Senior Vice President of Customer Success – Driving Strategic Growth, Adoption, and Retention for a Leading SaaS Platform at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers businesses worldwide to unlock the full potential of their digital operations. With a portfolio of cutting‑edge solutions that streamline workflows, enhance customer engagement, and drive measurable ROI, we are at the forefront of the industry’s most transformative technologies. Our mission is simple: to help our clients thrive in a rapidly evolving digital landscape by delivering world‑class products, unparalleled support, and a culture that celebrates innovation, collaboration, and continuous learning.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that our people are our greatest asset. We foster an environment where curiosity is rewarded, ideas are shared freely, and every team member has the opportunity to shape the future of the company. As a remote‑first organization, we provide the flexibility to work from anywhere while maintaining a strong sense of community through regular virtual town halls, hackathons, and cross‑functional workshops. Our commitment to diversity, equity, and inclusion means that every voice is heard and every perspective is valued.

Role Overview

The Senior Vice President of Customer Success is a strategic leader who will own the end‑to‑end customer journey across our entire portfolio. This role is pivotal in ensuring that our clients not only achieve but exceed their business objectives through the adoption of our solutions. You will partner closely with Sales, Product, Finance, and Support to create a seamless experience that drives customer satisfaction, reduces churn, and unlocks expansion revenue. In addition, you will serve as the chief advocate for the customer within the executive leadership team, translating their needs into actionable insights that shape product strategy and company vision.

Key Responsibilities

• Strategic Growth & Adoption Leadership: Design and execute a comprehensive growth roadmap that aligns product adoption, customer happiness, and churn reduction with the company’s revenue targets. This includes setting quarterly OKRs, defining success metrics, and ensuring cross‑functional alignment.
• Data‑Driven Customer Insights: Build robust analytics frameworks to segment customers, track usage patterns, and surface actionable insights that inform product enhancements and upsell opportunities. Lead the development of a customer health score model that predicts renewal risk and identifies expansion prospects.
• Executive Stakeholder Management: Serve as the primary point of contact for senior and executive‑level customers, building trust and ensuring their strategic objectives are met. Conduct quarterly business reviews, deliver executive‑level dashboards, and facilitate strategic planning sessions.
• Team Enablement & Execution: Lead, mentor, and scale the Customer Success organization, fostering a culture of high performance, continuous improvement, and cross‑functional collaboration. Implement coaching programs, performance reviews, and career development plans.
• Vision & Strategy Communication: Translate the company’s vision into clear, actionable plans for the Customer Success, Sales, and Product teams, ensuring alignment and accountability. Own the customer success playbook and ensure it is consistently updated and disseminated.
• Financial & Operational Oversight: Partner with Finance to forecast renewal revenue, manage budgets, and optimize resource allocation for maximum ROI. Own the P&L for the Customer Success function and drive cost‑effective scaling.
• Product Advocacy & Feedback Loop: Act as the voice of the customer within the product roadmap, ensuring that new features and enhancements address real business needs. Facilitate cross‑functional workshops that translate customer pain points into product stories.
• Risk Management & Escalation: Proactively identify at‑risk accounts, develop mitigation plans, and lead crisis resolution to preserve customer trust. Own the escalation process and ensure timely resolution of high‑impact issues.

Essential Qualifications

• 10–15 years of progressive experience in customer‑facing roles, with a strong preference for senior leadership in Enterprise Sales, Customer Success, or Account Management.
• Proven track record of driving revenue growth through upsell, cross‑sell, and expansion initiatives in a B2B SaaS environment.
• Exceptional communication skills—both written and verbal—paired with the ability to deliver compelling presentations to C‑suite executives.
• Deep understanding of internet and web application technologies, coupled with a passion for staying ahead of industry trends.
• Highly organized, detail‑oriented, and adept at juggling multiple priorities in a fast‑paced, remote setting.
• Experience managing and scaling high‑performing teams across multiple geographies.

Preferred Qualifications

• Prior experience in a senior leadership role within a high‑growth SaaS company.
• Hands‑on experience with customer success platforms (e.g., Gainsight, Totango, ChurnZero).
• Data analytics proficiency—SQL, Tableau, or Power BI—enabling deep dives into customer behavior.
• Background in financial modeling and forecasting for subscription‑based businesses.
• Knowledge of industry‑specific regulations (e.g., GDPR, HIPAA) that impact customer data handling.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Centric Mindset: A relentless focus on delivering value and exceeding expectations.
• Leadership & Coaching: Inspiring teams to achieve ambitious goals and fostering a culture of growth.
• Analytical Acumen: Turning data into actionable insights that drive business decisions.
• Collaboration: Working seamlessly across Sales, Product, Finance, and Support to create a unified customer experience.
• Change Management: Leading organizational change initiatives with minimal disruption.
• Resilience & Adaptability: Thriving in a dynamic, fast‑moving environment and pivoting quickly when priorities shift.
• Influence & Negotiation: Building consensus among stakeholders and negotiating win‑win outcomes for customers and the company.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior VP of Customer Success, you will:

• Shape the strategic direction of the entire Customer Success organization and influence company‑wide strategy.
• Collaborate with the executive team to drive product strategy, go‑to‑market plans, and overall company vision.
• Mentor and develop future leaders, creating a legacy of high‑performing teams that continue to thrive after your tenure.
• Represent brighthush at industry conferences, webinars, and thought‑leadership initiatives, positioning yourself as a recognized authority in customer success.
• Access continuous learning resources—online courses, certifications, and internal knowledge hubs—to stay at the forefront of industry best practices.
• Participate in cross‑functional innovation labs that allow you to experiment with new ideas, technologies, and processes.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly virtual all‑hands meetings to celebrate wins and share updates.
• Monthly hackathons where cross‑functional teams prototype new ideas.
• Quarterly virtual retreats that combine team building with professional development.
• A transparent, merit‑based promotion system that rewards impact over tenure.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Access to a global network of peers, mentors, and industry experts.

Compensation & Benefits

While specific figures vary based on experience, the compensation package typically includes:

• Competitive base salary commensurate with senior leadership roles in the SaaS sector.
• Performance‑based bonus structure tied to customer renewal rates, expansion revenue, and team KPIs.
• Equity participation through ESOPs, aligning your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and flexible working hours to support work‑life balance.
• Professional development stipend and reimbursement for industry certifications.
• Access to a global network of peers, mentors, and industry experts.
• Wellness programs, including virtual fitness classes, mental health resources, and a wellness stipend.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your resume and a cover letter that highlights:

• Specific achievements in driving revenue growth and customer retention.
• Examples of strategic initiatives you’ve led that impacted product adoption.
• How you’ve built and scaled high‑performing teams in a remote environment.

Send your application to [email protected] or apply directly through our careers portal at brighthush.com/careers.

Join Us

At brighthush, we’re not just building software—we’re building relationships that transform businesses. If you’re a visionary leader with a passion for customer success, a knack for data‑driven strategy, and a desire to make a tangible impact, we want to hear from you. Apply today and help us shape the future of digital transformation.