Senior Director of Technology-Enabled Customer Success – Driving Digital Transformation & Client Engagement in the Real Estate Tech Landscape

About brighthush

At brighthush, we’re redefining the future of real estate by marrying cutting‑edge technology, data‑driven insights, and world‑class advisory services. Our mission is simple: empower every client to make smarter, faster, and more sustainable decisions in a rapidly evolving market. Whether you’re a seasoned real‑estate professional, a tech visionary, or someone eager to pivot into an industry that’s reshaping the world, brighthush offers a platform where your expertise can truly shine.

Why Join brighthush?

We’re not just a company; we’re a movement toward a brighter, more connected real‑estate ecosystem. As a global leader, brighthush blends deep industry knowledge with AI‑powered solutions, enabling our clients to unlock value, reduce risk, and accelerate growth. By joining our team, you’ll:

• Work alongside a diverse group of experts who are passionate about technology, sustainability, and client success.
• Lead initiatives that directly impact millions of dollars in real‑estate transactions and portfolio performance.
• Enjoy a culture that values continuous learning, innovation, and work‑life balance.
• Benefit from a comprehensive rewards package that supports your well‑being and career aspirations.

Position Overview

As the Senior Director of Technology-Enabled Customer Success, you will spearhead the strategy and execution of our customer success programs across the technology portfolio. You will partner with product, engineering, sales, and client teams to ensure that every customer receives maximum value from our solutions, driving adoption, satisfaction, and long‑term loyalty.

Key Responsibilities

• Strategic Leadership: Define and execute a forward‑looking customer success roadmap that aligns with brighthush’s business objectives and the evolving needs of our real‑estate clients.
• Team Management: Build, mentor, and inspire a high‑performing team of Customer Success Managers, Technical Account Managers, and Support Specialists.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating client feedback into product enhancements and service improvements.
• Data‑Driven Insights: Leverage analytics, AI, and customer health metrics to identify churn risks, upsell opportunities, and operational efficiencies.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to create seamless onboarding, training, and enablement programs.
• Performance Management: Establish KPIs, dashboards, and reporting mechanisms to track customer satisfaction (CSAT, NPS), renewal rates, and expansion revenue.
• Process Optimization: Continuously refine customer success workflows, knowledge bases, and automation tools to scale impact.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and client events, positioning the company as a trusted advisor in real‑estate technology.

Essential Qualifications

• Bachelor’s degree in Business, Computer Science, Real Estate, or a related field (MBA preferred).
• 10+ years of progressive experience in customer success, account management, or technical support within a SaaS or technology‑driven environment.
• Proven track record of leading large, cross‑functional teams and delivering measurable business outcomes.
• Deep understanding of real‑estate operations, property management, or investment management is highly desirable.
• Strong analytical mindset with proficiency in data visualization tools (Tableau, Power BI) and CRM platforms (Salesforce, HubSpot).
• Excellent communication skills—able to articulate complex technical concepts to both technical and non‑technical stakeholders.
• Experience managing remote or hybrid teams and delivering results in a distributed work environment.
• Commitment to fostering an inclusive, high‑energy culture that values collaboration and continuous improvement.

Preferred Qualifications

• Experience in AI/ML product adoption and customer enablement.
• Prior exposure to real‑estate technology platforms, such as property analytics, leasing, or asset management solutions.
• Certifications in Customer Success Management (CSM), Project Management (PMP), or Agile (CSM, Scrum Master).
• Fluency in additional languages (Spanish, Mandarin, French) is a plus.
• Demonstrated ability to influence executive leadership and drive strategic initiatives.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data Analysis & Insight Generation
• Change Management & Process Improvement
• Stakeholder Engagement & Influence
• Project & Program Management
• Technical Acumen & SaaS Knowledge
• Team Building & Talent Development
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

• Accelerated path to executive leadership roles within brighthush’s global organization.
• Access to a robust learning platform featuring courses in AI, real‑estate analytics, and leadership development.
• Mentorship from senior executives and industry experts.
• Opportunities to lead cross‑regional initiatives and shape the future of our technology roadmap.
• Participation in innovation labs and hackathons to prototype new customer success tools.

Work Environment & Culture at brighthush

• Fully remote role based in Boston, MA, with flexible working hours to support work‑life balance.
• Collaborative culture that encourages open dialogue, experimentation, and rapid iteration.
• Commitment to diversity, equity, and inclusion—every voice is heard and valued.
• Regular virtual town halls, hack days, and social events to foster community across locations.
• Transparent communication from leadership, with quarterly updates on company performance and strategy.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience, expertise, and the impact you’ll bring to brighthush.

• Base Salary: $90,000 – $115,000 per year, commensurate with qualifications and market conditions.
• Performance Bonus: Annual incentive tied to individual and company performance metrics.
• Equity: Eligible for a grant of company stock options as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, including mental health resources.
• Retirement: 401(k) plan with company match up to 5% of your salary.
• Paid Time Off: Generous PTO, sick leave, and paid holidays.
• Parental Leave: 12 weeks of paid leave at 100% of salary for new parents.
• Early Wage Access: Daily Pay program to access earned wages before payday.
• Professional Development: Annual budget for conferences, certifications, and continuing education.
• Well‑Being Programs: Gym membership stipend, wellness app subscriptions, and employee assistance programs.

Eligibility & Application Process

We are looking for candidates who are authorized to work in the United States without sponsorship. This role is remote, with a preference for candidates located in or near Boston, MA.

To apply, please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Even if you don’t meet every requirement, we encourage you to apply—we’re excited to learn what unique perspectives you bring to brighthush.

Equal Opportunity & Diversity Statement

brighthush is an equal‑opportunity employer committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds, identities, and experiences. If you require a reasonable accommodation during the hiring process, please contact our HR team at [email protected].

Next Steps

Ready to shape the future of real‑estate technology and lead a world‑class customer success organization? Click the link below to submit your application and join the brighthush team.