Senior Technical Customer Success Manager – Cloud Resilience & Disaster Recovery Specialist – Championing Enterprise Adoption & Innovation at brighthush
About brighthush
brighthush is a trailblazer in the cloud resilience arena, redefining how modern enterprises protect their most critical workloads. In an age where outages, ransomware, and human error can cripple operations, our next‑generation, application‑aware platform delivers full‑stack recovery for AWS and Azure environments in under an hour. We serve high‑stakes customers across healthcare, financial services, SaaS, and other industries that simply cannot afford downtime. With a fresh $15 M Series A round, brighthush is accelerating into new clouds, expanding our product roadmap, and building a team that will shape the future of cloud disaster recovery.
Why This Role Is More Than a Job
When you join brighthush, you’re not just filling a position—you’re becoming a key architect of a company that is poised to change the way enterprises think about resilience. Your work will directly influence product direction, customer success strategies, and the growth trajectory of a fast‑moving, early‑stage startup. If you thrive in an environment where ownership, speed, and impact are rewarded, you’ll find brighthush an exhilarating place to grow.
Role Overview
As a Senior Technical Customer Success Manager at brighthush, you will be the trusted partner for our largest enterprise customers throughout their entire lifecycle. You’ll collaborate closely with our Solution Engineering team to orchestrate seamless implementations, drive adoption, and ensure that every customer can recover their applications when it matters most. Reporting to the Head of Customer Success, you’ll own the customer health scorecard, lead quarterly business reviews, and act as the voice of the customer in product and engineering discussions.
Key Responsibilities
- Implementation Leadership: Own the end‑to‑end onboarding journey, from discovery to production cut‑over, using proven customer success frameworks to accelerate time‑to‑value.
- Health & Adoption Monitoring: Continuously track usage metrics, health indicators, and risk flags to proactively surface opportunities for optimization and expansion.
- Quarterly Business Reviews (QBRs): Lead data‑driven QBRs that showcase product ROI, share strategic insights, and secure renewals and upsell opportunities.
- Issue Escalation & Resolution: Partner with engineering to triage technical incidents, ensuring rapid, transparent communication and timely resolution for customers.
- Customer Advocacy: Capture and prioritize customer feedback, translating it into actionable product enhancements and roadmap items.
- Cross‑Functional Collaboration: Work with Sales, Product, Engineering, and Marketing to align on customer success metrics, feature releases, and go‑to‑market strategies.
- Process & Tool Optimization: Continuously refine onboarding playbooks, health dashboards, and automation scripts to improve efficiency and consistency across the team.
Essential Qualifications
- 7+ years of experience in a technical, customer‑facing role such as Customer Success, Account Management, or Technical Support.
- Proficiency with CSM platforms (Salesforce, HubSpot, Intercom) and ticketing systems (Jira, Zendesk).
- Deep understanding of AWS and/or Azure services, cloud networking, and disaster recovery concepts.
- Exceptional communication skills—able to translate complex technical details into clear, actionable insights for executives and technical stakeholders alike.
- Strong analytical mindset with a keen eye for detail and the ability to see the bigger picture.
- Proven problem‑solving aptitude and a passion for continuous learning.
- Experience working in a high‑growth, early‑stage startup environment.
- AWS Certified Cloud Practitioner or Azure Fundamentals (AZ‑900) certification, or a commitment to obtain one within 90 days.
Preferred Qualifications
- Hands‑on experience with cloud‑native disaster recovery or backup solutions.
- Background in SaaS product management or technical pre‑sales.
- Experience leading cross‑functional initiatives that drive customer success metrics.
- Knowledge of compliance frameworks relevant to healthcare and financial services (HIPAA, PCI, SOC).
What You’ll Bring to the Team
We’re looking for a customer‑centric leader who can blend technical expertise with strategic vision. You’ll be a proactive problem solver, a data‑driven decision maker, and a natural collaborator who thrives in a fast‑paced, startup culture. Your ability to build trust with C‑level executives and technical teams alike will be critical to driving adoption, retention, and expansion.
Career Growth & Learning Opportunities
At brighthush, your career path is as dynamic as our product. You’ll have the chance to:
- Shape the customer success strategy for a rapidly scaling SaaS company.
- Influence product development through direct customer feedback loops.
- Lead cross‑functional initiatives that span Sales, Product, Engineering, and Marketing.
- Earn equity and participate in a high‑growth equity program.
- Attend industry conferences, workshops, and training sessions to stay ahead of cloud resilience trends.
Work Environment & Culture
brighthush is built on a foundation of ownership, speed, and transparency. We value:
- Outcome‑First Mindset: Success is measured by the customer’s ability to recover their applications, not by the number of tickets closed.
- Fast & Candid Communication: We provide honest, timely feedback—both to customers and within the team.
- Collaborative Spirit: Small, cross‑functional teams work together to solve problems and celebrate wins.
- Continuous Learning: We invest in professional development, certifications, and knowledge sharing.
- Work‑Life Balance: Unlimited PTO, remote flexibility, and a supportive culture that respects personal commitments.
Compensation & Benefits
We offer a competitive base salary, equity, and a comprehensive benefits package designed to support you and your family:
- Full coverage of personal medical premiums, 100% life insurance premium, and 75% vision/dental coverage.
- 75% coverage for dependents’ medical, dental, and vision premiums.
- Home office stipend of $125 for fully remote employees, or $250 for a company‑subsidized co‑working membership.
- Unlimited paid time off (PTO) to recharge and pursue personal interests.
- Access to cutting‑edge cloud technologies and a chance to work with industry leaders.
- Equity participation in a high‑growth startup.
Join Us
If you’re ready to take ownership of customer success in a high‑impact, fast‑moving environment, and you want to help shape the future of cloud resiliency, brighthush invites you to apply. Bring your expertise, curiosity, and passion for customer outcomes, and together we’ll build a company that protects the world’s most critical applications.