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Vice President of Customer Success

Remote

About Brightfield

Brightfield is an AI company with a team of data-driven innovators, problem solvers, and trusted advisors in human capital and workforce analytics. Since 2006, we have empowered the Global 2000 with analytic insights to reduce costs, decrease risk and increase their competitive advantage through our AI-powered SaaS platform, TDX (Talent Data Exchange). TDX is fueled by +$300B in aggregated workforce spend data from 139 countries.

As a company, we are thought leaders in AI and industry experts in contingent workforce analytics. We foster a collaborative, fully remote work environment that values flexibility, continuous learning, and personal growth. This position will report to the Chief Customer Officer.

About the Role

We are looking for a Vice President of Customer Success to lead and scale our Customer Success Team focused on our strategic and expansive Partner ecosystem. This is a critical leadership role focused on driving customer retention, growth, and advocacy through strong strategic relationships.  You will be responsible for owning the customer journey across our partner community and channels, ensuring that Brightfield’s TDX platform delivers maximum value to our customers.

This role requires a hands-on doer and a strategist—someone who can roll up their sleeves while also setting the long-term vision for customer success. You will work cross-functionally with Sales, Product, and Delivery teams to align customer success initiatives with business objectives.

What You’ll Do

  • Customer Retention & Expansion – Drive renewals, expansions, and engagement with Brightfield’s TDX platform customers across our partner ecosystem.
  • Strategic Partnership Management – Build and foster strong relationships with key partners and customers to enhance joint success and growth opportunity.
  • Lead and Scale the Customer Success Team – Oversee a high-performing team that supports customers through our partner channels.
  • Customer Advocacy & Value Delivery – Engage regularly with customers to deeply understand their business and strategic priorities, ensuring customers derive measurable value from TDX, leading to increased satisfaction and retention.
  • Full Lifecycle Execution – Partner with customers from post-sales implementation planning through adoption, expansion, and renewal—proactively guide their journey and enabling them to drive innovation and demonstrated business value from TDX.
  • Customer Success Metrics & Insights – Proactively analyze and leverage data to minimize churn risk, improve product usage, and identify expansion opportunity by tracking key Customer Success KPIs, such as net dollar retention, churn, renewals and expansion revenue.
  • Cross-functional Collaboration – Partner with Advisory, Sales, Product, Data, and Engineering teams to accelerate customer time-to-value and improve TDX through feedback loops.

Who You Are

  • Customer Success leader with a proven track record in managing and growing partner or commercial accounts.
  • Strong strategic planning and execution skills to align Customer Success with broader company goals, with expertise in customer success metrics (e.g., NDR, GDR, adoption, usage) and their application to inform retention and growth strategies.
  • Deep experience in SaaS and analytic solutions and platforms.
  • Skilled in contract negotiations and account management.
  • Excellent communicator and collaborator, able to build trust, exude confidence, and influence stakeholders at all levels.
  • Highly analytical, data-driven, and able to turn insights into actionable strategies that articulate value to the customer.
  • Able to develop strategic partnerships and foster strong channel relationships to drive scalable customer success.
  • Knowledge of contingent workforce management and services procurement is a plus.

What You’ve Done

  • 8-10+ years of experience in Customer Success, Account Management, or Strategic Partnerships leadership roles.
  • Bachelor’s degree or equivalent career experience.
  • Experience managing a large portfolio of partner and customer accounts, driving retention and expansion strategies in partnership with Sales.
  • Strong background in technology deployment, enterprise architecture, and CS solutions.
  • Experience using CRM software to prioritize and manage accounts.
  • Strong leadership and prioritization skills, with experience thriving in strategic conversations that require emotional intelligence and decision-making.

Equal Opportunity Employer

Brightfield is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

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