Head of Customer Success – Driving Enterprise Adoption, Retention, and Growth in B2B SaaS

About brighthush

brighthush is at the forefront of catastrophe risk modeling, delivering cutting‑edge analytics that empower businesses, insurers, and governments to anticipate, mitigate, and thrive in the face of natural disasters. By marrying advanced data science with intuitive, cloud‑based platforms, we give our clients the clarity they need to protect assets, optimize portfolios, and make strategic decisions that safeguard communities and economies worldwide.

Our mission is simple yet profound: to transform uncertainty into actionable insight. We do this by providing real‑time risk assessments, scenario modeling, and predictive analytics that help organizations navigate the complex landscape of climate‑related threats. With a global footprint and a team of world‑class scientists, engineers, and customer success professionals, brighthush is redefining how the world prepares for the unexpected.

Role Overview

We are seeking an experienced, client‑centric Head of Customer Success to lead our customer success organization. In this hands‑on role, you will be the primary advocate for our clients, ensuring they derive maximum value from our platform and experience seamless, long‑term success. You will partner closely with sales, product, and engineering teams to translate customer feedback into product enhancements, drive adoption, and unlock expansion opportunities.

As the senior point of contact for our enterprise portfolio, you will shape the customer journey, cultivate trust‑based relationships, and build a high‑performing team that consistently exceeds service expectations. If you thrive in a fast‑paced, startup‑style environment and enjoy both strategy and execution, brighthush offers you the platform to make a measurable impact.

Key Responsibilities

• Client Relationship Leadership – Serve as the senior advocate for our enterprise and technical client portfolio, building deep, trust‑based relationships with key stakeholders across business units.
• Strategic Success Planning – Design and execute customer success strategies that drive adoption, retention, and expansion, aligning with the broader business objectives of brighthush.
• Onboarding & Implementation Excellence – Lead the onboarding process for new clients, ensuring a smooth, effective implementation experience that sets the stage for long‑term success.
• Health Monitoring & Risk Mitigation – Continuously monitor client health metrics, proactively identify risks, and develop action plans to address churn or dissatisfaction before it escalates.
• Team Development & Mentorship – Manage and mentor a growing customer success team, providing guidance, coaching, and career development opportunities that foster a culture of high performance.
• Renewals & Upsell Collaboration – Partner with the sales organization on renewal negotiations and upsell opportunities, translating customer insights into revenue growth.
• Voice of the Customer – Act as the internal champion for client needs, channeling feedback to product and engineering teams to inform the roadmap and prioritize feature development.
• Process & Playbook Design – Develop and maintain scalable customer success playbooks, processes, and metrics that support operational excellence as brighthush expands.

Essential Qualifications

• 5+ years of progressive experience in customer success, account management, or a related client‑facing role, preferably within B2B SaaS or data/analytics environments.
• Proven track record of managing and growing a portfolio of enterprise or technical clients, with measurable success in retention and expansion.
• Deep familiarity with the insurance, reinsurance, or catastrophe risk industry is highly desirable.
• Demonstrated ability to thrive in a startup‑style, hands‑on environment where strategy and execution are intertwined.
• Exceptional communication skills, with the capacity to translate complex technical concepts into clear, actionable insights for non‑technical audiences.
• Experience managing and developing direct reports, fostering a culture of continuous learning and high performance.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight, or equivalent).
• Self‑motivated, organized, and comfortable working remotely across multiple time zones.

Preferred Qualifications

• Background in catastrophe risk modeling, climate analytics, or related scientific domains.
• Experience leading cross‑functional initiatives that bridge product, engineering, and sales teams.
• Advanced data analysis skills, with the ability to interpret usage metrics and derive actionable insights.
• Knowledge of industry standards and regulatory frameworks relevant to risk management and insurance.
• Experience with customer success metrics such as NPS, CSAT, churn rate, and expansion revenue.

Skills & Competencies

• Strategic Thinking & Execution
• Relationship Management & Stakeholder Engagement
• Data‑Driven Decision Making
• Leadership & Team Development
• Project Management & Process Optimization
• Customer Advocacy & Voice of the Customer
• Technical Fluency – comfortable navigating SaaS platforms, APIs, and data analytics tools.
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As the Head of Customer Success, you will:

• Shape the future of our customer success organization, influencing company‑wide strategy.
• Lead high‑impact initiatives that directly contribute to revenue growth and market expansion.
• Collaborate with senior leadership across product, engineering, and sales to drive cross‑functional innovation.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.
• Opportunity to mentor and develop the next generation of customer success leaders.

Work Environment & Culture

brighthush champions a culture of innovation, collaboration, and impact. Our remote‑first model empowers you to work from anywhere while staying connected through regular virtual town halls, team huddles, and cross‑functional workshops. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Our employees enjoy:

• Flexible work hours and a results‑oriented approach.
• Regular virtual coffee chats and informal networking events.
• Access to cutting‑edge tools and a modern, cloud‑based workspace.
• A supportive environment that values work‑life balance and personal well‑being.

Compensation & Benefits

While specific figures are tailored to individual experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in B2B SaaS.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and reimbursement for relevant certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Flexible remote work policy with occasional in‑office or offsite collaboration opportunities.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is reshaping how the world understands and manages catastrophic risk. Your leadership will directly influence the success of our clients, the growth of our platform, and the future of our industry. If you are a strategic thinker with a passion for customer advocacy, a proven record of driving adoption and expansion, and a desire to work in a dynamic, high‑impact environment, we invite you to apply and help us build a safer, more resilient world.

Ready to lead the charge? Apply today and become a pivotal part of brighthush’s journey to transform risk management for the better.