Strategic Head of Customer Success & Growth – Championing Retention, Innovation, and Impact for a Mission‑Driven B2B Platform at brighthush

About brighthush

brighthush is a trailblazing, privately funded technology company that is redefining the online commerce landscape for the better. With a clear mission to balance rapid growth with positive societal and environmental impact, we empower businesses, non‑profits, and academic institutions to thrive through technology‑enabled solutions. Our global footprint spans multiple regions, and we are now entering a transformative phase that will reshape how we deliver value to our partners and customers. As a leader in the B2B tech ecosystem, brighthush is committed to creating sustainable, scalable, and socially responsible outcomes for every stakeholder.

Why brighthush?

At brighthush, success is measured not only by revenue but also by the positive change we create in the world. Our culture is built on collaboration, innovation, and a relentless focus on customer outcomes. We champion diversity, encourage continuous learning, and reward bold ideas that push the boundaries of what’s possible. We believe that the best solutions emerge when people are empowered, supported, and inspired to think differently.

Role Overview

We are seeking an experienced, visionary leader to serve as the Head of Customer Success & Growth at brighthush. In this strategic yet hands‑on role, you will build and scale a world‑class B2B customer success organization that partners with mission‑driven entities—such as non‑profits, universities, and socially responsible enterprises—to unlock their full potential. You will be the catalyst for change, driving process excellence, technology adoption, and a customer‑first mindset across the organization.

Key Responsibilities

• Team Leadership & Culture Building – Inspire, mentor, and grow a high‑performing customer success team that embodies brighthush’s values and mission.
• Process & Technology Design – Architect scalable, data‑driven workflows that streamline onboarding, adoption, and renewal cycles.
• Retention & Growth Strategy – Leverage analytics to identify churn risks, upsell opportunities, and cross‑sell pathways that drive sustainable revenue growth.
• Cross‑Functional Collaboration – Partner with Product, Sales, Marketing, and Operations to align customer success initiatives with broader business objectives.
• Global Expansion Support – Lead the customer success function’s expansion into new regions, ensuring local teams are equipped with the right tools and processes.
• Customer Advocacy – Champion the voice of the customer within brighthush, translating insights into product enhancements and strategic roadmap decisions.
• Metrics & Reporting – Define, track, and report on key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), and churn rate.
• Change Management – Drive organizational change initiatives, ensuring smooth adoption of new tools, processes, and cultural shifts.

What We Seek

• Proven Leadership Experience – 8+ years in customer success or related roles, with at least 3 years in a senior leadership capacity within a B2B or technology‑driven environment.
• Change Management Expertise – Demonstrated success in leading large‑scale transformations, process optimization, and technology rollouts.
• Data‑Driven Mindset – Ability to harness data and analytics to inform strategy, forecast trends, and drive actionable insights.
• Relationship Building – Exceptional communication and stakeholder management skills, with a track record of building trust with C‑suite executives and key partners.
• Strategic Vision – A forward‑thinking approach that balances short‑term wins with long‑term growth and sustainability.

Preferred Qualifications

• Experience working with mission‑driven organizations such as NGOs, foundations, or academic institutions.
• Background in SaaS or platform‑based business models.
• Familiarity with customer success platforms and CRM systems.
• Fluency in multiple languages and experience managing global teams.
• Advanced degree in Business, Marketing, or a related field.

Skills & Competencies

• Strategic Planning & Execution
• Process Design & Continuous Improvement
• Data Analysis & KPI Management
• Team Building & Talent Development
• Stakeholder Engagement & Influence
• Change Management & Cultural Transformation
• Customer‑Centric Mindset
• Technology Adoption & Integration

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market we serve. As Head of Customer Success, you will:

• Lead cross‑functional initiatives that shape the company’s strategic direction.
• Mentor and develop future leaders within the organization.
• Participate in executive‑level decision making and strategy sessions.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.
• Influence product development and innovation pipelines.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and purpose. You’ll find:

• Flexible work arrangements, including remote and hybrid options.
• A supportive, inclusive environment that values diverse perspectives.
• Regular town‑hall meetings and open forums for idea exchange.
• Community engagement initiatives that allow employees to give back.
• A focus on work‑life balance, with generous vacation policies and wellness programs.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Professional development budget and tuition reimbursement.
• Wellness stipend, gym memberships, and mental health resources.
• Paid parental leave and flexible family‑support policies.

How to Apply

Ready to lead the next chapter of customer success at brighthush? Submit your resume, a cover letter outlining your vision for customer success, and any relevant case studies or portfolio pieces that demonstrate your impact. We’re excited to hear how you will help us create lasting value for our partners and communities.

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