Senior Director of Customer Success – Enterprise Growth, Retention & Strategic Partnerships

About brighthush – Pioneering the Future of Background Screening

At brighthush, people are at the heart of everything we do. From our customers and partners to the talented professionals who power our solutions, we operate with empathy, integrity, and a relentless focus on delivering mission‑critical background screening services to some of the world’s most recognized Fortune 100 and Global 500 brands. Our global, inclusive workforce celebrates diverse voices, empowers authentic expression, and drives innovative outcomes that keep our clients ahead of risk, compliance, and operational challenges.

We are in the midst of a technology transformation, investing heavily in advanced analytics, AI‑driven risk assessment, and seamless user experiences. If you thrive in dynamic environments, love solving complex problems, and are eager to shape the future of secure hiring, brighthush offers the platform to amplify your impact.

Why This Role Matters

The Senior Director of Customer Success is the executive champion of the post‑sales journey. You will own the end‑to‑end lifecycle—from onboarding to renewal—ensuring that every enterprise client realizes measurable ROI, achieves compliance milestones, and experiences a partnership that fuels sustainable revenue growth. Your strategic vision will guide a high‑performing team, align cross‑functional stakeholders, and embed a culture of outcomes‑focused success across the organization.

Key Responsibilities

Strategic Leadership & Vision

• Define, communicate, and execute a vertical‑specific Customer Success (CS) strategy that aligns with brighthush’s broader business objectives.
• Segment the portfolio by sub‑vertical and customer tier, creating tailored engagement models that maximize value for each segment.
• Build, scale, and mentor a diverse team of Customer Success Managers, Directors, and support specialists, fostering a culture of continuous learning and high performance.
• Establish a robust value framework that includes finance‑relevant KPIs, outcome maps, and executive‑level communications such as Quarterly Business Reviews (QBRs).
• Own renewal targets and net‑retention goals, implementing clear rules of engagement, forecasting accountability, and proactive risk mitigation.

Customer Outcomes & Advocacy

• Lead the onboarding experience, ensuring rapid time‑to‑value through rigorous project governance for complex, multi‑stakeholder implementations.
• Drive a cadence of QBRs with key stakeholders, translating product capabilities into tangible business outcomes and regulatory compliance benefits.
• Develop structured success plans, territory maps, and executive sponsorship programs that accelerate adoption, maturity, and expansion.
• Cultivate customer advocacy programs—including references, case studies, and advisory boards—that reinforce brighthush’s reputation in the finance ecosystem.

Cross‑Functional Partnerships

• Partner with Product Management to channel the voice of the customer into roadmap validation, beta programs, and the development of finance‑grade features (e.g., security, reporting, controls).
• Collaborate with Implementation teams to streamline onboarding, reduce time‑to‑value, and guarantee high‑quality project delivery.
• Align closely with Sales on expansion strategies, whitespace analysis, commercial alignment, and joint account planning.
• Work with Support and Engineering to manage incidents, communicate major events, and craft reliability narratives that maintain customer confidence.

Operational Excellence & Financial Stewardship

• Design and operationalize a scalable CS operating model encompassing segmentation, coverage, health scoring, success planning, QBR templates, renewal forecasting, and escalation paths.
• Own the CS budget, capacity planning, hiring roadmap, and productivity benchmarks, ensuring resources are allocated efficiently to drive maximum impact.
• Continuously refine processes, leveraging data‑driven insights to innovate tools, templates, and methodologies that enhance team effectiveness.

Essential Qualifications

• Education: Bachelor’s degree required; MBA or equivalent advanced degree highly desired.
• Experience: Minimum 5 years in account management or customer success leadership, with at least 2 years of direct organizational leadership.
• Account Scale: Proven track record managing enterprise accounts valued at $500 k+ and delivering complex, high‑value solutions.
• Strategic Mindset: Demonstrated ability to think analytically, solve intricate problems, and drive strategic initiatives independently.
• Communication: Exceptional verbal and written communication skills, with the ability to influence senior executives and craft compelling business cases.
• Collaboration: Strong emphasis on teamwork, cross‑functional partnership, and process innovation.
• Adaptability: Ability to lead through change, manage transformation initiatives, and thrive in a fast‑moving, competitive environment.
• Travel: Willingness to travel up to 25 % of the time for client engagements, industry events, and internal meetings.

