Senior Director of Customer Success & Engagement – AI‑Powered Retention & Growth Leader for Nonprofit, Arts & Cultural Sectors (Remote, USA) – Champion Mission‑First Impact at brighthush

About brighthush

brighthush is a global pioneer in technology solutions that empower mission‑driven organizations to thrive. Since our founding in 1981, we have cultivated a portfolio of award‑winning software, data services, and consulting that help nonprofits, foundations, faith communities, museums, performing arts groups, and cultural institutions build stronger relationships, unlock new revenue streams, and amplify their impact. With a vibrant, purpose‑driven workforce of over 4,000 employees worldwide, we are headquartered in Charleston, South Carolina, yet our reach is truly global. Our culture is built on curiosity, collaboration, and a relentless commitment to social impact – values that guide every product, partnership, and customer interaction.

Why brighthush?

At brighthush, you’ll be part of a mission‑first organization that blends cutting‑edge technology with a deep understanding of the unique challenges faced by nonprofits and cultural institutions. We’re not just a software company; we’re a partner that walks alongside our clients, helping them navigate complex funding landscapes, engage donors, and create sustainable programs. If you are passionate about leveraging data, AI, and human insight to drive real‑world change, this is the place to amplify your impact.

Role Overview

As the Senior Director of Customer Success & Engagement for the nonprofit and arts & cultural vertical, you will be the strategic architect of our customer experience strategy. You will partner with executive leaders at our clients, influence product and commercial roadmaps, and lead a high‑performing team that delivers world‑class service through AI‑enabled insights, data‑driven decision making, and an unwavering focus on retention and expansion. This fully remote, USA‑based role offers the flexibility to work from anywhere while staying connected to a global team of passionate professionals. You will report directly to the Chief Customer Officer and collaborate closely with Sales, Product, Marketing, and Finance to align customer success initiatives with brighthush’s growth objectives.

Key Responsibilities

• Strategic Leadership: Design and evolve the Customer Success strategy for nonprofit, foundation, faith‑based, and arts & cultural organizations, ensuring alignment with brighthush’s growth, retention, and market objectives.
• AI‑Enabled Customer Success: Build and scale AI‑driven customer success motions, including predictive health scoring, risk identification, automation, and data‑driven account prioritization.
• Business Impact: Drive measurable results across retention, net revenue retention, transactional and payments revenue growth, product adoption, and employee‑generated sales opportunities.
• Executive Advisory: Serve as a trusted advisor to executive leaders at nonprofits, foundations, faith communities, museums, performing arts organizations, and other mission‑driven institutions.
• Escalation Management: Own major customer escalations, ensuring rapid resolution, clear communication, and proactive risk management.
• Team Development: Build and lead a high‑performing leadership team, setting clear expectations, accountability, forecasting disciplines, and operational rigor that turns commitments into results.
• Cross‑Functional Collaboration: Partner across the business to bring customer insight into product, commercial, and market strategies, strengthening brighthush’s leadership position in the social impact sector.
• Data & Analytics: Champion the use of data to uncover insights, forecast trends, and inform strategic decisions across the Customer Success organization.
• Process & Automation: Implement scalable processes and automation that increase efficiency, reduce churn, and enable the team to focus on high‑value activities.
• Thought Leadership: Represent brighthush at industry events, conferences, and in thought‑leadership content, positioning the company as a trusted partner for mission‑driven organizations.

Essential Qualifications

• 12+ years of progressive leadership experience in Customer Success, account management, recurring revenue operations, or a related discipline.
• Significant experience serving nonprofit, foundation, faith‑based, or arts & cultural organizations, or direct leadership experience within those sectors.
• Demonstrated success owning retention, expansion, transactional or payments revenue, and other measurable commercial outcomes.
• Expertise in customer segmentation, account planning, forecasting, product adoption, customer risk management, and organizational transformation.
• Experience using AI, predictive analytics, automation, and data‑driven operating models to improve customer engagement, retention, and business performance.
• Proven ability to lead senior leaders, manage complex customer escalations, and communicate effectively with executive stakeholders and boards.
• Strong financial and commercial acumen, including experience evaluating revenue opportunities, retention risks, contractual commitments, investment decisions, and business tradeoffs.

Preferred Qualifications

• Background in the nonprofit or arts & cultural sector, with a deep understanding of the unique challenges and opportunities these organizations face.
• Experience scaling Customer Success functions in a high‑growth, technology‑driven environment.
• Track record of building and mentoring high‑performing teams that deliver exceptional customer outcomes.
• Proficiency in CRM platforms (e.g., brighthush), customer success platforms (e.g., brighthush), and data analytics tools (e.g., brighthush).
• Experience working with executive boards and senior leadership in mission‑driven organizations.
• Advanced knowledge of AI/ML concepts and their application to customer success.

Skills & Competencies

• Strategic Thinking: Ability to translate customer insights into actionable strategies that drive growth and retention.
• Data‑Driven Decision Making: Strong analytical mindset with the ability to interpret complex data sets and derive meaningful insights.
• Leadership & Coaching: Proven talent for building, coaching, and inspiring high‑performing teams.
• Communication: Exceptional written and verbal communication skills, with the ability to influence at all levels of the organization.
• Customer‑Centric Mindset: Passion for delivering outstanding customer experiences and building long‑term relationships.
• Change Management: Experience leading organizational change initiatives and driving adoption of new processes and technologies.
• Financial Acumen: Ability to analyze financial data, forecast revenue, and make data‑backed business decisions.
• Collaboration: Strong cross‑functional collaboration skills, working effectively with Sales, Product, Marketing, and Finance.

Career Growth & Learning Opportunities

At brighthush, learning is a lifelong journey. As Senior Director, you will:

• Lead a high‑impact, cross‑functional team that shapes the future of customer success in the nonprofit and arts & cultural space.
• Collaborate with senior leaders across the organization, gaining exposure to product strategy, commercial planning, and global operations.
• Participate in executive‑level decision making, influencing the direction of our technology roadmap and market strategy.
• Access a robust learning and development program, including leadership coaching, industry certifications, and attendance at global conferences.
• Mentor and develop the next generation of Customer Success leaders within brighthush.

Work Environment & Company Culture

brighthush is built on a foundation of purpose, innovation, and inclusivity. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere in the USA with a flexible schedule that supports work‑life balance.
• Collaborative Spirit: A culture of open communication, cross‑functional collaboration, and shared success.
• Diversity & Inclusion: Commitment to building a diverse workforce that reflects the communities we serve.
• Impact‑Driven Mission: Every team member plays a role in advancing social impact through technology.
• Continuous Improvement: A focus on experimentation, learning, and iterative improvement in all aspects of our work.

Compensation & Benefits

While specific compensation details will be discussed during the interview process, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual, team, and company goals.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with employer match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible parental leave policies for new parents.
• Wellness programs, including mental health resources and fitness stipends.
• Pet insurance, legal and identity protection.
• Tuition reimbursement program for continued education.
• Company‑sponsored charitable giving and volunteer opportunities.
• Annual company retreats and team‑building events.

How to Apply

If you are ready to lead a transformative customer success organization, drive measurable growth, and make a lasting impact on the nonprofit and arts & cultural sectors, we want to hear from you. Please submit your resume and a cover letter outlining your relevant experience and why you are excited about this opportunity at brighthush.

and join a team that is dedicated to empowering mission‑driven organizations worldwide.