Senior Technical Customer Success Manager – Cloud & Data Protection – Remote (United States)

About brighthush

brighthush is redefining the way enterprises safeguard their most valuable asset: data. Leveraging a modern, cloud‑native architecture, our platform delivers end‑to‑end protection, rapid recovery, and intelligent analytics—all without the legacy complexity that has traditionally plagued backup and disaster‑recovery solutions. We empower technology‑forward teams to focus on innovation, not on data protection headaches. At brighthush, we’re not just building a product; we’re building a movement toward a future where data is always safe, always available, and always actionable.

Why brighthush?

When you join brighthush, you become part of a hands‑on, ownership‑driven culture that prizes technical depth, continuous improvement, and real customer impact. We’re a fast‑growing, remote‑first company that values the ability to build from scratch, iterate quickly, and deliver measurable results. If you thrive in an environment where your work directly influences product direction, customer success, and company growth, brighthush is the place for you.

Role Overview

The Senior Technical Customer Success Manager (TCSM) is a deeply technical, hands‑on role that bridges the gap between our cutting‑edge platform and the complex environments of our enterprise customers. You will own the full customer lifecycle—from technical onboarding to adoption, expansion, and renewal—while acting as the primary technical advocate for a portfolio of high‑value accounts. Your expertise will accelerate time‑to‑value, uncover growth opportunities, and shape the future of our platform through customer‑centric feedback.

Key Responsibilities

• Technical Onboarding & Implementation – Lead end‑to‑end onboarding for new customers, including cloud environment setup, configuration, and deployment of lightweight technical solutions that demonstrate immediate value.
• Script & Automation Development – Design, build, and maintain scripts (Python, Bash, PowerShell) and Terraform modules that streamline deployment, monitoring, and troubleshooting.
• Customer Advocacy – Serve as the primary technical contact for a portfolio of enterprise accounts, ensuring their success and satisfaction across all touchpoints.
• Adoption & Expansion – Conduct regular check‑ins, Quarterly Business Reviews (QBRs), and executive reviews to drive adoption, surface risks, and identify upsell or cross‑sell opportunities.
• Issue Resolution – Collaborate with Support and Engineering to troubleshoot and resolve complex technical issues, ensuring rapid resolution and minimal impact on customer operations.
• Renewal & Forecasting – Own renewal processes, forecast revenue, and partner with Account Executives to secure contract renewals and expansion deals.
• Product Feedback Loop – Capture structured customer feedback and translate it into actionable insights for Product and Engineering teams.
• Process & Playbook Development – Contribute to the creation of scalable CS processes, playbooks, and documentation that elevate the overall customer experience.
• Cross‑Functional Collaboration – Work closely with Sales Engineering during pre‑sales and expansion cycles, ensuring technical alignment and customer readiness.
• Travel & On‑Site Visits – Travel occasionally to customer sites for high‑impact engagements, demos, or critical issue resolution.

Essential Qualifications

• 3+ years in a technical, customer‑facing role such as Technical Customer Success Manager, Technical Account Manager, Solutions Engineer, or similar.
• Hands‑on experience with cloud platforms (AWS, Azure, GCP) and comfort working directly in customer environments.
• Proficiency in scripting languages (Python, Bash, PowerShell) and infrastructure‑as‑code tools (Terraform).
• Experience supporting enterprise customers and navigating complex organizational structures.
• Background in data protection, backup, disaster recovery, analytics, or AI/ML infrastructure.
• Strong communication skills, capable of translating technical concepts to both technical and business stakeholders.
• Commercial mindset with a proven ability to drive renewal and expansion conversations.
• Willingness to travel occasionally for customer meetings and on‑site engagements.

Preferred Qualifications

• Experience with cloud‑native backup or data protection solutions.
• Familiarity with CRM and CS tools such as Salesforce and Gainsight.
• Track record of successful renewals and expansions.
• Startup experience and comfort building processes from scratch.

Skills & Competencies

• Technical Leadership – Ability to guide complex technical implementations and mentor junior team members.
• Problem Solving – Strong analytical skills to diagnose and resolve intricate technical challenges.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and building long‑term relationships.
• Strategic Thinking – Capacity to identify growth opportunities and align them with business objectives.
• Collaboration – Proven track record of working effectively across Sales, Product, Engineering, and Support.
• Adaptability – Comfortable operating in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by impact and learning. As a Senior TCSM, you will:

• Lead high‑visibility projects that shape the product roadmap.
• Mentor junior TCSMs and contribute to the development of internal training programs.
• Participate in cross‑functional leadership meetings, influencing strategy and execution.
• Access to continuous learning resources, including certifications in cloud platforms, data protection, and leadership development.
• Potential to transition into senior leadership roles such as Director of Customer Success or VP of Customer Experience.

Work Environment & Culture at brighthush

Our culture is built on four pillars: Ownership, Technical Excellence, Customer Obsession, and Continuous Improvement. We operate as a fully remote team, but we also value occasional in‑person collaboration and community building. You’ll find:

• Transparent communication channels and open‑door leadership.
• Flexible work hours that respect work‑life balance.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A collaborative environment where ideas are welcomed and experimentation is encouraged.
• Access to cutting‑edge tools and technologies that empower you to deliver best‑in‑class solutions.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and reward high performance:

• Base Salary: $150,000 – $200,000 (USD) depending on experience.
• Commission & Performance Bonuses: Structured to reward successful renewals, expansions, and customer satisfaction metrics.
• Equity: Stock options to share in the company’s long‑term success.
• 401(k) Plan with company match.
• Comprehensive health, dental, vision, and life insurance.
• Short‑term and long‑term disability coverage.
• Home‑office stipend and equipment reimbursement.
• Paid Time Off (PTO) + company holidays.
• Professional development stipend and conference travel support.

How to Apply

If you’re ready to take ownership of complex technical challenges, drive customer success at scale, and shape the future of data protection, we want to hear from you. Join brighthush and help us build a safer, smarter world of data.