Strategic Director of Customer Success & Growth – Leading Post‑Sales Excellence for AI‑Driven Human Security Solutions

About brighthush

brighthush is on a bold mission to redefine Human Security in the age of Artificial Intelligence. With a deep‑rooted expertise in cybersecurity, a cutting‑edge AI engine, and a vision to empower every employee to make smarter security decisions, we are building the future of security awareness training and attack simulations. Our solutions protect organizations across email, voice, video, and beyond, ensuring that the human layer remains the strongest line of defense against AI‑driven, human‑centric threats.

Backed by world‑class investors and operating in a market that is undergoing a fundamental shift, brighthush is poised to become the go‑to platform for organizations that want to eliminate human risk. We are currently at a pivotal growth stage, and we need visionary leaders who can shape the customer experience from onboarding to expansion, driving retention, and embedding the voice of the customer across every function.

Why Join brighthush?

• High Impact – Build and own end‑to‑end customer success processes that directly influence product development, customer satisfaction, and revenue growth.
• Early‑Stage Advantage – Join at the ground floor of a category‑defining company. Your decisions today will shape how the world thinks about Human Security tomorrow.
• Built to Win – brighthush is backed by world‑class investors, operates in a rapidly expanding market, and has a product that is already trusted by leading global organizations.
• Competitive Compensation & Equity – Earn a market‑competitive salary, meaningful equity, and a comprehensive benefits package that rewards your contributions.

Job Summary

As the Director of Customer Success & Growth at brighthush, you will be the architect and champion of our post‑sale function. You will design the customer journey from first touch to expansion, establish playbooks, metrics, and a high‑performing team, and become the ultimate advocate for our customers. Your leadership will ensure deep engagement, drive retention, and embed the customer voice across product, sales, and marketing.

Key Responsibilities

• Strategy & Operating Model – Design and own the end‑to‑end CS operating model, including segmentation, playbooks, health scoring, quarterly business reviews (QBRs), and the CS technology stack.
• Retention & Growth Leadership – Own accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, and expansion revenue. Develop proactive strategies for renewals, upsells, and cross‑sell opportunities.
• Customer Journey & Adoption – Create a high‑touch onboarding experience that delivers fast time‑to‑value, drives strong product adoption, and proactively detects risk.
• Executive Relationship Management – Serve as a trusted partner and senior escalation point for key customer stakeholders, building long‑term relationships with C‑suite executives.
• Cross‑Functional Collaboration – Partner with Product to influence roadmap priorities, Sales for seamless handoffs, and Marketing to build customer advocacy and case studies.
• Team Leadership & Development – Recruit, coach, and scale a high‑performing CS team focused on delivering tangible customer outcomes. Foster a culture of continuous improvement, data‑driven decision making, and customer obsession.
• Success Metrics & Financial Impact – Track and report on GRR, NRR, renewal rate, expansion revenue, time‑to‑value, product adoption, CSAT/NPS, and at‑risk accounts. Translate metrics into actionable insights.
• Operational Excellence – Optimize account coverage models, executive engagement plans, referenceability, case study development, and process scalability.

Essential Qualifications

• Experience – 7+ years in B2B SaaS Customer Success or Account Management, with at least 3 years managing high‑performing teams. Experience in high‑growth or early‑stage environments is highly valued.
• Track Record – Demonstrated success building or scaling a CS function while driving retention, reducing churn, and generating expansion revenue.
• Player‑Coach Mindset – Comfortable operating in ambiguity, building structure, and stepping in to support key clients directly when needed.
• Analytical & Cross‑Functional – Expertise in SaaS metrics (GRR, NRR), CS tool implementations, and influencing product and sales teams.
• Domain Knowledge – B2B technical SaaS experience is required; a background in cybersecurity is strongly preferred.

Preferred Qualifications

• Experience leading CS functions for AI‑driven or security‑focused products.
• Proficiency with CS platforms such as Gainsight, Totango, or similar.
• Strong storytelling skills to craft compelling case studies and executive presentations.
• Background in data analysis and experience building dashboards to track CS metrics.
• Experience working with remote, distributed teams across multiple time zones.

Skills & Competencies

• Strategic thinking and execution.
• Exceptional communication and presentation skills.
• Customer‑centric mindset with a passion for advocacy.
• Leadership and mentorship.
• Data‑driven decision making.
• Project management and process improvement.
• Adaptability and resilience in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. As the Director of Customer Success, you will:

• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor and develop a team of CS professionals, many of whom will advance to senior leadership roles.
• Participate in executive strategy sessions, influencing the company’s long‑term vision.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.
• Opportunity to transition into broader roles such as VP of Customer Success, Chief Customer Officer, or Head of Growth.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and customer obsession. Our remote‑first model empowers you to work from anywhere on the U.S. East Coast while staying connected through weekly all‑hands, virtual coffee chats, and quarterly in‑person retreats. We celebrate diversity, encourage open dialogue, and reward bold ideas that drive impact.

Compensation & Benefits

• Competitive base salary commensurate with experience.
• Performance‑based bonus tied to key CS metrics.
• Significant equity stake in brighthush, aligning your success with the company’s growth.
• Comprehensive medical, dental, and vision insurance.
• Monthly connectivity stipend to support remote work.
• Unlimited paid time off to maintain work‑life balance.
• 401(k) retirement savings plan with company match.
• Professional development budget and access to industry events.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to shape the future of Human Security and lead a high‑impact Customer Success organization? Submit your application through our careers portal and join brighthush in building the engine that protects the human layer of every organization in the AI era.