Senior Director of Customer Success & Retention – B2B SaaS, AI‑Driven Solutions, Global Growth Leadership at brighthush

About brighthush

brighthush is a trailblazing AI‑powered answers platform that empowers sales teams to close deals faster, smarter, and with unprecedented confidence. Leveraging cutting‑edge natural language processing and real‑time analytics, our solution delivers instant, context‑aware responses to sales questions, enabling reps to focus on what they do best: building relationships and driving revenue. Backed by top-tier investors and recognized by leading industry analysts, brighthush is positioned at the intersection of AI innovation and enterprise sales enablement.

Why Join brighthush?

At brighthush, we don’t just build products; we create transformative experiences that redefine how businesses sell. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. As a global, remote‑first organization, we empower our teams to work from anywhere while fostering a sense of belonging through regular virtual town halls, hackathons, and cross‑functional workshops.

Role Overview

We are seeking a visionary Senior Director of Customer Success & Retention to lead our growing Customer Success organization. In this pivotal role, you will shape the customer journey, drive retention and expansion, and build a high‑performing team that embodies brighthush’s mission of delivering AI‑enhanced value to every customer. You will partner closely with Sales, Product, and Executive Leadership to align customer success strategies with business objectives and to scale our impact across the enterprise market.

Key Responsibilities

• Strategic Leadership: Define and execute a comprehensive customer success strategy that aligns with brighthush’s growth targets and product roadmap.
• Retention & Expansion: Drive initiatives that increase customer lifetime value through upsells, cross‑sell opportunities, and renewal success.
• Team Building & Development: Recruit, mentor, and develop a world‑class Customer Success team, fostering a culture of continuous learning and high accountability.
• Customer Advocacy: Champion the voice of the customer across the organization, translating insights into product enhancements and service improvements.
• Operational Excellence: Implement scalable processes, dashboards, and KPIs to monitor health scores, churn risk, and engagement metrics.
• Executive Presence: Represent brighthush at industry events, partner meetings, and executive briefings, articulating the value of our platform to C‑suite stakeholders.
• Data‑Driven Decision Making: Leverage Salesforce, Gainsight, and AI tools (e.g., Claude) to analyze customer data, forecast trends, and inform strategic actions.
• Cross‑Functional Collaboration: Work closely with Product, Marketing, and Sales to ensure seamless handoffs, co‑create go‑to‑market plans, and align on customer success metrics.
• Innovation & Thought Leadership: Stay ahead of industry trends in AI, SaaS, and customer experience, and bring fresh ideas to the table that keep brighthush at the forefront of the market.

Essential Qualifications

• 12+ years of progressive experience in Customer Success, Post‑Sales, or Customer Experience leadership roles.
• 5+ years of direct team leadership, with a proven track record of building and scaling high‑performing CS teams.
• Demonstrated success in B2B SaaS environments, driving retention, expansion, and renewal metrics.
• Hands‑on expertise with Salesforce and Gainsight, including advanced reporting, health scoring, and workflow automation.
• Strong product intuition: the ability to understand complex technical solutions and translate them into customer‑centric value propositions.
• Executive presence and excellent communication skills, capable of engaging with C‑suite executives and cross‑functional leaders.
• Proficiency with AI tools (e.g., Claude, GPT‑based platforms) and a passion for leveraging emerging technologies to enhance customer outcomes.
• Strategic thinker with a data‑driven mindset, comfortable using analytics to guide decisions and measure impact.

Preferred Qualifications

• Experience in a fast‑growth startup or scale‑up environment, navigating rapid change and ambiguity.
• Background in enterprise sales or account management, providing a holistic view of the customer lifecycle.
• Certifications in Salesforce Administration, Gainsight Success Management, or similar platforms.
• Track record of implementing AI or ML solutions within customer success workflows.
• Multilingual capabilities, especially in English and a second language, to support a global customer base.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Vision: Craft long‑term plans that align with business goals.
• Customer‑Centric Mindset: Deep empathy for customer challenges and a passion for delivering value.
• Analytical Acumen: Proficiency in data analysis, KPI development, and performance measurement.
• Collaboration: Cross‑functional partnership skills, working seamlessly with Sales, Product, Marketing, and Finance.
• Change Management: Expertise in driving adoption of new processes and tools.
• Technology Fluency: Comfortable with CRM, CSAT tools, AI platforms, and workflow automation.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the market we serve. As Senior Director, you will:

• Lead a high‑impact function that directly influences revenue and customer satisfaction.
• Collaborate with executive leadership, gaining exposure to strategic decision‑making at the highest level.
• Shape the future of AI‑driven customer success, positioning yourself as a thought leader in the industry.
• Access continuous learning resources, including AI workshops, leadership development programs, and industry conferences.
• Benefit from a performance‑based promotion framework that rewards innovation, results, and cultural fit.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and inclusivity. Key highlights include:

• Remote‑first model with flexible work hours to support work‑life balance.
• Regular virtual team building events, hackathons, and cross‑departmental knowledge‑sharing sessions.
• Commitment to diversity, equity, and inclusion, with active employee resource groups and mentorship programs.
• Open communication channels, from weekly all‑hands meetings to one‑on‑one leadership check‑ins.
• Focus on mental health and well‑being, with access to counseling services and wellness stipends.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market benchmarks for senior CS leadership roles.
• Performance‑based bonus structure tied to retention, expansion, and team metrics.
• Equity options that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program with company contributions.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget for courses, certifications, and conferences.
• Wellness stipend covering gym memberships, meditation apps, or home office upgrades.

How to Apply

If you are a strategic, customer‑obsessed leader ready to shape the future of AI‑driven sales enablement, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Success leadership team.