Senior Vice President of Customer Success & Support – Driving AI‑Powered Data Platform Growth, Retention, and Unparalleled Customer Experience Excellence at brighthush

About brighthush

brighthush is a trailblazer in the AI‑native data ecosystem, turning raw, unstructured information into actionable intelligence that powers enterprise decision‑making at scale. By blending state‑of‑the‑art AI agents with human expertise, we empower the world’s most influential organizations to generate, refine, and deploy data faster, more reliably, and with deeper insight than ever before. Our mission is simple yet ambitious: make data work for people, not the other way around. As we expand our global footprint, we are looking for visionary leaders who can build the next generation of customer success and support excellence, ensuring that every customer not only adopts our platform but thrives on it.

Why brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that is redefining how enterprises harness data. We invest heavily in cutting‑edge research, foster a culture of continuous learning, and reward bold ideas that accelerate customer value. If you thrive in an environment where strategy meets execution, where data science meets customer advocacy, and where your impact is measured in real‑world outcomes, brighthush is the place for you.

Role Overview

As the Senior Vice President of Customer Success & Support, you will be the chief architect of our post‑sales ecosystem. You will own gross and net dollar retention, customer satisfaction, and the quality of enablement and technical support that our enterprise customers receive. Your strategic vision will shape the coverage model, segmentation, service offerings, and investment plan required to support our growing customer base. You will also lead the day‑to‑day execution of renewals, global support, and the systems that power both.

Key Responsibilities

Retention & Renewals

• Own gross and net dollar retention targets for the installed base, ensuring that every customer’s journey is profitable and sustainable.
• Forecast renewals with precision using the same discipline applied to new business, and be accountable for the accuracy of that forecast.
• Manage the renewal cycle end‑to‑end, from early risk identification through commercial strategy, negotiation, and close.
• Establish a health‑scoring framework that flags at‑risk accounts at least one quarter in advance, assigns a named owner, and documents a clear action plan.
• Identify expansion opportunities across new teams, workloads, and use cases, partnering with Sales to drive revenue growth.

Customer Satisfaction & Advocacy

• Own customer satisfaction metrics (NPS, CSAT) at both the account and interaction levels, and act decisively on the insights you uncover.
• Build consistent feedback channels—surveys, executive business reviews, post‑escalation reviews—and close the loop with customers on tangible changes.
• Develop a referenceable customer base by collaborating with Marketing and Sales on case studies, speaking opportunities, and peer review sites.
• Establish a customer advisory board and user community that gives customers a direct voice in our roadmap and fosters peer collaboration.

Technical Support

• Lead the global support organization, ensuring SLA attainment, first‑response time, time‑to‑resolution, backlog management, and coverage planning.
• Serve as the executive point of contact for critical escalations, coordinating with Engineering through to resolution.
• Build knowledge‑management and self‑service resources so that ticket volume does not scale linearly with customer growth.
• Analyze recurring support themes and partner with Product and Engineering to address root causes.

Enablement & Adoption

• Own onboarding and enablement, designing plans, training programs, and milestones that bring new customers to production use quickly.
• Build a customer education program covering role‑based training, documentation, and self‑service content, enabling teams to operate the platform independently.
• Grow the number of trained, active users within each account, treating user proficiency and breadth of adoption as leading indicators for renewal and expansion.
• Monitor consumption and adoption patterns and intervene when usage declines or stalls.
• Define business outcomes for each customer, measure progress against them, and report results to customer executives.

Strategy & Organizational Design

• Define the post‑sales strategy, including coverage model, customer segmentation, and service offerings at each tier.
• Own the headcount and investment plan for Customer Success and Support, making the case to the executive team.
• Determine scaling levers—people, product, self‑service—and sequence investments as the business grows.
• Establish the metrics framework for the function and set targets that align with company goals.

Team & Operations

• Recruit, develop, and lead the Customer Success and Support organization, setting clear performance expectations and providing regular coaching.
• Implement playbooks, health scoring, success plans, and tooling required to deliver consistent results at scale.
• Run the operating cadence for the post‑sales organization, including renewal pipeline reviews, risk reviews, support metrics, and customer satisfaction reporting.
• Report on the state of the customer base to the executive team and the board.

Executive Engagement

• Build and maintain relationships with executive stakeholders across our enterprise accounts.
• Represent customer priorities internally and partner with Product, Engineering, Sales, and Field Engineering on roadmap decisions.

