Senior Customer Strategy Director – AI-Driven Contact Center Transformation & Enterprise Sales Leadership

Introduction

At brighthush, we are redefining the way enterprises engage with their customers. Our unified AI platform blends conversational agents, real‑time human augmentation, and deep conversation intelligence to unlock revenue and operational efficiency across every channel. With a portfolio of world‑class clients, we empower organizations to turn every interaction into a competitive advantage. As the next wave of AI reshapes customer experience, we invite visionary leaders to join us in shaping the future.

About brighthush

Founded in the heart of the Stanford AI Lab, brighthush has secured over $270 million in funding from leading investors, including brighthush, brighthush, and brighthush. Our leadership team comprises pioneers in AI, with Ping Wu—the former architect of Google’s Contact Center AI and Vertex AI platforms—at the helm. We serve enterprises across industries, delivering AI‑powered contact center solutions that drive measurable business outcomes.

Role Overview

The Senior Customer Strategy Director is a senior individual contributor positioned at the intersection of AI strategy, contact center transformation, and enterprise sales. You will act as a trusted advisor to C‑suite leaders, translating AI capabilities into concrete, value‑driven outcomes. Your influence will shape the adoption of brighthush across our largest, most strategic accounts, while also guiding internal teams on product, marketing, and go‑to‑market initiatives.

Key Responsibilities

• Vision & Thought Leadership – Lead executive‑level vision sessions that focus on how AI will reshape contact center operations, rather than product pitches. Articulate brighthush’s unique perspective on AI transformation and position the company as a credible voice in industry forums.
• Strategic Customer Engagement – Own the full engagement lifecycle: from business value discovery and stakeholder alignment to use‑case scoping across complex, multi‑stakeholder enterprise accounts. Guide customers through operational readiness, change management, and deployment planning, including Center of Excellence models and governance structures.
• Pilot & Conversational Assessment Design – Design pilot programs and conversational assessments, set clear goals, and deliver executive readouts that demonstrate tangible ROI.
• Business Case Development – Facilitate collaborative business case creation with customers, ensuring they internalize and own the value story rather than relying on a brighthush-owned spreadsheet.
• Scope & Deal Strategy – Partner with Sales to expand deals beyond initial use cases, pushing toward full platform adoption when warranted. Advise on pricing strategy and business models for non‑standard deal structures, and own the positioning and sale of professional services as part of a broader engagement strategy.
• Internal Contribution – Serve as the voice of the customer for Product, Marketing, and Partner teams. Build repeatable playbooks, frameworks, and executive assets that scale the team’s approach across the Enterprise segment.
• Thought Leadership & Trend Analysis – Stay ahead of AI trends, assess their implications for customers, and translate insights into actionable GTM strategies.

Essential Qualifications

• Deep AI Credibility – Demonstrated expertise in conversational AI agents, including an understanding of current limitations and the competitive landscape. Ability to advise customers on real transformation decisions.
• Contact Center Domain Expertise – Proven experience operating within or selling to contact center environments at enterprise scale.
• Executive Presence & Storytelling – Exceptional ability to hold a C‑suite room, simplify complex AI strategy, and inspire conviction.
• Visionary Orientation – Adept at turning AI anxiety into confidence, providing clarity and a clear path forward for customers overwhelmed by options.
• Product & Technical Fluency – Strong background in product management or equivalent, capable of engaging credibly on integration trade‑offs, deployment architecture, and model behavior.
• Enterprise Engagement Experience – Track record of leading large, complex engagements with multiple stakeholders and long sales cycles.
• IC Mindset & High‑Travel Cadence – Comfortable with a high‑travel schedule (1–2 days per week) and a role that leverages depth of customer engagement rather than team management.

Preferred Qualifications

• Experience with AI‑driven contact center solutions or similar SaaS platforms.
• Background in change management or organizational transformation.
• Strong network within the enterprise contact center ecosystem.
• Experience presenting at industry conferences or leading thought‑leadership content.

Skills & Competencies

• Strategic Thinking & Execution
• Stakeholder Management & Influence
• Data‑Driven Decision Making
• Communication & Presentation Excellence
• Negotiation & Deal Closure
• Change Management & Adoption Leadership
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, your impact is amplified by a culture that values continuous learning and innovation. You will:

• Collaborate with world‑class AI researchers and engineers, gaining exposure to cutting‑edge technology.
• Lead cross‑functional initiatives Apply for this job