Senior Director of Global Nonprofit & Arts & Cultural Customer Success – Championing Strategic Mission‑Driven Experience & AI‑Powered Engagement at brighthush

About brighthush

brighthush is a pioneering cloud‑based technology partner that empowers nonprofits, arts organizations, and cultural institutions to amplify their impact. By delivering intelligent, data‑driven solutions, we help mission‑driven leaders focus on what matters most: creating lasting social change. Our culture is built on purpose, collaboration, and continuous learning, and we are committed to fostering an inclusive environment where every voice is heard.

Why This Role Matters

As the Senior Director of Global Nonprofit & Arts & Cultural Customer Success, you will be the linchpin that connects our cutting‑edge platform with the organizations that rely on it to transform communities. Your strategic vision 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: Lead a global team of Customer Success Managers, setting a clear vision, goals, and 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: Serve as the primary customer advocate in executive meetings, translating customer feedback into actionable insights for product roadmap and service enhancements.
• Cross‑Functional Collaboration: Work closely with Sales, Marketing, Product, and Finance to ensure a seamless customer experience from onboarding through renewal.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and community events, positioning the company as a trusted partner for nonprofits and cultural institutions.
• Process Optimization: Continuously refine customer success processes, tools, and documentation to improve efficiency, scalability, and quality of service.
• Team Development: Mentor and coach a diverse team of Customer Success Managers, fostering a culture of high performance, accountability, and professional growth.

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, we believe that 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.

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.

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.