Visionary Head of Customer Success & Growth – Driving Retention, Innovation, and Impact for a Mission‑Driven B2B Platform at brighthush

About brighthush

brighthush is a forward‑thinking, privately funded technology powerhouse that is reshaping the online commerce ecosystem for the better. With a clear mission to balance rapid growth with positive societal and environmental impact, we empower businesses, non‑profits, and academic institutions to thrive through technology‑enabled solutions. Our global footprint spans multiple regions, and we are now entering a transformative phase that will redefine how we deliver value to our partners and customers. As a leader in the B2B tech ecosystem, brighthush is committed to creating sustainable, scalable, and socially responsible outcomes for every stakeholder.

Why brighthush?

At brighthush, success is measured not only by revenue but also by the positive change we create in the world. Our culture is built on collaboration, innovation, and a relentless focus on customer outcomes. We champion diversity, encourage continuous learning, and reward bold ideas that push the boundaries of what’s possible. We believe that the best solutions emerge when people are empowered, supported, and inspired to think differently. If you want to work where your work matters, where your ideas shape the future, and where you can see the real impact of your contributions, brighthush is the place for you.

Role Overview

We are seeking an experienced, visionary leader to serve as the Head of Customer Success & Growth at brighthush. In this strategic yet hands‑on role, you will build and scale a world‑class B2B customer success organization that partners with mission‑driven entities—such as non‑profits, universities, and socially responsible enterprises—to unlock their full potential. You will be the catalyst for change, driving process excellence, technology adoption, and a customer‑first mindset across the organization.

Key Responsibilities

• Team Leadership & Culture Building – Inspire, mentor, and grow a high‑performing customer success team that embodies brighthush’s values and mission. Foster a culture of ownership, curiosity, and continuous improvement.
• Process & Technology Design – Architect scalable, data‑driven workflows that streamline onboarding, adoption, and renewal cycles. Identify gaps, implement best practices, and ensure seamless integration with product, sales, and marketing systems.
• Retention & Growth Strategy – Leverage analytics to identify churn risks, upsell opportunities, and cross‑sell pathways that drive sustainable revenue growth. Translate insights into actionable plans and monitor progress against targets.
• Cross‑Functional Collaboration – Partner with Product, Sales, Marketing, and Operations to align customer success initiatives with broader business objectives. Serve as the customer advocate in executive discussions and product roadmaps.
• Global Expansion Support – Lead the customer success function’s expansion into new regions, ensuring local teams are equipped with the right tools, processes, and cultural understanding.
• Customer Advocacy – Champion the voice of the customer within brighthush, translating insights into product enhancements and strategic roadmap decisions. Build a community of brand ambassadors and evangelists.
• Metrics & Reporting – Define, track, and report on key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), churn rate, and customer health scores. Use data to drive continuous improvement.
• Change Management – Drive organizational change initiatives, ensuring smooth adoption of new tools, processes, and cultural shifts. Provide training, communication, and support to all stakeholders.

What We Seek

• Proven Leadership Experience – 8+ years in customer success or related roles, with at least 3 years in a senior leadership capacity within a B2B or technology‑driven environment.
• Change Management Expertise – Demonstrated success in leading large‑scale transformations, process optimization, and technology rollouts.
• Data‑Driven Mindset – Ability to harness data and analytics to inform strategy, forecast trends, and drive actionable insights.
• Relationship Building – Exceptional communication and stakeholder management skills, with a track record of building trust with C‑suite executives and key partners.
• Strategic Vision – A forward‑thinking approach that balances short‑term wins with long‑term growth and sustainability.

Preferred Qualifications

• Experience working with mission‑driven organizations such as NGOs, foundations, or academic institutions.
• Background in SaaS or platform‑based business models.
• Familiarity with customer success platforms and CRM systems.
• Fluency in multiple languages and experience managing global teams.
• Advanced degree in Business, Marketing, or a related field.

Skills & Competencies

• Strategic Planning & Execution
• Process Design & Continuous Improvement
• Data Analysis & KPI Management
• Team Building & Talent Development
• Stakeholder Engagement & Influence
• Change Management & Cultural Transformation
• Customer‑Centric Mindset
• Technology Adoption & Integration

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market we serve. As Head of Customer Success, you will:

• Lead cross‑functional initiatives that shape the company’s strategic direction.
• Mentor and develop future leaders within the organization.
• Participate in executive‑level decision making and strategy sessions.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.
• Influence product development and innovation pipelines.
• Drive the adoption of emerging technologies that enhance customer experience.
• Build a personal brand as a thought leader in customer success and growth.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and purpose. You’ll find:

• Flexible work arrangements, including remote and hybrid options.
• A supportive, inclusive environment that values diverse perspectives.
• Regular town‑hall meetings and open forums for idea exchange.
• Community engagement initiatives that allow employees to give back.
• A focus on work‑life balance, with generous vacation policies and wellness programs.
• Access to cutting‑edge tools and resources that empower you to do your best work.
• A culture that celebrates both individual and team achievements.

Compensation & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Professional development budget and tuition reimbursement.
• Wellness stipend, gym memberships, and mental health resources.
• Paid parental leave and flexible family‑support policies.
• Annual company retreats and team‑building events.

How to Apply

Ready to lead the next chapter of customer success at brighthush? Submit your resume, a cover letter outlining your vision for customer success, and any relevant case studies or portfolio pieces that demonstrate your impact. We’re excited to hear how you will help us create lasting value for our partners and communities.

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