Senior Vice President of Customer Success – Championing Adoption, Retention, and Expansion for Mid‑Market & Enterprise B2B SaaS Clients at brighthush

About brighthush

brighthush is a forward‑thinking B2B SaaS company that delivers cutting‑edge CRM solutions to mid‑market and enterprise organizations worldwide. With a mission to empower businesses to unlock the full potential of their customer relationships, brighthush blends advanced technology, data‑driven insights, and a customer‑centric culture to create transformative outcomes for our clients. Our team is composed of passionate innovators, strategic thinkers, and service‑oriented professionals who thrive in a fast‑paced, collaborative environment.

Why Join brighthush?

• Impact at Scale: As a senior leader, you’ll shape the customer experience for thousands of users across diverse industries.
• Strategic Leadership: Partner with executive teams to align customer success initiatives with business goals and revenue targets.
• Growth & Development: Access to continuous learning programs, leadership coaching, and a clear career ladder that rewards performance.
• Inclusive Culture: A workplace that values diversity, encourages open dialogue, and celebrates every win.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, equity, and robust benefits.

Role Overview

The Senior Vice President of Customer Success will be the chief architect of brighthush’s post‑sale customer journey. You will lead a high‑performing team responsible for implementation, enablement, support, retention, and expansion across our mid‑market and enterprise portfolio. Your strategic vision will drive adoption, elevate customer satisfaction, and unlock new revenue opportunities while fostering cross‑functional collaboration with Sales, Product, Engineering, and Finance.

Key Responsibilities

• Strategic Leadership: Develop and execute a comprehensive customer success strategy that aligns with brighthush’s growth objectives and market positioning.
• Team Management: Build, mentor, and scale a world‑class Customer Success organization, including Onboarding, Enablement, Support, and Account Management functions.
• Customer Lifecycle Management: Own the end‑to‑end customer journey—from first touch to renewal—ensuring seamless transitions and proactive engagement.
• Retention & Expansion: Drive initiatives that increase Net Revenue Retention (NRR) and expansion revenue through upsells, cross‑sell, and renewal programs.
• Health Metrics & Analytics: Define, monitor, and report on key health indicators (e.g., NPS, CSAT, adoption scores, churn rates) and translate insights into actionable plans.
• Executive Sponsorship: Serve as the primary advocate for key enterprise accounts, engaging C‑suite stakeholders and influencing product roadmap decisions.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Finance to align on customer priorities, feature requests, and service level agreements.
• Process & Tool Optimization: Champion the adoption of best‑practice frameworks (e.g., Customer Success Management, Agile, Lean) and leverage CRM (Salesforce) and analytics platforms to streamline operations.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer advisory boards, positioning the company as a thought leader in customer success.
• Budget & Resource Management: Oversee the customer success budget, forecast headcount needs, and ensure efficient allocation of resources.

Essential Qualifications

• Minimum 8 years of progressive leadership experience in Customer Success within the B2B SaaS sector.
• Proven track record of scaling customer success teams and driving measurable improvements in retention, expansion, and NPS.
• Deep expertise in Salesforce or equivalent CRM platforms, including data modeling, automation, and reporting.
• Strong executive communication skills—capable of presenting to C‑suite audiences and influencing cross‑functional decisions.
• Strategic mindset with the ability to translate business objectives into actionable customer success plans.
• Experience managing mid‑market and enterprise accounts, with a focus on complex, multi‑stakeholder engagements.
• Demonstrated ability to build and nurture high‑performing teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Data‑driven decision maker—comfortable working with metrics, dashboards, and analytics to drive outcomes.
• Strong understanding of the SaaS business model, including subscription economics, churn drivers, and expansion levers.

Preferred Qualifications

• Experience in the CRM or broader customer‑relationship technology space.
• Background in implementing large‑scale customer success initiatives across multiple regions or geographies.
• Knowledge of advanced analytics tools (e.g., Tableau, Looker) and data‑science techniques for customer segmentation and predictive modeling.
• Prior involvement in product strategy or roadmap development, ensuring customer feedback informs feature prioritization.
• Professional certifications such as Certified Customer Success Manager (CCSM) or similar.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data Analysis & KPI Management
• Change Management & Process Improvement
• Stakeholder Engagement & Executive Presence
• Team Building & Talent Development
• Financial Acumen & Budget Oversight
• Technical Proficiency (Salesforce, CRM, BI tools)
• Adaptability & Resilience in a Rapidly Evolving Market

Career Growth & Learning Opportunities

At brighthush, we believe that the success of our people fuels the success of our customers. As Senior VP of Customer Success, you will:

• Lead a high‑impact role that directly influences company revenue and customer satisfaction.
• Participate in executive leadership forums, shaping the strategic direction of brighthush.
• Access to leadership development programs, mentorship from seasoned executives, and industry conferences.
• Opportunity to transition into broader C‑suite roles (e.g., Chief Customer Officer, Chief Revenue Officer) based on performance and business needs.
• Be part of an organization that values continuous learning—internal workshops, external certifications, and knowledge sharing sessions are part of our culture.

Work Environment & Culture

brighthush thrives on a culture of collaboration, innovation, and transparency. Our remote‑first model offers flexibility while maintaining strong team cohesion through:

• Weekly all‑hands meetings and town halls.
• Cross‑functional hackathons and innovation sprints.
• Open‑door policy with senior leadership.
• Regular team‑building retreats and virtual social events.
• Commitment to work‑life balance, with generous PTO, mental health days, and flexible schedules.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with senior leadership roles in the SaaS industry.
• Performance‑based bonuses tied to company and individual metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working arrangements.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.

How to Apply

If you are a visionary leader ready to elevate customer success to new heights and drive sustainable growth for brighthush, we invite you to apply today. Submit your resume and a brief cover letter outlining your experience in scaling customer success teams and your vision for the future of customer experience at brighthush.

Join us in shaping the next chapter of customer success excellence. We look forward to welcoming you to the brighthush family!