Customer Success Lead – Remote, Flexible Hours & Equity at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers product teams worldwide to unlock the full potential of their data. By turning raw usage metrics into actionable insights, we help businesses build better products, reduce churn, and accelerate growth. Our platform is trusted by startups, mid‑market firms, and Fortune 500 enterprises alike, and we’re on a mission to democratize product analytics for every organization.

At brighthush, we believe that success is a partnership. Our Customer Success team is the heartbeat of the company, turning data into delight and ensuring that every customer not only adopts our solution but thrives with it. If you’re passionate about building lasting relationships, driving measurable impact, and shaping the future of product analytics, you’ll find a home here.

Why This Role Matters

As a Senior Customer Success Lead, you will be the trusted advisor for a portfolio of high‑value customers. Your strategic guidance will influence product adoption, renewal rates, and overall customer health. You’ll collaborate closely with Sales, Product, and Support to create a seamless experience that turns first‑time users into long‑term champions.

Key Responsibilities

• Customer Portfolio Management: Own a book of enterprise and mid‑market accounts, ensuring each customer achieves their desired outcomes and realizes ROI from brighthush’s platform.
• Onboarding & Adoption: Design and execute tailored onboarding roadmaps, from initial discovery calls to deep‑dive workshops, ensuring rapid time‑to‑value.
• Health & Retention: Monitor health scores, usage patterns, and engagement metrics; proactively identify at‑risk accounts and develop mitigation plans.
• Executive Engagement: Conduct quarterly business reviews (QBRs) with C‑suite stakeholders, presenting data‑driven insights, growth opportunities, and strategic roadmaps.
• Cross‑Functional Collaboration: Partner with Product to surface customer feedback, influence roadmap priorities, and advocate for feature enhancements.
• Renewal & Expansion: Drive renewal negotiations, upsell opportunities, and expansion deals, contributing directly to ARR growth.
• Process & Tooling: Continuously refine CS processes, playbooks, and automation workflows to increase efficiency and scalability.
• Mentorship & Leadership: Coach junior CS team members, share best practices, and foster a culture of continuous learning.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role within a SaaS or tech company.
• Proven track record of managing enterprise or high‑value accounts, with measurable success in renewal, upsell, or expansion metrics.
• Strong analytical mindset: comfortable interpreting usage data, health scores, and ROI metrics.
• Exceptional communication skills—both written and verbal—across all levels, including C‑suite executives.
• Experience collaborating with cross‑functional teams (Sales, Product, Support) to drive customer outcomes.
• Self‑motivated, results‑oriented, and able to thrive in a fast‑paced, remote environment.
• Proficiency with CRM (e.g., Salesforce, HubSpot) and CS tools (e.g., Gainsight, Totango) is a plus.

Preferred Qualifications

• Background in product analytics, data science, or a related technical domain.
• Experience working with large, complex organizations and navigating enterprise sales cycles.
• Knowledge of SaaS metrics such as NPS, CSAT, LTV, and churn.
• Previous experience leading or mentoring a Customer Success team.
• Familiarity with remote collaboration tools (Slack, Zoom, Miro, Notion).

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate data into actionable strategies.
• Relationship Building: Proven skill in building trust and rapport with diverse stakeholders.
• Problem Solving: Strong analytical and troubleshooting abilities to resolve complex customer issues.
• Project Management: Excellent organizational skills to manage multiple accounts and initiatives simultaneously.
• Adaptability: Comfortable navigating ambiguity and shifting priorities in a dynamic environment.
• Data‑Driven Decision Making: Comfortable using data to inform recommendations and measure success.

Career Growth & Learning Opportunities

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

• Progress to a Director of Customer Success role, overseeing a global CS organization.
• Participate in leadership training programs, including executive communication, strategic account management, and data analytics.
• Engage in cross‑functional projects that influence product strategy, marketing, and sales initiatives.
• Attend industry conferences, webinars, and workshops to stay ahead of the latest trends in SaaS and product analytics.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Key cultural pillars include:

• Remote‑First Flexibility: Work from anywhere with a flexible schedule that respects work‑life balance.
• Inclusive & Diverse: A welcoming environment where diverse perspectives are celebrated and valued.
• Growth Mindset: Encouragement to experiment, learn from failures, and iterate quickly.
• Community & Fun: Regular virtual team events, hackathons, and social gatherings to build camaraderie.

Compensation, Equity & Perks

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CS leaders.
• Performance‑based bonuses tied to renewal, upsell, and customer satisfaction metrics.
• Significant equity stake, allowing you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and access to industry events.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you’re ready to lead high‑impact customer relationships, drive measurable growth, and shape the future of product analytics, we’d love to hear from you. Submit your application through our careers portal or reach out directly to our recruiting team at [email protected].

Join brighthush Today

At brighthush, we’re not just building a product; we’re building a community of innovators who transform data into action. As a Senior Customer Success Lead, you’ll play a pivotal role in ensuring our customers achieve lasting success and that our company continues to grow. If you’re passionate about customer advocacy, data‑driven strategy, and collaborative teamwork, this is the perfect opportunity to make a real impact.

Apply now and help us illuminate the path to product excellence for businesses around the globe.