Senior Director of Customer Success Operations & Retention Analytics – Championing Growth, Loyalty, and Data‑Powered Insights for brighthush

About brighthush

brighthush is a trailblazer in the financial technology arena, turning raw data into a strategic advantage for organizations worldwide. With a global footprint that spans more than 32,000 customers across finance, accounting, and analytics, we empower businesses to make smarter, faster, and more compliant decisions. Our suite of solutions—encompassing Financial Planning & Analysis, Controllership, and Data & Analytics—delivers insights that are not only actionable but also forward‑looking. As a high‑growth, B2B SaaS company, we thrive on innovation, data‑driven experimentation, and a relentless focus on customer success.

Position Overview

We are looking for a visionary Senior Director of Customer Success Operations & Retention Analytics to guide the end‑to‑end retention and expansion lifecycle for our Reporting business unit. Reporting directly to the General Manager, you will bring analytical rigor, cross‑functional collaboration, and a passion for customer health to a fast‑paced, high‑volume environment. Your strategic leadership will ensure that our customers not only stay but thrive, driving sustainable growth for brighthush.

Why brighthush?

• Impact at Scale – Your work will shape the retention trajectory of thousands of customers across diverse industries.
• Innovation‑First Culture – We invest heavily in product, data science, and customer experience, giving you the tools to experiment and iterate.
• Career Growth – From Director to VP of Customer Success, we champion internal mobility and provide clear pathways for advancement.
• Inclusive Environment – We celebrate diversity, equity, and inclusion, and we’re committed to building a workplace where everyone can thrive.
• Global Reach – Work with a worldwide customer base and a distributed team that values collaboration across time zones.

Key Responsibilities

As the strategic leader of retention analytics, you will:

• Consolidate and analyze customer health signals—including usage trends, engagement metrics, support incidents, and expansion opportunities—from Customer Success, Product, and Marketing teams to deliver weekly dashboards and actionable insights to the GM.
• Track Gross Retention Rate (GRR) and Net Retention Rate (NRR) by product, segment, and cohort; perform variance analysis to surface deterioration trends and positive momentum.
• Identify at‑risk account cohorts and individual customers; partner with Customer Success to design targeted interventions and monitor remediation progress.
• Conduct root‑cause analysis on churn patterns; surface systemic issues across product, onboarding, support, and pricing, and recommend operational or product improvements.
• Collaborate with Product, Marketing, and Customer Success to design and execute retention and expansion plays (e.g., programmatic outreach, upgrade campaigns, engagement initiatives).
• Maintain real‑time dashboards that track GRR, NRR, churn cohorts, expansion opportunities, and other key retention metrics; provide predictive forecasts of end‑of‑period performance.
• Develop and implement escalation and resolution protocols for at‑risk accounts, ensuring timely resolution and customer satisfaction.
• Provide regular, data‑rich reporting to the GM on retention performance, key drivers, and recommended actions.
• Own the “plan of attack” for deep‑dive into at‑risk accounts, ensuring that every customer’s journey is understood and optimized.
• Lead process improvement initiatives that reduce churn and increase retention efficiency across renewal management and other CS operations.
• Mentor and coach a growing team of Customer Success Analysts and Operations Specialists, fostering a culture of continuous learning and high performance.
• Represent brighthush at industry events, conferences, and webinars to share best practices and elevate our brand as a thought leader in customer success analytics.

What Success Looks Like

• Real‑time visibility into GRR and NRR performance by segment and cohort, with a clear understanding of primary churn drivers.
• At‑risk cohorts identified at least one quarter in advance, with documented interventions tracked to completion.
• Systematic churn analysis for all at‑risk accounts, with patterns communicated to Product and Operations for rapid iteration.
• Retention and expansion plays tracked against execution and adoption targets, driving measurable improvements in efficiency and speed of intervention.
• GRR and NRR consistently meet or exceed targets, with a demonstrable upward trajectory in customer health metrics.
• Team members consistently exceed performance metrics, contributing to a culture of excellence and accountability.

