Senior Director of Customer Success & Growth – Enterprise SaaS & AI‑Driven Security Solutions

About brighthush

brighthush is a trailblazing cybersecurity platform that empowers enterprises to manage risk at machine speed. By ingesting data from over 400 security tools, our platform creates a unified Context Risk Graph and deploys AI agents that prioritize, route, and verify remediation actions. Trusted by global leaders such as Visa, PayPal, Volvo Group, and Johnson Controls, brighthush delivers a frictionless, agentic control plane that reduces exposure without forcing vendor consolidation.

Our mission is simple: democratize software security by making risk management intuitive, automated, and scalable. We believe that the future of security is built on AI, collaboration, and a relentless focus on customer success. At brighthush, we live by five core values—Hungry, Humble, Hardworking, Honest, Human—that guide every decision and interaction.

Why brighthush?

Working at brighthush means being part of a high‑velocity, scale‑up environment where your ideas shape the product, culture, and the future of cybersecurity. We invest heavily in learning and development, offer competitive compensation, and foster a culture of transparency, inclusion, and continuous improvement. If you thrive on solving complex problems, driving measurable impact, and leading a global team, brighthush is the place for you.

About the Role

As the Senior Director of Customer Success & Growth, you will own the entire customer journey for brighthush’s enterprise security customers—from onboarding and adoption to renewal, expansion, and advocacy. You will lead a global Customer Success organization spanning the United States and India, setting strategy, playbooks, and operational rigor that transform customers into long‑term partners and champions of our platform. Your AI‑first mindset will be critical: you’ll leverage automation and AI‑driven insights to proactively engage customers, accelerate adoption, and uncover expansion opportunities.

This is a hands‑on leadership role for someone who thrives in a fast‑moving, scale‑up environment and is equally comfortable setting strategy with the C‑suite and rolling up their sleeves on the details that drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer trust.

What You’ll Own

Customer Retention & Growth

• Own and continuously improve GRR and NRR, establishing clear playbooks, KPIs, and accountability frameworks.
• Partner with Sales to co‑design expansion and renewal strategies, driving upsell and cross‑sell motions across high‑value accounts.
• Design and execute proactive engagement strategies that identify and capitalize on expansion opportunities early in the customer lifecycle.
• Build C‑level engagement frameworks that position brighthush as a strategic partner and trusted advisor.

Customer Success Management

• Lead the global Customer Success strategy and operations, ensuring world‑class responsiveness, resolution times, and satisfaction.
• Define and track SLAs (first response, time‑to resolution, backlog management) and ensure performance meets or exceeds benchmarks.
• Implement scalable support models—including tiered support, self‑service, knowledge base, and AI/automation—to meet growing demand.
• Build escalation paths that enable seamless collaboration between Support, Engineering, and Customer Success.
• Drive continuous improvement by analyzing support tickets to surface systemic issues and feeding insights into Product and CS.
• Champion operational excellence in ticket resolution efficiency and turnaround time, continuously identifying opportunities to improve.

Customer Onboarding & Training

• Develop scalable onboarding and adoption programs that ensure rapid time‑to‑value and deep product usage.
• Design and execute a comprehensive training strategy that empowers customers to become power users.

Product Adoption & Value Realization

• Create and execute a product communication cadence that keeps clients informed about updates, cybersecurity trends, and industry insights.
• Drive new feature adoption and manage release planning in partnership with Engineering and Product.
• Define metrics and dashboards to monitor adoption health across accounts.
• Leverage customer data and analytics to assess behavior, usage patterns, and overall satisfaction, building actionable dashboards.
• Lead proactive adoption campaigns using predictive modeling and AI‑driven alerts to intervene before churn risks materialize.

Customer Advocacy & Community

• Build formal advocacy programs—including advisory boards, case studies, references, and peer communities—to amplify customer voices.
• Ensure customers become champions within their industries and referenceable for new sales opportunities.

