Senior Global Head of Customer Success & Retention – Enterprise SaaS Leadership – Remote (US/Canada) – Champion Customer Advocacy, Growth, and Lifetime Value at brighthush

About brighthush

brighthush is redefining the modern workplace by turning everyday commutes into seamless, sustainable experiences. As the world’s leading enterprise parking and transportation SaaS platform, we blend parking, electric‑vehicle charging, and a full suite of workplace mobility services into a single, intelligent ecosystem. Our technology enables organizations of every size to optimize physical infrastructure, streamline employee journeys, and create friction‑free arrival experiences that boost productivity, reduce carbon emissions, and elevate overall employee satisfaction.

Operating across North America, Europe, and Asia, brighthush partners with forward‑thinking enterprises—from Fortune 500 technology powerhouses to high‑growth startups—to deliver data‑driven mobility solutions that cut operational costs, improve sustainability metrics, and reinforce a culture of innovation.

Why brighthush?

At brighthush you will join a high‑velocity, purpose‑driven team that is shaping the future of workplace mobility. We are a remote‑first organization that prizes autonomy, collaboration, and continuous learning. As a senior leader you will have direct influence over product strategy, customer experience, and company culture. You will partner with world‑class teams in product, engineering, sales, finance, and go‑to‑market to unlock new levels of operational efficiency and employee satisfaction for our global client base.

Our commitment to sustainability, diversity, and employee well‑being is woven into every decision. Whether you are brainstorming a new feature that reduces parking congestion or mentoring a junior success manager, you will feel the impact of your work on real people, real businesses, and the planet.

Role Overview

The Senior Global Head of Customer Success & Retention is a pivotal member of the executive team, reporting directly to the COO. In this hands‑on, high‑impact role you will own the entire customer lifecycle—from onboarding and adoption through expansion and renewal—while building a world‑class, globally distributed Customer Success, Implementation, and Support organization. Your leadership will drive retention, advocacy, and the voice of the customer across all functions, ensuring that every client feels heard, supported, and empowered to achieve their strategic objectives.

Key Responsibilities

• Executive Customer Relationships – Cultivate trusted, C‑suite relationships with our largest and most strategic accounts. Ensure 100 % referenceability across top customers and maintain portfolio‑wide Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) that consistently exceed 100 %.
• Customer Advocacy & Retention – Design and execute comprehensive success plans, proactively surface risks, and partner with commercial teams to secure renewals and expansion opportunities. Champion a culture of customer obsession that translates into measurable growth.
• Voice of the Customer – Own the end‑to‑end feedback loop: gather, consolidate, and prioritize customer insights. Translate these insights into actionable product and engineering enhancements that improve satisfaction and retention.
• Team Leadership & Development – Recruit, mentor, and scale a global team of 10 + Customer Success, Implementation, and Support professionals. Set clear performance expectations, establish career pathways, and create a high‑performing culture that attracts top talent.
• Scalable Customer Operations – Design and implement playbooks, workflows, and resources that standardize best practices across the customer lifecycle. Enable seamless coordination across product, engineering, and commercial teams during complex global rollouts.
• Executive Reporting & Insight – Provide regular, data‑driven reports to the executive team on customer health, retention, advocacy, support performance, and growth opportunities. Translate operational data into clear, actionable recommendations.
• Strategic Growth Initiatives – Identify and launch new programs—such as customer reference libraries, joint‑marketing case studies, and community forums—that amplify the brighthush brand and deepen client relationships.
• Cross‑Functional Alignment – Partner closely with Product Management, Engineering, Sales, and Finance to ensure that customer‑centric priorities are embedded in roadmaps, pricing models, and go‑to‑market strategies.

Essential Qualifications

• 10 + years of progressive experience in Customer Success for technology‑driven products, with a proven track record of managing Fortune 500 accounts.
• Demonstrated ability to build and scale global customer success functions in fast‑moving SaaS environments.
• Exceptional organizational skills and the capacity to juggle multiple high‑priority initiatives in a dynamic setting.
• Strong verbal and written communication skills, with a proven ability to influence C‑level stakeholders.
• Hands‑on experience collaborating with Product Management and Engineering to shape product roadmaps based on customer needs.
• Familiarity with transportation, parking, or workplace technology ecosystems is highly desirable.
• Comfortable working remotely across Pacific to East Coast U.S. time zones.
• Track record of delivering GRR and NRR metrics above 100 % for enterprise‑level portfolios.

