Senior Director of Global Customer Success for Nonprofits, Arts & Cultural Institutions – Driving AI‑Powered Engagement & Strategic Mission‑Focused Growth at brighthush

About brighthush

At brighthush, we’re on a mission to empower the world’s most passionate changemakers. Our cloud‑based platform delivers intelligent, data‑driven tools that help nonprofits, arts organizations, and cultural institutions amplify their impact, streamline operations, and deepen community engagement. We believe that technology should serve purpose, not profit, and that every organization—regardless of size—deserves the support to thrive.

Our culture is built on purpose, collaboration, and continuous learning. We champion diversity, equity, and inclusion, and we’re committed to creating an environment where every voice is heard and every idea can spark transformative change.

Why This Role Matters

As the Senior Director of Global Customer Success, you will be the strategic bridge between our cutting‑edge platform and the organizations that rely on it to create lasting social impact. Your leadership will shape how we retain, expand, and delight our customers, ensuring they achieve measurable outcomes while advancing their own missions. If you thrive on leading high‑impact teams, leveraging AI and predictive analytics, and communicating with senior stakeholders, this is the role for you.

Key Responsibilities

• Strategic Leadership & Vision: Lead a global, cross‑functional team of Customer Success Managers, setting a clear vision, ambitious goals, and measurable KPIs that align with brighthush’s mission and growth objectives.
• Customer Retention & Expansion: Design and execute data‑driven retention strategies that reduce churn, increase upsell opportunities, and deepen customer loyalty across the nonprofit and arts sectors.
• AI‑Enabled Customer Journeys: Partner with Product, Data Science, and Engineering to develop AI‑powered engagement tools, predictive models, and automated workflows that anticipate customer needs and drive proactive support.
• Executive Advocacy & Thought Leadership: Serve as the primary customer advocate in executive meetings, translating customer feedback into actionable insights for product roadmap and service enhancements. Represent brighthush at industry conferences, webinars, and community events.
• Cross‑Functional Collaboration: Work closely with Sales, Marketing, Product, and Finance to ensure a seamless customer experience from onboarding through renewal.
• Process Optimization & Scalability: Continuously refine customer success processes, tools, and documentation to improve efficiency, scalability, and quality of service.
• Team Development & Culture: Mentor and coach a diverse team of Customer Success Managers, fostering a culture of high performance, accountability, and professional growth.
• Strategic Partnerships & Ecosystem Building: Identify and nurture strategic partnerships with industry associations, grant agencies, and technology vendors to expand brighthush’s ecosystem and deliver added value to customers.

Essential Qualifications

• 12+ years of progressive leadership experience in Customer Success, Account Management, or a related field, with a proven track record of driving retention and expansion.
• Deep understanding of the nonprofit, arts, and cultural sectors, including their unique challenges, funding models, and success metrics.
• Demonstrated expertise in leveraging AI, predictive analytics, and data science to enhance customer engagement and operational efficiency.
• Strong executive communication skills, with experience presenting to C‑suite leaders and board members.
• Proficiency in CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight, Totango), and analytics suites (e.g., Tableau, Power BI).
• Bachelor’s degree in Business, Marketing, Computer Science, or a related discipline; MBA or advanced degree preferred.
• Experience managing remote, distributed teams across multiple time zones.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience working with or within the nonprofit and arts & cultural sectors for at least 5 years.
• Hands‑on experience building AI‑enabled customer success motions, such as churn prediction models or automated health scoring.
• Track record of scaling customer success operations in a high‑growth SaaS environment.
• Knowledge of fundraising, grant management, and community engagement platforms.
• Experience with subscription billing, renewal forecasting, and revenue recognition in a SaaS context.

Skills & Competencies

• Strategic Thinking: Ability to translate business objectives into actionable customer success strategies.
• Data‑Driven Decision Making: Proficiency in interpreting complex data sets to inform strategy and measure impact.
• Leadership & Coaching: Proven ability to inspire, develop, and retain high‑performing teams.
• Customer‑Centric Mindset: Passion for understanding customer pain points and delivering solutions that create measurable value.
• Communication: Exceptional written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Project Management: Strong organizational skills and the ability to manage multiple initiatives simultaneously.
• Adaptability: Comfortable navigating ambiguity and driving change in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, professional growth is a shared journey. As Senior Director, you will:

• Lead cross‑functional initiatives that shape the future of our platform and customer experience.
• Mentor emerging leaders, providing coaching, feedback, and career development plans.
• Participate in executive‑level strategy sessions, gaining exposure to high‑impact decision making.
• Access a robust learning ecosystem, including leadership development programs, industry certifications, and tuition reimbursement for relevant courses.
• Collaborate with global teams, expanding your network and cultural competence.
• Drive innovation by piloting new AI‑driven customer success initiatives and measuring their impact.

Work Environment & Company Culture

brighthush thrives on a culture of purpose, innovation, and inclusion. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Dedicated collaboration tools (Slack, Teams, Miro) and a robust knowledge base.
• Regular virtual team‑building activities and optional in‑person retreats.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Inclusive hiring practices and a zero‑tolerance policy for discrimination or harassment.
• Community‑impact initiatives, such as volunteer days and partnership programs with local nonprofits.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base Salary: USD 150,400 – 204,100 per year, commensurate with experience.
• Bonus & Equity: Performance‑based bonus potential and equity options to share in our success.
• 401(k) Matching: Company match up to 5% of your contributions.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Paid Time Off: Generous PTO, including sick leave, personal days, and a flexible holiday calendar.
• Parental Leave: Generous paid parental leave for new parents, regardless of gender.
• Professional Development: Tuition reimbursement for courses, conferences, and certifications.
• Retirement Planning: Access to financial planning resources and retirement savings plans.
• Additional Perks: Remote work stipend, home office equipment allowance, and employee referral bonuses.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your resume and a cover letter that highlights your experience in the nonprofit and arts sectors, your success with AI‑driven initiatives, and why you’re excited to join a mission‑driven organization.

We look forward to exploring how your vision and expertise can help us empower the world’s most impactful organizations.

Apply to this job now