Senior Director of Customer Success & Growth – B2B SaaS, Identity & AI Integration Leadership

About brighthush

brighthush is a trailblazing SaaS security company that empowers businesses to protect their cloud applications while accelerating digital transformation. With a dynamic platform that secures SaaS environments, streamlines identity management, and delivers AI‑powered insights, we help organizations stay ahead of evolving cyber threats. Our mission is to make security effortless, scalable, and deeply integrated into the everyday workflows of modern enterprises.

Why Join brighthush?

At brighthush, we believe that the most powerful security solutions are built by people who are passionate about technology, customer success, and continuous improvement. As a Senior Director of Customer Success & Growth, you will be at the forefront of shaping how our customers experience value, drive adoption, and achieve measurable business outcomes. You will work alongside a high‑velocity, cross‑functional team that includes Product, Engineering, Sales, and Marketing, all dedicated to delivering world‑class service.

Key Responsibilities

• Lead and Inspire a High‑Performing Team: Build, mentor, and scale a team of Customer Success Managers (CSMs) and Specialists who champion customer advocacy and retention.
• Own Retention & Expansion: Develop and execute strategies that reduce churn, increase upsell opportunities, and maximize the lifetime value of each customer.
• Strategic Partnering: Collaborate closely with Sales, Product, and Engineering to align customer feedback with roadmap priorities and ensure a seamless handoff from onboarding to ongoing success.
• Data‑Driven Decision Making: Leverage CS platforms, CRM, BI tools, and custom dashboards to monitor health scores, usage patterns, and satisfaction metrics. Translate data into actionable insights.
• Executive Presence: Serve as the primary point of contact for key enterprise accounts, presenting quarterly business reviews, growth plans, and strategic recommendations to C‑suite stakeholders.
• Process & Tool Optimization: Continuously refine workflows, automation, and integrations (including SSO, IAM, OAuth, and API connectors) to improve efficiency and customer experience.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer conferences, positioning the brand as a trusted advisor in SaaS security.
• Talent Development: Design and deliver training programs that elevate the skill set of the Customer Success organization, fostering a culture of learning and innovation.

Essential Qualifications

• 10+ years of progressive experience in Customer Success or post‑sale leadership within B2B SaaS environments.
• Minimum 5 years of proven success managing and scaling high‑growth Customer Success teams.
• Deep technical understanding of SaaS architecture, identity management (SSO, IAM, OAuth), API integrations, and AI/ML application in customer workflows.
• Track record of owning and improving retention metrics, driving expansion revenue, and achieving net revenue retention (NRR) targets.
• Proficiency with leading CS platforms (e.g., Gainsight, Totango), CRM systems (Salesforce, HubSpot), and BI tools (Tableau, Looker, Power BI).
• Exceptional executive communication skills, with experience presenting to C‑suite executives and steering cross‑functional initiatives.
• Strong analytical mindset, comfortable turning complex data sets into clear, actionable strategies.
• Demonstrated ability to build and nurture a high‑performing, inclusive, and collaborative team culture.

Preferred Qualifications

• Experience in the cybersecurity or identity‑management space.
• Hands‑on experience with AI/ML tools that enhance customer success workflows.
• Background in scaling Customer Success operations from early‑stage to enterprise‑scale.
• Knowledge of compliance frameworks (GDPR, SOC 2, ISO 27001) and how they impact customer onboarding and support.
• Prior experience leading global or distributed teams across multiple time zones.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Visionary mindset that aligns customer success with business growth.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and measurable outcomes.
• Technical Fluency: Comfortable navigating complex SaaS ecosystems and translating technical concepts to non‑technical stakeholders.
• Data Literacy: Expertise in interpreting dashboards, health scores, and predictive analytics.
• Collaboration: Proven track record of working effectively with Sales, Product, Engineering, and Marketing.
• Change Management: Skilled at driving adoption of new processes, tools, and best practices.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As Senior Director, you will have the opportunity to:

• Shape the strategic direction of the Customer Success organization and influence company‑wide initiatives.
• Mentor future leaders and contribute to a culture of continuous improvement.
• Participate in executive leadership meetings, gaining exposure to high‑level decision making.
• Access to industry conferences, certifications, and advanced training in SaaS, security, and AI.
• Benefit from a robust internal mobility program that encourages cross‑functional career moves.

Work Environment & Culture at brighthush

We foster a culture that values curiosity, collaboration, and accountability. Our remote‑first model empowers employees to work from anywhere in the United States, while we maintain a strong sense of community through virtual town halls, hackathons, and quarterly all‑hands meetings. Diversity, equity, and inclusion are not just buzzwords for us—they are the foundation of our hiring, promotion, and day‑to‑day interactions.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total compensation package that includes:

• Base salary commensurate with market rates for senior leadership in SaaS.
• Performance‑based bonuses tied to customer retention, expansion, and NRR targets.
• Equity options that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off, including unlimited vacation for senior leaders.
• Professional development stipend and reimbursement for certifications.
• Wellness programs, mental health resources, and a company‑wide wellness stipend.
• Annual remote work stipend for home office setup.

How to Apply

If you are a visionary leader who thrives in a fast‑paced SaaS environment and is ready to drive customer success at the intersection of security and AI, we want to hear from you. Submit your application through the link below, and let’s explore how you can help brighthush redefine the future of SaaS security.