Preferred Qualifications

• Experience leading cross‑functional teams that include Implementation, Support, and Customer Success.
• Proficiency in customer success metrics (e.g., CSAT, NPS, churn, expansion revenue) and the ability to build dashboards that inform strategy.
• Background in data analysis and the use of CRM and customer success platforms (e.g., Gainsight, Totango, Salesforce).
• Track record of building and executing customer advocacy programs that generate high‑quality references and case studies.
• Experience working with global enterprise customers and navigating complex procurement cycles.
• Advanced degree in Business, Engineering, or a related field (MBA or equivalent is a plus).
• Demonstrated commitment to sustainability initiatives and a passion for mobility‑focused technology.

Skills & Competencies

• Strategic Vision – Ability to see the big picture and translate it into actionable plans that drive long‑term growth.
• Leadership & Coaching – Proven talent for building high‑performing teams, fostering a culture of accountability, and developing future leaders.
• Customer‑Centric Mindset – Deep empathy for customers and a relentless focus on delivering exceptional experiences.
• Data‑Driven Decision Making – Strong analytical skills to interpret metrics, identify trends, and recommend improvements.
• Cross‑Functional Collaboration – Comfortable working with Product, Engineering, Sales, and Finance to align on customer outcomes.
• Communication & Influence – Excellent storytelling skills that resonate with both technical and non‑technical audiences.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and navigate ambiguity with confidence.
• Change Management – Experience guiding customers through large‑scale technology transformations and adoption cycles.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. As the Senior Global Head of Customer Success you will:

• Shape the future of our customer experience strategy and influence product development at the highest level.
• Build a global, high‑performing team that sets industry standards for customer success.
• Earn a seat on the executive team, where your insights directly impact company direction.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a generous professional development budget for certifications, courses, and thought‑leadership opportunities.
• Collaborate with the CEO and Board on long‑term strategic initiatives, including sustainability roadmaps and market expansion plans.
• Potential to transition into broader operational roles such as Chief Customer Officer or VP of Global Operations as the organization scales.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, transparency, and collaboration. Our culture is built on:

• Values‑Driven Leadership – We prioritize integrity, customer obsession, and a growth mindset.
• Inclusive & Diverse Teams – We celebrate diverse perspectives and foster an environment where everyone can thrive.
• Continuous Learning – Access to learning resources, internal knowledge sharing, and external training.
• Work‑Life Balance – Flexible schedules, generous time‑off policies, and a focus on mental well‑being.
• Community & Impact – Opportunities to contribute to sustainability initiatives and community outreach.
• Innovation Labs – Quarterly hack‑days and idea incubators where employees can prototype new features or processes.
• Global Collaboration – Regular virtual town‑halls, cross‑regional project teams, and occasional in‑person retreats to strengthen bonds.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Competitive base salary aligned with market standards for senior SaaS leaders.
• Equity participation that allows you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance plans with generous employer contributions.
• 401(k) matching and a robust retirement savings plan.
• Unlimited paid time off and flexible work arrangements to support work‑life harmony.
• Professional development budget, tuition reimbursement, and access to industry conferences.
• Wellness programs, including virtual fitness classes, mental‑health counseling, and mindfulness resources.
• Home‑office stipend for equipment, ergonomic furniture, and high‑speed internet.
• Employee assistance program (EAP) and regular wellness check‑ins.

How to Apply

If you are ready to lead a global customer success organization, drive retention at scale, and shape the future of workplace mobility, we want to hear from you. Submit your application through the link below and join brighthush in creating smarter, more sustainable workplace experiences.

Apply to This Job

Apply for this job

Apply for this job

Apply for this job

Join Us

brighthush is on a mission to transform how people travel to work, and we need visionary leaders who can turn that vision into reality for our customers. If you thrive in fast‑moving, data‑driven environments, love building world‑class teams, and are passionate about sustainability, apply today and become a catalyst for change.