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

Why brighthush? A World‑Changing Mission

At brighthush, we believe that everyday moments can be transformed by thoughtful, high‑quality products. From the moment a customer opens a brighthush package to the last sip of our signature beverage, we strive to deliver an experience that feels personal, purposeful, and unforgettable. Our commitment to sustainability, community engagement, and relentless innovation has positioned us as a leader in the consumer‑goods arena. As we expand our footprint across the globe, we’re looking for a visionary leader who can elevate our customer success function to new heights.

Position Overview

As the Senior Vice President of Customer Success, you will be the strategic architect of every customer interaction. Your role will bridge the gap between our customers, sales, product, and executive teams, ensuring that each touchpoint not only meets but exceeds expectations. You will build a world‑class remote customer success organization, develop scalable processes, and embed a culture of data‑driven decision making. If you thrive on turning customer insights into growth opportunities and have a proven track record of scaling high‑performance teams, we want you on our side.

Key Responsibilities

• Strategic Vision & Execution: Craft a forward‑looking customer success strategy that aligns with brighthush’s growth objectives, market positioning, and long‑term vision.
• Team Leadership & Development: Recruit, coach, and inspire a distributed team of Customer Success Managers, Analysts, and Support Specialists. Foster a culture of continuous learning, accountability, and high performance.
• Process & Tool Optimization: Design scalable onboarding, adoption, renewal, and upsell playbooks. Leverage automation and AI to streamline workflows and reduce manual effort.
• Data‑Driven Insight: Own the KPI ecosystem—NPS, CSAT, churn, CLV, and more. Use analytics to uncover trends, predict risk, and surface growth opportunities.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Finance to create a seamless customer journey and translate feedback into product enhancements.
• Executive Reporting: Deliver quarterly and ad‑hoc insights to the executive team, highlighting successes, challenges, and strategic recommendations.
• Budget & Resource Stewardship: Manage the customer success budget, ensuring optimal allocation of resources and a strong ROI on initiatives.
• Customer Advocacy: Champion the customer voice within brighthush, driving initiatives that elevate satisfaction, loyalty, and brand advocacy.
• Risk Management: Proactively identify at‑risk accounts, develop mitigation plans, and coordinate with stakeholders to secure renewals and upsell opportunities.
• Continuous Improvement: Stay ahead of industry trends, emerging technologies, and best practices 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 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: Translate business goals into actionable customer success strategies.
• Data Analytics: Interpret complex data sets and derive actionable insights.
• Leadership & Coaching: Inspire teams, foster collaboration, and drive high performance.
• Change Management: Lead organizational change, especially in remote and distributed environments.
• Customer‑Centric Mindset: Deep empathy for customers and relentless focus on delivering value.
• Communication: Clear, concise, and persuasive communication across all levels.
• Project Management: Manage multiple initiatives simultaneously, meeting deadlines and budgets.
• Financial Acumen: Understand 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.

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