Senior Customer Success Lead – Digital & Scaled Programs at brighthush (Remote)

About brighthush and the Opportunity

brighthush is a trailblazing data control platform that empowers organizations to navigate the complex landscape of programmatic privacy, data governance, and security. Since its founding in 2020, brighthush has grown into a vibrant, high‑growth tech company that champions innovation, customer success, and a culture of continuous learning. Our mission is simple yet powerful: to give businesses the tools they need to protect data, comply with evolving regulations, and unlock the full value of their digital assets.

We are looking for a visionary Customer Success Lead – Digital & Scaled Programs to join our remote team. In this role, you will architect and execute lifecycle‑driven, one‑to‑many Success‑at‑Scale programs that help our customers realize value, accelerate growth, and mitigate risk. You will be the bridge between data‑driven insights and tangible customer outcomes, partnering with cross‑functional teams across GTM, Engineering, and Product to deliver world‑class experiences.

Key Responsibilities

• Strategic Program Design: Partner closely with CX Ops to translate behavioral signals into actionable playbooks, business review decks, value calculations, and automated email journeys that drive customer engagement and retention.
• Churn Prevention & Renewal Management: Leverage early‑warning signals to identify churn and renewal risk, and engage customers proactively through targeted outreach, health checks, and tailored training.
• Expansion & Upsell Pipeline: Identify upsell opportunities across email, phone, Slack, platform usage, and inbound channels, and build a robust upsell pipeline that fuels net revenue growth.
• Escalation Leadership: Serve as the primary point of contact for high‑impact escalations, coordinating with Product, Engineering, and Sales to resolve issues swiftly and maintain customer trust.
• Operational Excellence: Own the program’s core operating cadence, including large‑scale business reviews, RED account management, lifecycle management, customer retraining, and performance reporting.
• Content Creation & Delivery: Design and deliver one‑to‑many content such as webinars, workshops, and on‑boarding modules that educate and empower customers.
• Impact Measurement: Track success through net revenue retention (NRR), customer advocacy metrics, case studies, references, and public reviews, and iterate programs based on data insights.

Essential Qualifications

• 5+ years of experience in Customer Success, Customer Success Operations, Lifecycle Management, or Growth within a B2B SaaS environment, preferably in a matrix organization.
• 2+ years of proven success building or operating scalable customer engagement models that drive retention and expansion.
• Hands‑on experience with AI tools (e.g., Claude) to transform customer signals into business reviews, value calculations, and automated engagement flows.
• Proficiency in HubSpot or a comparable marketing automation platform for segmenting customers and delivering targeted outbound content.
• Strong presentation skills with the ability to articulate value propositions directly to customers and senior stakeholders.
• Demonstrated ability to navigate complex, cross‑functional teams (Product, Engineering, Sales, Marketing, Legal) without direct authority.
• Excellent written and spoken English; fluency in a second language is a plus.
• Legally authorized to work in the United States.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.

Preferred Qualifications

• Start‑up experience with a self‑starter mindset and a track record of driving initiatives from concept to execution.
• Background in data privacy, data governance, or compliance, with an understanding of regulatory frameworks such as GDPR, CCPA, and emerging privacy standards.
• Experience building or scaling customer success programs in a high‑growth, fast‑moving environment.
• Knowledge of additional AI and analytics tools beyond Claude, such as GPT‑4, Llama, or proprietary data‑science platforms.
• Experience with customer advocacy programs, including case studies, reference management, and public reviews.

Skills & Competencies

• Data‑Driven Decision Making: Ability to interpret complex usage data and translate insights into actionable strategies.
• Strategic Thinking: Visionary mindset to design scalable programs that align with business goals.
• Communication & Influence: Exceptional verbal and written communication skills, with the ability to influence stakeholders across all levels.
• Project Management: Strong organizational skills to manage multiple initiatives simultaneously while meeting deadlines.
• Customer‑Centric Mindset: Deep empathy for customer challenges and a passion for delivering measurable value.
• Technical Acumen: Comfortable working with data pipelines, CRM systems, and AI tools to automate and optimize processes.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the impact you deliver. As a Customer Success Lead, you will:

• Lead cross‑functional initiatives that shape the future of our customer success strategy.
• Mentor junior team members and help build a high‑performing customer success organization.
• Participate in leadership workshops, industry conferences, and continuous learning programs.
• Take ownership of projects that directly influence product roadmap decisions and customer experience improvements.
• Advance into senior leadership roles such as Director of Customer Success or VP of Customer Experience.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours with core collaboration windows to ensure seamless teamwork.
• Regular virtual town halls, hackathons, and social events that foster community.
• A culture of experimentation where ideas are tested, iterated, and celebrated.
• Access to cutting‑edge tools and resources that enable you to work efficiently from anywhere.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market standards for senior customer success roles.
• Performance‑based bonuses that recognize your impact on NRR and customer satisfaction.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive medical, dental, and vision coverage with 100% premium coverage for U.S. full‑time employees.
• Unlimited paid time off (PTO) with a strong culture of taking at least 15 days per year.
• 10 paid company holidays and paid parental leave.
• Remote‑friendly environment with flexible scheduling and optional home‑office stipend.
• Commuter benefits for any on‑site employees who choose to work from our office.
• Ongoing professional development budget for courses, certifications, and conferences.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is redefining how businesses manage data privacy and governance. You’ll have the opportunity to:

• Shape the future of customer success in a rapidly evolving tech landscape.
• Work with a talented, diverse, and collaborative team that values innovation.
• Make a tangible impact on customer outcomes, product development, and company growth.
• Enjoy a flexible, remote work environment that supports work‑life balance.
• Benefit from a culture that rewards initiative, creativity, and continuous improvement.

Ready to Make an Impact?

If you are a data‑savvy, customer‑obsessed leader who thrives in a fast‑paced, remote environment, we want to hear from you. Bring your expertise in AI‑driven engagement, scalable program design, and cross‑functional collaboration to brighthush and help us empower our customers to achieve unprecedented success.

Apply today and become a pivotal part of brighthush’s journey to transform data governance for the world’s most innovative companies.