Senior Director of Enterprise Customer Success – Global Strategy, Retention & Expansion Leadership for SaaS Security Solutions at brighthush

About brighthush

brighthush is a pioneering force in the cybersecurity and enterprise security software arena, delivering AI‑driven solutions that safeguard organizations across the globe. With a relentless focus on innovation, customer success, and operational excellence, brighthush has earned a reputation for turning complex security challenges into simple, scalable outcomes. Our mission is to empower businesses to thrive in a digital world where security is both a necessity and a competitive advantage.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, growth‑oriented culture that values bold ideas, data‑driven decision making, and a deep commitment to customer impact. We champion diversity, inclusion, and continuous learning, giving you the chance to shape the future of enterprise security while advancing your own career. As the Senior Director of Enterprise Customer Success, you’ll lead a world‑class team, influence product strategy, and drive measurable value for our most strategic clients.

Key Responsibilities

In this role, you will:

• Lead and develop a high‑performing Enterprise Customer Success organization across the Americas, overseeing Directors, Managers, and their CS teams.
• Drive retention, satisfaction, and expansion across a portfolio of large, complex enterprise customers, ensuring they realize maximum value from our security platform.
• Define and execute the Enterprise CS strategy in alignment with brighthush’s business objectives, refining segmented motions for government, strategic, and major accounts.
• Partner cross‑functionally with Sales, Renewals, Support, and Product to create seamless, end‑to‑end customer experiences and maximize lifetime value.
• Build executive relationships with C‑suite stakeholders, understanding their business goals and guiding long‑term success through proactive engagement.
• Implement scalable success planning frameworks, executive business reviews, and value realization models tailored to enterprise customers.
• Leverage data insights to forecast retention risk, identify upsell opportunities, and drive proactive engagement initiatives.
• Coach and mentor CS leaders, fostering a culture of accountability, continuous improvement, and high performance.
• Advocate for the customer voice across the organization, influencing product roadmap and go‑to‑market priorities.
• Travel up to 25% to meet with key customers and internal teams, reinforcing relationships and gathering on‑the‑ground insights.

Strategic Impact Areas

• Develop and refine the Enterprise CS Playbook to standardize best practices across regions.
• Establish a Customer Health Index that integrates usage data, support tickets, and business outcomes.
• Lead the creation of a Global Expansion Playbook that identifies cross‑sell and upsell opportunities within existing accounts.
• Drive the adoption of AI‑powered predictive analytics to anticipate churn and recommend proactive interventions.
• Champion the integration of customer feedback loops into product development cycles.

Essential Qualifications

We’re looking for a seasoned leader who brings:

• 10+ years of experience in Customer Success, Account Management, or Post‑Sales leadership within a B2B SaaS environment, with at least 5 years leading large or multi‑level teams.
• Proven success managing Enterprise or Global customers, ideally in cybersecurity, email security, or infrastructure SaaS.
• Strong business acumen and the ability to partner with senior executives at Fortune 500 organizations.
• Demonstrated ability to scale teams and processes in a high‑growth environment.
• Experience driving retention and expansion strategies through data, systems, and cross‑functional collaboration.
• Exceptional communication, executive presence, and relationship‑management skills.
• Strategic thinking with a knack for thriving in ambiguity, acting with ownership and urgency.
• Deep understanding of renewals and expansion motions in partnership with Renewal Management and Sales.
• Experience building and operationalizing AI‑driven processes for post‑sales functions.

Preferred Qualifications

While not mandatory, the following experience will set you apart:

• Background in email security, cybersecurity, or enterprise infrastructure software.
• Familiarity with API‑based SaaS solutions and cloud‑native architectures.
• Prior experience leading global or multi‑regional teams in a high‑velocity SaaS company.

Core Skills & Competencies

• Strategic Leadership & Vision
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Executive Stakeholder Management
• Team Coaching & Development
• Process Optimization & Scalability
• Cross‑Functional Collaboration
• Change Management & Agility
• Financial Acumen & P&L Ownership
• Technology & Product Insight

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding:

• Progression to VP of Customer Success or Chief Customer Officer roles.
• Exposure to executive leadership and strategic decision making.
• Access to industry conferences, certifications, and continuous learning programs.
• Mentorship from senior leaders and a collaborative peer network.
• Opportunity to shape the future of enterprise security and customer success at a global scale.

Work Environment & Culture

brighthush thrives on a culture of innovation, transparency, and collaboration. We value:

• Open communication and a flat hierarchy that encourages idea sharing.
• Work‑life balance with flexible remote options and a results‑oriented approach.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Continuous feedback loops and a focus on personal and professional growth.
• Team events, hackathons, and community outreach initiatives that foster camaraderie.

Compensation & Benefits

While the exact compensation will be tailored to your experience, skills, and location, the role offers:

• Competitive base salary in the range of $255,040–$300,000 USD.
• Performance‑based bonus and incentive opportunities.
• Equity participation, aligning your success with brighthush’s growth.
• Comprehensive benefits package, including health, dental, vision, and life insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and wellness programs.
• Professional development budget and tuition reimbursement.
• Access to cutting‑edge tools, technology, and resources to support your success.

How We Use AI in Our Hiring Process

brighthush uses AI‑assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. If your application is successful and brighthush makes a conditional offer of employment, we will carry out pre‑employment checks which must be successfully completed to progress to a final offer. All processes and pre‑employment checks are in line with prevailing legislation and brighthush’s policies relevant to our security and privacy standards.

Equal Opportunity Employer

brighthush is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

Ready to Make an Impact?

Are you a visionary leader who thrives on turning complex challenges into measurable successes? Do you have a passion for building high‑performing teams and delivering exceptional value to enterprise customers? If so, we invite you to bring your expertise to brighthush and help shape the future of security technology.

Apply today and join a team that is redefining what it means to protect, empower, and succeed in the digital age.

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