Essential Qualifications

• 7–10 years of experience in customer success operations, retention analytics, or a similar role in a high‑volume B2B SaaS environment.
• Deep understanding of SaaS metrics (GRR, NRR, CAC payback, churn drivers, cohort analysis) and proven ability to identify and investigate performance variances.
• Demonstrated experience managing programmatic or high‑volume customer bases (100+ accounts or more).
• Strong analytical and data visualization skills; proficiency in SQL, BI tools (Tableau, Looker, Power BI), and statistical analysis.
• Track record of designing and tracking retention initiatives or campaigns at scale.
• Excellent communication skills, with the ability to distill complex analyses into actionable insights for leadership.
• Project management mindset: adept at managing multiple retention and expansion initiatives in parallel.
• Experience leading cross‑functional teams and driving change in a fast‑paced environment.

Preferred Qualifications

• Experience in the finance or analytics industry, with a deep appreciation for the challenges of FP&A and Controllership.
• Familiarity with advanced predictive modeling or machine learning techniques applied to churn prediction.
• Background in product management or customer experience design, enabling cross‑functional collaboration.
• Leadership experience in building and scaling customer success teams.
• Knowledge of data governance, data quality frameworks, and data privacy regulations.

Core Competencies & Attributes

• Systematic Thinker – Brings structure and process to high‑volume environments; focuses on cohorts and patterns rather than isolated accounts.
• Analytical Rigor – Comfortable working with large datasets; excels at extracting signal from noise.
• Collaborative Partner – Works seamlessly with Customer Success, Product, and Marketing; views retention as a shared responsibility.
• Execution‑Oriented – Focuses on results and impact; relentlessly tests, tracks, and optimizes strategies until objectives are met.
• Strategic Visionary – Anticipates market trends and customer needs, translating insights into long‑term growth plans.
• Mentor & Coach – Inspires and develops high‑performing teams, fostering a culture of continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As Senior Director of Customer Success Operations, you will:

• Lead cross‑functional initiatives that shape the future of our product roadmap and customer experience strategy.
• Mentor and coach a growing team of Customer Success Analysts and Operations Specialists, building a high‑impact unit.
• Participate in executive‑level strategy sessions, influencing company‑wide decisions and long‑term vision.
• Access a robust learning ecosystem, including industry conferences, internal knowledge hubs, and a generous budget for certifications.
• Navigate clear promotion pathways to VP of Customer Success, Head of Customer Experience, or other senior leadership roles.
• Engage in cross‑departmental projects that broaden your skill set and expose you to new business challenges.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to customer success. You’ll find:

• Flexible work arrangements, including remote options and a results‑oriented approach that values output over hours.
• Regular town‑hall meetings where leadership shares company vision, progress, and celebrates milestones.
• A vibrant community of data scientists, product managers, and customer advocates who celebrate wins together.
• Annual team retreats that combine learning, networking, and fun, fostering strong relationships across the organization.
• Inclusive policies that support work‑life balance, mental health, and personal growth.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and the value you bring to brighthush:

• Base Salary – $160,000 to $201,000 annually, commensurate with experience.
• Bonus Structure – 80% of base salary plus a 20% variable component tied to GRR and NRR targets for the Reporting cohort.
• Benefits – Comprehensive health, dental, and vision insurance; 401(k) with company match; generous paid time off; and flexible work arrangements.
• Professional Development – Annual budget for conferences, courses, and certifications.
• Equity – Eligible for a long‑term incentive plan aligned with company performance.
• Wellness Programs – Gym membership discounts, mental health resources, and wellness stipends.

How to Apply

If you are a data‑driven, customer‑centric leader ready to shape the future of retention at brighthush, we want to hear from you. Submit your application through the link below and join a team that is redefining the way finance teams harness data.

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Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected status.