Senior Director of Customer Success – Americas – Driving Strategic Growth, Executive Partnerships, Portfolio Expansion, and Revenue Growth at brighthush

About brighthush

brighthush stands at the forefront of risk‑management technology, turning raw data into crystal‑clear insights that empower businesses to navigate uncertainty with confidence. With a global footprint that spans North America, Latin America, Europe, and Asia, we partner with financial institutions, retailers, e‑commerce platforms, and a diverse array of sectors to deliver real‑time risk, compliance, and merchant monitoring solutions. Our mission is simple yet powerful: to give our customers the clarity and assurance they need to thrive in an ever‑evolving risk environment.

We don’t just build software – we build trust. Our platform aggregates millions of data points, applies advanced analytics, and surfaces actionable insights that help organizations stay ahead of fraud, regulatory changes, and market volatility. By turning complex data into clear, actionable intelligence, we enable our clients to make safer, smarter business decisions, protect their revenue streams, and safeguard their reputations.

Why brighthush is the Place to Grow Your Career

People are the engine of innovation at brighthush. We cultivate a culture that prizes collaboration, continuous learning, and an unwavering focus on customer success. As Senior Director of Customer Success, you will shape how we deliver value, drive revenue growth, and ensure every partnership becomes a long‑term success story.

Our people thrive in an environment that encourages experimentation, rewards curiosity, and values diverse perspectives. Whether you’re a seasoned leader or an ambitious professional looking to make a global impact, brighthush offers the resources, mentorship, and opportunities to accelerate your career trajectory.

Role Overview

The Senior Director of Customer Success – Americas will lead the Customer Success organization across North America and Latin America. You will be the senior Customer Success leader for the region, partnering closely with Sales, Product, Support, Marketing, and Revenue Operations to ensure our customers realize measurable value from brighthush solutions. Your primary responsibilities will include:

Key Responsibilities

• Strategic Portfolio Leadership – Own the health, retention, and growth of the Americas customer portfolio, driving Net Revenue Retention (NRR) and Customer Success Qualified Lead (CSQL) generation. Develop and execute a portfolio strategy that aligns with brighthush’s growth objectives.
• Team Management – Lead, mentor, and scale a high‑performing team of approximately seven Customer Success Managers, fostering a culture of accountability, collaboration, and continuous improvement. Implement coaching frameworks, performance reviews, and career development plans.
• Executive Engagement – Serve as the trusted advisor to C‑suite executives, facilitating executive business reviews, strategic planning sessions, and value‑creation workshops. Translate customer insights into actionable business recommendations.
• Cross‑Functional Collaboration – Partner with Sales, Product, Compliance Operations, Support, Marketing, and Revenue Operations to align on customer journeys, product roadmaps, and go‑to‑market strategies. Champion the customer voice across the organization.
• Data‑Driven Decision Making – Leverage analytics, forecasting, and business planning tools (Salesforce, HubSpot, Gainsight, etc.) to monitor portfolio performance, identify growth opportunities, and mitigate churn risks. Build dashboards that provide real‑time visibility into key metrics.
• Process & Program Development – Design, implement, and continuously refine customer success frameworks, onboarding processes, health scoring models, and renewal strategies. Standardize best practices to ensure scalability and consistency.
• Geographic & Cultural Sensitivity – Navigate complex stakeholder environments across multiple time zones, ensuring consistent service delivery and cultural alignment. Adapt strategies to local market nuances and regulatory requirements.
• Travel & Representation – Travel periodically to support customer engagements, industry events, and internal leadership meetings. Represent brighthush at conferences, webinars, and partner forums.

Essential Qualifications

• 8+ years of progressive experience in Customer Success, Strategic Account Management, Enterprise Account Management, or consulting roles.
• 3+ years of proven leadership in Customer Success, Account Management, or post‑sales teams.
• Track record of managing strategic or enterprise portfolios with measurable success in retention, renewals, and expansion.
• Experience leading executive‑level engagements and navigating complex stakeholder ecosystems.
• Background in B2B SaaS, technology, data, or information services organizations.
• Familiarity with risk management, compliance, payments, fraud prevention, fintech, or related industries is highly desirable.
• Proficiency with Salesforce, HubSpot, and customer success platforms (e.g., Gainsight, Totango).
• Strong commercial acumen, with a history of identifying and influencing growth opportunities within existing accounts.
• Advanced analytical, forecasting, and business planning skills.
• Exceptional communication, presentation, negotiation, and relationship‑management abilities.
• Experience managing geographically distributed teams across multiple regions and time zones.
• Willingness to travel as needed for customer and internal engagements.

Preferred Qualifications

• Bachelor’s degree in Business, Finance, Computer Science, or a related field.
• Experience in scaling customer success programs from inception to enterprise‑wide adoption.
• Knowledge of the regulatory landscape in North America and Latin America, including GDPR, CCPA, and local compliance frameworks.
• Demonstrated ability to influence product development based on customer feedback.
• Experience with advanced data analytics tools (Tableau, Power BI, Looker).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Leadership & Coaching – Inspire, develop, and retain top talent.
• Customer Advocacy – Champion the voice of the customer across the organization.
• Operational Excellence – Design and optimize processes for scalability and efficiency.
• Data Literacy – Interpret complex data sets to drive decisions.
• Change Management – Lead teams through transformation initiatives.
• Financial Acumen – Understand revenue metrics, cost structures, and profitability drivers.
• Cross‑Cultural Communication – Navigate diverse cultural contexts with sensitivity and respect.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As Senior Director, you will:

• Participate in executive leadership programs and mentorship initiatives that sharpen strategic thinking and influence.
• Attend industry conferences, workshops, and webinars to stay ahead of market trends and regulatory changes.
• Lead cross‑functional projects that shape the future of our product and service offerings, giving you a seat at the table where decisions are made.
• Earn certifications in Customer Success Management, SaaS operations, or related fields through our learning budget.
• Progress into VP or Chief Customer Officer roles within the organization, with a clear path to global leadership.

Work Environment & Culture

brighthush offers a hybrid work model that balances remote flexibility with in‑office collaboration. Our culture is defined by:

• Innovation – A safe space to experiment, iterate, and bring bold ideas to life.
• Transparency – Open communication channels across all levels, from founders to frontline teams.
• Diversity & Inclusion – A workforce that reflects the communities we serve, with inclusive hiring practices and employee resource groups.
• Well‑Being – Comprehensive wellness programs, mental health resources, and work‑life balance initiatives that support both physical and mental health.
• Community Impact – Opportunities to volunteer, give back, and support local causes through corporate social responsibility initiatives.

Compensation & Benefits

While the base salary range for this role is $170,000 – $190,000 (US base), the total compensation package includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonus tied to NRR, customer satisfaction, and team metrics.
• Equity or stock‑option plans to share in brighthush’s growth.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to help you build long‑term wealth.
• Generous paid time off, parental leave, and flexible scheduling to support your personal life.
• Professional development stipend and tuition reimbursement for courses, certifications, and conferences.
• Wellness stipend, gym memberships, and mental health support to keep you energized.
• Travel allowances for client visits and industry events.

How to Apply

If you are a visionary leader who thrives on driving customer success, building high‑impact teams, and shaping the future of risk‑management technology, we want to hear from you. Join brighthush and help us create safer, smarter business decisions for organizations around the world.

Ready to take the next step? Submit your application through our careers portal or click the link below to apply directly.