Senior Director of Customer Success – Western U.S. – Driving Enterprise Growth, Adoption, and Advocacy at brighthush

About brighthush

brighthush is a pioneering force in the cybersecurity and identity protection arena, empowering enterprises to safeguard their digital footprints across hybrid and multi‑cloud landscapes. Since our inception in 2014, we have cultivated a vibrant community of over 800 professionals who are passionate about crafting resilient, user‑centric security solutions. Our mission is simple yet powerful: make cyber resilience effortless, scalable, and measurable, so that our customers can focus on their core business while we shield their most valuable data.

Why Join brighthush?

At brighthush, we believe that exceptional people are the engine behind extraordinary outcomes. We nurture a culture of continuous learning, collaboration, and innovation, where every team member is empowered to take ownership, experiment, and grow. As a remote‑first organization, we offer the flexibility to work from anywhere in the United States while fostering a strong sense of community through virtual town halls, peer‑learning sessions, and quarterly all‑hands meetings.

Role Overview

We are looking for a visionary Senior Director of Customer Success – Western U.S. to lead our regional customer success organization. In this role, you will be the strategic partner for our enterprise customers, ensuring they extract maximum value from our identity protection and cyber resilience platform. You will build and scale a high‑performing Customer Success team, drive adoption, retention, and expansion, and collaborate closely with Sales, Renewals, Technical Delivery, Product, and Marketing to deliver an unparalleled customer experience.

Key Responsibilities

• Strategic Leadership: Own the operating plan for the Western U.S. region, translating brighthush’s customer success priorities into clear team goals, coverage expectations, and execution rhythms.
• Performance Management: Lead the team in achieving gross retention (GRR), renewal attainment, portfolio health, success‑plan execution, customer advocacy, and qualified customer success leads (CSQLs) in partnership with Sales.
• Portfolio Oversight: Review regional customer coverage and portfolio performance; identify gaps in capacity, focus, and execution, and recommend actions to the regional VP/AVP.
• Health & Renewal Readiness: Maintain a reliable view of account health, renewal readiness, customer sentiment, adoption, and expansion readiness across the portfolio.
• Team Building & Development: Hire, onboard, coach, and develop a high‑performing team; set clear expectations and manage performance consistently.
• Proactive Customer Engagement: Coach CSMs to move from reactive account coverage to proactive adoption, value realization, risk mitigation, and executive engagement.
• Coaching Cadence: Establish a regular coaching and inspection cadence, including one‑to‑ones, portfolio reviews, calibration, and development planning.
• Succession Planning: Build team capability and succession depth through feedback, stretch assignments, knowledge sharing, and career development.
• Account Health & Risk Management: Inspect the quality and execution of success plans, ensuring customer business and security outcomes, use cases, milestones, owners, and value measures are clear.
• Data‑Driven Adoption: Coach teams to use customer telemetry, health indicators, deployment context, and product usage to identify adoption gaps and demonstrate value.
• Use‑Case Adoption: Drive disciplined adoption of relevant brighthush use cases across the portfolio, including DSP posture reviews, ADFR recovery testing, DRET/Lightning detection, incident workflows, and maintaining current product versions.
• Executive Engagement: Ensure QBRs/EBRs and executive engagements connect technical progress to customer security and business priorities.
• Cross‑Functional Collaboration: Partner with Technical Delivery and other teams to keep deployment responsibilities distinct from ongoing adoption and value realization.
• Risk & Expansion Management: Inspect red/yellow accounts, at‑risk renewals, and expansion‑ready customers; ensure owners, next steps, mitigation plans, and leadership involvement are clear and documented.
• Escalation Leadership: Coach teams to surface risk early, coordinate save strategies, and engage Sales, Renewals, Support, Product, and Technical Delivery as appropriate.
• Renewal & Expansion: Partner with Sales and Renewals on renewal readiness, account strategy, and expansion opportunities; ensure CSQLs are grounded in validated customer needs and followed through.
• Escalation Support: Support major customer escalations within the region, aligning the right internal stakeholders and maintaining clear customer communication and accountability.
• Regional Routines: Establish and maintain consistent regional routines for portfolio reviews, success‑plan inspection, QBR quality, renewal readiness, escalation follow‑through, and team development.
• Data Management: Use Salesforce (SFDC), TaskRay, and relevant customer‑success dashboards to maintain accurate account context, health, risk, success‑plan, renewal, and next‑step information.
• Process Improvement: Partner with CS Operations and regional leadership to improve visibility, data quality, playbooks, and repeatable customer‑success practices.
• Representation: Represent the regional Customer Success team in relevant operating, product, and go‑to‑market forums; bring customer feedback and field learnings to internal partners.
• Cross‑Department Collaboration: Collaborate effectively across Sales, Renewals, Technical Delivery, Support, Product, Security, and Marketing to improve customer outcomes and the end‑to‑end customer experience.