Key Success Metrics

• Gross and net dollar retention above 95% year‑over‑year.
• Customer satisfaction (CSAT) scores consistently above 90%.
• First‑response time (FRT) under 1 hour for Tier 1 and 4 hours for Tier 2.
• Time‑to‑resolution (TTR) below 24 hours for critical incidents.
• Adoption rate of new platform features within 3 months of release.

Essential Qualifications

• 10+ years of leadership in customer success, support, or post‑sales, with at least 5 years leading both customer success and support teams at a high‑growth B2B SaaS company.
• Direct accountability for retention targets (gross or net dollar retention) with demonstrable results.
• Hands‑on experience with renewals—forecasting, commercial negotiation, and closing.
• Experience leading a technical support function for enterprise customers, including SLA management and executive escalations.
• Background supporting enterprise customers on data, cloud, or AI platforms, with a working understanding of data engineering roles.
• Track record of building customer journeys, playbooks, and health‑scoring systems in a startup or high‑growth environment.
• Experience building a customer enablement or education program, including training, certification, and self‑service content for technical users.
• Demonstrated results improving customer satisfaction measures and building a base of referenceable customers.
• Experience designing a post‑sales operating model, including coverage, segmentation, and headcount planning, and scaling an organization through a significant growth stage.
• Comfort operating at both strategic and tactical levels—setting strategy with the executive team and working directly on individual accounts when needed.
• Strong analytical skills, with the ability to identify trends, diagnose root causes, and implement structural fixes.
• Excellent written and verbal communication skills, and the executive presence to engage senior stakeholders at enterprise customers.

Preferred Qualifications

• Experience in the AI or data analytics industry, particularly with AI‑native data platforms.
• Proficiency in using customer success platforms (e.g., brighthush) and support ticketing systems (e.g., brighthush).
• Background in building and scaling global support teams across multiple time zones.
• Experience with customer advisory boards and community building initiatives.
• Knowledge of data engineering best practices and the challenges faced by data teams in large enterprises.

Skills & Competencies

• Strategic Vision – Ability to translate customer insights into a scalable post‑sales strategy.
• Operational Excellence – Proven track record of building efficient processes, metrics, and tooling.
• Customer‑Centric Mindset – Deep empathy for customers and a relentless focus on delivering value.
• Leadership & Coaching – Talent for hiring, developing, and motivating high‑performing teams.
• Data‑Driven Decision Making – Strong analytical skills to interpret metrics and drive continuous improvement.
• Cross‑Functional Collaboration – Ability to partner with Product, Engineering, Sales, and Field Engineering to shape the product roadmap.
• Executive Presence – Confidence and poise when engaging with C‑suite executives and board members.

Career Growth & Learning Opportunities

At brighthush, you’ll have the chance to shape the future of AI‑native data platforms. You’ll work alongside world‑class product, engineering, and sales leaders, gaining exposure to cutting‑edge technology, strategic decision‑making, and global market dynamics. Our culture rewards curiosity: you’ll have access to internal learning tracks, external conferences, and a generous budget for certifications that keep you at the forefront of the industry.

We also believe in internal mobility. As the Senior Vice President of Customer Success & Support, you’ll be positioned to move into broader executive roles—Chief Customer Officer, Chief Operating Officer, or even Chief Executive Officer—depending on your ambition and the company’s evolving needs.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and results. Our distributed teams span North America, Europe, and Asia, and we operate on a culture of trust and transparency. We celebrate diversity, encourage open dialogue, and foster a collaborative atmosphere where every voice is heard. Our annual “Data & AI Summit” brings together customers, partners, and employees to share insights, celebrate wins, and co‑create the next wave of innovation.

Compensation, Perks, and Benefits

While specific numbers vary by experience and location, we offer a competitive base salary, performance‑based equity, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance (including telehealth services)
• Unlimited paid time off and flexible work arrangements
• Generous parental leave and family support programs
• Professional development stipend and tuition reimbursement
• Wellness programs, including gym memberships and mindfulness sessions
• Company‑wide profit‑sharing and annual bonuses tied to company and individual performance

How to Apply

If you are a visionary leader ready to drive customer success at the intersection of AI and data, we want to hear from you. Submit your resume, a cover letter outlining your most impactful customer success initiatives, and any relevant case studies or metrics that demonstrate your ability to deliver results.

Join brighthush and help us turn data into the most powerful catalyst for business transformation worldwide.