Remote Director of Customer Success – Building Unified Playbooks & Driving Enterprise Retention for brighthush’s Technology Learning Brands

About brighthush

brighthush is a trailblazing education technology company that empowers enterprises worldwide to accelerate digital transformation through cutting‑edge learning solutions. With a portfolio that spans three high‑impact IT and technology learning businesses, brighthush delivers immersive, data‑driven training experiences that help organizations upskill their workforce, reduce time‑to‑competency, and drive measurable business outcomes. Our mission is simple: enable every professional to thrive in the digital age by providing the most relevant, engaging, and scalable learning experiences on the market.

Operating from a vibrant, distributed workforce across the United States, brighthush is committed to fostering a culture of innovation, collaboration, and continuous growth. We believe that our people are our greatest asset, and we invest heavily in their development, well‑being, and career progression. If you’re passionate about customer success, thrive in a fast‑paced environment, and want to shape the future of enterprise learning, brighthush is the place for you.

Why This Role Matters

As the first Director of Customer Success for brighthush’s Technology Vertical, you will be the architect of a unified, world‑class customer success function that spans three distinct brands. Your strategic vision and operational excellence will directly influence our ability to retain, expand, and delight our B2B enterprise customers. You will partner with cross‑functional leaders—Sales, Product, Engineering, and RevOps—to create a seamless, data‑driven customer journey that turns every subscription into a long‑term partnership.

Key Responsibilities

• Revenue Retention & Forecasting – Own gross and net revenue retention metrics across the vertical’s B2B customer base. Build and maintain accurate renewal forecasts that feed into the broader company financials.
• Unified Playbook Development – Design a single, scalable customer success playbook covering segmentation, coverage models, onboarding, adoption milestones, executive business reviews, health scoring, risk escalation, renewal, and expansion. Ensure adoption across all three brands.
• Organizational Design & Leadership – Merge customer success, account management, and regional service teams into one cohesive function. Define roles, levels, coverage ratios, and clear career paths. Recruit, coach, and develop a high‑performing distributed team.
• Technology Stack & Data Governance – Partner with RevOps to specify, select, and implement the customer success technology stack. Define a single source of truth and ensure data integrity across CRM, health scoring, lifecycle automation, and renewal forecasting tools.
• Onboarding Excellence – Drive time‑to‑first‑value initiatives, especially for enterprise subscription accounts where delayed onboarding is a known churn driver. Create onboarding frameworks that reduce friction and accelerate adoption.
• Health Scoring & Early Warning Systems – Build and refine usage and engagement metrics that surface account risk early. Lead proactive plays that mitigate churn and unlock upsell opportunities.
• Expansion & Upsell Partnerships – Collaborate with Sales to identify growth opportunities within the installed base. Own disciplined handoffs and joint account planning to maximize expansion revenue.
• Voice of the Customer – Establish a structured, evidence‑based feedback loop into product and content teams. Capture actionable cancellation reasons and other insights that inform continuous improvement.

Essential Qualifications

• 8+ years of progressive experience in customer success, account management, or a related post‑sale discipline.
• 3+ years of proven leadership, directly accountable for retention metrics and revenue growth.
• Deep familiarity with Salesforce at a Power User level.
• Hands‑on experience building or overhauling a customer success function from scratch.
• Strong B2B subscription or SaaS background with demonstrable ownership of GRR/NRR and renewal forecast accuracy.
• Track record of merging or standardizing post‑sale teams across multiple brands or acquired businesses.
• Data fluency: ability to build health scores, interpret usage and cohort data, and differentiate between quiet and at‑risk accounts.
• Experience managing distributed, international teams and standardizing processes without eroding local best practices.
• Executive presence and credibility with enterprise customers, capable of leading business reviews with senior sponsors.
• Comfort with technical products and technical buyers in an IT or enterprise software context.
• Ability to thrive in ambiguity, iterate on processes, and drive continuous improvement.
• Experience in corporate training, eLearning, or a business where usage and seat consumption drive renewal.
• Experience in a private‑equity‑backed, EBITDA‑accountable environment.
• Experience working alongside a channel/reseller motion where the end customer is not always the contracting party.
• Proven success in selecting and implementing a customer success platform from scratch.

Preferred Qualifications

• Background in enterprise learning or technology training solutions.
• Experience with advanced customer success tooling (e.g., Gainsight, Totango, ChurnZero).
• Knowledge of subscription billing and revenue recognition principles.
• Experience leading cross‑functional initiatives that span product, engineering, and sales.
• Strong analytical mindset with proficiency in SQL, Excel, or data visualization tools.

Skills & Competencies

• Strategic Thinking – Ability to translate business goals into actionable customer success strategies.
• Operational Excellence – Proven track record of building scalable processes and systems.
• Leadership & Coaching – Talent to inspire, mentor, and develop a high‑performing team.
• Data‑Driven Decision Making – Comfortable turning data insights into tangible actions.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences.
• Change Management – Skilled at guiding teams through transformation while preserving culture.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Collaboration – Ability to work effectively with cross‑functional partners.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Director of Customer Success, you will:

• Lead a high‑impact function that directly influences company revenue and growth.
• Collaborate with senior leaders across Product, Engineering, and Sales to shape the future of enterprise learning.
• Own a portfolio of enterprise accounts and drive strategic initiatives that impact the entire organization.
• Participate in executive‑level discussions and contribute to company‑wide strategy.
• Benefit from a culture that rewards innovation, experimentation, and continuous learning.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, agility, and empowerment. Our remote-first model means you can work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings and quarterly town halls.
• Dedicated Slack channels for real‑time collaboration.
• Monthly virtual team‑building events and quarterly in‑person retreats.
• Access to a robust learning platform that includes leadership development, technical training, and industry certifications.

We celebrate diversity, equity, and inclusion, and we’re committed to creating an environment where every voice is heard and every idea is valued.

Compensation, Perks, and Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to retention, expansion, and overall company growth.
• Equity options that align your success with the company’s long‑term vision.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and a fully remote work environment.
• Professional development budget and access to industry conferences.
• Wellness stipend and mental health resources.

How to Apply

Ready to lead the next generation of customer success at brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to learn how your experience and vision can help us elevate our enterprise customers and drive sustainable growth.

Join brighthush and be part of a team that’s redefining how technology learning drives business success. Your expertise will shape the future of customer success and empower thousands of professionals worldwide.