Senior Regional Vice President of Customer Success – South & Southeast – Driving Retention, Expansion, and Accelerated SaaS Growth for a Premier Cloud‑Native Platform at brighthush

About brighthush

At brighthush, we are more than a SaaS provider – we are the catalyst that propels digital transformation across the South and Southeast United States. Our cloud‑native platform empowers mid‑market and enterprise customers to streamline operations, unlock actionable insights, and accelerate growth—all while delivering a frictionless, customer‑centric experience. We believe that technology is only as powerful as the people who use it, which is why we invest heavily in building a culture of curiosity, collaboration, and relentless focus on customer outcomes.

Our team is a vibrant mix of seasoned veterans and fresh talent, united by a shared purpose: to help our customers achieve measurable success. Whether you’re a seasoned leader or an ambitious professional, brighthush offers a dynamic environment where ideas are challenged, experimentation is encouraged, and impact is tangible.

Why This Role Matters

The Senior Regional Vice President of Customer Success (South & Southeast) is a cornerstone of brighthush’s growth engine. This role is not just about managing a team; it’s about architecting a scalable, data‑driven customer success framework that fuels retention, expansion, and adoption across a rapidly evolving market. Your strategic vision will shape the customer journey, influence product direction, and create a culture where every interaction delivers value. By aligning closely with Sales, Product, Marketing, and Professional Services, you’ll ensure that our customers not only stay but thrive, turning them into long‑term advocates for brighthush.

Key Responsibilities

Strategic Leadership & Vision

• Design and execute a forward‑looking Customer Success strategy that aligns with brighthush’s SaaS growth objectives, emphasizing retention, expansion, and adoption.
• Define success metrics, customer health indicators, and performance benchmarks that provide a clear roadmap for the Customer Success organization.
• Identify and capitalize on upsell, cross‑sell, and expansion opportunities within the existing customer base, translating insights into actionable growth plans.
• Champion a culture of continuous improvement, ensuring that every team member is empowered to innovate and drive customer outcomes.
• Lead the development of a customer success playbook that standardizes best practices across regions.

Team Building & Development

• Recruit, mentor, and retain a high‑performing Customer Success team, including leaders and individual contributors across the South and Southeast regions.
• Establish clear performance expectations, coaching frameworks, and accountability standards that foster a culture of excellence.
• Provide ongoing mentorship and leadership development to strengthen the talent pipeline and succession planning.
• Align team structure and coverage models to support scalable growth and operational efficiency.
• Implement a 360° feedback system to continuously refine team dynamics and individual performance.

Customer Relationship Management

• Build and maintain executive‑level relationships with key customers and stakeholders, acting as the trusted advisor for their business outcomes.
• Ensure proactive management of customer health, satisfaction, and risk retention, using data‑driven insights to anticipate challenges.
• Lead escalation management and guarantee timely resolution of complex customer issues.
• Partner with customers to drive adoption, engagement, and measurable outcomes tied to business value.
• Strengthen long‑term partnerships that support renewals and expansion opportunities.
• Develop customer success stories that showcase tangible ROI and fuel marketing initiatives.

Market, Customer, and Competitive Intelligence

• Monitor industry trends, customer behavior, and competitive dynamics within the SaaS landscape.
• Translate customer insights into actionable recommendations for product, strategy, and go‑to‑market improvements.
• Collaborate with internal teams to embed the voice of the customer into decision‑making processes.
• Identify risks and opportunities within the customer base and proactively adjust strategy to address them.
• Lead quarterly competitive intelligence briefings to keep the organization ahead of market shifts.

Forecasting, Reporting, and Operational Excellence

• Own customer retention, renewal forecasting, and expansion pipeline visibility.
• Deliver accurate and timely reporting on Customer Success KPIs, including churn, NRR, adoption, and engagement.
• Use data‑driven insights to inform strategic decisions and performance improvements.
• Establish operational rigor and scalable processes that support predictable customer outcomes.
• Implement a real‑time dashboard for cross‑functional visibility into customer health.

Product Adoption & Enablement

• Ensure Customer Success teams are fully enabled to drive product adoption and value realization.
• Partner with Product teams to collect and synthesize customer feedback into actionable product insights.
• Support the development of enablement tools, training programs, and resources that increase customer proficiency.
• Drive initiatives that accelerate time‑to‑value and deepen product utilization across customer segments.
• Champion a customer success learning hub that centralizes best practices and knowledge assets.

Best Practices & Scalable Frameworks

• Develop and standardize Customer Success best practices across teams and customer segments.
• Build scalable playbooks for onboarding, adoption, renewal, and expansion.
• Introduce a continuous improvement loop that captures lessons learned and iterates on processes.

