Seasoned Remote Director of Customer Success & Account Management – Driving Global SaaS Growth, Adoption, and ROI at brighthush
About brighthush
brighthush is a trailblazer in the Intelligent Agreement Management (IAM) arena, delivering a cutting‑edge suite of AI‑powered e‑signature, contract lifecycle management, and workflow automation solutions. Since our inception in 2003, we have evolved from a niche startup into a global SaaS powerhouse, serving Fortune 500 enterprises, mid‑market leaders, and high‑growth tech firms across every industry. Our culture is built on relentless customer obsession, continuous innovation, and a collaborative spirit that turns complex challenges into elegant, data‑driven solutions.
As a fully remote‑first organization, brighthush empowers its team to work from anywhere in the United States while staying connected to a high‑performing, distributed network of experts. We believe that flexibility fuels creativity, and that a geographically diverse workforce brings fresh perspectives to every customer interaction. If you are a strategic leader who thrives on building world‑class teams, driving adoption, and translating technology into tangible ROI, we invite you to join us on this exciting journey.
Position Overview
We are seeking a visionary Remote Director of Customer Success & Account Management to lead a large, high‑impact Customer Success organization across the United States. In this role, you will set regional strategy, champion product adoption, and cultivate long‑term relationships with our most valuable customers. You will partner with senior leaders across Sales, Product, and Marketing to shape the future of our IAM platform and ensure that every customer realizes maximum value from their investment.
Key Responsibilities
- Team Leadership & Development – Build, coach, and inspire a team of managers and strategic individual contributors, fostering a culture of high performance, accountability, and continuous learning.
- Strategic Planning – Translate brighthush’s global Customer Success objectives into a comprehensive U.S. regional strategy that prioritizes Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) over the next 12–18 months.
- ROI & Value Measurement – Design and implement robust frameworks to quantify and communicate the ROI of the IAM platform, ensuring that customers see clear, data‑driven business outcomes.
- Success Playbook Evolution – Lead the development and continuous refinement of success playbooks, leveraging AI‑driven insights to enhance operational efficiency and customer impact.
- Executive Sponsorship – Serve as the primary executive sponsor for high‑value accounts, navigating complex commercial and technical escalations while building enduring trust with C‑suite stakeholders.
- Cross‑Functional Collaboration – Partner with VPs and Directors in Sales, Product, and Marketing to influence product roadmap, go‑to‑market strategy, and customer‑centric initiatives.
- Performance Ownership – Own the delivery of key performance indicators (KPIs) for the U.S. segment, including adoption rates, health scores, consumption targets, and NRR/GRR metrics.
- Innovation & AI Integration – Champion a collaborative environment that encourages agreement excellence and pioneers new ways to leverage AI and machine learning across the customer journey.
- Talent Mentorship – Mentor senior talent, modeling empathy, coaching, and inclusive leadership to cultivate a high‑trust, psychologically safe workplace.
- Transparent Communication – Lead with transparency, delivering difficult messages with clarity and empathy while framing setbacks as learning opportunities to maintain team engagement.
- Process Governance – Establish and enforce standard practices for scope definition, decision ownership, and change management across the segment.
Essential Qualifications
- BA/BS degree or equivalent professional experience.
- 12+ years of progressive experience in Customer Success, Account Management, or Consulting within a global SaaS environment.
- 7+ years of people‑management experience, including a proven track record of managing other people managers.
- Demonstrated success leading large‑scale business transformations and digital adoption strategies.
- Experience managing the performance and growth of a $100M+ book of business.
- Current authorization to work in the United States on a full‑time, permanent basis without the need for sponsorship.
- 15+ years of experience in Customer Success, Account Management, or Management Consulting.
- Ability to operate at a 6–12 month strategic planning horizon while maintaining operational rigor.
- Expertise in leading large organizations through significant product, structural, or market shifts.
- Exceptional ability to influence C‑suite executives both internally and externally.
- Advanced proficiency in brighthush and brighthush to drive organizational strategy and predictive health models.
