Seasonal Senior Director of Customer Success – Americas – Driving Enterprise Growth, Retention, and Strategic Partnerships in B2B SaaS Risk Intelligence at brighthush

About brighthush

brighthush is not just a company; it’s a movement in the risk intelligence space. Leveraging the power of artificial intelligence, machine learning, and deep industry expertise, we deliver real‑time analytics that empower businesses across the Americas to navigate complex compliance ecosystems, thwart fraud, and monitor merchant activity. Our platform gives organizations the insights they need to make safer, smarter decisions—protecting the bottom line while elevating customer trust.

Founded on a vision of transparency and innovation, brighthush has evolved from a niche startup into a leading player in the Information Technology sector. We thrive on a culture of continuous learning, collaboration, and a relentless focus on delivering value to our clients. Whether you are a seasoned veteran or an ambitious early‑career professional, you will find a place at brighthush where your ideas can shape the future of risk intelligence.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience:

• Impactful Work: Drive measurable outcomes for high‑profile enterprise clients across the Americas, shaping the future of risk intelligence.
• Growth Opportunities: Rapid career advancement, mentorship from industry leaders, and access to cross‑functional projects that broaden your skill set.
• Inclusive Culture: A diverse, supportive environment that values every voice and encourages creative problem‑solving.
• Work‑Life Balance: Flexible remote work arrangements, generous vacation policies, and a focus on employee wellness.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, equity options, and robust benefits.

Our Mission & Vision

At brighthush, our mission is to empower organizations with the intelligence they need to make safer, smarter decisions. We envision a world where businesses can proactively manage risk, comply with evolving regulations, and protect their customers without compromising growth.

Role Overview

As the Seasonal Senior Director of Customer Success for the Americas, you will be the strategic leader responsible for the end‑to‑end success of our enterprise portfolio. Your role blends visionary leadership with hands‑on execution, ensuring that our clients not only achieve but exceed their business objectives. You will serve as the voice of the customer within brighthush, translating client insights into product enhancements, service improvements, and strategic initiatives.

Key Responsibilities

• Team Leadership & Development: Build, coach, and inspire a high‑performing Customer Success team of managers, success managers, and analysts. Foster a culture of accountability, continuous improvement, and customer‑centric thinking.
• Strategic Portfolio Management: Own a diversified portfolio of strategic accounts, driving account expansion, upsell, and cross‑sell opportunities while maintaining deep, trusted relationships with C‑suite stakeholders.
• Retention & Growth Engine: Design and execute proactive retention strategies that reduce churn, increase renewal rates, and unlock new revenue streams. Leverage data analytics to identify growth levers and forecast performance.
• Process & Tool Optimization: Champion the adoption of best‑practice processes, customer success frameworks, and technology platforms. Ensure seamless integration across sales, marketing, product, and support.
• Customer Advocacy & Voice: Serve as the voice of the customer within brighthush, translating client insights into product enhancements, service improvements, and strategic initiatives.
• Cross‑Functional Collaboration: Partner closely with Sales, Product, Marketing, and Engineering to align on go‑to‑market strategies, product roadmaps, and customer feedback loops.
• Reporting & Analytics: Deliver regular executive‑level dashboards and insights on key metrics such as NPS, CSAT, churn, renewal rates, and expansion revenue.
• Travel & Client Engagement: Conduct periodic travel (up to 20% of the time) to meet with enterprise clients, attend industry events, and represent brighthush at partner conferences.
• Strategic Thought Leadership: Represent brighthush at industry forums, webinars, and conferences, positioning the company as a thought leader in risk intelligence and customer success.
• Budget & Resource Management: Oversee the customer success budget, ensuring optimal allocation of resources to maximize ROI and support growth initiatives.

Essential Qualifications

• 8+ years of progressive experience in Customer Success, Account Management, or related leadership roles within B2B SaaS environments.
• Minimum of 3 years leading and scaling customer success teams, with a proven track record of building high‑performing cultures.
• Demonstrated success managing strategic, enterprise‑level portfolios, driving both retention and expansion.
• Strong analytical mindset with proficiency in data‑driven decision making and experience using CRM platforms.
• Excellent communication skills—able to articulate complex concepts to both technical and non‑technical audiences, and to influence at the C‑level.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field (MBA preferred).
• Willingness to travel periodically (up to 20%) across the Americas.
• Proven ability to develop and execute customer success strategies that align with company revenue goals.
• Experience with customer success metrics and KPIs, including NPS, CSAT, churn, renewal, and expansion revenue.

