Remote Director of Customer Success – Lead Global Customer Success & Technical Account Management Teams to Drive Retention, Adoption, and Revenue Growth

About brighthush

brighthush is a forward‑thinking SaaS company that empowers accounting professionals with an AI‑driven workflow automation platform. Since our founding in 2019, we have grown from a small startup to a vibrant team of 51‑200 employees, headquartered in Franklin, Tennessee, and serving CPA firms and accounting practices across the United States. Our mission is simple yet powerful: to free accountants from tedious manual tasks so they can focus on high‑value advisory work. We do this by combining cutting‑edge artificial intelligence with intuitive design, delivering a platform that automates data entry, reconciles accounts, and generates insights in real time.

At brighthush, we believe that technology should amplify human expertise, not replace it. Our culture is built on curiosity, collaboration, and a relentless commitment to customer success. We are looking for a visionary leader who shares our passion for helping clients thrive and who can shape the future of post‑sales excellence.

Why Join brighthush?

Working at brighthush means you’ll be part of a high‑growth, mission‑driven organization that is redefining the accounting industry. You’ll have the opportunity to:

• Lead a world‑class Customer Success organization that directly impacts revenue and customer lifetime value.
• Collaborate with cross‑functional leaders in Product, Engineering, Sales, and Professional Services to translate customer insights into product enhancements.
• Drive the adoption of AI and automation in a niche market that is ripe for disruption.
• Shape a culture that values transparency, continuous learning, and a customer‑first mindset.
• Enjoy a fully remote work model with flexible hours, empowering you to balance professional ambition with personal well‑being.

Your Role

As the Director of Customer Success at brighthush, you will be the strategic architect and operational leader of our Customer Success and Technical Account Management (TAM) teams. You will set the vision, build scalable processes, and ensure that every customer receives exceptional value from our platform. Your leadership will directly influence customer adoption, retention, and expansion, driving sustainable revenue growth for the company.

Key Responsibilities

• Team Leadership & Development: Lead, coach, and develop the Customer Success Manager (CSM) and Technical Account Manager teams. Set clear goals, assign book‑of‑business responsibilities, and establish performance expectations that align with company objectives.
• Strategic Partnership: Serve as a core member of the Chief Customer Officer (CCO) leadership team. Collaborate closely with Directors of Professional Services, Education & Enablement, and Production Support to align post‑sales priorities and resource allocation.
• Customer Success Strategy: Define the overarching Customer Success and TAM strategy, operating model, and engagement framework across strategic, enterprise, and mid‑market segments.
• Metrics Ownership: Own key customer outcome metrics, including Gross and Net Revenue Retention (GRR/NRR), renewal rates, churn, adoption, CSAT, NPS, and overall health scores.
• Executive Escalation Lead: Act as the executive escalation point for at‑risk accounts and critical technical issues. Oversee TAM‑led escalations and recovery plans in partnership with Production Support, Professional Services, and Product.
• Revenue Growth Collaboration: Partner with Sales leadership on renewal forecasting, expansion pipeline, lead development, and account planning to grow Annual Recurring Revenue (ARR) within the existing customer base.
• Process Design & Optimization: Build standardized Customer Success processes, including onboarding handoffs from Professional Services, success plans, cadence calls, Quarterly Business Reviews (QBRs), and renewal motions.
• Health Scoring & Playbooks: Design and maintain customer health scoring models that combine business signals from CSMs with technical health signals from TAMs, early‑warning indicators, and churn‑prevention playbooks.
• Cross‑Functional Alignment: Establish clear lines of communication, handoffs, and escalation paths across all post‑sales teams so customers experience a unified brighthush team.
• Customer Advocacy: Act as the senior voice of the customer internally, translating feedback and trends into actionable input for Product, Support, and executive leadership.
• Portfolio Management: Run weekly portfolio reviews across the CSM and TAM teams covering account health, open technical escalations, renewal risk, and expansion opportunities.
• Tooling & Reporting: Implement and optimize CS tooling and reporting to give leadership clear visibility into customer health and trends.
• Advisory Board Leadership: Help plan and deliver brighthush’s Customer Advisory Board event, including driving attendance and program development.
• Capacity Planning: Forecast team capacity, define hiring needs, and build career paths that attract and retain top Customer Success talent.
• Cross‑Team Touchpoints: Run regular cross‑functional touchpoints with Professional Services, Education & Enablement, and Production Support leaders to align on account health, escalations, and upcoming customer needs.
• TAM Engagement Model: Pair CSMs and TAMs across every book of business so each customer has clear business and technical ownership, and define the TAM engagement model (technical cadences, health reports, incident reviews).

