Head of Customer Success & Retention – Global Enterprise SaaS Leader – Remote (US/Canada)

About brighthush

brighthush is redefining the way employees experience the workplace. As the world’s leading enterprise parking and transportation SaaS platform, we bring parking, electric‑vehicle charging, and a host of workplace mobility services together in a single, intelligent ecosystem. Trusted by global innovators such as brighthush, brighthush, brighthush, brighthush, brighthush, and brighthush, we empower organizations to optimize their infrastructure, streamline employee journeys, and create a friction‑free arrival experience. Our mission is simple: make every commute smarter, safer, and more sustainable.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that is shaping the future of workplace mobility. We’re a remote‑first company that values autonomy, collaboration, and continuous learning. As a senior leader, you’ll have direct influence on product strategy, customer experience, and company culture. You’ll work with some of the most forward‑thinking organizations in the world, and you’ll help them unlock new levels of operational efficiency and employee satisfaction.

Role Overview

The Head of Customer Success & Retention will be a pivotal member of the executive team, reporting directly to the COO. In this hands‑on, high‑impact role, you will own the entire customer lifecycle—from onboarding to expansion—while building a world‑class global Customer Success, Implementation, and Support organization. Your leadership will drive retention, advocacy, and the voice of the customer across all functions.

Key Responsibilities

• Executive Customer Relationships – Build and nurture trusted, executive‑level relationships with our largest and most strategic accounts. Ensure 100% referenceability across top customers and maintain a portfolio‑wide Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) that consistently exceeds 100%.
• Customer Advocacy & Retention – Develop comprehensive success plans, proactively identify risks and opportunities, and partner with the commercial team to secure renewals and expansion. Champion a culture of customer obsession that translates into measurable growth.
• Voice of the Customer – Own the end‑to‑end feedback loop: gather, consolidate, and prioritize customer insights. Translate these insights into actionable product and engineering enhancements that improve satisfaction and retention.
• Team Leadership & Development – Lead, mentor, and scale a global team of 10+ Customer Success, Implementation, and Support professionals. Set clear performance expectations, establish career pathways, and create a high‑performing culture that attracts top talent.
• Scalable Customer Operations – Design and implement playbooks, workflows, and resources that standardize best practices across the customer lifecycle. Enable seamless coordination across product, engineering, and commercial teams during complex global rollouts.
• Executive Reporting & Insight – Provide regular, data‑driven reports to the executive team on customer health, retention, advocacy, support performance, and growth opportunities. Translate operational data into clear, actionable recommendations.

Essential Qualifications

• 10+ years of progressive experience in Customer Success for a technology product, with a proven track record of managing Fortune 500 accounts.
• Demonstrated ability to build and scale global customer success functions in fast‑moving SaaS environments.
• Exceptional organizational skills and the capacity to juggle multiple high‑priority initiatives in a dynamic setting.
• Strong verbal and written communication skills, with a proven ability to influence C‑level stakeholders.
• Hands‑on experience collaborating with Product Management and Engineering to shape product roadmaps based on customer needs.
• Familiarity with transportation, parking, or workplace technology ecosystems is highly desirable.
• Comfortable working remotely across the Pacific to East Coast U.S. time zones.

Preferred Qualifications

• Experience leading cross‑functional teams that include Implementation, Support, and Customer Success.
• Proficiency in customer success metrics (e.g., CSAT, NPS, churn, expansion revenue) and the ability to build dashboards that inform strategy.
• Background in data analysis and the use of CRM and customer success platforms (e.g., Gainsight, Totango, Salesforce).
• Track record of building and executing customer advocacy programs that generate high‑quality references and case studies.
• Experience working with global enterprise customers and navigating complex procurement cycles.

Skills & Competencies

• Strategic Vision – Ability to see the big picture and translate it into actionable plans that drive long‑term growth.
• Leadership & Coaching – Proven talent for building high‑performing teams, fostering a culture of accountability, and developing future leaders.
• Customer‑Centric Mindset – Deep empathy for customers and a relentless focus on delivering exceptional experiences.
• Data‑Driven Decision Making – Strong analytical skills to interpret metrics, identify trends, and recommend improvements.
• Cross‑Functional Collaboration – Comfortable working with Product, Engineering, Sales, and Finance to align on customer outcomes.
• Communication & Influence – Excellent storytelling skills that resonate with both technical and non‑technical audiences.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and navigate ambiguity with confidence.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. As the Head of Customer Success, you will:

• Shape the future of our customer experience strategy and influence product development at the highest level.
• Build a global, high‑performing team that sets industry standards for customer success.
• Earn a seat on the executive team, where your insights directly impact company direction.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Benefit from a culture that rewards innovation, continuous learning, and personal growth.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, transparency, and collaboration. Our culture is built on:

• Values‑Driven Leadership – We prioritize integrity, customer obsession, and a growth mindset.
• Inclusive & Diverse Teams – We celebrate diverse perspectives and foster an environment where everyone can thrive.
• Continuous Learning – Access to learning resources, internal knowledge sharing, and external training.
• Work‑Life Balance – Flexible schedules, generous time‑off policies, and a focus on mental well‑being.
• Community & Impact – Opportunities to contribute to sustainability initiatives and community outreach.

Compensation & Benefits

While specific figures vary based on experience, we offer:

• Competitive base salary aligned with market standards for senior SaaS leaders.
• Equity participation that allows you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and a robust retirement savings plan.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health support.

How to Apply

If you’re ready to lead a global customer success organization, drive retention at scale, and shape the future of workplace mobility, we want to hear from you. Submit your application through the link below and join brighthush in creating smarter, more sustainable workplace experiences.