertise and build trust.

Essential Qualifications

• Minimum of 4 years in Customer Success, Customer Experience, or a related field.
• Proven experience consulting and implementing cloud‑based IT systems, ideally in identity management or security.
• Strong technical aptitude: ability to quickly learn complex customer use cases and architectural requirements.
• Curiosity and proactive mindset: adept at uncovering adoption blockers and risk factors before they become critical.
• Hands‑on experience with CRM platforms such as Salesforce (SFDC) or Gainsight.
• Solid understanding of cloud solutions, including SaaS, IaaS, and PaaS models.

Preferred Qualifications

• Experience in a high‑growth SaaS environment with a focus on enterprise customers.
• Background in security or compliance domains (e.g., SOC 2, ISO 27001, GDPR).
• Certifications such as Certified Customer Success Manager (CCSM) or relevant cloud security credentials.
• Fluency in multiple languages or experience working with global teams.

Skills & Competencies

• Exceptional communication skills—both written and verbal—across technical and non‑technical audiences.
• Strategic thinking with the ability to translate customer goals into actionable plans.
• Strong analytical mindset: comfortable working with data to drive decisions.
• Project management proficiency, including stakeholder coordination and timeline ownership.
• Empathy and resilience: thriving in fast‑paced, high‑pressure environments while maintaining a customer‑first attitude.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As a Senior Strategic Customer Success Manager, you’ll:

• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Mentor junior team members, fostering a culture of knowledge sharing.
• Participate in executive‑level customer engagements, gaining exposure to senior leadership.
• Access continuous learning resources, including technical certifications, industry conferences, and internal knowledge hubs.
• Explore lateral moves into Product Management, Solutions Architecture, or Global Customer Success Leadership.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere in the U.S., with flexible hours that respect your personal commitments. We celebrate collaboration through:

• Weekly virtual town halls and product demos.
• Monthly hackathons and innovation challenges.
• Quarterly “Brighthush Retreats” that blend learning with team bonding.
• Employee Resource Groups that champion belonging across gender, ethnicity, veteran status, and more.
• Global volunteering initiatives that let you give back to communities worldwide.

Compensation, Perks & Benefits

While specific salary ranges are confidential, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Generous paid time off (PTO) and holiday schedule.
• Parental leave policies that support new parents.
• Progressive health, dental, and vision plans.
• Retirement savings plan with company match.
• Education reimbursement for relevant courses, certifications, and conferences.
• Commuter offset for employees working from specific locations.
• Access to wellness programs, mental health resources, and employee assistance programs.

H1B Sponsorship

brighthush has a history of sponsoring H1B visas for qualified talent. While sponsorship is not guaranteed for this role, we encourage qualified international candidates to apply.

How to Apply

Ready to make a difference for our customers and grow your career at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and customer success.

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Company Overview

brighthush delivers cloud‑based identity management solutions that help organizations protect, authenticate, and streamline access to critical applications and data. Founded in 2002, brighthush has become a trusted partner for businesses and government agencies worldwide, with a workforce of over 4,000 professionals dedicated to secure digital transformation.