Senior Director of Customer Success & Strategic Account Leadership – Spearheading AI‑Driven Growth, Global Client Engagement, and Visionary Partnerships at brighthush (Remote, USA)

Welcome to brighthush – Where Data Meets Human Insight

At brighthush, we’re more than a technology company; we’re a movement that turns raw data into compelling stories that resonate with people. Founded in 2015, we have evolved from a lean startup into a vibrant, purpose‑driven organization of 201‑500 employees, headquartered in Glendale, California. Our mission is simple yet profound: turn data into human‑centric insights that drive smarter decisions, stronger relationships, and sustainable growth for our clients worldwide.

We thrive on curiosity, collaboration, and an unwavering focus on customer success. Our culture is built on transparency, continuous learning, and a shared commitment to delivering value that goes beyond the numbers. Whether you’re a seasoned strategist or an emerging leader, you’ll find a place at brighthush where your ideas are heard, your growth is supported, and your impact is felt across the entire organization.

Why This Role Matters

As the Senior Director of Customer Success, you will be the linchpin between our most strategic accounts and the entire brighthush organization. You’ll own the end‑to‑end journey of our largest, most complex clients—those that shape our revenue, influence our product roadmap, and set the tone for industry best practices. Your leadership will set the standard for how we manage relationships, drive adoption, and unlock new opportunities.

In a world where AI is reshaping customer success, you will be at the forefront, integrating advanced AI tools into everyday workflows, mentoring your peers, and ensuring that every client interaction is data‑driven, insightful, and impactful.

Key Responsibilities

• Strategic Account Leadership – Manage a portfolio of brighthush’s largest, most complex accounts, often spanning multiple years, stakeholders, and revenue streams. Build and sustain relationships with VP and C‑suite champions, ensuring that you are the trusted advisor, not just the day‑to‑day contact.
• Executive‑Level Trust & Risk Management – Serve as the primary point of contact for accounts that are strategically critical, contractually complex, or at risk. Apply calm, decisive judgment to navigate ambiguity, decide when to elevate issues, and when to hold the line.
• Cross‑Functional Influence – Represent the customer’s voice in product, sales, and leadership conversations. Partner with Product on roadmap input, with Sales on expansion strategy, and with senior leadership on portfolio health and trends. Your insights should carry weight without requiring a second opinion.
• AI‑Forward Operating Model – Demonstrate advanced use of AI in daily operations. Build custom skills, agents, and artifacts that accelerate velocity, deliver client value, and improve efficiency. Set the example for AI‑native account management across the team.
• Mentorship & Bar‑Setting – Coach other Customer Success Managers (CSMs) on account strategy, difficult conversations, commercial acumen, and AI integration. Model the highest level of the CSM Core Competency Model, even without formal management responsibilities.
• Deep Domain Expertise – Maintain expert fluency in brighthush’s platform, research methodologies, and each client’s industry context. Act as a genuine strategic advisor—the person clients want in the room when rethinking their insights strategy, not just a project manager.
• Process & Playbook Contribution – Identify gaps in CS operations and build lasting solutions—playbooks, templates, AI‑powered workflows, escalation paths—that improve the entire organization beyond your own accounts.

Essential Qualifications

• 10+ years of experience in customer success, account management, or a client‑facing strategic role, ideally within market research, insights, MarTech, or SaaS.
• Proven track record of owning complex, high‑revenue accounts end‑to‑end, including renewal and expansion of six‑ and seven‑figure relationships.
• Comfort engaging with VP and C‑suite stakeholders, navigating ambiguity, competing priorities, and organizational change on the client side.
• Strong commercial acumen—able to articulate how account health translates to revenue, retention, and growth, and to speak credibly with leadership.
• Hands‑on fluency with AI—beyond chatbot prompting. You have built or configured custom skills, agents, or artifacts that changed how you or your team worked, and you bring that instinct to account management.
• Demonstrated pattern of raising the level of people and process around you, even without a formal title that requires it.
• Deep curiosity about the client’s business, not just brighthush’s product.
• Excellent judgment about when to solve something yourself, when to loop in a specialist, and when to elevate.

Preferred Qualifications

• Experience leading a high‑performing customer success team or program.
• Background in data‑driven product strategy or research methodology.
• Prior experience in a fast‑growth, high‑velocity SaaS environment.
• Knowledge of AI ethics and responsible AI practices.
• Global account management experience across multiple regions and cultures.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Relationship Building & Stakeholder Management
• Data‑Driven Decision Making
• AI & Automation Proficiency
• Commercial Acumen & Financial Literacy
• Problem‑Solving & Critical Thinking
• Mentorship & Coaching
• Process Improvement & Playbook Development
• Communication & Presentation Skills
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market. As Senior Director of Customer Success, you will:

• Lead cross‑functional initiatives that shape product, sales, and go‑to‑market strategies.
• Mentor and develop the next generation of customer success leaders.
• Drive AI adoption across the organization, positioning yourself as a thought leader in the industry.
• Participate in executive‑level strategy sessions, influencing the future direction of brighthush.
• Access continuous learning resources, including AI workshops, industry conferences, and leadership development programs.
• Opportunity to transition into broader roles such as Head of Customer Success, VP of Customer Experience, or Chief Customer Officer.

Work Environment & Culture

brighthush is committed to fostering an inclusive, collaborative, and high‑energy environment—even in a remote setting. We value:

• Transparent communication and open feedback loops.
• Work‑life balance, with a flexible hybrid approach that supports your personal and professional priorities.
• Continuous innovation, encouraging experimentation and data‑backed decision making.
• A culture of recognition—celebrating wins, learning from challenges, and celebrating diversity.
• Team offsites, social events, and virtual happy hours that keep our community connected.

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 standards.
• Performance‑based bonuses tied to account health, expansion, and strategic impact.
• Stock options for full‑time US‑based employees.
• 401(k) plan with company match.
• Comprehensive health, dental, and vision coverage (100% covered for full‑time US employees).
• Competitive dependent coverage.
• Generous paid time off (PTO) policy.
• Paid maternity/paternity leave.
• Life and disability insurance.
• Health FSA and flexible spending accounts.
• Travel assistance program.
• 24/7 counseling services.
• Catered lunch and fully stocked kitchen for on‑site employees.

H1B Sponsorship

brighthush has a strong track record of supporting international talent. Historically, we have sponsored H1B visas for multiple employees each year, demonstrating our commitment to building a diverse, global team. While sponsorship is not guaranteed for every role, we encourage qualified candidates to apply.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal or click the link below to explore this opportunity further.

Apply to Senior Director of Customer Success – Remote, USA

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven team that turns data into human‑centric insights. Your expertise will shape the future of our most strategic relationships, influence product direction, and drive the next generation of AI‑enabled customer success. If you’re a seasoned strategist with a passion for AI, a knack for building trust at the C‑suite level, and a desire to mentor others, we want to hear from you.

Apply now and help us create a world where brands and people connect more deeply, more authentically, and more effectively.