Essential Qualifications

• Proven experience leading Customer Success or Account Management teams in a B2B SaaS environment, with direct accountability for retention and revenue outcomes.
• Strategic thinker with strong operational discipline—able to design scalable programs, execute consistently, and lead with data (health scoring, retention analytics, forecasting).
• Exceptional executive presence with senior customer stakeholders, coupled with technical fluency to lead TAMs and credibly engage customer IT teams.
• People‑first leadership style that coaches, develops, and holds the team accountable for results.
• Highly collaborative and clear communicator—an authentic partner within the CCO leadership team who builds trust and alignment across every post‑sales function.
• Ideally 8–12 years of experience in Customer Success or Account Management roles, with at least several years in managerial positions.

Preferred Qualifications

• Experience in accounting, tax, or financial services technology—understanding of industry pain points and regulatory landscape.
• Background in AI or automation platforms, with a deep appreciation for how technology can transform professional services.
• Track record of building and scaling Customer Success organizations from small teams to multi‑hundred‑person functions.
• Experience working in a high‑growth startup environment, comfortable with ambiguity and rapid change.
• Strong analytical skills—proficiency in SQL, data visualization tools, and customer analytics platforms.

Skills & Competencies

• Leadership & Team Development
• Strategic Planning & Execution
• Customer Advocacy & Voice of the Customer
• Data‑Driven Decision Making
• Cross‑Functional Collaboration
• Change Management
• Financial Acumen (ARR, NRR, GRR)
• Technical Fluency (SaaS, APIs, Cloud)
• Communication & Presentation Skills
• Problem‑Solving & Crisis Management

Career Growth & Learning

At brighthush, we invest heavily in the professional development of our leaders. As Director of Customer Success, you will:

• Participate in executive leadership training programs that sharpen strategic thinking and influence skills.
• Attend industry conferences, webinars, and workshops focused on AI, SaaS, and accounting technology.
• Receive mentorship from senior executives, including the CEO and Chief Product Officer.
• Lead cross‑functional projects that expose you to product development, engineering, and sales processes.
• Have a clear career path to Chief Customer Officer or other senior executive roles within brighthush.

Work Environment & Culture

Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere with a fully remote model and flexible hours.
• Collaborative Spirit: Regular virtual town halls, cross‑team hackathons, and informal coffee chats.
• Customer‑Centric Mindset: Every decision is guided by the impact on our clients.
• Continuous Learning: Access to an internal learning platform, budget for external courses, and a culture that encourages experimentation.
• Inclusive & Diverse: We celebrate diverse perspectives and foster an inclusive environment where everyone can thrive.

Compensation & Benefits

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

• Base salary commensurate with industry standards for senior Customer Success leaders.
• Performance‑based bonus tied to customer retention, expansion, and team performance metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and a generous parental leave policy.
• Wellness stipend, mental health resources, and virtual fitness classes.
• Professional development budget and conference travel support.

How to Apply

If you are a strategic, data‑driven leader who thrives in a fast‑paced, customer‑centric environment, we want to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for the Director of Customer Success role at brighthush. Join us in shaping the future of accounting technology and delivering unparalleled value to our clients.