Senior Vice President of Customer Success – Remote Executive Leader Driving Sustainable Growth, Retention, and Advocacy at brighthush – Transforming Employee Engagement & SaaS Success

About brighthush

brighthush is more than a SaaS platform; it’s a global movement that redefines how modern organizations celebrate, reward, and empower their most valuable asset: people. Since our founding in 2012, we have blended real‑time rewards, continuous feedback, and data‑driven insights into the everyday workflow of teams worldwide. Trusted by Fortune 500 enterprises, high‑growth startups, and everything in between, brighthush enables leaders to build cultures where every contribution is recognized, productivity soars, and employee turnover drops dramatically.

Our remote‑first culture spans the United States and beyond, uniting more than 200 talented professionals who share a passion for transparency, continuous learning, and measurable impact. Whether you’re a seasoned executive or an ambitious leader, you’ll find a place at brighthush where your voice is heard, your ideas are tested, and your growth is accelerated.

Position Overview

We are seeking a visionary Senior Vice President of Customer Success to architect and execute a holistic customer experience strategy that drives tangible ROI, fuels advocacy, and propels sustainable revenue growth. As a remote leader open to candidates across the USA, you will partner with the CEO, SVP Growth, and Product teams to shape the future of employee engagement, scale a high‑performing team, and embed a culture of excellence throughout the organization.

Why This Role Matters

• Directly influence top‑line growth by driving retention, upsell, and cross‑sell opportunities.
• Shape product evolution by translating customer insights into actionable roadmap items.
• Build a world‑class Customer Success organization that scales with brighthush’s rapid expansion.
• Represent brighthush on the world stage as a thought leader in employee engagement and SaaS success.

Key Responsibilities

• Strategic Leadership & Vision – Define and execute a forward‑looking Customer Success & Support strategy that aligns with brighthush’s overall business objectives and market dynamics. Continuously innovate the customer journey architecture across all lifecycle stages: onboarding, adoption, value realization, retention, expansion, and advocacy.
• Team Building & Scaling – Recruit, hire, and develop a multi‑tiered Customer Success team (managers, senior managers, and individual contributors). Foster a culture of accountability, continuous learning, and customer‑centricity that can scale alongside brighthush’s growth trajectory.
• Value Realization & ROI – Partner with SVP Growth and Product leadership to define, measure, and communicate the ROI delivered by brighthush’s solutions. Ensure customers can quantify and articulate the value they receive.
• Cross‑Functional GTM Alignment – Act as the executive liaison to Sales, Marketing, and Product Development, ensuring a seamless, consistent customer journey from pre‑sale through post‑sale. Collaborate on go‑to‑market strategies, product feedback loops, and advocacy programs.
• Revenue Generation & Expansion – Identify and capitalize on upsell, cross‑sell, and professional services opportunities. Work with Sales leadership to refine Rules of Engagement that maximize revenue from the existing customer base.
• Product‑GTM Feedback Loop – Serve as the strategic “voice of the customer” to Product and Engineering teams. Deliver data‑driven insights on customer needs, pain points, and opportunities to improve product experience, drive adoption, and enhance retention.
• Executive Relationship Management – Build and maintain strategic relationships with key customer stakeholders. Provide executive oversight for critical accounts and expertly navigate and resolve executive escalations.
• Operational Excellence – Champion continuous improvement, operational rigor, and predictable execution within the Customer Success organization. Leverage data and technology to optimize workflows and outcomes.
• Financial Stewardship – Own the Customer Success budget, ensuring efficient resource allocation and cost management while maximizing customer value and team performance.
• Thought Leadership – Represent brighthush at industry events, conferences, and through thought leadership initiatives, positioning the brand as a leader in employee engagement and SaaS success.
• Mentorship & Talent Development – Create a high‑performance culture by coaching managers, fostering career growth, and ensuring succession planning for key roles within the Customer Success organization.
• Data Governance & Analytics – Oversee the collection, analysis, and reporting of customer health metrics, ensuring data integrity and actionable insights for executive decision‑making.

