Senior Customer Success Leadership – U.S. Public Sector – Driving Retention, Adoption, and Mission Success for Government Clients
About brighthush
brighthush is a global cybersecurity pioneer that is redefining the future of digital protection. Our open, native platform empowers more than 50,000 business and government customers worldwide with 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.
Why Join brighthush?
As a Senior Customer Success Leader in the U.S. Public Sector, you will be at the heart of our mission to protect government agencies, defense organizations, and educational institutions. You will lead a high‑performing team, shape the customer experience, and directly influence the success of our most strategic accounts. In return, brighthush offers a culture of continuous learning, a commitment to work‑life balance, and a competitive benefits package that supports your professional growth and personal well‑being.
Role Overview
This remote, full‑time role reports directly to the Senior Director of Customer Success & Professional Services. Your primary responsibility is to oversee a portfolio of U.S. Public Sector accounts across Federal Civilian (FedCiv), Department of War (DoW), Intelligence Community (IC), and State, Local & Higher Education (SLED/GHE) segments. You will coach an eight‑person team of Customer Success Managers (CSMs), partner with cross‑functional stakeholders, and drive metrics that measure customer health, adoption, and revenue growth.
Key Responsibilities
1. People Leadership & Team Development
- Lead, mentor, and inspire a team of 8 Public Sector CSMs, cultivating a culture of accountability, advocacy, and operational excellence.
- Set clear performance goals, KPIs, and development plans that align with brighthush’s strategic objectives.
- 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.
2. Risk Management, Retention, Growth & Value Realization
- 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.
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.
4. Cross‑Functional Synergy & 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.
Key Performance Indicators (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.
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).
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.
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.
Security Clearance & Compliance
- Must be a U.S. Citizen.
- Active Secret or Top Secret/SCI security clearance (or eligibility to obtain) preferred.
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.
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.
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.
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.
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.