Senior Director of Technology Customer Success – Driving Digital Transformation & Client Engagement at brighthush

About brighthush

At brighthush, we are redefining the future of real estate by blending world‑class advisory services with cutting‑edge technology. Our mission is simple yet ambitious: to create a brighter, more sustainable world through smarter, data‑driven decisions that empower our clients, partners, and communities. As a global leader in real estate solutions, brighthush is committed to fostering an inclusive culture where talent thrives, ideas flourish, and careers take flight.

Why Join brighthush?

When you step into the role of Senior Director of Technology Customer Success, you become a pivotal catalyst for change. You’ll partner with cross‑functional teams, influence product strategy, and shape the customer journey across our portfolio of digital platforms. In a world where technology is the linchpin of competitive advantage, your expertise will directly impact how our clients unlock value, streamline operations, and achieve sustainable growth.

Key Responsibilities

• Strategic Leadership: Lead the Technology Customer Success function, setting vision, goals, and KPIs that align with brighthush’s broader business objectives.
• Customer Advocacy: Serve as the voice of the customer, translating client feedback into actionable insights that drive product enhancements and service improvements.
• Team Development: Build, mentor, and inspire a high‑performing team of Customer Success Managers, Technical Account Managers, and Support Engineers.
• Lifecycle Management: Oversee the end‑to‑end customer lifecycle—from onboarding and adoption to renewal and expansion—ensuring a seamless, value‑driven experience.
• Data‑Driven Decision Making: Leverage analytics, usage metrics, and AI‑powered insights to forecast trends, identify risks, and recommend proactive interventions.
• Collaboration with Product & Engineering: Partner with product leaders to prioritize feature requests, roadmap items, and technical debt based on customer impact.
• Financial Stewardship: Manage the budget for the Technology Customer Success team, optimizing resource allocation and cost efficiency.
• Thought Leadership: Represent brighthush at industry events, webinars, and client forums, positioning the company as a trusted advisor in technology‑enabled real estate.
• Process Optimization: Continuously refine processes, tools, and workflows to enhance team productivity, customer satisfaction, and scalability.
• Compliance & Risk Management: Ensure all customer interactions adhere to regulatory standards, data privacy laws, and internal security protocols.

Essential Qualifications

• Minimum 10 years of progressive experience in technology customer success, account management, or related roles within the real estate or proptech sector.
• Proven track record of leading high‑impact teams and driving measurable improvements in customer satisfaction, NPS, and retention.
• Deep understanding of enterprise SaaS platforms, cloud architectures, and data analytics tools.
• Strong business acumen with the ability to translate technical concepts into strategic business outcomes.
• Exceptional communication and presentation skills, capable of engaging C‑suite executives, stakeholders, and cross‑functional teams.
• Experience with AI/ML solutions for customer insights, automation, and predictive analytics is highly desirable.
• Demonstrated ability to manage budgets, forecast revenue, and optimize operational efficiency.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field; MBA or advanced degree preferred.
• U.S. citizenship or permanent residency—no visa sponsorship available.

Preferred Qualifications

• Experience in a global, multi‑site organization with complex regulatory environments.
• Prior exposure to real estate investment management, property technology, or sustainability initiatives.
• Certified Customer Success Manager (CCSM) or similar professional certification.
• Fluency in data visualization tools such as Tableau, Power BI, or Looker.
• Background in change management and organizational development.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and building long‑term relationships.
• Analytical Rigor: Proficiency in data analysis, KPI tracking, and performance measurement.
• Leadership & Coaching: Talent for developing people, fostering collaboration, and driving accountability.
• Technical Fluency: Comfortable navigating complex technology stacks and translating technical details to non‑technical audiences.
• Change Agility: Adaptability to evolving market dynamics, customer needs, and internal priorities.
• Communication Excellence: Clear, concise, and persuasive communication across all levels.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Director, you’ll have the chance to:

• Shape the strategic direction of our technology portfolio and influence product roadmaps.
• Lead cross‑functional initiatives that span product, engineering, sales, and operations.
• Mentor emerging leaders and cultivate a culture of continuous learning.
• Participate in executive leadership forums and contribute to company‑wide strategy.
• Access to a robust learning ecosystem—online courses, certifications, and industry conferences—supported by a dedicated budget.

Work Environment & Culture at brighthush

We believe that a vibrant, inclusive workplace fuels innovation. Our culture is built on:

• Collaboration: Open communication channels, cross‑team hackathons, and shared knowledge bases.
• Flexibility: Remote work options with a focus on results, not hours.
• Diversity & Inclusion: A commitment to creating a workforce that reflects the communities we serve.
• Well‑Being: Programs that support mental, physical, and emotional health.
• Recognition: Regular shout‑outs, awards, and career milestone celebrations.

Compensation & Benefits

Competitive base salary ranging from $90,000 to $115,000 annually, commensurate with experience and performance. In addition to the base, you’ll receive:

• 401(k) plan with company match.
• Comprehensive medical, dental, and vision coverage.
• Paid parental leave at 100% of salary.
• Paid time off (PTO) and company holidays.
• Early access to earned wages through Daily Pay.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.
• Annual performance bonus potential.

How to Apply

We’re excited to learn about the unique perspective you bring. Even if you don’t meet every requirement, we encourage you to apply—your experience and passion could be the missing piece we’re looking for.

Ready to shape the future of technology‑enabled real estate? Click the link below to submit your application and join brighthush’s journey toward a brighter tomorrow.