Senior Head of Customer Success – Remote, Brighthush B2B SaaS

About Brighthush

Brighthush is redefining how teams collaborate and innovate by delivering a suite of cloud‑based tools that streamline workflows, unlock knowledge, and accelerate product development. Our flagship solutions—brighthush, brighthush, and brighthush—provide instant, contextual access to critical information, enabling engineers, product managers, and customer support teams to work faster, smarter, and more collaboratively. As a fast‑growing SaaS startup, we thrive on agility, data‑driven decision making, and a relentless focus on customer value. We’re looking for passionate leaders who want to shape the future of customer success and drive sustainable growth.

About the Role

Brighthush is seeking an experienced, visionary Head of Customer Success to build and lead a high‑impact CS organization. In this role, you will own the entire post‑sale customer journey—from onboarding and adoption to renewal and expansion—transforming customer success into a reliable engine for revenue growth. You will partner closely with Sales, Product, and Executive Leadership to create scalable processes, data‑rich playbooks, and a culture of continuous improvement. This is a hands‑on leadership position for someone who has successfully scaled a CS org at a B2B SaaS company and is ready to set the strategic direction.

Key Responsibilities

• Strategic Leadership: Define and own the end‑to‑end customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions.
• Retention & Growth: Own retention and net revenue retention (NRR) targets; proactively identify churn risk and implement mitigation plans.
• Onboarding Excellence: Design and implement scalable onboarding programs that accelerate time‑to‑value for new customers.
• Cross‑Functional Collaboration: Partner with Sales on renewal and expansion opportunities, and with Product on the customer feedback loop.
• Metrics & Playbooks: Establish customer health metrics, quarterly business review (QBR) cadences, and playbooks for different account segments (SMB to enterprise).
• Executive Sponsorship: Serve as an executive sponsor for key strategic accounts, ensuring alignment with business objectives.
• Reporting & Insight: Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership and translate insights into action.
• Voice of the Customer: Champion the customer perspective internally, influencing product roadmap and go‑to‑market decisions.

Essential Qualifications

• 7+ years of experience in Customer Success, Account Management, or a related customer‑facing role at a B2B SaaS company.
• 2+ years in a leadership role, with a proven track record of owning retention/NRR targets and building repeatable CS processes from the ground up.
• Experience managing both mid‑market and enterprise customers, including executive stakeholders.
• Strong analytical mindset—comfortable defining and tracking key metrics such as NRR, churn, CSAT/NPS, and adoption.
• Excellent communication skills, with a history of presenting to internal leadership and external customer executives.
• A builder’s mindset—comfortable creating structure and process in a growing organization, not just operating within an existing one.
• Proficiency with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar).

Preferred Qualifications

• Experience in enterprise IT, knowledge management, or workplace productivity SaaS.
• Background in scaling CS teams in high‑growth environments.
• Familiarity with advanced customer success analytics platforms.
• Demonstrated ability to influence product strategy through customer insights.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Leadership & Team Building
• Customer Advocacy
• Stakeholder Management
• Process Design & Optimization
• Communication & Presentation
• Change Management

Career Growth & Learning Opportunities

At Brighthush, your career trajectory is directly tied to the impact you create. As Head of Customer Success, you will:

• Shape the CS organization from the ground up, influencing company culture and growth strategy.
• Collaborate with senior executives, gaining exposure to product strategy, sales, and finance.
• Lead a high‑performing team, mentoring managers and fostering a culture of continuous learning.
• Participate in industry conferences, webinars, and thought‑leadership initiatives.
• Access to a robust learning & development budget, including certifications, courses, and workshops.

Work Environment & Culture

Brighthush champions a culture of transparency, innovation, and work‑life balance. Key highlights include:

• Fully remote, flexible schedule—work from your favorite coffee shop, beach, or home office.
• Hybrid options for those who prefer occasional in‑office collaboration.
• Regular all‑hands meetings, bi‑weekly lunch & learn sessions, and quarterly off‑sites.
• Inclusive, diverse, and supportive team environment that values every voice.
• Monthly wellness stipend and access to an employee assistance program.

Compensation & Benefits

While specific figures vary based on experience, Brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CS leaders.
• Performance‑based bonus tied to NRR, retention, and customer satisfaction metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage with FSA options.
• Life, AD&D, STD, and LTD insurance.
• 401(k) retirement plan with company match.
• Paid holidays, including a winter break for rest and relaxation.
• New‑hire stipend to support your work setup.
• All‑expenses‑paid company off‑sites and free lunch bi‑weekly at company meetings.
• MacBook Pro or equivalent laptop for optimal productivity.

How to Apply

Ready to lead Brighthush’s customer success journey and drive measurable growth? Click the link below to submit your application and join a team that values innovation, excellence, and continuous learning.