Senior Director, Strategic Customer Success & Growth – Leading Enterprise Partnerships at brighthush

About brighthush

brighthush is a global leader in customer communications, empowering businesses to connect with their customers through a unified, AI‑infused platform that spans mobile messaging, voice, email, and more. With a portfolio that serves over 200,000 enterprises—including industry giants and fast‑moving startups alike—brighthush is redefining how companies engage, retain, and grow their customer relationships. Our mission is simple yet ambitious: to make every customer interaction seamless, secure, and impactful. At brighthush, we blend cutting‑edge technology with a culture of innovation, collaboration, and relentless customer focus.

Role Overview

As the Senior Director of Strategic Customer Success, you will be the steward of brighthush’s most valuable accounts. You will lead a high‑performing team of Customer Success Directors and Strategic Customer Success Managers (CSMs), driving net revenue retention, expansion, and advocacy across a portfolio of enterprise and strategic customers. Your influence will shape the customer journey from onboarding to renewal, ensuring that every interaction delivers measurable business value and positions brighthush as a trusted partner.

Key Responsibilities

• Leadership & Team Development – Build, mentor, and scale a world‑class team of Customer Success Directors and Strategic CSMs. Foster a culture of accountability, continuous learning, and high performance.
• Strategic Account Planning – Own the creation and execution of multi‑year account plans that align brighthush’s solutions with each customer’s business objectives. Define success metrics, executive sponsorships, and growth pathways.
• Executive Relationship Management – Serve as the primary executive sponsor for strategic accounts, cultivating trust with C‑level stakeholders and senior leaders. Act as the senior escalation point for high‑impact issues.
• Lifecycle Management – Deploy a high‑touch lifecycle model covering onboarding, adoption, value realization, advocacy, renewal, and expansion. Tailor playbooks for complex, multi‑product, multi‑region customers.
• Revenue Growth & Retention – Own net revenue retention targets for the Strategic Accounts portfolio. Drive expansion, upsell, and cross‑sell opportunities through data‑driven insights and collaborative planning with Sales.
• Contract & Commercial Strategy – Shape deal strategy, negotiate contract renewals, and lead commercial expansion discussions, including usage‑based and consumption‑based revenue models.
• Customer Advocacy & Voice of the Customer – Translate strategic customer insights into product roadmap priorities and marketing initiatives. Build advocacy programs that elevate NPS, referenceability, and brand championing.
• Operational Excellence – Standardize KPIs, tooling, and dashboards for the Strategic Accounts team. Ensure forecast accuracy, visibility, and accountability across the organization.
• Cross‑Functional Collaboration – Partner with Sales, Product, Support, Marketing, Finance, and Executive Leadership to deliver a unified, exceptional customer experience.
• Change Management & Continuous Improvement – Lead change initiatives that enhance processes, tools, and customer outcomes. Champion a culture of experimentation and data‑backed decision making.

Essential Qualifications

• 10+ years of senior leadership experience in Customer Success, Account Management, or Strategic Account Management within a high‑growth technology or SaaS environment.
• Proven track record of delivering net revenue retention (NRR), retention, and expansion results across a portfolio of large enterprise or strategic accounts.
• Deep experience building and managing executive‑level relationships, including C‑level engagement and complex escalation management.
• Strategic planning and execution expertise, with a history of multi‑year account planning across global segments and verticals.
• Strong commercial acumen and experience partnering with Sales on renewals, expansion, and contract negotiations.
• Demonstrated ability to lead and scale teams of managers and individual contributors, with a focus on coaching, talent development, and succession planning.
• Proficiency in Customer Success and CRM platforms, reporting, automation, and data analytics tools.
• Outstanding executive presence, storytelling ability, and customer advocacy experience.
• Track record of leading change management and organizational improvement initiatives.
• Bachelor’s degree required; MBA or equivalent preferred.

Preferred Qualifications

• Experience in CPaaS, communications, SaaS, or usage‑based business models.
• Background in building and scaling high‑performance Customer Success organizations in a global, distributed environment.
• Knowledge of AI‑driven customer engagement technologies and how they can be leveraged to create differentiated value.
• Experience with data‑driven customer health scoring and predictive analytics.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Executive Stakeholder Management & Influence
• Data‑Driven Decision Making & Analytical Rigor
• Change Management Apply for this job