Senior Director of Global Customer Value & Program Management – Strategic Leadership in Customer Success, Adoption, and Retention Excellence

About brighthush

brighthush is a trailblazer in the digital agreement ecosystem, empowering more than 1.8 million customers across 180+ countries to accelerate business transactions and simplify everyday life. By transforming static documents into intelligent, data‑rich assets, brighthush unlocks critical insights that were once buried inside contracts. Our AI‑native platform enables companies to create, commit, and manage agreements with unparalleled speed and accuracy, positioning us as the #1 choice for e‑signature and contract lifecycle management (CLM) worldwide. In a world where every agreement can be a catalyst for growth, brighthush is redefining how businesses collaborate, negotiate, and close deals.

Why Join brighthush?

At brighthush, we believe that every agreement should be a catalyst for growth, not a bottleneck. Our culture is built on trust, transparency, and a relentless focus on customer success. We champion diversity, inclusion, and continuous learning, ensuring that every team member can thrive and make a tangible impact on the world. If you’re passionate about shaping the future of business agreements and want to work in a fast‑moving, high‑impact environment, brighthush is the place for you.

Position Overview

As the Senior Director of Global Customer Value & Program Management, you will serve as the connective tissue across brighthush’s Global Customer Success (GCS) portfolio. You will translate executive priorities into coordinated execution across regions, people, processes, systems, and cross‑functional partners. Your leadership will drive governance, integrated planning, communications, change management, adoption, and executive visibility for high‑priority initiatives such as the Customer Value & Retention Program (CVRP) and other strategic GCS programs. You will be the champion of a culture that turns data into action and transforms customer relationships into long‑term partnerships.

Key Responsibilities

• Strategic Program Leadership: Own the end‑to‑end delivery of global and regional programs, ensuring alignment from strategy through implementation, adoption, and continuous optimization. Define program scope, objectives, and success metrics that resonate with executive leadership and frontline teams.
• Governance & Operating Cadence: Design and maintain program charters, RACI models, decision logs, stage gates, escalation paths, and executive reporting frameworks. Establish a cadence of governance meetings that keep stakeholders aligned and accountable.
• Cross‑Functional Alignment: Coordinate with GCS Operations, GTM Strategy, Finance, Enablement, Sales, Renewals, Product, Marketing, Data & Analytics, HR, and regional teams to align priorities and maintain accountability. Facilitate cross‑team workshops that surface dependencies and create shared ownership.
• Change Management: Develop and execute comprehensive change‑management strategies covering stakeholder impact, readiness, communications, manager enablement, training, resistance management, adoption, and reinforcement. Craft tailored communication plans that resonate with diverse audiences.
• Risk & Dependency Management: Track dependencies, risks, issues, decisions, resource needs, and program health; provide concise executive updates and recommend corrective actions. Use data dashboards to surface risks before they become blockers.
• Process Improvement: Identify root causes of inefficiencies, eliminate systemic barriers, reduce duplication, and support scalable, multi‑system execution. Champion a culture of continuous improvement that drives operational excellence.
• Launch Readiness & Post‑Launch Optimization: Drive consistent launch readiness, field execution, post‑launch retrospectives, feedback loops, and continuous improvement across initiatives. Ensure that every rollout is measured, documented, and iterated upon.
• Quarterly Business Review (QBR) Leadership: Guide the strategy and execution of regional and global QBRs for all GCS functions (CSAM, SCM, SH). Translate data into compelling narratives that influence executive decision‑making.
• Executive Visibility: Provide clear, data‑driven executive reporting on progress, risks, and required actions, ensuring alignment with senior leadership. Serve as the primary point of contact for executive stakeholders on all high‑impact initiatives.
• Talent Development: Mentor and coach mid‑level managers and program leads, fostering a high‑performing culture that values collaboration, accountability, and growth.
• Innovation Advocacy: Evaluate emerging technologies—AI, automation, advanced analytics—and recommend solutions that enhance program execution and customer outcomes.

