Senior Vice President of Customer Success & Retention Strategy – Global Enterprise SaaS Leadership & AI‑Driven Growth Champion

About brighthush

brighthush is a trailblazing SaaS platform that redefines how businesses verify, engage, and retain their customers. Our mission is to unlock the full value of every customer interaction by combining cutting‑edge identity verification, AI‑driven insights, and a customer‑centric culture. We serve enterprises across retail, travel, hospitality, AI/Tech, and consumer services, helping them achieve unprecedented growth and lasting loyalty. With a global footprint spanning the United States, EMEA, and beyond, we partner with some of the world’s most respected brands. At brighthush, customer success is not just a function—it’s a strategic partnership that fuels revenue, drives innovation, and creates lasting loyalty.

Why Join brighthush?

As a leader in the customer success arena, you’ll be at the forefront of a company that is redefining how businesses build trust and value with their customers. We offer a dynamic, inclusive environment where ideas are celebrated, data drives decisions, and every team member is empowered to make an impact. If you thrive on solving complex challenges, leading high‑performing teams, and leveraging AI to unlock new growth opportunities, brighthush is the place for you.

Key Responsibilities

Commercial Ownership & Strategic Vision

• Own and exceed Gross Retention Rate (GRR) and Net Retention Rate (NRR) targets across all customer segments.
• Translate business objectives into actionable strategies that drive expansion, upsell, and cross‑sell opportunities.
• Develop and refine long‑term customer success roadmaps that align with company growth plans.

AI & Tooling Leadership

• Champion the adoption of AI‑powered CS agents, predictive churn models, conversation intelligence, and automated playbooks.
• Ensure seamless integration of these tools into the CS workflow to scale capacity and enhance customer health.
• Collaborate with engineering and data science to iterate on AI models and maintain high accuracy.

Customer Segmentation & Lifecycle Design

• Develop and refine segmentation frameworks that align with business goals.
• Design lifecycle programs that nurture customers from onboarding to renewal, ensuring each touchpoint delivers measurable value.
• Implement health scoring and proactive outreach strategies to mitigate churn risk.

Team Building & Coaching

• Recruit, mentor, and develop a global CS team that excels in customer advocacy, product expertise, and commercial acumen.
• Foster a culture of continuous learning, high accountability, and data‑driven performance.
• Implement structured coaching programs, career ladders, and succession planning.

Enterprise Engagement & Revenue Growth

• Partner with Sales and Revenue Operations to co‑create unified roadmaps for enterprise accounts.
• Drive expansion revenue by identifying and executing on upsell, cross‑sell, and renewal opportunities.
• Negotiate and close complex, multi‑stakeholder commercial agreements ranging from six to seven figures.

Global Expansion & Regional Partnerships

• Collaborate with EMEA and other regional leaders to scale the CS organization, ensuring consistent service quality and local market relevance.
• Adapt global strategies to meet regional compliance, cultural, and market nuances.

Customer Programs & Advocacy

• Work with Customer Marketing to launch nurture campaigns, advisory boards, Net Promoter Score initiatives, and other advocacy programs that reinforce customer loyalty.
• Leverage customer success stories to support sales and marketing efforts.

Continuous Improvement & Process Optimization

• Lead initiatives to refine processes, playbooks, and OKRs.
• Use data to drive forecasting accuracy and operational excellence.
• Champion a culture of experimentation and rapid iteration.

Cross‑Functional Leadership

• Serve as the CS voice in product, marketing, sales, and finance.
• Align CS initiatives with broader company strategy to maximize customer experience and revenue impact.

Change Management & Value Realization

• Guide the CS team and customers through change initiatives.
• Equip CSMs to become trusted advisors who articulate ROI and strategic value.

Metrics & Forecasting Ownership

• Own all CS metrics, from health scores to NPS, and deliver transparent, data‑driven forecasts that inform executive decision‑making.
• Establish robust reporting frameworks and dashboards for real‑time visibility.

Mid‑Market Strategy Development

• Design scalable, tech‑touch, AI‑assisted retention strategies for mid‑market customers, ensuring consistent growth across all tiers.
• Balance automation with personalized engagement to meet diverse customer needs.

Essential Qualifications

• 8+ years of senior leadership experience in enterprise B2B SaaS Customer Success, with a proven record of delivering >90% GRR and >115% NRR.
• Demonstrated success building, scaling, and managing distributed CS teams across the US and EMEA/UK markets.
• Deep experience in enterprise verticals such as Retail, AI/Tech, Travel, Consumer Services, and Hospitality.
• Track record of negotiating and closing complex, multi‑stakeholder commercial agreements ranging from six to seven figures.
• Expertise in AI‑enabled CS transformation, including predictive analytics, automated playbooks, and agentic tooling.
• Strong partnership skills with Revenue Operations, Marketing, and Sales to execute unified GTM strategies.
• Operational discipline in retention and expansion methodologies, CRM systems (Salesforce), conversation intelligence (Gong), and reporting tools.

Preferred Qualifications

• Background in Martech or related technology sectors.
• Experience leading CS in a high‑growth, venture‑backed environment.
• Proficiency in data‑driven forecasting, OKR setting, and performance analytics.
• Hands‑on experience with AI platforms such as GPT‑based agents or similar.
• Track record of building inclusive, high‑performing teams that thrive in a remote or hybrid setting.

Core Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• AI & Automation Literacy
• Customer‑Centric Leadership
• Cross‑Functional Collaboration
• Change Management & Transformation
• Financial Acumen & Forecasting
• People Development & Coaching
• Communication & Executive Presence

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. As VP of Customer Success, you will:

• Lead a global CS organization and influence company‑wide strategy.
• Collaborate with C‑suite leaders to shape product roadmap and go‑to‑market plans.
• Gain exposure to AI research, data science, and product innovation teams.
• Participate in executive leadership development programs and industry conferences.
• Mentor the next generation of CS leaders through formal coaching and knowledge sharing.

Work Environment & Culture

brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. We celebrate diversity, encourage open dialogue, and reward bold ideas. Our remote‑first approach gives you the flexibility to work from anywhere while staying connected through regular virtual town halls, hackathons, and team‑building events. We foster an environment where experimentation is encouraged, learning is continuous, and success is celebrated collectively.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior CS leaders.
• Performance‑based bonus tied to GRR, NRR, and expansion targets.
• Equity options that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend, conference attendance, and certification support.
• Wellness programs, mental health resources, and employee assistance programs.

How to Apply

If you are a visionary leader ready to drive customer success at scale, we invite you to join our mission. Submit your application through our careers portal, and let’s explore how your expertise can help brighthush set new industry standards.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based on merit, competence, and business needs.

Important Notice

All official communications regarding this role will originate from email addresses ending in @brighthush.com. Please be vigilant against phishing attempts and report any suspicious activity to our HR team immediately.

We look forward to welcoming a new leader who shares our passion for customer success and innovation. Apply today and help shape the future of customer engagement at brighthush!