Senior Director of Customer Success – West Coast, B2B SaaS & Cybersecurity – Drive Customer Value & Growth at brighthush

About brighthush

At brighthush, we’re redefining the way businesses protect and empower their digital identities. As a leading provider of identity security solutions, we combine cutting‑edge technology with a relentless focus on customer success. Our mission is simple: help organizations stay secure, compliant, and resilient in an ever‑evolving threat landscape. With a global footprint and a culture that thrives on innovation, collaboration, and impact, brighthush is the place where ambitious leaders can shape the future of cybersecurity.

Role Overview

We’re looking for a visionary Senior Director of Customer Success to lead our West Coast customer success organization. In this role, you will be the strategic partner for our most valuable clients, ensuring they achieve maximum ROI from our platform, drive adoption, and become advocates for brighthush. You will build, coach, and scale a high‑performing team that delivers world‑class service, nurtures long‑term relationships, and fuels revenue growth through upsells and renewals.

Key Responsibilities

• Team Leadership & Development: Recruit, mentor, and retain a diverse group of Customer Success Managers (CSMs) and Specialists. Foster a culture of continuous improvement, data‑driven decision making, and customer‑centric thinking.
• Strategic Customer Engagement: Partner with CSMs to design and execute tailored success plans that align with each client’s business objectives, risk appetite, and security posture.
• Value Realization & Expansion: Own the end‑to‑end customer journey, from onboarding to renewal. Identify upsell and cross‑sell opportunities, collaborating closely with Sales and Product teams to deliver measurable value.
• Data‑Driven Insights: Leverage analytics platforms (Salesforce, TaskRay, and custom dashboards) to monitor health scores, churn risk, and adoption metrics. Translate data into actionable insights for both internal stakeholders and customers.
• Executive Presence & Advocacy: Serve as the voice of the customer in executive forums, product roadmaps, and strategic initiatives. Build trust with C‑suite leaders and influence decision‑making.
• Process & Tool Optimization: Continuously refine customer success workflows, playbooks, and automation to increase efficiency and scalability.
• Cross‑Functional Collaboration: Work hand‑in‑hand with Sales, Marketing, Product, and Engineering to ensure a seamless handoff and a unified customer experience.
• Compliance & Risk Management: Ensure all customer interactions comply with industry regulations (GDPR, CCPA, SOC 2, etc.) and internal security policies.

Essential Qualifications

• Minimum 3+ years of progressive leadership experience in Customer Success, Account Management, or a related post‑sale function within B2B SaaS, cybersecurity, or infrastructure software.
• Proven track record of managing high‑volume, high‑value accounts and driving renewal rates above 90%.
• Deep understanding of identity security concepts, threat landscapes, and compliance frameworks.
• Strong analytical mindset with experience using Salesforce, TaskRay, and other CRM/CSM tools to drive insights and reporting.
• Exceptional communication skills—able to articulate complex technical concepts to both technical and non‑technical audiences, including C‑suite executives.
• Demonstrated ability to coach and develop teams, fostering a culture of accountability, growth, and customer obsession.
• Experience in a remote or hybrid work environment, with a proven ability to build cohesive teams across geographical boundaries.

Preferred Qualifications

• Background in a cybersecurity or identity‑focused organization, with a deep appreciation for the unique challenges of securing digital identities.
• Experience with advanced customer success metrics such as NPS, CSAT, Customer Health Score, and Customer Lifetime Value.
• Knowledge of industry standards like ISO 27001, NIST, and the Cloud Security Alliance.
• Prior experience leading global or multi‑region teams.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Data Literacy: Comfortable turning raw data into clear, actionable insights.
• Customer‑Obsessed: Passion for delivering exceptional experiences and measurable outcomes.
• Leadership & Influence: Inspires teams, drives change, and builds consensus across functions.
• Problem‑Solving: Tackles complex challenges with creativity and pragmatism.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Director, you’ll:

• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor the next generation of customer success leaders through formal coaching and peer‑learning programs.
• Participate in executive leadership forums and contribute to company‑wide strategic decisions.
• Access continuous learning resources—industry certifications, conferences, and internal knowledge hubs.
• Enjoy a clear path to executive roles such as Vice President of Customer Success or Chief Customer Officer.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote‑first culture empowers you to work from anywhere in California while staying connected through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Real‑time collaboration tools (Slack, Teams, Miro).
• Regular virtual coffee chats and team‑building events.
• A commitment to work‑life balance, with flexible hours and generous paid time off.

Compensation & Perks

While specific figures vary based on experience, we offer a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior leadership in B2B SaaS and cybersecurity.
• Performance‑based bonus structure tied to customer renewal rates, expansion revenue, and team metrics.
• Equity options that align your success with the long‑term growth of brighthush.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited vacation policy and flexible working arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that’s changing how the world protects its most valuable asset—identity. You’ll work alongside passionate engineers, product visionaries, and sales leaders who are committed to delivering secure, scalable solutions. Your leadership will directly influence customer success, revenue growth, and the broader cybersecurity landscape.

How to Apply

Ready to take the next step in your career and make a lasting impact? Submit your application through our careers portal or click the link below to explore this exciting opportunity further.