Senior Director of Global Identity Security Customer Success Engineering – Leading Adoption, Retention, and Innovation to Protect Digital Identities at brighthush

About brighthush

brighthush is a trailblazing cybersecurity firm that empowers individuals and enterprises to secure their digital identities with confidence. Our mission is simple yet profound: to protect the world’s most valuable asset—identity—through intelligent, AI‑driven solutions that anticipate, detect, and neutralize threats before they can cause harm. We operate on the front lines of the cyber‑security battlefield, translating cutting‑edge research into products that are both powerful and user‑friendly.

Our culture is built on three pillars: bold innovation, relentless execution, and a deep‑rooted belief that every employee can shape the future of security. Whether you’re working from a home office, a regional hub, or collaborating across continents, you’ll find a community that celebrates diversity, encourages collaboration, and rewards results. At brighthush, artificial intelligence is not a buzzword—it’s woven into every layer of our solutions, amplifying the impact each team member can have on our customers’ safety.

Role Overview

We are looking for a visionary, technically adept, and customer‑centric leader to helm the Global Customer Success Engineering organization for our Identity Security portfolio. In this senior director role, you will guide a worldwide team of Customer Success Engineers, driving product adoption, monitoring customer health, eliminating technical roadblocks, and proactively mitigating churn risk. Your strategic leadership will directly influence how our customers achieve success with brighthush’s Identity Security solutions, ensuring they realize maximum value and remain loyal partners.

Why This Role Matters

• Shape the future of identity protection for millions of users across the globe.
• Lead a high‑impact, cross‑functional team that bridges engineering, product, sales, and support.
• Drive measurable improvements in customer adoption, satisfaction, and retention.
• Influence product roadmap through deep customer insights and field feedback.
• Champion a culture of continuous learning, innovation, and customer obsession.

Key Responsibilities

Strategic Leadership & Execution

• Develop and execute a comprehensive Customer Success Engineering strategy that aligns with brighthush’s global growth objectives.
• Establish proactive engagement frameworks, including health check cadence, adoption roadmaps, and technical enablement programs.
• Set clear performance metrics and KPIs, regularly reviewing progress and adjusting tactics to meet or exceed targets.
• Own the end‑to‑end customer journey for high‑value accounts, ensuring seamless onboarding, adoption, and expansion.
• Collaborate with executive leadership to articulate the value proposition of the Customer Success Engineering function and secure resources for continuous improvement.

Churn Prevention & Customer Health

• Design and implement robust customer health monitoring systems, leveraging data analytics to detect early churn signals.
• Lead technical interventions for high‑value strategic accounts, ensuring rapid resolution of complex security challenges.
• Collaborate with Sales and Account Management to develop renewal and upsell strategies based on technical insights.
• Drive the creation of a knowledge base that captures best practices, troubleshooting guides, and success stories for internal and external use.
• Champion a proactive “customer health score” model that integrates usage data, support tickets, and business outcomes.

Customer Engagement & Relationship Building

• Act as the executive technical advocate for key customers, building trust with C‑suite executives, security architects, and IT leaders.
• Facilitate regular executive briefings, product demos, and architecture reviews to demonstrate value and gather feedback.
• Champion a customer‑first mindset across the organization, ensuring that every interaction reflects brighthush’s commitment to excellence.
• Represent brighthush at industry events, conferences, and customer forums to strengthen brand presence and gather market intelligence.
• Develop and maintain a community of practice among Customer Success Engineers to share insights and elevate service standards.

Cross‑Functional Collaboration

• Partner closely with Product Management to translate field insights into actionable roadmap items.
• Work with Engineering to prioritize and accelerate fixes for high‑impact technical issues.
• Coordinate with Support and Sales teams to create seamless handoffs and unified customer experiences.
• Collaborate with Marketing to develop case studies, whitepapers, and thought leadership pieces that showcase customer success stories.
• Engage with Finance and Legal to ensure compliance, contract alignment, and risk mitigation for high‑value accounts.

