Strategic Vice President of Customer Success – Driving Growth, Retention, and Enterprise Expansion at brighthush
About brighthush
brighthush is a forward‑thinking, privately held B2B SaaS and CRM technology leader that empowers mid‑market and enterprise customers to unlock the full potential of their data, workflows, and customer relationships. With a mission to transform how businesses engage, analyze, and act on customer insights, brighthush blends cutting‑edge AI, robust analytics, and intuitive user experiences to deliver measurable ROI for its clients. Our culture is built on innovation, collaboration, and a relentless focus on customer success—values that are reflected in every product, partnership, and team member.
Why This Role Matters
At brighthush, the Vice President of Customer Success is not just a title—it’s a strategic leadership position that shapes the future of our customer experience. You will own the entire post‑sale journey, ensuring that every client not only adopts our platform but also realizes lasting value, drives expansion, and becomes a vocal advocate for brighthush. Your influence will ripple across sales, product, engineering, and executive leadership, making you a pivotal catalyst for revenue growth and market leadership.
Key Responsibilities
- Strategic Leadership: Design, implement, and scale a comprehensive customer success strategy that aligns with brighthush’s business objectives and growth targets.
- Lifecycle Management: Oversee the full post‑sale lifecycle—from onboarding and implementation to adoption, expansion, and renewal—ensuring a seamless, high‑impact experience for mid‑market and enterprise accounts.
- Team Building & Development: Recruit, mentor, and retain a high‑performing customer success, implementation, and support team. Foster a culture of continuous learning, accountability, and customer obsession.
- Cross‑Functional Collaboration: Partner closely with Sales, Product, Engineering, and Marketing to translate customer insights into product enhancements, feature roadmaps, and go‑to‑market strategies.
- Metrics & Analytics: Define, monitor, and report on key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Health Scores, churn rates, expansion revenue, and adoption metrics. Use data to drive proactive interventions and strategic decisions.
- Executive Sponsorship: Serve as the primary executive advocate for key enterprise accounts, engaging C‑suite leaders, and ensuring alignment between customer expectations and brighthush’s value proposition.
- Process Optimization: Continuously refine customer success processes, playbooks, and tools to increase efficiency, reduce friction, and scale impact.
- Thought Leadership: Represent brighthush at industry events, webinars, and conferences. Publish whitepapers, case studies, and thought pieces that showcase our success stories and best practices.
Essential Qualifications
- Minimum of 8 years of progressive leadership experience in Customer Success within the B2B SaaS sector.
- Proven track record of driving customer retention, adoption, and expansion revenue at scale.
- Deep expertise with Salesforce or a comparable CRM platform, including advanced configuration, automation, and analytics.
- Exceptional executive communication skills—capable of articulating complex ideas to C‑suite stakeholders, board members, and external partners.
- Strong operational leadership—experience building and scaling high‑performance teams, managing budgets, and delivering on KPIs.
- Strategic thinker with a data‑driven mindset, able to translate customer insights into actionable business strategies.
- Demonstrated ability to collaborate across Sales, Product, Engineering, and Marketing to create a unified customer experience.
Preferred Qualifications
- Experience in a fast‑growth SaaS company that has achieved Series B or later funding.
- Background in AI‑powered analytics or CRM solutions.
- Prior experience managing enterprise‑level accounts with complex, multi‑stakeholder environments.
- Knowledge of customer success frameworks such as the Customer Success Maturity Model or the Customer Success Playbook.
- Advanced proficiency in data visualization tools (e.g., Tableau, Power BI) and analytics platforms.
Key Skills & Competencies
- Leadership & Team Development
- Strategic Planning & Execution
- Customer Relationship Management
- Data Analysis & KPI Management
- Cross‑Functional Collaboration
- Executive Presence & Communication
- Process Improvement & Change Management
- Product & Market Insight
- Financial Acumen & Budget Management
- Problem‑Solving & Decision Making
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to accelerate. As Vice President of Customer Success, you will:
- Lead a cross‑functional executive team, positioning you for future roles such as Chief Customer Officer or Chief Operating Officer.
- Gain exposure to product strategy, sales pipeline management, and enterprise partnership development.
- Participate in executive leadership workshops, industry conferences, and advanced leadership training programs.
- Contribute to the company’s vision and strategy, ensuring your ideas shape the future of brighthush.
Work Environment & Culture
brighthush thrives on a culture of transparency, agility, and continuous improvement. You’ll find:
- A collaborative, flat hierarchy that encourages open dialogue and rapid decision‑making.
- Flexible work arrangements, including hybrid and remote options to support work‑life balance.
- Regular hackathons, innovation labs, and cross‑team brainstorming sessions that keep the energy high.
- A commitment to diversity, equity, and inclusion—ensuring every voice is heard and valued.
- Annual company retreats and team‑building events that strengthen relationships and celebrate successes.
Compensation & Benefits
While specific figures vary based on experience and market conditions, brighthush offers a competitive total rewards package that typically includes:
- Base salary commensurate with industry standards and your expertise.
- Performance‑based bonus structure tied to customer success metrics and company growth.
- Equity or stock‑option plans that align your success with the company’s long‑term value.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- Generous paid time off, parental leave, and flexible vacation policies.
- Professional development budget, including certifications, courses, and conference attendance.
- Wellness programs, gym memberships, and mental health resources.
- Employee referral bonuses and recognition programs.
Why Join brighthush?
When you step into the role of Vice President of Customer Success at brighthush, you’re not just filling a position—you’re becoming a key architect of our future. You’ll:
- Drive tangible impact on customer satisfaction, retention, and revenue growth.
- Collaborate with visionary leaders who are passionate about technology and customer experience.
- Shape a culture that values innovation, accountability, and continuous learning.
- Benefit from a supportive environment that rewards initiative, creativity, and results.
Ready to Make a Difference?
If you are a seasoned customer success leader with a passion for scaling high‑impact teams, a data‑driven mindset, and a track record of turning customer relationships into growth engines, we want to hear from you. Join brighthush and help us redefine what it means to deliver exceptional value to our clients—today and for the future.