Cross‑Functional Leadership

• Serve as the voice of the customer to executive leadership, influencing product, sales, and marketing strategy.
• Partner with Product and Engineering to prioritize roadmap items based on customer needs and adoption blockers.
• Drive product roadmap through data analytics and customer feedback loops.
• Collaborate with Finance to forecast retention and expansion revenue.
• Partner with Marketing on advocacy and thought‑leadership initiatives.

Team Leadership

• Lead a high‑performing Customer Success team across the United States and India.
• Foster a motivated, collaborative, and well‑connected team culture across continents.
• Create repeatable processes for enterprise account management, QBRs, and executive engagement.
• Champion an AI‑first mindset within the team, training and enabling CSMs to leverage AI tools for improved efficiency and outcomes.

Who You Are

Experience & Qualifications

• 15+ years in Enterprise Customer Success, with at least 10+ years in a SaaS environment.
• Proven leadership in a technology or cybersecurity industry, managing large enterprise accounts and complex customer landscapes.
• Experience scaling Customer Success organizations in $25M–$100M ARR companies.
• Track record of driving GRR and NRR in enterprise SaaS with ACVs >$100K.
• Demonstrated success implementing AI approaches or AI‑driven tooling (predictive analytics, automated workflows, LLM‑assisted communication) within a Customer Success organization.
• Strong executive presence and ability to engage C‑level stakeholders at Fortune 1000 companies.
• Deep understanding of customer lifecycle management, renewal, and expansion motions, with a focus on proactive strategies.
• Expertise in process optimization and operational rigor across customer engagement workflows, escalation processes, knowledge base, and self‑service adoption strategy.
• Proven ability to build high‑performing teams and scalable processes.
• Bachelor’s degree in Business, Computer Science, or related field; Master’s degree preferred.

Skills & Competencies

• Hands‑on, entrepreneurial mindset comfortable in a startup/scale‑up environment.
• Data‑driven leader with experience using CS platforms (Gainsight, Vitally, etc.).
• Proven success in upselling, driving customer growth, and achieving revenue targets.
• Excellent interpersonal and communication skills, capable of engaging stakeholders from diverse backgrounds.
• Strong analytical skills with the ability to dissect data, identify patterns, and derive actionable insights.
• Deep understanding of CS operations tooling (Gainsight, Vitally, Salesforce, AI‑driven adoption platforms).
• Highly AI literate: understands capabilities, limitations, and practical applications of generative AI and machine learning in a B2B SaaS context.

Personality Traits

Detail‑oriented, intellectually curious, and naturally adept at building relationships. You operate as a true player‑coach with a problem‑solving mindset and strategic thinking, bringing resilience to manage conflict effectively. Your AI‑first mindset drives continuous innovation, constantly seeking ways to augment human capabilities and optimize processes through technology.

Career Growth & Learning Opportunities

• Clear career progression paths with opportunities to move into executive leadership roles.
• Access to a robust learning ecosystem—internal workshops, external conferences, and AI/ML training programs.
• Mentorship from senior leaders and a culture that rewards initiative and ownership.
• Opportunity to shape the future of cybersecurity and customer success at a rapidly growing company.

Work Environment & Culture

• Hybrid work model with flexible hours and remote options to support work‑life balance.
• Inclusive, collaborative culture that values diverse perspectives and encourages open dialogue.
• Recognition programs that celebrate achievements—from employee of the month to innovation awards.
• Commitment to diversity and inclusion, ensuring every team member feels valued and empowered.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes health, dental, vision, and life insurance for employees and dependents. We also provide generous paid time off, a 401(k) plan with company match, and a flexible spending account. Continuous learning is supported through a dedicated budget for certifications, courses, and conferences.

How to Apply

If you are ready to lead a global Customer Success organization, drive AI‑powered growth, and help enterprises secure their future, we want to hear from you. Submit your application through our careers portal and join brighthush in redefining the cybersecurity landscape.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected category. All qualified individuals are encouraged to apply and will receive consideration for employment regardless of their background or characteristics. We are committed to fostering a diverse and inclusive workplace where everyone is treated with respect and dignity.