Senior Vice President of Customer Success – Championing Customer Experience, Retention, and Growth at brighthush

About brighthush

brighthush is a dynamic consumer‑goods powerhouse headquartered in the vibrant city of Hilo, Hawaii. With a heritage rooted in quality, sustainability, and community, brighthush delivers a portfolio of premium products that resonate with both local and global markets. Our mission is simple yet powerful: to enrich everyday lives through thoughtfully crafted goods while building lasting relationships with our customers. At brighthush, we believe that exceptional customer experience is the cornerstone of long‑term success, and we are committed to fostering a culture of trust, reliability, and operational excellence.

Position Overview

We are seeking an inspiring, results‑driven Senior Vice President of Customer Success to lead the strategic vision and execution of all customer‑centric initiatives across brighthush. This full‑time, remote role will serve as the bridge between our customers, sales, product, and executive teams, ensuring that every touchpoint delivers value, delight, and measurable outcomes. The ideal candidate will possess a proven track record of scaling customer success functions, driving retention, and cultivating high‑impact relationships with key accounts.

Key Responsibilities

• Strategic Leadership: Design and implement a forward‑looking customer success strategy that aligns with brighthush’s growth objectives and market positioning.
• Team Building & Development: Recruit, coach, and mentor a high‑performing remote customer success organization, fostering a culture of continuous learning and accountability.
• Process & Tool Optimization: Build scalable processes, playbooks, and automation workflows that streamline onboarding, adoption, renewal, and upsell activities.
• Data‑Driven Decision Making: Establish and monitor key performance indicators (KPIs) such as NPS, CSAT, churn rate, and Customer Lifetime Value (CLV). Leverage analytics to uncover insights, identify risks, and surface growth opportunities.
• Cross‑Functional Collaboration: Partner closely with Sales, Product, Marketing, and Finance to ensure a seamless customer journey and to translate customer feedback into product enhancements.
• Executive Reporting & Insight: Present quarterly and ad‑hoc reports to the executive team, highlighting trends, successes, and areas for improvement.
• Budget & Resource Management: Own the customer success budget, ensuring optimal allocation of resources and ROI on initiatives.
• Customer Advocacy & Voice: Champion the customer voice within brighthush, driving initiatives that elevate satisfaction and loyalty.
• Risk Management: Proactively identify at‑risk accounts, develop mitigation plans, and coordinate with relevant stakeholders to secure renewals and upsell opportunities.
• Continuous Improvement: Lead regular reviews of best practices, industry trends, and emerging technologies to keep brighthush at the forefront of customer success excellence.

Essential Qualifications

• 10+ years of progressive experience in customer success, account management, or related roles, with at least 5 years in a senior leadership capacity.
• Demonstrated success in designing and scaling customer success programs that drive measurable improvements in retention, upsell, and customer satisfaction.
• Strong background in consumer goods or a closely related industry, with a deep understanding of the customer lifecycle and market dynamics.
• Proficiency with customer success platforms (e.g., Gainsight, Totango, ChurnZero), CRM systems (e.g., Salesforce), and data analytics tools (e.g., Tableau, Power BI).
• Exceptional communication, negotiation, and stakeholder management skills, with a proven ability to influence executive audiences.
• Experience leading and developing remote teams, including coaching, performance management, and change leadership.
• Bachelor’s degree in Business, Marketing, or a related field; an advanced degree (MBA, MS) or equivalent experience in customer success leadership is highly desirable.

Preferred Qualifications

• Experience managing a global customer success organization across multiple regions.
• Track record of integrating customer success metrics into broader business KPIs and financial models.
• Hands‑on experience with customer journey mapping, NPS program design, and CSAT/CES initiatives.
• Familiarity with subscription‑based or SaaS business models and the associated revenue recognition principles.
• Proven ability to secure and grow enterprise‑level accounts through consultative selling and partnership building.

Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable customer success strategies.
• Data Analytics: Strong analytical mindset with the ability to interpret complex data sets and derive actionable insights.
• Leadership & Coaching: Inspiring leadership style that motivates teams, fosters collaboration, and drives high performance.
• Change Management: Expertise in leading organizational change, especially in remote and distributed environments.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless focus on delivering value.
• Communication: Clear, concise, and persuasive communication across all levels, from frontline staff to C‑suite executives.
• Project Management: Proven ability to manage multiple initiatives simultaneously, meeting deadlines and budgets.
• Financial Acumen: Understanding of budgeting, forecasting, and financial metrics related to customer success.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as vibrant as our product line. As Senior Vice President of Customer Success, you will:

• Shape the future of customer success across a rapidly expanding organization.
• Collaborate with senior leaders to influence product strategy, go‑to‑market plans, and corporate vision.
• Lead a global team, gaining exposure to diverse markets, cultures, and customer segments.
• Access continuous learning resources, including industry conferences, executive coaching, and internal knowledge hubs.
• Earn equity participation and performance‑based bonuses that reward your impact on the company’s success.

Work Environment & Culture at brighthush

brighthush thrives on a culture of inclusivity, innovation, and agility. Our remote‑first model empowers employees to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑functional workshops.
• Collaborative digital workspaces (Slack, Microsoft Teams, Miro).
• Regular virtual coffee chats and informal networking events.
• Transparent decision‑making processes that value every voice.
• A commitment to work‑life balance, with flexible hours and unlimited paid time off.

Compensation & Benefits

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

• Base salary commensurate with industry standards and role responsibilities.
• Performance‑based annual bonus tied to customer success metrics and company growth.
• Equity options that align your success with the company’s long‑term value.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible working arrangements.
• Professional development stipend and access to industry‑leading training platforms.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are passionate about elevating customer experience, driving retention, and leading a high‑impact team, we invite you to join brighthush. Please submit your resume, cover letter, and any relevant portfolio or case studies that showcase your achievements in customer success.