Seasoned VP of Customer Success – AMER Region, B2B SaaS, AI‑Driven Retention & Growth Leadership

About brighthush

brighthush is a trailblazing B2B SaaS company that empowers enterprises to transform their customer relationships into sustainable growth engines. With a portfolio of cutting‑edge solutions that blend AI, data analytics, and industry‑best‑practice frameworks, we help our clients unlock higher renewal rates, deeper product adoption, and measurable business outcomes. Our mission is to redefine what it means to deliver exceptional customer success in a rapidly evolving digital landscape.

As we expand our footprint across the Americas, we are looking for a visionary leader to steer our Customer Success organization to new heights. If you thrive on building high‑performing teams, designing scalable processes, and leveraging technology to drive retention, we want you to join our dynamic, remote‑first culture.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end Customer Success strategy for the AMER region, aligning it with brighthush’s overall growth objectives.
• Team Building & Development: Recruit, mentor, and retain a world‑class team of Customer Success Managers (CSMs) and support staff. Foster a culture of continuous learning, accountability, and high performance.
• Process & Framework Design: Build and refine maturity frameworks that map customer health, usage patterns, and expansion opportunities. Implement Enterprise Business Review (EBR) programs that deliver actionable insights to CSMs and executives.
• Retention & Expansion: Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics for a portfolio exceeding $25 M ARR. Drive initiatives that reduce churn, increase upsell, and accelerate cross‑sell opportunities.
• Data‑Driven Decision Making: Leverage AI and advanced analytics to uncover trends, predict risk, and personalize customer journeys. Integrate insights from tools such as HubSpot, ChurnZero, Gong, Salesforce, and Gainsight.
• Stakeholder Collaboration: Partner with Sales, Product, Marketing, and Finance to ensure a seamless customer experience from onboarding to renewal. Represent Customer Success in executive forums and strategy sessions.
• Operational Excellence: Define and monitor KPIs, dashboards, and reporting structures that provide real‑time visibility into team performance and customer health.
• Scalability & Automation: Identify opportunities to automate routine tasks, streamline workflows, and scale the organization without compromising service quality.

Essential Qualifications

• 12+ years of progressive experience in Customer Success or post‑sale leadership within B2B SaaS environments.
• 5+ years managing and scaling teams of Customer Success Managers, with a proven track record of building high‑performing, data‑driven cultures.
• Demonstrated success in designing and implementing maturity frameworks, EBR programs, and AI‑enhanced CS playbooks.
• Strong ownership of GRR/NRR metrics, with a history of driving retention above industry benchmarks for portfolios exceeding $25 M ARR.
• Hands‑on experience with HubSpot, ChurnZero, Gong, Salesforce, and Gainsight (or equivalent platforms).
• Excellent analytical skills, with the ability to translate complex data into actionable strategies.
• Exceptional communication and presentation skills, capable of influencing C‑level stakeholders.
• Proven ability to thrive in a fast‑paced, remote‑first environment, managing teams across multiple time zones.

Preferred Qualifications

• Experience working with AI/ML tools to predict churn, personalize engagement, and automate customer interactions.
• Background in cybersecurity or risk‑management SaaS solutions, providing context for brighthush’s industry focus.
• Advanced certifications in Customer Success Management (CSM), Six Sigma, or related disciplines.
• Fluency in additional languages beyond English, enhancing cross‑regional collaboration.

Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable CS strategies.
• Leadership & Coaching: Proven talent for developing people, fostering accountability, and driving results.
• Data Literacy: Mastery of analytics platforms and comfort with building dashboards that inform decision‑making.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a relentless focus on delivering value.
• Change Management: Skilled at guiding teams through transformation initiatives and process improvements.
• Collaboration: Strong cross‑functional partnership skills, working seamlessly with Sales, Product, Marketing, and Finance.
• Tech Savvy: Comfortable adopting new tools and integrating them into existing workflows.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Executive coaching and leadership development programs tailored to senior leaders.
• Regular knowledge‑sharing sessions with product, engineering, and data science teams.
• Opportunities to present at industry conferences, webinars, and internal town halls.
• Clear pathways to executive roles, including Chief Customer Officer or Head of Global Customer Success.
• Cross‑functional projects that broaden your skill set and expose you to new business domains.

Work Environment & Culture

brighthush champions a culture of innovation, transparency, and inclusivity. Our remote‑first model empowers you to work from any of the following locations: California, Colorado, Florida, Illinois, Massachusetts, Maryland, Missouri, Oregon, Pennsylvania, Texas, Washington, District of Columbia, Los Angeles, Austin, Portland, San Diego, Seattle, Denver, Chicago, Philadelphia, Dallas, Boston, or San Francisco. We value flexibility, work‑life balance, and the autonomy to deliver results on your own terms.

Our people are our greatest asset. We celebrate diversity, encourage open dialogue, and foster an environment where every voice is heard. Whether you’re collaborating across time zones or engaging in virtual team‑building activities, you’ll find a supportive community that thrives on shared success.

Compensation & Benefits

Base Salary: USD 220,000 – 240,000 per year, commensurate with experience and performance.

Bonus & Equity: Competitive annual bonus structure tied to company and individual metrics, plus equity options that align your success with brighthush’s long‑term growth.

Benefits:

• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Comprehensive health, dental, and vision plans with employer contributions.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Tuition reimbursement program to support continuous learning and professional development.
• Generous parental leave for new parents, with options for both maternity and paternity leave.
• Wellness stipend covering gym memberships, mental health resources, and wellness apps.
• Annual company retreats and team‑building events.

How to Apply

Ready to lead brighthush’s Customer Success organization to the next level? Submit your application through our careers portal or click the link below. We look forward to exploring how your expertise can help us redefine customer success for the future.