Brightfield - Vice President, Customer Success
Requirements
• Experience leading Customer Success in a senior, hands-on capacity. • Experience building executive-level customer relationships and credibility. • A track record of connecting technology use cases to measurable customer business outcomes and making realized value visible. • A demonstrated track record of owning or materially driving retention, renewals, and expansion, with the commercial judgment and financial acumen to manage Customer Success as a growth engine without approaching the role as a sales position.Demonstrated ability to develop and coach Customer Success leaders, set clear expectations, and create accountability without creating fear. • Experience in services procurement and/or contingent workforce sufficient to discuss customer business problems credibly. • Excellent judgment and operating discipline in ambiguous, cross-functional situations. • The ability to challenge weak thinking constructively, listen first, and lead with low ego. • The ability to handle conflict, deliver difficult messages, and remain effective with both practitioners and senior executives.
Responsibilities
• Build a deep understanding of each customer’s objectives, stakeholders, decision process, and business problems. • Advise customers what Brightfield believes they should do, rather than simply asking what they want. • Connect TDX use cases to measurable business outcomes, establish success measures and baselines, and make achieved value visible. • Use the customer value story to drive retention, renewal, and expansion, recognizing that commercial outcomes are the ultimate proof that sustained customer value has been created.Understand renewal mechanics, risk, expansion opportunities, and commercial trade-offs, and identify a weak value proposition before a renewal becomes a rescue. • Take ownership of unclear customer or cross-functional situations, establish the facts, clarify accountability, and move issues to resolution. • Mobilize Product, Data, Advisory, Sales, and other resources while maintaining clear accountability for the customer outcome and the commercial health of the relationship. • Translate customer issues and requirements into clear, actionable inputs for internal teams and close the loop with the customer. • Engage credibly with both practitioners and executives, including delivering difficult messages and handling conflict without becoming defensive. • Develop Customer Success leads into stronger customer executives through coaching, constructive challenge, and clear accountability. • Coach team members through account strategy rather than taking over their accounts. • Distinguish capability issues from process or resource issues and respond appropriately. • Lead a defined area of the Customer Success team with a hands-on, outcomes-oriented approach, setting a high and clear bar for the people within their scope.
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