Senior Director of Customer Success & AI Adoption – Driving Enterprise Customer Growth and AI‑Enabled Experience Transformation at brighthush

About brighthush

brighthush is a global pioneer in AI‑powered experience orchestration, connecting people, systems, data and intelligent automation to help organizations deliver truly personalized, predictive and proactive customer journeys. With a presence in more than 100 countries and a customer base that includes over 8,000 enterprises, brighthush is at the forefront of transforming how businesses interact with their customers and employees. Our mission is simple: to make every customer experience smarter, faster and more human‑centric through the power of AI.

Why brighthush?

At brighthush, we don’t just build technology – we build relationships that last a lifetime. Our culture is built on flexibility, continuous learning, and a deep commitment to diversity and inclusion. We empower our teams to experiment, innovate, and grow, while providing the resources and support needed to turn bold ideas into real‑world impact. If you’re passionate about AI, customer experience, and driving measurable business outcomes, brighthush is the place where your expertise will shine.

Position Purpose

As Senior Director of Customer Success & AI Adoption, you will be the strategic partner and trusted advisor for our most critical enterprise customers. Your role will blend deep technical knowledge of AI and contact‑center technologies with a proven ability to orchestrate adoption, drive renewal, and unlock expansion opportunities. You will lead a high‑impact team that ensures our customers not only implement but fully embrace the AI capabilities that power brighthush’s platform, translating technology into tangible business value.

Key Responsibilities

• Strategic Customer Partnership
  • Serve as the primary business point of contact for a portfolio of enterprise customers, delivering high‑touch engagement throughout their journey.
  • Develop and execute Customer Success Plans that act as actionable blueprints for mutual success.
  • Lead Executive Business Reviews (EBRs) to track progress against business objectives and identify growth opportunities.
  • Align with customers’ value drivers, success criteria, and KPIs to ensure outcomes are measurable and impactful.
  • Champion customer advocacy, continuously improving Net Promoter Score (NPS) and referenceability.
• Business Growth & Retention
  • Track adoption metrics and drive successful renewals across assigned accounts.
  • Design and implement strategic plans to mitigate downsell risk and secure retention.
  • Identify and pursue expansion opportunities, preparing territory plans that align resources and account strategies.
  • Recommend product features, services, and integrations that deliver key business outcomes.
• AI Expertise & Advisory (Priority Focus)
  • Act as the customer’s trusted AI advisor, translating generative, predictive, and conversational AI concepts into clear business use cases.
  • Maintain cutting‑edge knowledge of AI in CX and CCaaS, including responsible AI, governance, and data privacy.
  • Use AI tools daily to model account analysis, planning, and executive communication, coaching customers and teammates on practical adoption.
  • Partner with customers to uncover high‑impact AI opportunities, build business cases, and define success metrics.
  • Own the AI adoption journey from purchase to active consumption, tracking usage and linking results to renewal and expansion.
• Adoption Motion (Priority Focus)
  • Lead end‑to‑end adoption, ensuring clear accountability at each stage from onboarding to value realization.
  • Define adoption success criteria, baselines, and milestones aligned to customer objectives.
  • Run structured cadences: health reviews, adoption workshops, and EBRs with defined owners and timelines.
  • Diagnose adoption gaps using usage data, telemetry, and health scores; execute targeted recovery plans.
  • Drive enablement and change management, equipping stakeholders with training, champions, and executive sponsorship.
  • Coordinate cross‑functional resources (Onboarding, Professional Services, Support, Product, Sales, Renewal) to remove obstacles.
  • Report adoption metrics to customers and leadership, tying results to renewal forecasts and expansion potential.
• Cross‑Functional Collaboration
  • Partner with Onboarding Specialists to accelerate value realization.
  • Work with Professional Services to ensure smooth go‑live and implementation.
  • Collaborate with Renewal Managers to maintain forecasting accuracy and retention.
  • Engage Sales teams to identify and execute cross‑sell/up‑sell opportunities.

Required Qualifications

• 10+ years of experience in technology, consulting, or enterprise account management.
• Bachelor’s degree in technology, business, or a related field.
• Proven SaaS sales track record with experience presenting to and building relationships with C‑level executives.
• Deep understanding of AI technologies and their application to customer experience and contact‑center operations.
• Demonstrated leadership of customer adoption motions, delivering measurable usage, retention, and expansion.
• Preferred: Experience with CCaaS platforms, partners, and industry KPIs.
• Knowledge of the brighthush platform is a plus.
• Travel: Less than 30% of the time.

Technical Skills

• Proficiency with CRM platforms (Salesforce, Gainsight) and Microsoft Office Suite.
• Strong data analysis and executive presentation capabilities.
• AI fluency: Hands‑on experience with generative AI, virtual agents, agent assist, analytics, and automation.
• Ability to analyze product usage, consumption, and health data to identify gaps and prescribe action.

Professional Competencies

• Strategic Leadership – Thought leadership in CX, influence across teams, and confidence in executive settings.
• Customer Focus – Exceptional customer‑facing skills, proactive mindset, and ability to translate technical concepts into business value.
• Business Execution – Multi‑tasking across portfolios, project and stakeholder management, and proven track record of driving outcomes.
• AI & Adoption Leadership – Credibility in AI strategy, repeatable adoption playbooks, data‑to‑action mindset, and continuous learning.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the technology you champion. You will have access to:

• Mentorship from senior leaders who have built AI‑driven CX solutions at scale.
• Structured learning paths covering advanced AI, data science, and customer success best practices.
• Leadership development programs that prepare you for executive roles within the organization.
• Opportunities to lead cross‑functional initiatives, influencing product roadmap and go‑to‑market strategy.
• Global exposure through collaboration with teams across North America, EMEA, and APAC.

Work Environment & Culture

brighthush fosters a flexible‑first culture that empowers employees to work where and when they perform best. Our culture is built on:

• Innovation & Experimentation – A safe space to test new ideas and iterate quickly.
• Collaboration & Transparency – Open communication across all levels, ensuring everyone’s voice is heard.
• Diversity & Inclusion – A commitment to creating a workplace where every individual can thrive.
• Well‑Being & Work‑Life Balance – Paid volunteer time, flexible schedules, and wellness resources.
• Sustainability – Active initiatives to reduce our environmental footprint and support community impact.

Compensation & Benefits

The base salary for this role ranges from $191,500 to $251,400 annually, depending on experience and location. In addition to a competitive base, you may be eligible for performance‑based bonuses and commission opportunities that reward your impact on customer success and growth.

Benefits include:

• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and paid volunteer days.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health resources.
• Flexible work arrangements and remote work options.

Our Commitment to Inclusion

brighthush is an equal‑opportunity employer that celebrates diversity and fosters an inclusive environment. We evaluate candidates based on skills, experience, and potential, regardless of race, color, age, religion, sex, sexual orientation, gender identity, disability, or veteran status. If you require accommodations during the application process, please let us know – we are committed to ensuring a fair and accessible experience for all applicants.

How to Apply

Ready to lead the next wave of AI‑driven customer success? Submit your application through our careers portal or connect with a brighthush recruiter. We look forward to exploring how your expertise can help our customers achieve extraordinary outcomes.

Join brighthush – Where AI, Experience, and Impact Converge

At brighthush, you’ll be part of a team that is redefining customer experience at scale. If you’re driven by technology, passionate about customer outcomes, and eager to shape the future of AI‑powered CX, we want to hear from you. Apply today and help us build the next generation of intelligent, human‑centric experiences.