Seasoned Senior Director of Customer Success & Retention – Solar & Climate Technology Platform – Accelerating Revenue Growth, Enhancing Customer Loyalty, and Driving Sustainable Impact at brighthush

About brighthush

brighthush is more than a technology provider; it is a global catalyst for the clean‑energy transition. By blending advanced data analytics, intelligent automation, and robotics, we empower solar asset owners and operators to monitor, manage, and optimize their assets in real time. Born from a partnership between world‑class academic research and seasoned industry veterans, brighthush is redefining how solar projects are operated, maintained, and scaled. Our platform delivers predictive insights that reduce downtime, increase yield, and accelerate the adoption of renewable energy worldwide.

With a rapidly expanding customer base that spans thousands of solar sites across the globe, brighthush sits at the forefront of the renewable energy revolution. We are a high‑growth, venture‑backed company that thrives on innovation, data‑driven decision making, and a relentless focus on customer success. If you are passionate about clean energy, love working in a fast‑paced environment, and want to help shape the future of solar, brighthush is the place for you.

Why This Role Matters

Customer success is the linchpin that turns a great product into a great business. As the Senior Director of Customer Success & Retention, you will be the strategic partner that ensures our customers not only stay but thrive. Your leadership will directly influence revenue growth, customer satisfaction, and the overall health of our ecosystem. You will work closely with Sales, Product, and Operations to translate customer insights into actionable strategies that drive retention, expansion, and product innovation.

Key Responsibilities

Lead and Grow the Customer Success Team

• Build a high‑performing team of Customer Success Managers (CSMs) and support staff, hiring for skill, culture fit, and growth potential.
• Set clear performance expectations, establish coaching rhythms, and create a culture of continuous improvement.
• Implement career development plans that align individual goals with brighthush’s strategic vision.
• Champion a data‑driven performance culture by instituting regular KPI reviews and transparent scorecards.
• Foster an environment where team members feel empowered to experiment, learn from failures, and celebrate successes.
• Encourage cross‑regional collaboration to share best practices and maintain a unified customer experience.

Develop Scalable Playbooks & SOPs

• Author and maintain comprehensive playbooks, standard operating procedures, and onboarding materials that enable the CS team to deliver consistent, high‑quality service at scale.
• Continuously iterate on processes based on data, feedback, and emerging industry best practices.
• Ensure all documentation is accessible, up‑to‑date, and aligned with compliance and security standards.
• Drive the adoption of a single source of truth for all CS knowledge assets.
• Integrate customer journey mapping into playbooks to anticipate needs and pre‑empt issues.

Own Gross Revenue Retention (GRR)

• Take full ownership of GRR metrics, assign accounts strategically, and manage high‑value relationships to ensure renewals and upsell opportunities are maximized.
• Develop and execute account plans that identify expansion revenue, cross‑sell opportunities, and renewal risks.
• Collaborate with Finance to forecast revenue impact and adjust strategies accordingly.
• Lead quarterly business reviews with key accounts to surface insights and secure long‑term commitments.
• Use predictive analytics to flag at‑risk accounts and proactively engage with tailored retention plans.

Senior Escalation Champion

• Serve as the final escalation point for complex customer issues, resolving problems while safeguarding long‑term relationships.
• Travel as needed to support critical accounts and demonstrate commitment to customer success.
• Document lessons learned and incorporate them into playbooks and training.
• Establish a structured escalation framework that balances speed, quality, and customer satisfaction.
• Collaborate with Engineering and Product to ensure rapid resolution of technical challenges.

Strategic Leadership & Board Interaction

• Represent Customer Success in executive meetings, including board discussions.
• Provide data‑driven insights on retention risk, expansion potential, and product‑market fit.
• Advocate for customer needs in product roadmap planning and resource allocation.
• Act as the voice of the customer in cross‑functional strategy sessions.
• Prepare concise, actionable briefing materials for senior leadership and the board.

Data‑Driven KPI Management

• Monitor, analyze, and report on CS KPIs such as GRR, expansion ARR, and customer health scores.
• Use insights to refine processes and drive continuous improvement.
• Leverage dashboards and analytics tools to provide real‑time visibility to stakeholders.
• Develop predictive models that forecast churn risk and identify upsell triggers.
• Translate complex data into clear narratives that inform strategic decisions.

Partner with Sales for Expansion

• Collaborate with the Sales team to identify upsell and cross‑sell opportunities within existing accounts.
• Ensure a seamless handoff and shared revenue goals.
• Align CS and Sales incentives to promote joint success.
• Co‑create joint account plans that outline shared milestones and revenue targets.
• Facilitate joint quarterly business reviews to reinforce partnership and alignment.

Customer Voice to Product & Operations

• Synthesize customer feedback across the portfolio and translate it into clear, prioritized recommendations for product roadmap and operational enhancements.
• Act as the customer advocate in cross‑functional teams.
• Track the impact of changes on customer satisfaction and retention.
• Facilitate regular “Voice of the Customer” workshops with product and engineering.
• Champion a culture where customer insights drive innovation and continuous improvement.

Process & System Optimization

• Continuously evaluate and improve CS tooling, CRM usage, and data pipelines to increase efficiency and visibility across the organization.
• Champion automation initiatives that reduce manual effort and improve data quality.
• Work with IT and Engineering to integrate new technologies that enhance the CS experience.
• Define and enforce data governance standards for customer information.
• Implement a unified analytics platform that consolidates data from multiple sources.

Talent Development & Culture Building

• Mentor and coach team members, fostering a culture of ownership, empathy, and data‑driven decision making.
• Champion diversity, equity, and inclusion initiatives within the CS organization.
• Encourage knowledge sharing through internal workshops, lunch‑and‑learn sessions, and peer coaching.
• Lead CS community of practice to share best practices across regions.
• Recognize and celebrate individual and team achievements publicly.

Essential Qualifications

• 8+ years of experience in Customer Success or enterprise account leadership, with a proven track record of driving retention and expansion revenue.
• 5+ years of experience leading a Customer Success team in a B2B environment that blends software and services.
• Exceptional executive relationship management skills – comfortable engaging with C‑suite stakeholders and board members.
• Demonstrated ability to own and hit retention and expansion targets, with measurable impact on revenue.
• Strong coaching and development skills – able to set clear expectations, provide constructive feedback, and build high‑performing teams.
• Proficiency with leading CRM platforms (e.g., brighthush, brighthush) and CS tools (e.g., brighthush, brighthush) to manage customer health and pipeline.
• Excellent analytical mindset – able to translate complex customer data into actionable product and operational insights.
• Willingness to travel up to 50% of the time to support renewals, key accounts, and on‑site customer engagements.
• Authorized to work in the United States.

Preferred Qualifications

• Background in renewable energy, especially solar, with a deep understanding of the industry’s unique challenges and opportunities.
• Experience in a hardware‑enabled software solutions company, where you’ve navigated the intersection of physical Apply for this job