Senior Customer Experience & Enterprise Retention Leader – Strategic Success Management for Global Cybersecurity Solutions at brighthush

Why brighthush?

At brighthush we are more than a cybersecurity vendor – we are a catalyst for digital resilience. Founded in 2012, our mission is to empower every organization, from nimble startups to Fortune‑500 enterprises, to stay one step ahead of sophisticated threat actors. Leveraging a patented, AI‑driven Security Knowledge Platform™ and the industry‑first CrowdMatch™ technology, we connect world‑class ethical hackers with the most pressing security challenges, delivering rapid, scalable defenses against zero‑day exploits, ransomware, and advanced persistent threats.

Our global footprint spans North America, Europe, and APAC, and our solutions are trusted by governments, financial institutions, health‑care networks, and critical infrastructure providers. Backed by leading venture partners and a community of over 10,000 vetted security experts, brighthush has built a culture where innovation, collaboration, and relentless customer focus are not just buzzwords—they are the daily reality for every team member.

Position Overview: Senior Customer Experience & Enterprise Retention Leader

The Senior Customer Experience & Enterprise Retention Leader is the strategic champion for our most valuable enterprise accounts. Reporting to the Director of Customer Success, you will own the end‑to‑end journey of a portfolio of high‑impact customers, ensuring they extract maximum value from brighthush’s platform, achieve measurable security outcomes, and renew or expand their contracts year after year. This role sits at the intersection of strategy, operations, and advocacy, requiring a blend of deep cybersecurity knowledge, data‑driven decision‑making, and world‑class relationship management.

In a fully remote, 100 % work‑from‑home environment, you will collaborate daily with Solutions Architects, Shared Success Specialists, Program Managers, and Sales Leaders across time zones, using cutting‑edge collaboration tools to keep the customer experience seamless, proactive, and delight‑focused.

Core Responsibilities

• Strategic Portfolio Ownership: Serve as the single point of accountability for a curated set of enterprise customers, guiding them from onboarding through renewal and expansion while maintaining a holistic view of business health, security posture, and ROI.
• Executive‑Level Advocacy: Build trusted, multi‑threaded relationships with C‑suite executives, security officers, procurement leaders, and technical champions, acting as the voice of the customer inside brighthush and the voice of brighthush inside the customer organization.
• Outcome‑Based Success Planning: Co‑create and continuously refine customized success plans that align with each client’s strategic objectives, compliance mandates, and risk tolerance, translating technical capabilities into business outcomes.
• Adoption & Utilization Acceleration: Design and execute data‑driven adoption programs—workshops, training labs, health checks, and executive briefings—that drive platform usage, increase security coverage, and demonstrate clear ROI.
• Quarterly Business Reviews (QBRs): Lead compelling, metrics‑rich QBRs that surface insights, celebrate wins, surface risks, and outline next‑step roadmaps, ensuring every conversation is anchored in value.
• Renewal & Expansion Management: Partner with Sales and Solutions Architecture to identify upsell and cross‑sell opportunities, develop compelling business cases, and close renewal cycles with a win‑rate exceeding industry benchmarks.
• Health Monitoring & Risk Mitigation: Leverage customer success platforms (e.g., Gainsight, Totango) and CRM data to track health scores, adoption trends, and early‑warning signals, proactively intervening before issues become escalations.
• Cross‑Functional Collaboration: Act as the conduit between Customer Success, Product Management, Engineering, and Marketing to relay feedback, influence product roadmaps, and champion customer‑centric innovations.
• Process Excellence & Continuous Improvement: Identify gaps in existing workflows, codify best practices, and champion automation or tooling enhancements that increase efficiency and scalability of the customer success engine.
• Thought Leadership & Community Building: Represent brighthush at industry conferences, webinars, and user groups, sharing success stories, best practices, and emerging threat insights that reinforce our position as a trusted security partner.

Essential Qualifications

• Minimum 5 years of progressive experience in Customer Success, Strategic Account Management, or Enterprise Services within the cybersecurity, SaaS, or cloud‑security domains.
• Demonstrated success managing complex, multi‑stakeholder enterprise accounts with contract values exceeding $1 M, delivering measurable retention and expansion results.
• Deep understanding of enterprise security frameworks (e.g., NIST, ISO 27001, CIS Controls) and the regulatory landscape affecting highly regulated sectors such as finance, healthcare, and critical infrastructure.
• Proven ability to lead renewal cycles, negotiate contract terms, and influence procurement processes in large organizations.
• Executive presence and polished communication skills—able to translate technical concepts into business value for both technical and non‑technical audiences.
• Strong analytical mindset with expertise in building and interpreting dashboards, health scores, and adoption metrics to drive strategic decisions.
• Hands‑on experience with customer success platforms (Gainsight, Totango, ChurnZero) and CRM systems (Salesforce, HubSpot) for pipeline and health management.
• Track record of collaborating across product, engineering, and sales teams to deliver integrated solutions that exceed customer expectations.

