Introduction
Welcome to brighthush, a trailblazer in cloud‑native security and SaaS innovation that empowers organizations to protect their digital assets with agility, confidence, and measurable impact. Our mission is simple yet powerful: deliver next‑generation technology that keeps businesses safe, compliant, and productive in an ever‑evolving threat landscape. At brighthush, we believe that technology is only as effective as the people who use it, which is why we invest heavily in our customer success team to ensure every client extracts maximum value from our products.
We’re looking for a technically savvy, customer‑centric Senior Customer Success Engineer to join our growing team. In this role, you will be the bridge between engineering, product, and support teams and our customers, ensuring they not only adopt but thrive with brighthush solutions. Whether you’re based in Charlotte or working remotely from another location, we’re excited to welcome a self‑motivated professional who thrives in a fast‑paced, collaborative environment.
About brighthush
brighthush has rapidly become a trusted partner for Fortune 500 companies, mid‑market enterprises, and government agencies worldwide. Our portfolio includes:
- Zero‑Trust Network Access (ZTNA) – Secure remote access without the traditional VPN.
- Secure Web Gateway (SWG) – Protecting users from web‑based threats.
- Endpoint Detection & Response (EDR) – Real‑time visibility and automated remediation.
- Cloud Security Posture Management (CSPM) – Continuous compliance across multi‑cloud environments.
Our culture is built on innovation, transparency, and a relentless focus on customer success. We celebrate diversity, encourage continuous learning, and reward high performance with competitive compensation, equity, and a comprehensive benefits package.
Role Overview
As a Senior Customer Success Engineer at brighthush, you will be the primary technical advocate for our customers. Your day‑to‑day responsibilities will include:
- Designing and delivering customized onboarding and training programs that accelerate product adoption.
- Providing proactive, hands‑on support for deployment, configuration, and troubleshooting.
- Collaborating with product and engineering teams to translate customer feedback into actionable product enhancements.
- Building long‑term relationships with key stakeholders, ensuring their success and satisfaction.
- Driving measurable outcomes such as increased usage, reduced support tickets, and higher renewal rates.
Key Responsibilities
Customer Onboarding & Training
- Lead end‑to‑end onboarding for new customers, ensuring a smooth transition from sales to post‑sales.
- Develop and deliver engaging, role‑based training sessions (virtual or in‑person) that cover installation, configuration, and best practices.
- Create and maintain training materials, including slide decks, video tutorials, and knowledge‑base articles.
- Measure training effectiveness through surveys, quizzes, and adoption metrics, iterating content to improve learning outcomes.
Technical Support & Issue Resolution
- Act as the first line of technical support for complex customer issues, collaborating with support and R&D to achieve rapid resolution.
- Diagnose and troubleshoot deployment, integration, and performance problems across Windows, Linux, macOS, and cloud environments.
- Document root causes and resolution steps in the knowledge base for future reference.
- Escalate high‑impact incidents to engineering with clear, actionable context, ensuring timely fixes and customer communication.
Customer Engagement & Relationship Management
- Conduct regular business reviews and health checks to understand customer goals, challenges, and success metrics.
- Identify upsell and cross‑sell opportunities based on customer usage patterns and business objectives.
- Serve as a trusted advisor, providing strategic guidance on security best practices and technology roadmaps.
- Act as a customer advocate within brighthush, ensuring their voice is heard in product planning and roadmap discussions.
Feedback & Continuous Improvement
- Collect qualitative and quantitative feedback through surveys, interviews, and usage analytics.
- Translate customer insights into product backlog items and feature requests.
- Participate in product beta programs and provide candid, constructive feedback to the engineering team.
- Collaborate with the marketing and sales teams to refine messaging and positioning based on real‑world customer experiences.
Essential Qualifications
- Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
- Minimum of 3 years of experience in customer success, technical support, or a similar role within SaaS or information security.
- Strong technical foundation: proficiency with Active Directory, REST APIs, scripting (Python or PowerShell), and operating systems (Windows, Linux, macOS).
- Excellent communication skills, with the ability to explain complex technical concepts to non‑technical audiences.
- Proven track record of managing multiple priorities and delivering results in a fast‑paced environment.
- Experience delivering training sessions or workshops is highly desirable.
- Strong analytical and problem‑solving skills, with a knack for developing innovative solutions.
- Self‑starter who can work independently while collaborating effectively across cross‑functional teams.
Preferred Qualifications
- Experience in a cybersecurity or cloud‑security domain.
- Knowledge of compliance frameworks such as SOC 2, ISO 27001, or NIST.
- Familiarity with CI/CD pipelines and infrastructure‑as‑code tools (e.g., Terraform, Ansible).
- Previous exposure to customer success metrics (NPS, CSAT, renewal rates) and data‑driven decision making.
- Fluency in multiple languages is a plus.
Skills & Competencies
- Technical Proficiency: Deep understanding of network security, identity management, and cloud architecture.
- Customer‑Centric Mindset: Passion for delivering exceptional experiences and building lasting relationships.
- Communication: Clear, concise, and persuasive communication across all levels.
- Analytical Thinking: Ability to dissect complex problems and propose actionable solutions.
- Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
- Adaptability: Comfortable navigating ambiguity and evolving customer needs.
- Team Collaboration: Strong interpersonal skills and a collaborative spirit.
Career Growth & Learning Opportunities
At brighthush, we’re committed to your professional development. As a Senior Customer Success Engineer, you’ll have access to:
- Structured mentorship programs with senior leaders in product, engineering, and sales.
- Regular training on the latest security trends, product updates, and industry best practices.
- Opportunities to lead cross‑functional initiatives, such as product beta programs or customer advisory boards.
- Clear career pathways to roles such as Customer Success Manager, Technical Program Manager, or Product Manager.
- Support for certifications (e.g., CISSP, CCSP, AWS Certified Solutions Architect) and conference attendance.
- Access to a vibrant community of security professionals through internal forums, hackathons, and knowledge‑sharing sessions.
Work Environment & Culture
brighthush fosters a culture of innovation, inclusivity, and continuous improvement. Our values include:
- Customer Obsession: Every decision is guided by the goal of delivering maximum value to our customers.
- Ownership: We empower employees to take initiative and own their projects.
- Collaboration: Cross‑functional teamwork is essential to our success.
- Learning: We encourage curiosity and provide resources for skill development.
- Transparency: Open communication and honest feedback are the norm.
Whether you’re working from our Charlotte office or remotely, you’ll enjoy a flexible schedule, a supportive team, and a vibrant community of security professionals.
Compensation & Benefits
While the exact compensation for this role will depend on experience, location, and qualifications, brighthush offers a highly competitive package that typically ranges from $130,000 to $160,000 for non‑sales roles. In addition to a generous base salary, you’ll receive:
- Equity options that align your success with the company’s growth.
- Annual performance bonuses for non‑commissioned roles.
- Comprehensive health, dental, and vision insurance.
- Flexible paid time off and a generous parental leave policy.
- 401(k) plan with company match.
- Wellness stipend, mental health resources, and on‑site fitness facilities (for Charlotte employees).
- Continuous learning stipend and access to industry conferences.
- Remote work stipend for home‑office setup.
How to Apply
Ready to make a tangible impact on the security posture of businesses worldwide? Click the link below to submit your application and join the brighthush team.
Closing
At brighthush, we’re redefining what it means to secure the digital future. If you’re a technically savvy, customer‑first professional who thrives on solving complex problems and building lasting relationships, we want to hear from you. Join us and help shape the next generation of security solutions while advancing your career in a dynamic, supportive environment.
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