Senior Vice President of Customer Success – Championing Customer Outcomes, Retention, and Expansion at brighthush

About brighthush

brighthush is a trailblazing SaaS platform that empowers businesses worldwide to streamline operations, unlock data insights, and accelerate growth. With a mission to deliver unparalleled value through innovation and customer-centricity, brighthush has rapidly become a trusted partner for enterprises across finance, healthcare, retail, and technology sectors. Our culture is built on transparency, collaboration, and a relentless focus on delivering measurable impact for our customers.

Why This Role Matters

As the Senior Vice President of Customer Success, you will be the strategic leader who transforms how brighthush engages with its customers. You will shape the vision, processes, and culture that drive adoption, expansion, and advocacy. Your influence will ripple across sales, product, and operations, ensuring that every customer interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Strategic Leadership: Define and execute a comprehensive customer success strategy that aligns with brighthush’s revenue and growth objectives.
• Team Management & Development: Build, mentor, and inspire a high-performing team of Customer Success Managers (CSMs), ensuring they have the tools, training, and support to excel.
• Customer Lifecycle Oversight: Own the end-to-end customer journey—from onboarding and adoption to expansion and renewal—creating seamless experiences that drive satisfaction.
• Data-Driven Decision Making: Leverage customer data, usage analytics, and feedback loops to identify trends, forecast risks, and recommend proactive interventions.
• Executive Reporting & Insight: Produce executive-level dashboards and reports that illuminate key metrics such as NPS, churn, expansion revenue, and CSAT.
• Cross-Functional Collaboration: Partner closely with Sales, Product, Marketing, and Operations to align customer success initiatives with broader business goals.
• Strategic Account Management: Participate in high-value customer meetings, championing the customer’s voice and uncovering upsell and cross-sell opportunities.
• Process & Playbook Development: Design scalable playbooks, best practices, and SOPs that standardize success workflows and elevate service quality.
• Revenue Growth Enablement: Work with the Revenue Operations team to identify expansion opportunities, support renewal negotiations, and contribute to the overall pipeline.
• Customer Advocacy & Community Building: Foster a community of brand ambassadors through case studies, user groups, and advocacy programs.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, Client Services, or Account Management, with at least 5 years in a senior leadership role.
• Proven track record of building and scaling customer success organizations in a B2B SaaS environment.
• Deep understanding of customer lifecycle management, churn mitigation, and expansion strategies.
• Strong analytical mindset with experience using CS platforms (e.g., Gainsight, Totango), CRM systems (Salesforce, HubSpot), and data visualization tools (Tableau, Looker).
• Exceptional communication, negotiation, and stakeholder management skills; comfortable presenting to C-level executives.
• Demonstrated ability to develop and implement scalable processes, playbooks, and performance metrics.
• Experience working in a remote-first organization and managing distributed teams.
• Strategic thinker with a customer-first mindset and a passion for continuous improvement.

Preferred Qualifications

• Background in fintech, healthcare, or enterprise software solutions.
• Experience with AI/ML-driven customer success tools.
• Knowledge of customer success frameworks such as the Customer Success Maturity Model.
• Proficiency in multiple languages or experience working with global customer bases.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Vision: Translate business goals into actionable customer success plans.
• Data Analysis: Turn complex data sets into clear, actionable insights.
• Customer Advocacy: Champion the customer’s voice across the organization.
• Project Management: Lead cross-functional initiatives with precision and agility.
• Change Management: Drive adoption of new processes and tools.
• Financial Acumen: Understand the financial impact of retention, expansion, and churn.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As VP of Customer Success, you will:

• Lead a high-impact team that directly influences company revenue and customer satisfaction.
• Collaborate with executive leadership to shape product strategy and market positioning.
• Participate in industry conferences, webinars, and thought leadership initiatives.
• Access to continuous learning resources, including certifications in customer success, data analytics, and leadership.
• Opportunity to mentor future leaders and contribute to brighthush’s culture of growth.

Work Environment & Culture at brighthush

brighthush thrives on a culture of autonomy, innovation, and inclusivity. Key highlights include:

• Fully remote work model with flexible hours to support work-life balance.
• Collaborative, cross-functional teams that value diverse perspectives.
• Transparent communication channels and regular all-hands updates.
• Commitment to employee well-being through wellness programs, mental health resources, and virtual social events.
• Recognition programs that celebrate achievements and milestones.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior leadership roles.
• Performance-based bonuses tied to customer success metrics and company objectives.
• Equity or stock options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget and access to industry conferences.
• Wellness stipend, virtual fitness classes, and mental health support.

How to Apply

If you are a visionary leader who thrives on turning customer challenges into growth opportunities, we invite you to join brighthush. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Let’s build a future where every customer success story is a testament to innovation and partnership.

We look forward to exploring how your expertise can elevate brighthush’s customer experience to new heights.