Visionary Senior Head of Customer Success – Remote, B2B SaaS Growth Champion for Customer Retention, Expansion, and Strategic Leadership at brighthush

About brighthush

brighthush is redefining the way teams collaborate in the digital age. Our cloud‑native platform seamlessly blends knowledge management, real‑time teamwork, and AI‑driven insights, giving every team member instant, contextual access to the information they need. Whether you’re an engineer building the next generation of software, a product manager steering roadmap decisions, or a support specialist resolving customer issues, brighthush empowers you to work faster, smarter, and more collaboratively.

As a high‑growth SaaS startup, we thrive on agility, data‑driven decision making, and a relentless focus on customer value. We’re building a culture where ideas are tested quickly, feedback loops are short, and success is measured by the real impact we create for our customers. If you’re passionate about shaping the future of customer success and want to lead a team that is as ambitious as it is collaborative, brighthush is the place for you.

About the Role

We’re looking for a visionary, hands‑on leader to serve as the Senior Head of Customer Success for our fully remote, B2B SaaS organization. In this role, you will own the entire post‑sale customer journey—from onboarding and adoption to renewal and expansion—transforming customer success into a reliable engine for revenue growth. You will partner closely with Sales, Product, and Executive Leadership to create scalable processes, data‑rich playbooks, and a culture of continuous improvement. This is a strategic leadership position for someone who has successfully scaled a CS organization in a high‑growth SaaS environment and is ready to set the strategic direction for the next phase of our journey.

Key Responsibilities

• Strategic Leadership: Define and own the end‑to‑end customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions. Translate company goals into actionable CS initiatives.
• Retention & Growth: Own retention and net revenue retention (NRR) targets; proactively identify churn risk and implement mitigation plans. Drive initiatives that increase upsell and cross‑sell opportunities.
• Onboarding Excellence: Design and implement scalable onboarding programs that accelerate time‑to‑value for new customers. Ensure a seamless handoff from Sales to CS and a frictionless early‑stage experience.
• Cross‑Functional Collaboration: Partner with Sales on renewal and expansion opportunities, and with Product on the customer feedback loop. Act as the voice of the customer in executive meetings.
• Metrics & Playbooks: Establish customer health metrics, quarterly business review (QBR) cadences, and playbooks for different account segments (SMB to enterprise). Use data to drive continuous improvement.
• Executive Sponsorship: Serve as an executive sponsor for key strategic accounts, ensuring alignment with business objectives and fostering long‑term relationships.
• Reporting & Insight: Report on CS performance (retention, NRR, CSAT/NPS, adoption) to company leadership and translate insights into action. Provide transparent, data‑driven updates.
• Voice of the Customer: Champion the customer perspective internally, influencing product roadmap and go‑to‑market decisions. Build a culture where customer feedback is a strategic asset.
• Team Building & Culture: Recruit, mentor, and develop a high‑performing CS team. Foster a culture of ownership, accountability, and continuous learning.
• Process Design & Optimization: Create repeatable, scalable CS processes that can grow with the company. Continuously refine workflows to improve efficiency and customer satisfaction.

Essential Qualifications

• 7+ years of experience in Customer Success, Account Management, or a related customer‑facing role at a B2B SaaS company.
• 2+ years in a leadership role, with a proven track record of owning retention/NRR targets and building repeatable CS processes from the ground up.
• Experience managing both mid‑market and enterprise customers, including executive stakeholders.
• Strong analytical mindset—comfortable defining and tracking key metrics such as NRR, churn, CSAT/NPS, and adoption.
• Excellent communication skills, with a history of presenting to internal leadership and external customer executives.
• A builder’s mindset—comfortable creating structure and process in a growing organization, not just operating within an existing one.
• Proficiency with CS/CRM tooling (e.g., Gainsight, Salesforce, HubSpot, or similar).
• Experience leading remote teams and managing distributed workforces.
• Strong stakeholder management skills—able to influence cross‑functional teams and senior executives.

Preferred Qualifications

• Experience in enterprise IT, knowledge management, or workplace productivity SaaS.
• Background in scaling CS teams in high‑growth environments.
• Familiarity with advanced customer success analytics platforms.
• Demonstrated ability to influence product strategy through customer insights.
• Experience with customer success certification programs (e.g., CSAT, NPS, or Gainsight certifications).

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Leadership & Team Building
• Customer Advocacy
• Stakeholder Management
• Process Design & Optimization
• Communication & Presentation
• Change Management
• Project Management
• Empathy & Emotional Intelligence

Career Growth & Learning Opportunities

At brighthush, your career trajectory is directly tied to the impact you create. As Senior Head of Customer Success, you will:

• Shape the CS organization from the ground up, influencing company culture and growth strategy.
• Collaborate with senior executives, gaining exposure to product strategy, sales, and finance.
• Lead a high‑performing team, mentoring managers and fostering a culture of continuous learning.
• Participate in industry conferences, webinars, and thought‑leadership initiatives.
• Access a robust learning & development budget, including certifications, courses, and workshops.
• Be positioned for future executive roles within brighthush, such as Chief Customer Officer or VP of Customer Experience.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and work‑life balance. Key highlights include:

• Fully remote, flexible schedule—work from your favorite coffee shop, beach, or home office.
• Hybrid options for those who prefer occasional in‑office collaboration.
• Regular all‑hands meetings, bi‑weekly lunch & learn sessions, and quarterly off‑sites.
• Inclusive, diverse, and supportive team environment that values every voice.
• Monthly wellness stipend and access to an employee assistance program.
• Community outreach and volunteer opportunities to give back to local communities.
• Annual hackathon and innovation challenge to keep the team energized and creative.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CS leaders.
• Performance‑based bonus tied to NRR, retention, and customer satisfaction metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage with FSA options.
• Life, AD&D, STD, and LTD insurance.
• 401(k) retirement plan with company match.
• Paid holidays, including a winter break for rest and relaxation.
• New‑hire stipend to support your work setup.
• All‑expenses‑paid company off‑sites and free lunch bi‑weekly at company meetings.
• MacBook Pro or equivalent laptop for optimal productivity.
• Unlimited vacation policy to support work‑life balance.
• Professional development stipend for conferences, certifications, and courses.

How to Apply

Ready to lead brighthush’s customer success journey and drive measurable growth? Click the link below to submit your application and join a team that values innovation, excellence, and continuous learning.