Head of Customer Success – Build & Scale brighthush’s Fleet Management SaaS Platform, Drive Adoption, Retention & Revenue Growth

Why brighthush?

At brighthush, we are redefining how fleets of all sizes keep their vehicles on the road and their businesses moving forward. Our cloud‑native platform connects fleet managers, maintenance teams, dispatchers, and drivers in a seamless digital ecosystem that turns every repair order into actionable insight. As the industry shifts toward usage‑based revenue models, brighthush is at the forefront, delivering measurable cost savings, reduced downtime, and higher operational efficiency for our customers. Join a fast‑growing B2B SaaS leader that values innovation, data‑driven decision‑making, and a culture built on collaboration, ownership, and bold thinking.

Role Overview

The Head of Customer Success will be the architect and champion of brighthush’s Customer Success organization. You will own the entire post‑sale journey—from the moment a contract is signed to the point where customers are fully embedded, deriving continuous value, and becoming advocates for the platform. This is a hands‑on, player‑coach position that requires you to design scalable processes, build a high‑performing team, and translate data into actionable strategies that drive adoption, retention, and revenue growth.

Key Responsibilities

• End‑to‑End Onboarding: Design and execute a structured onboarding program that moves customers from contract signing to steady‑state usage. Define clear milestones such as time to first repair order (RO) and time to value, and ensure they are met consistently.
• Sales‑to‑CS Handoff: Create a repeatable handoff framework that aligns sales commitments with operational execution. Coordinate data migration, user provisioning, approval rule configuration, shop coverage mapping, and integrations with fleet telematics, ERP, and other third‑party systems.
• Adoption Definition & Gap Analysis: Establish what “adopted” looks like for each customer segment. Use usage data to identify gaps between contracted scope and actual platform utilization, then partner with Operations and the Shop Network team to close those gaps.
• Business Review Leadership: Conduct quarterly and annual business reviews that translate platform metrics into customer‑specific ROI narratives—highlighting cycle time reductions, cost‑per‑repair improvements, downtime minimization, and overall savings.
• Account Health Modeling: Build a robust health scoring system that incorporates leading indicators, risk tiers, and automated playbooks. Deploy proactive “save plans” for at‑risk accounts and monitor outcomes.
• Churn Analysis & Mitigation: Lead a cross‑functional churn review cadence, turning root‑cause findings into prioritized product and operational enhancements.
• Team Building & Leadership: Recruit, onboard, and mentor a team of Customer Success Managers (CSMs). Define coverage models by segment, set performance metrics, and embed the CS operating system within brighthush’s CRM.
• Executive Reporting: Provide monthly dashboards to the Chief Revenue Officer (CRO) and senior leadership covering retention rates, utilization trends, time‑to‑value metrics, and overall account health.
• AI‑Driven Efficiency: Leverage generative AI tools to automate routine CS tasks, expand CSM capacity, and deliver predictive insights that keep customers ahead of potential issues.
• Project Management: Oversee multi‑site implementations, coordinating cross‑functional stakeholders—including product, engineering, finance, and support—to ensure on‑time, on‑budget delivery.

Essential Qualifications

• 7+ years of progressive experience in Customer Success within a B2B SaaS environment, preferably with a usage‑based or transaction‑based revenue model.
• Demonstrated success building a Customer Success function from the ground up, including health scoring, playbook creation, segmentation, coverage modeling, and CRM configuration.
• Proven track record of improving retention, adoption, and expansion metrics—backed by concrete numbers (e.g., NRR growth, churn reduction).
• Strong analytical mindset: ability to extract insights from usage data, identify slipping accounts, and translate findings into actionable recommendations for fleet managers.
• Hands‑on experience with AI‑enabled productivity tools that streamline CS workflows and increase account coverage capacity.
• Exceptional project management skills, with experience leading complex, multi‑stakeholder implementations across geographically dispersed sites.
• Willingness to act as a player‑coach during the early phase—personally handling onboarding and key accounts while recruiting and scaling the team.
• Excellent communication and influencing abilities, capable of presenting data‑driven value narratives to senior fleet executives.

Preferred Qualifications

• Experience in the automotive, logistics, or fleet management industry.
• Familiarity with telematics, ERP integrations, and shop management software.
• Advanced certifications in Customer Success (e.g., SuccessHACKER, Gainsight).
• Background in SaaS product management or go‑to‑market strategy.
• Track record of building high‑performing, remote‑first teams.

Core Skills & Competencies

• Data Literacy: Proficient in SQL, Tableau, Looker, or similar tools to query usage data and build dashboards.
• Strategic Thinking: Ability to see the big picture while executing detailed operational plans.
• Customer‑Centric Mindset: Deep empathy for fleet managers and drivers, translating their pain points into platform value.
• Leadership & Coaching: Experience developing talent, fostering a culture of accountability, and driving continuous improvement.
• Change Management: Skilled at guiding organizations through adoption cycles and overcoming resistance.
• Technical Acumen: Comfortable discussing integrations, APIs, and data flows with engineering and product teams.
• Collaboration: Proven ability to work cross‑functionally with Sales, Product, Engineering, Finance, and Support.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As the Head of Customer Success, you will:

• Shape a critical function that directly influences company revenue and market positioning.
• Gain exposure to senior leadership and participate in strategic planning sessions.
• Access a generous learning and development budget for certifications, conferences, and executive coaching.
• Lead a growing team, positioning yourself for future roles such as VP of Customer Success, Chief Customer Officer, or General Manager.
• Work with cutting‑edge AI and analytics tools that keep you at the forefront of SaaS innovation.

Work Environment & Culture at brighthush

Our culture is built on five core values that guide every decision:

• Team First: Collaboration beats competition. We celebrate collective wins.
• Work Smart: Data‑driven, efficient, and always looking for smarter ways to solve problems.
• Own It: Accountability is non‑negotiable. We take responsibility for outcomes.
• Be Bold: Innovation requires risk‑taking. We encourage daring ideas.
• Push Boundaries: Continuous improvement is a habit, not an event.

We operate a remote‑friendly model that supports flexible work hours, home‑office stipends, and a collaborative virtual environment. Regular virtual coffee chats, quarterly in‑person retreats, and cross‑team hackathons keep the community vibrant and connected.

Compensation, Perks & Benefits

• Competitive Base Salary with performance‑based bonuses tied to retention and adoption metrics.
• Equity Participation – become a true owner of brighthush’s success.
• Comprehensive Health Coverage – medical, dental, and vision plans.
• Flexible Paid Time Off and company‑wide holidays to recharge.
• Remote‑Work Support – stipend for home‑office equipment and internet.
• Learning & Development Budget – fund certifications, courses, and conferences.
• Wellness Stipend – promote physical and mental health.
• Paid Parental Leave – support growing families.
• Additional benefits may vary by location, but our commitment to employee well‑being is universal.

How to Apply

If you are driven by impact, thrive in a data‑rich environment, and embody brighthush’s values, we want to hear from you. Submit your resume, a brief cover letter outlining your most relevant achievements, and any supporting metrics that demonstrate your success in building and scaling Customer Success functions.

We celebrate diverse perspectives and are an equal‑opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Join brighthush and Lead the Future of Fleet Success

Imagine a role where every decision you make directly influences the efficiency of thousands of vehicles on the road, where you build a world‑class team from the ground up, and where your strategic vision translates into measurable revenue growth. At brighthush, that vision is a reality. Take the next step in your career and become the catalyst for customer success excellence. Apply today and help us drive the future of fleet management.