Senior Director of Customer Success – Strategic Visionary Driving Retention, Expansion, and Customer Advocacy for brighthush’s AI‑Powered Cybersecurity SaaS Platform

About brighthush

brighthush is a trailblazing AI‑driven cybersecurity firm that empowers organizations to protect their most valuable asset: people. By combining cutting‑edge machine learning with behavioral science, we deliver world‑class security‑awareness training that reduces human risk and strengthens the entire security posture of our clients. Founded in 2025, brighthush has rapidly grown to a vibrant team of 11‑50 professionals, headquartered in the heart of New York City, and is now expanding its footprint across the United States.

Our mission is simple yet profound: to make cybersecurity intuitive, engaging, and effective for every employee. We partner with Fortune 500 enterprises, mid‑market leaders, and high‑growth startups to transform their security culture, reduce incidents, and accelerate digital transformation. With a portfolio of AI‑powered solutions, we are redefining how organizations think about human risk and security awareness.

Why Join brighthush?

• Impactful Work: You will directly influence the success of our clients, ensuring they derive maximum value from our AI‑driven platform and become long‑term partners.
• Fast‑Paced Growth: As a high‑growth, early‑stage company, you will have the chance to shape processes, build teams, and leave a lasting legacy.
• Remote Flexibility: Work from anywhere in the U.S. with a robust remote infrastructure, monthly connectivity stipend, and a culture that values work‑life balance.
• Competitive Compensation: We offer a comprehensive package that includes base salary, performance bonuses, meaningful equity, and a suite of benefits.
• Learning & Development: Continuous learning is embedded in our culture. You will have access to industry conferences, certifications, and internal knowledge sharing.
• Diverse & Inclusive Culture: brighthush celebrates diversity, fosters inclusion, and encourages every team member to bring their authentic self to work.

Key Responsibilities

As the Senior Director of Customer Success, you will be the architect of our customer journey, the guardian of retention, and the catalyst for expansion. Your day‑to‑day activities will include:

• Strategy & Operating Model Design: Build a scalable CS operating model that covers segmentation, playbooks, health scoring, quarterly business reviews (QBRs), and the entire tech stack. Own the end‑to‑end customer lifecycle.
• Retention & Growth Leadership: Own the metrics that matter—Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and churn. Develop proactive renewal strategies, upsell programs, and expansion plans that drive revenue growth.
• Customer Journey & Adoption: Craft a high‑touch onboarding experience that accelerates time‑to‑value, ensures robust product adoption, and proactively identifies and mitigates risks.
• Executive Relationship Management: Serve as the trusted partner and senior escalation point for C‑suite and key stakeholders. Build lasting relationships that translate into advocacy and referrals.
• Cross‑Functional Collaboration: Partner with Product to influence roadmap priorities, Sales to ensure seamless handoffs, and Marketing to build customer advocacy and success stories.
• Team Leadership & Development: Recruit, coach, and scale a high‑performing CS team. Foster a culture of continuous improvement, data‑driven decision making, and customer obsession.
• Process & Tool Optimization: Evaluate, implement, and optimize CS tools (e.g., brighthush, brighthush, brighthush, brighthush, brighthush) and ensure data integrity and actionable insights.
• Strategic Reporting: Provide executive‑level dashboards and insights on customer health, churn risk, expansion opportunities, and CS performance metrics.

Essential Qualifications

• 7+ years of progressive experience in B2B SaaS Customer Success or Account Management, with at least 3 years in a leadership role.
• Demonstrated success building or scaling a CS function that directly impacted retention, churn reduction, and revenue expansion.
• Deep familiarity with SaaS metrics—GRR, NRR, churn, LTV, CAC, and CSAT/NPS—and the ability to translate data into actionable strategies.
• Hands‑on experience with CS technology stacks (e.g., brighthush, brighthush, brighthush, brighthush, brighthush) and the ability to champion tool adoption.
• Strong technical acumen in B2B SaaS products, with a preference for experience in cybersecurity or related technology domains.
• Proven ability to operate in ambiguous, fast‑moving environments, building structure from scratch and iterating quickly.
• Excellent communication skills—both written and verbal—across all levels of an organization, including C‑suite executives.
• High emotional intelligence, empathy, and a customer‑centric mindset.
• Experience in high‑growth or early‑stage startups is highly desirable.
• Cybersecurity background or deep understanding of the security landscape is a strong plus.

Preferred Qualifications

• Prior experience leading CS teams in a cybersecurity or AI‑driven security‑awareness space.
• Track record of building and scaling CS processes that support rapid scaling and global expansion.
• Experience with executive‑level stakeholder management and strategic account planning.
• Knowledge of compliance frameworks (GDPR, CCPA, ISO 27001, NIST) and how they impact customer success.
• Proficiency in data analysis tools (brighthush, brighthush) and the ability to create compelling dashboards.
• Background in change management, organizational development, or process improvement methodologies (Lean, Six Sigma).

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Analytical Acumen: Strong data literacy and the capacity to derive insights from complex datasets.
• Leadership & Coaching: Talent for building high‑performing teams, fostering growth, and creating a culture of accountability.
• Customer Obsession: A relentless focus on delivering value and exceeding customer expectations.
• Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Collaboration: Comfortable working cross‑functionally with Product, Sales, Marketing, and Engineering.
• Adaptability: Thrives in a dynamic environment, embraces change, and turns ambiguity into opportunity.
• Communication: Articulate, persuasive, and able to translate technical concepts to non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both rapid and rewarding. As Senior Director of Customer Success, you will:

• Lead a high‑impact function that directly influences company revenue and customer satisfaction.
• Collaborate with senior leadership to shape product strategy, go‑to‑market plans, and overall company vision.
• Mentor and develop a team of CS professionals, creating a pipeline of future leaders.
• Participate in industry conferences, webinars, and thought‑leadership events to stay at the forefront of cybersecurity and customer success trends.
• Earn equity that reflects your contribution to the company’s growth and success.
• Benefit from a culture that encourages continuous learning, skill development, and cross‑functional exposure.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and inclusivity. Our remote‑first approach means:

• Flexible work hours that respect personal commitments while ensuring team alignment.
• Regular virtual town halls, team‑building events, and cross‑departmental hackathons.
• A commitment to mental health and well‑being, with resources such as counseling services and wellness stipends.
• Transparent communication from leadership, fostering trust and shared purpose.
• A focus on diversity, equity, and inclusion, with initiatives that celebrate different perspectives and backgrounds.

Compensation & Benefits

While the exact figures are tailored to experience and market conditions, our compensation package includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to CS metrics and company growth.
• Meaningful equity stake, aligning your success with the company’s long‑term value.
• Comprehensive health benefits: medical, dental, and vision coverage.
• Monthly connectivity stipend to support a reliable home office setup.
• Unlimited paid time off (PTO) to encourage rest, recharge, and personal growth.
• 401(k) retirement savings plan with company match.
• Remote work flexibility across the U.S., with a preference for East Coast locations.

How to Apply

If you are a strategic, customer‑centric leader ready to shape the future of a high‑growth cybersecurity company, we want to hear from you. Please submit your resume and a cover letter outlining why you are the ideal fit for the Senior Director of Customer Success role at brighthush.

Join us in redefining security awareness and building a safer digital world—one customer at a time.