Senior Director of Global Customer Delivery & Success Operations – Championing AI‑Powered SaaS Transformation, Strategic Growth, and World‑Class Customer Experience Excellence at brighthush

About brighthush

brighthush is more than a technology provider; it is a global movement that reimagines how businesses thrive in the digital era. By fusing cutting‑edge artificial intelligence with a unified operating system, we empower agencies, entrepreneurs, and SMBs to build, automate, and scale at unprecedented speed and precision. With a footprint in over 150 countries, our platform drives billions of API hits and message events each day, backed by 250 terabytes of distributed data, 250+ microservices, and a million domain names. At brighthush, we are redefining what it means to run a modern, high‑velocity SaaS business.

Why brighthush?

We are a remote‑first, global organization with 2,000+ team members across 10+ countries. Our culture is built on speed, ownership, and a relentless focus on impact. We celebrate innovation, champion ideas, and put people first—no matter where they call home. Every day, we help our customers generate billions in ecosystem value, proving that shared infrastructure at scale can transform industries. If you thrive in an environment where your ideas can shape the future of business operations, brighthush is the place to bring your vision to life.

Who You Are

You are a seasoned post‑sales operator who thrives in ambiguity, moves with urgency, and consistently improves outcomes without demanding additional headcount. You excel at both executive conversations about capacity strategy and detailed reviews of why a cohort of customers faltered in their third month. Your leadership style balances high‑volume advisor floors with deep, relationship‑based named‑account success, and you understand that each requires distinct management systems. You are a strategic thinker, a data‑driven decision maker, and a coach who inspires teams to exceed expectations.

About the Role

As Senior Director of Global Customer Delivery & Success Operations, you will own the quality and outcome of every live interaction brighthush has with a customer after they purchase. From scheduled onboarding calls and on‑demand support rooms that run 24/7, to the ongoing Customer Success Management relationship through renewal, you will lead a global organization of advisors, senior advisors, customer success managers, and their leaders across the United States and India. Your influence will shape the entire customer journey, ensuring that every touchpoint delivers measurable value and drives long‑term loyalty.

Key Responsibilities

• Design and execute a world‑class delivery model that guarantees customers achieve success three months and beyond, while continuously refining the model based on data and feedback.
• Lead a global team of 80+ advisors and success managers, fostering a culture of high performance, continuous improvement, and data‑driven decision making.
• Collaborate with product, engineering, and sales to align delivery strategies with roadmap priorities and customer expectations, ensuring seamless handoffs and shared accountability.
• Own the end‑to‑end customer journey—onboarding, adoption, expansion, and renewal—by establishing clear processes, metrics, and escalation paths.
• Develop and refine metrics that capture customer health, engagement, and lifetime value, and use these insights to drive operational excellence and proactive risk mitigation.
• Implement scalable processes that balance high‑volume advisor interactions with deep, relationship‑based named‑account success, leveraging automation and AI where appropriate.
• Champion a culture of ownership, where teams take responsibility for outcomes and continuously iterate on delivery practices.
• Manage a flat headcount plan while improving outcomes, demonstrating the ability to do more with less and optimizing resource allocation.
• Serve as the primary point of escalation for high‑impact customer issues, ensuring rapid resolution and customer satisfaction.
• Represent brighthush in executive conversations about capacity strategy, resource allocation, and long‑term growth plans, influencing the company’s strategic direction.
• Drive cross‑functional initiatives that integrate customer insights into product development, marketing, and sales enablement, ensuring a unified voice across the organization.
• Mentor and develop high‑potential leaders within the delivery organization, building a pipeline of future senior leaders who embody brighthush’s values.
• Champion continuous learning by staying abreast of industry trends, emerging technologies, and best practices in customer success and operations.

