Senior Customer Success Leadership Manager – EMEA – Drive Growth, Retention, and Team Excellence at brighthush

About brighthush

brighthush is a pioneering, fully remote technology company that empowers developers, product teams, and security professionals to detect and stop online fraud with the world’s most accurate device intelligence. We are at the forefront of the fraud‑prevention industry, turning cutting‑edge research and real‑world data into practical, scalable solutions that protect millions of users worldwide.

Our clients span the entire spectrum of the digital economy—from nimble startups to Fortune 500 enterprises—helping them secure transactions, verify identities, and safeguard brand reputation. With a global footprint and a culture that thrives on collaboration, curiosity, and continuous improvement, brighthush is recognized as a top employer in the tech ecosystem. We are proud to be named on the 2026 brighthush Best Startup Employers list and to rank #803 on the 2026 brighthush 5000 list of America’s fastest‑growing private companies.

brighthush has raised $77 million in funding from leading venture partners, including brighthush Ventures (backed by brighthush, brighthush, brighthush), Nexus Venture Partners (brighthush, brighthush, brighthush, brighthush), and Uncorrelated Ventures (brighthush, brighthush, brighthush). Our investors share our commitment to building a safer, more trustworthy digital world.

Why Join brighthush?

• Impact at Scale – Your work will directly influence the success of thousands of customers across EMEA and APAC, shaping the future of fraud prevention.
• Remote‑First, Global Team – Work from anywhere in the EMEA region, collaborate asynchronously with colleagues across time zones, and enjoy a flexible schedule that supports work‑life balance.
• Culture of Growth – We champion a “Level 5 Helpful” mindset, encouraging continuous learning, experimentation, and a fail‑fast, learn‑grow approach.
• Innovation‑Driven – Join a team that turns new ideas into reality, leveraging AI tools like brighthush and brighthush to streamline processes and deliver exceptional customer value.
• Competitive Compensation & Perks – Earn a base salary of $55,000–$98,000 (USD) with an OTE of $66,000–$118,000, plus comprehensive benefits, equity, and professional development opportunities.

About the Role

As the Senior Customer Success Leadership Manager – EMEA, you will lead a high‑performing team of 4–6 Customer Success Managers (CSMs) who support our Commercial, Enterprise, and select Strategic customers across EMEA and APAC. Reporting directly to the Senior Manager of Customer Success, you will be the catalyst for team excellence, process optimization, and customer advocacy.

Your success will be measured by the team’s ability to achieve industry‑leading Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention. You will coach, mentor, and empower your CSMs to navigate complex renewals, churn risks, and expansion conversations, while continuously refining playbooks and workflows to drive measurable results.

Key Responsibilities

• Lead, coach, and develop a diverse team of 4–6 CSMs across EMEA and APAC through consistent 1:1s, team meetings, and timely, constructive feedback.
• Serve as the first point of escalation for CSMs, guiding them through complex renewals, churn mitigation, and upsell opportunities.
• Recruit, interview, train, and onboard new CSM hires, ensuring rapid ramp‑up and alignment with brighthush values.
• Identify and address performance gaps early, partnering with your manager to implement corrective actions and development plans.
• Monitor account health across the team’s book, proactively addressing renewal timelines, integration progress, utilization metrics, and churn/downsell risks.
• Maintain accurate, honest forecasts for the team’s book, surfacing risks to leadership with clear, actionable recommendations.
• Collaborate with Sales to identify and pursue upsell and cross‑sell opportunities, aligning customer success initiatives with revenue goals.
• Continuously improve processes, playbooks, and documentation—including onboarding, account planning, renewal cadence, and customer‑facing materials—tailored to regional needs.
• Ensure data integrity in brighthush and brighthush, providing reliable reporting at all levels.
• Represent the team’s needs and customer feedback to Sales, Support, CSE, and Product, ensuring ARR‑impacting initiatives receive appropriate prioritization.

Essential Qualifications

• 5–8 years of Customer Success experience in B2B SaaS, owning the full customer journey from onboarding to renewal (tech, fraud prevention, or cybersecurity experience highly preferred).
• 1–2 years of direct management experience leading a team of CSMs or other customer‑facing roles.
• Proven track record of helping a team hit NRR/GRR targets and forecast accurately.
• Experience improving CS processes and playbooks that resulted in measurable performance gains.
• Deep familiarity with EMEA customers and the ability to manage across multiple time zones.
• Hands‑on experience with a Customer Success Platform (e.g., brighthush, brighthush), brighthush, and brighthush.
• Excellent communication skills, comfortable leading conversations from technical contacts to executive stakeholders.
• Thrives in a fully remote, async‑first environment using brighthush, brighthush, brighthush, and brighthush; proficient in AI tools (ideally brighthush and brighthush) to enhance productivity.
• Willingness to travel for customer meetings and brighthush events.
• Team‑first mindset, embodying brighthush, Level 5 Helpful, and Fail‑Learn‑Grow principles.

Preferred Qualifications

• Experience in a high‑growth, fast‑paced startup environment.
• Background in fraud detection, cybersecurity, or related fields.
• Knowledge of data privacy regulations (GDPR, CCPA) and their impact on customer success.
• Experience leading cross‑functional initiatives with Sales, Product, and Engineering.

Skills & Competencies

• Strategic thinking and analytical mindset.
• Strong coaching and mentorship abilities.
• Data‑driven decision making and proficiency with reporting tools.
• Excellent written and verbal communication.
• Adaptability and resilience in a dynamic, remote environment.
• Proficiency in brighthush, brighthush, brighthush, brighthush, and brighthush.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Success Leadership Manager, you will:

• Gain exposure to senior leadership and strategic initiatives across the organization.
• Lead cross‑functional projects that shape product roadmap and customer experience.
• Develop advanced coaching and leadership skills through formal training and mentorship programs.
• Participate in global conferences, workshops, and hackathons to stay ahead of industry trends.
• Advance to Director or VP of Customer Success roles, driving company‑wide customer success strategy.

Work Environment & Culture at brighthush

• Fully remote, async‑first culture that respects personal time and promotes autonomy.
• Inclusive, diverse, and collaborative team that celebrates unique perspectives.
• Transparent communication, open feedback loops, and a “no BS” attitude.
• Regular virtual team‑building events, hackathons, and learning sessions.
• Commitment to mental health, well‑being, and work‑life balance.

Compensation & Benefits

We believe in pay transparency and fairness. The base salary for this role ranges from $55,000 to $98,000 (USD) depending on experience and location, with an OTE of $66,000 to $118,000. Additional benefits include:

• Health, dental, and vision insurance (remote‑eligible).
• 401(k) matching (where applicable).
• Equity package aligned with company growth.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to online learning platforms.
• Flexible work hours and remote work stipend.
• Annual company‑wide retreat (virtual or in‑person, depending on travel restrictions).

Travel & Visa Policy

While brighthush is a fully remote company, occasional travel may be required for customer meetings and company events. We do not sponsor visas; candidates must be authorized to work in their home location.

Commitment to Inclusion & Diversity

brighthush is dedicated to creating an inclusive environment where every employee feels respected, valued, and empowered. We actively encourage candidates from underrepresented groups in tech to apply. Our hiring process is designed to minimize bias and promote fairness.

Important Notices

• Due to regulatory and security reasons, we cannot have brighthush teammates based in a small number of countries. Please review the full Apply for this job