Strategic Customer Success Manager – EMEA Mid‑Market Growth & Retention Specialist

About brighthush

brighthush is a global leader in identity security, empowering businesses and individuals to protect their digital lives with cutting‑edge password, secrets, and passkey management solutions. With a mission to make secure authentication simple, brighthush has built a reputation for innovation, reliability, and an unwavering commitment to user success. Our products are trusted by thousands of organizations worldwide, from startups to Fortune 500 enterprises, and we are expanding rapidly across the EMEA region.

At brighthush, we believe that technology should serve people, not the other way around. That philosophy drives everything we do—from product design to customer support—and it’s why we’re looking for a passionate, data‑driven Customer Success Manager to join our EMEA Mid‑Market team. If you thrive on building lasting relationships, turning insights into action, and helping customers unlock the full value of their security investments, we want to hear from you.

Why This Role Matters

Customer success is the linchpin of brighthush’s growth strategy. Our mid‑market customers—typically 50 to 500 employees—are at a critical stage where they need guidance to scale securely while staying cost‑effective. As the Customer Success Manager for this segment, you will be the trusted advisor who ensures these customers not only adopt our platform but also realize measurable business outcomes. Your work will directly influence churn rates, upsell opportunities, and the overall health of our EMEA portfolio.

Key Responsibilities

• Customer Journey Design & Execution – Map and optimize the entire customer lifecycle, from pre‑sale onboarding to renewal and expansion. Develop tailored playbooks that align with each customer’s maturity level and business objectives.
• Onboarding & Enablement – Lead the creation of onboarding procedures that accelerate time‑to‑value. Conduct workshops, create training materials, and collaborate with the Product and Engineering teams to ensure a seamless rollout.
• Health Monitoring & Proactive Support – Use data analytics to monitor customer health scores, identify at‑risk accounts, and implement proactive outreach strategies. Partner with Support to resolve escalations quickly and keep satisfaction high.
• Strategic Advisory – Serve as a trusted advisor to senior stakeholders in client organizations. Translate business goals into actionable security strategies, and present ROI insights that justify continued investment.
• Renewal & Expansion Management – Own the renewal process for mid‑market accounts, negotiating terms and identifying upsell or cross‑sell opportunities that align with customer needs.
• Feedback Loop & Product Advocacy – Capture customer feedback and champion it within brighthush. Work closely with Product Management to influence roadmap decisions that resonate with the mid‑market segment.
• Reporting & Analytics – Build dashboards and reports that track key metrics such as churn, NPS, adoption rates, and expansion revenue. Present findings to senior leadership and use insights to refine strategies.
• Team Collaboration – Collaborate with Sales, Marketing, and Technical teams to ensure a unified customer experience. Participate in cross‑functional projects and share best practices.

Essential Qualifications

• 5+ years of experience in customer success, account management, or a related role within the SaaS or cybersecurity industry.
• Proven track record of managing mid‑market accounts, with measurable success in reducing churn and driving expansion revenue.
• Strong analytical mindset: proficiency in using data to uncover trends, diagnose issues, and recommend solutions.
• Excellent communication skills in English, both written and verbal; additional European languages (e.g., German, French, Spanish) are a plus.
• Experience with customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
• Demonstrated ability to build relationships with C‑level executives and influence decision‑makers.
• Self‑motivated, highly organized, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Background in identity security, authentication, or related technology.
• Experience working in a global, distributed team across multiple time zones.
• Knowledge of EMEA market dynamics, regulatory requirements (GDPR, ISO 27001), and local business practices.
• Certifications such as Certified Customer Success Manager (CCSM) or Certified Information Systems Security Professional (CISSP).
• Fluency in additional languages spoken in the EMEA region.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Data‑Driven Decision Making – Comfortable turning numbers into actionable insights.
• Relationship Building – Skilled at cultivating trust with stakeholders at all levels.
• Problem Solving – Quick to diagnose issues and develop creative solutions.
• Project Management – Manage multiple initiatives simultaneously while meeting deadlines.
• Adaptability – Thrive in a dynamic environment where priorities can shift rapidly.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders in Customer Success and Product.
• Regular training sessions on the latest security trends, product updates, and customer success methodologies.
• Opportunities to lead cross‑functional projects that shape the future of our platform.
• Clear career pathways to senior Customer Success roles, Customer Success Leadership, or Product Management.
• Participation in industry conferences, webinars, and thought‑leadership events.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer impact. We value:

• Remote flexibility: work from anywhere in the United States while staying connected with a global team.
• Inclusive teamwork: diverse perspectives are celebrated and encouraged.
• Continuous feedback: regular check‑ins, performance reviews, and open channels for ideas.
• Innovation: a sandbox mentality that empowers employees to experiment and iterate.
• Community: volunteer days, hackathons, and social events that bring the team together.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for mid‑market Customer Success Managers.
• Performance‑based bonuses tied to customer health, renewal, and expansion metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off, including paid holidays and personal days.
• Professional development stipend and reimbursement for certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend to support a productive home‑office setup.

Ready to Make an Impact?

If you are a customer‑centric, data‑savvy professional who thrives on building lasting relationships and driving measurable outcomes, brighthush invites you to join our EMEA Mid‑Market Customer Success team. This role offers the chance to shape the future of identity security, influence product direction, and grow your career in a fast‑growing, mission‑driven company.

Apply today and help us empower businesses across the globe to secure their digital futures.