Preferred Qualifications & Attributes

• Entrepreneurial spirit with a history of optimizing limited resources to achieve outsized results.
• Experience in regulated industries (e.g., finance, healthcare) where compliance and data security are paramount.
• Demonstrated success building customer advocacy programs that generate references, case studies, and thought‑leadership opportunities.
• Proficiency with CS platforms (e.g., Gainsight, Totango) and data visualization tools (e.g., Tableau, Power BI).
• Track record of designing and executing scalable operating models that improve health scoring, renewal forecasting, and capacity planning.

Core Skills & Competencies

• Leadership: Ability to inspire, develop, and retain top talent while fostering an inclusive, high‑performance culture.
• Strategic Planning: Expertise in translating market trends and customer insights into actionable roadmaps.
• Financial Acumen: Comfort with budgeting, forecasting, and presenting ROI metrics to C‑level stakeholders.
• Customer‑Centricity: Deep empathy for client challenges and a relentless focus on delivering measurable outcomes.
• Analytical Rigor: Strong data‑driven decision‑making capabilities, including health score modeling and churn analysis.
• Negotiation & Influence: Proven ability to negotiate complex contracts, drive expansion, and secure executive sponsorship.
• Process Innovation: Passion for refining workflows, automating repetitive tasks, and introducing best‑in‑class CS methodologies.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As Senior Director of Customer Success, you will:

• Gain visibility with the executive leadership team and influence company‑wide strategic direction.
• Participate in a robust leadership development program that includes mentorship, executive coaching, and cross‑functional rotations.
• Access cutting‑edge technology training in AI, machine learning, and data security to stay ahead of industry trends.
• Lead high‑impact initiatives that shape the future of background screening, positioning you as a thought leader in the space.
• Potentially progress to Vice President of Customer Success or other senior executive roles as the organization scales.

Work Environment & Culture at brighthush

brighthush champions a flexible, remote‑first work model. While this role is 100 % work‑from‑home within the United States, occasional travel is encouraged to deepen client relationships and foster team cohesion. Our culture is built on:

• Inclusivity: A global workforce that celebrates diverse perspectives and ensures every voice is heard.
• Empathy & Respect: Colleagues treat each other with fairness, integrity, and compassion.
• Innovation: A relentless pursuit of better solutions, supported by a collaborative environment where ideas are tested and scaled quickly.
• Well‑Being: Programs that support mental, physical, and financial health, recognizing that a balanced employee is a high‑performing employee.

Compensation, Perks & Benefits

We offer a competitive total‑reward package designed to attract and retain top talent:

• Base Salary: $150,000 – $180,000 annually, commensurate with experience and expertise.
• Performance Bonus: Targeted incentive plans tied to renewal, net‑retention, and strategic growth metrics.
• Equity Participation: Employee Stock Purchase Plan (ESPP) and potential equity grants.
• Retirement Savings: 401(k) plan with generous employer match.
• Health & Wellness: Comprehensive medical, vision, dental, and supplemental benefit plans.
• Paid Time Off: Flexible PTO policy, 9 paid company holidays, and additional leave for personal development.
• Learning & Development: Access to industry conferences, certification programs, and internal learning platforms.
• Technology Stipend: Home office equipment allowance and ongoing tech support.

Commitment to Equal Opportunity

brighthush is an equal‑opportunity employer. We are dedicated to providing a workplace and recruitment process free from unlawful discrimination, harassment, and retaliation. Employment decisions are based solely on qualifications, merit, and business needs. We celebrate diversity and do not discriminate on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.

Ready to Make an Impact?

If you are a visionary leader who thrives on turning complex challenges into strategic wins, we want to hear from you. Join brighthush and lead a world‑class Customer Success organization that drives real business outcomes for Fortune 100 and Global 500 clients.

Apply today and tell us how your experience, passion, and leadership style will shape the future of background screening.