Senior Global Director of Customer Success & Strategic Account Leadership – Spearheading International Growth, Customer Advocacy, and Cyber Risk Excellence at brighthush

About brighthush

brighthush is a trailblazer in cyber risk management, redefining how enterprises protect themselves and their partners from the ever‑evolving digital threat landscape. With more than a decade of technological innovation, brighthush delivers integrated solutions that empower organizations to assess security performance, streamline digital supply chains, secure cyber insurance, and harness data analytics for proactive risk mitigation. Over 3,500 customers worldwide trust brighthush to prioritize cybersecurity investments, build confidence across their ecosystems, and reduce the likelihood of financial loss.

Our global footprint spans Boston, Raleigh, New York, Lisbon, Singapore, and remote locations, supported by a diverse team of over 600 professionals. We are committed to fostering an inclusive culture that values curiosity, collaboration, and continuous learning. At brighthush, we put people first—our employees are the heart of our mission to protect the world’s digital future.

Why Cyber Risk Management Matters Today

In an era where data breaches, ransomware, and supply‑chain attacks are no longer exceptions but expectations, organizations cannot afford to treat cyber risk as a peripheral concern. The cost of a single breach can reach millions, not only in direct financial loss but also in reputational damage, regulatory fines, and operational downtime. brighthush’s platform provides the insight, visibility, and actionable intelligence that enable leaders to make informed decisions, align risk with business objectives, and demonstrate resilience to investors, regulators, and customers.

Position Overview

As the Senior Global Director of Customer Success & Strategic Account Leadership, you will helm brighthush’s international Customer Success organization across EMEA, APAC, and LATAM. You will manage a geographically distributed team of approximately 13 Customer Success Managers (CSMs) and an additional CSM overseeing down‑market and APAC segments. Your strategic vision and operational excellence will drive customer adoption, retention, and expansion, ensuring that every client achieves measurable outcomes and realizes the full value of brighthush’s platform.

Reporting to the Vice President of Global Customer Success, you will be a key partner to Sales, Account Management, Product, Enablement, and Support teams. Your influence will shape the customer experience, inform product roadmap decisions, and elevate brighthush’s reputation as a trusted advisor in the cybersecurity landscape.

Key Responsibilities

Leadership & Team Development

• Build and scale a high‑performing Customer Success organization that spans multiple time zones and cultures, ensuring alignment with brighthush’s global strategy.
• Coach, mentor, and develop managers and senior CSMs to foster a culture of accountability, continuous improvement, and customer obsession.
• Implement a structured performance management framework that includes clear KPIs, regular feedback cycles, and career progression pathways.

Strategic Account Management

• Direct senior CSMs responsible for enterprise and strategic accounts, ensuring proactive engagement and risk mitigation.
• Develop and execute account plans that align with customer business objectives, driving adoption of new features and expansion into adjacent verticals.
• Facilitate quarterly business reviews (QBRs) with C‑suite stakeholders, translating data insights into actionable recommendations.

Operational Excellence

• Establish and enforce standardized processes for success planning, technical adoption, value realization, risk assessment, and escalation management.
• Leverage AI‑enabled tools to automate routine tasks, surface high‑impact opportunities, and provide real‑time dashboards for the Customer Success organization.
• Continuously refine workflows to reduce friction, improve response times, and increase customer satisfaction scores.

Customer Health & Risk Oversight

• Conduct regular account health reviews, identify early warning signs, and mobilize resources to protect customer outcomes.
• Implement a risk scoring system that integrates threat intelligence, usage metrics, and compliance status.
• Coordinate cross‑functional response teams for high‑severity incidents, ensuring swift resolution and transparent communication.

Executive Relationship Building

• Forge trusted relationships with C‑suite stakeholders at key accounts, participating in strategic engagements and leading complex escalations.
• Represent brighthush at industry events, conferences, and customer forums, showcasing our thought leadership in cyber risk management.
• Act as the voice of the customer in executive meetings, advocating for product enhancements and service improvements.

Cross‑Functional Collaboration

• Partner with Sales, Account Management, Product, and Enablement to align post‑sale adoption strategies and drive revenue growth.
• Collaborate with Marketing to develop targeted campaigns that highlight success stories and best practices.
• Work closely with the Customer Support team to ensure seamless escalation paths and knowledge transfer.

Voice of the Customer

• Translate regional customer insights into actionable priorities for product enhancements, support improvements, and enablement initiatives.
• Lead the creation of customer advisory boards and focus groups to gather feedback and validate new features.
• Publish regular customer success case studies that demonstrate ROI and value realization.

