Senior Global Customer Success Domain Manager – Driving Retention, Adoption & Revenue Growth at brighthush

About brighthush

brighthush began its journey in 2002, emerging from a bustling salon reception desk as a simple text‑reminder solution. Today, we have evolved into a leading SaaS provider, empowering more than 155,000 hair, beauty, and medspa professionals worldwide. Our all‑in‑one platform, enriched with AI‑driven tools, enables salons and medspas to streamline bookings, process payments, launch marketing campaigns, nurture client relationships, and unlock the full potential of their teams.

Every feature we build is designed to help the salon and medspa ecosystem thrive. As a Certified B Corp, brighthush is committed to balancing profit with purpose, and 25% of the company is owned by our dedicated brighthush stakeholders. When the business grows, everyone shares in that success.

We are a remote‑first, globally distributed organization with teams across Ireland, the UK, the DACH region, North America, and Australia. Our culture is built on trust, collaboration, and a relentless focus on delivering measurable impact for our customers and our people.

The Opportunity

At brighthush, our Customer Success teams are the engine that drives growth for thousands of salons, spas, and medspas. We are seeking a visionary Global Customer Success Domain Manager to elevate these teams, ensuring they operate smarter, more consistently, and at scale.

In this role, you will lead a high‑performing squad that owns the processes, tooling, and ways of working behind Customer Success across all regions. You will partner closely with regional leaders to capture their needs, translate those insights into global solutions, and deliver measurable improvements in retention, churn reduction, feature adoption, and revenue performance.

As the bridge between frontline regional demands and global strategy, you will combine people leadership, commercial acumen, and deep operational expertise. Your impact will shape the future of Customer Success at brighthush and set the stage for continued expansion.

What You’ll Do

Lead and Inspire Your Team

• Recruit, coach, and develop a team of seasoned Customer Success specialists, setting clear objectives and fostering continuous growth.
• Cultivate an inclusive, collaborative, high‑performing culture that reflects brighthush’s values of innovation, empathy, and accountability.
• Plan capacity and resource allocation to align with the domain roadmap and regional priorities.

Drive Revenue Impact with Regional Leaders

• Partner with Customer Success leaders in each region to understand their goals, challenges, and performance targets.
• Enable regions to achieve Net Revenue Retention (NRR), retention, expansion, and adoption metrics through targeted initiatives.
• Prioritize projects based on customer value, commercial impact, and operational efficiency.

Design and Standardize Processes

• Architect, refine, and standardize Customer Success processes across onboarding, adoption, upsell, feature activation, and risk mitigation.
• Create scalable workflows, frameworks, and documentation that boost team productivity and elevate the customer experience.
• Maintain global consistency while respecting local market nuances.

Own the Customer Success Tooling Stack

• Lead the continuous improvement of the Customer Success technology stack, ensuring teams can operate effectively at scale.
• Collaborate with Product, Data, and Engineering to implement system enhancements and integrations that provide deeper visibility into customer health, risk, and revenue opportunities.
• Work with Global Enablement to train teams on new tools and best practices, ensuring adoption and confidence.

Accelerate Feature Adoption and Reduce Churn

• Track feature adoption across regions and partner with Product and Onboarding to close adoption gaps.
• Leverage data and customer insights to diagnose churn drivers and implement preventative measures.
• Coordinate with third‑party partners to streamline setup for new and upgrading customers.

Leverage Data for Continuous Improvement

• Define and monitor KPIs that measure the effectiveness of process and tooling changes.
• Build business cases and prioritization frameworks for strategic initiatives, ensuring alignment with corporate objectives.

Who You Are

You are a collaborative, commercially savvy leader who thrives in complex global environments. You excel at solving problems through process and systems thinking, and you are driven by measurable business impact. Your passion for building operational solutions that empower teams to succeed is matched by your ability to influence and communicate across all levels.

Essential Qualifications

• 8+ years of experience in Customer Success Operations, Revenue Operations, Customer Operations, Program Management, or a related operational leadership role within SaaS or tech.
• Proven track record of leading and developing high‑performing teams.
• Experience working with global or multi‑regional teams and driving improvements in retention, expansion, adoption, or scalability.
• Demonstrated success leading cross‑functional initiatives with measurable business outcomes.
• Deep understanding of Customer Success metrics, lifecycle management, and commercial drivers.
• Hands‑on experience with Customer Success platforms, CRM systems, workflow automation, and reporting tools.
• Strong analytical skills and a data‑driven approach to problem solving.
• Exceptional influence and communication skills, adaptable to diverse audiences.

Preferred Qualifications

• Experience in the beauty, salon, or medspa industry.
• Knowledge of AI‑driven customer engagement tools.
• Background in building and scaling global Customer Success organizations.
• Familiarity with B Corp principles and sustainability‑focused business models.

What We Offer

Competitive Compensation & Equity

We provide a market‑competitive salary, performance‑based bonuses, and an Employee Share Purchase Scheme that allows you to share in brighthush’s growth.

Comprehensive Benefits Package

• Private healthcare coverage and an employee assistance program.
• Enhanced maternity and paternity benefits, plus dedicated leave for fertility treatment, pregnancy loss, and menopause.
• Two wellness days per year and a dedicated Learning Day for skill development.
• Bike‑to‑work scheme and tax‑saver transport tickets.
• Three moving days for relocation support.
• Flexible working arrangements: remote‑first, flexible hours, and the freedom to shape your day around your life.

Career Growth & Learning

At brighthush, your career path is defined by your ambition. We offer:

• Mentoring programs and career coaching to accelerate your professional development.
• Access to industry conferences, workshops, and online learning platforms.
• Clear promotion tracks and opportunities to move into senior leadership roles.
• Cross‑functional projects that broaden your skill set and expand your network.

Culture & Work Environment

Our culture is built on trust, transparency, and a shared commitment to customer success. You’ll work alongside passionate professionals who value:

• Collaboration across remote teams.
• Continuous improvement and data‑driven decision making.
• Innovation that delivers real value to our customers.
• Work‑life balance and well‑being.

Join Us

If you are ready to lead a global Customer Success domain that drives measurable impact, we invite you to apply. At brighthush, you’ll have the opportunity to shape the future of the salon and medspa industry, build a world‑class team, and grow your career in a supportive, purpose‑driven environment.

Apply today and become a key player in our journey to empower beauty professionals worldwide.