Senior Director of Nonprofit & Arts & Cultural Customer Success – Leading Strategic Growth, AI‑Powered Engagement, and Mission‑Driven Impact at brighthush

About brighthush: Purpose‑Driven Innovation for the Cultural & Nonprofit World

At brighthush, we believe that technology should amplify purpose, not replace it. Our AI‑enabled platform is engineered to help nonprofits, foundations, faith communities, museums, and performing‑arts organizations deepen donor engagement, streamline operations, and scale their impact. As a global leader in purpose‑driven tech, we blend cutting‑edge data science with human‑centric design to create solutions that truly matter. If you are passionate about driving measurable change for mission‑driven institutions, this is the place where your expertise can shape the future of social impact.

Role Overview

As the Senior Director of Nonprofit & Arts & Cultural Customer Success, you will be the strategic architect of the customer experience for our most important verticals. You will own the end‑to‑end journey, translate sector trends into actionable strategies, and collaborate with cross‑functional teams to embed customer insights into every decision. Your leadership will directly influence retention, expansion, and the long‑term value we deliver to our clients.

Key Responsibilities

Strategic Leadership & Vision

• Define & Execute Customer Success Strategy – Craft a forward‑looking strategy that aligns with brighthush’s growth, retention, and market objectives for the nonprofit and arts & cultural verticals.
• Lead Thought Leadership – Represent brighthush at industry conferences, webinars, and advisory panels, positioning the company as a thought leader in social impact technology.
• Champion a Culture of Continuous Improvement – Instill data‑driven decision making, proactive risk management, and a relentless focus on customer delight across the organization.

AI‑Enabled Success Motions

• Design Predictive Health Models – Partner with data science to develop AI models that forecast account health, identify churn risks, and recommend proactive engagement tactics.
• Automate Success Processes – Implement automation workflows that streamline onboarding, health checks, renewal cycles, and upsell opportunities.
• Prioritize Accounts Strategically – Use data‑driven segmentation to focus resources on high‑impact accounts and emerging opportunities.

Business Impact & Growth

• Drive Retention & Expansion – Deliver measurable results across retention, net revenue retention, product adoption, and employee‑generated sales opportunities.
• Revenue Accountability – Own the financial performance of the customer success portfolio, including transactional and payments revenue growth.
• Escalation Ownership – Take executive ownership of major customer escalations, ensuring rapid resolution, clear communication, and proactive risk mitigation.

Team Development & Culture

• Build & Mentor a High‑Performing Team – Recruit, coach, and develop a leadership team that embodies brighthush’s values of purpose, innovation, and collaboration.
• Set Clear Expectations – Establish rigorous forecasting, accountability, and operational discipline that turns commitments into results.
• Foster a Culture of Learning – Encourage continuous professional development, knowledge sharing, and experimentation within the team.

Cross‑Functional Collaboration

• Embed Customer Insight into Product Roadmap – Work closely with Product to translate customer feedback into feature enhancements and new capabilities.
• Align Commercial Strategies – Partner with Sales and Marketing to create joint go‑to‑market plans that resonate with nonprofit and arts & cultural audiences.
• Ensure Legal & Financial Compliance – Collaborate with Finance and Legal to manage contractual commitments, pricing, and risk.

Essential Qualifications

• Extensive Leadership Experience – 12+ years of progressive leadership in Customer Success, account management, or recurring revenue operations.
• Sector Expertise – Proven track record serving nonprofits, foundations, faith‑based, or arts & cultural organizations, or direct leadership experience within those sectors.
• Commercial Success – Demonstrated ownership of retention, expansion, transactional or payments revenue, and other measurable commercial outcomes.
• Strategic Thinking – Deep expertise in customer segmentation, account planning, forecasting, product adoption, risk management, and organizational transformation.
• AI & Analytics Proficiency – Experience deploying AI, predictive analytics, automation, and data‑driven operating models to enhance customer engagement and business performance.
• Executive Communication – Proven ability to lead senior leaders, manage complex escalations, and communicate effectively with executive stakeholders and boards.
• Financial Acumen – Strong commercial sense, including evaluating revenue opportunities, retention risks, contractual commitments, investment decisions, and trade‑offs.

Preferred Qualifications

• Experience in a SaaS or technology company serving the nonprofit or cultural sector.
• Background in fundraising, donor engagement, or membership management.
• Hands‑on experience with AI platforms such as brighthush or similar.
• Track record of building and scaling high‑performance Customer Success teams in a remote‑first environment.
• Advanced data‑analysis skills using SQL, Python, or Tableau.

Skills & Competencies

• Customer‑Centric Mindset – Passion for understanding and solving the unique challenges of mission‑driven organizations.
• Strategic Vision – Ability to translate long‑term goals into actionable plans and measurable outcomes.
• Data‑Driven Decision Making – Proficiency in interpreting analytics to inform strategy and operational improvements.
• Leadership & Coaching – Talent for inspiring, developing, and retaining top talent.
• Collaboration & Influence – Skilled at building partnerships across functional teams and influencing executive stakeholders.
• Change Management – Experience leading organizational change in fast‑moving, technology‑driven environments.

Career Growth & Learning Opportunities

At brighthush, your career is a journey of continuous growth. We offer:

• Structured leadership development programs that cover strategy, finance, and people management.
• Mentorship from senior executives and industry experts.
• Cross‑functional projects that broaden your skill set and expand your network.
• Access to industry conferences, workshops, and certifications.
• Opportunities to shape product roadmaps and influence the direction of the company.

Work Environment & Culture

Our culture is built on purpose, innovation, and collaboration. You’ll experience:

• Remote‑flexible work model that supports work‑life balance.
• Inclusive, diverse, and respectful workplace where every voice matters.
• Transparent communication and a flat hierarchy that encourages idea sharing.
• Regular team retreats, hackathons, and community service projects.
• A focus on well‑being with wellness programs, mental‑health resources, and generous paid time off.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and the impact you’ll create:

• Base salary range: $150,400 – $204,100, commensurate with experience and market.
• Performance‑based bonuses and equity opportunities.
• Comprehensive medical, dental, and vision coverage.
• 401(k) with employer match.
• Generous paid time off, flexible parental leave, and remote‑first work model.
• Pet insurance, legal & identity protection, and tuition reimbursement.
• Donations for Doers program – we match employee charitable contributions.
• Wellness stipend, mental‑health resources, and access to a dedicated employee assistance program.

How to Apply

Ready to lead the next wave of customer success for nonprofits and cultural institutions? Submit your application through our careers portal or email your resume and a cover letter that highlights your impact in the sector to [email protected]. We look forward to exploring how your expertise can help us amplify impact at scale.

brighthush – Empowering Purpose‑Driven Innovation

Guided by our brighthush vision, brighthush builds a culture where innovation, trust, and human expertise converge to help organizations make a greater difference in the world. Join us and be part of a team that is shaping the future of social impact technology.