Senior Director of Customer Success – EMEA – Championing Managed Detection & Response Excellence, Accelerating Cybersecurity Service Expansion, and Delivering Transformative Customer Experience at brighthush

About brighthush

brighthush is more than a cybersecurity vendor; it is a global movement that reimagines how enterprises protect themselves in an ever‑evolving digital landscape. Founded on a passion for artificial intelligence and a commitment to automation, brighthush delivers Managed Detection and Response (MDR) services that fuse real‑time machine learning, advanced analytics, and a world‑class Security Operations Center (SOC). Our bold mission is simple: make cybersecurity accessible, scalable, and effective for every organization, regardless of size or industry. By staying one step ahead of cyber threats, we empower our clients to focus on their core business while we safeguard their digital assets.

Our Mission, Vision, and Values

At brighthush, we believe that the best products are built by the best people. Our culture is anchored in four pillars that shape every interaction, decision, and innovation:

• Innovation – We champion experimentation, reward creative problem‑solving, and invest heavily in research and development.
• Collaboration – Cross‑functional teams work hand‑in‑hand, sharing knowledge and celebrating collective success.
• Transparency – Open communication and data‑driven decision making are at the core of everything we do.
• Well‑being – We prioritize mental and physical health through flexible work arrangements, wellness programs, and supportive leadership.

Our remote‑first model empowers you to work from anywhere in the UK, with flexible hours that accommodate EMEA time zones. We also host occasional in‑person retreats and team‑building events to strengthen relationships and foster a sense of community.

Position Overview

We are seeking an experienced, visionary Senior Director of Customer Success – EMEA to lead our customer success organization across Europe, the Middle East, and Africa. In this role, you will own the entire customer lifecycle—from onboarding to renewal—and build a world‑class team that consistently delivers exceptional value and drives revenue growth. You will partner closely with Sales, Product, and Engineering to ensure our customers achieve their security objectives and realize the full ROI of their investment in brighthush.

Key Responsibilities

• Customer Relationship Ownership: Serve as the primary advocate for our EMEA customers, ensuring their needs are understood, prioritized, and met across all touchpoints.
• Team Building & Leadership: Recruit, mentor, and develop a high‑performing Customer Success team that embodies brighthush’s values and culture.
• Retention & Expansion: Drive retention, upsell, and cross‑sell initiatives that increase Gross Recurring Revenue (GRR) and Net Revenue Retention (NRR).
• Strategic Planning: Develop and execute a comprehensive EMEA CS strategy aligned with corporate goals, including account segmentation, health scoring, and renewal forecasting.
• Process & Tool Optimization: Implement best‑practice processes, automation, and analytics to streamline CS operations and deliver actionable insights.
• Executive Presence: Represent brighthush at executive meetings, industry events, and client engagements, building credibility and trust.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, Sales, and Marketing to surface customer feedback, influence roadmap, and ensure a seamless customer journey.
• Performance Metrics: Define, track, and report on key CS metrics (e.g., CSAT, NPS, churn, expansion revenue) and use data to drive continuous improvement.
• EMEA Time‑Zone Flexibility: Operate effectively across multiple time zones, ensuring coverage and responsiveness for all EMEA customers.

Essential Qualifications

• 10+ years of experience in Customer Success, Account Management, or related roles within the cybersecurity or SaaS industry.
• Proven track record of scaling a CS organization from 1 to 5+ leaders and 20+ direct reports.
• Deep understanding of MDR, managed security services, and the broader cybersecurity landscape.
• Strong expertise in GRR and NRR metrics, with a history of driving retention and expansion.
• Native or near‑native proficiency in English; additional languages (e.g., French, German, Arabic) are a plus.
• Executive presence and experience presenting to C‑suite stakeholders.
• Experience working in a remote or hybrid environment with a global team.
• Strong analytical mindset with the ability to translate data into actionable strategies.

Preferred Qualifications

• Experience in the EMEA market, with a deep understanding of regional regulatory requirements (GDPR, NIS2, etc.).
• Background in leading CS teams for AI‑native or automation‑first security solutions.
• Familiarity with brighthush SecOps or similar security operations platforms.
• Prior experience in a fast‑growth startup or scale‑up environment.
• Advanced certifications such as CSPO, CSM, or relevant cybersecurity credentials.

Core Skills & Competencies

• Strategic Thinking: Ability to develop long‑term plans that align with business objectives.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences.
• Data‑Driven Decision Making: Proficiency in using analytics to inform strategy.
• Communication: Excellent verbal and written communication skills across all levels.
• Adaptability: Comfortable navigating ambiguity and driving change in a fast‑paced environment.
• Collaboration: Strong cross‑functional partnership skills.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by impact and innovation. As Senior Director of Customer Success – EMEA, you will:

• Lead a high‑visibility function that directly influences revenue and customer satisfaction.
• Collaborate with senior leadership to shape product strategy and market positioning.
• Mentor and develop future leaders within the organization.
• Participate in industry conferences, speaking engagements, and thought‑leadership initiatives.
• Access continuous learning resources, including certifications, workshops, and a dedicated learning budget.
• Drive the adoption of cutting‑edge technologies and methodologies across the CS organization.
• Shape the future of MDR and managed security services in the EMEA region.

Work Environment & Culture at brighthush

Our culture is built on four pillars:

• Innovation: We encourage experimentation and reward creative problem‑solving.
• Collaboration: Teams work cross‑functionally, sharing knowledge and celebrating collective success.
• Transparency: Open communication and data‑driven decision making are at the core of everything we do.
• Well‑being: We prioritize mental and physical health through flexible work arrangements, wellness programs, and supportive leadership.

Our remote‑first model empowers you to work from anywhere in the UK, with flexible hours that accommodate EMEA time zones. We also offer occasional in‑person retreats and off‑site strategy sessions to strengthen relationships and foster a sense of community.

Compensation & Benefits

While specific figures vary based on experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to individual and company goals.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements and remote‑work stipend.
• Professional development budget and access to industry conferences.
• Wellness initiatives such as gym memberships, mental health resources, and mindfulness programs.
• Annual team‑building retreats and off‑site strategy sessions.
• Employee referral bonuses and recognition programs.

Diversity, Equity, and Inclusion

brighthush is committed to building a workforce that reflects the diverse communities we serve. We actively seek candidates from all backgrounds, genders, ethnicities, ages, and abilities. Our inclusive hiring practices and supportive culture ensure that every team member can thrive and contribute to our shared success.

Reporting Structure & Team Composition

As Senior Director of Customer Success – EMEA, you will report directly to the Chief Customer Officer. Your team will include:

• 4 Regional CS Managers (Germany, France, UK, Middle East).
• 2 Customer Success Operations Leads.
• 3 Customer Success Analysts.
• 1 Customer Experience Designer.
• 1 Customer Success Automation Engineer.

Collaboration with Sales, Product, Engineering, and Marketing will be essential to ensure a seamless customer journey and continuous improvement of our services.

Apply Today

If you are a strategic, customer‑centric leader ready to shape the future of cybersecurity in the EMEA region, we want to hear from you. Join brighthush and help us empower organizations worldwide to stay ahead of cyber threats while delivering unparalleled value to our customers.