- Deep knowledge of e‑signature, CLM, and AI‑driven Intelligent Agreement Management (IAM) workflows.
Preferred Qualifications
- Experience in a high‑growth SaaS company that has scaled Customer Success operations globally.
- Background in AI/ML product strategy or data‑driven customer success analytics.
- Track record of building and scaling customer success teams in a remote or hybrid environment.
- Strong understanding of financial metrics such as ARR, MRR, and churn drivers.
- Experience with customer health scoring, predictive analytics, and churn mitigation strategies.
- Prior exposure to enterprise‑level contract negotiations and renewal processes.
Skills & Competencies
- Strategic Vision – Ability to see the big picture and translate it into actionable plans that drive revenue growth.
- Leadership & Coaching – Proven ability to develop high‑performing teams, foster a culture of accountability, and mentor future leaders.
- Data‑Driven Decision Making – Expertise in leveraging analytics, KPIs, and health scores to inform strategy and operational improvements.
- Customer Advocacy – Passion for championing the customer voice and turning feedback into product and process enhancements.
- Influence & Negotiation – Skilled at building relationships with C‑suite executives and driving consensus across cross‑functional teams.
- Change Management – Experience leading teams through transformation initiatives, ensuring smooth adoption and minimal disruption.
- Communication – Excellent verbal and written communication skills, with the ability to convey complex ideas clearly.
- Tech Savvy – Comfortable working with SaaS platforms, CRM systems, and emerging AI technologies.
Career Growth & Development
At brighthush, we believe that your career should evolve as rapidly as the industry. As Director of Customer Success & Account Management, you will:
- Lead a high‑visibility, cross‑functional initiative that directly impacts revenue and customer satisfaction.
- Gain exposure to senior leadership, including the CEO, CFO, and product executives.
- Participate in strategic planning sessions that shape the future of our IAM platform.
- Access a robust learning and development program, including executive coaching, industry conferences, and certification courses.
- Be positioned for advancement to Vice President of Customer Success or Chief Customer Officer roles.
Work Environment & Culture
brighthush is built on a foundation of trust, transparency, and a shared commitment to customer success. Our remote‑first culture means:
- Flexible work hours that accommodate different time zones and personal commitments.
- Regular virtual town halls, team‑building events, and cross‑departmental hackathons.
- A collaborative environment where ideas are welcomed, and experimentation is encouraged.
- A focus on psychological safety, ensuring that every team member feels heard and respected.
- A culture that celebrates wins, learns from failures, and continuously iterates on processes.
Compensation & Benefits
While specific figures vary based on experience and market, brighthush offers a competitive total rewards package that includes:
- Base Salary – Market‑competitive base pay aligned with industry standards for senior leadership roles.
- Variable Incentives – Performance‑based bonuses tied to individual, team, and company metrics.
- Equity – Eligibility for Restricted Stock Units (RSUs) that vest over a four‑year period.
- Health & Wellness – Comprehensive medical, dental, and vision plans with options for 100% employer coverage.
- Retirement Plans – 401(k) with company match and additional pension options.
- Paid Time Off – Generous PTO, paid holidays, and a flexible paid parental leave program (up to six months).
- Learning & Development – Reimbursement for courses, certifications, and industry conferences.
- Wellness Programs – Access to mental health resources, virtual fitness classes, and wellness stipends.
- Compassionate Care Leave – Paid time off for bereavement and other life‑changing events.
Why Join brighthush?
At brighthush, you will:
- Be part of a mission‑driven organization that is redefining how businesses manage agreements.
- Lead a team that is passionate about delivering measurable value to customers.
- Work in a culture that values innovation, collaboration, and personal growth.
- Enjoy the flexibility of remote work while staying connected to a global community of experts.
- Benefit from a comprehensive rewards package that supports your well‑being and career aspirations.
Ready to Make an Impact?
If you are a strategic, customer‑centric leader with a proven track record of scaling Customer Success operations in a global SaaS environment, we want to hear from you. Join brighthush and help shape the future of intelligent agreement management while driving growth, innovation, and customer delight.