Senior Director of Customer Success – Global Strategy & Operations Leader for AI‑Driven Digital Workplace Solutions

About brighthush

brighthush is at the forefront of the digital workplace revolution, delivering a cloud‑native platform that seamlessly connects people, devices, and data. By harnessing the power of artificial intelligence, our solutions transform everyday work into intelligent, automated experiences that boost productivity, reduce friction, and unlock new ways of collaborating across the globe. With a customer base that spans more than 650,000 organizations—from nimble startups to Fortune 500 enterprises—brighthush is trusted to keep teams connected, secure, and productive no matter where they are.

Our mission is simple: make work work better. We do this by building software that is intuitive, secure, and scalable, and by fostering a culture that values curiosity, diversity, and continuous learning. At brighthush, every employee is empowered to bring fresh ideas to the table, experiment boldly, and grow both personally and professionally.

Why This Role Matters

The Senior Director of Customer Success will be a pivotal leader who shapes the future of how our customers experience and derive value from brighthush’s platform. You will own the end‑to‑end customer journey, from onboarding to renewal, and will drive initiatives that increase adoption, deepen engagement, and unlock revenue growth across all market segments. Your strategic vision and operational excellence will directly influence the company’s ability to retain and expand our global customer base.

Key Responsibilities

• Lead a Global Customer Success Organization – Build, coach, and inspire a high‑performing team of Customer Success Managers (CSMs) across multiple regions, ensuring alignment with brighthush’s global strategy.
• Design & Execute Scalable Success Frameworks – Develop standardized health scoring, lifecycle engagement models, and playbooks that drive adoption, value realization, and long‑term loyalty.
• Segment‑Specific Engagement – Create differentiated strategies for SMB, Mid‑Market, and Enterprise customers to maximize Customer Lifetime Value (CLTV) and Net Revenue Retention (NRR).
• Data‑Driven Program Architecture – Build predictive models, risk mitigation workflows, and renewal processes that are scalable across 650 k+ customers and multiple product lines.
• Digital & Automation Enablement – Leverage low‑touch and tech‑touch automation tools for high‑volume segments while refining high‑touch approaches for strategic accounts.
• Tool & Platform Stewardship – Evaluate, select, and implement best‑in‑class Customer Success platforms that enhance team productivity and deliver actionable insights.
• Cross‑Functional Collaboration – Partner with Product, Sales, Marketing, Support, and Operations to create a cohesive, holistic customer experience and close the feedback loop.
• Voice of the Customer – Advocate for customer needs internally, influencing product roadmap, pricing strategy, and go‑to‑market initiatives.
• Forecasting & Reporting – Deliver accurate retention forecasts, actionable insights, and executive‑level dashboards to the leadership team and board.
• Growth & Retention Leadership – Drive initiatives that increase Gross Revenue Retention (GRR) and NRR, ensuring sustainable recurring revenue streams.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, Account Management, or related functions.
• Minimum 5 years in a global leadership role within a SaaS or cloud software business.
• Proven track record of managing Customer Success at scale (200–500 M ARR) across multiple geographies and customer segments.
• Deep understanding of multi‑product SaaS platforms and complex customer environments.
• Expertise in customer success metrics, lifecycle planning, and segmentation.
• Experience scaling CS operations and implementing data‑driven success frameworks.
• Strong cross‑functional collaboration skills, especially with Sales, Product, and Marketing.
• Outstanding communication, stakeholder management, and executive‑level presentation skills.

Preferred Qualifications

• Experience in AI‑powered digital workplace solutions or related technology sectors.
• Background in building predictive analytics models for churn and renewal forecasting.
• Familiarity with modern CS platforms such as Gainsight, Totango, or similar.
• Track record of driving customer advocacy programs and success stories that influence marketing and sales.
• Experience managing a distributed, remote team across multiple time zones.

Key Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Team Leadership & Coaching
• Customer‑Centric Mindset
• Change Management
• Stakeholder Engagement
• Product & Market Insight
• Financial Acumen (ARR, CLTV, NRR, GRR)
• Agile & Lean Methodologies

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our platform. As Senior Director, you will:

• Collaborate with senior executives to shape company strategy and product roadmap.
• Lead cross‑functional initiatives that span product, sales, marketing, and engineering.
• Mentor and develop future leaders within the Customer Success organization.
• Participate in global leadership forums, industry conferences, and innovation labs.
• Access continuous learning resources, including leadership development programs, technical certifications, and industry research.

Work Environment & Culture at brighthush

We thrive on a culture that celebrates diversity, encourages experimentation, and rewards results. Our remote‑first model gives you the flexibility to work from anywhere in the USA, while our quarterly team‑building events, leadership luncheons, and all‑hands meetings keep us connected and aligned. We practice an open‑door policy, fostering transparent communication and rapid decision‑making.

Compensation, Perks & Benefits

• Competitive base salary with performance‑based bonuses.
• Generous paid time off (PTO) and paid holidays.
• 401(k) with employer matching.
• Comprehensive health insurance package with 100% employer‑paid medical coverage.
• Up to 12 weeks of parental leave.
• Basic life insurance, short‑term & long‑term disability, all employer‑paid.
• Flexible work arrangements and a business‑casual dress code.
• Quarterly virtual team‑building events and leadership luncheons.
• Opportunity to travel (25–30% domestic & international) to meet customers and partners.

Why Join brighthush?

brighthush is more than a technology company—it’s a community of innovators who are reshaping how the world works. By joining our Customer Success leadership team, you will:

• Drive tangible impact on millions of users worldwide.
• Shape the future of digital workplace solutions.
• Collaborate with a talented, diverse, and globally distributed team.
• Benefit from a culture that values work‑life balance, continuous learning, and personal growth.
• Be part of a company that is committed to inclusion, equity, and belonging.

Ready to Make an Impact?

If you are a seasoned Customer Success leader with a passion for scaling global teams, driving adoption, and delivering measurable value, we want to hear from you. Join brighthush and help us empower organizations to work smarter, faster, and more securely.

To apply, click the link below and submit your application. We look forward to exploring how your expertise can help shape the next chapter of brighthush’s success story.