Senior Director of Customer Experience & Customer Success Strategy – brighthush Bitcoin Mining & AI Infrastructure

About brighthush

brighthush is a trailblazer in the high‑performance computing and cryptocurrency infrastructure space. With a portfolio that spans 150 MW of mining capacity, cutting‑edge AI workloads, and a rapidly expanding fleet of data‑center facilities, we are redefining how businesses harness the power of distributed computing. Recognized on the Inc. 5000 list for two consecutive years, brighthush is fueled by a relentless drive to innovate, a culture of grit and transparency, and a commitment to delivering exceptional value to our customers.

The Opportunity

We are looking for a visionary Senior Director of Customer Experience & Customer Success Strategy who will own the entire post‑sale journey for our hosting and AI customers. This is a strategic leadership role that blends data‑driven decision making with hands‑on execution. You will set the vision, build the framework, and then dive into the queue when the stakes are high. Your impact will be felt across every touchpoint—from onboarding to renewal—and will directly influence our retention, expansion, and revenue growth.

Key Responsibilities

• Own the CX function end‑to‑end – team leadership, metrics, tooling, communications, and strategy.
• Lead high‑stakes escalations – from wallet configuration to firmware issues, ensuring rapid resolution and customer satisfaction.
• Drive proactive customer success – design and execute onboarding, quarterly business reviews, and health check calls that turn support into a retention engine.
• Build and refine the ticketing ecosystem – create routing rules, SLA targets, and knowledge base content that empower the team and our AI deflection agent.
• Partner cross‑functionally – collaborate with Sales, Marketing, Product, and Finance to align handoffs, messaging, and billing processes.
• Champion automation and AI – continuously improve the ticket deflection agent, identify routine volume, and map the automation roadmap.
• Measure and report – weekly dashboards on SLA attainment, CSAT, NPS, churn risk, and program enrollment.
• Grow ancillary program revenue – design enrollment campaigns for protection plans, upgrade offers, and referrals, and manage the dunning process for accounts receivable.
• Mentor and develop the team – run 1:1s, performance reviews, coaching, and a comprehensive training program.
• Shape the customer journey – redesign the onboarding flow, drive feature adoption, and create lifecycle communications that keep customers engaged.

Essential Qualifications

• Proven experience leading a customer support or success team in a high‑volume, technical environment.
• Deep knowledge of Bitcoin mining operations – hot vs. cold wallets, hardware setup, pool selection, and payout mechanics.
• Hands‑on experience with fleet management platforms such as Foreman or Luxor, and a track record of extracting efficiencies.
• Strong data‑first mindset: ability to build dashboards, analyze ticket metrics, and defend decisions with evidence.
• Expertise in modern helpdesk/CRM stacks (HubSpot Service Hub, Zendesk, Intercom, Jira Service Management).
• Experience designing and scaling ticketing workflows, SLAs, QA, and CSAT programs.
• Track record of driving retention, expansion, and attach rates in a B2B context.
• Exceptional communication skills – able to de‑escalate heated conversations and deliver clear, empathetic updates.
• Comfort with AI tools for writing, analysis, and automation, and the judgment to know when a human touch is required.
• Strong project management and cross‑functional collaboration skills.

Preferred Qualifications

• Direct experience in Bitcoin mining, mining hosting, or crypto infrastructure.
• Experience with AI ticket deflection agents or similar automation initiatives.
• HubSpot certifications (Service Hub, Marketing Hub, or Operations Hub).
• Experience managing collections or accounts‑receivable follow‑up alongside finance.
• Comfort with spreadsheet modeling or basic SQL for account and ticket analysis.

Skills & Competencies

• Strategic thinking with a customer‑centric mindset.
• Leadership that balances autonomy with accountability.
• Analytical rigor and a passion for continuous improvement.
• Hands‑on problem solving and a willingness to jump into the queue.
• Creative execution across email, in‑app prompts, landing pages, and creative assets.
• Strong empathy and the ability to turn frustration into loyalty.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is directly tied to the growth of our customer experience organization. As we scale our hosting and AI services, you will have the opportunity to expand the CX team, influence product roadmaps, and ultimately shape the future of our post‑sale ecosystem. We invest heavily in professional development, offering access to industry conferences, advanced training in AI and blockchain technologies, and a clear path to senior leadership roles. Your success here will position you to lead a global CX organization as brighthush expands into new markets and verticals.

Work Environment & Culture

brighthush thrives on grit, neighborly spirit, transparency, overdelivery, and velocity. We are a lean, fast‑moving team that values high autonomy and accountability. Decision‑making is data‑driven, and we celebrate quick wins while staying focused on long‑term impact. Our remote-first culture is supported by robust collaboration tools, regular all‑hands meetings, and a commitment to work‑life balance. We believe in continuous learning, and our team members are encouraged to experiment, iterate, and bring fresh ideas to the table.

Compensation & Benefits

While the exact package will be tailored to your experience, brighthush offers a competitive total rewards program that includes:

• Base salary commensurate with senior leadership roles in the tech and crypto sectors.
• Performance‑based bonuses tied to CX metrics, retention, and revenue growth.
• Equity or stock‑option plans that align your success with the company’s long‑term value.
• Health, dental, and vision insurance through leading providers.
• 401(k) with company match and Roth options.
• Generous paid time off, including vacation, personal days, and sick leave.
• Flexible work arrangements and a fully remote environment.
• Annual Bitcoin bonus – 1% of your annual gross earnings paid in Bitcoin.
• Professional development stipend and access to industry events.

How to Apply

If you are a seasoned CX leader with a passion for technology, a knack for data‑driven strategy, and a desire to shape the future of mining and AI infrastructure, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role at brighthush. Join us in building a customer experience that not only supports but accelerates our growth.