Senior Director of Customer Success & Enterprise Expansion – AI‑Powered Growth Champion & Customer Advocacy Leader – Driving Retention, Expansion, and Innovation at brighthush Live‑Event SaaS Platform

About brighthush

brighthush is redefining the live‑event landscape by turning every ticket sale, stage setup, and backstage moment into actionable, real‑time data. Our cloud‑native platform fuses predictive AI, advanced analytics, and seamless integrations to empower promoters, venues, and festivals across North America. By delivering insights that drive audience engagement and revenue growth, we help event professionals create unforgettable experiences while unlocking new monetization pathways. At brighthush, we are not just a technology company – we are a partner in every event’s journey, from concept to curtain call.

Why brighthush?

Technology is only as powerful as the people who build and use it. At brighthush, we champion a remote‑first culture built on three pillars: clarity, ownership, and measurable impact. We celebrate curiosity, encourage continuous learning, and reward results that move the needle. If you thrive in a fast‑paced SaaS environment, love turning customer insights into action, and want to shape the future of event marketing, brighthush is the place for you.

The Opportunity

We are looking for a seasoned Senior Director of Customer Success to spearhead, scale, and inspire our Customer Success organization. In this high‑impact role you will own the end‑to‑end customer journey for our enterprise and mid‑market accounts, driving retention, expansion, and operational excellence. You will coach a team of Customer Success Managers, champion automation and AI initiatives, and serve as the voice of the customer across brighthush. Your strategic vision and hands‑on execution will help us deliver world‑class experiences at scale.

Key Responsibilities

• Build and Lead a High‑Performing Team
  • Recruit, mentor, and develop a squad of Customer Success Managers focused on retention and growth.
  • Create a culture of ownership, curiosity, and accountability that drives measurable outcomes.
  • Design and execute capacity plans, hiring pipelines, and professional development roadmaps.
  • Implement performance metrics and recognition programs that align with company goals.
• Drive Retention & Expansion
  • Own the renewal and expansion lifecycle for our enterprise and mid‑market customers.
  • Collaborate with Sales and Revenue Operations to forecast renewals, identify upsell opportunities, and maintain best‑in‑class Gross Dollar Retention (GDR) and Net Dollar Retention (NDR).
  • Develop scalable playbooks, onboarding frameworks, and health‑score models that empower CSMs to deliver consistent results.
  • Lead quarterly business reviews, ensuring alignment on value delivery and future roadmap.
• Champion Automation & AI
  • Partner with Product and Engineering to embed AI and automation into customer workflows, reducing manual touchpoints and increasing engagement.
  • Identify high‑impact automation opportunities that enhance insight gathering, renewal forecasting, and proactive support.
  • Measure the ROI of automation initiatives and iterate to maximize efficiency.
  • Advocate for data‑driven experimentation and continuous improvement across the Customer Success function.
• Represent the Voice of the Customer
  • Act as the escalation point for complex customer issues, balancing empathy with commercial and operational priorities.
  • Translate customer feedback into actionable product enhancements and GTM strategies.
  • Champion product adoption across the portfolio, ensuring customers derive maximum value from their investment.
  • Collaborate cross‑functionally with Product, Support, Onboarding, Engineering, Marketing, and Sales to create a seamless customer journey.
• Elevate brighthush’s Presence
  • Represent brighthush at industry conferences, panels, and events, positioning us as thought leaders in event marketing technology.
  • Build and nurture relationships with key customer executives to deepen trust and advocacy.
  • Develop and deliver compelling customer success stories and case studies for marketing and sales enablement.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, or Customer Experience roles within SaaS.
• At least 2+ years of leadership experience managing senior CSMs and CSMs.
• Proven track record of driving retention, expansion, and renewals at scale, ideally in a high‑growth environment.
• Deep understanding of customer success frameworks, lifecycle management, and value‑based engagement.
• Experience collaborating cross‑functionally with Product, Sales, and Operations to deliver unified customer outcomes.
• Comfort using data, analytics, and automation to inform decisions, optimize processes, and measure performance.
• Sales experience is a plus, but not required; the ability to navigate commercial conversations around renewals and upsells is essential.
• Background in marketing technology or the live events industry is highly desirable.

Preferred Qualifications

• Experience with AI‑driven customer success tools or workflow automation platforms.
• Familiarity with event‑centric data sources such as ticketing and e‑commerce integrations.
• Strong presentation and public‑speaking skills for external and internal stakeholder engagement.
• Proficiency in using CRM, CSAT, NPS, and health‑score dashboards.
• Knowledge of data privacy regulations and best practices in the event industry.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, mentor, and develop a high‑performing team.
• Strategic Thinking – Translate business goals into actionable plans and measurable outcomes.
• Data‑Driven Decision Making – Leverage analytics to drive retention, expansion, and process improvements.
• Customer Advocacy – Champion the customer’s voice across the organization.
• Technical Acumen – Comfortable working with SaaS platforms, APIs, and automation tools.
• Communication & Influence – Clear, persuasive communication with internal teams and external customers.
• Adaptability & Curiosity – Stay ahead of emerging technologies and continuously iterate on processes.
• Project Management – Ability to manage multiple initiatives simultaneously with tight deadlines.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a senior leader, you will:

• Shape the future of our Customer Success organization and influence product strategy.
• Lead cross‑functional initiatives that drive company‑wide impact.
• Access ongoing learning resources, including industry conferences, workshops, and internal knowledge‑sharing sessions.
• Earn equity and performance‑based bonuses that reward your contributions.
• Mentor junior leaders and help build the next generation of customer success talent.
• Participate in executive‑level strategy sessions and contribute to the overall vision of brighthush.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in Canada, as long as you have legal work authorization. We value flexibility, so you can customize your schedule to maintain a healthy work‑life balance. Our team is diverse, collaborative, and driven by a shared commitment to customer success and innovation. We celebrate curiosity, encourage continuous learning, and reward results that move the needle. We host quarterly virtual town halls, hackathons, and informal coffee chats to keep the community vibrant and connected.

Compensation & Benefits

Salary Range: CAD 100,000 – 146,000 per year, commensurate with experience and qualifications. New hires typically start between CAD 112,000 and 123,000, with performance‑based commission.

Equity: Meaningful equity package aligned with your impact and tenure.

Benefits

• Comprehensive health, dental, and vision coverage.
• Parental leave top‑up program.
• Live Experience stipend to attend concerts, festivals, or sporting events.
• Unlimited vacation/PTO policy to support well‑being.
• Flexible work hours and fully remote work within Canada.
• Professional development stipend and access to industry conferences.
• Employee wellness programs and mental health resources.
• Annual team‑building retreats and virtual social events.

How to Apply

If you’re ready to lead a high‑impact Customer Success team, drive customer growth, and shape the future of event marketing technology, we’d love to hear from you. Submit your application through our careers portal and join brighthush in creating moments that matter.