Essential Qualifications

• 3+ years of leadership experience developing high‑performing Customer Success, Technical Account Management, or Account Management teams in B2B SaaS, cybersecurity, or infrastructure software.
• Proven track record of improving team execution and customer outcomes across retention, renewal readiness, adoption, customer health, and value realization.
• Experience coaching teams that manage complex enterprise customers and multi‑stakeholder programs.
• Strong cybersecurity product or services experience with credibility to engage CISOs, CIOs, security operations leaders, IAM leaders, architects, and technical champions.
• Ability to explain identity‑security concepts and connect customer outcomes to business value; familiarity with Active Directory, Entra ID, identity security, incident response, and cyber‑resilience concepts is highly relevant.
• Demonstrated skill in customer‑risk identification, escalation leadership, renewal planning, and cross‑functional problem solving.
• Strong people‑leadership skills, including hiring, performance management, coaching, talent development, and building a healthy team culture.
• Data‑informed operating skills: able to use portfolio dashboards, customer health signals, adoption measures, and CRM/CS tooling to set priorities and improve execution.
• Excellent written and verbal communication, executive presence, sound judgment, and ability to influence across teams in a global, distributed organization.
• Experience with Salesforce, TaskRay, or comparable CRM and Customer Success platforms.
• Familiarity with customer‑success measures and processes such as GRR, NRR, CSQLs, success plans, QBRs/EBRs, health scoring, and renewal forecasting.
• Relevant cybersecurity or customer‑success certifications (e.g., CISSP, CISM, CCSP, or equivalent) are a plus.
• Prior experience in professional services, solutions engineering, technical delivery, security engineering, or incident response.

Preferred Qualifications

• Experience leading a regional Customer Success organization within a fast‑growing SaaS company.
• Deep understanding of cross‑cloud and hybrid security environments, including identity protection and cyber resilience.
• Track record of building and scaling high‑velocity teams in a remote‑first setting.
• Proficiency in advanced analytics tools (e.g., Tableau, Power BI) to derive actionable insights from customer data.
• Experience working with enterprise customers in regulated industries such as finance, healthcare, or government.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Advocacy
• Data‑Driven Decision Making
• Cross‑Functional Collaboration & Influence
• Coaching & Talent Development
• Change Management & Process Improvement
• Technical Acumen in Identity & Security
• Exceptional Communication & Presentation Skills
• Resilience & Adaptability in a Rapidly Evolving Market

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the cybersecurity landscape. As Senior Director of Customer Success, you will:

• Lead a high‑impact regional team that directly influences revenue growth and customer lifetime value.
• Collaborate with senior executives to shape product strategy and go‑to‑market initiatives.
• Mentor and develop future leaders, creating a pipeline of talent that drives the company’s success.
• Participate in leadership development programs, including executive coaching, strategic management workshops, and industry conferences.
• Earn certifications and training in advanced cybersecurity, customer success, and leadership to stay ahead of industry trends.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Innovation: Encouraging experimentation, rapid prototyping, and continuous improvement.
• Inclusivity: A diverse workforce that celebrates different perspectives and fosters belonging.
• Work‑Life Balance: Flexible schedules, generous paid time off, and mental health resources.
• Community Engagement: Volunteer programs, hackathons, and partnerships with nonprofits to give back.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior leadership roles.
• Performance‑based bonus structure tied to team and company metrics.
• Equity or stock‑option plan to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health support.

How to Apply

If you are a strategic, customer‑obsessed leader ready to drive success for enterprise customers across the Western United States, we want to hear from you. Submit your application through the link below and join a team that is redefining cybersecurity for the modern enterprise.