Senior Director of Customer Success & Retention – Championing Growth, Satisfaction, and Long‑Term Value Across Multi‑Industry Portfolios

About brighthush

brighthush is a forward‑thinking, diversified enterprise that has been shaping Vietnam’s economic landscape since 1978. With a portfolio that spans real estate, hospitality, green energy, mining, agriculture, and industrial parks, brighthush is committed to sustainable development and creating enduring value for its partners, employees, and communities. Our mission is simple: deliver high‑quality services and innovative solutions that empower our customers to thrive in a rapidly evolving market.

As a global player, brighthush blends local expertise with international best practices. We invest heavily in technology, talent, and culture to stay ahead of industry trends and to provide our clients with unparalleled support. Whether you’re working on a cutting‑edge renewable energy project or a boutique hotel chain, you’ll be part of a team that values creativity, collaboration, and continuous improvement.

Why Join brighthush

At brighthush, you’ll experience:

• Impactful Work: Your decisions directly influence customer satisfaction, retention, and revenue growth across multiple sectors.
• Remote Flexibility: Work from anywhere while staying connected to a vibrant, high‑performing team.
• Career Growth: Clear pathways to senior leadership roles, mentorship from seasoned executives, and access to industry conferences.
• Innovation Culture: A collaborative environment that encourages experimentation and rewards bold ideas.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and comprehensive benefits.

Role Overview

The Senior Director of Customer Success & Retention will be the strategic leader responsible for elevating customer experience, driving retention, and unlocking new revenue opportunities across brighthush’s diverse portfolio. Reporting to the Chief Operating Officer, this role will shape the customer success vision, build a world‑class remote team, and partner with cross‑functional leaders to ensure every touchpoint delivers value.

Key Responsibilities

• Strategic Leadership: Define and execute a customer success strategy that aligns with brighthush’s business objectives and growth plans.
• Team Building & Mentorship: Recruit, coach, and develop a high‑performing remote customer success team, fostering a culture of accountability, collaboration, and continuous learning.
• Customer Relationship Management: Oversee the management of high‑value accounts, ensuring proactive engagement, issue resolution, and satisfaction.
• Metrics & Analytics: Design and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), churn rate, and upsell/cross‑sell metrics. Translate data into actionable insights.
• Program Design: Develop and standardize customer success programs, onboarding flows, health‑check frameworks, and feedback loops.
• Cross‑Functional Collaboration: Partner with Sales, Product, Operations, Finance, and Marketing to align customer journeys, product roadmaps, and service delivery.
• Risk Management: Identify and mitigate risks to customer health, including early warning signs of churn or dissatisfaction.
• Reporting & Communication: Provide regular updates to senior leadership on customer health, program effectiveness, and strategic initiatives.
• Continuous Improvement: Champion a culture of continuous improvement by iterating processes, adopting new tools, and staying abreast of industry trends.

Essential Qualifications

• Minimum 8–10 years of progressive experience in customer success, account management, or related roles, preferably within enterprise or strategic accounts.
• Proven track record of building and scaling high‑performing remote teams.
• Deep understanding of customer satisfaction, experience, and retention metrics.
• Strong analytical skills with the ability to translate data into strategic actions.
• Excellent communication, negotiation, and stakeholder management abilities.
• Bachelor’s degree in Business, Management, or a related field.

Preferred Qualifications

• Advanced degree (MBA, Master’s) or professional certifications such as Certified Customer Success Manager (CCSM) or Certified Account Manager (CAM).
• Experience in real estate, hospitality, green energy, or related industries.
• Familiarity with CRM platforms (e.g., brighthush, brighthush) and customer success tools (e.g., brighthush, brighthush).
• Experience leading cross‑functional initiatives that drive product adoption and revenue growth.
• Fluency in English and Vietnamese; additional languages are a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Leadership & Coaching: Inspire, develop, and empower a remote team.
• Customer‑Centric Mindset: Passion for delivering exceptional value and building lasting relationships.
• Data‑Driven Decision Making: Leverage analytics to inform strategy and measure success.
• Collaboration: Work seamlessly with Sales, Product, Operations, and Finance.
• Adaptability: Thrive in a fast‑changing, multi‑industry environment.
• Communication: Articulate complex ideas clearly to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Director, you will:

• Lead strategic initiatives that shape the future of customer success across the organization.
• Participate in executive leadership meetings, influencing company‑wide decisions.
• Access leadership development programs, mentorship from senior executives, and industry conferences.
• Explore opportunities to transition into broader roles such as Chief Customer Officer, Head of Growth, or COO.
• Engage in continuous learning through internal knowledge sharing, external certifications, and cross‑functional projects.

Work Environment & Culture

brighthush fosters a culture of innovation, inclusivity, and excellence. Our remote‑first approach means you’ll enjoy flexibility while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Collaborative tools (brighthush, brighthush, brighthush) that keep everyone in sync.
• Regular virtual coffee chats and informal networking events.
• Annual in‑person retreats that strengthen team bonds and celebrate achievements.

We value diversity, encourage open dialogue, and celebrate successes—both big and small. Your voice matters, and your ideas will shape the future of brighthush.

Compensation & Benefits

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

• Base salary commensurate with market standards and your expertise.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Flexible work hours and remote work stipend.
• Employee wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to lead brighthush’s customer success journey and make a lasting impact? Submit your resume and a cover letter outlining your experience in customer success, leadership, and cross‑functional collaboration. Highlight any achievements that demonstrate your ability to drive retention, upsell, and customer satisfaction.

We look forward to welcoming a visionary leader who shares our commitment to excellence, innovation, and sustainable growth.