Senior Assistant Director of Customer Success & Account Management – Driving High‑Value Client Growth, Satisfaction, and Strategic Partnerships in AI‑Powered Customer Experience at brighthush

About brighthush

brighthush is more than a technology provider; it is a movement that reimagines how brands connect with their customers. By weaving together artificial intelligence, data science, and human‑centric design, we deliver a unified platform that transforms every customer touchpoint into a predictive, personalized, and proactive experience. Our footprint spans North America, Europe, and Asia, empowering brands to anticipate needs, reduce churn, and unlock new revenue streams—all while preserving the human connection at the core of every interaction.

From its modest beginnings as a nimble startup to its current status as a global leader in customer experience innovation, brighthush has stayed true to its founding principle: technology should amplify human connection. Our culture thrives on curiosity, collaboration, and a relentless focus on measurable impact. If you are passionate about data‑driven strategy, thrive in a fast‑paced environment, and want to help shape the future of customer success, brighthush is the place for you.

Why This Role Matters

The Senior Assistant Director of Customer Success & Account Management is a strategic catalyst at brighthush. You will own the entire lifecycle of our high‑value accounts, ensuring that each client not only adopts our platform but also realizes sustained, quantifiable value. Your work will directly influence renewal rates, upsell opportunities, and brand advocacy—key metrics that drive our growth trajectory.

In this role, you will blend strategy, operations, and relationship management to create a customer success engine that scales. You will partner with Sales, Product, Marketing, and Engineering to surface insights, shape roadmaps, and deliver outcomes that resonate with our clients and our business.

Key Responsibilities

• Strategic Customer Success Leadership: Own the end‑to‑end journey for a portfolio of high‑value accounts, aligning success plans with each client’s business objectives and our product roadmap. Develop quarterly business reviews, executive dashboards, and value‑based playbooks that articulate ROI.
• Relationship Building & Partnership Development: Serve as the trusted advisor for C‑suite and operational leaders, fostering deep, long‑term partnerships that drive mutual growth. Facilitate regular check‑ins, strategy sessions, and joint business planning workshops.
• Product Adoption & Usage Monitoring: Leverage advanced analytics and customer feedback loops to identify adoption gaps, recommend enhancements, and champion usage that delivers tangible ROI. Own the adoption scorecard and drive initiatives that increase feature utilization.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering to surface customer insights, influence feature prioritization, and coordinate go‑to‑market initiatives. Translate customer pain points into product enhancements and marketing narratives.
• Team Management & Mentorship: Lead, coach, and develop a high‑performing Customer Success team. Set clear goals, conduct performance reviews, and create a culture of continuous improvement, accountability, and professional growth.
• Performance Metrics & Reporting: Define, track, and report on key success metrics (NPS, CSAT, renewal rates, expansion revenue). Present insights to senior leadership, highlighting trends, risks, and opportunities.
• Process Optimization: Design and refine customer success processes, playbooks, and tools to increase efficiency, scalability, and quality of service. Implement automation, knowledge bases, and workflow enhancements.
• Travel & On‑Site Engagement: Travel up to 25% of the time to meet clients, attend industry events, and support critical account initiatives. Represent brighthush at conferences, partner summits, and client workshops.

Essential Qualifications

• 3–5+ years of progressive experience in Customer Success, Account Management, Pre‑Sales, or Customer Support within a technology environment.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Proven track record of managing high‑value accounts, driving renewal, and achieving upsell targets.
• Exceptional communication, presentation, and storytelling skills—able to articulate complex concepts to both technical and non‑technical audiences.
• Strong analytical mindset with the ability to interpret data, derive insights, and translate findings into actionable strategies.
• Experience with CRM and customer success platforms (e.g., brighthush, brighthush, brighthush) and familiarity with AI/ML tools.
• Demonstrated ability to lead and develop a team, fostering a culture of accountability, collaboration, and continuous learning.
• Willingness and flexibility to travel up to 25% of the time, primarily within the United States.

Preferred Qualifications

• Advanced degree (MBA, MS) or relevant certifications (CSM, CSPO, etc.).
• Experience in the finance or risk assessment sector, particularly with AI‑driven analytics.
• Background in consulting or professional services, with a focus on change management.
• Multilingual capabilities or experience working with international clients.
• Proficiency in data visualization tools (brighthush, brighthush, brighthush) and SQL.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client challenges and a relentless focus on delivering value.
• Strategic Thinking: Ability to see the big picture, anticipate market trends, and align customer success initiatives with business goals.
• Leadership & Influence: Inspire teams, influence cross‑functional stakeholders, and drive consensus on complex issues.
• Data‑Driven Decision Making: Leverage metrics, dashboards, and qualitative insights to inform strategy and measure impact.
• Project Management: Manage multiple initiatives simultaneously, ensuring timely delivery and stakeholder satisfaction.
• Adaptability & Resilience: Thrive in a dynamic, fast‑moving environment, pivoting quickly in response to changing priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in unlocking the full potential of our people. As Senior Assistant Director of Customer Success, you will:

• Progress to Director or VP of Customer Success within 2–3 years, based on performance and business needs.
• Participate in leadership development programs, including mentorship from senior executives and access to industry conferences.
• Engage in cross‑functional projects that broaden your skill set—from product strategy to data science.
• Receive continuous learning support, including tuition reimbursement for relevant courses, certifications, and workshops.
• Contribute to brighthush’s thought leadership by speaking at events, publishing white papers, and shaping industry best practices.
• Own a portfolio of high‑impact initiatives that directly influence the company’s growth trajectory.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a data‑driven approach to decision making.
• Innovation: A sandbox mentality that encourages experimentation, rapid prototyping, and learning from failure.
• Inclusivity: A diverse workforce that celebrates different perspectives, backgrounds, and ideas.
• Well‑Being: Comprehensive health plans, mental health resources, and a focus on work‑life balance.
• Community Impact: Volunteer programs, sustainability initiatives, and partnerships with non‑profits to give back to society.
• Professional Growth: Regular knowledge‑sharing sessions, hackathons, and internal “innovation days” that keep the team energized.
• Global Collaboration: A distributed team that spans time zones, enabling 24/7 coverage and a truly global perspective.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: USD 98,800 – 143,350 per year, commensurate with experience and performance.
• Performance Bonus: Annual bonus potential tied to individual, team, and company metrics.
• Equity: Stock options or RSUs to align your success with the company’s long‑term growth.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, including telehealth services.
• Retirement Plans: 401(k) with company matching, ensuring a secure financial future.
• Paid Time Off: Generous vacation, sick leave, and personal days, plus paid holidays.
• Parental Leave: Generous paid parental leave for new parents, supporting work‑life integration.
• Professional Development: Tuition reimbursement, conference travel, and access to online learning platforms.
• Well‑Being Perks: Gym membership subsidies, wellness stipends, and mental health support.
• Remote Work Flexibility: Home office stipend, flexible work hours, and a global, distributed team culture.

How to Apply

Ready to take the next step in your career and help shape the future of customer success at brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise and passion can drive success for our clients and our organization.

Apply now and join a team that is redefining the customer experience landscape—one success story at a time.