Senior Head of Customer Success & Growth – Driving Adoption, Retention, and Revenue in AI‑Enabled Fleet Repair Solutions

About brighthush

brighthush is at the forefront of a $200 B+ industry, redefining how fleets and insurers manage vehicle repair through AI‑powered orchestration. Our all‑in‑one platform streamlines the entire repair lifecycle—from the moment a vehicle needs service to the instant it’s back on the road—by eliminating bottlenecks, delivering real‑time visibility, and automating critical decisions. Trusted by some of the world’s most sophisticated fleets and insurers, we empower our customers to reduce downtime, control costs, and keep operations running smoothly.

As one of the fastest‑growing startups in the United States and backed by $55 M in Series B funding, brighthush is leading a transformation that blends cutting‑edge technology with deep industry expertise. We’re looking for a visionary leader to build and scale our Customer Success function, ensuring every customer realizes the full value of our platform.

Role Overview

In this pivotal role, you will own the entire post‑contract journey: from onboarding new customers to ensuring sustained, high‑value usage of our platform. Your influence will directly impact our revenue, which is driven by usage—each repair order routed through brighthush is a tangible measure of customer success.

You will manage relationships with fleet managers, maintenance leads, dispatchers, and drivers who rely on brighthush daily. Each account is paired with a Sales and Customer Success team; while Sales secures and grows the contract, you will guarantee that the promised value is delivered and exceeded.

Initially, you will serve as a player‑coach, personally handling onboarding and key accounts while architecting a scalable Customer Success organization powered by data, playbooks, and a robust CRM system.

Key Responsibilities

• Onboarding Excellence: Lead the transition from signed contract to steady‑state usage, establishing clear milestones for time‑to‑first repair order (RO) and time‑to‑value.
• Sales‑to‑CS Handoff: Design and execute a structured handoff process, coordinating launch activities across data migration, user setup, approval rules, shop coverage, and integrations with fleet systems, telematics, and ERP platforms.
• Adoption & Gap Analysis: Define “adopted” for each customer segment, identify gaps between contracted scope and actual usage, and collaborate with Operations and the shop network team to close those gaps.
• Operational Business Reviews: Conduct regular reviews that translate platform data into customer‑centric metrics—cycle time, cost per repair, downtime, and savings—highlighting tangible value.
• Account Health Model: Build a comprehensive health scoring system, including leading indicators, playbooks for each risk level, and proactive save plans for at‑risk accounts.
• Churn Management: Lead monthly cross‑functional churn reviews, turning churn causes into a prioritized list of product and operational improvements.
• Team Leadership: Recruit, mentor, and scale a high‑performing Customer Success Manager (CSM) team; design coverage models by segment and build the CS operating system within our CRM.
• Reporting & Insight: Provide monthly executive reporting to the CRO and leadership on retention, utilization, time‑to‑value, and account health, driving data‑driven decision making.

Essential Qualifications

• 7+ years of Customer Success experience in a B2B SaaS environment.
• Proven track record of building or scaling a CS function from scratch, including health scoring, playbooks, segmentation, coverage models, and CRM implementation.
• Demonstrated ability to improve retention and adoption, backed by quantifiable results.
• Experience with usage‑based or transaction‑based revenue models.
• Willingness to serve as a player‑coach, personally owning onboarding and key accounts while building the team.
• Strong analytical mindset—capable of extracting insights from usage data and guiding customers through their own metrics.
• Hands‑on proficiency with AI tools that automate routine CS tasks and expand the capacity of each CSM.
• Excellent project management skills, managing multi‑site implementations with numerous stakeholders.

Preferred Qualifications

• Experience in the fleet, logistics, or automotive repair industry.
• Background in data‑driven product management or operations.
• Familiarity with telematics, ERP, and shop‑network ecosystems.
• Leadership experience in a high‑growth startup environment.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for fleet managers and drivers, translating platform capabilities into real‑world benefits.
• Strategic Vision: Ability to align CS initiatives with broader business goals, driving revenue growth through adoption.
• Data Fluency: Proficiency in SQL, analytics dashboards, and data storytelling.
• Communication: Clear, persuasive communication across technical and non Apply for this job