Head of Customer Success & Support – Enterprise SaaS Marketplace & Vendor Partnerships

About brighthush

brighthush is a trailblazing SaaS platform that empowers financial institutions, venture capital firms, private equity houses, and business communities to connect with vetted software and service providers. By offering preferred pricing, curated solutions, and actionable insights, brighthush helps its partners save money, make smarter spending decisions, and accelerate growth. Our marketplace bridges the gap between enterprise organizations and the vendors that serve them, creating a seamless ecosystem where every stakeholder can thrive.

Why This Role Matters

As the Head of Customer Success & Support, you will be the architect of the customer experience that keeps our partners engaged, satisfied, and loyal. You will own the entire post‑sale journey for both community partners and vendor partners, ensuring that every interaction delivers measurable value. Your leadership will shape the processes, metrics, and culture that drive adoption, reduce churn, and unlock expansion opportunities.

Key Responsibilities

• Strategic Account Ownership – Personally manage a portfolio of high‑value enterprise accounts, including banks, investment firms, and vendor partners.
• Team Leadership – Hire, coach, and develop a small Customer Success & Support team while maintaining direct ownership of key accounts.
• Process Design – Build and refine onboarding playbooks, service level agreements (SLAs), escalation paths, ticketing workflows, and account health scoring.
• Risk Management – Identify renewal risks at least 120 days in advance and coordinate proactive response plans with Sales.
• Renewal & Expansion Collaboration – Partner with Sales on renewal negotiations, pricing discussions, and upsell opportunities.
• Quarterly Business Reviews – Lead QBRs that showcase the tangible value our platform delivers to community partners.
• Vendor Performance Reviews – Conduct performance assessments with vendors to strengthen marketplace participation.
• Escalation Ownership – Own and resolve high‑priority escalations, coordinating cross‑functional teams to ensure timely resolution.
• Compliance & Procurement Support – Guide customers through enterprise security reviews, vendor risk assessments, procurement processes, and contract cycles.
• Product Feedback Loop – Translate customer and vendor insights into actionable product enhancements.
• Technology Optimization – Leverage CRM, support tools, and AI to improve service consistency and scale the team’s capacity.

Essential Qualifications

• 6+ years of Customer Success or Account Management experience, with at least 3 years managing enterprise accounts.
• Proven track record of building or overhauling a Customer Success or Support function in a fast‑moving startup environment.
• Experience leading a team while simultaneously owning key customer relationships.
• Strong executive presence – comfortable communicating with C‑suite executives, managing directors, and senior stakeholders.
• Expertise in handling complex escalations and coordinating solutions across multiple departments.
• Familiarity with enterprise security reviews, vendor risk assessments, procurement, and contract renewal cycles.
• Commercial acumen – adept at participating in renewal, pricing, and expansion conversations.
• Data‑driven mindset – using customer data to assess account health and prioritize actions.
• Proficiency with CRM and support platforms such as Attio, Intercom, and AI‑powered support tools.
• Full‑time commitment with strong overlap with U.S. Eastern business hours.

Preferred Qualifications

• Background in financial services or fintech.
• Experience supporting banks, investment firms, or enterprise partner programs.
• Experience managing marketplaces that serve both community partners and vendors.
• Established network within the venture capital or private equity ecosystem.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while executing on tactical details.
• Relationship Management – Building trust with diverse stakeholders, from executives to support staff.
• Process Engineering – Designing scalable, repeatable workflows that drive efficiency.
• Analytical Insight – Interpreting metrics to uncover trends, risks, and opportunities.
• Leadership & Coaching – Inspiring a high‑performing team and fostering continuous growth.
• Communication – Clear, concise, and persuasive communication across all levels.
• Adaptability – Thriving in a dynamic, fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your impact will be visible from day one. As the organization scales, you will have the chance to:

• Expand your team from a handful of members to a full‑scale Customer Success organization.
• Shape the product roadmap by feeding real‑world customer insights into the engineering and product teams.
• Take on broader strategic responsibilities, such as global customer success strategy or partner ecosystem development.
• Participate in executive leadership meetings and influence company‑wide decisions.
• Earn equity and performance bonuses that align your success with the company’s growth.

Work Environment & Culture

brighthush is a fully remote, distributed team that values autonomy, collaboration, and continuous learning. We foster a culture where:

• Hands‑on leaders are empowered to build systems and manage relationships.
• Clear ownership and practical decision‑making are the norm.
• Innovation is celebrated, and ideas are tested quickly.
• Work‑life balance is respected, with flexible schedules that align with U.S. Eastern business hours.
• Professional development is encouraged through mentorship, training, and conference sponsorships.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary range: $100,000 – $200,000 per year.
• Performance‑based bonuses tied to customer retention, expansion, and team growth.
• Equity options that allow you 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.
• Flexible work hours and a fully remote setup.
• Professional development budget and access to industry conferences.
• Employee wellness programs and mental health resources.

How to Apply

If you are ready to build a world‑class Customer Success & Support function that drives measurable impact for a leading SaaS marketplace, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Closing

At brighthush, you will not only lead a team—you will shape the future of how enterprise organizations and vendors collaborate. Your strategic vision, operational excellence, and customer‑centric mindset will be the catalyst for growth, retention, and innovation. Join us and help create a platform that empowers businesses to save money, find trusted partners, and scale to new heights.

Ready to make a difference? Apply today and become a pivotal part of brighthush’s journey.