Senior Director of Customer Success & Client Experience – Managed Services & Technology Solutions

About brighthush

brighthush is a trailblazer in the managed services arena, delivering cutting‑edge technology, financial, and administrative solutions to legal and professional service firms worldwide. With a relentless focus on innovation, operational excellence, and client satisfaction, brighthush has become the go‑to partner for firms that demand precision, reliability, and forward‑thinking service delivery. Our culture is built on collaboration, continuous learning, and a deep commitment to empowering our people to drive transformative outcomes for our clients.

Position Overview

As the Senior Director of Customer Success & Client Experience, you will be the strategic steward of our most valuable relationships. You will lead a high‑performing team of account managers, ensuring that every client receives a seamless, proactive experience that drives retention, expansion, and advocacy. Reporting directly to the Vice President of Customer Success, you will shape the future of our customer success organization, align cross‑functional priorities, and champion a culture of excellence that resonates across sales, operations, delivery, and advisory teams.

Key Responsibilities

• Strategic Client Leadership – Own the end‑to‑end client journey for a portfolio of managed services accounts, ensuring that every touchpoint delivers measurable value and aligns with the firm’s business objectives.
• Executive Relationship Building – Cultivate trusted relationships with C‑suite stakeholders, serving as the primary advocate for client needs and expectations.
• Business Review Excellence – Design, execute, and refine a rigorous business review cadence that delivers actionable insights, tracks health metrics, and surfaces expansion opportunities.
• Risk & Opportunity Management – Proactively identify retention risks, surface them to senior leadership, and develop mitigation plans that protect revenue and client trust.
• Expansion & Renewal Champion – Partner with sales to qualify and advance upsell and cross‑sell opportunities, and lead renewal conversations that reinforce long‑term partnership.
• Escalation & Issue Resolution – Serve as the escalation point for all account‑related incidents, coordinating root‑cause analysis, service recovery, and continuous improvement initiatives.
• Data‑Driven Decision Making – Define, track, and report on key performance indicators such as CSAT, NPS, gross revenue retention, and escalation resolution time.
• Process & System Optimization – Identify gaps in knowledge sharing, tooling, and workflow, and champion solutions that enhance efficiency and customer experience.
• Team Development & Culture – Lead, coach, and mentor a team of account managers, fostering a high‑energy, collaborative environment that values growth, accountability, and recognition.
• Cross‑Functional Collaboration – Represent Customer Success in strategic planning sessions with Sales, Operations, Delivery, and Advisory, ensuring alignment on priorities and resource allocation.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent professional experience).
• 7+ years of progressive experience in customer success, client services, or account management within a managed services, professional services, or technology environment.
• 3+ years of proven leadership experience, managing and developing high‑performing teams in a customer‑centric setting.
• Deep understanding of managed services principles, service delivery models, and the tools that enable them.
• Exceptional verbal and written communication skills, with the ability to present complex ideas to executive audiences.
• Strong analytical mindset, capable of interpreting data, generating insights, and translating findings into strategic action.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer reporting tools.
• Demonstrated ability to coordinate cross‑functional initiatives and manage service delivery projects.
• Excellent organizational, time‑management, and problem‑solving skills.
• High emotional intelligence, active listening, and the capacity to influence stakeholders at all levels.
• Commitment to confidentiality, professionalism, and ethical conduct.

Preferred Qualifications

• Experience in the legal or professional services sector, with a nuanced understanding of client expectations and regulatory considerations.
• Background in data analytics or business intelligence, with a track record of using insights to drive customer outcomes.
• Knowledge of industry‑specific compliance frameworks (e.g., GDPR, HIPAA) and how they intersect with managed services.
• Experience leading large, geographically dispersed teams and managing complex stakeholder ecosystems.
• Advanced proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook, Excel) and data visualization tools.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Advocacy
• Relationship Management & Executive Presence
• Data Analysis & Insight Generation
• Project Management & Process Improvement
• Change Management & Cross‑Functional Collaboration
• Coaching & Talent Development
• Resilience & Adaptability in a Fast‑Paced Environment
• Strong Communication & Presentation Skills
• Technical Acumen – CRM, BI, and Service Delivery PlatformsApply for this job