Senior Manager, Customer Success – U.S. Public Sector & Cybersecurity Solutions Leadership at brighthush

About brighthush

brighthush is a global cybersecurity pioneer dedicated to empowering organizations to thrive in the AI‑driven threat landscape. By blending AI‑native security, real‑time operational intelligence, and automated detection & response, we deliver defense‑grade protection that scales at machine speed across on‑premises, hybrid, and cloud environments. Our mission is simple: help our customers anticipate threats, sustain business continuity, and evolve their security posture with confidence.

Why brighthush?

At brighthush, we believe that the future of cyber resilience is built on collaboration, innovation, and a relentless focus on customer success. We bring together a diverse partner ecosystem, world‑class intelligence teams, and a culture that rewards curiosity and ownership. Whether you’re a seasoned industry veteran or an emerging specialist, brighthush offers the tools, mentorship, and career pathways to grow your expertise and make a tangible global impact.

Role Overview

The Senior Manager, Customer Success – U.S. Public Sector is a pivotal leadership position within brighthush’s Customer Engagement Team (CET). You will helm a high‑performing squad of Customer Success Managers (CSMs) dedicated to the U.S. Public Sector, spanning Federal Civilian (FedCiv), Department of War (DoW), Intelligence Community (IC), and State, Local & Higher Education (SLED/GHE) segments. Reporting directly to the Senior Director of Customer Success & Professional Services, you will shape strategy, enforce operational rigor, and drive the full customer lifecycle for these critical accounts.

Key Responsibilities

• People Leadership & Team Development – Mentor and coach an 8‑person CSM team, cultivating a culture of accountability, advocacy, and operational excellence. Set clear performance goals, KPIs, and development plans aligned with brighthush’s objectives. Guide CSMs through complex account strategies, stakeholder mapping, executive business reviews (EBRs), and risk mitigation plans.
• Risk Management, Retention & Growth – Own portfolio retention and expansion goals, directly influencing Gross Retention Rate (GRR) and Net Retention Rate (NRR). Proactively identify and manage account risk, drive deep adoption of core security solutions (Endpoint, Network/NDR, Data Security/DLP, SecOps/Helix), and ensure mandatory Success Plans are executed for all key Public Sector accounts.
• Operational Rigor & Portfolio Health – Maintain operational cadence and CRM/Totango hygiene. Track customer health, log touchpoints, flag risks, and develop structured “Go‑To‑Green” (GTG) recovery plans for high‑risk accounts. Lead executive escalations to resolution and establish repeatable standards for onboarding, health monitoring, and portfolio reviews.
• Cross‑Functional Synergy & Public Sector Governance – Partner with Professional Services, Technical Support, and Product Management to align project delivery with adoption goals. Coordinate with Field CTOs, Solutions Engineers, and Product Management to bring customer feedback into product roadmaps. Maintain deep alignment with U.S. Public Sector procurement cycles, FAR requirements, funding timelines, and agency security mandates.

Key Performance Indicators (KPIs)

• Achieve or exceed target GRR metrics across the assigned Public Sector portfolio.
• Drive NRR through adoption and expansion pathways in partnership with Sales.
• Improve product adoption and health scores in Totango.
• Maintain 100% compliance for active, measurable Success Plans on Tier 1 and Tier 2 accounts.
• Ensure timely cadence touchpoints, meeting logs, and risk escalations across all 8 CSM patches.

Required Experience & Qualifications

Education & Experience

• Bachelor’s degree in Business, Cybersecurity, Information Technology, or a related field (or equivalent practical experience).
• 8+ years of progressive experience in Customer Success, Account Management, or Technical Consulting within enterprise SaaS or Cybersecurity.
• 3+ years of direct people‑management experience leading customer‑facing teams in high‑growth environments.
• Deep expertise in the U.S. Public Sector market (Federal Civilian, DoD, IC, or State & Local Government).

Technical & Functional Competencies

• Proven knowledge of cybersecurity domains: Endpoint Protection, Extended Detection & Response, Network Security/NDR, DLP, SIEM, or SecOps.
• Experience with customer success operations platforms (e.g., Totango, Gainsight, Salesforce).
• Strong understanding of government contracting, agency budget cycles, and public sector risk governance.
• Industry certifications (e.g., PMP, Security+, CISSP, or Certified Customer Success Manager) are a strong plus.

Leadership Competencies

• Executive Presence – Engage confidently with CISOs, CDIOs, Agency Directors, and executive leaders.
• Strategic Coaching – Passionate about developing people, building cohesive teams, and championing a high‑performance culture.
• Cross‑Functional Orchestration – Skilled at breaking down internal silos across Sales, Engineering, Support, and Services to deliver unified customer outcomes.
• Analytical Problem‑Solving – Synthesize portfolio metrics, diagnose adoption blockers, and implement tactical mitigation strategies.

Security Clearance & Compliance

• Must be a U.S. Citizen.
• Active Secret or Top Secret/SCI security clearance (or eligibility to obtain) preferred.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the threat landscape we protect against. As Senior Manager, you will:

• Lead cross‑departmental initiatives that shape product strategy and customer experience.
• Mentor and develop the next generation of Customer Success leaders.
• Participate in executive‑level strategy sessions and public sector advisory boards.
• Access continuous learning programs, including cybersecurity certifications, leadership workshops, and industry conferences.
• Benefit from a clear promotion path to Director of Customer Success or Head of Public Sector Customer Engagement.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and authenticity. We celebrate diverse perspectives and encourage every team member to bring their whole self to work. Our remote‑first model offers flexibility while fostering strong virtual collaboration through regular town halls, hackathons, and cross‑functional workshops.

Compensation, Perks & Benefits

• Competitive base salary commensurate with experience.
• Performance‑based annual bonus and equity options.
• Comprehensive health, dental, and vision coverage.
• Retirement plans with company match.
• Generous paid time off, parental leave, and flexible work hours.
• Continuous professional development stipend and tuition reimbursement.
• Community involvement grants and volunteer time off.
• Employee wellness programs, including mental health resources and fitness stipends.

Our Commitment to You

brighthush is committed to creating a safe, inclusive, and supportive environment for all employees. We prohibit discrimination and harassment of any kind and uphold the highest standards of integrity in our hiring and operational practices. All interview and hiring communications will be conducted through official channels; we will never request sensitive personal information or require any fees during the recruitment process.

Ready to Make an Impact?

If you are a seasoned Customer Success leader with a passion for public sector cybersecurity, a track record of driving retention and adoption, and a desire to shape the future of cyber resilience, we want to hear from you. Join brighthush and help safeguard the nation’s most critical missions while advancing your own career to new heights.