Senior Vice President of Customer Success & Growth – Driving Customer Experience, Retention, and Expansion in a Fast‑Paced SaaS Environment

About brighthush

brighthush is a trailblazing SaaS platform that empowers businesses worldwide to streamline operations, enhance customer engagement, and unlock data‑driven insights. With a mission to democratize technology, brighthush delivers cutting‑edge solutions that help companies of all sizes thrive in an increasingly digital marketplace. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to our customers. As we scale, we’re looking for visionary leaders who can shape the future of customer success and drive sustainable growth.

Why This Role Matters

As the Senior Vice President of Customer Success & Growth, you will be the strategic architect behind every customer’s journey with brighthush. Your leadership will ensure that our customers not only adopt our platform but also achieve measurable business outcomes, leading to higher satisfaction, lower churn, and increased revenue through upsells and expansions. This role sits at the intersection of product, sales, and operations, making it pivotal to aligning customer feedback with our roadmap and business priorities.

Key Responsibilities

• Strategic Leadership: Define and execute a comprehensive customer success strategy that aligns with brighthush’s growth objectives and product vision.
• Team Building & Mentorship: Recruit, develop, and scale high‑performing customer success teams across regions, fostering a culture of continuous learning and accountability.
• Customer Lifecycle Management: Oversee end‑to‑end processes—from onboarding and adoption to renewal and expansion—ensuring a seamless experience for all customers.
• Data‑Driven Decision Making: Implement robust health‑score models, churn‑prediction analytics, and satisfaction surveys to proactively identify risks and opportunities.
• Cross‑Functional Collaboration: Partner closely with Sales, Product, and Operations to translate customer insights into product enhancements, pricing strategies, and operational efficiencies.
• Process & Tool Optimization: Design and standardize workflows, reporting frameworks, and best‑practice playbooks that enable scalability and consistency across the organization.
• Escalation Management: Lead the resolution of high‑impact escalations, turning challenges into opportunities for deeper customer relationships.
• Financial Stewardship: Own the customer success budget, forecast renewal revenue, and collaborate with finance to set realistic targets and KPIs.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer conferences, positioning the company as a leader in customer success excellence.

Essential Qualifications

• 10+ years of progressive experience in customer success, account management, or related roles within SaaS or technology companies.
• Proven track record of driving customer satisfaction (CSAT), Net Promoter Score (NPS), and retention metrics in a high‑growth environment.
• Strong leadership background with experience building, coaching, and scaling customer‑facing teams of 20+ individuals.
• Deep understanding of customer lifecycle stages, adoption curves, and expansion strategies.
• Exceptional analytical skills: ability to interpret complex data sets, derive actionable insights, and present findings to senior stakeholders.
• Excellent communication and presentation skills, with a knack for influencing cross‑functional teams and executive leadership.
• Hands‑on experience with customer success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and analytics tools (e.g., Tableau, Looker).
• Strategic mindset: ability to translate customer feedback into product roadmap priorities and business initiatives.

Preferred Qualifications

• Experience in a high‑velocity startup or scale‑up environment, navigating rapid growth and evolving customer needs.
• Background in enterprise‑level SaaS solutions, managing complex, multi‑tiered accounts.
• Knowledge of industry‑specific regulations or compliance frameworks relevant to brighthush’s customer base.
• Advanced degree (MBA, MS in Business Analytics, or related field) is a plus.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data Analysis & KPI Management
• Team Development & Coaching
• Change Management & Process Improvement
• Stakeholder Management & Influence
• Project Management & Execution Excellence
• Financial Acumen & Budgeting
• Adaptability & Resilience in Fast‑Changing Environments

Career Growth & Learning Opportunities

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

• Lead cross‑functional initiatives that shape the company’s strategic direction.
• Mentor the next generation of customer success leaders, building a legacy of excellence.
• Participate in executive leadership meetings, influencing company‑wide decisions.
• Access to continuous learning programs, including leadership workshops, industry certifications, and conference sponsorships.
• Opportunity to transition into broader executive roles such as Chief Customer Officer or Chief Operating Officer.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere while staying connected through weekly virtual town halls, team‑building retreats, and real‑time collaboration tools. We celebrate diversity, encourage innovation, and reward results. At brighthush, you’ll find:

• Transparent communication channels and open feedback loops.
• A collaborative atmosphere where cross‑departmental projects thrive.
• Flexible work hours that respect work‑life balance.
• Regular hackathons and innovation sprints that keep the team energized.
• Recognition programs that celebrate both individual and team achievements.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior leadership roles.
• Performance‑based bonus structure tied to customer success metrics and company growth.
• Equity or stock‑option plan to align your success with the company’s long‑term value.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and flexible vacation policy.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building events.

How to Apply

Ready to shape the future of customer success at brighthush? Submit your resume and a cover letter detailing your vision for customer success strategy and how you’ve driven measurable impact in previous roles. We’re excited to learn how you can help our customers thrive and our business grow.

Apply now to join a forward‑thinking team that values innovation, collaboration, and customer obsession. Let’s build the next chapter of brighthush together.