Senior Director of Customer Success – Financial Services & Growth Strategy Leader (Remote, USA)

About brighthush

brighthush is a global leader in advanced analytics, data science, and AI‑driven solutions that empower businesses to unlock the full potential of their data. With a legacy that dates back to 1976, we have consistently delivered cutting‑edge software and services that help organizations across finance, healthcare, retail, and many other sectors make smarter, faster decisions. Our mission is simple: to transform data into insight, insight into action, and action into measurable business impact.

Operating from a distributed workforce that spans the Americas, EMEA, and APAC, brighthush thrives on a culture of innovation, collaboration, and customer obsession. We are proud to have a team of over 10,000 passionate professionals who are dedicated to building products that solve real‑world problems and to delivering exceptional experiences for our clients worldwide.

Role Overview

We are seeking an experienced, visionary Senior Director of Customer Success – Financial Services to lead our customer success strategy across the Americas. This is a fully remote, high‑impact role that will shape how we engage with, support, and grow our financial services portfolio. You will be the champion of customer adoption, value realization, retention, and expansion, while building and scaling a world‑class team of Customer Success Managers (CSMs) and Renewal Specialists.

As a key member of the brighthush leadership team, you will partner with Sales, Product, Engineering, and Technical Support to create a seamless, end‑to‑end customer experience. Your strategic vision and operational excellence will directly influence revenue growth, customer lifetime value, and the overall success of our financial services clients.

Key Responsibilities

• Strategic Leadership: Define and execute the regional customer success vision, strategy, and operating model, ensuring alignment with brighthush’s global priorities and best practices.
• Customer Adoption & Value Realization: Drive initiatives that accelerate product adoption, deepen usage, and maximize the tangible ROI for our financial services customers.
• Retention & Growth: Forecast renewal metrics, identify retention risks, and implement proactive mitigation plans to secure and expand revenue across the portfolio.
• Executive Relationship Management: Build trusted, long‑term relationships with senior stakeholders at key financial institutions, engaging directly to understand their strategic priorities and to position brighthush as a critical partner.
• Cross‑Functional Collaboration: Partner with Sales, Engineering, Technical Support, Product Management, and other leaders to refine the customer journey, resolve escalations, and deliver a consistent, high‑quality experience.
• Team Building & Development: Recruit, mentor, and scale a high‑performing customer success organization of CSMs and Renewal Specialists, fostering a culture of accountability, continuous learning, and customer‑first mindset.
• Premium Service Expansion: Identify and launch premium service offerings that differentiate brighthush in the market and create sustainable revenue streams.
• Data‑Driven Decision Making: Establish dashboards, metrics, and operating reviews that provide real‑time visibility into customer health, business outcomes, and opportunities for improvement.
• Strategic Planning & Execution: Lead the development of annual plans, budgets, and forecasts that align with corporate objectives and drive measurable impact.
• Thought Leadership: Represent brighthush at industry events, webinars, and client meetings, positioning the company as a thought leader in financial services analytics.

Essential Qualifications

• Bachelor’s or Master’s degree in Business, Marketing, Computer Science, or a related field.
• 15+ years of experience in customer or business‑partner relationship management, or in the sales/marketing of software, hardware, or related services.
• Minimum 9 years of leadership experience, including at least 5 years in a formal regional management role.
• Proven track record of building, scaling, and evolving a customer success function within a global enterprise SaaS organization.
• Deep understanding of the financial services industry, its regulatory landscape, and evolving technology priorities.
• Strong analytical acumen, with experience using reporting tools, dashboards, and customer success metrics to drive decisions.
• Executive‑level communication and presentation skills, capable of translating complex data into clear, actionable insights.
• Legal authorization to work in the United States without requiring visa sponsorship.

Preferred Qualifications

• Experience leading customer success teams in a complex SaaS, web‑based services, or cloud technology environment.
• Demonstrated success designing and implementing cross‑organizational programs that improve operational effectiveness and customer outcomes.
• Experience with financial services clients, including banks, insurance companies, fintechs, and regulatory bodies.
• Background in data analytics or AI‑driven solutions, with a passion for leveraging technology to solve business challenges.
• Track record of building high‑performing teams in a remote or distributed setting.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Relationship Building
• Data‑Driven Decision Making & Analytical Rigor
• Change Management & Process Optimization
• Talent Development & Coaching
• Cross‑Functional Collaboration & Influence
• Financial Acumen & Business Insight
• Excellent Communication & Presentation Skills
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Director, you will:

• Lead a high‑visibility, cross‑functional initiative that directly impacts revenue and customer satisfaction.
• Mentor and develop the next generation of customer success leaders.
• Collaborate with senior executives to shape product strategy and market positioning.
• Participate in executive leadership forums, gaining exposure to global business strategy and innovation.
• Access a robust learning ecosystem, including tuition assistance, certification programs, and internal knowledge sharing.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Customer Obsession: Every decision is driven by the goal of delivering maximum value to our clients.
• Innovation & Curiosity: We encourage experimentation, continuous learning, and the pursuit of breakthrough ideas.
• Collaboration & Inclusion: Diverse perspectives are celebrated, and teamwork is the foundation of our success.
• Transparency & Accountability: Clear goals, open communication, and a results‑oriented mindset define our day‑to‑day operations.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and industry benchmarks.
• Performance‑based bonuses tied to customer success metrics and company goals.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans with low deductibles and generous coverage.
• Health Savings Account (HSA) with company contributions.
• Retirement savings plan (401(k) or equivalent) with employer matching.
• Generous paid time off, including vacation, holidays, and a dedicated winter wellness break.
• Unlimited paid sick days, parental leave, and volunteer time off.
• Childcare benefits and flexible work arrangements.
• Professional development budget, tuition assistance, and access to industry conferences.
• Wellness programs, mental health resources, and employee assistance programs.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your resume and a cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can help us deliver unparalleled value to our financial services clients.

Join brighthush Today

At brighthush, we’re not just building products; we’re shaping the future of data‑driven decision making in the financial services industry. If you’re a strategic thinker, a customer champion, and a leader who thrives in a dynamic, remote environment, we want to hear from you. Apply now and become part of a team that is redefining what it means to deliver insight, impact, and innovation.