Senior Director of Customer Success & Technical Account Management – Driving Adoption, Retention, and Growth for AI‑Enabled Cloud Contact Center Solutions

About brighthush

brighthush is a global trailblazer in cloud‑native, AI‑powered contact center technology. With a portfolio that spans workforce optimization, real‑time analytics, and intelligent automation, we empower more than 25,000 enterprises—including 85 of the Fortune 100—to deliver world‑class customer experiences, safeguard financial transactions, and protect public safety. Our mission is simple: transform every customer interaction into a strategic advantage for our clients. At brighthush, we don’t just set industry standards; we redefine them.

Role Overview

As the Senior Director of Customer Success & Technical Account Management, you will be the strategic leader responsible for guiding a high‑performance team of Technical Account Managers (TAMs). Your focus will be on the retention, health, and expansion of brighthush’s most critical, enterprise‑grade accounts. You will partner with Sales, Renewals, Professional Services, Support, Product, and Billing to ensure a seamless, data‑driven customer journey that delivers measurable value, accelerates platform adoption, and drives sustainable revenue growth.

Why This Role Matters

• Directly influence the long‑term success of our largest, most strategic customers.
• Shape the customer experience across the entire lifecycle—from onboarding to expansion.
• Lead a dynamic, remote team that thrives on collaboration, data‑centric decision making, and continuous improvement.
• Serve as the trusted advisor to C‑suite executives, translating complex technical capabilities into clear business outcomes.

Key Responsibilities

• Leadership & Team Development – Mentor, coach, and develop a team of 10–15 TAMs, fostering a culture of accountability, growth, and high performance. Conduct regular performance reviews, set clear development goals, and implement career progression pathways.
• Retention & Gross Revenue Retention (GRR) – Own the GRR metric for your portfolio. Identify risks early, track them in Salesforce and Gainsight, and create documented mitigation plans. Ensure TAMs provide accurate renewal forecasts and trigger proactive renewal engagements in partnership with Renewal Managers.
• Customer Satisfaction & NPS – Own the Net Promoter Score for your accounts. Lead action‑plan discussions with clients when NPS scores dip, turning feedback into tangible improvement initiatives.
• Adoption & Consumption – Drive adoption of brighthush’s cloud‑native, AI‑powered platform. Equip TAMs with adoption data, solution knowledge, and the necessary certifications to guide customers toward deeper usage and higher value realization.
• Strategic Success Planning – Collaborate with customers to develop and execute success plans that include clear objectives, timelines, and success criteria. Ensure plans are aligned with business outcomes and ROI.
• Executive Relationship Management – Build and maintain executive‑level relationships with key stakeholders. Serve as the primary point of contact for senior leadership, ensuring alignment on strategy, expectations, and outcomes.
• Risk Escalation & Resolution – Escalate, resolve, and communicate client risks, blockers, and feedback to relevant brighthush stakeholders. Drive cross‑functional collaboration to address issues swiftly.
• Account Assignment & Portfolio Management – Manage the assignment of accounts within your book of business, ensuring optimal coverage and workload balance.
• Operating Cadence & Reporting – Own the operating cadence, performance reporting, and forecasting for the TAM organization’s KPIs (consumption, GRR, NPS, and shared ARR growth). Present results to executive leadership and adjust strategies accordingly.
• Travel & On‑Site Engagement – Travel up to 25% of the time to meet with key customers, attend industry events, and support on‑site initiatives.

Essential Qualifications

• Bachelor’s degree in Business Information Systems, Computer Science, or a related field (or equivalent professional experience).
• 10+ years of progressive experience in Customer Success, Technical Account Management, or enterprise service delivery.
• 10+ years of experience working with Fortune 500 enterprises in Customer Success or Service Management roles.
• 5+ years of hands‑on experience with contact center platforms such as Genesys, Five9, Talkdesk, Amazon Connect, or comparable solutions.
• 3+ years of proven success building high‑performance remote teams.
• Strong executive presence with a track record of building multi‑threaded relationships and leading difficult conversations with composure.
• Advanced analytical and data‑fluency skills, with experience using consumption, adoption, health, and renewal data (e.g., Salesforce, Gainsight) to forecast retention and manage risk.
• Deep expertise in contact center operations, cloud migration, and AI/automation adoption, with the ability to translate technical capabilities into business outcomes and quantified ROI.
• Comprehensive understanding of brighthush’s platform architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks.
• Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.
• Proven track record of owning measurable retention, adoption, and satisfaction outcomes (GRR, NPS, consumption) and partnering effectively with Sales and Renewals teams.

Preferred Qualifications

• Experience in a fast‑growth SaaS environment with a focus on customer success metrics.
• Background in AI/ML product strategy and implementation.
• Knowledge of regulatory compliance frameworks relevant to financial services and public safety.
• Certifications in project management (PMP, ScrumMaster) or customer success (CSM, CCS).
• Fluency in multiple languages and experience working with global, multicultural teams.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Data‑Driven Decision Making – Proficiency in interpreting complex data sets to inform strategy.
• Communication – Exceptional written and verbal communication skills, with the ability to influence at all levels.
• Relationship Building – Proven skill in cultivating trust with C‑suite executives and cross‑functional partners.
• Change Management – Expertise in guiding organizations through technology adoption and process transformation.
• Leadership – Strong coaching, mentoring, and team‑building capabilities.
• Resilience – Capacity to navigate ambiguity, manage competing priorities, and deliver results under pressure.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As Senior Director, you will:

• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor future leaders and contribute to the development of brighthush’s leadership pipeline.
• Participate in executive‑level strategy sessions, influencing the direction of the company.
• Access continuous learning resources, including industry conferences, advanced training programs, and internal knowledge hubs.
• Benefit from a culture that rewards innovation, experimentation, and calculated risk‑taking.

Work Environment & Company Culture

brighthush thrives on collaboration, curiosity, and a relentless focus on customer success. Our culture is built on:

• Innovation at Scale – We invest heavily in R&D, ensuring our solutions stay ahead of market trends.
• Data‑Driven Excellence – Decisions are grounded in analytics, metrics, and evidence.
• Inclusive Collaboration – Diverse perspectives are valued, and every voice is heard.
• Agile Mindset – We iterate quickly, learn from failures, and continuously improve.
• Work‑Life Harmony – Flexible remote work options, generous time‑off policies, and wellness programs support our team’s well‑being.

Compensation, Perks & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership roles.
• Performance‑based bonuses tied to individual, team, and company objectives.
• Equity or stock‑option plans that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget and access to industry conferences.
• Wellness programs, including mental health support and fitness stipends.
• Employee referral bonuses and recognition programs.

How to Apply

If you are a visionary leader with a passion for driving customer success, a deep understanding of cloud‑native contact center technology, and a proven track record of building high‑performance teams, we want to hear from you. Join brighthush and help shape the future of customer experience.

To apply, please submit your resume and a cover letter outlining your relevant experience and why you’re excited about this opportunity. We look forward to exploring how you can contribute to brighthush’s continued success.

About brighthush

brighthush is a global leader in AI‑powered, cloud‑native contact center solutions, serving thousands of enterprises worldwide. With a focus on innovation, customer obsession, and data‑driven excellence, we empower our clients to deliver extraordinary experiences, protect financial transactions, and ensure public safety. Our team of over 8,500 professionals spans 30+ countries, and we are committed to fostering an inclusive, collaborative, and growth‑oriented workplace.

brighthush is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law.