Seasoned Vice President of Customer Success – Driving Retention, Scaling Teams, and Leading High‑Performance CS Operations in B2B SaaS

Introduction

At brighthush, we’re redefining the way businesses unlock the full potential of their customer relationships. As a fast‑growing, AI‑driven SaaS platform that empowers enterprises to deliver exceptional customer experiences, we’re on a mission to help our clients achieve sustainable growth, higher retention, and deeper customer loyalty. We’re looking for a visionary Vice President of Customer Success who can lead our global CS organization to new heights, ensuring that every customer journey is seamless, data‑driven, and outcome‑focused.

About brighthush

brighthush is a trailblazer in the B2B SaaS space, offering a comprehensive suite of tools that streamline operations, enhance analytics, and drive revenue growth for mid‑to‑large enterprises. Our platform is built on cutting‑edge AI and machine learning, delivering real‑time insights that enable customers to make smarter, faster decisions. With a culture rooted in innovation, collaboration, and a relentless focus on customer success, we’re poised for exponential growth and are seeking leaders who share our passion for excellence.

Key Responsibilities

• Strategic Leadership & Vision – Define and execute a forward‑looking CS strategy that aligns with brighthush’s overall business objectives, ensuring that customer success is a core driver of revenue and growth.
• Retention & Expansion – Champion initiatives that increase customer lifetime value, reduce churn, and identify upsell and cross‑sell opportunities across our portfolio.
• Team Scaling & Development – Build, mentor, and inspire a high‑performing CS organization, hiring top talent, establishing clear career paths, and fostering a culture of continuous improvement.
• Operational Excellence – Design and refine processes, tools, and metrics that enable scalable, repeatable CS operations, from onboarding to renewal.
• Analytics & Forecasting – Leverage data to forecast CS performance, identify trends, and provide actionable insights to executive leadership.
• Executive Presence & Stakeholder Management – Serve as the CS voice in executive meetings, partner with Sales, Product, and Marketing to align on customer outcomes, and represent brighthush at industry events.
• Customer Advocacy & Voice – Champion the customer voice internally, ensuring that feedback loops inform product development and service enhancements.
• Change Management – Lead organizational change initiatives that improve CS effectiveness, including technology adoption, process re‑engineering, and cultural transformation.
• Compliance & Risk Management – Ensure that all CS activities comply with industry regulations and internal governance standards.

Essential Qualifications

• 10+ years of progressive experience in customer success, post‑sales leadership, or related roles within the B2B SaaS industry.
• Minimum of 5 years managing mid‑ to senior‑level CS managers, with a proven track record of scaling teams from 20 to 200+ members.
• Demonstrated success in driving retention rates above 90% and achieving measurable revenue expansion.
• Strong analytical mindset with experience building and interpreting dashboards, forecasting models, and KPI frameworks.
• Executive presence: comfortable presenting to C‑suite audiences, influencing strategy, and articulating complex ideas clearly.
• Proficiency in leading cross‑functional initiatives that span Sales, Product, Marketing, and Finance.
• Experience with modern CS tools (e.g., Gainsight, Totango, Zendesk, Salesforce) and a passion for leveraging technology to improve CS outcomes.
• Fluency in English; additional languages are a plus.
• Availability to start by September 1st.

Preferred Qualifications

• Advanced degree (MBA, MS in Business Analytics, or related field).
• Experience in scaling CS operations for enterprise‑grade SaaS solutions with complex, multi‑unit deployments.
• Track record of building customer success centers of excellence or global CS frameworks.
• Deep understanding of AI/ML product ecosystems and how they impact customer success.
• Experience working in a remote‑first environment with distributed teams across North America.

Skills & Competencies

• Strategic Thinking – Ability to translate business goals into actionable CS strategies.
• Leadership & Coaching – Proven talent for developing leaders, fostering high engagement, and driving accountability.
• Data‑Driven Decision Making – Expertise in turning data into insights that shape strategy and operations.
• Customer‑Centric Mindset – Passion for delivering value and building long‑term relationships.
• Communication & Influence – Exceptional written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Change Management – Skilled at navigating organizational change and driving adoption of new processes and tools.
• Collaboration & Cross‑Functional Alignment – Comfortable working with Sales, Product, Marketing, and Finance to achieve shared objectives.
• Resilience & Adaptability – Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Vice President of Customer Success, you’ll:

• Lead a high‑visibility role that directly influences company strategy and revenue.
• Mentor and develop the next generation of CS leaders, creating a legacy of excellence.
• Participate in executive leadership meetings, shaping the future of brighthush.
• Access continuous learning resources, including industry conferences, advanced analytics courses, and leadership development programs.
• Benefit from a culture that rewards innovation, experimentation, and bold ideas.

Work Environment & Culture at brighthush

Our culture is built on four pillars: Innovation, Collaboration, Transparency, and Impact. We are a remote‑first organization, but we maintain a strong sense of community through:

• Weekly virtual town halls with the CEO and product leaders.
• Quarterly all‑hands meetings that celebrate wins and share strategic updates.
• Monthly cross‑functional hackathons that encourage creative problem‑solving.
• Regular team‑building retreats in Atlanta, Boston, Louisville, and other U.S. locations.
• A robust internal knowledge base and mentorship program that supports professional growth.

Compensation & Benefits

While the base salary range for this role is USD 190,000 – 225,000 per year, we offer a comprehensive total‑compensation package that includes:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonus structure tied to CS metrics and company growth.
• Equity options that allow you to share in brighthush’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• Flexible paid time off and a generous parental leave policy.
• 401(k) plan with company match.
• Unlimited learning budget for courses, certifications, and conferences.
• Wellness stipend, mental health resources, and on‑site fitness memberships.
• Remote work stipend to support home‑office setup.

How to Apply

Ready to take the next step in your career and lead the customer success function at a company that’s reshaping the SaaS landscape? Submit your resume and a cover letter detailing your experience in scaling CS teams, driving retention, and building high‑impact strategies. We’re excited to hear how you can help brighthush elevate our customer relationships to new heights.

Apply now and join a team that values innovation, collaboration, and a relentless focus on customer success.