Senior Director of Customer Success Transformation & AI‑Driven Experience Design – brighthush Global Enterprise SaaS

About brighthush

brighthush is a trailblazer in AI‑powered experience orchestration, empowering more than 8,000 organizations worldwide to deliver personalized, empathetic, and scalable customer journeys. Our cloud‑native platform seamlessly connects people, systems, data, and AI, enabling enterprises to transform customer interactions into measurable growth and lasting loyalty. With a culture that champions innovation, flexibility, and continuous learning, brighthush is at the forefront of the next wave of customer experience technology.

Role Overview

As the Senior Director of Customer Success Transformation & AI‑Driven Experience Design, you will be the chief architect of brighthush’s global Customer Success organization. You will translate our vision of AI‑enabled customer engagement into a tangible, future‑state operating model that unites Professional Services, scaled digital motions, talent, technology, and commercial strategies. Your work will directly influence how brighthush creates value for our customers, drives revenue, and scales our impact across the globe.

Key Responsibilities

• Design the Future‑State Operating Model – Define how customer engagement, Professional Services, digital motions, talent, technology, AI, and commercial models interlock to deliver scalable, measurable customer value.
• Strategic Partner to Executive Leadership – Collaborate with the Head of CS Transformation and other senior leaders to set strategic priorities, develop multi‑year roadmaps, and align Customer Success with brighthush’s growth objectives.
• Portfolio & Initiative Leadership – Build a coherent transformation portfolio, sequence initiatives such as Professional Services transformation, AI acceleration, A2O, talent evolution, new offers, and scaled Customer Success, and lead them from concept through execution and adoption.
• Model Innovation & Commercial Design – Create standardized, productized operating and commercial models that enable continuous value realization, scalable delivery, and alignment with Sales, Product, Finance, Operations, HR, Enablement, and Innovation.
• AI & Emerging Technology Translation – Partner with AI and Innovation leaders to identify how AI can reshape roles, workflows, delivery models, and customer engagement, turning technology into tangible business transformation.
• Executive Storytelling & Governance – Craft compelling narratives, decision frameworks, and governance mechanisms that clarify trade‑offs, risks, and business impact, enabling senior leaders to act decisively.
• Influence & Relationship Building – Build trusted relationships across a global, matrixed organization, influencing decisions without direct authority and challenging conventional thinking to drive momentum.

Essential Qualifications

• 10+ years of senior leadership experience in strategic transformation, operating‑model design, or business operations within enterprise SaaS or technology organizations.
• Proven track record of designing and implementing new operating models, business models, or transformation strategies that deliver measurable outcomes.
• Deep understanding of Customer Success, Professional Services, and customer‑facing SaaS operating models, with the ability to connect lifecycle, services, commercial, and operational perspectives.
• Strong grasp of recurring‑revenue SaaS economics and the ability to link customer outcomes to growth, retention, expansion, and service performance.
• Experience translating AI and emerging technology capabilities into business and organizational transformation opportunities.
• Exceptional strategic problem‑solving skills, executive influence, and the ability to navigate ambiguity while driving senior‑level decisions.
• Commercial, analytical, and financial acumen with a data‑driven approach to opportunity identification, business case development, investment prioritization, and impact measurement.
• Demonstrated success in leading organizational change and adoption across geographically dispersed teams.
• Bachelor’s degree or equivalent experience; advanced degree preferred.

Preferred Qualifications

• Experience in a global, matrixed organization with cross‑functional leadership responsibilities.
• Background in AI‑driven customer experience platforms or similar technology ecosystems.
• Knowledge of advanced analytics, machine learning, or data science as applied to customer success.
• Experience building and scaling professional services or consulting practices.
• Strong background in change management, organizational design, and talent development.

Skills & Competencies

• Strategic Vision & Execution
• Operating‑Model Architecture
• AI & Emerging Technology Fluency
• Executive Communication & Storytelling
• Stakeholder Influence & Negotiation
• Data‑Driven Decision Making
• Change Management & Adoption
• Cross‑Functional Collaboration
• Financial Acumen & Business Modeling
• Talent Development & Coaching

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology you help shape. You will:

• Lead high‑impact initiatives that influence the entire organization and shape the future of customer experience.
• Collaborate with senior leaders across Sales, Product, Finance, and Innovation, gaining exposure to all facets of a global SaaS business.
• Access mentorship from industry pioneers, participate in leadership development programs, and receive sponsorship for advanced learning.
• Drive the adoption of cutting‑edge AI tools, positioning yourself as a thought leader in AI‑powered customer success.
• Build a portfolio of transformative projects that can serve as a springboard to C‑suite roles or entrepreneurial ventures.

Work Environment & Culture

brighthush thrives on a flexible‑first culture that empowers employees to work from anywhere while fostering collaboration, creativity, and accountability. Our values of curiosity, empathy, and relentless execution create a supportive environment where ideas flourish and impact is measurable.

Compensation & Benefits

We offer a competitive base salary aligned with market benchmarks for senior transformation leaders in the SaaS industry. In addition, you may be eligible for performance‑based bonuses and equity opportunities. Our benefits package includes:

• Comprehensive medical, dental, and vision coverage, including telehealth services.
• Flexible work schedules and remote work options.
• Generous paid time off, including 10 paid holidays and open time off.
• 401(k) plan with company matching.
• Professional development stipend and access to learning platforms.
• Well‑being resources, paid volunteer time, and wellness programs.
• Family‑friendly benefits such as fertility support and adoption assistance.

How to Apply

Ready to shape the future of customer success at brighthush? Submit your application through our careers portal and join a team that is redefining the customer experience landscape.

Closing

As the Senior Director of Customer Success Transformation, you will be at the nexus of strategy, technology, and customer impact. If you are a visionary leader who thrives on building scalable, AI‑driven operating models and can influence senior leaders across a global organization, brighthush invites you to apply. Join us to build the next generation of customer success experiences that deliver measurable value, drive growth, and set new industry standards.