Senior Director of Customer Service & Experience – Leading Customer Lifecycle, Retention, and Team Excellence at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses to deliver unforgettable customer experiences. With a portfolio of cutting‑edge customer lifecycle management solutions, we help organizations across the globe transform their service operations into strategic assets. Our mission is simple: to enable every customer interaction to be a moment of delight, trust, and loyalty.

Why brighthush?

At brighthush, we believe that people are the heart of every great customer experience. Our culture is built on collaboration, continuous learning, and a relentless focus on impact. We’re a remote‑first company that values flexibility, diversity, and the unique perspectives each team member brings. When you join brighthush, you’ll be part of a high‑energy, data‑driven environment where your ideas shape the future of customer service technology.

Position Overview

We’re looking for an experienced, visionary Senior Director of Customer Service & Experience to lead our global customer service organization. In this role, you will design and execute a world‑class service strategy that drives customer satisfaction, retention, and revenue growth. You will partner with product, engineering, and sales leaders to align service initiatives with business objectives, while fostering a culture of continuous improvement and empowerment across all customer‑facing teams.

Key Responsibilities

• Strategic Leadership: Define and champion the customer service vision, ensuring alignment with brighthush’s overall business strategy and product roadmap.
• Team Building & Development: Recruit, mentor, and retain top talent across multiple regions, creating a high‑performing, inclusive team that thrives in a remote environment.
• Customer Lifecycle Management: Oversee end‑to‑end customer journeys, from onboarding through renewal, implementing best practices that maximize lifetime value.
• Retention & Satisfaction: Drive initiatives that improve Net Promoter Score (NPS), Customer Satisfaction (CSAT), and reduce churn through proactive service and support.
• Process & Technology Optimization: Lead continuous improvement projects, leveraging automation, AI, and analytics to streamline workflows and enhance service quality.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to ensure seamless customer experiences across all touchpoints.
• Financial Stewardship: Manage the service budget, forecast resource needs, and deliver cost‑effective solutions that meet key performance indicators.
• Reporting & Analytics: Build dashboards and KPI frameworks that provide real‑time insights into service performance, enabling data‑driven decision making.
• Change Management: Champion organizational change initiatives, ensuring smooth adoption of new processes, tools, and cultural shifts.
• Stakeholder Communication: Present service metrics, strategy updates, and improvement plans to senior leadership and external partners.

Essential Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field (MBA preferred).
• 10+ years of progressive experience in customer service management, with a minimum of 5 years in a senior leadership role overseeing multiple teams.
• Proven track record of designing and executing customer lifecycle strategies that drive retention and revenue growth.
• Strong analytical mindset with experience building and interpreting service dashboards, NPS, CSAT, and other key metrics.
• Exceptional communication and presentation skills, capable of influencing stakeholders at all levels.
• Experience managing remote or distributed teams, with a focus on building culture and engagement across geographies.
• Deep understanding of customer service technologies (CRM, help desk, AI chatbots, knowledge bases) and their integration into broader product ecosystems.
• Demonstrated ability to lead cross‑functional projects and drive change in fast‑paced environments.
• Strong business acumen, including budgeting, forecasting, and resource planning.

Preferred Qualifications

• Experience in the Information Technology or SaaS industry, particularly in customer success or support functions.
• Background in data science or analytics, with proficiency in SQL, Python, or similar tools.
• Certifications in Six Sigma, Lean, or other process improvement methodologies.
• Multilingual capabilities, especially in Spanish or Mandarin, to support a global customer base.
• Track record of building high‑performing remote teams in a multicultural setting.

Core Competencies & Skills

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Change Management & Adaptability
• Team Building & Talent Development
• Cross‑Functional Collaboration
• Financial Acumen & Budget Management
• Excellent Written & Verbal Communication
• Problem‑Solving & Conflict Resolution
• Technology Savvy & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. As Senior Director, you will:

• Lead strategic initiatives that shape the future of customer experience technology.
• Collaborate with executive leadership, gaining exposure to company‑wide strategy and decision making.
• Mentor and coach emerging leaders, building a legacy of high‑performing talent.
• Participate in industry conferences, webinars, and professional networks to stay ahead of trends.
• Access to continuous learning programs, including leadership development, technical certifications, and language courses.
• Opportunity to transition into broader roles such as Chief Customer Officer or Head of Product Experience.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Collaborative tools (Slack, Zoom, Notion, Jira) that keep everyone aligned.
• Inclusive culture that celebrates diversity, equity, and belonging.
• Flexible work hours that respect work‑life balance.
• Regular virtual team‑building events and occasional in‑person retreats.

Compensation, Perks, and Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in customer experience.
• Performance‑based bonuses tied to service metrics and company growth.
• Equity or stock‑option plans to share in brighthush’s success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company‑wide retreat and quarterly virtual social events.

How to Apply

If you’re ready to lead a world‑class customer service organization and shape the future of customer experience at brighthush, we’d love to hear from you. Click the link below to submit your application and join a team that values innovation, collaboration, and impact.

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Join brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re not just building products; we’re building relationships that last a lifetime. If you’re passionate about elevating customer service, leading high‑impact teams, and driving measurable business results, this is the place for you. Apply today and help us create the next generation of customer experience excellence.