Strategic Customer Success Manager – Enterprise SaaS & SAP Security Solutions (Remote – Americas)

About brighthush – Pioneering the Future of SAP Security

At brighthush, we are on a mission to redefine how the world’s largest enterprises protect their critical SAP environments. As a fast‑growing global software leader, brighthush delivers cutting‑edge, high‑impact SAP security solutions that stay one step ahead of ever‑evolving cyber threats. Our customers span Fortune‑500 corporations, multinational manufacturers, and complex supply‑chain networks that rely on SAP for their core business processes. By combining deep domain expertise with innovative technology, brighthush empowers organizations to safeguard their data, maintain compliance, and focus on growth.

Our culture is built on flat hierarchies, open communication, and a relentless focus on results. Whether you’re a seasoned professional or an emerging talent, your ideas are heard, your contributions matter, and your career path is yours to shape. Join a collaborative, international team where honesty, respect, helpfulness, and integrity are not just buzzwords but the foundation of everything we do.

Why This Role Matters

The Customer Success Manager at brighthush is the linchpin between our groundbreaking technology and the businesses that depend on it. You will be the trusted advisor who ensures customers extract maximum value from our solutions, drive adoption, and achieve measurable outcomes. Your success directly influences customer satisfaction, retention, renewal rates, and revenue expansion—making this a high‑impact, commercially focused position.

Key Responsibilities

Customer Success & Relationship Management

• Serve as the primary commercial point of contact for a portfolio of assigned enterprise customers, building strong, strategic relationships with C‑level and key stakeholder groups.
• Deeply understand each customer’s business objectives, pain points, and SAP landscape to tailor success plans that align technology with outcomes.
• Coordinate cross‑functional teams—including Support, Product, Engineering, and Professional Services—to ensure timely delivery of services, issue resolution, and proactive guidance.
• Lead regular business reviews, executive check‑ins, and health‑check meetings to reinforce value, capture feedback, and identify opportunities for continuous improvement.
• Maintain a comprehensive view of the customer journey, documenting milestones, risks, and success metrics in brighthush’s CRM system.

Renewals & Retention

• Own the end‑to‑end renewal lifecycle: develop pricing proposals, negotiate contract terms, and secure signatures while safeguarding profitability.
• Monitor customer health scores, usage analytics, and sentiment indicators to proactively flag churn risks.
• Design and execute retention strategies—such as executive sponsorship, value‑reinforcement workshops, and targeted training—to keep customers engaged and satisfied.
• Produce accurate renewal forecasts, pipeline reports, and account activity logs for senior leadership.

Account Growth & Adoption

• Identify upsell and cross‑sell opportunities by analyzing product usage patterns, emerging business needs, and roadmap releases.
• Partner with the Sales organization to develop joint account plans, present expansion proposals, and close growth deals.
• Drive product adoption through tailored onboarding programs, webinars, workshops, and on‑site training sessions.
• Collect and synthesize customer feedback, translating insights into actionable recommendations for Product Management and Engineering.
• Represent brighthush at customer meetings, industry conferences, and virtual events, positioning the company as a thought leader in SAP security.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or Renewals within SaaS, enterprise software, or technology‑focused environments.
• Demonstrated track record of managing complex contract renewals, commercial negotiations, and revenue retention for large‑scale accounts.
• Proven ability to build and nurture relationships with senior executives and technical stakeholders.
• Strong analytical mindset with the capacity to interpret usage data, health metrics, and financial forecasts.
• Exceptional communication, negotiation, and presentation skills, both written and verbal, in English.
• Self‑motivated, proactive, and comfortable thriving in a remote‑first setting while collaborating across time zones.
• Willingness to travel occasionally (up to 10% of the time) for on‑site customer engagements and industry events.

Preferred Qualifications & Nice‑to‑Have Experience

• Background in the SAP ecosystem, SAP security, or broader cybersecurity domains.
• Familiarity with enterprise IT architectures, B2B software procurement cycles, and large‑scale digital transformation initiatives.
• Experience managing multinational enterprise customers and working with distributed, international teams.
• Knowledge of cloud‑based security platforms, identity & access management, and threat detection technologies.

Core Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and create long‑term success plans.
• Problem Solving: Quickly diagnose issues, propose solutions, and coordinate resources to resolve challenges.
• Data‑Driven Decision Making: Leverage analytics tools to track adoption, health scores, and ROI for customers.
• Collaboration: Work seamlessly with Sales, Product, Engineering, and Support to deliver a unified customer experience.
• Adaptability: Thrive in a fast‑changing environment, adjusting priorities as new threats and product features emerge.
• Empathy & Customer Advocacy: Champion the customer’s voice within brighthush, ensuring their needs shape future innovations.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders in Customer Success and Product Management.
• Continuous learning pathways, including certifications in SaaS customer success, SAP security, and cybersecurity fundamentals.
• Opportunities to lead cross‑functional projects, such as new product launch enablement or global customer advocacy initiatives.
• Clear promotion tracks—from Senior Customer Success Manager to Team Lead, Director of Customer Success, and eventually VP‑level roles.
• Participation in internal hackathons, innovation labs, and knowledge‑sharing forums that encourage creative problem‑solving.

Work Environment & Culture at brighthush

We are a remote‑first organization with team members spread across the Americas. Our flexible work model allows you to design your day around peak productivity while staying aligned with US Eastern or Central Time Zone business hours. Key cultural pillars include:

• Flat Hierarchies: Every voice matters. Ideas are evaluated on merit, not seniority.
• Transparency: Open access to company metrics, product roadmaps, and strategic goals.
• Collaboration: Regular virtual coffee chats, team‑building events, and cross‑regional workshops foster a sense of belonging.
• Work‑Life Integration: We trust you to manage your schedule, emphasizing outcomes over hours logged.
• Diversity & Inclusion: brighthush is committed to building a workforce that reflects the global customers we serve.

Compensation, Perks & Benefits

While exact figures vary by country and local regulations, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior Customer Success roles in the Americas.
• Performance‑based bonuses tied to renewal rates, expansion revenue, and customer satisfaction scores.
• Comprehensive health, dental, and vision coverage (where applicable).
• Retirement savings plans or equivalent local benefits.
• Generous paid time off, parental leave, and mental‑health days.
• Professional development stipend for certifications, conferences, and online courses.
• Home‑office allowance to equip your remote workspace with ergonomic furniture and technology.
• Annual company‑wide virtual retreats and optional in‑person meet‑ups to strengthen global bonds.

Application Process & Next Steps

If you are passionate about helping enterprise customers unlock the full potential of SAP security solutions, thrive in a remote, high‑impact environment, and are ready to drive measurable business outcomes, we want to hear from you. To apply, click the link below and submit your resume, cover letter, and any relevant work samples.

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Equal Employment Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. Reasonable accommodations are available for candidates with disabilities throughout the recruitment process. Please contact us at [email protected] to request an accommodation.

Join brighthush – Shape the Future of Enterprise Security

At brighthush, your work directly influences the security posture of some of the world’s most critical enterprises. You will be part of a forward‑thinking team that values innovation, integrity, and impact. If you are ready to take ownership of customer success, drive growth, and grow your career alongside industry leaders, apply today and become a catalyst for secure, resilient SAP environments worldwide.