Senior Customer Success Leader – U.S. Public Sector – Driving Retention, Adoption, and Mission Success for Government Clients at brighthush

About brighthush

brighthush is a global cybersecurity pioneer redefining the future of digital protection. With an open, native platform that empowers more than 50,000 business and government customers worldwide, we deliver responsible, AI‑driven security that adapts to the most advanced threats. By partnering with a vast ecosystem of technology innovators, we accelerate the delivery of next‑generation security solutions that keep critical missions safe and resilient. At brighthush, we believe that the best security is built by diverse, inclusive teams that bring their authentic selves to work every day. Our culture is built on curiosity, collaboration, and a relentless focus on customer impact. Whether you’re a seasoned veteran or an emerging leader, you’ll find a place where your ideas shape the future of cyber defense.

Why brighthush?

In a world where cyber threats evolve at lightning speed, brighthush stands at the forefront of innovation, providing mission‑critical protection to the public sector. Our commitment to ethical AI, zero‑trust architecture, and continuous learning ensures that our customers—federal, state, local, and higher‑education institutions—can focus on their core missions while we safeguard their digital environments. As a leader in this space, you will have the opportunity to influence policy, shape product roadmaps, and drive tangible outcomes for the nation’s most important assets.

Role Overview

As the Senior Customer Success Leader for the U.S. Public Sector, you will own a portfolio of federal, state, local, and higher‑education accounts. You will lead an eight‑person team of Customer Success Managers (CSMs), partner with cross‑functional stakeholders, and shape the customer experience to ensure every interaction reflects brighthush’s commitment to excellence and mission‑critical security. Your impact will be measured by retention, adoption, revenue growth, and the overall health of our most strategic accounts.

Key Responsibilities

1. Leadership & Team Development

• Mentor and inspire a high‑performing team of 8 Public Sector CSMs, fostering a culture of accountability, advocacy, and operational excellence.
• Define clear performance goals, KPIs, and development plans that align with brighthush’s strategic objectives and individual career aspirations.
• Guide CSMs through complex account strategies, stakeholder mapping, executive business reviews (EBRs), and risk mitigation plans.
• Allocate resources effectively, managing a typical patch of 30–40 accounts per CSM while maintaining high service quality.
• Champion the “Seamless Customer Experience” framework, ensuring every touchpoint reflects brighthush’s commitment to excellence.
• Facilitate regular coaching sessions, performance reviews, and career path discussions to nurture talent and retain top performers.
• Promote a data‑driven mindset, encouraging the team to use analytics to identify opportunities and address challenges proactively.

2. Strategic Account Management & Growth

• Own the overall portfolio retention and expansion goals, directly influencing Gross Retention Rate (GRR) and Net Retention Rate (NRR).
• Proactively identify and manage account risk, developing mitigation strategies that protect revenue and customer trust.
• Drive deep utilization and adoption of core security solutions across Endpoint, Network/NDR, Data Security/DLP, and SecOps/Helix architectures.
• Ensure mandatory Success Plans are created, updated in Totango/CRM, and executed for all key Public Sector accounts.
• Collaborate with Sales Account Executives and Renewal Managers to uncover expansion opportunities and mitigate early renewal risks.
• Lead quarterly business reviews with C‑suite stakeholders, translating technical insights into strategic business outcomes.
• Champion a proactive renewal cadence, ensuring that all renewal conversations begin well before contract expiration.

3. Operational Rigor & Portfolio Health

• Maintain operational cadence and CRM/Totango hygiene, ensuring accurate customer health tracking, touchpoint logging, and risk flagging.
• Develop structured “Go‑To‑Green” (GTG) recovery plans for high‑risk accounts and lead executive escalations to resolution.
• Establish repeatable standards for onboarding, health monitoring, and portfolio reviews that can be scaled across the organization.
• Implement best‑practice playbooks for incident response, change management, and service delivery.
• Drive continuous improvement initiatives that streamline processes and reduce manual effort.

4. Cross‑Functional Collaboration & Public Sector Governance

• Partner with Professional Services Engagement Managers and Consultants to align project delivery with long‑term adoption goals.
• Collaborate with Technical Support, Designated Support Engineers (DSEs), and Thrive Support Advocates (TSAs) to streamline issue escalation and reduce systemic risk.
• Coordinate with Field CTOs, Solutions Engineers, and Product Management to bring customer requirements and feedback directly into product roadmaps.
• Maintain deep alignment with U.S. Public Sector procurement cycles, FAR requirements, funding timelines, and agency security mandates.
• Serve as the primary liaison for government contracting compliance, ensuring all engagements meet regulatory and audit standards.