Preferred Qualifications

• Experience in the risk, compliance, or merchant monitoring industry, or a deep understanding of regulatory frameworks.
• Proficiency with customer success platforms and tools.
• Background in building and scaling customer success operations from the ground up.
• Knowledge of data privacy regulations (GDPR, CCPA) and their impact on SaaS products.
• Track record of implementing customer success metrics that align with company revenue goals.
• Experience leading cross‑functional initiatives that drive product innovation based on customer feedback.
• Strong project management skills, with a history of delivering complex initiatives on time and within budget.

Skills & Competencies

• Strategic Vision: Ability to translate business objectives into actionable customer success strategies.
• Leadership & Coaching: Proven talent for mentoring teams, fostering collaboration, and driving performance.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning feedback into value.
• Data Literacy: Comfortable working with large datasets, deriving insights, and presenting findings to stakeholders.
• Project Management: Skilled at managing multiple initiatives simultaneously while meeting deadlines.
• Change Management: Experience leading organizational change and adoption of new processes or tools.
• Financial Acumen: Understanding of revenue metrics, forecasting, and budget management.
• Communication & Influence: Exceptional written and verbal communication skills, with the ability to influence senior leaders.
• Collaboration: Ability to work seamlessly with Sales, Product, Marketing, and Engineering teams.
• Adaptability: Comfortable operating in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As Seasonal Senior Director of Customer Success, you will:

• Progress into executive leadership roles such as Vice President of Customer Success or Chief Customer Officer.
• Participate in leadership development programs, including mentorship from senior executives and attendance at industry conferences.
• Access continuous learning resources—online courses, certifications, and internal knowledge hubs—to deepen expertise in SaaS, risk management, and customer experience.
• Shape the future of brighthush’s product roadmap through direct customer insights and cross‑functional collaboration.
• Lead initiatives that influence company strategy, culture, and market positioning.
• Build a personal brand as a thought leader in customer success and risk intelligence.

Work Environment & Culture

brighthush thrives on a culture that values transparency, innovation, and collaboration. Our remote‑first model empowers teams across the Americas to work flexibly while staying connected through:

• Weekly virtual town halls and cross‑departmental syncs.
• Monthly hackathons and innovation challenges.
• Quarterly in‑person retreats that blend learning, team building, and networking.
• Open‑door policies that encourage feedback and continuous improvement.
• Dedicated channels for knowledge sharing, peer recognition, and community building.
• Regular pulse surveys to gauge employee engagement and identify improvement areas.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leadership.
• Performance‑based annual bonus tied to key metrics such as renewal rates, expansion revenue, and customer satisfaction.
• Equity options that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Wellness stipend, mental health resources, and access to virtual fitness classes.
• Professional development budget for conferences, courses, and certifications.
• Employee referral bonuses and recognition programs.
• Access to cutting‑edge tools and technologies that support your work and growth.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your resume and a cover letter outlining your experience in enterprise customer success, your leadership philosophy, and why you’re excited about risk intelligence. We’ll review your application and reach out to schedule a conversation.

Frequently Asked Questions

• What does “Seasonal” mean in this role? The position is designed for a temporary, high‑impact engagement that aligns with our quarterly growth initiatives. It offers a unique opportunity to lead a critical function while enjoying flexible work arrangements.
• Will this role transition to a permanent position? Depending on performance and business needs, there may be an opportunity to transition to a permanent leadership role within brighthush.
• What is the travel requirement? Up to 20% of the time, primarily to meet with key enterprise clients and attend industry events across the Americas.
• What support does brighthush provide for professional development? We offer a dedicated budget for certifications, conferences, and courses, as well as access to internal learning platforms and mentorship programs.

Ready to Make an Impact?

If you are a visionary leader who thrives on driving customer success at scale, who can translate data into action, and who is eager to shape the future of risk intelligence, we want to hear from you. Join brighthush and help us empower organizations to make safer, smarter decisions while building a career that is as rewarding as it is challenging.

Apply today and become the catalyst for transformative customer success across the Americas.