Strategic VP of Customer Success & Support – Driving Global Growth, Retention, and Customer Delight at brighthush

About brighthush

brighthush is the leading AI‑powered legal intelligence platform that empowers in‑house legal teams and corporate legal departments to make faster, smarter, and more compliant decisions. With a customer base that spans over 2,100 companies—including 300+ public enterprises, 75+ unicorns, and teams at brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, and brighthush—our platform is trusted by the world’s most demanding legal professionals.

Our product delivers an 80 NPS, more than double the B2B SaaS industry average, and has helped us double our ARR in just six months. We were honored with the #1 Highest Customer Satisfaction award at the 2026 SaaS Awards, a testament to our relentless focus on customer obsession and continuous improvement.

At brighthush, we live by five core principles that shape every decision and action:

• 1% Better Every Day: Small, compounding improvements across everything we ship.
• Customer Obsession: Start with the customer and work backward.
• Ship Today: Bias toward action and iteration over perfection.
• Find a Way: Resourcefulness and ambition over constraint.
• Care: Be direct, like an honest friend, even when it’s uncomfortable.
• Own It: Full accountability, proactive communication, and attention to detail.

Why brighthush?

We’re at the forefront of a once‑in‑a‑generation shift in legal technology. Our AI engine transforms complex legal data into actionable insights, enabling legal teams to reduce risk, accelerate deal cycles, and drive business value. As we scale, we’re building a world‑class customer success and support organization that will set the industry standard for customer experience.

Joining brighthush means becoming part of a high‑velocity, founder‑led startup that has already proven its ability to scale rapidly. You’ll work side‑by‑side with the CEO, COO, Chief Revenue Officer, and the entire executive leadership team to shape the future of customer success and support at a company that is redefining legal technology.

Role Overview

As the VP of Customer Success & Support, you will lead the entire post‑sale organization through a period of rapid, sustained growth. You will own the strategy, structure, and execution of both Customer Success and Customer Support functions, ensuring that 2,100+ accounts receive world‑class service, retention, and expansion opportunities.

You will be a hands‑on leader who can design and implement scalable processes, build high‑performing teams, and drive cross‑functional collaboration with Sales, Product, Engineering, and Marketing. Your impact will be immediate, measurable, and felt across the entire organization.

Key Responsibilities

• Build & Scale the Customer Success & Support Organization: Design the team structure, roles, staffing model, and compensation plans for both functions. Hire, coach, and develop a global team that embodies brighthush’s culture of ownership and customer obsession.
• Own Customer Support End‑to‑End: Define response and resolution SLAs, ticketing and tooling, staffing and coverage models, and quality standards that keep resolution fast and consistent as volume scales.
• Design Customer‑Tiering Framework: Align coverage models, touch frequency, and resources with account value and growth potential. Create a clear, data‑driven segmentation that informs all downstream processes.
• Define the Full Customer Journey: From onboarding through renewal and expansion, map every touchpoint and ensure a seamless, delightful experience. Build playbooks, scripts, and training materials that empower the team.
• Drive Net Revenue Retention: Partner with Sales to identify upsell and cross‑sell opportunities across the install base. Leverage data and insights to create proactive expansion plans.
• Executive Escalation Lead: Serve as the point of contact for strategic accounts and critical support issues. Build direct relationships with senior stakeholders and ensure swift resolution.
• Launch Customer Advisory Board: Deepen relationships, gather structured feedback, and inform product direction. Facilitate quarterly meetings and synthesize insights into actionable product roadmap items.
• Partner with Product & Engineering: Translate customer and support signals into roadmap priorities. Advocate for the customer voice in all product decisions.
• Build Dashboards & Health Scores: Develop leading indicators across Success and Support that enable proactive intervention before risk materializes.
• Scale Community & Brand: Work with Marketing to grow the brighthush community, amplify customer stories, and reinforce our brand as the go‑to legal AI platform.