Essential Qualifications

• 8+ years of progressive leadership experience in Customer Success, Account Management, or post‑sales functions within a B2B SaaS environment.
• 3+ years in Director‑level or above roles, with a proven track record of managing multi‑level teams (managers of managers) and scaling organizations during periods of significant growth.
• Deep expertise in SaaS business models, customer lifecycle management, and best practices for driving retention, expansion, and advocacy.
• Comprehensive understanding of relevant buyer personas and industry nuances across HR Tech, Employee Engagement, and Performance Management spaces.
• Proven expertise in strategic business planning, financial management (budget ownership), forecasting, and developing data‑driven KPIs that drive operational excellence and tangible business outcomes.
• Exceptional analytical and problem‑solving skills, with a demonstrated ability to translate complex data into actionable strategies and compelling narratives for executive audiences.
• Experience developing and implementing various customer success models (high‑touch, tech‑touch, community‑led, managed services) to optimize efficiency and impact.
• Strong understanding of sales methodologies and their strategic intersection with customer success motions to ensure seamless customer acquisition and growth.
• Adaptable, resilient, and resourceful, thriving in a dynamic, fast‑paced startup environment and able to navigate ambiguity with grace and strategic foresight.
• Strong preference for experience within the HR Tech, Employee Engagement, or Performance Management space.

Preferred Qualifications & Skills

• Experience leading Customer Success at a high‑growth SaaS company that has achieved Series C or later funding.
• Track record of building and scaling a Customer Success organization to 50+ direct reports.
• Proficiency with customer success platforms (e.g., our proprietary platform) and CRM systems (e.g., our proprietary CRM).
• Demonstrated ability to create and execute a customer advocacy program that drives referrals and case studies.
• Excellent communication skills, with the ability to present complex ideas to C‑suite executives and board members.
• Experience working in a remote‑first environment, managing distributed teams across multiple time zones.
• Familiarity with advanced analytics tools (e.g., Tableau, Looker, Power BI) and data‑driven decision frameworks.
• Strong background in change management, scaling processes, and implementing technology solutions that enhance customer experience.

Skills & Competencies for Success

• Strategic Visionary – Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Obsessed Mindset – Deep empathy for customers and a relentless focus on delivering value.
• Data‑Driven Decision Making – Proficiency in turning metrics into actionable insights.
• Leadership & Coaching – Talent for building high‑performing teams and nurturing future leaders.
• Cross‑Functional Collaboration – Proven track record of partnering with Sales, Marketing, Product, and Engineering.
• Financial Acumen – Experience managing budgets, forecasting, and driving cost efficiency.
• Change Management – Ability to lead organizational change and scale processes rapidly.
• Communication & Influence – Strong verbal and written communication skills, with the ability to influence at all levels.
• Innovation & Continuous Improvement – Passion for experimenting with new tools, processes, and customer engagement tactics.
• Resilience & Agility – Thrive under pressure, adapt quickly to shifting priorities, and maintain composure during uncertainty.

Career Growth & Learning Opportunities

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

• Own a critical function that directly influences revenue and growth, positioning you for future executive roles such as Chief Customer Officer or Chief Operating Officer.
• Mentor a high‑performing team, developing future leaders who will carry forward your legacy of excellence.
• Collaborate with cross‑functional leaders, gaining a holistic view of the business and deepening your strategic skill set.
• Drive product innovation through customer insights, ensuring you remain at the forefront of industry trends.
• Access executive coaching, industry conferences, and a network of thought leaders to accelerate your professional development.
• Participate in a structured leadership development program that includes mentorship, peer learning, and rotational projects across the organization.
• Earn certifications in customer success, product management, or data analytics through our generous learning stipend.

Work Environment & Culture at brighthush

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Transparency – Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Continuous Learning – Access to learning platforms, internal knowledge bases, and a generous budget for external courses and certifications.
• Diversity & Inclusion – A commitment to building a diverse workforce and inclusive environment where every voice is heard.
• Employee Well‑Being – Comprehensive health benefits, mental health resources, and a generous paid time off policy.
• Community & Impact – Opportunities to volunteer, participate in community events, and contribute to social impact initiatives.
• Innovation Hub – A collaborative space for brainstorming, rapid prototyping, and cross‑departmental hackathons.
• Recognition & Rewards – A real‑time rewards system that celebrates achievements, milestones, and cultural contributions.

Compensation & 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 SaaS leadership roles.
• Performance‑based bonus structure tied to customer metrics and company growth.
• Equity options that align your success with the long‑term value of brighthush.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and access to industry conferences.
• Well‑being stipend for gym memberships, meditation apps, or other wellness activities.
• Comprehensive relocation assistance for candidates relocating to the U.S. (if applicable).
• Annual company‑wide retreat and quarterly virtual team‑building events.

How to Apply

If you are a strategic thinker, customer‑obsessed leader, and ready to drive growth at a fast‑paced SaaS company, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the VP of Customer Success role at brighthush.

Join brighthush and help us transform the way organizations recognize, reward, and engage their most valuable asset: their people.