Senior Vice President of Customer Success – Americas (Remote) – Lead Global Growth, Retention, and Customer Advocacy for a Leading Cybersecurity Platform

About brighthush

brighthush is a trailblazing cybersecurity platform that empowers enterprises to proactively manage and mitigate cyber risk across vendor supply chains, attack surfaces, and human workforces. Our mission is to make cyber resilience accessible, actionable, and measurable for every organization, no matter its size or industry. With real‑time risk intelligence, continuous monitoring, and automated remediation, we help our customers stay one step ahead of evolving threats and protect the most critical assets that drive their business.

Founded in the heart of Silicon Valley, brighthush has grown into a global, fully remote organization of over 300 passionate professionals. We thrive on agility, innovation, and a culture of continuous learning, and we are proud to serve clients in North America, Europe, Asia, and beyond. Our distributed workforce is united by a shared purpose: to transform how the world thinks about and practices cyber resilience.

Why brighthush is the Place to Accelerate Your Career

At brighthush, you will join a high‑velocity, mission‑driven company that is redefining the cybersecurity landscape. As a senior leader, you will shape the future of customer success, influence product strategy, and build a world‑class team that delivers measurable value to our clients. You will work alongside some of the brightest minds in technology, security, and customer experience, and you will have the opportunity to impact the growth trajectory of a company that is on the cusp of becoming the industry’s go‑to platform for cyber risk management.

Position Overview

We are seeking an experienced, visionary Senior Vice President of Customer Success to lead our Americas (AMER) post‑sale organization. In this role, you will own gross and net retention, scale customer success teams and programs, and partner with Account Management, Product, and Engineering to drive adoption, renewals, and expansion. You will champion a customer‑centric culture that delivers measurable outcomes, and you will play a pivotal role in shaping brighthush’s growth trajectory.

Key Responsibilities

• Strategic Leadership & Scale – Build and scale the AMER Customer Success organization from a high‑touch model to a hybrid high‑touch/digital model that supports rapid ARR growth.
• Team Development & Coaching – Lead, mentor, and develop two Customer Success Managers and a Digital CS Manager, and through them 15 Customer Success Managers (CSMs) across Principal, Senior, and Digital levels.
• Capacity & Resource Planning – Own the AMER CS capacity model, including book sizing, segmentation, coverage ratios, and the high‑touch/digital split. Design a hiring plan that scales with ARR.
• Performance Management – Define career paths, leveling, and performance standards across the CSM ladder. Conduct quarterly and annual performance reviews and recommend compensation adjustments.
• Account Health & Accountability – Instill a culture where every CSM owns the health, value delivered, and renewal path of each account.
• Customer Maturity Framework – Design and roll out a maturity framework that maps the customer journey from initial adoption to fully embedded risk program, with clear entry criteria for each stage.
• Success Planning & Engagement – Tie maturity stages to success plans, engagement motions, and product adoption milestones so CSMs know the next best action for every account.
• Data‑Driven Segmentation – Use maturity data to inform segmentation, health scoring, expansion targeting, and product roadmap decisions.
• Executive Business Reviews (EBRs) – Establish a value‑based EBR program that quantifies risk reduction, efficiency gains, and program outcomes. Set cadence, templates, and quality standards by segment, and personally lead EBRs for the most strategic accounts.
• Multi‑Threading & Renewal Strategy – Leverage EBRs to multi‑thread into the executive level, secure early renewals, and surface expansion opportunities.
• Signal‑to‑Action Engine – Build a system that aggregates customer signals (usage, health scores, brighthush conversations, support activity, champion changes) and translates them into prioritized next‑best actions for each CSM.
• AI & Automation – Deploy AI automation to run CS plays at scale, generate account insights, and prepare CSMs and AMs for renewals, EBRs, and expansion conversations.
• Metrics & Continuous Improvement – Measure which plays and actions drive retention and expansion, retire ineffective ones, and extend the signal‑to‑action model to Digital CS for lower‑touch accounts.
• Financial Accountability – Own AMER Gross Retention Rate (GRR) and Net Retention Rate (NRR) targets, ensuring forecast accuracy for every renewal from the CSM perspective.
• Customer Health & Adoption – Drive the team to develop healthy, adopted customers with clear adoption milestones and health targets for every book.
• Upsell & Growth Pipeline – Make the team accountable for identifying upsell and growth opportunities, handing them to Account Management as CSQLs, and tracking CSQL volume, conversion, and pipeline value as core CS metrics.
• Account Planning & Collaboration – Partner with AMER Account Management to jointly own account plans, renewals, expansion, and new product attach across the installed base.
• At‑Risk Management – Run a disciplined at‑risk process: early detection, documented save plans, executive escalation, and post‑mortems on every loss.
• Customer Satisfaction & Feedback Loop – Monitor NPS, CSAT, and health data; collaborate with Product, Support, and Engineering to close gaps that drive churn.
• KPIs & Dashboards – Define KPIs, dashboards, and operating cadence for the region; present regular performance updates and executive summaries to revenue leadership.
• Tooling & Data Optimization – Partner with RevOps to improve CS tooling and data (brighthush, brighthush, brighthush) so health, engagement, and value metrics are reliable and actionable.
• Global Alignment – Collaborate with CS leaders in APAC, EMEA, and India to standardize global processes, playbooks, and tooling.
• Voice of the Customer – Represent the customer’s voice to Product and executive leadership, including through customer advisory boards.

Essential Qualifications

• 12+ years of progressive experience in customer success, account management, or post‑sale leadership within B2B SaaS.
• 5+ years of experience leading managers of CSMs and scaling a Customer Success organization through a significant growth stage.
• Proven track record of building capacity models, hiring plans, segmentation, and management layers that support ARR expansion.
• Hands‑on experience designing and implementing a customer maturity framework that demonstrably improved retention, adoption, or expansion.
• Hands‑on experience building a value‑based Executive Business Review (EBR) or Quarterly Business Review (QBR) program that executives attend and act upon.
• Experience building a signal‑to‑action system that turns customer signals into next‑best actions for CSMs, leveraging AI automation for CS plays and account insights.
• Deep familiarity with Customer Success platforms such as brighthush or brighthush, and CRM systems like brighthush or brighthush.
• Experience running high‑touch and digital CS motions together, and partnering with Account Management for shared renewal and expansion accountability.
• Proven ownership of GRR and NRR for a book of $25M+ ARR, with measurable improvement during tenure.
• Command of SaaS retention metrics, renewal forecasting, and data modeling.
• Executive presence and strong communication Apply for this job