Senior Customer Success Director – B2B SaaS Expansion & Renewal Leadership

About brighthush

brighthush is a trailblazing AI‑driven SaaS platform that transforms the order‑to‑cash and accounts receivable processes for high‑growth B2B enterprises. By automating complex financial workflows, we empower our customers to close deals faster, reduce days‑sales‑outstanding, and unlock new revenue streams—all while delivering a frictionless, data‑rich experience. Our mission is to make financial operations effortless, so businesses can focus on what they do best: innovating and scaling.

Why brighthush?

At brighthush, we believe that our people are our greatest asset. We foster a culture of curiosity, collaboration, and continuous improvement. Whether you’re a seasoned veteran or an ambitious early‑career professional, you’ll find a place where your ideas are heard, your growth is accelerated, and your impact is tangible. We’re a remote‑first organization with a distributed team spanning the United States, New York City, and Chicago, giving you the flexibility to work where you thrive.

Position Overview

We’re looking for an experienced Senior Customer Success Director to lead our expansion and renewal engine. In this role, you will own the end‑to‑end customer journey for our most strategic accounts, ensuring they achieve maximum value from brighthush’s platform. You will collaborate closely with Sales, Product, Finance, and Engineering to drive adoption, forecast renewals, and identify upsell opportunities that accelerate revenue growth.

Key Responsibilities

• Account Leadership: Own a portfolio of high‑value enterprise accounts, serving as the primary point of contact for all strategic initiatives.
• Renewal & Expansion Strategy: Develop and execute renewal plans that secure 95%+ renewal rates while identifying cross‑sell and upsell opportunities that contribute to a 30% expansion target.
• Adoption & Enablement: Partner with Product and Enablement teams to design adoption roadmaps, run workshops, and create best‑practice playbooks that drive feature usage and ROI.
• Financial Stewardship: Leverage financial acumen to analyze account health, forecast revenue, and collaborate with Finance on billing, discounts, and credit risk mitigation.
• Data‑Driven Insights: Use tools such as Vitally, Gainsight, and Salesforce to monitor health scores, churn risk, and usage metrics; translate data into actionable insights for customers and internal stakeholders.
• Team Management: Mentor and grow a high‑performing Customer Success team, setting clear KPIs, conducting performance reviews, and fostering a culture of continuous learning.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Marketing, and Finance to align on go‑to‑market strategies, product roadmap feedback, and customer advocacy programs.
• Process Optimization: Identify bottlenecks in the customer lifecycle and implement scalable processes that improve efficiency and customer satisfaction.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer conferences, positioning the brand as a thought leader in AI‑powered financial operations.

Essential Qualifications

• Minimum 4+ years of progressive experience in Customer Success, Account Management, or a related field within a B2B SaaS environment.
• Proven track record of managing renewals and expansions for enterprise accounts, with measurable success in achieving high renewal rates and revenue growth.
• Strong financial literacy, including Accounts Receivable (AR) and revenue forecasting; experience working closely with Finance teams is a plus.
• Exceptional written and verbal communication skills, capable of crafting compelling proposals, executive summaries, and customer communications.
• Proficiency with customer success platforms (e.g., Vitally, Gainsight) and CRM systems (e.g., Salesforce).
• Demonstrated ability to lead and develop high‑performing teams in a remote or hybrid environment.
• Strategic thinker with a data‑driven mindset; comfortable using analytics to inform decisions.
• High emotional intelligence, resilience, and a passion for delivering outstanding customer experiences.

Preferred Qualifications

• Experience in the AI, fintech, or enterprise software space.
• Background in financial operations, specifically order‑to‑cash or accounts receivable processes.
• Experience with subscription billing platforms (e.g., Zuora, Chargebee).
• Knowledge of compliance and regulatory frameworks affecting financial software.
• Prior experience building or scaling a Customer Success organization.

Skills & Competencies

• Strategic Leadership: Ability to set vision, align cross‑functional teams, and drive execution.
• Customer Advocacy: Deep empathy for customer pain points and a relentless focus on value delivery.
• Analytical Acumen: Strong quantitative skills to interpret data, forecast revenue, and optimize processes.
• Project Management: Proven track record of managing multiple initiatives simultaneously with tight deadlines.
• Influence & Negotiation: Skilled at negotiating renewal terms, upsell deals, and partnership agreements.
• Tech Savvy: Comfortable navigating SaaS platforms, APIs, and data dashboards.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people’s professional development. As Senior Customer Success Director, you will:

• Lead a high‑impact team and shape the future of our Customer Success organization.
• Participate in executive‑level strategy sessions, influencing product roadmap and go‑to‑market plans.
• Access to leadership development programs, mentorship from senior executives, and a clear path to VP of Customer Success or Chief Customer Officer roles.
• Attend industry conferences, webinars, and workshops to stay ahead of market trends.
• Benefit from a culture that encourages experimentation, learning from failure, and continuous improvement.

Work Environment & Culture

Our remote‑first model means you can work from anywhere in the United States, with optional hubs in New York City or Chicago for those who prefer occasional in‑office collaboration. We prioritize:

• Flexible work hours that respect work‑life balance.
• Regular virtual team building events and quarterly all‑hands meetings.
• A transparent, merit‑based promotion system.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• A collaborative environment where cross‑functional teams co‑create solutions.

Compensation & Benefits

While the exact salary range is competitive and commensurate with experience, we offer a comprehensive benefits package that includes:

• Competitive base salary + performance‑based bonus.
• 401(k) plan with company match.
• Health, dental, and vision insurance (fully or partially covered).
• Generous paid parental leave (up to 12 weeks).
• Unlimited paid time off (PTO) policy.
• Wellness stipend, mental health resources, and employee assistance program.
• Professional development stipend and tuition reimbursement.
• Annual company retreats and team off‑sites.

How to Apply

If you’re a strategic, customer‑centric leader who thrives in a fast‑moving SaaS environment and is ready to drive measurable growth for brighthush’s enterprise customers, we want to hear from you. Submit your resume and a brief cover letter outlining your most significant customer success achievement.

Join brighthush Today

Become part of a forward‑thinking team that is redefining how businesses manage their financial operations. Your expertise will shape the future of our platform, empower our customers, and accelerate our growth trajectory. Apply now and help us bring the next wave of AI‑powered financial automation to the world.