Principal Customer Success Portfolio Manager – Driving Strategic Growth & Customer Experience Excellence at brighthush

About brighthush

brighthush is a global leader in cloud‑native security, pioneering the next generation of Zero Trust Exchange solutions that empower organizations to work securely, efficiently, and with confidence in a world where data, devices, and users are everywhere. With a mission to make digital transformation seamless and secure, brighthush blends cutting‑edge AI, machine learning, and cloud architecture to protect millions of customers from cyber threats while enabling them to innovate at speed.

Our culture is built on three core pillars: Ownership & Collaboration, Trust Through Outcomes, and a Challenge Culture that encourages continuous learning and feedback. We believe that the future of work is Human + AI, and we are committed to amplifying human potential with intelligent automation to solve the world’s toughest security challenges.

Role Overview

As a Principal Customer Success Portfolio Manager at brighthush, you will be the strategic leader responsible for designing, refining, and scaling the Customer Success Portfolio across our Professional Services, Technical Success, and Support teams. You will partner with senior stakeholders to align portfolio initiatives with the customer lifecycle, drive measurable impact, and ensure that every service offering delivers maximum value to our clients.

This is a fully remote position reporting to the Senior Director of Customer Success Strategy & Operations. You will work closely with cross‑functional leaders in Product, Engineering, Sales, and Marketing to create a cohesive, data‑driven portfolio that supports our global customer base.

Key Responsibilities

• Portfolio Design & Optimization – Develop and refine service offerings that align with the customer journey, business objectives, and brighthush’s vision for secure digital transformation.
• Audit & Relevance Assessment – Conduct comprehensive reviews of existing portfolio items to evaluate relevance, accuracy, and customer satisfaction impact, ensuring each offering meets the highest standards.
• Stakeholder Collaboration – Partner with Product, Engineering, Sales, and Marketing to synchronize portfolio goals, streamline processes, and embed customer insights into every stage of the service lifecycle.
• Metrics & Governance – Create robust KPIs, dashboards, and governance frameworks that track portfolio performance, adoption rates, and ROI, enabling data‑driven decision making.
• Industry Trend Analysis – Stay ahead of emerging security, AI, and cloud trends; translate insights into actionable portfolio enhancements that maintain brighthush’s competitive edge.
• Change Management & Enablement – Lead cross‑departmental initiatives to roll out new or updated services, ensuring smooth adoption through training, documentation, and continuous improvement loops.
• Customer Advocacy – Champion the voice of the customer in portfolio decisions, ensuring that solutions solve real‑world problems and deliver tangible business outcomes.

Success Profile

• Thrives on complex challenges and derives energy from solving hard problems that drive significant impact.
• Builds deep empathy for customers, anchoring decisions in their real‑world pain points and success metrics.
• Operates with integrity, balancing strategic vision with hands‑on execution and a bias for action.
• Leverages data and analytics to measure what matters, guiding informed decisions and continuous improvement.
• Connects work to brighthush’s larger mission, building scalable solutions that serve a global customer base.

Minimum Qualifications

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI‑driven solutions to optimize outcomes.
• Bachelor’s degree in Business, Management, Computer Science, or a related field.
• 8+ years of experience in portfolio management, program management, or customer success roles within a SaaS or technology environment.
• Expertise in auditing and optimizing service documentation to meet rigorous business standards.
• Strong cross‑functional collaboration and communication skills, with a proven ability to influence stakeholders at all levels.
• Demonstrated proficiency in data analysis, KPI development, and performance measurement.

Preferred Qualifications

• MBA or advanced degree in a relevant discipline.
• Experience in SaaS, B2B technology solutions, or a similar industry.
• Track record of leading cross‑departmental initiatives that scale service portfolios and drive measurable business results.
• Familiarity with cloud security, Zero Trust architectures, or related domains.

Compensation & Benefits

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