Senior Technical Customer Success Manager – Enterprise SaaS Security Solutions & Strategic Account Growth

About brighthush

At brighthush, we are on a mission to redefine how organizations protect their digital assets in an increasingly complex cyber‑threat landscape. Our cutting‑edge security platform combines advanced threat detection, identity governance, and secure email protection into a single, cloud‑native solution that empowers security teams to act faster and smarter. With a rapidly expanding global customer base, brighthush has built a reputation for delivering not only technology but also an unparalleled customer experience that turns users into lifelong advocates.

We are a remote‑first organization with a vibrant hub in San Francisco, California, and a culture that celebrates curiosity, collaboration, and continuous learning. As we scale, we are looking for a seasoned leader who can champion our customers’ success, drive product adoption, and help shape the future of our Customer Success organization.

Why This Role Matters

The Senior Technical Customer Success Manager (Sr. TCSM) is the strategic bridge between brighthush and its most valuable enterprise accounts. You will own a portfolio of high‑impact customers, guiding them through onboarding, complex deployments, and long‑term expansion. Your technical expertise and relationship‑building skills will ensure that each customer extracts maximum value from our platform, ultimately becoming vocal champions who influence market perception and growth.

Key Responsibilities

Strategic Account Ownership

• Fully own a book of business comprising 12‑18 enterprise accounts, representing $2‑5 million in annual recurring revenue (ARR).
• Develop and execute detailed account plans that map each customer’s journey from initial adoption through expansion and renewal.
• Identify upsell and cross‑sell opportunities, collaborating with Sales to close expansion deals that align with the customer’s roadmap.

Technical Leadership & Product Adoption

• Lead end‑to‑end onboarding initiatives, including architecture design, configuration, and migration for complex security environments.
• Provide deep, product‑level technical guidance on cloud email security, Google Workspace, Microsoft 365, Single Sign‑On (SSO), and custom API integrations.
• Diagnose and resolve intricate technical challenges, leveraging SQL, scripting, and code‑level troubleshooting to ensure seamless deployments.
• Conduct regular, value‑focused Executive Business Reviews (EBRs) at least once per year, presenting usage analytics, ROI metrics, and strategic recommendations.

Customer Advocacy & Feedback Loop

• Act as the voice of the customer within brighthush, aggregating product feedback, translating it into actionable feature requests, and prioritizing enhancements with Product and Engineering teams.
• Communicate new feature releases, roadmap updates, and best‑practice guidance proactively, positioning brighthush as a trusted advisor.
• Manage escalations with urgency, coordinating cross‑functional resources to deliver timely resolutions and maintain high satisfaction scores.

Collaboration & Organizational Impact

• Partner closely with Engineering, Product Management, Support, and Sales to refine processes, improve the customer journey, and influence product direction.
• Contribute to the evolution of the Customer Success playbook by sharing insights, creating repeatable frameworks, and mentoring junior team members.
• Track key performance indicators (KPIs) such as Net Promoter Score (NPS), churn, expansion rate, and health scores, reporting trends to senior leadership.

Essential Qualifications

• Experience: Minimum 5 years in a post‑sales, implementation, or technical customer success role within SaaS, preferably in cybersecurity, identity management, or related domains.
• Technical Expertise: Proven mastery of security products, cloud email platforms (Google Workspace, Microsoft 365), SSO technologies, and hands‑on experience with SQL, scripting languages, or custom API integrations.
• Account Management Skills: Demonstrated ability to craft and execute comprehensive Success Plans that drive adoption, expansion, and renewal without micromanagement.
• Communication Excellence: Ability to translate complex technical concepts into clear, concise language for both technical and non‑technical stakeholders, across written, verbal, and asynchronous channels.
• Collaboration Mindset: Track record of working effectively with cross‑functional teams to solve problems and improve the overall customer experience.
• Growth Orientation: Comfortable thriving in ambiguous, fast‑changing environments; proactive in identifying gaps and proposing solutions.

Preferred Qualifications

• Background in cybersecurity certifications (CISSP, CISM, or similar) or relevant industry credentials.
• Experience with large‑scale enterprise deployments, including multi‑tenant environments and complex compliance requirements.
• Familiarity with product analytics tools (e.g., Gainsight, Totango) and CRM platforms such as Salesforce.
• History of mentoring or leading a team of Customer Success Managers or Technical Account Managers.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing detailed tactical plans.
• Problem Solving: Strong analytical mindset to diagnose issues quickly and propose effective solutions.
• Relationship Building: Empathy and credibility to earn trust at all levels of a customer organization, from technical staff to C‑suite executives.
• Project Management: Proficiency in managing timelines, resources, and deliverables for multi‑phase implementations.
• Data‑Driven Decision Making: Comfort using metrics and dashboards to guide actions and demonstrate impact.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a senior member of the Customer Success team, you will have direct exposure to senior leadership, influence product strategy, and shape the future of our success organization. Potential pathways include:

• Director of Customer Success – overseeing a larger portfolio of strategic accounts and leading a regional team.
• Product Management – leveraging deep customer insights to drive roadmap decisions.
• Customer Success Operations – designing scalable processes, analytics frameworks, and enablement programs.

We invest heavily in continuous learning: you will receive a yearly professional development budget, access to industry conferences, certifications, and internal training programs focused on security, SaaS, and leadership.

Work Environment & Culture at brighthush

brighthush embraces a remote‑first philosophy, allowing you to work from anywhere while staying connected through virtual collaboration tools and regular in‑person meet‑ups at our San Francisco hub. Our culture is built on:

• Transparency: Open communication channels, regular town halls, and clear visibility into company goals.
• Inclusivity: A commitment to diversity, equity, and inclusion where every voice is valued.
• Innovation: Encouragement to experiment, share ideas, and iterate quickly.
• Work‑Life Balance: Flexible schedules, generous PTO, and mental‑health resources.

Compensation, Perks & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $155,000 – $165,000 annually, commensurate with experience and expertise.
• Performance Bonus & Equity: Opportunity to earn additional cash bonuses and stock options aligned with company performance.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Retirement Savings: 401(k) plan with company match.
• Learning & Development: Annual education allowance, certification reimbursements, and access to a curated library of courses.
• Remote Work Support: Home office stipend, high‑speed internet reimbursement, and optional coworking space credits.
• Paid Time Off: Generous vacation policy, sick days, and company‑wide holidays.
• Community & Belonging: Employee resource groups, mentorship programs, and regular virtual social events.

Equal Opportunity Commitment

brighthush is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic.

Ready to Make an Impact?

If you are passionate about helping enterprise security teams succeed, thrive in a fast‑moving SaaS environment, and want to play a pivotal role in shaping the future of customer success at a high‑growth company, we want to hear from you. Join brighthush and become a catalyst for customer advocacy, product innovation, and sustainable growth.