Senior Director of Customer Experience & Success – Global Implementation Strategist, Enterprise Growth Architect, High‑Performance Team Builder, Customer Advocacy Champion, Driving Revenue & Loyalty at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

In today’s hyper‑connected marketplace, every digital touchpoint is an opportunity to win hearts, minds, and wallets. brighthush is not just a platform; it’s a movement that empowers enterprises to transform raw data into delightful experiences, insights into action, and interactions into lifelong loyalty. Our next‑generation audience engagement and sales intelligence suite is trusted by thousands of organizations worldwide to unlock the full potential of every customer journey. As we accelerate our growth, we’re looking for a visionary leader to steer our customer experience and success organization to new heights.

Why the Customer Experience Landscape Is Thriving

The customer experience (CX) arena is evolving at breakneck speed. Digital disruption, omnichannel expectations, and increasingly sophisticated buyer journeys demand leaders who can orchestrate seamless, high‑impact experiences. At brighthush, we sit at the intersection of data, technology, and human insight, enabling our clients to turn raw information into meaningful engagement that drives revenue and loyalty. In this dynamic environment, the role of a Senior Director of Customer Experience & Success is pivotal—shaping strategy, aligning cross‑functional teams, and ensuring that every touchpoint delivers measurable value.

Why This Role Is a Game‑Changer

As the Senior Director of Customer Experience & Success, you will be the strategic catalyst that turns complex SaaS implementations into seamless, high‑impact customer journeys. Your vision will shape the voice of the customer across the organization, ensuring that every touchpoint delivers measurable value and drives long‑term loyalty. Your leadership will influence product development, sales strategy, and the overall customer ecosystem, positioning brighthush as the industry benchmark for customer experience.

Key Responsibilities – Your Day‑to‑Day Impact

In this senior‑level role, you will own a portfolio of high‑value enterprise accounts, lead global implementation teams, and drive a culture of continuous improvement. Your day‑to‑day responsibilities will include:

• Lead End‑to‑End Implementations: Oversee the full lifecycle of large‑scale SaaS deployments, from pre‑sales discovery to post‑go‑live support, ensuring on‑time, on‑budget delivery and exceeding customer expectations.
• Strategic Account Management: Own a portfolio of high‑value enterprise accounts, cultivating deep relationships with C‑suite stakeholders, and driving renewal and expansion opportunities.
• Team Coaching & Development: Mentor, coach, and grow a high‑performing customer success and professional services team, fostering a culture of accountability, continuous improvement, and customer obsession.
• Customer Journey Design: Translate customer data into actionable journey maps, identify friction points, and collaborate with product and engineering to implement solutions that enhance the user experience.
• Process & Tool Optimization: Champion the adoption of CRM, project management, and analytics tools to streamline workflows and improve visibility across the customer lifecycle.
• Cross‑Functional Leadership: Partner with Sales, Marketing, Product, and Engineering to align on go‑to‑market strategies, feature prioritization, and customer feedback loops.
• Metrics & Reporting: Define, track, and report on key performance indicators (KPIs) such as NPS, CSAT, churn, upsell revenue, and implementation success rates, using data to drive decision‑making.
• Travel & On‑Site Engagement: Travel regularly across the United States to meet with enterprise clients, conduct on‑site workshops, and represent brighthush at industry events.

Impact Areas – Where Your Influence Shines

• Customer Advocacy: Build a customer‑first mindset that permeates product roadmaps, support processes, and sales strategies.
• Operational Excellence: Drive efficiencies that reduce time‑to‑value for new customers and lower support costs.
• Revenue Growth: Identify upsell and cross‑sell opportunities that accelerate revenue from existing accounts.
• Talent Development: Create a high‑performance team that is empowered to solve complex problems and innovate on the fly.
• Strategic Insight: Translate customer data into actionable insights that inform executive decision‑making.

Essential Qualifications – What You Bring to the Table

• Minimum 6 years of progressive experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, or Account Management.
• Proven track record of leading complex, multi‑phase implementations for enterprise customers.
• Experience coaching or managing customer‑facing teams, with a demonstrated ability to build high‑performing, collaborative cultures.
• Deep familiarity with CRM platforms and customer success tools.
• Strong analytical mindset, capable of turning data into actionable insights and strategic recommendations.
• Excellent communication skills—both written and verbal—across all organizational levels, including C‑suite executives.
• Willingness to travel frequently within the United States (typically 25–35% of the time).
• Bachelor’s degree in Business, Marketing, Information Systems, or a related field (MBA preferred).

Preferred Qualifications – Bonus Points

• Experience in a high‑growth SaaS company with a global customer base.
• Certifications in CRM Administration or customer success platforms.
• Background in data analytics or experience with BI tools.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.
• Prior exposure to the media, advertising, or marketing technology sectors.

Core Skills & Competencies – What Makes You Successful

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences that drive loyalty.
• Leadership & Influence: Inspiring teams, influencing stakeholders, and driving cross‑functional alignment.
• Project Management: Expertise in planning, scheduling, risk mitigation, and resource allocation.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, generating insights, and recommending actions.
• Change Management: Skilled at guiding organizations through transformation initiatives.
• Communication: Clear, concise, and persuasive communication across all levels.

Career Growth & Development Opportunities – Your Path Forward

At brighthush, we believe that your career should evolve as rapidly as the industry. As Senior Director, you will have the opportunity to:

• Progress to executive roles such as Vice President of Customer Experience or Chief Customer Officer.
• Lead global initiatives, expanding your influence beyond the United States.
• Participate in strategic planning sessions with the executive leadership team.
• Access continuous learning programs, including leadership coaching, industry certifications, and conference sponsorships.
• Mentorship from seasoned leaders across product, sales, and engineering.

Work Environment & Company Culture – Where Innovation Thrives

brighthush thrives on a remote‑first, inclusive culture that values diversity, creativity, and work‑life balance. Our teams collaborate across time zones, leveraging cutting‑edge collaboration tools to stay connected. We celebrate wins, learn from failures, and continuously iterate on our processes. Key cultural pillars include:

• Transparency: Open communication channels and shared goals.
• Innovation: Encouraging experimentation and rapid prototyping.
• Well‑being: Comprehensive wellness programs, mental health resources, and flexible schedules.
• Community: Volunteer initiatives, hackathons, and cross‑departmental social events.

Compensation & Benefits – A Competitive Package

While specific figures vary based on experience and location, the compensation package for this senior‑level role typically includes:

• Competitive base salary.
• Performance‑based annual bonus and equity options.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and sabbatical options.
• Remote work stipend, home‑office equipment allowance, and tech support.
• Professional development budget and conference travel support.

Why brighthush Is the Place to Grow Your Career

At brighthush, you’ll be part of a forward‑thinking organization that is redefining how businesses engage with their audiences. We invest heavily in our people, offering a culture of mentorship, continuous learning, and career acceleration. If you thrive on solving complex problems, leading high‑performing teams, and driving measurable impact, brighthush is the place to bring your vision to life.

How to Apply – Join the brighthush Team

If you are a visionary leader who thrives on turning complex challenges into customer‑centric solutions, we want to hear from you. Join brighthush and help shape the future of audience engagement and sales intelligence. Click the link below to submit your application and start a conversation with our hiring team.

Apply to this job at brighthush