Senior Vice President of Customer Success & Growth – Global Expansion, Retention, Advocacy, and Innovation Leader for Lien Resolution Technology at brighthush

About brighthush – Pioneering the Future of Lien Resolution

brighthush is more than a legal‑tech startup; it is a movement that is redefining how liens are managed, resolved, and monetized across the United States and beyond. By marrying deep legal expertise with cutting‑edge SaaS, we deliver a platform that automates document workflows, tracks payments in real time, performs compliance checks against state and federal regulations, and surfaces actionable insights through advanced analytics. Our mission is simple yet transformative: eliminate friction, reduce risk, and unlock value for every stakeholder in the lien ecosystem.

Why brighthush is a Game Changer

In an industry where speed, accuracy, and trust are paramount, brighthush stands out by delivering:

• Time‑to‑resolution reduced from weeks to days.
• Automated compliance checks against state and federal regulations.
• Actionable insights through advanced analytics and reporting.
• A seamless, transparent experience that boosts client satisfaction.

Our customers—attorneys, corporate legal departments, and financial institutions—rely on us to transform their lien workflows. As the Senior Vice President of Customer Success, you will be the catalyst that ensures every client not only achieves these outcomes but becomes a passionate advocate for brighthush.

The Role: Executive Leadership in Customer Success & Growth

In this executive role, you will own the entire post‑sale journey—from onboarding to expansion—creating a high‑value partnership that fuels revenue growth. You will be the strategic partner to the CEO, the Chief Customer Officer, and the entire executive team, translating brighthush’s vision into tangible customer outcomes. Your responsibilities will include:

• Transforming the customer experience into a predictable, scalable, advocacy‑driven engine.
• Building and mentoring a high‑impact team that champions customer success across all touchpoints.
• Driving data‑driven decision making, turning insights into actionable strategies that reduce churn and unlock expansion opportunities.
• Partnering with product, sales, finance, and marketing to align on pricing, packaging, and go‑to‑market initiatives.
• Championing a culture of continuous improvement, learning, and customer obsession that permeates every level of the organization.

Key Responsibilities

Strategic Leadership & Organizational Design

• Own the Customer Success strategy: Translate brighthush’s business objectives into actionable departmental goals and operating plans that align with product, sales, and finance.
• Build and mentor a high‑impact team: Lead two directors—Customer Success and Onboarding & Enablement—while creating clear career pathways and succession plans for future leaders.
• Design scalable processes: Develop coverage models, segmentation frameworks, escalation paths, and decision‑rights matrices that evolve with our growing customer base.
• Establish operating cadence: Define goal‑setting cycles, business reviews, forecast reviews, and executive reporting that keep the team aligned and accountable.
• Drive culture and values: Embed transparency, accountability, and customer obsession into every process, meeting, and communication.

Retention, Expansion & Portfolio Accountability

• Set and own KPI targets: Drive conversion, realization, and expansion rates in partnership with the Chief Customer Officer and Finance.
• Model portfolio health: Identify systemic retention risks and develop cross‑functional mitigation plans.
• Forecast renewals and expansions: Collaborate with Finance to produce accurate, data‑driven forecasts that inform executive decision‑making.
• Partner on pricing & packaging: Provide customer evidence to shape product pricing, renewal terms, and referral strategies.
• Champion upsell & cross‑sell initiatives: Work with product and sales to identify high‑value opportunities and execute on expansion playbooks.

Onboarding & Time‑to‑Value

• Standardize onboarding experiences: Work with the Onboarding & Enablement director to create packaged, measurable onboarding paths for standard, pilot, and custom engagements.
• Track early adoption: Define and monitor time‑to‑value metrics that become key performance indicators for the entire function.
• Ensure handoff quality: Own the sales‑to‑onboarding handoff process, setting success criteria and naming owners on both sides.
• Implement continuous improvement loops: Use feedback from new customers to refine onboarding content, training, and support.

Customer Experience & Engagement

• Define engagement models: Set touch cadence, business review standards, and escalation paths tailored to each customer segment.
• Serve as executive sponsor: Act as the senior escalation point for strategic relationships while ensuring routine issues resolve at the lowest appropriate level.
• Lead Voice of Customer: Build a structured program that captures feedback, translates it into prioritized product and leadership recommendations.
• Drive customer advocacy: Identify and nurture brand ambassadors, case study participants, and referral partners.

