Senior Vice President of Customer Success & Growth – Championing Retention, Expansion, and Strategic Partnerships to Drive Sustainable Revenue and Long‑Term Advocacy at brighthush

About brighthush

brighthush is a purpose‑driven SaaS platform that empowers nonprofits, public education institutions, healthcare providers, associations, and government‑adjacent teams to govern with clarity, accountability, and measurable impact. By consolidating board preparation, meetings, approvals, decisions, documents, assignments, and follow‑through into a single, intuitive system, brighthush transforms how leaders collaborate, make decisions, and deliver results. Our customers rely on us to keep their governance processes transparent, compliant, and efficient, freeing them to focus on the people and programs that matter most.

Why This Role Matters

In the fast‑moving world of mission‑driven technology, customer success is the engine that turns a great product into a sustainable business. As brighthush accelerates its growth trajectory, the Senior Vice President of Customer Success & Growth will own the entire customer journey—from onboarding to renewal—and will be responsible for turning every interaction into an opportunity for deeper partnership. By designing segmentation, coverage, and account‑management strategies that align with our evolving customer base, you will unlock new revenue streams, reduce churn, and elevate the overall health of our portfolio.

Key Responsibilities

• Lead the Customer Success, Support, and Services Functions – Build a high‑performing team that delivers exceptional value at every touchpoint, from first‑contact support to strategic advisory.
• Own Retention & Expansion – Drive net revenue retention (NRR) through proactive health monitoring, risk mitigation, and upsell strategies that align with business objectives.
• Design & Implement a Customer Lifecycle Engine – Create a repeatable process that spans sales handoff, onboarding, adoption, renewal, expansion, and advocacy, ensuring a seamless experience for every customer.
• Develop Segmentation & Coverage Models – Analyze customer needs, potential, complexity, and strategic fit to craft scalable yet personalized engagement plans that maximize value.
• Build Strategic Account Capabilities – Establish account‑management frameworks that deepen relationships with high‑value customers, turning them into brand ambassadors.
• Accelerate Onboarding & Implementation – Reduce time‑to‑value by refining training, implementation, and support workflows, and by leveraging data‑driven insights to anticipate obstacles.
• Implement Early‑Risk Identification – Deploy data‑driven dashboards and AI tools to flag churn risk and proactively address it before it escalates.
• Partner with Sales, Product, Marketing, and Leadership – Translate customer insights into product enhancements, packaging, messaging, and company strategy, ensuring a unified vision.
• Leverage AI & Automation – Integrate intelligent tools to personalize experiences, boost team productivity, and scale the customer journey without sacrificing quality.
• Recruit, Coach, & Retain Talent – Build a diverse, high‑energy team that thrives in a collaborative, mission‑driven environment, and foster a culture of continuous learning.

Essential Qualifications

• 10+ years of progressive experience in B2B SaaS customer success, support, or services, with at least 5 years in a senior leadership role.
• Proven track record of improving NRR, churn, adoption, and expansion metrics in a high‑growth SaaS company.
• Experience designing and executing customer segmentation, coverage, and account‑management strategies for a diverse portfolio.
• Deep understanding of SaaS customer economics—gross and net revenue retention, churn, cost to serve, and expansion revenue.
• Hands‑on leadership style: comfortable moving from executive strategy to detailed customer interactions.
• Strong analytical mindset: ability to interpret dashboards, uncover root causes, and translate data into action.
• Excellent cross‑functional collaboration skills, with a history of partnering with Sales, Product, Marketing, and Finance.
• Experience with AI/automation tools that enhance customer intelligence and operational efficiency.
• Background working with nonprofit, public sector, education, healthcare, or association customers is a plus.

Preferred Qualifications

• Experience scaling customer success organizations from 100 to 1,000+ accounts.
• Background in building strategic account teams that manage enterprise‑level relationships.
• Familiarity with modern customer success platforms and CRM systems.
• Strong storytelling ability to communicate customer insights to executive leadership.
• Demonstrated success in implementing AI‑driven personalization and predictive analytics.

Skills & Competencies

• Strategic Vision & Execution
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Team Leadership & Talent Development
• Cross‑Functional Collaboration
• Change Management & Process Improvement
• Financial Acumen & Budget Management
• AI & Automation Literacy
• Exceptional Communication & Presentation Skills

Career Growth & Learning Opportunities

At brighthush, your growth is as important as our customers’ success. You will:

• Lead a high‑impact function that directly influences company revenue and strategic direction.
• Collaborate with C‑suite executives, shaping product strategy, go‑to‑market plans, and company culture.
• Mentor and develop a team of customer leaders, building a legacy of excellence.
• Participate in industry conferences, thought‑leadership panels, and professional development programs.
• Explore cross‑functional projects that broaden your skill set and expand your influence across the organization.

Work Environment & Culture

brighthush is built on collaboration, curiosity, and ambition. Our culture is defined by:

• Transparent communication and open feedback loops.
• Data‑driven decision making paired with a deep respect for customer stories.
• Commitment to continuous learning and experimentation.
• Inclusive, diverse, and supportive workplace where every voice matters.
• Flexibility to work remotely or from our vibrant headquarters, with a focus on results over hours.

Compensation & Benefits

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

• Base salary commensurate with senior leadership in the SaaS industry.
• Performance‑based equity and bonus opportunities tied to company and customer metrics.
• Unlimited paid time off and 11 recognized holidays.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan with employer match.
• Paid parental leave and flexible family‑support policies.
• Home‑office stipend and technology allowance.
• Annual team offsite, quarterly retreats, and a sabbatical after three years.
• Charitable‑donation matching and dedicated time to serve on a board.

How to Apply

If you are a strategic, data‑driven leader who thrives on building high‑performing customer teams and turning insights into action, we want to hear from you. Join brighthush and help us redefine how mission‑driven organizations govern, collaborate, and achieve lasting impact.

Ready to make a difference? Apply now and become a pivotal part of brighthush’s journey to empower boards worldwide.