Data‑Driven Decision Making

• Leverage customer, adoption, and team performance metrics, coupled with AI‑enabled tools, to scale best practices and improve client experiences.
• Develop predictive models that forecast churn risk and identify upsell opportunities.
• Present data insights to senior leadership, influencing strategic decisions and resource allocation.

Regional Representation

• Represent brighthush at industry events, conferences, and customer forums, showcasing our thought leadership in cyber risk management.
• Build a network of regional partners, influencers, and industry experts to enhance brighthush’s market presence.
• Advocate for regional market nuances in product development and go‑to‑market strategies.

Essential Qualifications

• 10+ years of experience in Customer Success or a related post‑sale function within enterprise B2B SaaS.
• 5+ years of people leadership, including at least 2 years managing managers or leading through multiple layers.
• Proven track record of leading Customer Success across diverse customer segments—from high‑volume, down‑market accounts to complex global enterprises.
• Strong history of developing managers and senior individual contributors, raising performance standards, and building accountable, high‑performing teams.
• Executive presence with experience managing strategic customer relationships, complex escalations, and high‑stakes conversations.
• Commercial acumen: deep understanding of how adoption, value realization, risk management, retention, and expansion interrelate, even when commercial ownership resides elsewhere.
• Cross‑cultural competence: ability to operate effectively across cultures, countries, and time zones within a geographically dispersed organization.
• Analytical, operational, and cross‑functional leadership skills, with a talent for turning customer and team insights into clear priorities and actionable plans.
• Experience in cybersecurity, with fluency in industry priorities, challenges, and personas.

Preferred Qualifications

• Experience leading Customer Success teams across EMEA, APAC, Latin America, or similarly diverse international markets.
• Background in guiding customers through technical adoption, maturity development, and organizational change.
• Proficiency with AI tools and experience applying AI to improve Customer Success productivity, scale, and client experiences.
• Based in Ireland, the United Kingdom, or Portugal—ideally Lisbon for Portugal‑based candidates.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data Analysis & KPI‑Driven Decision Making
• Change Management & Process Optimization
• Stakeholder Management & Influencing Skills
• Cross‑Functional Collaboration & Team Building
• Adaptability & Resilience in Fast‑Paced Environments
• Technical Acumen in SaaS Platforms & Cybersecurity Solutions

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Leadership training workshops focused on global strategy, cultural intelligence, and advanced customer success methodologies.
• Industry conferences and speaking opportunities that position you as a thought leader in cyber risk management.
• Cross‑departmental projects that broaden your skill set and expand your network within brighthush.
• Continuous learning resources, including subscriptions to industry journals, online courses, and internal knowledge bases.

Work Environment & Culture

brighthush thrives on a culture of collaboration, innovation, and inclusivity. Our remote‑first model empowers you to work from approved countries—Ireland, the United Kingdom, or Portugal—while maintaining strong connections with global teammates. We celebrate diversity, encourage open dialogue, and reward creativity. Our culture is built on:

• Transparent communication and open feedback loops.
• Recognition of individual and team achievements.
• Work‑life balance initiatives, including flexible hours and mental health support.
• Community engagement and volunteer programs that align with our mission to protect the digital world.

Compensation & Benefits

While specific figures may vary, the total rewards package for this role includes:

• Competitive base salary ranging from €85,760 to €110,000 per year.
• Equity grant and opportunity to participate in incentive compensation programs (bonus or commission).
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Regular team events, virtual coffee chats, and cross‑regional celebrations.

What Success Looks Like

In the first 6–12 months, you will:

• Establish clear expectations, operating rhythms, and performance standards across the regional Customer Success organization.
• Strengthen leadership capabilities of managers and senior CSMs, improving consistency across segments and geographies.
• Enhance visibility into account health, adoption, customer risk, and regional priorities, enabling earlier intervention and stronger action planning.
• Deepen executive relationships with key customers and build an effective model for managing escalations.
• Improve adoption, engagement, renewal, and expansion outcomes through stronger execution and alignment with Sales, Account Management, Product, and other partners.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that is reshaping the cybersecurity landscape. You will:

• Lead a global team that directly impacts the security posture of thousands of organizations.
• Shape the future of cyber risk management through customer‑centric insights.
• Work in a culture that values innovation, collaboration, and personal growth.
• Enjoy a flexible, remote‑first work environment with a strong sense of community.
• Benefit from competitive compensation, equity, and a comprehensive benefits package.

Ready to Make an Impact?

If you are a seasoned Customer Success leader with a passion for cybersecurity, a proven ability to drive adoption and retention at scale, and a desire to shape the future of risk management, we want to hear from you. Join brighthush and help us empower organizations worldwide to navigate the complex cyber landscape with confidence.

Apply today and become a pivotal part of brighthush’s global success story.