Senior Vice President of Customer Success & Retention – Driving Growth, Satisfaction, and Strategic Partnerships in a Remote SaaS Environment

About brighthush

brighthush is a forward‑thinking, cloud‑native SaaS platform that empowers businesses to streamline operations, enhance customer engagement, and unlock data‑driven insights. With a global footprint and a mission to democratize technology, brighthush has rapidly become a trusted partner for enterprises across finance, healthcare, retail, and technology sectors. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to our customers. We celebrate diversity, encourage continuous learning, and reward bold ideas that push the boundaries of what’s possible.

Role Overview

As the Senior Vice President of Customer Success & Retention, you will be the strategic leader responsible for shaping and executing the customer success vision across the entire organization. You will partner with Sales, Product, Marketing, and Operations to create a seamless, end‑to‑end customer journey that drives adoption, expansion, and advocacy. Your influence will be felt at the executive level, as you translate data insights into actionable strategies that directly impact revenue growth and customer lifetime value.

Why This Role Matters

• Customer‑centric Growth Engine – Your initiatives will directly influence renewal rates, upsell opportunities, and net promoter scores.
• Strategic Leadership – You will shape the voice of the customer across the organization, ensuring that product roadmaps and business decisions reflect real‑world needs.
• Remote‑First Flexibility – Lead a high‑performing, distributed team while fostering a culture of accountability, transparency, and continuous improvement.

Key Responsibilities

• Strategic Leadership & Vision – Define and communicate a bold, data‑driven customer success strategy that aligns with brighthush’s overall business objectives.
• Team Building & Development – Recruit, mentor, and retain a world‑class Customer Success organization, including managers, analysts, and support specialists.
• Customer Journey Design – Architect the full lifecycle experience: onboarding, adoption, expansion, renewal, and advocacy, ensuring each touchpoint delivers measurable value.
• Performance Metrics & Analytics – Own the KPI framework (e.g., NPS, CSAT, churn, expansion revenue) and build dashboards that provide real‑time visibility to stakeholders.
• Data‑Driven Decision Making – Leverage customer data, usage patterns, and feedback to identify risk, uncover upsell opportunities, and inform product enhancements.
• Executive Reporting & Thought Leadership – Prepare and present quarterly business reviews, executive dashboards, and strategic recommendations to the C‑suite.
• Cross‑Functional Collaboration – Partner with Sales to align on account plans, with Product to advocate for customer‑centric features, and with Marketing to nurture community and advocacy programs.
• Process & Playbook Development – Build scalable playbooks, best‑practice guidelines, and automation workflows that elevate the customer experience.
• Revenue Growth & Retention – Drive renewal strategies, expansion plans, and churn mitigation initiatives that contribute directly to the company’s top line.
• Customer Advocacy & Community Building – Foster a vibrant community of brand ambassadors, case studies, and reference programs that amplify customer success stories.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, Client Services, or Account Management, with at least 5 years in a senior leadership role.
• Proven track record of building and scaling high‑performance customer success teams in a B2B SaaS environment.
• Deep understanding of customer lifecycle management, churn analytics, and expansion economics.
• Strong analytical mindset with proficiency in customer success platforms (e.g., Gainsight, Totango), CRM systems (Salesforce, HubSpot), and data visualization tools (Tableau, Looker).
• Exceptional communication, negotiation, and stakeholder management skills; comfortable presenting to C‑level executives and board members.
• Demonstrated ability to translate complex data into actionable insights that influence product strategy and revenue outcomes.
• Experience in creating and implementing playbooks, SOPs, and automation that drive operational efficiency.
• Strategic thinker with a passion for customer advocacy and a customer‑first mindset.

Preferred Qualifications

• Experience in the fintech, healthtech, or enterprise software sectors.
• Background in data science or analytics, with the ability to build predictive churn models.
• Knowledge of AI/ML applications in customer success.
• Prior experience leading remote or distributed teams across multiple time zones.
• Certified Customer Success Manager (CCSM) or similar credentials.

Skills & Competencies

• Strategic Vision & Execution – Ability to set long‑term goals and translate them into actionable plans.
• Leadership & Coaching – Proven ability to inspire, develop, and retain top talent.
• Data‑Driven Decision Making – Comfortable with metrics, dashboards, and data storytelling.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences.
• Cross‑Functional Collaboration – Skilled at building partnerships across Sales, Product, Marketing, and Operations.
• Change Management – Experience leading organizational change and process improvement initiatives.
• Financial Acumen – Understanding of revenue metrics, pricing models, and profitability.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market. You will:

• Lead a cross‑functional strategy that directly influences the company’s growth trajectory.
• Participate in executive leadership meetings and shape the company’s long‑term vision.
• Access to a robust learning ecosystem: internal workshops, external conferences, and a generous budget for certifications.
• Opportunity to mentor the next generation of leaders through formal coaching programs.
• Potential to transition into broader strategic roles such as Chief Customer Officer or Head of Growth.

Work Environment & Culture

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

• Weekly all‑hands meetings that keep the entire organization aligned.
• Monthly hackathons and innovation sprints that encourage experimentation.
• Open‑door policy with the executive team, ensuring your voice is heard.
• Regular team‑building retreats and virtual social events.
• Commitment to work‑life balance, with flexible hours and unlimited vacation.

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 senior leadership roles in the SaaS industry.
• Performance‑based equity and bonus structure tied to company and individual metrics.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and generous parental leave.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• State‑of‑the‑art home office stipend and tech support.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your resume and a cover letter outlining your vision for customer success and how you’ve driven measurable outcomes in previous roles. We’re excited to hear how you can help us create unforgettable experiences for our customers.

Apply now to join a team that values innovation, collaboration, and a relentless pursuit of excellence.