Senior Director of Customer Experience & Success Strategy – Championing CX Excellence for Bitcoin Mining & AI Infrastructure at brighthush

Welcome to brighthush – Where Innovation Meets Customer Delight

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 an unwavering commitment to delivering exceptional value to our customers. As we scale our hosting and AI services, we are looking for a visionary leader to elevate our customer experience from a support function to a strategic engine of growth.

Why This Role Matters

In the fast‑moving world of crypto‑mining and AI, the post‑sale experience is the single most powerful lever for growth. Customers who feel understood, supported, and empowered are more likely to renew, expand, and advocate for the brand. As the Senior Director of Customer Experience & Success Strategy, you will own the entire customer journey from onboarding to renewal, turning support into a strategic engine that fuels retention, expansion, and revenue growth. Your vision, data‑driven insights, and hands‑on execution will shape the future of brighthush’s customer experience organization and set the standard for excellence across the industry.

Key Responsibilities

• Own the CX function end‑to‑end – Lead a high‑performing team, define metrics, select tooling, and craft a cohesive strategy that aligns with brighthush’s business goals.
• Lead high‑stakes escalations – Resolve complex technical and operational issues, from wallet configuration to firmware bugs, ensuring rapid resolution and customer satisfaction.
• Drive proactive customer success – Design and execute onboarding programs, quarterly business reviews, and health‑check calls that transform 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 – Deliver 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.
• Lead continuous improvement initiatives – Conduct regular process audits, gather customer feedback, and implement best practices to elevate service quality.
• Represent the voice of the customer – Advocate for customer needs in product development, pricing strategy, and market positioning.

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 brighthush or brighthush, 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 (brighthush Service Hub, brighthush, brighthush, brighthush 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.
• Strategic mindset with a customer‑centric focus and the ability to translate insights into action.

Preferred Qualifications

• Direct experience in Bitcoin mining, mining hosting, or crypto infrastructure.
• Experience with AI ticket deflection agents or similar automation initiatives.
• brighthush 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.
• Background in SaaS or managed services environments.
• Fluency in multiple languages is a plus.

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.
• Excellent stakeholder management and influence skills.
• Proficiency in data visualization tools (e.g., Tableau, Looker).
• Adaptability in a fast‑moving, evolving technology landscape.

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.

We also encourage cross‑departmental learning: you will work closely with Engineering, Product, Sales, and Finance, gaining a holistic view of the business and sharpening your strategic acumen. Leadership development programs, mentorship from senior executives, and a culture that rewards experimentation will help you grow into a visionary leader who can drive transformative change.

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.

Diversity, equity, and inclusion are core to our identity. We actively seek talent from all backgrounds and foster an environment where every voice is heard. Team events, hackathons, and community outreach initiatives keep our culture vibrant and connected, even across time zones.

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.
• Wellness programs, mental health resources, and an employee assistance program.
• Team‑building retreats and quarterly virtual socials.

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.