Senior Vice President of Customer Success & NRR Growth – Enterprise, Mid‑Market & SMB SaaS Leadership at brighthush

About brighthush

brighthush is a trailblazing SaaS company at the forefront of AI‑driven identity verification. Our mission is to empower businesses worldwide with secure, frictionless identity solutions that protect both people and digital assets. With a rapidly expanding customer base that spans Fortune 500 enterprises, dynamic mid‑market firms, and nimble SMBs, we are redefining how organizations verify identity in an increasingly digital world.

As we scale, we’re looking for a visionary leader who can elevate our Customer Success organization to new heights. If you thrive in a fast‑paced, data‑driven environment and are passionate about turning customer relationships into long‑term growth, brighthush invites you to join our mission.

Key Responsibilities

As the VP of Customer Success, you will be the strategic steward of our Net Revenue Retention (NRR) engine, ensuring that every customer journey translates into measurable growth. Your role will encompass:

• Own NRR and Growth Metrics – Define, track, and optimize NRR across all customer segments, turning insights into actionable plans.
• Build a Scalable CS Playbook – Design end‑to‑end processes, best practices, and playbooks that align with our product roadmap and customer expectations.
• Lead and Mentor a High‑Performing Team – Recruit, coach, and develop a diverse CS team that embodies brighthush’s values and delivers exceptional service.
• Collaborate Cross‑Functionally – Partner with Sales, Product, Engineering, and Marketing to create a seamless customer experience from onboarding to renewal.
• Drive Customer Advocacy – Cultivate a community of brand ambassadors through CSAT, NPS, and case study programs.
• Implement Advanced CS Tooling – Oversee the selection, integration, and optimization of CRM, CS, and analytics platforms to support data‑driven decision making.
• Strategic Forecasting & Budgeting – Develop accurate revenue forecasts, manage CS budgets, and ensure alignment with company financial goals.
• Champion Continuous Improvement – Lead initiatives that enhance operational efficiency, reduce churn, and increase upsell opportunities.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, Account Management, or related roles within SaaS, with at least 5 years in a leadership capacity.
• Proven track record of owning and improving NRR in a multi‑segment customer base (enterprise, mid‑market, SMB).
• Deep understanding of CS tooling ecosystems (e.g., Salesforce, HubSpot, Gainsight, Totango) and experience implementing or optimizing these platforms.
• Exceptional coaching and communication skills, with the ability to inspire teams and influence stakeholders at all levels.
• Strong analytical mindset – comfortable turning data into insights and actionable strategies.
• Experience building and scaling CS playbooks, processes, and frameworks that drive measurable results.
• Demonstrated ability to collaborate with Sales, Product, and Engineering to create a unified customer journey.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in AI, identity verification, or cybersecurity domains.
• Experience working in a high‑growth startup or scale‑up environment.
• Knowledge of enterprise contract negotiations and renewal processes.
• Experience with customer segmentation and tiered support models.
• Certifications in Customer Success (CSM, CSF) or related fields.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Change Management & Process Improvement
• Team Building & Talent Development
• Stakeholder Management & Cross‑Functional Collaboration
• Financial Acumen – Budgeting, Forecasting, and ROI Analysis
• Technical Proficiency – CRM, CS, and Analytics Platforms

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As VP of Customer Success, you will:

• Lead a high‑impact function that directly influences company revenue and strategic direction.
• Collaborate with the executive team, gaining exposure to product strategy, sales enablement, and corporate governance.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Drive innovation in CS practices, positioning you as a thought leader in the SaaS ecosystem.
• Enjoy a clear career ladder that can lead to Chief Customer Officer or other C‑suite roles.

Work Environment & Culture at brighthush

Our culture is built on transparency, agility, and a relentless focus on customer impact. You’ll find:

• A fully remote, distributed team spanning the United States, with flexible work hours that respect work‑life balance.
• Weekly all‑hands meetings, quarterly town halls, and a culture of open feedback.
• Collaborative tools (Slack, Zoom, Notion) that keep us connected and productive.
• A commitment to diversity, equity, and inclusion, with initiatives that celebrate different perspectives.
• Regular hackathons, learning sessions, and cross‑functional workshops that keep the team energized.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior SaaS leadership roles.
• Performance‑based equity or stock options that align your success with the company’s growth.
• Annual bonus tied to NRR and CS metrics.
• Generous paid time off (PTO) and flexible vacation policy.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) retirement plan with company match.
• Generous parental leave for both parents.
• Professional development stipend and conference reimbursement.
• Wellness programs, including mental health resources and virtual fitness classes.

Why Join brighthush?

At brighthush, you’ll be part of a mission that matters. Your work will directly protect billions of digital identities, safeguard businesses, and empower users worldwide. You’ll join a team that values curiosity, collaboration, and continuous improvement. If you’re ready to lead a high‑impact Customer Success organization, drive revenue growth, and shape the future of identity verification, we want to hear from you.

Apply Today

Ready to take the next step in your career? Click the link below to submit your application and become a pivotal part of brighthush’s journey to redefine identity verification.