Senior Customer Success Director – Enterprise & OnDemand Client Engagement, Growth Leadership, Strategic Account Management, and Innovation Champion – Leading the Future of Workplace Solutions at brighthush

Why brighthush? A Vision for the Future of Work

brighthush is more than a real‑estate and workplace solutions provider; we are a catalyst for the next wave of workplace innovation. By turning physical spaces into strategic assets, we empower organizations to unlock productivity, sustainability, and employee well‑being. Our data‑driven insights, cutting‑edge technology, and client‑centric service model set us apart in a crowded market. If you thrive on creating lasting value for clients and want to shape the future of how businesses use space, brighthush is the place to be.

Position Overview

As the Senior Customer Success Director, you will be the strategic leader of brighthush’s OnDemand client management function. Your mission: ensure that every Enterprise and OnDemand customer realizes measurable value from our services, drives retention, expands usage, and experiences operational excellence throughout the entire client lifecycle. You will build and mentor a high‑performing team of Client Success Managers, partner with Account and Operations teams, and shape the strategic direction of the OnDemand experience.

Key Responsibilities

• Team Leadership & Development – Build, coach, and inspire a diverse team of Client Success Managers. Set clear performance expectations, create career paths, and develop succession plans that align with brighthush’s long‑term vision.
• Strategic Client Engagement – Act as the executive sponsor for key Enterprise accounts. Proactively engage, drive adoption, and ensure satisfaction at every touchpoint.
• Metrics & Accountability – Own customer satisfaction, retention, and expansion metrics. Build dashboards, reporting frameworks, and continuous improvement initiatives that keep the team focused on outcomes.
• Account Planning & Reviews – Lead quarterly business reviews, executive reporting, and strategic account planning sessions with senior leadership. Translate insights into actionable plans.
• Growth & Expansion – Partner with Account Teams to identify upsell, cross‑sell, and service expansion opportunities that align with client goals and brighthush’s product roadmap.
• Operational Excellence – Oversee SLA performance, adoption analytics, and operational trends. Drive process improvements and escalation governance to ensure flawless delivery.
• Analytics & Insight – Leverage data to uncover trends, risks, and opportunities. Present findings to senior leadership and influence strategy.
• Customer‑Centric Culture – Champion a culture of accountability, responsiveness, and proactive engagement across all client touchpoints.
• Innovation Advocacy – Identify emerging industry trends and technology advancements that can enhance the OnDemand offering. Propose pilot initiatives and champion their adoption.
• Cross‑Functional Collaboration – Work closely with Product, Engineering, Sales, and Marketing to align customer feedback with roadmap priorities.
• Risk Management – Anticipate and mitigate potential churn risks. Ensure timely resolution of escalated issues and maintain high customer trust.
• Thought Leadership – Represent brighthush at industry conferences, webinars, and client events. Position the brand as a trusted advisor and thought leader.

Essential Qualifications

• Bachelor’s degree preferred; equivalent experience and education considered.
• 8–12 years of progressive experience in customer success, account management, or related fields, with a proven track record of leading high‑performing teams.
• Deep understanding of staffing, selection, training, development, coaching, and performance management.
• Strong communication skills, capable of handling complex, sensitive conversations and delivering clear performance expectations.
• Demonstrated ability to set, manage, and achieve cross‑functional targets that impact multiple departments.
• Advanced proficiency in Microsoft Office (Word, Excel, Outlook) and data‑analysis tools.
• Current authorization to work in the United States without the need for visa sponsorship.
• Experience managing enterprise‑scale customer portfolios with a focus on retention and expansion.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).

Preferred Qualifications

• Experience in the real‑estate, facilities management, or workplace solutions industry.
• Background in scaling customer success operations for a global, multi‑product organization.
• Familiarity with OnDemand or similar rapid‑deployment service platforms.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Proven success in driving customer retention, expansion, and profitability.
• Experience leading remote or hybrid teams across multiple time zones.
• Knowledge of ESG (Environmental, Social, Governance) metrics and sustainability reporting.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Leadership & Coaching – Talent to inspire, develop, and retain top performers.
• Customer Advocacy – Passion for championing the client’s voice across the organization.
• Data‑Driven Decision Making – Proficiency in using analytics to inform strategy.
• Process Improvement – Track record of designing and implementing scalable, efficient processes.
• Collaboration – Comfortable working with cross‑functional teams, including Sales, Operations, and Product.
• Communication – Exceptional written and verbal communication skills, with the ability to influence senior stakeholders.
• Adaptability – Ability to thrive in a fast‑moving environment and pivot priorities as needed.
• Customer‑Centric Mindset – Deep empathy for client challenges and a relentless focus on delivering value.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• Executive coaching and leadership development programs.
• Industry certifications and training in real‑estate, facilities management, and customer success best practices.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Mentorship from senior leaders who are committed to your professional growth.
• Opportunities to lead global initiatives, such as the OnDemand platform roadmap or the ESG strategy.
• Annual performance reviews that align your goals with brighthush’s strategic priorities.

We believe in promoting from within, and many of our senior leaders began their journey in roles similar to yours. Your success will open doors to executive leadership positions across brighthush’s global organization.

Work Environment & Culture

brighthush’s culture is built on transparency, collaboration, and a relentless focus on delivering value to our clients. As a remote‑first organization, we empower our teams to work from anywhere in the United States while maintaining strong virtual collaboration through:

• Weekly all‑hands meetings and cross‑team huddles.
• Digital collaboration tools (Slack, Teams, SharePoint).
• Regular virtual coffee chats and team‑building activities.
• Flexible work hours that respect work‑life balance.
• Annual in‑person retreats that foster deeper relationships and strategic alignment.

We celebrate diversity and inclusion, fostering an environment where every voice is heard and every employee can bring their authentic self to work. Our employee resource groups, mentorship programs, and community outreach initiatives ensure that we remain a place where innovation thrives.

Compensation & Benefits

We offer a competitive base salary ranging from $150,000 to $170,000 annually, commensurate with experience and qualifications. In addition to the base salary, successful candidates will be eligible for a discretionary bonus tied to individual, team, and company performance. Our comprehensive benefits package includes:

• Health, dental, and vision insurance with generous coverage.
• 401(k) plan with company match and early vesting options.
• Paid time off, holidays, and a flexible vacation policy that encourages rest and rejuvenation.
• Well‑being stipend and mental health resources, including counseling services.
• Professional development budget for conferences, courses, and certifications.
• Employee assistance program and financial wellness workshops.
• Remote work stipend for home office setup and monthly tech allowance.
• Employee stock purchase plan to share in brighthush’s growth.

Equal Opportunity & Accommodations

brighthush is an equal‑opportunity employer. We are committed to providing a workplace that is inclusive, respectful, and supportive for all employees, regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, or any other protected characteristic.

If you require reasonable accommodations during the application or recruitment process due to a disability, please contact us at [email protected] or call +1 866 225 3099 (U.S.) / +1 866 388 4346 (Canada).

How to Apply

Ready to lead the next generation of customer success at brighthush? Submit your application through our careers portal at brighthush.com/careers. The application window closes on August 24, 2026, but we encourage early submissions as we review candidates on a rolling basis.

Join a company that values innovation, collaboration, and the relentless pursuit of excellence. As Senior Customer Success Director, you will shape the future of our OnDemand services, drive growth for our clients, and elevate the customer experience to new heights. We look forward to welcoming you to the brighthush family.