Cross‑Functional Collaboration

• Partner closely with Sales, Product, Marketing, and Professional Services to ensure alignment across the customer lifecycle.
• Collaborate on go‑to‑market strategy, product launches, and customer advocacy programs.
• Support marketing initiatives through customer storytelling, case studies, and reference development.
• Ensure cohesive execution of customer‑facing initiatives that strengthen brand and product positioning.
• Lead the creation of a customer success steering committee that drives cross‑departmental initiatives.

Essential Qualifications

• 5+ years of industry experience with a deep understanding of market dynamics and customer needs.
• 5+ years of people leadership experience (Sales Director, Regional Vice President, or a similar senior commercial leadership role) with a proven track record of building, developing, and leading high‑performing teams.
• Demonstrated understanding of SaaS metrics and business drivers, including ARR, customer retention, renewal management, churn mitigation, and account growth.
• Strong coaching and performance management skills.
• Excellent communication, negotiation, and relationship‑building abilities.
• Strategic thinking and business acumen, with the ability to align sales initiatives to organizational objectives.
• Strong analytical skills with the ability to interpret data, identify trends, and make informed business decisions.
• Experience managing budgets, forecasting, and driving revenue growth.
• Proficiency with CRM platforms, sales technology, and performance reporting tools.
• Ability to adapt to changing business needs and lead through ambiguity in a fast‑paced environment.
• Experience working across diverse teams, cultures, and stakeholder groups.
• Bachelor’s degree in Business, Marketing, or a related field required; Master’s degree preferred.

Preferred Qualifications

• Experience in a high‑growth SaaS company with a regional or national footprint.
• Track record of successfully scaling Customer Success operations across multiple regions.
• Familiarity with advanced analytics platforms and predictive modeling for churn and expansion.
• Experience in building and executing customer advocacy and referral programs.
• Knowledge of the South and Southeast U.S. market dynamics, including industry verticals and key decision‑makers.

Skills & Competencies

• Leadership & Team Building – Inspire, coach, and develop talent.
• Strategic Vision – Translate business goals into actionable plans.
• Data‑Driven Decision Making – Leverage analytics to drive outcomes.
• Customer Obsession – Prioritize customer success at every touchpoint.
• Cross‑Functional Collaboration – Work seamlessly with Sales, Product, Marketing, and Services.
• Communication & Influence – Articulate complex ideas to diverse audiences.
• Change Management – Navigate ambiguity and drive transformation.
• Financial Acumen – Manage budgets, forecasts, and revenue targets.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market we serve. As Senior Regional Vice President of Customer Success, you will:

• Lead a high‑impact, cross‑functional team that shapes the future of customer experience.
• Collaborate with executive leadership to influence product strategy and go‑to‑market initiatives.
• Own a portfolio of high‑value accounts, driving measurable business outcomes and revenue growth.
• Participate in leadership development programs, executive coaching, and industry conferences.
• Benefit from a culture that rewards innovation, experimentation, and continuous learning.
• Advance into global leadership roles, including Vice President of Customer Success or Chief Customer Officer, based on performance and impact.

Work Environment & Culture at brighthush

We believe that a great workplace is built on trust, transparency, and a shared purpose. At brighthush, you’ll find:

• A remote‑first environment with flexible work arrangements, supported by robust collaboration tools.
• Regular regional and global town halls that keep everyone aligned and informed.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Collaborative spaces where cross‑functional teams co‑create solutions and celebrate wins together.
• A culture that encourages experimentation, embraces failure as a learning opportunity, and rewards bold ideas.
• Access to cutting‑edge technology, data science resources, and a vibrant community of thought leaders.

Compensation & Benefits

While the base salary for this role ranges from $90,000 to $130,000 annually, the total compensation package is designed to reward performance and impact. In addition to a competitive base, you can expect:

• Performance‑based bonus potential tied to customer retention, expansion, and overall revenue growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for conferences, courses, and certifications.
• Wellness programs, including mental health resources and fitness stipends.
• Equity or stock‑option opportunities, reflecting your contribution to brighthush’s growth.
• Flexible work schedule and remote‑first policy to support work‑life balance.

How to Apply

Ready to shape the future of customer success at brighthush? Submit your application through our careers portal or click the link below to explore this exciting opportunity further.

Apply to This Job

We look forward to discovering how your vision, expertise, and passion can help brighthush elevate customer success to new heights. Join us and be part of a team that turns ambition into achievement.