Senior Defense Customer Success Lead – Marine Sensing & Ocean Intelligence Solutions at brighthush
About brighthush
brighthush is a pioneering force in ocean technology, blending cutting‑edge marine sensors with sophisticated data analytics to deliver real‑time oceanographic intelligence. For more than a decade, we have partnered with the U.S. Department of Defense, commercial shipping lines, and research institutions to provide the most reliable, actionable, and secure ocean data available. Our mission is to transform how users navigate the world's seas by delivering technology that is both scientifically rigorous and operationally practical. From autonomous underwater vehicles to satellite‑linked acoustic arrays, brighthush’s solutions empower decision makers to act faster, safer, and more efficiently in the most challenging maritime environments.
Why Join brighthush?
At brighthush, you will be part of a high‑impact, mission‑critical team that shapes the future of maritime defense and commercial shipping. We champion innovation, foster a culture of continuous learning, and reward excellence with competitive compensation, equity, and a comprehensive benefits package. Whether you’re a seasoned defense professional or a veteran transitioning to a customer‑centric role, brighthush offers a platform to grow, lead, and make a tangible difference on the front lines of national security and global commerce. Our remote‑first model, combined with annual on‑site weeks and team events, ensures you stay connected, collaborative, and energized—no matter where you are.
Position Overview
As the inaugural Defense Customer Success Lead, you will embed directly with defense users to train, enable, and troubleshoot marine sensing hardware and data solutions. You will architect and execute a scalable customer success framework—onboarding processes, success playbooks, and tactical procedures—that empowers users to make faster, safer decisions backed by ocean intelligence. Reporting to the Global Head of Government and Defense, you will be the bridge between field users, product teams, and the broader defense ecosystem, ensuring that our solutions evolve in lockstep with real‑world needs. This role demands a blend of technical expertise, strategic vision, and a passion for customer advocacy in a high‑stakes environment.
Key Responsibilities
- Customer Success Strategy & Execution – Design and implement a comprehensive, repeatable customer success plan that covers onboarding, training, adoption, and continuous improvement for all defense accounts. This includes creating onboarding kits, developing training curricula, and establishing success metrics.
- Field Enablement & Problem Solving – Serve as the go‑to expert for marine sensing hardware and data products, diagnosing and resolving user challenges across the full product lifecycle. You will conduct field visits, troubleshoot hardware/software issues, and provide rapid, actionable guidance.
- Cross‑Functional Collaboration – Partner with Solutions Engineering, Product Management, Training, Support, Marketing, and Engineering to align product roadmaps with customer needs and market demands. Your insights will shape feature prioritization and release schedules.
- Defense Go‑to‑Market Partnership – Work closely with the Defense sales team to expand existing accounts, identify upsell opportunities, and contribute to proposal development and presentations. You will help craft winning narratives that resonate with senior defense stakeholders.
- Operational Excellence – Lead end‑to‑end customer success relationships, building and maintaining trust with defense users, program managers, and key stakeholders. You will own the entire customer lifecycle from pre‑sale to post‑deployment support.
- Customer Insight & Playbook Development – Create detailed customer profiles, tactics, techniques, and procedures (TTPs), and disseminate learnings across the organization to drive product and process improvements. Your playbooks will become the standard operating procedures for field teams.
- Exercise & Deployment Leadership – Conceptualize and execute concepts of operations (CONOPs) for military exercises, coordinate with government and vendor partners, oversee product deployments, and capture lessons learned. You will be the operational lead for field trials.
- Market Intelligence & Competitive Analysis – Provide insights on market trends, competitor capabilities, and emerging customer requirements to inform strategy and positioning. Your analysis will guide strategic decisions and product differentiation.
- Travel & Representation – Travel as needed to meet customers, attend events, and participate in exercises, representing brighthush with professionalism and technical expertise. You will be the face of brighthush in the defense community.
Essential Qualifications
- Minimum 5 years of experience working directly with the U.S. Department of Defense, including deployment of innovative technologies in warfighting scenarios.
- Proven ability to navigate complex government bureaucracy and connect users with program managers and decision makers.
- Strong understanding of the unique challenges of deploying cutting‑edge technology in theater—safety, compliance, real‑world constraints, and operational tempo.
- Excellent communication, problem‑solving, and interpersonal skills, with a track record of building trust with senior defense stakeholders.
- Self‑starter who thrives in a fast‑paced, remote environment, balancing strategic planning with immediate customer needs.
- Curiosity and passion for marine technologies, with a keen eye for identifying customer gaps where our solutions can add value.
- Active Secret clearance required; TS/SCI clearance preferred.
- U.S. citizenship required.
- Willingness to travel to defense sites, events, and exercises as needed.
Preferred Qualifications
- Active TS/SCI clearance.
- 2+ years of formal customer success experience, preferably in maritime or environmental technology.
- Location in San Francisco, CA; Norfolk, VA; San Diego, CA; or Honolulu, HI (remote work is supported but on‑site presence may be required for certain engagements).
Skills & Competencies
- Strategic Thinking & Execution
- Customer‑Centric Mindset
- Technical Fluency in Marine Sensing & Data Analytics
- Project Management & Process Design
- Stakeholder Management & Influence
- Data‑Driven Decision Making
- Adaptability & Resilience
- Team Collaboration & Leadership
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as the ocean itself. You will have the chance to:
- Lead the expansion of our defense customer success function, shaping the future of how we serve national security stakeholders.
- Progress into senior leadership roles such as Director of Government & Defense or Chief Customer Officer.
- Gain exposure to high‑profile defense programs, joint exercises, and strategic procurement cycles.
- Participate in continuous learning initiatives, including technical certifications, leadership development, and industry conferences.
- Benefit from a generous learning stipend that covers courses, certifications, and conferences relevant to your role.
Work Environment & Company Culture
brighthush thrives on a culture of innovation, collaboration, and purpose. Our remote‑first model is complemented by annual on‑site weeks and team events that foster camaraderie and cross‑functional synergy. We celebrate diversity, equity, and inclusion, and we are proud to be an Equal Opportunity Employer. Our employees enjoy:
- Flexible PTO and 10 company‑wide office closure days, with the last week of December off for everyone.
- 12 weeks of parental leave, plus an additional 4 weeks for birthing parents.
- Military leave and job protection for reservists and guard members under USERRA.
- One‑time home office stipend for remote team members.
- Relocation bonus for team members moving to the Bay Area.
- Competitive base pay plus equity, ensuring you share in the company’s success.
- Comprehensive medical, dental, and vision coverage.
Compensation & Benefits
While the exact compensation package will be tailored to your experience and qualifications, brighthush offers:
- Competitive base salary aligned with industry standards for senior defense customer success roles.
- Equity options that allow you to grow with the company.
- Full medical, dental, and vision coverage.
- Annual learning stipend and one‑time home office setup stipend.
- Generous paid time off, parental leave, and military leave benefits.
- Annual company‑wide onsite week and regular team events.
Ready to Make Waves?
If you are a seasoned defense professional with a passion for marine technology, a knack for turning complex challenges into customer success stories, and a desire to shape the future of ocean intelligence, brighthush invites you to apply. Join us in delivering the next generation of defense solutions that keep our nation’s waters safe and our maritime operations efficient. Your expertise will help safeguard our seas, protect our allies, and enable commercial shipping to thrive in an increasingly complex environment.