Global Head of Customer Success – Strategic Leadership for Scalable Growth & Client Retention at brighthush

About brighthush

brighthush is a fast‑growing international technology firm that empowers businesses worldwide to turn customer interactions into lasting partnerships. With a portfolio of cutting‑edge SaaS solutions, data‑driven insights, and a relentless focus on delivering measurable value, brighthush has earned a reputation as a trusted advisor in the Information Technology sector. Our mission is simple yet ambitious: to help every client achieve extraordinary outcomes by ensuring their customers are delighted, engaged, and loyal.

Why This Role Matters

As the Global Head of Customer Success, you will be the visionary leader who shapes the end‑to‑end customer journey across all regions. You will own the strategy, execution, and continuous improvement of our customer success organization, driving retention, expansion, and advocacy at scale. This is a rare opportunity to influence the future of a global brand, mentor high‑performing teams, and directly impact brighthush’s revenue growth and market leadership.

Key Responsibilities

• Strategic Leadership: Define and execute a global customer success strategy that aligns with brighthush’s corporate objectives, market positioning, and product roadmap.
• Team Management & Development: Build, mentor, and inspire a distributed team of Customer Success Managers, Onboarding Specialists, and Support Leads across multiple time zones.
• Retention & Expansion: Design and implement data‑driven programs that increase Net Revenue Retention (NRR) and identify upsell/cross‑sell opportunities.
• Customer Advocacy: Cultivate a community of brand champions, oversee case study creation, and drive reference programs that amplify brighthush’s market presence.
• Operational Excellence: Establish KPIs, reporting frameworks, and best‑practice processes to ensure consistent, high‑quality service delivery.
• Cross‑Functional Collaboration: Partner closely with Product, Sales, Marketing, and Engineering to relay customer feedback, influence product enhancements, and align go‑to‑market strategies.
• Technology Enablement: Leverage CRM, CS platforms, and analytics tools to automate workflows, predict churn, and personalize customer experiences.
• Financial Stewardship: Own the budget for the global customer success organization, forecasting headcount, technology spend, and ROI on success initiatives.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and customer events, positioning the company as a leader in customer success excellence.

Essential Qualifications

• 7–10 years of progressive experience in customer success, account management, or a closely related field, with at least 3 years in a senior leadership capacity.
• Proven track record of building and scaling high‑performing, remote customer success teams that consistently exceed retention and expansion targets.
• Deep understanding of SaaS business models, subscription economics, and the metrics that drive customer health (e.g., NRR, churn, CSAT, NPS).
• Demonstrated ability to translate complex data into actionable strategies that improve customer outcomes and business results.
• Exceptional communication and influencing skills, capable of engaging C‑level executives, internal stakeholders, and diverse global teams.
• Fluency in English (both written and spoken) with strong presentation abilities.
• Experience working in a fully remote or hybrid environment, managing distributed teams across the United States and internationally.

Preferred Qualifications

• Experience in the Information Technology or enterprise software sector, preferably with exposure to AI, data analytics, or cloud platforms.
• Advanced degree (MBA, Master’s in Business Administration, or related field) or relevant certifications such as Certified Customer Success Manager (CCSM) or similar.
• Hands‑on expertise with leading CS tools (e.g., Gainsight, Totango, ChurnZero) and CRM systems (e.g., Salesforce, HubSpot).
• Track record of leading large‑scale transformation initiatives, such as implementing a new CS platform or redesigning the customer lifecycle.
• Multilingual capabilities or experience managing teams in multiple regions beyond the United States.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture while executing on tactical details.
• Analytical Acumen: Proficiency in data analysis, forecasting, and building dashboards that inform decision‑making.
• People Leadership: Talent for recruiting, coaching, and retaining top performers in a remote setting.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences that turn customers into lifelong partners.
• Change Management: Comfort navigating ambiguity, driving process improvements, and leading organizational change.
• Collaboration: Strong partnership skills to work seamlessly with product, sales, marketing, and engineering teams.
• Technology Fluency: Familiarity with modern SaaS stacks, automation, and AI‑driven insights.

What We Offer – Compensation, Benefits & Perks

brighthush believes that great talent deserves a rewarding package that reflects both market standards and the unique value each individual brings. While exact figures may vary based on experience, the role includes:

• Competitive Salary: USD 130,000 – 150,000 per year, paid bi‑weekly.
• Performance‑Based Bonus: Annual incentive tied to team and company success metrics.
• Equity Participation: Stock options or RSUs that align your long‑term interests with brighthush’s growth.
• Comprehensive Health Benefits: Medical, dental, vision, and mental health coverage for you and eligible dependents.
• Retirement Savings: 401(k) plan with company match.
• Professional Development: Annual learning stipend, conference attendance, and access to premium training platforms.
• Flexible Remote Work: Full‑time remote position based in the United States, with a home‑office allowance and coworking space credits.
• Generous Paid Time Off: Unlimited PTO policy, plus company‑wide holidays and wellness days.
• Family Support: Parental leave, adoption assistance, and childcare resources.
• Employee Wellness: Virtual fitness classes, meditation sessions, and a wellness app subscription.

Culture & Work Environment at brighthush

At brighthush, we champion a culture of curiosity, collaboration, and continuous improvement. Our core values—Customer Obsession, Innovation, Integrity, and Empowerment—guide every decision we make. As a remote‑first organization, we invest heavily in tools and rituals that keep teams connected, from weekly virtual coffee chats to quarterly global town halls. You will join a diverse, inclusive community where every voice is heard, and where high performance is celebrated with genuine appreciation.

Career Growth & Learning Opportunities

Stepping into the Global Head of Customer Success role positions you for a clear trajectory toward executive leadership, such as Vice President of Customer Experience or Chief Customer Officer. brighthush provides a structured career path, mentorship from senior executives, and cross‑functional exposure that accelerates your professional development. You will have the autonomy to pilot innovative programs, influence product strategy, and shape the future of customer success at a global scale.

Application Process

If you are ready to lead a world‑class customer success organization, drive measurable business impact, and grow alongside a visionary technology company, we want to hear from you. Please submit your resume, a cover letter outlining your leadership philosophy, and any relevant case studies or success metrics that demonstrate your impact.

We review applications on a rolling basis and will reach out to qualified candidates to schedule an initial conversation.

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Join brighthush – Shape the Future of Customer Success

At brighthush, your expertise will not only guide our customers to success but also define the benchmark for the industry. Embrace the challenge, lead with purpose, and become a catalyst for growth in a company that values your vision. Apply today and embark on a rewarding journey where your leadership makes a lasting difference.