Strategic Head of Customer Experience & Retention – Driving Loyalty, Engagement, and Revenue Growth at brighthush

About brighthush

brighthush is a trailblazing wellness platform that blends the joy of puppy companionship with the discipline of yoga and Pilates. Operating across select U.S. and Canadian cities, we offer a unique blend of puppy yoga and wellness classes that elevate mental health, foster community, and create unforgettable experiences. Our mission is simple: to bring light, laughter, and mindful movement into everyday life. As a high‑growth startup, we thrive on innovation, data‑driven decision making, and a culture that values creativity, collaboration, and continuous learning.

Why Join brighthush?

At brighthush, you’ll be part of a passionate team that is redefining the wellness industry. We empower our employees to experiment, learn, and grow. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find:

• Dynamic projects that impact real customers and shape the future of wellness.
• A flat hierarchy that encourages open communication and rapid feedback.
• Flexible remote work from Toronto, Ontario, with a fully equipped home office stipend.
• Competitive compensation, generous paid time off, and a comprehensive benefits package.
• Opportunities to lead cross‑functional initiatives and mentor junior team members.

Job Overview

We are seeking a visionary Head of Customer Experience & Retention to lead our customer‑centric initiatives, drive loyalty, and unlock revenue growth. In this role, you will build and scale a high‑performing customer experience team, develop data‑driven strategies, and champion a culture of continuous improvement. You will partner with product, marketing, and finance to align customer insights with business objectives.

Key Responsibilities

• Team Leadership & Development: Recruit, coach, and inspire a diverse team of customer success managers, support specialists, and data analysts. Foster a collaborative environment that encourages professional growth and high engagement.
• Retention & Revenue Growth: Design and execute retention programs that increase customer lifetime value. Leverage upsell and cross‑sell opportunities while maintaining a customer‑first mindset.
• Customer Feedback & Voice: Implement robust feedback loops, including NPS, CSAT, and qualitative surveys. Translate insights into actionable improvements across the customer journey.
• Process & Tool Optimization: Oversee the selection, implementation, and continuous improvement of CRM systems, help desk platforms, and analytics dashboards. Ensure seamless integration with marketing automation and billing systems.
• Data‑Driven Decision Making: Build and maintain KPI dashboards. Use data to identify trends, forecast churn, and measure the impact of initiatives.
• Cross‑Functional Collaboration: Partner with product, marketing, finance, and operations to align customer experience with company strategy. Represent the customer’s voice in executive meetings.
• Strategic Planning: Develop a 3‑year customer experience roadmap that supports brighthush’s growth targets and brand positioning.
• Compliance & Quality Assurance: Ensure all customer interactions comply with privacy regulations and internal quality standards.

Essential Qualifications

• Minimum 3 years of progressive experience in customer experience, retention, loyalty, or customer success roles.
• Proven track record managing a customer‑facing team and scaling operations.
• Deep familiarity with CRM platforms (e.g., Salesforce, HubSpot, Zendesk) and customer service tools.
• Strong analytical skills: ability to interpret data, build dashboards, and derive actionable insights.
• Excellent project management abilities, with a history of delivering initiatives on time and within budget.
• Exceptional communication skills—both written and verbal—across all stakeholder levels.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in the wellness, hospitality, or tourism sectors.
• Background in subscription‑based or SaaS business models.
• Knowledge of data privacy regulations (GDPR, PIPEDA).
• Hands‑on experience with customer journey mapping and service design.
• Leadership experience in a high‑growth startup environment.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset
• Data Analysis & KPI Management
• Process Improvement & Change Management
• Team Building & Talent Development
• Stakeholder Management & Influencing
• Problem‑Solving & Decision Making
• Adaptability & Resilience in Fast‑Paced Environments

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our business. As Head of Customer Experience, you will:

• Lead a high‑impact function that directly influences revenue and brand perception.
• Collaborate with senior executives, gaining exposure to strategic decision making.
• Mentor and develop a team of future leaders.
• Participate in industry conferences, workshops, and training programs.
• Contribute to product roadmap discussions, shaping the next generation of wellness offerings.

Work Environment & Culture

Our culture is built on the pillars of innovation, empathy, and community. We celebrate successes, learn from failures, and support each other’s growth. Remote work is the norm, but we also host quarterly in‑person retreats in Toronto to strengthen team bonds and align on strategy.

Compensation & Benefits

• Salary Range: CAD 70,000 – 80,000 per year, commensurate with experience.
• Performance‑based bonuses tied to retention and revenue metrics.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and flexible holiday policy.
• Home office stipend and equipment allowance.
• Employee wellness program, including discounted puppy yoga classes.
• Professional development budget for courses, certifications, and conferences.
• Equity options as part of the long‑term incentive plan.

How to Apply

If you are passionate about creating unforgettable customer experiences, thrive in a fast‑moving startup, and want to make a tangible impact on a growing wellness brand, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Head of Customer Experience role.

Join us in bringing light, laughter, and mindful movement to people’s lives—one puppy yoga session at a time.