Seasoned Fractional VP of Customer Success – Remote, Part‑Time Leadership & Transformation for B2B SaaS – Champion Retention, Scale Operations, and Shape Customer Success Strategy at brighthush

About brighthush

brighthush is a high‑growth B2B SaaS powerhouse that empowers businesses worldwide to streamline operations, elevate customer engagement, and unlock new revenue streams through cutting‑edge technology. Our mission is simple yet ambitious: deliver unparalleled value to every client by building a culture of relentless innovation, collaboration, and customer obsession. With a fully distributed team across multiple continents, we thrive on the flexibility and agility that remote work offers, and we are committed to fostering an inclusive environment where diverse perspectives are not only welcomed but celebrated. At brighthush, we believe that the best ideas come from people who feel heard, respected, and empowered to take ownership of their work.

Why brighthush is the Place to Grow

At brighthush, we don’t just build software – we build relationships. Our customers rely on us to help them transform their operations, and we take that responsibility seriously. As a Fractional VP of Customer Success, you will be at the heart of this transformation, shaping the experience that keeps our clients thriving. You’ll work alongside a team of passionate professionals who are eager to learn, experiment, and push the boundaries of what’s possible in customer success. If you’re looking for a role that blends strategy, execution, and mentorship, brighthush offers the platform to make a lasting impact.

Position Overview

We are seeking an experienced, visionary Fractional VP of Customer Success to join our 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. Your strategic influence will shape the future of customer success at brighthush and leave a lasting legacy of excellence.

Key Responsibilities

• Strategic Leadership: Craft and execute a comprehensive Customer Success strategy that aligns with brighthush’s overall business goals, ensuring that every initiative supports revenue growth, customer satisfaction, and long‑term loyalty.
• Process Design & Optimization: Conduct a thorough assessment of current CS workflows, identify gaps, and design scalable operating models, playbooks, and operating rhythms that drive efficiency, consistency, and high performance across the organization.
• Team Coaching & Development: Mentor CS leaders and managers, fostering a culture of continuous improvement, accountability, and high performance. Provide one‑on‑one coaching, performance reviews, and career development plans that unlock each team member’s full potential.
• Customer Health & Risk Management: Build and maintain robust risk assessment frameworks, proactive engagement plans, and renewal strategies to minimize churn and maximize upsell opportunities. Use data‑driven insights to predict and prevent customer attrition.
• Metrics & Analytics: Define, track, and report on key CS KPIs (NPS, CSAT, renewal rates, expansion revenue, time‑to‑value, etc.) to inform data‑driven decision making and continuous improvement. Own the CS dashboard and ensure it delivers actionable insights to stakeholders.
• 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. Serve as the voice of the customer in all cross‑functional discussions.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences, positioning the company as a leader in customer success best practices. Publish whitepapers, case studies, and thought pieces that showcase our expertise.
• Change Management: Lead organizational change initiatives, ensuring smooth adoption of new processes, tools, and cultural shifts across the CS organization. Develop change‑management plans that minimize disruption and maximize adoption.
• 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 to succeed. Continuously refine enablement content based on customer feedback and performance data.
• Budget & Resource Planning: Collaborate with finance to forecast CS staffing needs, tool investments, and budget allocations. Build business cases that justify investments in technology, talent, and training.

Essential Qualifications

• Extensive Experience: 10+ years of progressive experience in Customer Success, with at least 5 years in a leadership role within a B2B SaaS environment. Demonstrated ability to build, scale, or transform CS organizations in high‑growth or enterprise‑scale settings.
• Customer Lifecycle Expertise: Deep understanding of customer lifecycle management, churn reduction strategies, and value‑based selling. Proven track record of driving retention, expansion, and customer advocacy.
• Analytical Acumen: Strong analytical mindset with experience designing dashboards, reporting frameworks, and data‑driven insights that inform strategy and execution.
• Communication & Influence: Exceptional communication and presentation skills, capable of influencing stakeholders at all levels, from frontline managers to executive leadership.
• Tool Proficiency: Experience with modern customer success platforms and CRM systems (e.g., brighthush, brighthush). Ability to evaluate, implement, and optimize technology solutions that support CS operations.
• Coaching & Development: Demonstrated ability to coach and develop high‑performing teams, fostering a culture of accountability, continuous improvement, and professional growth.
• Strategic & Tactical Balance: Strategic thinker with hands‑on execution capability, comfortable working in a fast‑paced, remote environment and delivering tangible results.
• Education: Bachelor’s degree in Business, Marketing, Computer Science, or a related field; MBA or advanced degree preferred.

Preferred Qualifications

• Fractional or advisory experience delivering measurable impact on CS metrics and organizational performance.
• Background in enterprise‑level SaaS with complex customer success challenges, including multi‑region or global teams.
• Knowledge of AI/ML‑driven customer success tools and predictive analytics that enhance customer health scoring and churn prediction.
• Strong network within the customer success community and willingness to share insights publicly through speaking engagements, webinars, or written content.

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

Career Growth & Impact

As the Fractional VP of Customer Success, you will lead a high‑impact initiative that directly influences revenue retention, expansion, and overall customer satisfaction. You will collaborate with senior executives, gaining exposure to strategic decision‑making at the highest level, and you will build a scalable CS framework that can be replicated across new markets, product lines, and customer segments. Your mentorship will shape the next generation of CS leaders, creating a pipeline of talent that sustains long‑term success.

Learning & Development

At brighthush, continuous learning is a core value. You will have access to industry conferences, workshops, and training programs that keep you at the forefront of customer success innovation. Regular knowledge‑sharing sessions with product, sales, and marketing teams will deepen your cross‑functional expertise, while opportunities to experiment with emerging customer success technologies and methodologies will drive continuous improvement.

Work Environment & Culture

• Fully remote, flexible schedule that supports work‑life balance and personal well‑being.
• Inclusive, collaborative culture that values diverse perspectives and encourages open dialogue.
• Transparent communication channels and an open‑door leadership style that empowers employees at all levels.
• Regular virtual team‑building events, informal check‑ins, and community initiatives that foster connection and camaraderie.

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 to support continuous learning.

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. Your expertise will shape the future of our organization and create lasting impact for our clients and team alike.