Vice President of Customer Success – Global Enterprise Growth, AI‑Enabled Retention & Expansion Leadership

About brighthush

brighthush is a trailblazing identity verification and customer success platform that empowers businesses worldwide to authenticate and engage their audiences with confidence. Leveraging cutting‑edge AI, machine learning, and data‑driven insights, we help enterprises protect brand integrity, reduce fraud, and unlock new revenue streams. Our mission is to create a safer, more inclusive digital world—one verified interaction at a time. As we scale our global footprint, we are looking for a visionary leader to steer our Customer Success organization toward unprecedented growth and customer delight.

Role Overview

As Vice President of Customer Success, you will be the commercial steward of our Gross Retention Rate (GRR) and Net Retention Rate (NRR) metrics, driving incremental value delivery across the entire customer lifecycle. You will build, mentor, and lead a high‑performing, globally distributed team that delivers a consultative, high‑touch experience for our enterprise customers while scaling expansion revenue. Your strategic vision will shape the future of customer success at brighthush, ensuring that every client not only stays but thrives, contributing to our long‑term profitability and market leadership.

Key Responsibilities

• Commercial Ownership & Forecasting: Own and exceed GRR and NRR targets, develop accurate forecasting models, and report on performance to executive leadership.
• AI & Tooling Adoption: Champion the integration of AI‑driven CS agents, predictive churn analytics, and conversation intelligence to scale capacity and uncover expansion opportunities.
• Customer Segmentation & Lifecycle Design: Evaluate and refine segmentation strategies, ensuring that each segment receives tailored engagement plans that maximize value and reduce churn.
• Team Leadership & Coaching: Recruit, develop, and retain top talent across the U.S. and EMEA regions, fostering a culture of continuous learning, high accountability, and cross‑functional collaboration.
• Enterprise & Mid‑Market Strategy: Design and execute differentiated success programs for our largest accounts and mid‑market customers, leveraging tech‑touch and AI‑assisted retention tactics.
• Global Expansion: Partner with EMEA Sales and Revenue teams to launch Customer Success operations in new territories, establishing local processes and metrics.
• Customer Programs & Advocacy: Collaborate with Customer Marketing to launch nurture campaigns, advisory boards, Net Promoter Score initiatives, and other advocacy programs that drive loyalty and referrals.
• Continuous Improvement: Lead initiatives to refine playbooks, set OKRs, improve forecasting accuracy, and enhance the overall customer journey to maximize GRR and NRR.
• Cross‑Functional Leadership: Work closely with Sales, Marketing, Product, and Engineering to align GTM strategies, product roadmaps, and customer feedback loops.
• Change Management & Value Realization: Guide teams and customers through change, ensuring that CSMs become trusted advisors who articulate ROI and strategic value.
• Metrics & Reporting Ownership: Define operational KPIs, maintain dashboards, and provide actionable insights to drive continuous performance improvement.

Essential Qualifications

• 8+ years of enterprise B2B SaaS Customer Success leadership, with a proven track record of >90% GRR and 115% NRR.
• Demonstrated experience building, managing, and scaling distributed teams across U.S. and EMEA/UK markets.
• Deep expertise in verticals such as Retail, AI/Tech, Travel, Consumer Services, and Hospitality.
• Strong history of negotiating and closing complex, multi‑stakeholder commercial agreements, including six‑ and seven‑figure deals.
• Proficiency in AI‑enabled customer success, including predictive churn modeling, automated playbooks, and agentic transformation.
• Executive partnership skills—collaborating with Revenue Operations, Marketing, and Sales to execute unified GTM strategies.
• Operational discipline with mastery of CRM systems (Salesforce), conversation analytics (Gong), and reporting tools.

Preferred Qualifications

• Experience in Martech or adjacent technology sectors.
• Background in designing and launching customer advocacy programs (Customer Advisory Boards, NPS initiatives).
• Track record of leading change management initiatives that drive adoption and value realization.
• Experience with global expansion into emerging markets.
• Advanced data analytics skills—SQL, Tableau, or similar BI platforms.

Skills & Competencies

• Strategic Vision & Execution
• Commercial Acumen & Revenue Growth
• Leadership & Talent Development
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Cross‑Functional Collaboration
• Change Management
• AI & Automation Proficiency
• Excellent Communication & Presentation Skills

Career Growth & Development Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As VP of Customer Success, you will:

• Lead a high‑visibility function that directly impacts company revenue and growth.
• Collaborate with the CEO, COO, and C‑suite on strategic initiatives.
• Mentor future leaders within the Customer Success organization.
• Participate in global leadership programs and industry conferences.
• Benefit from continuous learning resources—AI workshops, leadership coaching, and advanced analytics training.

Work Environment & Culture

brighthush thrives on a culture of innovation, inclusivity, and relentless customer focus. Our remote‑first model empowers teams worldwide, while regular virtual town halls and quarterly all‑hands meetings keep everyone aligned. We celebrate diversity, encourage open dialogue, and reward bold ideas that drive measurable impact. As a leader, you will embody these values and inspire your team to do the same.

Compensation & Benefits

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

• Base salary commensurate with seniority and market benchmarks.
• Performance‑based bonus tied to GRR, NRR, and expansion revenue.
• Equity participation to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, mental health resources, and employee assistance programs.

Equal Opportunity & Diversity Statement

brighthush is an equal opportunity employer. All hiring decisions are made based on merit, competence, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. brighthush believes that diversity and inclusion are critical to our success, and we actively recruit, develop, and retain the most talented individuals from a broad candidate pool.

Important Safety Notice

Please be aware that any communication related to this job posting will only come from email addresses ending in @brighthush.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent. To ensure your safety, note that we will never:

• Provide screening questions via email.
• Extend a job offer without a formal interview process.
• Request personal information (such as Social Security numbers, banking details, etc.) through email or messaging platforms.

If you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us.

How to Apply

Ready to lead brighthush’s Customer Success to new heights? Submit your application through our careers portal or click the link below. We look forward to discovering how your expertise and passion can help us deliver unparalleled value to our customers worldwide.