Strategic Head of Customer Success & Growth – B2B SaaS Leadership Role at brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining the accounting and audit profession through its award‑winning SaaS platform. Since our founding in 2015, we have grown from a small, agile startup into a global force that serves high‑profile accounting firms and networks across the United Kingdom, United States, and Australia. Our mission is simple yet powerful: to liberate auditors from repetitive, manual tasks and empower them to focus on high‑value insights that drive business success.

With a culture that blends the entrepreneurial spirit of a startup with the stability and resources of an established international company, brighthush is a place where innovation, data‑driven decision making, and customer obsession are not just buzzwords—they are the foundation of everything we do.

Why brighthush?

• Impactful Work: Your contributions will directly influence the way accounting professionals work, helping them deliver faster, more accurate insights.
• Data‑Centric Culture: We rely on rigorous analytics, NPS, usage data, and customer feedback to shape product and strategy.
• Growth Opportunities: As a fast‑growing company, you’ll have the chance to shape the future of customer success and advance into executive leadership.
• Global Reach: Work with a diverse, distributed team across three continents and build relationships with clients worldwide.
• Competitive Compensation: Earn a base salary of £85,000–£105,000, complemented by a comprehensive benefits package.

Key Responsibilities

As the Head of Customer Success at brighthush, you will be the strategic leader who drives adoption, retention, and expansion across our customer base. Your role blends visionary leadership with hands‑on execution, ensuring that every customer achieves maximum value from our platform.

Core Duties

• Lead, mentor, and scale a high‑performing Customer Success team.
• Define and execute a customer‑centric strategy that aligns with revenue and growth objectives.
• Oversee end‑to‑end customer onboarding, adoption, retention, and expansion initiatives.
• Serve as the primary escalation point for high‑impact customer issues.
• Champion customer advocacy and nurture long‑term relationships with executive sponsors.

Scope of Work

• Develop a comprehensive Customer Success framework that drives satisfaction, reduces churn, and fuels upsell opportunities.
• Set, monitor, and report on key performance indicators (KPIs) such as retention rates, NPS, adoption metrics, pipeline growth, and expansion revenue.
• Design and refine onboarding processes to ensure rapid value realization and smooth implementation.
• Implement adoption strategies that increase usage of core product features and modules.
• Identify and mitigate churn risks through proactive engagement and tailored support plans.
• Build and maintain strong relationships with customer stakeholders, including C‑suite executives.
• Collaborate cross‑functionally with Sales, Marketing, Product, and Finance to unlock upsell and cross‑sell opportunities.
• Advocate for the customer voice within the organization, influencing product roadmap and business decisions.
• Align Customer Success initiatives with the broader Revenue Function goals (acquisition, onboarding, growth, retention).
• Apply EOS (Traction) principles in partnership with Leadership and Senior Management to drive operational excellence.

Tools & Systems

• CRM and customer lifecycle management platforms (e.g., Salesforce, HubSpot).
• AI‑driven customer success intelligence tools (e.g., Gainsight, Totango).
• Reporting and analytics suites (NPS dashboards, usage analytics).
• Internal collaboration and communication tools (Slack, Teams, Confluence).

Team Interaction

• Recruit, onboard, and develop the Customer Success team, fostering a culture of continuous learning and high performance.
• Partner closely with the Chief Revenue Officer to align strategy and track progress.
• Collaborate with Sales, Marketing, Product, and other revenue‑driven teams to ensure a seamless customer journey.
• Engage directly with customers and key stakeholders to understand their needs and deliver exceptional service.
• Work with Leadership and Senior Management to drive cross‑functional alignment and strategic initiatives.

Required & Desired Skills & Qualifications

Technical Skills & Experience

• Proven experience leading Customer Success in a B2B SaaS environment.
• Deep expertise in customer retention, growth, and product adoption strategies.
• Track record of building and scaling high‑performing teams, including hiring, coaching, and performance management.
• Strong understanding of customer success metrics (NPS, churn, expansion, adoption).
• Professional accounting qualification (ACA, ACCA, CPA, CA) or equivalent is highly desirable.
• Experience with accounting, tax, or audit software is a plus.
• Familiarity with technology adoption and implementation processes.
• Project management experience and ability to drive cross‑functional initiatives.

Behavioural Traits

• Customer‑centric mindset with a relentless focus on outcomes.
• Proactive, self‑driven, and accountable for results.
• Goal‑oriented and able to exceed growth and performance targets.
• Positive, resilient, and adaptable in a fast‑paced, evolving environment.

Interpersonal Skills

• Exceptional stakeholder management and relationship‑building abilities.
• Strong leadership, coaching, and mentoring capabilities.
• Confident communicator across all levels, including senior executives.
• Influential collaborator who can align cross‑functional teams.

Cognitive Abilities

• Strategic thinker with robust decision‑making skills.
• Data‑driven analyst who can translate customer insights into actionable plans.
• Problem‑solving mindset focused on continuous improvement.
• Ability to balance long‑term strategy with day‑to‑day operational delivery.

Core Values in Action

• Science: Leverage data, feedback, and performance metrics to inform decisions and continuously improve customer outcomes.
• Ownership: Take full accountability for customer success performance, ensuring strong adoption, retention, and growth across the customer base.
• Openness: Build transparent, trusted relationships with customers and internal teams, championing feedback and collaboration.
• Agility: Adapt customer strategies and approaches in response to feedback, product changes, and evolving customer needs.

Company Overview

brighthush was founded by former auditors who were motivated to transform their field and liberate professionals from monotonous, repetitive tasks. Today, we are a global technology company that empowers accounting firms to deliver faster, more accurate insights through our award‑winning SaaS platform.

Culture & Work Environment

• Three global locations: United Kingdom, United States, and Australia.
• Hybrid work model with flexible hours and remote‑first mindset.
• Start‑up agility combined with the stability and resources of an established international company.
• Inclusive, diverse, and collaborative team culture that values data‑driven decision making.
• Regular team gatherings, quarterly events, and an annual global gathering to celebrate achievements.

Compensation, Perks & Benefits

• Competitive base salary: £85,000–£105,000 per year.
• Performance‑based bonus structure aligned with revenue and growth targets.
• 7% employer pension contribution (subject to scheme eligibility).
• 25 days of holiday plus UK bank holidays, with an additional 0.5 days for every year of service.
• 4× salary life assurance.
• Private medical insurance with Bupa.
• Medical cash‑back scheme for optical, dental, and other health services.
• Fully remote role within the UK with the option to work from home.
• Financial support for home‑office setup.
• Employee referral bonus of £1,000 for successful hires.
• Opportunity to attend quarterly in‑person meetings in Newcastle and an evening social.
• Invitation to the annual global gathering.
• Ongoing professional development and learning budget.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As Head of Customer Success, you will:

• Lead a high‑impact function that directly influences company revenue and growth.
• Collaborate with senior leadership to shape company strategy and product direction.
• Develop expertise in data‑driven customer success, AI‑powered analytics, and enterprise SaaS operations.
• Position yourself for future executive roles such as Chief Customer Officer or Chief Revenue Officer.
• Participate in leadership development programs, mentorship, and cross‑functional projects.

How to Apply

If you are a seasoned Customer Success leader with a passion for data, a track record of driving growth, and a desire to shape the future of the accounting profession, we want to hear from you. Submit your application through our careers portal and join a team that is committed to making a real difference for our customers and the industry at large.

Join brighthush Today

Become a catalyst for change, a champion of customer success, and a leader who will help brighthush continue to set new standards in the SaaS space. Apply now and take the next step in your career with a company that values innovation, ownership, and agility.