Remote Director of Customer Success – Global Retention, Expansion, and Value Realization Lead at brighthush

About brighthush

brighthush is a pioneering SaaS platform that turns raw data into compelling stories, empowering organizations to not only see what happened but also understand why it happened and what to do next. Since our founding in 2016, we have grown into a vibrant team of 51‑200 professionals who thrive on turning complex analytics into actionable insights that drive real business outcomes. Our mission is simple yet ambitious: help companies unlock the full potential of their data by providing a platform that explains the “why” behind every metric and recommends the next steps.

As a fully remote, USA‑based company, we celebrate flexibility, autonomy, and a culture of continuous learning. We believe that the best ideas come from diverse perspectives, so we actively recruit talent from across the country and foster an inclusive environment where every voice is heard.

Why This Role Matters

Customer success is the heartbeat of any SaaS business. At brighthush, we’re looking for a visionary Director of Customer Success who can elevate our CS organization from a support function to a strategic partner that drives revenue, retention, and product adoption. You will own the entire customer lifecycle—from onboarding to expansion—while building a high‑performing team that delivers measurable value to our enterprise clients.

Key Responsibilities

• Retention & Expansion Leadership – Own gross retention, expansion, and consumption metrics. Drive value‑realization initiatives that keep customers on the brighthush platform and encourage upsells.
• Risk Management & Executive Engagement – Provide leadership with a weekly view of renewal risk. Lead “save” motions that involve direct executive engagement to secure renewals and identify expansion opportunities.
• Coverage Model Design – Implement and refine three coverage models: high‑touch strategic, time‑boxed emerging, and scaled. Transition emerging accounts into strategic coverage during their renewal cycle.
• Account Alignment & Playbooks – Own account alignment, book economics, capacity planning, and the playbooks that guide accounts from data platform adoption to deployed use cases.
• Customer Insight & Value Framework – Deeply understand each strategic customer’s business, technical environment, and how brighthush can become a core part of their operations. Trace every request to a clear problem statement and measurable outcome.
• Team Building & Development – Hire, develop, and retain managers and Customer Success Managers (CSMs). Build a bench ready for larger books and new segments.
• Solution Instinct & Technical Collaboration – Cultivate a solution‑oriented mindset across the team. Spot architectural needs, gather context, and collaborate with technical teams to deliver end‑to‑end solutions.
• Onboarding & Career Pathing – Own onboarding processes, ramp‑up timelines, career paths, and performance standards for the CS organization.
• Review & Planning Cadence – Own weekly renewal reviews, segment account reviews, monthly business reviews, and quarterly planning sessions.
• Metrics & Dashboards – Maintain the metrics and dashboards that drive decision‑making. Manage budget, staffing, and process optimization.
• Cross‑Functional Leadership – Lead forums where CSMs share platform workflows, turning daily use into product input. Own the Sales‑to‑CS handoff, joint renewal and expansion planning, and coordination with Professional Services, Technical Support, and Studio on strategic accounts.
• Voice of the Customer – Bring the customer’s voice into product and go‑to‑market planning. Support reference programs, success stories, and marketing advisory initiatives.

Essential Qualifications

• 12+ years of experience in Customer Success, Account Management, or post‑sales leadership.
• 5+ years of proven experience leading and developing CS teams and managers.
• Track record of owning retention and expansion outcomes in a B2B SaaS environment.
• Experience building segmentation, capacity models, playbooks, and metrics that scale.
• Hands‑on expertise in designing success plans, Executive Business Reviews (EBRs), and value frameworks for enterprise customers.
• Strong product intuition: quickly learn new products, spot patterns across customers, and translate insights into credible product demand.
• Executive presence with C‑level stakeholders and senior internal leaders, including negotiation and influence on high‑stakes decisions.
• Proven partnership record with Sales, Services, Support, and Product teams.
• Experience leading customers through usage‑based or consumption pricing models, tying variable consumption back to delivered value.
• Comfort with AI tools such as Claude, and a clear perspective on how AI is reshaping the CS role.
• Ability to learn a system before changing it, take feedback well, and disagree constructively while committing to the final decision.

Preferred Qualifications

• Background in data‑analytics or data‑platform SaaS companies.
• Experience with Salesforce, Gainsight, or similar CS platforms.
• Familiarity with MCP‑based integrations and agentic workflows.
• Prior experience building and scaling CS functions in a high‑growth startup environment.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Leadership & Team Development
• Cross‑Functional Collaboration
• Change Management & Process Improvement
• Financial Acumen (budgeting, forecasting)
• Excellent Communication & Presentation Skills
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Director of Customer Success, you will:

• Lead a high‑impact function that directly influences revenue and product strategy.
• Mentor and develop future CS leaders, creating a legacy of excellence.
• Participate in executive‑level strategy sessions, shaping the direction of the company.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.
• Influence product development and go‑to‑market initiatives based on real customer insights.

Work Environment & Culture at brighthush

Our culture is built on four core pillars:

• Innovation – We encourage experimentation and reward creative problem‑solving.
• Collaboration – Cross‑functional teams work together to deliver seamless customer experiences.
• Transparency – Open communication and data‑driven insights guide every decision.
• Inclusivity – We celebrate diverse perspectives and foster an environment where everyone can thrive.

As a fully remote organization, we provide flexible work hours, a stipend for home‑office setup, and a robust virtual collaboration ecosystem. Our team enjoys regular virtual coffee chats, quarterly all‑hands meetings, and a vibrant internal community that keeps us connected.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive total rewards package that typically includes:

• Base salary commensurate with experience.
• Targeted bonus or commission structure tied to retention and expansion metrics.
• Equity options to share in the company’s long‑term success.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible vacation policy.
• Professional development budget and access to industry events.
• Home‑office stipend and flexible work arrangements.

Ready to Make an Impact?

If you’re a strategic leader who thrives on turning data into action, who loves building high‑performing teams, and who is ready to shape the future of customer success at a fast‑growing SaaS company, we want to hear from you. Join brighthush and help us empower businesses worldwide to unlock the full potential of their data.