Senior Director of Customer Success – Enterprise & Mid‑Market Growth, Retention Excellence, and High‑Performance Team Leadership at brighthush

Introduction

In the fast‑evolving world of construction technology, brighthush is the catalyst that turns project chaos into predictable, profitable outcomes. By replacing the fragmented mix of email, spreadsheets, and paper with a unified, intelligent platform, we empower general contractors, specialty contractors, and owners to collaborate in real time, automate change‑order workflows, and maintain razor‑sharp control over schedule and budget. With more than $2 B in change‑order value processed each month and a client roster that includes over half of the top 50 general contractors, brighthush is not just a software vendor – we are the digital backbone of the construction industry.

As a Series B, distributed‑team company of roughly 100 high‑impact professionals, we thrive on curiosity, simplicity, customer obsession, and a relentless drive to raise the bar. Our culture is built on transparency, autonomy, and a shared commitment to continuous improvement. We are now poised for the next phase of growth, and we need a visionary leader to take ownership of our Customer Success organization and elevate it to new heights.

About brighthush

Founded with the mission to eliminate the inefficiencies that plague construction projects, brighthush has grown from a small startup to a market‑leading SaaS platform that serves the entire construction value chain. Our headquarters in San Francisco is complemented by a fully remote workforce that spans the United States, allowing us to tap into diverse talent and deliver 24/7 support to our global customer base.

Our core values—customer obsession, data‑driven decision making, and a passion for innovation—guide every product release, every sales pitch, and every customer interaction. We are proud of our track record: a 95%+ customer satisfaction score, a 98% renewal rate, and a net revenue retention (NRR) that consistently exceeds 120% in our enterprise segment.

Role Overview

The Senior Director of Customer Success will own the entire post‑sale ecosystem at brighthush. You will lead a high‑performing team of 12 Customer Success Managers (CSMs) across two key segments—General Contractors and Specialty Contractors—while also overseeing a growing management layer and customer support function. Your mandate is clear: maintain and grow gross and net revenue retention (GRR & NRR) across all customer tiers, scale the organization in line with our ambitious growth plans, and embed world‑class processes that drive long‑term customer success.

Key Responsibilities

• Retention Leadership: Own GRR and NRR metrics for enterprise, mid‑market, and SMB customers. Design and execute forecasting cadences, retention plans, and renewal strategies that keep churn low and upsell opportunities high.
• Team Development: Lead 12 CSMs, 1 CS manager, and 2 support agents. Coach managers, define clear career paths, and spearhead the hiring of additional management talent to support scaling.
• Executive Relationship Management: Serve as the primary point of contact for executive stakeholders at our largest accounts. Build trust, understand strategic objectives, and translate them into actionable success plans.
• Operating Rigor: Establish and enforce weekly and monthly operating cadences—portfolio reviews, call coaching, quarterly business reviews (QBRs), onboarding execution, and more—ensuring consistency across all segments.
• Cross‑Functional Collaboration: Act as the CS face for Sales (handoffs, account planning), Product (escalations, feature input), and Finance (renewals, forecasting). Translate customer insights into product and business strategy.
• Efficiency & AI Adoption: Drive the evolution of coverage models, tooling, and AI‑assisted workflows so that revenue under management grows faster than headcount.
• Strategic Planning: Partner with the executive team to define the long‑term CS roadmap, aligning it with product launches, market expansion, and revenue targets.
• Data & Analytics: Own the health score framework, churn risk models, and upsell propensity analytics. Use insights to prioritize outreach and resource allocation.
• Customer Advocacy: Champion the voice of the customer across the organization, ensuring that feedback loops inform product development, pricing strategy, and support processes.

