Senior Customer Success Manager – Industrial OT & Cybersecurity Champion for UK & Europe – Spearheading Adoption, Retention, Revenue Growth, and Customer Advocacy at brighthush

Welcome to brighthush – Where Industrial Resilience Meets Cyber Innovation

At brighthush, we are redefining what it means to protect the invisible backbone that powers our modern world. From the water you drink to the hospitals that keep communities healthy, our mission is to secure the operational technology (OT) systems that keep society running smoothly. By combining cutting‑edge technology, real‑time threat intelligence, and expert services, we empower industrial clients to defend against ever‑evolving cyber threats. Our remote‑first, mission‑driven culture is built on authenticity, transparency, and trust. If you want to make a tangible difference in the safety of homes, businesses, and public services, brighthush is the place for you.

Why OT Cybersecurity Matters Today

The Industrial Internet of Things (IIoT) has woven digital connectivity into the fabric of every sector—energy, manufacturing, transportation, and utilities. While this connectivity unlocks unprecedented efficiency, it also opens new attack vectors. A single compromised PLC or a misconfigured SCADA system can cascade into widespread outages, safety incidents, and financial losses. OT cybersecurity is no longer a niche; it is a critical component of national resilience. At brighthush, we are at the forefront of this battle, turning complex threat landscapes into manageable, defensible environments for our clients.

Role Overview

As the Senior Customer Success Manager for the UK and broader European region, you will be the linchpin between brighthush and our industrial customers. You will guide them through the entire lifecycle of our OT security solutions—onboarding, adoption, optimization, and renewal—ensuring they achieve measurable business outcomes. Your strategic partnership will help customers align our technology with their operational and security goals, while your advocacy will shape product development and service delivery across the organization.

Key Responsibilities

• Customer Champion: Serve as the primary post‑sales point of contact for all UK and European accounts, building deep, trust‑based relationships with C‑suite executives, IT and OT leaders, and security teams.
• Onboarding & Implementation Lead: Drive seamless onboarding, configuration, and deployment of brighthush solutions, ensuring customers achieve early value and a smooth transition to production.
• Strategic Success Planning: Partner with customers to define success criteria, develop adoption roadmaps, and set measurable KPIs that align with their operational objectives.
• Business Review & Value Realization: Conduct quarterly business reviews (QBRs) to assess value, surface expansion opportunities, and quantify ROI through metrics such as reduced incident response time, improved compliance scores, and cost savings.
• Voice of the Customer: Act as the internal advocate for customer needs, translating feedback into actionable insights for Product, Engineering, and Sales teams.
• Renewal & Retention Management: Own the renewal process, negotiate contracts, and implement retention strategies to achieve high renewal rates and customer lifetime value.
• Cross‑Functional Collaboration: Work closely with Sales, Professional Services, Support, and Product teams to ensure a seamless, end‑to‑end customer experience.
• Travel & Relationship Building: Travel up to 30% across the UK and Europe to meet clients face‑to‑face, strengthen relationships, and demonstrate commitment to their success.
• Health & Risk Management: Monitor customer health dashboards, identify early warning signs, and develop proactive recovery plans for at‑risk accounts.
• Escalation & Issue Resolution: Lead the resolution of complex issues, coordinating cross‑functional resources and ensuring timely, satisfactory outcomes.
• Data‑Driven Insight Generation: Leverage analytics to uncover trends, forecast churn, and recommend proactive measures to enhance customer satisfaction.
• Product Evangelism: Champion brighthush’s solutions within client organizations, positioning them as essential tools for operational resilience.
• Thought Leadership: Represent brighthush at industry events, webinars, and white‑paper contributions, reinforcing our reputation as a thought leader in OT cybersecurity.

