Strategic Director of Customer Success – AI‑Powered SaaS Solutions, Remote, Driving Global Post‑Sale Growth, Expansion, and Customer Advocacy for brighthush

About brighthush

brighthush is a trailblazing AI‑native SaaS company that is redefining how enterprises secure, govern, and optimize their cloud and AI workloads. Founded in 2020, brighthush has rapidly grown to a vibrant team of 51‑200 professionals who are united by a single mission: to empower security leaders with intelligent, automated tools that protect data, reduce risk, and accelerate digital transformation. Our flagship platform delivers AI‑driven governance, threat detection, and remediation across cloud, SaaS, and AI agents, enabling CISOs and security teams to focus on strategy rather than firefighting.

As a remote‑first organization, brighthush offers the flexibility to work from anywhere in the United States while fostering a culture of collaboration, continuous learning, and high impact. We are on the cusp of a new growth phase and are looking for a visionary Director of Customer Success to shape the future of our post‑sale experience, ensuring our customers not only adopt but thrive with brighthush’s solutions.

Why brighthush?

• Impactful Mission: Drive real security outcomes—reduce shadow SaaS, accelerate remediation, and expand policy coverage—while helping organizations stay ahead of evolving threats.
• AI‑First Culture: Work at the intersection of cutting‑edge AI and security, building predictive health scoring, LLM‑powered workflows, and automated engagement that set industry standards.
• Growth Opportunities: Lead a high‑growth, high‑visibility function that directly influences revenue, product roadmap, and customer satisfaction.
• Remote Flexibility: Fully remote role with the support of a distributed team, flexible hours, and a focus on results over location.
• Competitive Compensation & Benefits: Market‑aligned salary, equity, comprehensive health benefits, unlimited PTO, and a generous professional development budget.
• Diversity & Inclusion: A commitment to building a diverse workforce and inclusive culture, with active sponsorship for H1B visas where applicable.

Key Responsibilities

As the Director of Customer Success, you will own the entire post‑sale journey—from onboarding to expansion—ensuring that every customer achieves measurable value and becomes a long‑term advocate for brighthush.

• Team Leadership & Development: Hire, coach, and retain a world‑class Customer Success team. Define clear career paths, set ambitious yet attainable goals, and cultivate a culture of ownership, curiosity, and continuous improvement.
• Strategic Coverage & Segmentation: Design a scalable coverage model that aligns with enterprise and mid‑market segments. Define handoff processes with Sales, Solutions Engineering, Support, and Product to guarantee a seamless customer experience.
• AI Fluency & Enablement: Embed AI fluency into hiring, onboarding, and performance evaluation. Ensure the team can articulate and demonstrate the value of brighthush’s AI Agent Security, AI Governance, and AI Agent capabilities to customers.
• Revenue & Retention Ownership: Own gross and net revenue retention, adoption, and expansion metrics. Develop data‑driven strategies to maximize customer lifetime value.
• Success Planning & Outcomes: Build success plans that translate into tangible security outcomes—shadow SaaS reduction, faster remediation, and broader policy coverage—aligned with each customer’s business objectives.
• Executive Sponsorship: Serve as the primary escalation point for strategic accounts. Lead quarterly business reviews with CISOs, security leaders, and other C‑suite stakeholders.
• Renewal & Expansion Collaboration: Partner closely with Sales to drive renewals, upsells, and cross‑sell opportunities. Leverage customer success insights to inform pricing, packaging, and value propositions.
• Escalation Management: Work hand‑in‑hand with Support to resolve critical incidents. Ensure coordinated communication and rapid resolution to maintain trust and satisfaction.
• Product & Engineering Advocacy: Capture customer feedback, integration needs, and feature requests. Translate these into actionable items on the product roadmap.
• Metrics & Reporting: Own the Customer Success tech stack, forecasting models, and reporting dashboards. Provide transparent, data‑rich insights to the SVP and executive team.
• Process & Tool Optimization: Continuously refine processes, tools, and playbooks to increase efficiency, reduce churn, and improve time‑to‑value.

Essential Qualifications

• 10+ years of progressive experience in customer success or post‑sale leadership within a B2B SaaS environment.
• 5+ years of direct experience building, scaling, and managing high‑performing Customer Success teams.
• Proven track record of driving gross and net revenue retention, expansion, and customer satisfaction metrics.
• Deep credibility with CISOs, security architects, and IT leaders, coupled with technical fluency in SaaS, identity (SSO, IAM, OAuth), APIs, and integrations.
• Hands‑on experience deploying AI in customer success—predictive health scoring, LLM‑based workflows, automated engagement—and a portfolio of measurable outcomes.
• Data‑driven mindset with proficiency in Customer Success platforms, CRM systems, and BI tools.
• Exceptional executive presence, communication skills, and experience leading a remote, distributed team.
• Builder’s mindset—comfortable navigating ambiguity, rapid change, and high‑growth dynamics.

Preferred Qualifications

• Experience in the security or compliance domain, with a deep understanding of regulatory frameworks (GDPR, CCPA, NIST, ISO 27001).
• Background in AI governance, AI ethics, or AI‑driven security solutions.
• Prior experience in a high‑growth startup that has scaled from 50 to 200+ employees.
• Fluency in data storytelling—turning complex analytics into actionable insights for C‑suite audiences.
• Knowledge of advanced AI technologies such as LLMs, reinforcement learning, or generative AI applied to security.

Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable customer success strategies.
• Leadership & Coaching: Inspire, mentor, and develop talent to achieve peak performance.
• Customer Advocacy: Champion the customer’s voice across the organization.
• Analytical Acumen: Leverage data to drive decisions, forecast outcomes, and optimize processes.
• Communication: Articulate complex concepts to technical and non‑technical audiences alike.
• Collaboration: Work seamlessly with Sales, Product, Engineering, and Support to deliver a unified experience.
• Adaptability: Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market. As Director of Customer Success, you will:

• Lead a cross‑functional team that directly influences revenue, product strategy, and customer satisfaction.
• Gain exposure to executive leadership, shaping company‑wide initiatives and strategic direction.
• Participate in industry conferences, AI & security summits, and thought‑leadership panels, representing brighthush on a global stage.
• Access a generous professional development budget for certifications, courses, and workshops that keep you at the forefront of customer success and AI innovation.
• Be positioned for future advancement to VP of Customer Success, Chief Customer Officer, or other senior leadership roles.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and empowerment. Our remote team collaborates through asynchronous communication, weekly town halls, and quarterly in‑person retreats. We celebrate wins, learn from failures, and prioritize mental health with unlimited PTO, flexible schedules, and a robust wellness program. Diversity and inclusion are core values; we actively sponsor H1B visas and foster an environment where every voice is heard and valued.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers:

• Competitive base salary aligned with market benchmarks for senior SaaS leadership.
• Performance‑based bonus tied to revenue retention, expansion, and customer satisfaction.
• Equity package that aligns your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and a generous parental leave policy.
• Professional development stipend, conference travel, and AI/security training.
• Remote work stipend to support home office setup.

H1B Sponsorship

brighthush has a history of sponsoring H1B visas for qualified candidates. While sponsorship is not guaranteed for every role, we encourage international talent to apply and will consider each application on its merits.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through the link below. We look forward to learning how your vision and expertise can help us empower security leaders worldwide.