Success Metrics (KPIs)

• Gross Retention Rate (GRR): Achieve or exceed target GRR metrics across the assigned Public Sector portfolio.
• Net Retention Rate (NRR): Partner with Sales to drive adoption and expansion pathways impacting NRR.
• Product Adoption & Health: Drive feature adoption and measurable health score improvements in Totango.
• Success Plan Execution: Maintain 100% compliance for active, measurable Success Plans on Tier 1 and Tier 2 accounts.
• Team Operational Hygiene: Ensure timely cadence touchpoints, meeting logs, and risk escalations across all 8 CSM patches.
• Customer Satisfaction (CSAT): Sustain CSAT scores above 90% for all high‑value accounts.
• Renewal & Expansion Revenue: Deliver on quarterly renewal and expansion targets, contributing to overall revenue growth.

Required Experience & Qualifications

Education & Experience

• Bachelor’s degree in Business, Cybersecurity, Information Technology, or a related field (or equivalent practical experience).
• 8+ years of progressive experience in Customer Success, Account Management, or Technical Consulting within enterprise SaaS or Cybersecurity.
• 3+ years of direct people management experience leading customer‑facing teams in high‑growth environments.
• Deep expertise in the U.S. Public Sector market (Federal Civilian, DoD, IC, or State & Local Government).
• Demonstrated success in driving retention, expansion, and adoption in complex, regulated environments.

Technical & Functional Competencies

• Proven knowledge of cybersecurity domains: Endpoint Protection, Extended Detection & Response, Network Security/NDR, DLP, SIEM, or SecOps.
• Demonstrated capability in customer success operations platforms (e.g., Totango, Gainsight, Salesforce).
• Strong understanding of government contracting, agency budget cycles, and public sector risk governance.
• Industry certifications (e.g., PMP, Security+, CISSP, or Certified Customer Success Manager) are a strong plus.
• Experience with data analytics tools (Excel, Tableau, Power BI) to derive actionable insights from customer data.

Leadership Competencies

• Executive Presence: Ability to engage confidently with CISOs, CDIOs, Agency Directors, and executive leaders.
• Strategic Coaching: Passionate about developing people, building cohesive teams, and championing a high‑performance culture.
• Cross‑Functional Orchestration: Skilled at breaking down internal silos across Sales, Engineering, Support, and Services to deliver unified customer outcomes.
• Analytical Problem‑Solving: Ability to synthesize portfolio metrics, diagnose adoption blockers, and implement tactical mitigation strategies.
• Change Management: Proven track record of leading teams through transformation initiatives and process improvements.

Security Clearance & Compliance

• Must be a U.S. Citizen.
• Active Secret or Top Secret/SCI security clearance (or eligibility to obtain) preferred.
• Experience navigating FAR, DFARS, and other federal acquisition regulations.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Executive‑level mentorship programs that pair you with senior leaders across the organization.
• Structured learning paths in cybersecurity, customer success strategy, and leadership development.
• Opportunities to lead cross‑functional initiatives that shape product roadmaps and influence industry standards.
• Annual leadership conferences and industry events where you can network with peers and thought leaders.
• Internal hackathons and innovation challenges that allow you to experiment with new ideas.
• Access to a curated library of courses, certifications, and conferences funded by brighthush.

Work Environment & Company Culture

brighthush thrives on a culture of inclusion, innovation, and impact. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Collaborative digital workspaces that foster real‑time communication.
• Flexible work hours that respect your personal commitments.
• Regular team‑building activities, both virtual and in‑person, to strengthen relationships.
• Annual company retreats that blend learning, networking, and fun.
• Community engagement initiatives, including volunteer days and matching donations.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success leadership roles.
• Performance‑based bonuses tied to retention, expansion, and team development metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and paid parental leave.
• Flexible work arrangements and a supportive remote work infrastructure.
• Professional development stipend and reimbursement for certifications.
• Community engagement support, including volunteer time and matching donations.
• Employee wellness programs, mental health resources, and access to a 24/7 counseling service.
• Annual tech stipend for home‑office upgrades.

Our Commitment to You

brighthush is dedicated to creating a workplace where everyone can thrive. We uphold a zero‑tolerance policy for discrimination and harassment, ensuring a safe, respectful environment for all employees. We celebrate diversity in every form and encourage you to bring your authentic self to work each day. We believe that a diverse workforce fuels innovation, drives better decision‑making, and strengthens our ability to protect the nation’s most critical assets.

Ready to Make an Impact?

If you are a seasoned customer success leader with a passion for public sector security, a track record of driving retention and adoption, and a desire to lead a high‑performing team, we want to hear from you. Join brighthush and help us protect the missions that matter most. This is your chance to shape the future of government cybersecurity, influence policy, and make a lasting difference in the lives of public servants and citizens alike.

Apply Today and Shape the Future of Government Cybersecurity with brighthush!

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