Strategic Senior Customer Success Leader – Accelerate Revenue Growth, Elevate Client Experience, Build Scalable Success Programs, and Lead High‑Performing Teams in a Rapidly Scaling SaaS HR Platform at brighthush

Welcome to brighthush – Where People and Technology Meet

brighthush is more than a cloud‑native SaaS platform; it is a movement that is reshaping how modern workplaces care for their most valuable asset: people. By marrying cutting‑edge technology with a people‑first philosophy, brighthush empowers organizations to create healthier, more productive environments for their teams. Our platform streamlines core HR processes, enhances compliance, and delivers actionable insights that help leaders make smarter, data‑driven decisions. As we scale rapidly, brighthush remains committed to fostering a culture of innovation, collaboration, and continuous learning. Join us and be part of a team that is transforming the employee experience for businesses worldwide.

Why This Role Matters

As the Senior Customer Success Leader at brighthush, you will be the linchpin that turns our customers’ challenges into success stories. You will lead a high‑performing team of Customer Success Managers, architect client journeys, and champion product adoption. Your strategic vision will shape how we deliver value, drive revenue growth, and build lasting partnerships that keep our customers thriving. If you are passionate about people, data, and building scalable processes, this is the role that will let you make a measurable impact on both our customers and our organization.

Role Overview

In this dynamic, remote‑first environment, you will serve as the bridge between our customers and the entire brighthush organization. Your influence will span from day‑to‑day client interactions to long‑term strategic initiatives that drive adoption, renewal, and expansion. You will be a thought leader, a coach, and a data‑driven strategist—all while fostering a culture of continuous improvement and customer obsession.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and inspire a diverse team of Customer Success Managers, fostering a culture of accountability, collaboration, and continuous improvement.
• Strategic Client Management: Own the end‑to‑end customer lifecycle for a portfolio of high‑value accounts, ensuring adoption, renewal, and expansion.
• Process & Program Design: Design and implement scalable CS processes, playbooks, and automation that drive efficiency and consistency across the organization.
• Data‑Driven Decision Making: Leverage analytics to track key metrics (NPS, churn, upsell, usage), identify trends, and translate insights into actionable plans.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering to align on customer feedback, feature requests, and go‑to‑market strategies.
• Executive Advocacy: Serve as the voice of the customer in executive forums, presenting insights, risks, and opportunities to senior leadership.
• Compliance & Security Oversight: Ensure all CS activities adhere to industry regulations and internal security standards, especially in HR technology and compliance SaaS environments.
• Continuous Improvement: Champion a culture of experimentation, learning, and process refinement to keep brighthush at the forefront of customer success best practices.

Essential Qualifications

• Bachelor’s degree in Business, Human Resources, or a related field.
• 7+ years of progressive experience in Customer Success, Account Management, or related roles.
• 3–4 years of proven people‑management experience, leading and scaling high‑performance teams.
• Demonstrated success building and optimizing CS processes, playbooks, and tools.
• Strong analytical mindset with the ability to interpret data and translate it into strategic actions.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Experience working with SaaS solutions in HR technology or compliance domains is highly desirable.

Preferred Qualifications

• Advanced degree (MBA, MS in HR, etc.) or relevant certifications (CSM, CSPO, etc.).
• Hands‑on experience with brighthush or similar customer success platforms.
• Track record of driving revenue growth through upsell, cross‑sell, and expansion initiatives.
• Deep understanding of HR compliance regulations (e.g., FMLA, ADA, GDPR) and how they intersect with SaaS solutions.
• Experience leading remote or distributed teams across multiple time zones.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Visionary mindset with a focus on long‑term customer success and business growth.
• Customer‑Centricity: Deep empathy for client needs and a passion for delivering exceptional service.
• Data Analysis: Proficiency in interpreting dashboards, KPIs, and customer health metrics.
• Project Management: Skilled at orchestrating cross‑functional initiatives and driving projects to completion.
• Communication: Clear, concise, and persuasive communicator, comfortable presenting to C‑suite executives.
• Adaptability: Thrives in a fast‑paced, evolving SaaS environment.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As Senior Customer Success Leader you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Paid certifications and training in customer success, SaaS product management, and HR compliance.
• Rotational opportunities to work with Sales, Product, and Engineering teams, broadening your skill set.
• Annual leadership conferences and industry events to network with peers and stay ahead of market trends.
• Clear promotion pathways to Director of Customer Success, VP of Customer Experience, or other executive roles.

Work Environment & Culture at brighthush

We are a fully remote, distributed team that values flexibility, transparency, and collaboration. Our culture is built on:

• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Innovation: A sandbox mentality where ideas are tested, iterated, and scaled.
• Well‑being: Comprehensive wellness programs, mental health resources, and a supportive community.
• Recognition: Regular shout‑outs, peer‑to‑peer awards, and a culture of celebrating wins.
• Work‑Life Balance: Generous paid time off, flexible scheduling, and a focus on results over hours.

Compensation & Benefits

At brighthush, we offer a competitive total rewards package that includes a base salary, performance‑based bonuses, equity, and a comprehensive benefits suite. Our benefits are designed to support your professional growth, personal well‑being, and financial security. While specific figures vary by role and location, you can expect a compensation package that reflects the value you bring to our customers and our mission.

Ready to Make an Impact?

If you are a strategic thinker with a passion for customer success, a data‑driven mindset, and a track record of leading high‑performing teams, we want to hear from you. Join brighthush and help us redefine the employee experience for organizations worldwide. Apply today and become a key driver of our growth and innovation.

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