Senior Customer Success Lead – Driving Enterprise Growth through Scalable Engagement & AI‑Powered Program Management for a Leading Data Privacy SaaS at brighthush

About brighthush – Pioneering Ethical Data Stewardship

In today’s digital economy, data is the most valuable asset a brand can own. Yet, with great power comes great responsibility. brighthush is at the cutting edge of this intersection, marrying advanced artificial intelligence with uncompromising privacy compliance to empower businesses to collect, control, and activate data in ways that are both commercially transformative and ethically sound. Our platform translates complex regulatory landscapes into seamless, user‑centric workflows, enabling enterprises to build trust, accelerate growth, and nurture lasting relationships with their customers.

As a Senior Customer Success Lead, you will be the catalyst that turns our technology into tangible value for our enterprise clients. You will design, execute, and scale programs that not only drive adoption and retention but also unlock new revenue streams through upsells and cross‑sell opportunities. If you thrive in a fast‑paced, remote‑first environment and are passionate about marrying customer obsession with data‑driven strategy, brighthush is the place for you.

Why brighthush is the Ideal Launchpad for Your Career

At brighthush, we are more than a technology provider; we are a movement toward a more transparent, accountable digital ecosystem. Our high‑growth trajectory, combined with a culture that prizes innovation, collaboration, and continuous learning, creates an ecosystem where leaders can scale their impact rapidly.

• Remote‑First Flexibility: Work from any of our hubs across the United States or from your own home office.
• Data‑Driven Decision Making: Every strategy is backed by real metrics and AI insights.
• Inclusive Leadership: We celebrate diversity and encourage a healthy work‑life balance.
• Continuous Learning: Access to industry conferences, workshops, and certifications.
• Transparent Communication: Open channels from C‑suite to front‑line teams.
• Collaborative Excellence: Cross‑functional teams that break down silos and drive shared success.
• Customer Obsession: Every decision starts and ends with the customer.

Key Responsibilities – Your Impact Blueprint

As the architect of our customer success strategy, your day‑to‑day work will involve:

• Design and Execute Scalable Customer Success Programs: Build repeatable frameworks that drive adoption, retention, and expansion across our enterprise portfolio. Translate customer insights into actionable success plans that align with business objectives.
• Lead Cross‑Functional Initiatives: Partner with Product, Sales, Marketing, and Engineering to align success strategies with product roadmaps and go‑to‑market plans. Champion a unified view of the customer journey across all departments.
• Manage Escalations and Complex Customer Issues: Serve as the escalation point for high‑impact accounts, turning challenges into opportunities for deeper partnership and demonstrating a consultative approach.
• Drive Customer Engagement and Advocacy: Develop and nurture customer communities, case studies, and reference programs that showcase the value of our platform. Leverage storytelling to amplify success stories.
• Analyze Success Metrics: Own the health scorecard, churn analysis, and NPS data to inform continuous improvement and strategic decision‑making. Build dashboards that provide real‑time visibility into customer health.
• Mentor and Grow the Team: Coach junior success managers, set performance goals, and foster a culture of excellence and accountability. Lead by example and inspire a growth mindset.
• Leverage AI Tools for Insights: Utilize brighthush AI platforms to uncover patterns, predict churn, and personalize outreach. Drive data‑driven decision making at scale.
• Champion Customer‑Centric Culture: Embed customer obsession into every process, from onboarding to renewal, ensuring measurable value at every touchpoint.
• Strategic Partnership with Sales: Work closely with the sales team to identify upsell and cross‑sell opportunities, ensuring a seamless handoff and a unified customer experience.
• Continuous Improvement: Conduct regular program reviews, gather feedback, and iterate on processes to keep the customer success function agile and forward‑thinking.

Additional Impact Areas – Where You’ll Shape the Future

• Develop a global customer success academy to standardize best practices across regions.
• Lead the creation of an AI‑powered engagement platform that automates proactive outreach.
• Collaborate with the Legal & Compliance teams to ensure all customer interactions meet evolving privacy regulations.
• Drive the adoption of a new customer health scoring model that integrates behavioral data and usage patterns.
• Implement a structured customer feedback loop that feeds directly into product development.
• Champion a culture of continuous learning by hosting internal workshops and knowledge‑sharing sessions.

Essential Qualifications – What We Expect

• Minimum 5+ years of experience in Customer Success or a closely related B2B SaaS role.
• At least 2+ years of proven success building scalable engagement models that have driven measurable growth.
• Strong background in managing enterprise‑level accounts and handling escalations with a consultative approach.
• Hands‑on expertise with brighthush CRM and AI tools, including data integration and workflow automation.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Legally authorized to work in the United States.
• Excellent written and verbal communication skills in English.
• Proven ability to thrive in a fast‑paced, remote‑first environment.

Preferred Qualifications – The Extra Edge

• Experience in the privacy or data compliance industry, especially with AI‑driven solutions.
• Track record of leading high‑performing customer success teams and scaling processes.
• Advanced knowledge of data analytics, customer segmentation, and predictive modeling.
• Familiarity with other CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Demonstrated ability to influence cross‑functional stakeholders and drive strategic initiatives.
• Previous experience in a startup or high‑growth SaaS environment.

Skills & Competencies – The DNA of Success

• Strategic Thinking: Ability to translate customer insights into actionable success plans that align with business objectives.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, building dashboards, and using data to guide program enhancements.
• Leadership & Coaching: Strong mentorship skills, with a focus on developing talent and fostering a collaborative team culture.
• Communication: Clear, concise, and persuasive communication across all levels, from C‑suite executives to frontline support.
• Problem Solving: Creative and analytical mindset to resolve complex customer challenges and identify growth opportunities.
• Adaptability: Comfortable navigating ambiguity and pivoting strategies in a rapidly evolving market.
• Customer‑Centric Mindset: Deep empathy for customers and a passion for delivering exceptional experiences.
• Tech Savvy: Comfortable with SaaS platforms, CRM systems, and AI analytics tools.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders across the organization.
• Access to industry conferences, workshops, and certifications in customer success, AI, and data privacy.
• Internal knowledge‑sharing sessions and cross‑departmental projects that broaden your skill set.
• Clear career pathways: from Customer Success Lead to Director of Customer Success, and beyond.
• Regular performance reviews and personalized growth plans to help you reach your full potential.
• Opportunities to lead new initiatives, such as launching a global customer success academy or spearheading a new AI‑powered engagement platform.
• Leadership development programs that prepare you for executive roles.

Work Environment & Company Culture – Where Innovation Meets Inclusion

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote‑first model empowers you to work from any of the following locations: United States (including Chicago, New York City, Los Angeles, San Francisco, Atlanta) or any major hub. We celebrate diversity and encourage a healthy work‑life balance, offering flexible schedules and a supportive team environment. Our core values—Customer Obsession, Data Integrity, Continuous Learning, and Collaborative Excellence—guide every decision we make.

Compensation & Benefits – A Rewarding Total Rewards Package

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

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonuses tied to customer health metrics and company growth.
• Equity options that allow you to share in the company’s long‑term success.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Comprehensive health, dental, and vision insurance plans.
• Generous parental leave for both parents, supporting work‑life integration.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building events.
• Flexible work hours and the ability to choose your preferred work location.

How to Apply – Take the Next Step in Your Career

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal and join a team that’s redefining how brands use data responsibly. We look forward to learning how your expertise can help us create lasting value for our customers.