Senior Vice President of Customer Success & Growth – Driving Global Customer Experience Excellence at brighthush

About brighthush

brighthush is a trailblazer in the telecommunications and open‑source software arena, empowering organizations worldwide to build scalable, reliable, and innovative voice, video, and messaging solutions. With a vibrant community of over 10,000 developers and a commitment to open collaboration, brighthush has become a cornerstone for businesses that demand cutting‑edge communication infrastructure. Our mission is simple: deliver unparalleled customer value by marrying technology with a relentless focus on user experience.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking, globally distributed team that thrives on creativity, transparency, and continuous learning. We champion a culture of empowerment, where every voice is heard and every idea can shape the future of communication. Our remote-first environment offers flexibility, while our collaborative spirit ensures you’ll never feel isolated. If you’re passionate about customer success, technology, and making a tangible impact, brighthush is the place to grow.

Role Overview

The Senior Vice President of Customer Success & Growth will serve as the strategic leader responsible for designing, executing, and scaling the customer success function across brighthush’s global portfolio. This executive role will partner closely with Sales, Product, Engineering, and Support to create a seamless, customer‑centric experience that drives adoption, retention, and expansion. You will build and mentor a high‑performing team, establish data‑driven success metrics, and champion a culture of continuous improvement.

Key Responsibilities

• Strategic Leadership: Develop and own the customer success strategy, aligning it with brighthush’s overall business objectives and growth plans.
• Team Management & Development: Recruit, coach, and retain a world‑class customer success organization, fostering a culture of ownership, collaboration, and high performance.
• Customer Onboarding & Adoption: Design and implement scalable onboarding programs that accelerate time‑to‑value for new customers and ensure smooth integration with brighthush’s platform.
• Retention & Expansion: Drive renewal processes, churn reduction initiatives, and upsell/cross‑sell strategies that maximize customer lifetime value.
• Executive Relationship Management: Build and maintain trusted relationships with C‑level stakeholders across key accounts, serving as the primary advocate for customer needs.
• Data‑Driven Decision Making: Define, track, and report on customer health metrics, NPS, CSAT, and other KPIs; translate insights into actionable improvements.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Support to surface customer feedback, influence roadmap priorities, and resolve escalations.
• Process & Tool Optimization: Evaluate and implement customer success tools (e.g., CRM, CSAT platforms, analytics dashboards) to enhance efficiency and visibility.
• Thought Leadership: Represent brighthush at industry events, conferences, and community forums, positioning the company as a leader in customer experience.
• Reporting & Forecasting: Provide regular executive updates on customer success metrics, financial impact, and strategic initiatives.

Essential Qualifications

• Minimum 10 years of progressive experience in customer success, account management, or related roles within SaaS or technology companies.
• Proven track record of building and scaling high‑performing customer success teams in a remote, distributed environment.
• Deep expertise in customer satisfaction, experience design, and retention strategies that drive measurable business outcomes.
• Strong analytical mindset with the ability to interpret complex data sets, define success metrics, and translate insights into strategic actions.
• Excellent communication, negotiation, and stakeholder management skills, including experience engaging with C‑level executives.
• Bachelor’s degree in Business, Communications, or a related field; advanced degree or equivalent experience is highly desirable.
• Experience in telecommunications, open‑source software, or related technology sectors is a significant advantage.

Preferred Qualifications

• Experience leading customer success initiatives for a global, multi‑product portfolio.
• Familiarity with open‑source community dynamics and the ability to integrate community feedback into product strategy.
• Proficiency in using customer success platforms such as Gainsight, Totango, or similar tools.
• Demonstrated success in driving revenue growth through upsell, cross‑sell, and expansion programs.
• Background in data science or analytics, with the ability to build predictive models for churn and renewal.

Skills & Competencies

• Strategic Vision & Execution
• Leadership & Team Development
• Customer‑Centric Mindset
• Data Analysis & Insight Generation
• Stakeholder Management & Influence
• Project Management & Process Improvement
• Communication & Storytelling
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limitless. As Senior Vice President, you’ll have the opportunity to shape the future of customer success across the organization, influence product strategy, and drive global growth. We invest heavily in professional development through:

• Executive coaching and leadership training programs.
• Access to industry conferences, workshops, and networking events.
• Internal knowledge‑sharing sessions with product, engineering, and sales leaders.
• Continuous learning resources, including subscriptions to leading industry publications and online courses.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, autonomy, and collaboration. You’ll enjoy:

• Flexible work hours that respect your personal and professional commitments.
• Regular virtual team gatherings, hackathons, and community meet‑ups.
• A transparent communication framework that keeps everyone aligned.
• Inclusive policies that celebrate diversity and foster belonging.

Compensation, Perks, and Benefits

While the exact package will be tailored to your experience and role, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior executive roles.
• Performance‑based bonuses 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.
• Generous paid time off, parental leave, and wellness programs.
• Professional development budget and tuition reimbursement.
• Access to cutting‑edge technology and tools to support your remote work.

How to Apply

If you’re ready to lead brighthush’s customer success engine, drive global growth, and make a lasting impact on millions of users worldwide, we’d love to hear from you. Submit your resume and a brief cover letter outlining your vision for customer success at brighthush. Let’s build the future of communication together.