Preferred Qualifications & Nice‑to‑Have Experience

• Background in security operations, threat intelligence, vulnerability management, or incident response, providing credibility when discussing technical roadmaps.
• Experience working with highly regulated industries (e.g., PCI‑DSS, HIPAA, FedRAMP) and navigating complex compliance audits.
• Advanced certifications such as CISSP, CISM, or relevant vendor‑specific credentials (e.g., AWS Security Specialty, Certified Cloud Security Professional).
• Demonstrated ability to manage a large, geographically dispersed portfolio using sophisticated project‑management methodologies (Agile, Scrum, Kanban).
• History of leading cross‑functional initiatives that resulted in product enhancements, new service offerings, or improved customer workflows.
• Public speaking experience at security conferences, webinars, or customer advisory boards.

Key Skills & Core Competencies

• Strategic Vision: Ability to see the macro‑level business impact while executing on day‑to‑day tactical items.
• Stakeholder Influence: Skilled at building trust, gaining buy‑in, and influencing decision‑makers across technical, financial, and executive domains.
• Data‑Driven Storytelling: Translate complex data sets into clear, actionable narratives that drive customer confidence and internal alignment.
• Problem Solving & Innovation: Proactively identify friction points and design creative, scalable solutions that enhance the customer journey.
• Collaboration & Teamwork: Seamlessly partner with Sales, Solutions Architecture, Product, and Engineering to deliver a unified experience.
• Customer‑Centric Mindset: Passion for delivering exceptional value, anticipating needs, and turning satisfied customers into enthusiastic advocates.
• Adaptability & Resilience: Thrive in a fast‑moving, high‑growth environment where priorities shift and new challenges emerge daily.
• Communication Excellence: Superior written and verbal communication, including executive presentations, business reviews, and technical briefings.

Career Growth & Learning Pathways

At brighthush, we view talent as a long‑term investment. As a Senior Customer Experience & Enterprise Retention Leader, you will have a clear trajectory toward senior leadership roles such as Director of Customer Success, Vice President of Customer Experience, or even General Manager of a regional business unit. Our commitment to your professional development includes:

• Leadership Development Programs: Access to executive coaching, mentorship circles, and rotational leadership assignments.
• Technical Upskilling: Sponsored cybersecurity certifications (CISSP, CEH, Cloud Security), advanced analytics courses, and product deep‑dive labs.
• Cross‑Functional Exposure: Opportunities to work on product roadmap workshops, go‑to‑market strategy sessions, and global customer advisory boards.
• Conference & Community Support: Full funding to attend premier security conferences (RSA, Black Hat, Gartner Security & Risk Management Summit) and industry networking events.
• Internal Mobility: Transparent internal job board and talent marketplace that encourages lateral moves into product, sales, or operations roles.

Work Environment & Culture at brighthush

We are a fully remote organization, empowering you to work from any location while staying deeply connected to a vibrant, inclusive community. Our culture is built on four pillars:

• Diversity, Equity & Inclusion: We celebrate a mosaic of perspectives, backgrounds, and experiences, and we actively invest in programs that ensure every voice is heard.
• Family‑Like Collaboration: Teams operate like tight‑knit families—supportive, transparent, and always ready to celebrate each other’s wins.
• Innovation & Curiosity: We allocate dedicated “innovation days” each quarter for you to explore emerging technologies, experiment with new processes, or contribute to open‑source security projects.
• Well‑Being & Balance: Unlimited paid time off, flexible schedules, mental‑health resources, wellness stipends, and regular virtual social events keep you refreshed and engaged.

Compensation, Perks & Benefits

While exact figures are tailored to experience, location, and market benchmarks, the total rewards package at brighthush includes:

• Competitive base salary aligned with senior‑level customer success roles in the cybersecurity sector.
• Performance‑driven bonuses tied directly to renewal rates, expansion revenue, and customer health metrics.
• Equity participation—stock options that let you share in the company’s long‑term growth.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plan with generous employer match.
• Unlimited PTO, paid parental leave, and a “reset week” each quarter for personal recharge.
• Professional development budget, certification reimbursements, and access to an internal learning portal.
• Home‑office stipend, high‑speed internet reimbursement, and ergonomic equipment allowance.
• Well‑being programs including virtual fitness classes, meditation sessions, and mental‑health counseling.

How to Apply – Join the brighthush Mission

If you are a strategic, data‑savvy, customer‑obsessed leader who thrives on turning complex security challenges into measurable business outcomes, we want to hear from you. Submit your resume, a concise cover letter highlighting your most relevant achievements, and any supporting case studies or success metrics through our careers portal.

Our recruiting team reviews applications on a rolling basis, and qualified candidates will be invited to a multi‑stage interview process that includes a culture fit conversation, a strategic case study, and a final executive round.

Take the next step in your career—apply today and become a pivotal driver of customer success at brighthush!