Strategic Head of Customer Success – Driving Global Retention, Advocacy, and Product Excellence at brighthush

About brighthush

brighthush is the world’s leading enterprise parking and workplace mobility SaaS platform. Our mission is to transform the way employees arrive at work by unifying parking, electric‑vehicle charging, and a host of other transportation experiences into one intelligent, data‑driven platform. Trusted by global innovators, brighthush powers complex enterprise programs worldwide, helping customers optimize their infrastructure while delivering a seamless, friction‑free experience for every employee.

With a culture rooted in curiosity, collaboration, and a relentless focus on customer outcomes, brighthush is poised for rapid expansion. We’re looking for a visionary leader to join our executive team and shape the future of customer success across a global, high‑growth SaaS organization.

Location & Work Model

Fully remote – open to candidates across the United States and Canada. Preference for those located in the Eastern or Central time zones to align with our core business hours.

Role Overview

As the Head of Customer Success, you will be a hands‑on, high‑impact leader reporting directly to the COO and serving as a key member of the brighthush leadership team. You will own the most critical customer relationships, drive retention and advocacy, and amplify the voice of the customer throughout the organization. Your leadership will shape the growth trajectory of our Customer Success and Support functions, ensuring we continue to deliver world‑class service to our enterprise clients.

Key Outcomes You Will Own

1. Customer Relationships, Retention & Advocacy

• Build trusted, executive‑level relationships with brighthush’s largest and most strategic customers.
• Maintain 100% referenceability across top accounts, ensuring every client can confidently recommend brighthush.
• Own portfolio‑wide Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), preserving a track record of NRR well above 100% and top‑decile GRR.
• Develop clear customer success plans, identify risks and opportunities early, and partner with the commercial team to support renewals and expansion.

2. Voice of the Customer

• Own and strengthen how customer feedback is gathered, consolidated, and prioritized across the company.
• Translate customer needs into clear, actionable insights for Product and Engineering.
• Partner with Product Management to influence roadmap decisions that improve customer outcomes, retention, and satisfaction.

3. Team Leadership

• Lead, mentor, and develop a global Customer Success and Support team of 10+ professionals.
• Establish clear expectations, performance standards, and career development pathways.
• Build the team structure and hiring plan required to scale the function as brighthush grows.

4. Scalable Customer Operations

• Develop playbooks, workflows, and resources that standardize best practices across the customer lifecycle.
• Support complex global rollouts by coordinating effectively across customer stakeholders and brighthush’s Product, Engineering, and commercial functions.
• Strengthen account planning, customer health, risk management, escalation, support, and executive engagement processes.

5. Executive Reporting

• Provide regular reporting to the executive team on customer health, retention, advocacy, support performance, risks, and growth opportunities.
• Translate customer and operational data into clear insights and recommended actions.

Essential Qualifications

• 10+ years of experience in Customer Success, with a proven track record supporting Fortune 500 and large enterprise customers.
• Deep expertise in managing multiple workstreams in a fast‑paced, high‑growth SaaS environment.
• Exceptional verbal and written communication skills, with the ability to engage C‑level stakeholders and influence cross‑functional teams.
• Proven ability to partner with Product Management and drive the customer perspective into product strategy.
• Strong organizational skills and a data‑driven mindset for measuring and improving customer outcomes.
• Experience in the transportation, parking, or workplace technology space is highly desirable.
• Comfortable working remotely across the Pacific Coast to East Coast US time zones.

Preferred Qualifications

• Experience leading global Customer Success teams in a SaaS company that has achieved double‑digit NRR growth.
• Background in building and scaling customer success operations, including playbooks, health scoring, and executive reporting frameworks.
• Track record of turning customer advocacy into measurable business impact (e.g., case studies, NPS, CSAT).
• Experience with enterprise‑grade CRM and CS tools (e.g., Salesforce, Gainsight, Totango).
• Strong analytical skills with proficiency in SQL, Excel, and data visualization tools.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Leadership & Coaching – Proven ability to inspire, develop, and retain high‑performing teams.
• Customer‑Centric Mindset – Passion for understanding customer pain points and delivering solutions.
• Data‑Driven Decision Making – Comfortable turning metrics into actionable insights.
• Cross‑Functional Collaboration – Skilled at working with Product, Engineering, Sales, and Finance.
• Change Management – Experience leading organizational change and scaling processes.
• Communication – Clear, concise, and persuasive communication at all levels.

Career Growth & Learning Opportunities

At brighthush, you will have the chance to shape the future of customer success in a rapidly expanding SaaS company. You will:

• Lead the design and execution of a global Customer Success strategy that directly influences product development and company growth.
• Build a high‑performing team from the ground up, creating career paths and mentorship programs.
• Collaborate with senior leaders to define company vision and strategy, gaining exposure to all facets of the business.
• Access to continuous learning resources, including industry conferences, workshops, and internal knowledge sharing.
• Opportunity to influence equity and profit‑sharing plans as part of the executive team.

Work Environment & Company Culture

brighthush is a values‑driven organization that prioritizes:

• Innovation: Encouraging experimentation and creative problem‑solving.
• Collaboration: Open communication across all levels and functions.
• Customer Obsession: Every decision is guided by the goal of delivering exceptional customer value.
• Inclusivity: A diverse and inclusive workplace where all voices are heard.
• Work‑Life Balance: Flexible remote work, generous vacation, and a focus on well‑being.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market benchmarks for senior SaaS leaders.
• Equity participation, allowing you to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your family.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and support for industry certifications.
• Remote work stipend to support home office setup.

Why Join brighthush?

As the Head of Customer Success, you will:

• Be a key decision‑maker on the executive team, shaping the strategic direction of brighthush.
• Work with a portfolio of world‑class customers, including leading innovators in technology, entertainment, and healthcare.
• Drive product improvements that solve complex workplace and transportation challenges at scale.
• Build a high‑impact, global team that sets industry standards for customer experience.
• Enjoy the flexibility of remote work while collaborating with a passionate, purpose‑driven team.

How to Apply

Ready to lead brighthush’s customer success journey? Submit your application through our careers portal or send your resume and a brief cover letter to [email protected]. We look forward to exploring how your expertise can help us continue to deliver unparalleled value to our customers.

Join brighthush and be part of a team that is redefining workplace mobility for the modern world.