Senior Manager, Customer Success Engineering – AI‑Powered Security Escalations & Executive‑Level Technical Leadership for Global Cybersecurity Strategy at brighthush

About brighthush

brighthush is a trailblazing AI‑driven security platform that empowers enterprises to detect, investigate, and remediate threats faster than ever before. By fusing cutting‑edge machine learning with intuitive playbooks, we give security teams the confidence to focus on high‑impact investigations while automating routine tasks. Our mission is simple: make cyber‑security smarter, faster, and more human‑centric.

Founded by industry veterans who have spent decades in SOCs, brighthush has evolved from a niche startup to a global leader in managed detection and response (MDR). We serve Fortune 500s, mid‑market enterprises, and government agencies, helping them protect critical assets and data in an increasingly complex threat landscape.

At brighthush, we believe that the best security solutions are built by people who understand the day‑to‑day realities of security operations. That’s why we’re looking for a seasoned professional to join our team as a Senior Manager of Customer Success Engineering. If you’ve lived the 2 a.m. incident triage, tuned detections, and escalated threats, you’ll find a home here.

Role Overview

As the Senior Manager of Customer Success Engineering, you will be the technical anchor for our most complex customer relationships. You will own the full lifecycle of escalations—from triage to resolution—and serve as the primary technical voice in executive reviews. In addition, you will build and lead a high‑performing team that scales with our growing customer base. This is a player‑coach role: you’ll lead from the front before you lead a team.

Key Responsibilities

• Own Technical Escalations – triage, investigate, resolve, and document incidents with full accountability. Ensure that every escalation is closed with a clear root cause analysis and actionable remediation.
• Executive‑Level Technical Leadership – serve as the primary technical voice in monthly and quarterly business reviews (QBRs). Present incident trends, platform performance metrics, and product roadmap alignment to C‑suite executives.
• Customer‑Centric AI Tuning – partner with customers to customize brighthush’s AI agent to their environment. Fine‑tune detection logic, response playbooks, and integrations to maximize detection coverage and reduce false positives.
• Cross‑Functional Collaboration – work closely with product, engineering, and support teams to translate customer pain points into roadmap priorities. Advocate for features that deliver the greatest value to our most demanding customers.
• Process & Framework Development – design and implement runbooks, escalation frameworks, and knowledge bases from scratch as the function scales. Document best practices and share them across the organization.
• Team Building & Leadership – hire, onboard, and mentor a Customer Success Engineering team. Foster a culture of continuous learning, ownership, and high performance.
• Internal Customer Voice – flag patterns, advocate for fixes, and push back when necessary. Ensure that the customer’s perspective is embedded in every product decision.

Essential Qualifications

• 10–15 years of experience in SecOps, including SOC analysis, incident response, threat detection, or security engineering.
• Strong background in an MDR or MSSP environment – you understand how to manage security outcomes for multiple customers simultaneously.
• Hands‑on expertise with SIEM, EDR, SOAR, and cloud security tooling (brighthush, brighthush, brighthush, brighthush).
• Comfortable running executive‑level conversations – QBRs, roadmap discussions, escalation calls – while maintaining a deep technical thread.
• Proven experience managing or mentoring junior security analysts or engineers.
• Exceptional written and verbal communication skills. You can explain a detection gap to a CISO and a playbook fix to an analyst in the same day.
• Experience thriving in an early‑stage environment where processes don’t exist yet – you build them.

Preferred Qualifications

• Experience with AI‑driven security platforms or SOAR automation.
• Industry certifications such as CISSP, CISM, GCIA, GCIH, or equivalent.
• Prior experience in a CSE, TAM, or Solutions Engineering role at a security vendor.

Skills & Competencies

• Technical Depth – deep understanding of threat hunting, incident response, and security tooling.
• Strategic Thinking – ability to translate customer pain into product strategy.
• Leadership & Coaching – proven track record of building and scaling high‑performing teams.
• Communication – articulate complex technical concepts to both technical and non‑technical audiences.
• Customer‑Obsessed Mindset – relentless focus on delivering value and exceeding expectations.
• Agility & Adaptability – thrive in a fast‑moving, high‑growth environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by impact, not tenure. As we expand, you’ll have the chance to:

• Lead the design of new product features that shape the future of AI‑driven security.
• Mentor the next generation of security engineers and analysts.
• Represent brighthush at industry conferences, webinars, and white‑paper collaborations.
• Participate in executive strategy sessions and influence the company’s long‑term vision.
• Access continuous learning resources, including certifications, workshops, and industry events.

Work Environment & Culture

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

• Ownership – you’re empowered to make decisions that directly impact customers.
• Innovation – we encourage experimentation and reward bold ideas.
• Inclusivity – diverse perspectives drive better solutions.
• Work‑Life Balance – flexible schedules, generous PTO, and a focus on mental well‑being.
• Community – regular virtual coffee chats, hackathons, and cross‑functional knowledge sharing.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience.
• Equity stake in a high‑growth AI security company.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and conference travel support.
• Well‑being resources, including mental health support and wellness programs.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining how enterprises protect themselves from cyber threats. You’ll work with cutting‑edge AI technology, collaborate with world‑class engineers, and influence the security posture of some of the most critical organizations worldwide. If you’re ready to take ownership of complex escalations, shape product strategy, and build a world‑class team, we want to hear from you.

How to Apply

Ready to join brighthush and make a tangible impact on the future of security? Click the link below to submit your application. We look forward to exploring how your expertise can help us deliver unparalleled value to our customers.