Senior Director of Customer Success – Strategic Accounts & Global Growth Leadership at brighthush

About brighthush

brighthush is a trailblazing global communications platform that empowers businesses to connect with their customers through the most advanced, AI‑infused messaging, voice, and email solutions. With a portfolio that serves over 200,000 enterprises—including industry leaders such as Google, Uber, PayPal, Visa, and Tinder—brighthush’s Customer Communications Cloud is the backbone of engaging, omnichannel customer experiences worldwide. Our mission is simple yet powerful: to connect every business with every customer, everywhere in the world.

At brighthush, we live by four core values that shape every interaction, decision, and innovation: Dream Big, Win Together, Keep it Simple, and Make it Happen. These principles guide our culture, our products, and our relentless pursuit of customer success.

Why This Role Matters

As the Senior Director of Customer Success for Strategic Accounts, you will be the linchpin that transforms high‑value relationships into long‑term, revenue‑generating partnerships. You will own the entire customer lifecycle—from onboarding to expansion—ensuring that our most influential clients not only achieve their business objectives but also become passionate advocates for brighthush. Your strategic vision, operational excellence, and executive‑level influence will directly impact net revenue retention, expansion, and the overall growth trajectory of the company.

Key Responsibilities

• Lead and Grow a High‑Performance Team: Build, mentor, and inspire a squad of Customer Success Directors and Strategic CSMs who manage brighthush’s highest‑value accounts. Foster a culture of accountability, continuous learning, and data‑driven decision making.
• Own Net Revenue Retention (NRR) Targets: Set ambitious NRR goals for the Strategic Accounts portfolio and develop actionable plans to exceed them. Use predictive analytics and customer health scores to proactively address churn risks.
• Strategic Account Planning: Design and execute multi‑year account plans that align brighthush’s solutions with each customer’s strategic objectives. Define clear success metrics, executive sponsors, and growth pathways that unlock new revenue streams.
• Executive‑Level Relationship Management: Serve as the primary executive sponsor for strategic customers. Build trust with C‑suite leaders and senior stakeholders, positioning yourself as a strategic advisor who understands their business challenges and opportunities.
• High‑Touch Lifecycle Model: Implement a comprehensive lifecycle framework covering onboarding, adoption, value realization, advocacy, renewal, and expansion. Tailor playbooks for complex, multi‑product, multi‑region customers.
• Escalation Management: Resolve high‑priority customer escalations swiftly and effectively. Collaborate with Customer Excellence, Product, and executive leadership to deliver win‑win outcomes.
• Commercial Strategy & Negotiation: Shape deal strategy for contract renewals and expansion negotiations. Leverage usage‑based and consumption‑based revenue models to maximize profitability.
• Insight & Advocacy: Translate strategic customer insights into product roadmap priorities and marketing initiatives. Build advocacy programs that elevate NPS, referenceability, and brand championing among key accounts.
• Data & Analytics: Standardize KPIs, tooling, and dashboards for the Strategic Accounts team. Ensure forecast accuracy, visibility, and accountability across all metrics.
• Talent Development: Recruit, coach, and retain top talent. Create clear career paths for strategic CS professionals and champion a culture of high performance.

Essential Qualifications

• 10+ years of Apply for this job