Senior Vice President of Customer Success – Driving Global Engagement, Retention, and Revenue Growth at brighthush

About brighthush

brighthush is a trailblazing HR‑Tech company that is redefining how organizations recognize, reward, and engage their people. With a clear mission to make recognition meaningful, habitual, and directly tied to business outcomes, we empower companies—from fast‑growing startups to Fortune 500 leaders—to transform their workforce into a high‑performing, highly engaged community. Our platform is trusted worldwide, and we are on a relentless pursuit of innovation, customer delight, and market leadership. As a remote‑first, culture‑centric organization, brighthush blends cutting‑edge technology with a people‑first philosophy to create a workplace where both employees and customers thrive.

Why This Role Matters

As the Senior Vice President of Customer Success, you will be the strategic architect of the entire post‑sale experience. Your vision and execution will directly influence customer satisfaction, retention, expansion, and ultimately the financial health of brighthush. You will partner with Sales, Marketing, Product, and Executive Leadership to create a seamless, scalable journey that turns every customer into a passionate advocate and a significant revenue driver. In short, you will turn customer success from a support function into a growth engine that fuels our mission and our bottom line.

Key Responsibilities

• Strategic Vision & Execution – Define, own, and evolve brighthush’s holistic Customer Success strategy, ensuring alignment with company goals and market dynamics. Continuously innovate the customer journey across onboarding, adoption, value realization, retention, expansion, and advocacy.
• Team Leadership & Scaling – Build, mentor, and scale a high‑performance Customer Success organization. Recruit top talent, foster a culture of accountability, continuous learning, and customer obsession, and develop career paths that keep the team engaged and retained.
• Value Realization & ROI – Partner with SVP Growth and Product to define measurable ROI metrics, demonstrate value to customers, and ensure that every engagement translates into tangible business outcomes.
• Cross‑Functional Alignment – Serve as the executive bridge between Sales, Marketing, Product, and Customer Success. Ensure a unified, consistent experience from pre‑sale to post‑sale, and collaborate on go‑to‑market strategies, product feedback loops, and advocacy programs.
• Revenue Growth & Expansion – Identify upsell, cross‑sell, and professional services opportunities. Work with Sales to refine Rules of Engagement and maximize revenue from the existing customer base.
• Voice of the Customer – Act as the strategic advocate for customers within Product and Engineering. Deliver data‑driven insights on pain points, feature requests, and adoption barriers to shape the roadmap.
• Executive Relationship Management – Build and maintain strategic relationships with C‑suite stakeholders. Navigate executive escalations with diplomacy and resolve complex issues to preserve trust.
• Operational Excellence – Champion continuous improvement, data‑driven decision making, and process optimization. Leverage technology to streamline workflows and increase team productivity.
• Financial Stewardship – Own the Customer Success budget, ensuring efficient resource allocation while maximizing impact and cost efficiency.
• Thought Leadership – Represent brighthush at industry events, conferences, and through content initiatives. Position the company as a leader in customer success best practices.

Key Performance Indicators (KPIs)

• Customer Value Realization & Growth
  • Time to Value (TTV)
  • Logo, Gross & Net Revenue Retention (NRR)
  • Customer Health Scores & Trends
  • Expansion & Upsell Revenue from existing accounts
• Operational Excellence & Organizational Health
  • Team Productivity & Efficiency
  • Forecast Accuracy for churn and expansion
  • Employee Engagement & Retention within the Customer Success organization
• Company‑Wide Impact
  • Annual Recurring Revenue (ARR) Growth
  • Gross Margins (through operational efficiency)
  • Market Share Growth (through advocacy and retention)

Essential Qualifications

• 8+ years of progressive leadership in Customer Success, Account Management, or post‑sales within a B2B SaaS environment.
• 3+ years in Director‑level or above roles, managing multi‑level teams (managers of managers) and scaling during high growth.
• Deep expertise in SaaS business models, customer lifecycle management, and proven tactics for retention, expansion, and advocacy.
• Experience in HR Tech, Employee Engagement, or Performance Management is highly preferred.
• Strategic business planning, financial management, and KPI development skills.
• Exceptional analytical, problem‑solving, and storytelling abilities for executive audiences.
• Proven track record of implementing diverse customer success models (high‑touch, tech‑touch, community‑led, managed services).
• Strong understanding of sales methodologies and their intersection with customer success.
• Adaptable, resilient, and resourceful in a fast‑paced, ambiguous startup environment.

Preferred Qualifications

• Experience leading global, distributed teams across multiple time zones.
• Background in data science or analytics, with proficiency in tools like Tableau, Looker, or Power BI.
• Published thought leadership or speaking experience at industry conferences.
• Knowledge of compliance and data privacy regulations relevant to HR tech.

Skills & Competencies

• Strategic Vision & Execution
• Team Building & Leadership
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Financial Acumen
• Cross‑Functional Collaboration
• Executive Communication
• Change Management
• Agility & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe in continuous growth—both for our customers and our people. As SVP of Customer Success, you will:

• Lead a high‑visibility function that directly impacts company revenue and market positioning.
• Collaborate with the CEO, COO, and other C‑suite leaders, gaining exposure to strategic decision‑making at the highest level.
• Shape the future of customer success in the HR tech industry, setting industry standards and influencing product direction.
• Mentor and develop the next generation of leaders within the Customer Success organization.
• Access to leadership development programs, executive coaching, and industry certifications.

Work Environment & Culture at brighthush

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency – Open communication, shared goals, and data‑driven insights.
• Innovation – A culture that encourages experimentation and rapid iteration.
• Inclusivity – Diverse teams, inclusive hiring practices, and a commitment to belonging.
• Work‑Life Balance – Flexible schedules, generous PTO, and a focus on mental well‑being.
• Regular virtual team events, hackathons, and cross‑departmental learning sessions.

Compensation & Benefits

Base Salary: $175,000 – $225,000 USD per year Variable Compensation: Target variable opportunity tied to individual and company performance.

Benefits include:

• Health, dental, and vision insurance (fully covered)
• 401(k) with company match
• Unlimited paid time off (PTO) and flexible work arrangements
• Professional development stipend and conference travel support
• Wellness programs: mental health resources, gym memberships, and wellness stipends
• Employee stock options (subject to eligibility and vesting schedule)
• Annual team retreats and off‑site events

How to Apply

If you are a visionary leader who thrives on turning customer success into a strategic growth engine, we want to hear from you. Join brighthush and help us shape the future of employee engagement worldwide. Submit your application through our careers portal and let’s build something extraordinary together.