Senior Manager, Customer Success Leadership – EMEA & APAC – Championing Retention, Expansion, and High‑Performance Teams at brighthush

About brighthush

brighthush is a global pioneer in fraud detection and device intelligence, empowering enterprises worldwide to stop online fraud before it happens. With a suite of cutting‑edge identification capabilities, we translate the latest research and innovations in the fraud prevention space into real‑world solutions that protect millions of customers and billions of dollars in revenue. Our client portfolio spans from nimble startups to industry giants, all of whom trust us to safeguard their digital ecosystems.

We are proud to be a fully remote, globally dispersed organization that thrives on collaboration, agility, and a relentless focus on customer success. brighthush has secured $77 million in funding and is backed by leading venture partners. We were honored to appear on the 2026 Forbes Best Startup Employers list and ranked #803 on the 2026 Inc. 5000 list of America’s fastest‑growing private companies.

Our remote‑first culture means you can work from anywhere in the EMEA region, leveraging a flexible schedule and a collaborative, async‑first environment powered by cutting‑edge tools and AI‑driven workflows.

Position Overview

As the Senior Manager, Customer Success Leadership – EMEA & APAC, you will spearhead a high‑performing team of 4–6 Customer Success Managers (CSMs) who support our Commercial, Enterprise, and select Strategic customers across EMEA and APAC. Reporting directly to the Senior Manager of Customer Success, you will shape the team's culture, processes, and performance, driving industry‑leading Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention.

Your success will be measured by the growth and impact of your team: coaching CSMs through complex renewals, eliminating blockers, and continuously refining playbooks and workflows. You will also be the bridge between customers, sales, support, and product, ensuring that customer insights translate into actionable initiatives that drive ARR.

Key Responsibilities

• Team Leadership & Development – Lead, coach, and develop a geographically diverse team of 4–6 CSMs through regular 1:1s, team meetings, and timely, constructive feedback.
• Renewal & Expansion Champion – Guide CSMs through high‑stakes renewals, churn mitigation, and expansion conversations, serving as their first point of escalation.
• Talent Acquisition & Onboarding – Interview, onboard, and train new CSM hires, ensuring a rapid and consistent ramp‑up.
• Performance Management – Identify and address performance gaps early, collaborating with leadership to implement corrective actions.
• Account Health Oversight – Monitor account health across the team’s portfolio—renewals, integration progress, utilization, and churn/downsell risk—and proactively address issues.
• Forecasting & Reporting – Maintain an accurate, honest forecast for the team’s book, surfacing risks to leadership with clear recommendations.
• Cross‑Functional Collaboration – Partner with Sales to help CSMs uncover and pursue upsell and cross‑sell opportunities.
• Process Improvement – Continuously improve processes, playbooks, and documentation, tailoring recommendations to regional nuances.
• Data Integrity & Analytics – Ensure data integrity in our Customer Success Platform and analytics tools, enabling reliable reporting at all levels.
• Advocacy & Voice of the Customer – Advocate for your team’s needs and customer feedback across Sales, Support, CSE, and Product, prioritizing ARR‑impacting initiatives.

Essential Qualifications

• 5–8 years of Customer Success experience in B2B SaaS, owning the full customer journey from onboarding to renewal (tech, fraud prevention, or cybersecurity preferred).
• 1–2 years of direct management experience leading a team of CSMs or other customer‑facing roles.
• Proven track record of driving NRR/GRR targets and delivering accurate forecasts.
• Experience enhancing CS processes and playbooks that yield measurable improvements.
• Deep familiarity with EMEA customers and the ability to manage across multiple time zones.
• Proficiency with a Customer Success Platform (e.g., Gainsight, Totango), CRM, and analytics tools.
• Clear, direct communication skills, comfortable engaging technical contacts and executive stakeholders alike.
• Comfortable working in a fully remote, async‑first environment using collaboration tools and AI‑driven productivity solutions.
• Willingness to travel for customer meetings and industry events.
• Team‑first mindset, embodying a culture of transparency, accountability, and continuous learning.

Preferred Qualifications

• Experience in fraud detection or cybersecurity domains.
• Background in scaling CS teams in a high‑growth, remote environment.
• Knowledge of regional compliance and data privacy regulations across EMEA.
• Experience with AI‑driven customer success tools and analytics.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Coaching & Mentoring
• Process Optimization
• Stakeholder Management
• Cross‑Functional Collaboration
• Adaptability & Resilience
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a senior manager, you will:

• Lead cross‑regional initiatives that shape the future of customer success at brighthush.
• Mentor emerging leaders and contribute to our internal leadership development programs.
• Participate in industry conferences, webinars, and thought‑leadership panels.
• Access continuous learning resources, including certifications in SaaS, CS, and leadership.
• Move into senior leadership roles such as Director of Customer Success or Head of Customer Experience.

Work Environment & Culture

brighthush is a 100 % remote, async‑first organization that values:

• Flexibility: Work from anywhere in the EMEA region with a schedule that respects your life and productivity rhythms.
• Collaboration: Regular virtual town halls, cross‑team workshops, and informal “coffee chats” keep us connected.
• Transparency: Open communication channels, clear OKRs, and a culture of honest feedback.
• Diversity & Inclusion: We celebrate unique perspectives and actively recruit from underrepresented groups in tech.
• Innovation: A culture that encourages experimentation, rapid iteration, and learning from failure.

Compensation & Benefits

We offer a competitive, transparent compensation package that reflects your role, experience, and geographic location. The base salary range for this role is $55,000 – $98,000, with an on‑target earnings (OTE) range of $66,000 – $118,000. Specific figures vary by country and individual qualifications.

In addition to base pay, you will receive:

• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance coverage.
• Generous paid time off and flexible holiday policy.
• Professional development stipend and access to industry conferences.
• Equity participation in a company that is rapidly scaling.
• Wellness programs, including virtual fitness classes and mental health resources.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining how enterprises protect themselves from fraud. You’ll work alongside some of the brightest minds in technology, enjoy a culture that prizes autonomy and innovation, and have the opportunity to shape the future of customer success on a global scale. If you’re passionate about building high‑performing teams, driving measurable impact, and making a real difference for customers, we want to hear from you.

Apply Today

Ready to take the next step in your career? Submit your application and let’s explore how you can help brighthush continue to lead the fight against online fraud while building a world‑class customer success organization.