Senior Director of Customer Growth & Retention Strategy – Championing Revenue Expansion, Customer Loyalty, and Retention Excellence Across High‑Growth SaaS Portfolios at brighthush

About brighthush

brighthush is a forward‑thinking private equity firm that blends deep operational expertise with flexible capital to accelerate growth in the software sector. Since our founding in 2012, we have built a global portfolio of high‑growth SaaS companies across North America and Europe, empowering them to scale marketing, sales, and customer success while creating lasting value. Our unique “growth engineering” approach means we partner with founders and executives as hands‑on operators, not just investors, delivering the systems, talent, and capital needed to unlock sustainable expansion.

Why brighthush Needs You

In the fast‑moving world of SaaS, customer retention is the engine that drives recurring revenue and fuels long‑term profitability. A single percentage point lift in net revenue retention can translate into millions of dollars in incremental revenue for a SaaS business. At brighthush, we believe that the most valuable growth comes from keeping customers happy, engaged, and expanding within the ecosystem. That’s why we’re looking for a visionary leader who can turn data insights into actionable, repeatable processes that elevate customer success across our entire portfolio.

Role Overview

As the Senior Director of Customer Growth & Retention Strategy, you will be the catalyst that transforms retention challenges into growth opportunities. You will work side‑by‑side with the leadership teams of 2–3 portfolio companies each quarter, diagnosing retention performance, designing data‑driven solutions, and scaling proven practices across the brighthush ecosystem. Your mission: help our portfolio companies retain and grow their customer base faster than before we invested.

What You’ll Do

• Strategic Partnership: Collaborate with revenue, product, and customer success leaders across 2–3 portfolio companies to diagnose retention performance, identify root causes of churn, and prioritize high‑impact tactics.
• Operational Excellence: Implement best‑practice frameworks for segmentation, coverage models, health scoring, escalation paths, and renewal motions, tailoring each solution to the unique dynamics of each business.
• Metrics & Reporting: Design a unified CS reporting layer—key metrics, dashboards, and cadence—that empowers leadership to make data‑driven decisions and aligns with brighthush’s portfolio‑wide performance standards.
• Product Adoption & Renewal Enablement: Develop and iterate playbooks, collateral, and enablement assets that drive product adoption and streamline renewal sales cycles.
• Team Building & Development: Partner with CS leaders to recruit, interview, and coach talent, defining role profiles, performance expectations, and career pathways.
• Knowledge Sharing: Contribute new playbooks and content to the brighthush CS library, ensuring that successful practices become default standards across the portfolio.
• Cross‑Functional Influence: Drive change without direct authority, leveraging data, storytelling, and collaborative problem‑solving to secure buy‑in from senior leaders.
• Continuous Improvement: Experiment rapidly, learn from failures, and iterate on processes, tools, and strategies to maintain a culture of relentless optimization.

Essential Qualifications

• 8+ years of progressive leadership in a core customer success function (renewals, expansion, onboarding, support, or professional services).
• 4+ years of experience in B2B SaaS, with a proven track record of improving gross and net revenue retention—specific before‑and‑after metrics are required.
• Deep expertise in diagnosing churn drivers, designing retention strategies, and deploying playbooks that scale across multiple organizations.
• Strong influence skills: ability to lead change initiatives without direct authority, driving alignment across revenue, product, and CS teams.
• Proficiency in the CS tooling stack—CRM, NPS, CSAT, health‑score platforms, and renewal automation tools—enabling evaluation, selection, and implementation of systems.
• Excellent analytical mindset: ability to read leading indicator trends and translate them into revenue outcomes.
• Hands‑on execution capability: comfortable working through other people’s teams, thriving in ambiguity, and balancing strategy with tactical execution.

Preferred Qualifications

• Experience working in a private equity or venture‑capital environment, partnering with portfolio companies to scale operations.
• Background in building or scaling CS teams from the ground up, including hiring, training, and performance management.
• Familiarity with growth‑engineering frameworks and data‑driven experimentation methodologies.
• Strong communication skills—both written and verbal—across all levels of an organization.
• Track record of building a culture of continuous improvement and customer‑centricity.

Skills & Competencies

• Strategic Thinking & Execution
• Data Analysis & Insight Generation
• Change Management & Influence
• Team Leadership & Talent Development
• Process Design & Optimization
• Product & Market Insight
• Stakeholder Management
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. You will:

• Lead cross‑portfolio initiatives that shape the future of customer success across multiple high‑growth SaaS businesses.
• Collaborate with senior investors, operators, and founders, gaining exposure to strategic decision‑making at the intersection of finance and operations.
• Participate in ongoing learning programs—workshops, industry conferences, and internal knowledge‑sharing sessions—to stay at the forefront of CS best practices.
• Earn a seat at the table when brighthush evaluates new investment opportunities, leveraging your expertise to influence portfolio selection.
• Advance into senior leadership roles, such as Head of Customer Success for the entire brighthush portfolio or Chief Customer Officer.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on impact. You’ll find:

• A hybrid work model that balances in‑office collaboration with flexible remote work.
• Weekly team lunches, snack stations, and a vibrant office near public transit.
• Annual retreats, holiday parties, and a “work from anywhere” month to foster creativity and connection.
• A commitment to diversity, equity, and inclusion—every voice is valued and heard.
• Opportunities to mentor junior talent and shape the next generation of CS leaders.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the impact you will create:

• Base salary range: $280,000 – $290,000, commensurate with experience and qualifications.
• Eligibility for a discretionary bonus program and participation in brighthush’s carry structure.
• Comprehensive medical, dental, and vision coverage for you and your dependents.
• Generous paid parental leave and flexible vacation policy.
• 401(k) plan with company match.
• Commuter benefits, health and wellness programs, and household services support.
• Annual home‑office equipment reimbursement and home‑office stipend.
• Donation matching and a culture of giving back to the community.
• Work‑from‑home days on Mondays and Fridays to support work‑life balance.

How to Apply

Ready to drive transformative growth for leading SaaS companies? Submit your resume and a cover letter detailing your most impactful customer retention initiative. We look forward to exploring how your expertise can help brighthush and our portfolio companies reach new heights.

Join brighthush Today

As Senior Director of Customer Growth & Retention Strategy, you will be at the forefront of shaping the future of customer success across a portfolio of high‑growth tech firms. If you thrive on solving complex problems, influence without authority, and enjoy turning data into action, we want to hear from you. Apply now and become a pivotal part of brighthush’s mission to build enduring value in the software industry.