Senior Director of Customer Success & Retention – Championing Growth, Engagement, and Value Creation for AI‑Powered Sales Solutions at brighthush

About brighthush

brighthush is a trailblazing AI‑powered platform that redefines how modern sales teams discover, analyze, and act on customer insights. With a decade of experience training machine learning models on billions of sales interactions, we deliver instant, context‑rich answers that fit seamlessly into existing sales workflows. Our customers—ranging from enterprise giants to cybersecurity innovators—rely on brighthush to uncover hidden opportunities, accelerate deal cycles, and drive revenue growth.

Recognized by leading industry analysts and featured in top startup rankings, brighthush is headquartered in San Francisco and backed by a community of visionary investors. We are proud to be a top 20% performer on the Inc. 5000 list, a regular leader on G2, and a finalist on the AI 50. Our mission is simple: empower every sales professional to make smarter, faster decisions with AI that feels like a trusted advisor.

The Opportunity

We are looking for a visionary Senior Director of Customer Success & Retention to lead our Customer Success organization and own the end‑to‑end customer journey. In this role, you will build and scale high‑impact customer motions, drive retention and consumption, and ensure every account is fully deployed and generating measurable value. You will mentor a team of managers and Customer Success Managers (CSMs), collaborate cross‑functionally with Sales, Product, Professional Services, and Technical Support, and serve as the living example of how brighthush can be leveraged to its fullest potential.

Key Responsibilities

• Own Retention & Consumption: Drive gross retention, expansion, and credit consumption across the entire customer base. Provide leadership with weekly renewal risk dashboards and lead high‑stakes save motions with executive engagement.
• Run Segmented Customer Motions: Design and execute three coverage models—high‑touch strategic, time‑boxed emerging, and scaled. Transition emerging accounts into strategic coverage during renewal cycles, aligning account economics, capacity planning, and playbooks that move customers from data platform adoption to production‑grade use cases.
• Deliver Value Through Solution‑Based Thinking: Deeply understand each strategic customer’s business, technical environment, and how brighthush can become a core enabler. Translate every request into a clear problem statement, measurable outcome, and a value‑realization framework that includes success plans, executive readouts, and Executive Business Reviews (EBRs).
• Build a High‑Performing Team: Hire, develop, and retain managers and CSMs, creating a bench ready for larger books and new segments. Instill a solution instinct across the team—spot architecture under a request, gather context before engaging technical teams, and see initiatives through to completion.
• Run the CS Operating Rhythm: Own weekly renewal reviews, segment account reviews, monthly business reviews, and quarterly planning. Maintain metrics, dashboards, budgets, staffing, and processes that keep the function agile and data‑driven.
• Be Our Best Customer: Run CS on brighthush itself—lead account plans, health signals, renewal reviews, and customer prep. Facilitate forums where CSMs share platform workflows, turning daily use into product input and advocacy.
• Lead Cross‑Functional Partnerships: Own the Sales‑to‑CS handoff, joint renewal and expansion planning, and coordination with Professional Services, Technical Support, and Studio on strategic accounts. Champion the customer voice in product and go‑to‑market planning, and support references, stories, and marketing advisory programs.

Essential Qualifications

• 12+ years of experience in Customer Success, Account Management, or post‑sales leadership, with 5+ years leading teams and developing managers.
• Proven track record of owning retention and expansion outcomes in B2B SaaS.
• Experience building segmentation, capacity models, playbooks, and metrics that scale, and running a function from data in Salesforce, Gainsight, or similar platforms.
• Hands‑on experience designing success planning, EBRs, and value frameworks for enterprise customers, translating product usage into outcomes executives care about.
• Ability to uncover the problem beneath a feature request, build from existing capabilities, and know when to say no, scope down, or elevate with a recommendation.
• Strong product intuition: quickly learn a product, spot patterns across customers, and turn insights into credible product demand.
• Executive presence with C‑level stakeholders and senior internal leaders, including negotiating and influencing on high‑stakes decisions.
• Proven partnership record with Sales, Services, Support, and Product.
• Hands‑on use of leading AI tools such as Claude, understanding agentic workflows, MCP‑based integrations, and a clear perspective on how AI is reshaping the CS role.
• Self‑starter who learns a system before changing it, takes feedback well, and can disagree and commit.
• Strongly Preferred: Experience leading customers through usage‑based or consumption pricing, tying variable consumption back to delivered value.

Desired Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Exceptional communication skills—both written and verbal—across all levels.
• Leadership that inspires, mentors, and builds high‑performing teams.
• Customer‑centric mindset with a passion for solving complex business problems.
• Agility to thrive in a fast‑paced, rapidly evolving AI startup environment.
• Strong analytical skills to interpret usage data, forecast trends, and drive actionable insights.
• Experience with subscription billing, consumption pricing, and revenue recognition.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. As Senior Director, you will:

• Shape the future of Customer Success strategy and influence product roadmap decisions.
• Lead cross‑functional initiatives that drive company‑wide growth and customer satisfaction.
• Mentor the next generation of leaders, building a legacy of high‑performance CS culture.
• Participate in executive leadership meetings, gaining exposure to strategic decision‑making.
• Access continuous learning resources—AI workshops, industry conferences, and internal knowledge hubs—to stay ahead of market trends.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer impact. We celebrate curiosity, encourage experimentation, and reward bold ideas that drive measurable results. As a member of the brighthush team, you will enjoy:

• Remote‑first flexibility with optional on‑site collaboration in San Francisco.
• A diverse, inclusive environment where every voice is heard.
• Access to cutting‑edge AI tools and data science resources.
• Regular team‑building events, hackathons, and knowledge‑sharing sessions.
• A supportive leadership team that values work‑life balance and personal growth.

Compensation, Perks & Benefits

While specific figures are tailored to experience and location, we offer a competitive total rewards package that typically includes:

• Base salary with performance‑based bonuses.
• Equity in brighthush, aligning your success with the company’s growth.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Wellness programs, gym memberships, and mental health resources.
• Access to the latest AI tools and technologies for personal and professional use.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is redefining the future of sales with AI. You will have the opportunity to shape the customer experience, influence product direction, and lead a high‑impact organization that directly drives revenue and customer success. If you thrive in a fast‑moving startup environment, love solving complex problems, and want to make a tangible difference for customers worldwide, we want to hear from you.

Apply Today

Ready to take the next step in your career and help brighthush transform sales teams around the globe? Click the link below to submit your application and join a team that is changing the way the world sells.