Performance Metrics & Continuous Improvement

• Define and track metrics such as adoption rates, usage trends, technical engagement scores, and churn risk indices.
• Conduct regular data reviews, presenting findings to senior leadership and recommending strategic adjustments.
• Implement best practices for knowledge management, ensuring that lessons learned are captured and shared across the organization.
• Lead quarterly business reviews with key customers to assess satisfaction, identify growth opportunities, and align on future initiatives.
• Drive a culture of experimentation, encouraging the team to test new engagement tactics and measure their impact.

Essential Qualifications

• Minimum 12 years of progressive experience in Customer Success, Customer Engineering, or Enterprise Support roles, with at least 5 years in a leadership capacity.
• Proven track record of leading global, customer‑facing technical teams in enterprise SaaS or cybersecurity environments.
• Deep understanding of identity security concepts, including authentication, authorization, single sign‑on, identity governance, and threat detection.
• Strong analytical mindset, with experience building and interpreting health dashboards, usage analytics, and churn models.
• Exceptional communication skills, capable of articulating complex technical concepts to both technical and non‑technical audiences.
• Demonstrated ability to influence cross‑functional stakeholders and drive consensus on strategic initiatives.
• Experience managing remote or hybrid teams across multiple time zones.

Preferred Qualifications

• Background in the cybersecurity industry, with a focus on identity and access management.
• Experience working with large, enterprise‑grade customers and complex deployment environments.
• Hands‑on knowledge of cloud platforms (AWS, Azure, GCP) and modern DevOps practices.
• Familiarity with AI/ML tools used for threat detection and customer health analytics.
• Prior experience in a senior leadership role within a high‑growth technology company.

Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable engineering strategies.
• Technical Acumen: Deep understanding of identity security technologies and the ability to troubleshoot complex issues.
• Customer Obsession: Passion for delivering exceptional customer experiences and driving adoption.
• Data‑Driven Decision Making: Proficiency in using analytics to uncover insights and inform strategy.
• Leadership & Coaching: Talent for building high‑performing teams, fostering growth, and nurturing a culture of continuous improvement.
• Collaboration: Skilled at building strong relationships across product, engineering, sales, and support.
• Adaptability: Comfortable navigating ambiguity and driving change in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As Senior Director, you will:

• Lead cross‑functional initiatives that shape the future of identity security.
• Mentor and develop the next generation of customer success leaders.
• Participate in executive strategy sessions, influencing company‑wide direction.
• Access continuous learning resources, including certifications, conferences, and internal knowledge hubs.
• Explore opportunities to transition into broader leadership roles such as Vice President of Customer Success or Chief Customer Officer.

Work Environment & Culture at brighthush

Our hybrid model empowers you to work from wherever you perform best, while still fostering collaboration through regular virtual and in‑person touchpoints. We celebrate:

• Inclusivity: A diverse workforce where every voice is heard and valued.
• Innovation: A culture that encourages experimentation, rewards bold ideas, and embraces failure as a learning step.
• Accountability: Clear ownership, transparent metrics, and a results‑driven mindset.
• Community: Employee resource groups, mentorship programs, and community outreach initiatives.
• Well‑being: Comprehensive wellness programs, mental health resources, and flexible work arrangements.

Compensation & Benefits

While the exact package will be tailored to your experience and location, you can expect a competitive base salary in the range of $214,000 to $294,000 per year, supplemented by performance bonuses and restricted stock units. Additional benefits include:

• Comprehensive health, dental, and vision coverage.
• Generous paid time off and flexible work arrangements.
• 401(k) plan with company match.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health resources and fitness subsidies.
• Employee stock purchase plan and equity awards.
• Access to cutting‑edge tools and technologies to support your professional growth.

How to Apply

If you are ready to lead a world‑class Customer Success Engineering organization, drive customer adoption at scale, and shape the future of identity security, we want to hear from you. Submit your application through the brighthush careers portal and join a team that is redefining what it means to protect the digital world.

Closing Statement

At brighthush, we believe that the most powerful security solutions are built by people who are passionate, collaborative, and relentlessly focused on customer success. As Senior Director of Identity Security Customer Success, you will have the opportunity to lead transformative initiatives, mentor high‑potential talent, and directly influence the security posture of organizations worldwide. If you are a strategic thinker, a technical leader, and a customer advocate, we invite you to apply and help us protect the digital lives of millions.