Process, Documentation & Enablement

• Maintain playbooks & SOPs: Oversee the creation, ownership, and review cadence of all operational documentation.
• Own brighthush configuration: Ensure data integrity across health, adoption, and lifecycle stages to support decision‑making.
• Enable continuous learning: Implement training programs that elevate team performance and embed best practices.
• Champion knowledge management: Build a central repository of resources, FAQs, and troubleshooting guides for both customers and internal teams.

Cross‑Functional Partnership

• Product collaboration: Provide adoption insights, roadmap input, and portal utilization data.
• Operations alignment: Work with Operations leadership to keep customer commitments and execution in sync.
• Sales partnership: Drive handoff quality, expansion signals, advocacy, testimonials, and referral generation.
• Marketing synergy: Partner on go‑to‑market enablement, collateral, case studies, and customer advisory initiatives.
• Vertical integration: Extend shared infrastructure to new business lines, avoiding duplicate functions.
• Legal & Compliance: Ensure all customer interactions meet regulatory and compliance standards across jurisdictions.

Essential Qualifications

• 7+ years in customer success, account management, or client services within B2B SaaS or tech‑enabled services.
• 5+ years leading a customer‑facing function through a growth stage, including managing at least one director.
• Proven track record of owning retention and expansion targets with robust reporting and forecasting.
• Experience building or revamping a Customer Success operating model—segmentation, coverage, health scoring, playbooks, business reviews, escalation paths, and documentation.
• Background in onboarding, implementation, or professional services within the customer lifecycle.
• Strong data fluency: ability to analyze reports, use AI tools for workflow design, and drive insights.
• Proficiency with CRM systems (brighthush) and reporting tools.
• Bachelor’s degree in business, law, or a related field.
• Experience in legal services, personal injury, or litigation‑adjacent technology is highly preferred.
• Willingness to travel up to 40%.

Preferred Qualifications & Competencies

• Strategic thinker with a hands‑on execution mindset.
• Exceptional communication skills—able to articulate complex ideas to executives, partners, and frontline teams.
• Leadership style that fosters collaboration, accountability, and continuous improvement.
• Comfortable with ambiguity—able to set direction independently and iterate based on data.
• Passion for customer advocacy and a deep understanding of the legal tech ecosystem.
• Experience leading high‑growth, remote‑first organizations.
• Proven ability to build and scale high‑performance teams across multiple geographies.

Skills & Competencies

• Strategic planning and execution across multiple functions.
• Advanced data analysis, reporting, and KPI development.
• Expertise in customer lifecycle management and health scoring.
• Strong coaching, mentoring, and talent development capabilities.
• Excellent stakeholder management and cross‑functional collaboration.
• Change management and process improvement expertise.
• Proficiency with AI‑driven workflow tools and CRM platforms.
• Effective negotiation and conflict resolution skills.
• Deep understanding of legal and compliance frameworks.
• Ability to thrive in a fast‑paced, remote‑first environment.

Career Growth & Learning Opportunities

At brighthush, your impact will be visible across the organization. You’ll shape the future of lien resolution technology, mentor the next generation of leaders, and influence product strategy. We invest heavily in professional development, offering:

• Leadership development programs tailored to senior executives.
• Access to industry conferences, webinars, and thought‑leadership events.
• Mentorship from seasoned executives in legal tech and SaaS.
• Cross‑functional rotation opportunities to broaden your skill set.
• Competitive equity packages that align your success with the company’s growth.

Work Environment & Culture

brighthush thrives on a culture of transparency, curiosity, and relentless customer focus. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep the entire team aligned.
• Monthly town‑hall sessions with the CEO and founders.
• Collaborative tools that enable real‑time communication and project tracking.
• A culture that celebrates wins, learns from failures, and continuously iterates.
• Community outreach initiatives that give back to the legal profession and the broader public.

Compensation, Perks & Benefits

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

• Base salary commensurate with senior executive roles in the SaaS and legal tech space.Apply for this job