Strategic Remote Head of Customer Success at brighthush – Driving Growth, Retention, and Advocacy in a Rapidly Scaling SaaS Ecosystem

About brighthush

brighthush is a trailblazing SaaS company that empowers modern workplaces to unlock the full potential of their internal knowledge ecosystems. By turning everyday information into instantly discoverable, shareable links, brighthush helps teams collaborate faster, reduce friction, and drive measurable business outcomes. Founded in 2017 and headquartered in San Jose, California, we have grown to a vibrant community of 51‑200 employees who are passionate about building products that make knowledge work seamless.

Our mission is simple: Make knowledge accessible, actionable, and delightful for every employee. To achieve this, we rely on a customer‑centric culture that treats every interaction as an opportunity to learn, iterate, and deliver value. As we scale, we’re looking for a visionary leader who can elevate our Customer Success function into a true growth engine.

Why This Role Matters

Customer Success at brighthush is more than support—it’s the engine that drives adoption, reduces churn, and unlocks upsell opportunities. As the Remote Head of Customer Success, you will own the entire post‑sale journey, from onboarding to renewal, and shape how we measure and celebrate success. Your strategic vision will directly influence our Net Revenue Retention (NRR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS), turning satisfied customers into brand advocates.

Key Responsibilities

• Strategic Leadership: Define and own the end‑to‑end Customer Success strategy, aligning it with brighthush’s growth objectives. This includes onboarding, adoption, health scoring, renewals, and expansion/upsell motions across all account segments.
• Retention & NRR Ownership: Set ambitious retention and NRR targets, monitor performance, and proactively address churn risk. Build dashboards and reporting frameworks that provide real‑time visibility to leadership.
• Scalable Onboarding: Design and implement onboarding programs that accelerate time‑to‑value for new customers, ensuring they quickly realize the benefits of brighthush’s platform.
• Cross‑Functional Collaboration: Partner closely with Sales on renewal and expansion opportunities, and with Product on the customer feedback loop. Translate customer insights into actionable roadmap items.
• Health Metrics & Cadences: Establish customer health metrics, Quarterly Business Review (QBR) cadences, and playbooks tailored to SMB, mid‑market, and enterprise accounts.
• Executive Sponsorship: Serve as an executive sponsor for key strategic accounts, building trust with C‑suite stakeholders and ensuring alignment with business outcomes.
• Performance Reporting: Report on CS performance—retention, NRR, CSAT/NPS, adoption—to company leadership, providing context, insights, and recommendations.
• Voice of the Customer: Champion the voice of the customer internally, influencing product roadmap, go‑to‑market strategies, and overall company direction.

Essential Qualifications

• 7+ years of experience in Customer Success, Account Management, or a related customer‑facing role at a B2B SaaS company.
• Minimum 2+ years in a leadership capacity, with a proven track record of building and scaling CS functions from the ground up.
• Demonstrated success in owning retention and NRR targets, and in creating repeatable processes that drive measurable outcomes.
• Experience managing both mid‑market and enterprise customers, including direct engagement with executive stakeholders.
• Strong analytical mindset—comfortable defining, tracking, and interpreting key metrics such as NRR, churn, CSAT/NPS, and adoption.
• Excellent communication skills, with a history of presenting to internal leadership and external customer executives.
• A builder’s mindset—thrives in a fast‑moving environment, creating structure and process where none exist.
• Proficiency with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar).
• US‑based residency required for this remote role.

Preferred Qualifications

• Background in enterprise IT, knowledge management, or workplace productivity SaaS.
• Experience leading a global Customer Success team across multiple time zones.
• Familiarity with advanced customer health scoring models and predictive analytics.
• Track record of turning customer feedback into product enhancements that drive adoption.
• Experience with high‑growth SaaS companies that have achieved double‑digit NRR growth.

Core Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable CS strategies.
• Data‑Driven Decision Making: Comfortable using data to uncover insights, set priorities, and measure impact.
• Leadership & Coaching: Proven ability to inspire, mentor, and develop high‑performing teams.
• Customer Advocacy: Deep empathy for customers and a passion for turning challenges into opportunities.
• Project Management: Skilled at juggling multiple initiatives, setting clear milestones, and delivering on time.
• Communication: Strong written and verbal communication, with the ability to influence stakeholders at all levels.
• Adaptability: Thrive in a dynamic environment, pivoting quickly in response to changing priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As the Head of Customer Success, you will:

• Lead a high‑impact team that directly influences revenue and customer satisfaction.
• Collaborate with executive leadership to shape the company’s strategic direction.
• Own a portfolio of enterprise accounts, building relationships with C‑suite leaders.
• Drive cross‑functional initiatives that span Sales, Product, Marketing, and Engineering.
• Participate in industry conferences, workshops, and thought‑leadership events.
• Benefit from a robust Learning & Development budget, including certifications, courses, and conferences.

Work Environment & Culture at brighthush

We’re a fully remote, inclusive, and collaborative organization. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a shared vision.
• Innovation: A culture that encourages experimentation, rapid iteration, and learning from failure.
• Work‑Life Balance: Flexible schedules, remote work from anywhere, and a focus on outcomes over hours.
• Diversity & Inclusion: A commitment to building a team that reflects the communities we serve.
• Community: Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.

Compensation & Benefits

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

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to NRR, retention, and strategic account growth.
• Equity options that allow you to share in the company’s long‑term success.
• Top‑tier medical, dental, and vision coverage, including Flexible Spending Accounts (FSAs).
• Life insurance, accidental death & dismemberment (AD&D), short‑term and long‑term disability coverage.
• Employee Assistance Program (EAP) and a monthly wellness stipend for physical and mental health.
• 401(k) retirement plan with company match.
• Paid holidays, including a winter break to recharge.
• New‑hire stipend to help you set up a productive home office.
• All‑expenses‑paid company off‑sites and bi‑weekly free lunches during virtual meetings.
• Learning & Development budget for continuous growth.
• High‑performance laptop (MacBook Pro or equivalent) and necessary software.
• Hybrid schedule flexibility to balance personal and professional commitments.
• Remote work freedom—coffee shop, beach, or anywhere in between.

How to Apply

If you’re ready to lead a high‑impact Customer Success team, drive measurable growth, and shape the future of knowledge work, we want to hear from you. Submit your application through our careers portal and let’s explore how you can help brighthush continue to delight customers and accelerate business success.

Join brighthush and become a catalyst for change in a world where knowledge is power.