Senior Head of Customer Success & Growth – Driving AI‑Powered Customer Experience Excellence, Revenue Retention, and Scalable Post‑Sale Operations at brighthush

About brighthush

brighthush is a trailblazing AI‑first customer experience platform that empowers brands to deliver world‑class support, onboarding, and renewal programs at scale. By fusing advanced machine learning, intelligent automation, and human expertise, we help high‑volume B2C and enterprise customers transform every touchpoint into a measurable, delightful experience. Our award‑winning technology is trusted by some of the most innovative companies worldwide, and we’re on a mission to make AI an integral part of every customer interaction.

As a rapidly growing Irish‑based company, brighthush is recognized on global stage lists such as brighthush’s Technology Fast 50, brighthush’s Hottest Startups, and brighthush’s Fastest‑Growing Startups. We blend a culture of relentless curiosity, accountability, and fun—what we call “Have Craic & Be Sound”—to create an environment where high performers thrive and customers see real, tangible value.

About the Role

We’re looking for a visionary Senior Head of Customer Success & Growth to own gross revenue retention and lead our entire post‑sale organization: Customer Success, Support, Onboarding, and Renewals. You will partner with the CEO, commercial, and product leaders to shape brighthush’s strategy and ensure every customer realizes the full value of our platform.

This is a building role—your mandate is to take a well‑functioning team and elevate it into a predictable, best‑in‑class CS operation that drives measurable growth and customer advocacy.

Location: Hybrid (London‑style flexibility with a central office in Dublin). Travel to key accounts and partner events as needed.

What You’ll Do

• Strategic Leadership – Own and evolve the post‑sale strategy, reporting customer health metrics to the CEO and board. Translate data into actionable insights that influence product roadmap and go‑to‑market plans.
• Team Building & Coaching – Structure, hire, and coach a high‑performing team across CS, Support, Onboarding, and Renewals. Design clear career paths, appropriate spans of control, and a culture of continuous improvement.
• Customer Value Realization – Drive adoption, measurable value realization, and health scoring. Own at‑risk intervention plans and ensure proactive engagement with enterprise stakeholders.
• Quarterly Business Reviews (QBRs) – Lead value reviews that translate data into defensible, tangible insights for senior decision makers.
• Incentivisation & KPI Governance – Review, adjust, and monitor the incentive plan for the CS team. Create, track, and report on KPIs that align with company objectives.
• Support Excellence – Own support quality, SLAs, and escalation paths. Define and govern the handoff between Customer Success and Support to ensure seamless customer journeys.
• Onboarding & Implementation – Own the discovery‑led onboarding process that predicts renewal success. Build playbooks that standardize best practices while allowing for customization.
• Renewal & Expansion – Own NRR and GRR metrics. Build renewal and expansion playbooks that drive upsell, cross‑sell, and expansion opportunities.
• Cross‑Functional Collaboration – Partner with Sales on handoff, RevOps and Data on instrumentation, and Marketing on advocacy and references. Create a structured feedback loop into Product to inform feature prioritization.
• Thought Leadership – Represent brighthush at industry events, webinars, and partner conferences. Position the company as a thought leader in AI‑powered customer experience.

Essential Qualifications

• Proven track record of scaling a B2B SaaS Customer Success or post‑sale function through the €5M–€25M revenue stage, growing both customers and headcount.
• Direct ownership of NRR and GRR in previous roles.
• Experience leading at least two post‑sale pillars (e.g., CS & Support, CS & Onboarding) and readiness to own all four.
• Deep expertise in building operating models: segmentation, health scoring, playbooks, and CS tooling.
• Strong analytical and product sense—able to run discovery, frame value for enterprise stakeholders, and translate abstract product benefits into concrete outcomes.
• Demonstrated ability to hire, coach, and structure teams while maintaining a close connection to customers.

Preferred Qualifications

• Experience selling or working with data, analytics, or AI products, or closely related to contact centres and CX.
• Domain knowledge in contact centres, customer experience, or conversational AI.
• Background in high‑growth SaaS environments with a focus on customer‑centric metrics.
• Experience with AI‑driven customer engagement tools and automation platforms.

Key Skills & Competencies

• Strategic thinking and execution with a data‑driven mindset.
• Exceptional communication skills—able to articulate complex value propositions to C‑suite stakeholders.
• Leadership presence with a collaborative, coaching‑oriented style.
• Strong analytical acumen—proficient in interpreting dashboards, health scores, and financial metrics.
• Change management expertise—capable of driving adoption of new processes and tools across teams.
• Customer obsession—deep empathy for customer pain points and a relentless drive to deliver outcomes.
• Tech‑savvy—comfortable working with CRM, CSAT, NPS, and AI‑powered analytics platforms.

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is as dynamic as our product. You’ll:

• Progress from Head of Customer Success to Chief Customer Officer or VP of Customer Experience within 2–3 years, depending on performance.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and revenue operations.
• Access a dedicated €2,000 annual learning budget for courses, conferences, certifications, or personal development.
• Participate in our internal “Innovation Lab” where you can experiment with new AI models, automation scripts, and customer engagement strategies.
• Mentor junior leaders and contribute to brighthush’s leadership development program.

Work Environment & Culture

brighthush thrives on a culture that balances high performance with genuine fun. Our core values—Accountability, Deliver Value, Keep Growing, and Have Craic & Be Sound—guide every decision and interaction.

• Accountability – Own your work, own your results, and own your learning.
• Deliver Value – Every initiative is measured by the real impact on our customers.
• Keep Growing – Continuous learning, experimentation, and improvement are embedded in our DNA.
• Have Craic & Be Sound – We celebrate wins, share laughs, and respect each other’s individuality.

Our hybrid model offers flexibility, a collaborative office space in Dublin, and a vibrant community of remote teammates across Europe and the US. We host quarterly off‑sites, hackathons, and social events that reinforce our culture of collaboration and creativity.

Compensation & Benefits

While specific figures vary based on experience, the role offers a competitive base salary, a performance‑based bonus structure, and generous equity options that align your success with brighthush’s growth.

• Base salary range: €120,000–€160,000 (depending on experience).
• Annual bonus potential: up to 25% of base tied to company and individual KPIs.
• Equity: Stock options with a 4‑year vesting schedule.
• Health & wellness: Comprehensive health insurance, mental health support, and a bike‑to‑work scheme.
• Retirement: Company‑matched pension plan for Ireland‑based employees.
• Paid time off: 23 days of annual leave plus company shutdown days, fully paid sabbatical after 4 years, and increasing leave entitlements with tenure.
• Professional development: €2,000 annual learning budget and access to premium LMM/AI models for personal and team projects.
• Social perks: Company‑sponsored events, team retreats, and a culture that celebrates both hard work and fun.

Why brighthush?

• Be part of a globally recognized Irish company that is revolutionizing customer service.
• Join a high‑performing team that shares in success through generous equity and bonus structures.
• Work with cutting‑edge AI and automation tools that free you to focus on strategic impact.
• Enjoy a supportive environment that values growth, learning, and well‑being.
• Experience a culture where accountability meets creativity, and where every voice is heard.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, ancestry, membership in the travelling community, physical or mental disability, medical condition, marital status, gender, gender identity, age, sexual orientation, or any other protected status. This policy applies to all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

AI Recruitment Policy

We encourage the use of AI tools in the application process. Please review our AI recruitment policy before submitting your application.

Agency Notice

brighthush uses an internal sourcing model and does not require agency assistance. Unsolicited CVs will not be accepted.

Apply Now

Ready to lead the next wave of customer success at brighthush? today and help us shape the future of AI‑powered customer experience.