Senior Director of Customer Success & Operations – Driving Growth, Retention, and Customer Experience Excellence at brighthush

About brighthush

brighthush is a trailblazer in AI‑powered marketing solutions designed for multi‑location businesses. Leveraging our proprietary Genius AI™ platform and a suite of Genius Agents™, we empower brands to automate and optimize local marketing tasks across every storefront, office, or franchise. Recognized by Fast Company as one of the World’s Most Innovative Companies, brighthush serves nearly 1,000 top brands—including industry leaders in automotive, retail, education, and financial services—helping them achieve unmatched digital visibility, deepen customer engagement, and scale faster than ever before.

Role Overview

As the Senior Director of Customer Success & Operations, you will be the strategic architect and operational leader who transforms how our customers experience brighthush. You will partner with the Chief Customer Officer, product, sales, and finance teams to design, implement, and continuously refine processes, tools, and programs that drive adoption, expansion, and retention across the entire customer lifecycle. Your influence will shape the customer journey from onboarding to renewal, ensuring that every touchpoint delivers measurable value and positions brighthush as the partner of choice for enterprise social media management.

Key Responsibilities

• Strategic Vision & Execution – Define and execute a forward‑looking customer success strategy that aligns with brighthush’s growth objectives and market positioning.
• Process & Playbook Development – Create, document, and iterate comprehensive playbooks for onboarding, training, support, expansion, renewal, and churn mitigation.
• Technology Leadership – Own the end‑to‑end implementation of customer success platforms (Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, Pardot) and ensure they are fully integrated and leveraged to their maximum potential.
• Data & Analytics – Build and maintain KPI dashboards, reporting frameworks, and data quality standards that provide actionable insights to the executive team and enable proactive risk management.
• Cross‑Functional Collaboration – Act as the bridge between customer success, product, engineering, and sales, championing serviceability, roadmap prioritization, and product enhancements that elevate customer satisfaction.
• Team Leadership & Enablement – Recruit, onboard, and mentor a high‑performing Customer Success Operations team; foster a culture of continuous learning and accountability.
• Financial Stewardship – Partner with finance to refine renewal, expansion, and churn forecasting models; align compensation plans with revenue protection and growth targets.
• Root Cause & Post‑Mortem Analysis – Lead detailed investigations of lost accounts, identify systemic issues, and drive process improvements to reduce future churn.
• Tool & Technology Roadmap – Define the long‑term technology roadmap that supports evolving customer success needs and scales with brighthush’s growth.
• Ad‑hoc Projects – Take ownership of special initiatives, such as customer segmentation studies, market expansion pilots, or new product launch readiness.

Essential Qualifications

• Minimum 7 years of proven experience in Customer Success Operations, Sales Operations, or Business Operations within a SaaS environment.
• Demonstrated success in designing and scaling customer success processes for enterprise clients.
• Advanced proficiency in Microsoft Office (Word, PowerPoint, Excel) and hands‑on experience with Salesforce and other CRM/SaaS support tools.
• Strong analytical mindset with the ability to translate data into strategic actions.
• Excellent written and verbal communication skills; comfortable presenting to C‑level executives.
• Proven ability to lead cross‑functional teams and influence stakeholders at all levels.
• Experience in the social media management or digital marketing technology space is highly desirable.
• Bachelor’s degree required; Master’s, MBA, or equivalent advanced education preferred.
• Coachability, resilience, and a passion for continuous self‑improvement.

Preferred Qualifications

• Experience with Gainsight, MindTickle, ServiceCloud, Salesloft, or Pardot.
• Track record of driving revenue expansion and retention in a multi‑location enterprise context.
• Background in AI‑powered marketing solutions or related technology.
• Prior leadership role in a high‑growth startup or scale‑up environment.

Skills & Competencies

• Strategic Thinking & Execution
• Process Design & Continuous Improvement
• Data‑Driven Decision Making
• Stakeholder Management & Influence
• Team Leadership & Talent Development
• Change Management & Adaptability
• Customer‑Centric Mindset
• Technical Acumen – CRM, BI, and SaaS tools

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As Senior Director, you will:

• Lead cross‑departmental initiatives that shape the future of AI‑powered marketing.
• Mentor and develop the next generation of customer success leaders.
• Participate in executive strategy sessions, influencing product roadmap and market positioning.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Potential pathway to Chief Customer Officer or VP of Customer Success roles.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and agility. Our distributed team works from home across the United States and Canada, supported by:

• Flexible work hours that respect work‑life balance.
• Quarterly wellness days and a robust wellness incentive program.
• Regular virtual town halls, hackathons, and cross‑functional “innovation sprints.”
• A transparent, data‑driven decision‑making process that empowers employees at all levels.
• Recognition programs that celebrate both individual and team achievements.