Essential Qualifications

• 12+ years of experience in customer success, support, account management, or client services at a B2B SaaS, AI, or tech company.
• 8+ years of proven leadership in scaling CS and Support teams at the VP, Senior Director, or Head level.
• Experience supporting sophisticated, regulated buyers such as legal, HR, compliance, and GRC teams.
• Track record of owning and improving net revenue retention and gross retention metrics, partnering with Sales on account management models.
• Demonstrated ability to design and build a post‑sale function from scratch, including team structure, compensation plans, tooling, playbooks, and tiering models.
• Strong executive communication skills and experience in founder‑led, hyper‑growth environments (Series A‑E).
• Data‑driven mindset with strong instincts for customer behavior and business impact.
• Ability to work in ambiguity, thrive under pressure, and make decisive, customer‑centric decisions.

Preferred Qualifications

• Familiarity with AI products and guiding customers through AI adoption curves.
• Experience building and managing a customer advisory board or similar executive engagement program.
• Background in legal technology or a deep understanding of the legal industry’s regulatory landscape.

Skills & Competencies

• Strategic Vision: Ability to translate high‑level goals into actionable plans and measurable outcomes.
• Leadership & Coaching: Proven ability to build, mentor, and inspire high‑performing teams.
• Customer‑Obsessed Mindset: Deep empathy for customers and a relentless drive to exceed expectations.
• Data Analysis: Proficiency in using dashboards, health scores, and metrics to inform decisions.
• Cross‑Functional Collaboration: Experience working closely with Sales, Product, Engineering, and Marketing.
• Communication: Clear, concise, and persuasive communication with all stakeholders, from frontline agents to C‑suite executives.
• Problem Solving: Creative, resourceful approach to overcoming obstacles and delivering solutions.
• Adaptability: Comfortable operating in a fast‑moving, ambiguous environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is directly tied to the company’s growth. As we expand, you will have the opportunity to:

• Lead the global Customer Success & Support organization and shape its culture.
• Move into a Chief Customer Officer role or other executive positions as the company scales.
• Participate in strategic initiatives that influence product direction, go‑to‑market strategy, and overall company vision.
• Access continuous learning resources, including up to $3,000 per year for job‑related development, mentorship programs, and industry conferences.

Work Environment & Culture at brighthush

We believe that human connection matters more than ever, especially in an AI‑driven world. Our distributed model spans North America and soon Europe, with a hub‑based approach that encourages collaboration and community:

• Regular coworking sessions, customer dinners, and company offsites.
• Team members in the San Francisco Bay Area and Provo, UT, collaborate in person on Tuesdays, Wednesdays, and Thursdays.
• We plan to establish permanent offices in additional hub cities as we grow.
• Up to 10% travel for roles that require customer engagement.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, we offer a competitive total compensation package that includes:

• Base salary commensurate with market rates for senior leadership in B2B SaaS.
• Performance‑based equity and bonus opportunities tied to company growth and customer metrics.
• Comprehensive medical, dental, and vision coverage for you and your family.
• Life and disability insurance for added protection.
• 401(k) retirement plan with company match.
• Generous parental leave and flexible work arrangements.
• Paid time off: 15 PTO days + 5 sick days, with the possibility to accrue more.
• Company holidays: 15 official holidays + 3 “Me Days” for personal rejuvenation.
• Home office setup stipend of $500 for new hires.
• Cell phone reimbursement of $50/month.
• Relocation support to ease your transition.
• Continuous development stipend up to $3,000 per year.
• In‑office meals via DoorDash credits for breakfast, lunch, and dinner.

How to Apply

If you’re ready to lead a high‑impact, customer‑centric organization at a fast‑growing AI legal platform, we’d love to hear from you. Please submit your application through our careers portal at https://brighthush.com/careers.

We are an equal‑opportunity employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, national origin, age, military service, veteran status, sexual orientation, marital status, or disability.

Thank you for considering a career at brighthush. We look forward to exploring how your vision and expertise can help us continue to deliver unparalleled value to our customers and set new standards in the legal technology industry.