Essential Qualifications

• 8+ years of experience in Customer Success, with at least 4 years leading CS teams at B2B SaaS companies.
• Proven track record managing managers and running a multi‑segment CS organization.
• Direct ownership of a retention metric (GRR/NRR) at a company with $10 M–$50 M ARR.
• Demonstrated ability to build repeatable processes—operating cadences, forecast discipline, onboarding programs, and QBR frameworks.
• Executive presence: capable of coaching a call review in the morning and presenting retention strategy to the board in the afternoon.
• High‑ownership mindset: you own the numbers from day one and drive results relentlessly.
• Strong analytical skills with proficiency in SQL, Excel, and data visualization tools.
• Experience with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM systems (e.g., Salesforce).

Preferred Qualifications

• Experience in the construction industry or other vertical SaaS domains.
• Background in AI or automation initiatives within customer success.
• Experience scaling CS functions in a high‑growth startup environment.
• Knowledge of change‑order management, project budgeting, and construction workflow.
• Track record of building and scaling a remote or distributed CS team.

Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable CS strategies.
• Data‑Driven Decision Making: Proficiency in using analytics to monitor health scores, churn risk, and upsell potential.
• Leadership & Coaching: Talent for developing managers and fostering a culture of continuous improvement.
• Communication: Exceptional written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
• Collaboration: Proven success working cross‑functionally with Sales, Product, Finance, and Engineering.
• Change Management: Experience leading process improvements and driving adoption of new tools.
• Customer‑Obsessed Mindset: A relentless focus on delivering value and delight to every customer.
• Adaptability: Thrives in a fast‑paced, evolving environment and can pivot quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, you’ll be at the helm of a critical function that directly influences revenue and customer satisfaction. This role offers:

• Immediate ownership of a full CS organization, positioning you as a key executive partner.
• Opportunity to shape the future of our customer success strategy and scale it alongside our product and sales teams.
• Access to cutting‑edge AI and automation tools that will transform how we deliver value to customers.
• Mentorship from senior leaders and exposure to board‑level discussions.
• Clear career trajectory: from Senior Director to Chief Customer Officer or other executive roles.
• Regular participation in industry conferences, webinars, and thought‑leadership panels.
• Structured learning paths, including certifications in customer success, data analytics, and AI implementation.

Work Environment & Company Culture

Our distributed team thrives on autonomy, transparency, and a shared commitment to excellence. At brighthush, you’ll find:

• A remote‑first culture that supports flexible work schedules while maintaining strong collaboration through digital tools.
• Regular executive interactions—weekly check‑ins, quarterly strategy sessions, and ad‑hoc board presentations.
• A culture that values curiosity, simplicity, customer obsession, and continuous improvement.
• Inclusive hiring practices and a focus on building a diverse, high‑performing team.
• Regular team events, virtual coffee breaks, and cross‑departmental hackathons to foster camaraderie.
• Access to a robust internal knowledge base, mentorship programs, and peer‑learning circles.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive package that includes:

• Market‑rate base salary for a Series B company.
• Performance‑based bonuses tied to retention and revenue metrics.
• Early‑stage equity that aligns your success with the company’s long‑term growth.
• Comprehensive health, vision, and dental coverage.
• Generous paid time off and flexible vacation policy.
• Professional development budget for conferences, courses, and certifications.
• Well‑being resources, including mental health support and wellness stipends.
• Access to a company‑wide wellness program, including virtual fitness classes and mindfulness sessions.
• Technology stipend for home‑office setup and high‑speed internet.

How to Apply

Ready to lead the next chapter of brighthush’s customer success journey? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to learn how your experience and vision can help us elevate our customers and accelerate our growth.

Closing

At brighthush, you’ll own a complete function, inherit a high‑performing team, and drive the engine that powers our business—customer retention. If you’re a seasoned CS leader with a passion for building scalable processes, a knack for executive engagement, and a desire to make a tangible impact in a fast‑growing startup, we want to hear from you. Join us and help shape the future of construction technology.

We are an equal‑opportunity employer committed to fostering a diverse and inclusive workplace. If you require accommodations due to a disability or medical condition, please contact us at [email protected].

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