Director of Customer Success – Strategic Leader for Building Scalable Post‑Sale Operations in AI‑Driven Human Security SaaS

About brighthush

brighthush is on a bold mission to redefine Human Security for the AI era. Backed by substantial funding and a seasoned cybersecurity leadership team, brighthush is developing an intelligent engine that delivers security‑awareness training and realistic attack simulations. The platform empowers every employee to make smarter security decisions, dramatically reducing human‑related risk across email, voice, video, and emerging communication channels. Trusted by leading global organizations, brighthush helps its customers stay ahead of AI‑driven, human‑centric threats. At brighthush, we believe that the strongest line of defense is the human mind, and we are building the technology that protects that vital layer.

Why This Role Matters

As the Director of Customer Success at brighthush, you will be the architect and champion of the post‑sale experience. You will design, launch, and scale a world‑class Customer Success organization from the ground up, shaping every touchpoint from onboarding through expansion. Your work will directly influence customer retention, revenue growth, and the overall perception of brighthush in the market. This is a rare opportunity to leave a lasting imprint on a fast‑growing, category‑defining company.

Key Responsibilities

Strategic Design & Function Building

• Define and own the end‑to‑end Customer Success operating model, including customer segmentation, playbooks, health scoring, Quarterly Business Reviews (QBRs), and the technology stack.
• Develop scalable processes that align with brighthush’s growth trajectory and evolving product roadmap.
• Establish clear service level agreements (SLAs) and key performance indicators (KPIs) that drive accountability across the team.

Retention & Growth Management

• Take full responsibility for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn reduction, and expansion revenue.
• Design proactive renewal and upsell strategies that turn satisfied customers into long‑term partners.
• Implement predictive analytics to identify at‑risk accounts early and intervene with targeted action plans.

Customer Journey & Adoption

• Create a high‑touch onboarding experience that accelerates time‑to‑value and drives deep product adoption.
• Develop adoption frameworks that surface usage insights, highlight best practices, and surface opportunities for additional value.
• Lead the creation of risk detection mechanisms that surface potential security gaps before they become incidents.

Executive Relationship Management

• Serve as the trusted advisor and senior escalation point for key stakeholder relationships, including C‑suite executives.
• Facilitate strategic business reviews that align brighthush’s roadmap with customer objectives.
• Champion the voice of the customer across product, sales, and marketing functions.

Cross‑Functional Collaboration

• Partner closely with Product Management to influence feature prioritization based on real‑world usage and feedback.
• Work hand‑in‑hand with Sales to ensure seamless handoffs and consistent messaging from prospect to post‑sale.
• Collaborate with Marketing to develop customer advocacy programs, case studies, and referenceable accounts.

Team Leadership & Development

• Recruit, onboard, and mentor a high‑performing Customer Success team, fostering a culture of ownership, empathy, and results.
• Implement continuous learning pathways, certifications, and performance coaching to accelerate team growth.
• Scale the organization responsibly, balancing headcount with automation and process efficiency.

Success Metrics & Reporting

Financial Metrics: GRR, NRR, renewal rate, expansion revenue.

Product & Health Metrics: Time‑to‑value, product adoption/engagement scores, CSAT, NPS, percentage of at‑risk accounts.

Operational Metrics: Account coverage ratios, executive engagement frequency, referenceability (case studies, testimonials), and process scalability scores.

Essential Qualifications

• Experience: Minimum 7 years in B2B SaaS Customer Success or Account Management, with at least 3 years leading teams in high‑growth or early‑stage environments.
• Proven Track Record: Demonstrated success building or scaling a Customer Success function that materially improves retention and reduces churn.
• Player‑Coach Mindset: Ability to operate in ambiguous, fast‑moving settings, create structure, and roll up sleeves to engage directly with strategic customers.
• Analytical Acumen: Deep familiarity with SaaS financial metrics (GRR, NRR), health scoring models, and the implementation of CS technology stacks (e.g., Gainsight, Totango, ChurnZero).
• Domain Expertise: B2B technical SaaS background required; experience in cybersecurity or related fields is strongly preferred.

Preferred Qualifications

• Experience launching Customer Success organizations in AI‑driven or security‑focused startups.
• Hands‑on experience with data‑driven product adoption frameworks and customer journey mapping tools.
• Proven ability to influence product roadmaps through customer insights and data.
• Advanced communication skills, including executive‑level presentation and negotiation.
• Track record of building high‑visibility customer advocacy programs (e.g., reference programs, user groups, webinars).

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture while executing detailed operational plans.
• Leadership & Coaching: Talent for attracting top talent, fostering a collaborative culture, and developing future leaders.
• Customer‑Centric Mindset: Deep empathy for customer challenges and a relentless drive to solve them.
• Data‑Driven Decision Making: Proficiency in interpreting complex data sets to inform strategy and tactics.
• Cross‑Functional Influence: Skillful at building consensus across product, sales, marketing, and engineering.
• Communication Excellence: Clear, persuasive, and adaptable communication style for both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, the Director of Customer Success is positioned for rapid advancement. As the organization scales, you will have direct exposure to the executive team and investors, opening pathways to senior leadership roles such as VP of Customer Success, Chief Customer Officer, or General Manager of a business unit. You will also gain deep expertise in AI‑driven security technologies—a niche skill set that is increasingly valuable across the enterprise software landscape.

Work Environment & Culture

brighthush embraces a remote‑first culture, with the role open to candidates located on the US East Coast. Our distributed teams thrive on trust, autonomy, and transparent communication. We celebrate diversity of thought, encourage continuous learning, and reward bold experimentation. Regular virtual “all‑hands,” cross‑team hackathons, and quarterly in‑person retreats (when safe) keep our community connected and aligned on mission.

Compensation, Perks & Benefits

• Competitive base salary aligned with market benchmarks for senior leadership roles.
• Meaningful equity package that aligns your success with brighthush’s growth trajectory.
• Comprehensive medical, dental, and vision coverage.
• Monthly connectivity stipend to support remote work setup.
• Unlimited paid time off (PTO) to promote work‑life balance.
• 401(k) retirement savings plan with company match.
• Professional development budget for conferences, certifications, and training.
• Access to cutting‑edge AI and cybersecurity tools for personal skill enhancement.

Why Join brighthush?

High Impact: You will own end‑to‑end processes that directly affect millions of users worldwide, shaping how organizations protect their most valuable asset—their people.

Early‑Stage Advantage: As a foundational leader, your decisions will set the standard for how Customer Success operates at brighthush for years to come.

Built to Win: Backed by world‑class investors and operating in a market undergoing a fundamental shift, brighthush offers the resources and vision needed to dominate the Human Security category.

Shared Success: Your compensation reflects the company’s performance, ensuring that as brighthush grows, you reap the rewards.

Ready to Shape the Future of Human Security?

If you are a visionary leader with a passion for building world‑class Customer Success organizations, a deep understanding of SaaS metrics, and a desire to protect people in the AI era, we want to hear from you. Join brighthush and become a pivotal part of a mission‑driven team that is redefining security from the inside out.