Essential Qualifications

• 10+ years of experience in customer delivery, success, or operations roles within SaaS or high‑growth technology companies.
• Proven track record of scaling global delivery teams and improving customer success metrics.
• Deep understanding of post‑sales operations, including onboarding, adoption, expansion, and renewal.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Exceptional communication skills, capable of engaging with executives, customers, and cross‑functional teams.
• Experience managing teams across multiple time zones and cultures.
• Demonstrated ability to drive process improvements and operational efficiencies.
• Hands‑on experience with customer success platforms (e.g., brighthush) and CRM systems.
• Strong leadership presence and a passion for coaching and developing talent.
• Proficiency in using data visualization tools (e.g., Tableau, Power BI) to communicate insights.
• Experience with AI‑driven customer health scoring and predictive analytics.

Preferred Qualifications

• Experience in AI‑powered or automation‑centric platforms.
• Background in building and scaling customer success operations for enterprise‑grade SaaS products.
• Knowledge of data‑driven customer health scoring models.
• Experience with remote‑first, distributed teams.
• Advanced proficiency in SQL, data visualization tools, and analytics dashboards.
• Experience leading change management initiatives in a high‑growth environment.
• Familiarity with subscription billing and revenue recognition processes.

Skills & Competencies

• Strategic thinking and execution.
• Customer‑centric mindset.
• Data‑driven decision making.
• Change management and process optimization.
• Cross‑functional collaboration.
• Talent development and coaching.
• Resilience and adaptability in fast‑paced environments.
• Strong presentation and storytelling skills.
• Proficiency in project management tools (e.g., Jira, Asana).
• Comfort with ambiguity and rapid iteration.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career progression. As Senior Director, you will:

• Lead initiatives that shape the future of customer delivery at a global scale, influencing product strategy and market positioning.
• Collaborate with senior leaders across product, engineering, and sales to influence the company’s strategic direction and drive cross‑functional alignment.
• Mentor and develop high‑potential talent, building a legacy of leadership excellence and creating a high‑impact talent pipeline.
• Participate in industry conferences, webinars, and thought‑leadership opportunities, positioning yourself as a recognized expert in customer success and operations.
• Access internal training programs, certifications, and a generous learning stipend to deepen your expertise in AI, analytics, and leadership.
• Take on stretch assignments that expose you to new markets, product lines, and global expansion strategies.
• Be considered for executive leadership roles within brighthush as the organization continues to scale.

Work Environment & Culture

Our remote‑first model means you can work from anywhere while staying connected to a vibrant, global community. We prioritize:

• Flexibility: Work hours that align with your life and the global nature of our customer base.
• Collaboration: Regular virtual town halls, cross‑team hackathons, and informal coffee chats that foster knowledge sharing.
• Well‑being: Comprehensive health plans, mental health resources, and wellness stipends to support your physical and mental health.
• Diversity & Inclusion: A culture that celebrates diverse perspectives and fosters belonging, ensuring every voice is heard.
• Innovation: A sandbox environment where ideas are tested, celebrated, and scaled, encouraging experimentation and rapid iteration.
• Recognition: Regular shout‑outs, peer‑to‑peer awards, and milestone celebrations that highlight individual and team achievements.
• Community: Opportunities to contribute to open‑source projects, industry panels, and community initiatives that extend beyond the workplace.

Compensation & 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 customer success metrics and company growth.
• Equity options that align your success with the company’s long‑term growth.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching (or equivalent) to help you plan for the future.
• Generous paid time off, parental leave, and flexible work arrangements.
• Learning stipend, conference travel, and professional development support.
• Wellness programs, including gym memberships, meditation apps, and mental health counseling.
• Annual company retreats and team‑building events to strengthen collaboration and culture.

Ready to Make an Impact?

If you are a visionary leader who can drive customer success at scale, thrive in a fast‑moving environment, and inspire a global team to deliver world‑class outcomes, we want to hear from you. Join brighthush and help shape the future of AI‑powered business operations while building a career that matters.

Apply now and become a pivotal part of brighthush’s journey to empower millions of businesses worldwide.