Essential Qualifications

• 12+ years of experience in program or change management supporting customer‑facing functions such as Customer Success, Services, Education, or Operations.
• Proven track record leading complex, global, multicultural programs that drive alignment across multiple regions and stakeholder groups.
• Expertise in translating leadership priorities into integrated plans, governance structures, operating cadences, and accountable execution.
• Strong background in software process optimization, cross‑functional deployments, operating‑model changes, or complex implementations.
• Demonstrated ability to manage scope, milestones, dependencies, risks, issues, governance, and executive communications using data to guide decisions.
• Excellent influence skills, able to lead without direct authority.
• Bachelor’s degree in Business, Engineering, Computer Science, or equivalent experience.
• Experience in a high‑growth SaaS environment, preferably in CLM, e‑signature, or digital contract solutions.

Preferred Qualifications

• Experience supporting GCS, Commercial/SMB Customer Success, Scaled Customer Management, or Success Hub operating models.
• Track record managing strategic initiatives such as CVRP, adoption, retention, renewal, or IAM‑conversion programs.
• Proficiency in developing change impact assessments, readiness plans, manager toolkits, communication cascades, training plans, and adoption strategies.
• Experience defining ambitious program goals, MVPs/MVDs, success metrics, executive reporting, and operating cadences across multiple initiatives.
• Background in lifecycle, digital, self‑service, or one‑to‑many programs that support customer activation, adoption, retention, or expansion.
• Experience leading organizational change, process redesign, operating‑model transformation, or multi‑system execution.
• Technical aptitude for evaluating and adopting AI capabilities, automation, or modern operating tools.
• Proficiency with program‑management and collaboration tools such as Jira, Smartsheet, Confluence, Tableau, or SQL.
• Prior experience in management or strategy consulting.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Program & Project Management Excellence
• Change Management & Adoption Leadership
• Data‑Driven Decision Making & Analytics
• Stakeholder Engagement & Influence
• Cross‑Functional Collaboration & Team Building
• Process Improvement & Operational Excellence
• Communication & Presentation Skills
• Adaptability & Resilience in Ambiguous Environments
• Technical Curiosity & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. You will have the chance to:

• Lead high‑impact global initiatives that shape the future of customer success.
• Collaborate with senior leaders across product, sales, finance, and operations.
• Mentor and develop emerging leaders within the organization.
• Participate in executive‑level strategy sessions and influence company direction.
• Access continuous learning resources, including coaching, online courses, and industry conferences.
• Contribute to the development of next‑generation AI and automation tools that redefine agreement management.
• Earn recognition through brighthush’s leadership development programs and performance‑based rewards.

Work Environment & Culture at brighthush

Remote‑First Flexibility: Most of your work will be performed from a designated remote location, giving you the freedom to balance professional and personal commitments while staying connected to a global team.

Inclusive & Collaborative Culture: We celebrate diverse perspectives, encourage open dialogue, and foster an environment where every voice is heard. Our cross‑functional teams thrive on collaboration, and we celebrate wins together.

Customer‑Centric Mindset: Your day‑to‑day work directly impacts our customers’ success, reinforcing a sense of purpose and fulfillment. We measure our success by the value we deliver to our clients.

Innovation & Agility: We thrive on experimentation, rapid iteration, and data‑backed decision making. Every team member is empowered to propose and test new ideas that accelerate growth.

Well‑Being & Work‑Life Balance: We support mental and physical health through wellness programs, flexible vacation policies, and a culture that respects personal time.

Compensation, Perks & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus or incentive plan aligned with company and individual goals.
• Restricted Stock Units (RSUs) to share in the company’s long‑term success.
• Comprehensive health benefits, including medical, dental, vision, and mental health support.
• Generous paid time off (PTO), paid holidays, and flexible vacation policies.
• Paid parental leave up to six months for new parents.
• Retirement plans with potential employer contributions.
• Learning & Development budget for courses, certifications, and conferences.
• Wellness programs, including gym memberships, mindfulness sessions, and health coaching.
• Compassionate care leave for bereavement and life‑changing events.
• Employee assistance programs and support for work‑life balance.

How to Apply

If you are ready to lead transformative customer value initiatives and drive measurable impact at a global scale, we encourage you to apply today. Join brighthush and help us make the world more agreeable, one agreement at a time. Submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. We look forward to exploring how your expertise can shape the future of customer success at brighthush.