Senior Principal Customer Success Portfolio Manager – AI‑Driven SaaS Solutions & Global Growth Leadership at brighthush

About brighthush

At brighthush, we are redefining the future of work by marrying human ingenuity with cutting‑edge artificial intelligence. Our mission is simple yet ambitious: empower organizations worldwide to operate securely, efficiently, and resiliently in an increasingly digital landscape. With the brighthush Zero Trust Exchange, a SASE‑based platform that spans 200+ public data centers and thousands of edge sites, we protect millions of customers from cyber threats while enabling seamless, secure access to applications and data from anywhere.

We believe that the next wave of digital transformation will be powered by AI‑native solutions that amplify human potential. Our culture is built on three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture that thrives on continuous feedback. If you are passionate about solving complex security challenges and want to make a tangible impact in a fast‑moving industry, brighthush is the place for you.

Role Overview

We are seeking a visionary Senior Principal Customer Success Portfolio Manager to lead the development, maintenance, and optimization of our Customer Success Portfolio across Professional Services, Technical Success, and Support. This remote, senior‑level role reports directly to the Senior Director of Customer Success Strategy & Operations and plays a pivotal part in delivering high‑impact experiences that drive customer growth and retention.

Key Responsibilities

• Portfolio Design & Execution – Create and refine service offerings that align with the customer lifecycle, business objectives, and the evolving AI‑driven product suite.
• Audit & Optimization – Conduct comprehensive reviews of existing portfolio items, ensuring relevance, accuracy, and measurable impact on customer satisfaction.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Sales, and Marketing to align portfolio goals, streamline processes, and embed customer insights into every stage of the value chain.
• Metrics & Governance – Define, track, and report on KPIs, adoption rates, and ROI for portfolio initiatives. Establish governance frameworks that promote data‑driven decision making.
• Industry Thought Leadership – Stay ahead of security, AI, and SaaS trends; translate insights into actionable portfolio enhancements that reinforce brighthush’s strategic advantage.
• Change Management – Champion portfolio evolution initiatives, ensuring smooth transitions for both internal teams and external customers.
• Customer Advocacy – Serve as a trusted advisor to key accounts, translating their real‑world challenges into portfolio solutions that deliver measurable outcomes.

Essential Qualifications

• Foundational knowledge of AI/ML technologies and experience leveraging, securing, or positioning AI‑driven solutions.
• Bachelor’s degree in Business, Management, Computer Science, or a related field.
• 8+ years of experience in portfolio management, program management, or customer success roles within a SaaS or B2B technology environment.
• Proven expertise in auditing and optimizing service documentation to meet rigorous business standards.
• Strong cross‑functional collaboration and communication skills, with a track record of influencing stakeholders at all levels.
• Data‑driven mindset: ability to analyze complex datasets, derive actionable insights, and build performance metrics that guide strategy.
• Integrity, bias for action, and the ability to navigate seamlessly between strategic vision and hands‑on execution.

Preferred Qualifications

• MBA or advanced degree in a relevant discipline.
• Experience leading cross‑departmental initiatives that scale service portfolios in a global organization.
• Deep familiarity with SaaS business models, subscription economics, and customer lifecycle management.
• Prior exposure to AI‑native security solutions and the Zero Trust paradigm.
• Demonstrated success in building and leading high‑performing teams in a remote or hybrid environment.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Analytical & Data‑Driven Decision Making
• Project & Program Management (Agile & Waterfall)
• Stakeholder Management & Influencing
• Change Management & Process Improvement
• Excellent Written & Verbal Communication
• Adaptability & Resilience in a Rapidly Evolving Landscape

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Principal Customer Success Portfolio Manager, you will:

• Lead high‑visibility initiatives that shape the future of our customer success strategy.
• Mentor and coach emerging leaders within the Customer Success organization.
• Participate in executive‑level strategy sessions, gaining exposure to the company’s vision and direction.
• Access to a robust learning ecosystem, including AI & cybersecurity bootcamps, leadership development programs, and industry conferences.
• Opportunities to transition into broader roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑departmental syncs.
• Digital collaboration tools (Slack, Teams, Miro, Notion).
• Regular virtual coffee chats and informal “watercooler” sessions.
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