Seasoned Fractional VP of Customer Success – Remote, Part‑Time, B2B SaaS Leadership & Transformation

About brighthush

brighthush is a fast‑growing B2B SaaS company that empowers businesses to streamline their operations, enhance customer engagement, and unlock new revenue streams through cutting‑edge technology. With a mission to deliver unparalleled value to our clients, we have built a culture of innovation, collaboration, and relentless focus on customer success. Our team is distributed across the globe, and we thrive on the flexibility and agility that remote work provides. At brighthush, we believe that the best ideas come from diverse perspectives, and we are committed to fostering an inclusive environment where every voice is heard.

Position Overview

We are seeking an experienced Fractional VP of Customer Success to join our dynamic leadership team on a part‑time, fully remote basis. In this role, you will be the catalyst for scaling and elevating our Customer Success function, driving higher retention, reducing churn, and ensuring our customers realize maximum value from our platform. You will partner closely with senior leaders, coach and develop CS managers, and implement scalable processes, playbooks, and metrics that align with our growth objectives.

Key Responsibilities

• Strategic Leadership: Develop and execute a comprehensive Customer Success strategy that supports brighthush’s overall business goals.
• Process Design & Optimization: Assess current CS workflows, identify gaps, and design scalable operating models, playbooks, and operating rhythms that drive efficiency and consistency.
• Team Coaching & Development: Mentor CS leaders and managers, fostering a culture of continuous improvement, accountability, and high performance.
• Customer Health & Risk Management: Implement robust risk assessment frameworks, proactive engagement plans, and renewal strategies to minimize churn.
• Metrics & Analytics: Define, track, and report on key CS KPIs (NPS, CSAT, renewal rates, expansion revenue, etc.) to inform data‑driven decision making.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Marketing, and Finance to align customer success initiatives with product roadmaps, pricing strategies, and customer acquisition plans.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences, positioning the company as a leader in customer success best practices.
• Change Management: Lead organizational change initiatives, ensuring smooth adoption of new processes and tools across the CS organization.
• Scalable Onboarding & Enablement: Design onboarding programs that accelerate time‑to‑value for new customers and empower CS teams with the knowledge and resources they need.
• Budget & Resource Planning: Collaborate with finance to forecast CS staffing needs, tool investments, and budget allocations.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, with at least 5 years in a leadership role within a B2B SaaS environment.
• Proven track record of building, scaling, or transforming CS organizations, including experience with high‑growth or enterprise‑scale companies.
• Deep understanding of customer lifecycle management, churn reduction strategies, and value‑based selling.
• Strong analytical mindset with experience designing dashboards, reporting frameworks, and data‑driven insights.
• Exceptional communication and presentation skills, capable of influencing stakeholders at all levels.
• Experience with modern CS tools (e.g., Gainsight, Totango, ChurnZero, Zendesk, Intercom) and CRM platforms (e.g., Salesforce, HubSpot).
• Demonstrated ability to coach and develop high‑performing teams, fostering a culture of accountability and continuous improvement.
• Strategic thinker with hands‑on execution capability, comfortable working in a fast‑paced, remote environment.
• Bachelor’s degree in Business, Marketing, Computer Science, or related field; MBA or advanced degree preferred.

Preferred Qualifications

• Experience in a fractional or advisory capacity, delivering measurable impact on CS metrics.
• Background in enterprise‑level SaaS with complex customer success challenges.
• Knowledge of AI/ML‑driven customer success tools and predictive analytics.
• Experience leading CS initiatives across multiple regions or global teams.
• Strong network within the customer success community and willingness to share insights publicly.

Core Skills & Competencies

• Strategic Planning & Execution
• Process & Program Management
• Data Analysis & KPI Development
• Team Leadership & Coaching
• Customer Advocacy & Relationship Building
• Change Management & Organizational Development
• Cross‑Functional Collaboration
• Technology & Tool Proficiency
• Financial Acumen & Budgeting
• Adaptability & Resilience

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. As a fractional VP of Customer Success, you will have the opportunity to shape the future of our CS organization, leaving a lasting legacy that drives customer delight and business growth. Here’s what you can expect when you join our team:

Career Growth & Impact

• Lead a high‑impact initiative that directly influences revenue retention and expansion.
• Collaborate with senior executives, gaining exposure to strategic decision‑making at the highest level.
• Build a scalable CS framework that can be replicated across new markets and product lines.
• Mentor and develop future CS leaders, creating a pipeline of talent that sustains long‑term success.

Learning & Development

• Access to industry conferences, workshops, and training programs.
• Regular knowledge‑sharing sessions with product, sales, and marketing teams.
• Opportunities to experiment with emerging customer success technologies and methodologies.

Work Environment & Culture

• Fully remote, flexible schedule that supports work‑life balance.
• Inclusive, collaborative culture that values diverse perspectives.
• Transparent communication channels and an open‑door leadership style.
• Regular virtual team building events and informal check‑ins.

Compensation & Perks

While specific compensation details will be discussed during the interview process, brighthush offers a competitive package that includes:

• Performance‑based bonus structure tied to CS metrics and company growth.
• Equity or stock‑option opportunities to share in the company’s success.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off and flexible vacation policy.
• Home‑office stipend to support a productive remote work environment.
• Access to a curated library of books, courses, and industry resources.

Ready to Make a Difference?

If you are a visionary Customer Success leader with a passion for building scalable, customer‑centric organizations, we would love to hear from you. Join brighthush and help us redefine what it means to deliver exceptional value to our customers while driving sustainable growth for the company.

Apply now and become a pivotal part of brighthush’s journey to customer success excellence. We look forward to exploring how your expertise can shape the future of our organization.