Impact Metrics You’ll Own

• Customer Net Promoter Score (NPS) improvement by at least 10 points year‑over‑year.
• Renewal rate above 95% for the UK/Europe portfolio.
• Upsell and cross‑sell revenue growth of 15%+ within the first 12 months.
• Reduction in average incident response time by 20% through proactive monitoring.
• Compliance score improvement for key accounts, measured against ISO 27001, NIST, and IEC 62443 benchmarks.
• Customer health score above 85% across the portfolio.
• Quarterly business review completion rate of 100% with actionable outcomes.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Account Management, or a related role within cybersecurity, enterprise SaaS, or industrial sectors.
• Deep understanding of industrial control systems (ICS), OT security, or critical infrastructure environments.
• Proven track record of managing complex, high‑value customer relationships and influencing senior stakeholders.
• Experience working with UK and European clients, with a strong grasp of regional business practices, regulatory landscapes, and cultural nuances.
• Exceptional communication, presentation, and negotiation skills in English; multilingual proficiency (German, French, Spanish, or other European languages) is highly desirable.
• Comfortable working independently in a remote‑first environment, managing multiple time zones and priorities.
• Strong analytical mindset, data‑driven decision making, and a passion for continuous improvement.
• Demonstrated ability to translate technical concepts into business value for non‑technical stakeholders.
• Experience with customer success platforms and CRM systems.

Preferred Qualifications

• Prior experience in a senior customer success role within an OT or industrial cybersecurity company.
• Knowledge of ISO 27001, NIST, IEC 62443, or other relevant security frameworks.
• Track record of driving upsell or cross‑sell initiatives that contributed to revenue growth.
• Background in project management or consulting, with the ability to translate technical concepts into business value.
• Certifications such as CISSP, CISM, or OT Security certifications are a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align technology with business goals, and anticipate future needs.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning challenges into opportunities.
• Influence & Negotiation: Skilled at building consensus, navigating complex stakeholder landscapes, and closing deals.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, generating insights, and driving action based on data.
• Technical Acumen: Comfortable discussing OT security concepts, threat landscapes, and solution architecture with technical audiences.
• Adaptability: Thrives in a fast‑paced, evolving environment, quickly learning new tools and processes.
• Collaboration: Works effectively across cross‑functional teams, fostering a culture of shared success.
• Communication: Articulate and persuasive in both written and verbal formats, with the ability to tailor messaging to diverse audiences.
• Project Management: Strong organizational skills, with experience managing multiple concurrent initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will have the opportunity to:

• Progress to a Director of Customer Success role, overseeing a portfolio of high‑value accounts and shaping the customer success strategy.
• Lead cross‑regional initiatives, collaborating with teams across North America, APAC, and Europe.
• Participate in executive‑level strategy sessions, influencing product roadmaps and market positioning.
• Access continuous learning resources, including industry certifications (CISSP, CISM, OT Security), workshops, and mentorship programs.
• Attend global conferences, webinars, and industry events to stay ahead of emerging threats and technologies.
• Take on leadership roles within the Customer Success organization, mentoring junior team members and driving process improvements.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Authenticity: Transparent communication, honest feedback, and a genuine commitment to each other’s success.
• Trust: Empowerment to make decisions, ownership of outcomes, and a culture of accountability.
• Collaboration: Cross‑functional teams that break down silos and work together to solve complex problems.
• Diversity & Inclusion: A workforce that reflects the global communities we serve, with a zero‑tolerance policy for discrimination.
• Innovation: Continuous experimentation, rapid iteration, and a willingness to challenge the status quo.
• Community: Regular virtual town halls, hackathons, and social events that foster connection and camaraderie.

Compensation & Benefits

Base Salary: Competitive, commensurate with experience and performance. Equity: Equity package that aligns your success with brighthush’s growth. Benefits: Comprehensive health, dental, and vision coverage; pension scheme; generous paid time off; and flexible working arrangements. Perks: Remote‑friendly equipment stipend, wellness programs, professional development budget, and travel allowances for client visits (up to 30% travel). Incentives: Performance bonuses tied to customer satisfaction, renewal rates, and expansion revenue. Additional: Annual learning stipend, access to industry conferences, and a culture of continuous improvement.

How Your Success Fuels Our Mission

Every interaction you have with a customer is a chance to reinforce brighthush’s promise of safety and resilience. By ensuring that industrial operators can confidently deploy and manage our solutions, you directly contribute to protecting critical infrastructure from cyber threats. Your insights help shape the next generation of products, ensuring that brighthush remains at the cutting edge of OT security. In return, you’ll receive a supportive environment that rewards initiative, rewards results, and offers a clear path to leadership.

Why Join brighthush?

If you are passionate about making a real impact in the world of industrial cybersecurity, thrive in a fast‑paced, remote‑first environment, and want to grow your career while working with some of the most critical infrastructure in the UK and Europe, brighthush is the place for you. Join us and help shape the future of OT security.