Director of Customer Success – Senior Growth & Retention Leader for a Confidential brighthush Portfolio Company

About brighthush and the Opportunity

brighthush is a forward‑thinking, privately held portfolio of high‑growth SaaS businesses that thrive on innovation, customer obsession, and data‑driven decision making. Our portfolio spans healthcare technology, fintech, and enterprise software, all united by a single mission: to empower our customers to achieve measurable success while driving sustainable revenue growth for our partners. As a Director of Customer Success at one of our confidential portfolio companies, you will play a pivotal role in shaping the customer experience, ensuring retention, and unlocking expansion opportunities across a diverse, B2B SaaS ecosystem.

Why This Role Matters

In the fast‑paced SaaS landscape, customer success is the linchpin that turns acquisition into long‑term value. You will lead a high‑performing team, design scalable processes, and partner with product, sales, and finance to create a seamless journey from onboarding to renewal. Your strategic vision will directly influence the company’s revenue cycle, customer lifetime value, and market reputation. If you thrive on data, enjoy coaching teams, and have a passion for building customer‑centric cultures, this is the role that will elevate your career to new heights.

Key Responsibilities

• Customer Lifecycle Management: Own the end‑to‑end customer journey, from initial onboarding to renewal and expansion. Develop and refine processes that ensure a smooth transition between sales, implementation, and ongoing support.
• Retention & Expansion Strategy: Analyze churn metrics, identify at‑risk accounts, and implement proactive engagement plans. Collaborate with sales to uncover upsell and cross‑sell opportunities, driving revenue growth from existing customers.
• Team Leadership & Development: Build, mentor, and scale a high‑performing Customer Success team. Foster a culture of continuous learning, accountability, and customer advocacy.
• Process & Tool Optimization: Evaluate and implement CS platforms, CRM integrations, and analytics tools to streamline workflows, improve data visibility, and enhance the customer experience.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Finance to align on customer feedback, feature prioritization, and financial targets.
• Compliance & Security: Ensure all customer interactions comply with industry regulations, including HIPAA for healthcare customers, and maintain rigorous data security standards.
• Reporting & Analytics: Produce regular dashboards and executive summaries that track key metrics such as NPS, churn rate, renewal rates, and expansion revenue.
• Strategic Initiatives: Lead projects that drive operational excellence, such as customer segmentation, automated health scoring, and customer advocacy programs.

Essential Qualifications

• Minimum 5 years of progressive experience in Customer Success, Account Management, or Implementation within B2B SaaS environments.
• At least 3 years of proven leadership experience managing high‑growth CS teams.
• Demonstrated success in improving retention, reducing churn, and driving expansion revenue.
• Strong analytical mindset with proficiency in CRM systems (e.g., Salesforce, HubSpot), CS platforms (e.g., Gainsight, Totango), and ticketing tools (e.g., Zendesk, Freshdesk).
• Excellent communication skills—capable of presenting complex data to executives and translating customer insights into actionable strategies.
• Experience working in regulated industries (e.g., healthcare) with a solid understanding of HIPAA and related compliance frameworks.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field; MBA or advanced certifications (e.g., Certified Customer Success Manager) is a plus.

Preferred Qualifications

• Experience in a fast‑scale, high‑growth SaaS startup or a portfolio company environment.
• Hands‑on knowledge of data analytics tools such as Tableau, Looker, or Power BI.
• Background in product management or a deep understanding of SaaS product lifecycles.
• Fluency in additional languages (e.g., Spanish, French) to support a global customer base.
• Track record of building and scaling customer success operations from scratch.

Core Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable CS strategies.
• Leadership & Coaching: Proven talent for developing high‑performing teams and fostering a culture of ownership.
• Data‑Driven Decision Making: Expertise in leveraging metrics to drive continuous improvement.
• Customer Empathy: Deep understanding of customer pain points and the ability to advocate for their needs.
• Project Management: Skilled at managing multiple initiatives simultaneously with clear timelines and deliverables.
• Technical Acumen: Comfortable navigating SaaS platforms, APIs, and integration workflows.
• Compliance & Security Awareness: Knowledge of HIPAA, GDPR, and other regulatory requirements.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear path for advancement. As Director of Customer Success, you will have the opportunity to:

• Progress to a Vice President of Customer Success or Chief Customer Officer role within the portfolio company or across the brighthush ecosystem.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and customer experience frameworks.
• Participate in executive leadership meetings, influencing company‑wide decisions and long‑term strategy.
• Access to ongoing professional development, including leadership training, industry conferences, and certifications.
• Mentor emerging leaders and contribute to the broader brighthush community through knowledge sharing and best‑practice workshops.

Work Environment & Culture

brighthush champions a culture of innovation, collaboration, and transparency. Our remote‑first approach empowers teams to work from anywhere in the United States, with flexible schedules that promote work‑life balance. Key cultural pillars include:

• Customer‑First Mindset: Every decision is evaluated through the lens of customer value.
• Data‑Driven Culture: Decisions are backed by robust analytics and continuous experimentation.
• Growth Mindset: We celebrate learning, encourage risk‑taking, and reward creative problem‑solving.
• Diversity & Inclusion: A vibrant, inclusive community where diverse perspectives drive innovation.
• Community & Impact: Opportunities to contribute to industry thought leadership, community events, and social impact initiatives.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, the role offers a competitive base salary range of $120,000 – $180,000 per year, complemented by a performance‑based bonus structure tied to retention and expansion metrics. Additional benefits include:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Unlimited professional development budget for courses, certifications, and conferences.
• Flexible work arrangements and a fully remote environment.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Equity or profit‑sharing options within the portfolio company, aligning your success with the company’s growth.

How to Apply

If you are ready to lead a high‑impact Customer Success function, drive measurable growth, and shape the future of a leading SaaS portfolio company, we want to hear from you. Submit your application through the link below and join a team that values innovation, collaboration, and customer success at every level.