Senior Strategic Cybersecurity Customer Success Manager – Remote – Champion Client Success, Drive Tangible Security Outcomes, Build Long‑Term Partnerships, Accelerate Business Growth at brighthush

Welcome to brighthush – Where Cyber Resilience Meets Business Growth

In an era where every click, transaction, and data exchange is a potential attack vector, brighthush stands at the forefront of turning cyber risk into a strategic advantage. We are a global, fully‑remote Managed Detection and Response (MDR) provider that blends cutting‑edge threat intelligence, advanced analytics, and human expertise to deliver measurable security outcomes for organizations of all sizes.

Our mission is simple yet ambitious: empower every client to protect their most valuable assets while unlocking growth, compliance, and market confidence. We believe that security is not a cost center but a catalyst for innovation, customer trust, and sustainable profitability.

Why This Role Matters

As the Senior Strategic Cybersecurity Customer Success Manager, you will be the linchpin that transforms our MDR platform into a tangible competitive advantage for our clients. Your influence will shape how organizations detect, investigate, and remediate cyber incidents, safeguarding their reputation, compliance posture, and bottom line. By building trust‑based relationships, you will help brighthush maintain high retention rates, unlock upsell opportunities, and become the go‑to partner for security leaders worldwide.

Role Overview

This fully remote position offers the flexibility to work from anywhere, relocation support for those who wish to move, and the chance to shape the future of customer success in the cybersecurity industry. Your day‑to‑day work will span the entire customer lifecycle—from onboarding new accounts to securing renewals and driving expansion. You will partner with security teams, C‑suite executives, and technical stakeholders to ensure that every client not only adopts our solutions but also realizes the full ROI of a proactive security posture.

Key Responsibilities

• Customer Onboarding & Adoption: Lead the seamless transition from sales to post‑sale, ensuring rapid time‑to‑value for new clients through structured onboarding playbooks, hands‑on configuration support, and early value milestones.
• Strategic Success Planning: Craft and execute customized success plans that align with each customer’s security objectives, risk appetite, and business KPIs, revisiting them quarterly to reflect evolving priorities.
• Proactive Engagement: Conduct regular business reviews, security health checks, and threat intelligence briefings to keep clients informed, engaged, and empowered to make data‑driven decisions.
• Retention & Expansion: Identify upsell and cross‑sell opportunities by understanding evolving customer needs and showcasing the ROI of additional brighthush services, such as advanced threat hunting or compliance modules.
• Issue Escalation & Resolution: Serve as the primary point of contact for escalated incidents, coordinating with technical, product, and support teams to deliver swift, effective resolutions that minimize business impact.
• Data‑Driven Insights: Analyze customer usage metrics, incident trends, and satisfaction scores to drive continuous improvement in the MDR offering and inform product roadmap decisions.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a security thought leader and building brand credibility.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Engineering, and Marketing to relay customer feedback, influence roadmap decisions, and align go‑to‑market strategies.
• Documentation & Knowledge Sharing: Maintain accurate records of customer interactions, success plans, and post‑mortem analyses in the CRM and knowledge base, ensuring institutional memory and knowledge transfer.
• Continuous Process Improvement: Identify gaps in the customer journey, propose enhancements to playbooks, and champion best practices across the Customer Success organization.

Essential Qualifications

• Experience: Minimum of 3 years in a customer success, account management, or technical support role within the cybersecurity or IT security domain, with a proven track record of driving adoption and retention.
• Technical Acumen: Deep understanding of MDR concepts, SIEM, threat hunting, incident response, and security analytics, enabling you to translate technical details into business value.
• Analytical Skills: Ability to interpret security data, identify patterns, and translate findings into actionable business insights that influence strategy and ROI.
• Communication: Exceptional written and verbal communication skills, with the ability to explain complex security topics to both technical and non‑technical audiences, including C‑level executives.
• Relationship Building: Proven track record of building trust, managing expectations, and fostering long‑term partnerships with security teams and senior leadership.
• Self‑Motivation: Demonstrated ability to work independently in a remote environment, managing multiple priorities and meeting deadlines without constant supervision.
• Education: Bachelor’s degree in Computer Science, Information Security, Business Administration, or a related field (or equivalent experience).

Preferred Qualifications

• Experience with MDR platforms or managed security services, including hands‑on incident response.
• Certifications such as CISSP, CISM, CCSP, or equivalent security credentials.
• Knowledge of compliance frameworks (GDPR, HIPAA, PCI‑DSS, NIST) and the ability to translate them into actionable security controls.
• Previous experience in a SaaS or subscription‑based business model, with a strong understanding of renewal cycles and upsell dynamics.
• Fluency in multiple languages (English plus one additional language) to serve a global client base.

Core Skills & Competencies

• Strategic Thinking: Ability to align security initiatives with business objectives and articulate ROI to stakeholders.
• Project Management: Skilled at coordinating cross‑functional teams, setting milestones, and ensuring timely delivery of initiatives.
• Problem Solving: Strong analytical mindset with a knack for troubleshooting complex security incidents and providing actionable solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and exceeding client expectations at every touchpoint.
• Adaptability: Comfortable navigating a fast‑paced, evolving threat landscape and adjusting strategies accordingly.
• Data Literacy: Proficiency in using dashboards, reporting tools, and data visualization to drive insights and inform decisions.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the value you deliver to our clients. We offer:

• Structured mentorship programs with senior leaders in Customer Success, Product, and Engineering.
• Access to industry‑leading training, including certifications in MDR, incident response, and threat intelligence.
• Opportunities to lead cross‑functional initiatives, such as product roadmap workshops or customer advisory boards.
• Clear career pathways to Senior Customer Success Manager, Director of Customer Success, or Customer Experience Lead roles.
• Regular knowledge‑sharing sessions, hackathons, and security briefings to keep you at the forefront of the industry.
• Annual “Innovation Sprint” where teams can propose and prototype new features or processes that enhance customer value.

Work Environment & Culture at brighthush

We champion a culture of collaboration, transparency, and continuous improvement. Key highlights include:

• Fully remote, flexible work hours that respect work‑life balance and allow you to work from anywhere.
• Inclusive and diverse teams that celebrate different perspectives and foster innovation.
• Regular virtual town halls, team‑building events, and open‑door communication with leadership.
• Recognition programs that reward innovation, customer impact, and teamwork.
• Commitment to sustainability and corporate social responsibility initiatives that make a positive impact on the planet.
• Monthly “Wellness Wednesdays” featuring guided meditation, virtual fitness classes, and mental health resources.

Compensation & Benefits

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

• Base salary commensurate with market rates for cybersecurity customer success roles.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity or stock‑option plans to share in the company’s growth and long‑term success.
• Comprehensive health, dental, and vision insurance for you and your family.
• Generous paid time off, parental leave, and flexible vacation policies to support your well‑being.
• Professional development budget for conferences, courses, and certifications to keep your skills sharp.
• Wellness programs, including virtual fitness classes, mental health resources, and mindfulness sessions.
• Annual “Learning & Growth” stipend for books, online courses, or industry events.

How to Apply

If you are a customer‑first professional with a passion for cybersecurity and a proven ability to drive measurable outcomes, we want to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. Join brighthush and help shape the future of secure, resilient organizations worldwide.