Senior Global Customer Success Field Operations Director – AI‑Powered Spend Management, Revenue Growth, Operational Excellence, and Worldwide Customer Advocacy Champion at brighthush

About brighthush – Pioneering the Future of Spend Management

brighthush is more than a software provider; we are a catalyst for transformation in the procurement world. By harnessing the power of artificial intelligence and advanced analytics, we turn raw spend data into actionable insights that help enterprises streamline purchasing, reduce costs, and unlock hidden value across their entire supply chain. With a presence that spans North America, EMEA, and APAC, we empower our customers to turn spend management from a cost center into a strategic engine for growth, innovation, and competitive advantage. If you are passionate about data, customer success, and leading high‑impact teams, this role offers a unique opportunity to shape the future of procurement at a global scale.

Why This Role Is a Game‑Changer

In today’s hyper‑competitive market, the customer experience is the ultimate differentiator. The Senior Global Customer Success Field Operations Director is the linchpin that turns strategy into execution. You will bridge the gap between our field teams and the data that fuels them, creating a seamless ecosystem that drives revenue, reduces churn, and amplifies customer advocacy. Your leadership will ensure every touchpoint—from onboarding to renewal—delivers maximum value and reinforces brighthush’s position as the industry leader in AI‑powered spend management.

Key Responsibilities

• Strategic Leadership – Define, launch, and iterate a comprehensive field operations strategy that aligns with brighthush’s revenue and growth objectives. Translate high‑level goals into actionable plans that are measurable, scalable, and future‑proof.
• Team Building & Development – Recruit, mentor, and scale a high‑performance field operations team across North America, EMEA, and APAC. Foster a culture of continuous learning, high accountability, and cross‑functional collaboration.
• Process Optimization – Design, implement, and continuously refine end‑to‑end field operations workflows. Use lean principles and automation to maximize efficiency, reduce cycle times, and elevate customer satisfaction.
• Data‑Driven Decision Making – Leverage AI‑generated insights to forecast demand, identify upsell opportunities, and proactively address churn risks. Turn data into actionable strategy that drives measurable outcomes.
• Cross‑Functional Collaboration – Partner with Sales, Product, Marketing, and Customer Success to ensure a unified customer journey from onboarding to renewal. Create a single source of truth for all stakeholders.
• Performance Metrics & Reporting – Establish KPIs, dashboards, and reporting mechanisms that track field operations performance and ROI. Provide transparent insights to executive leadership.
• Customer Advocacy – Champion the voice of the customer within the organization. Translate feedback into product enhancements and service improvements that drive loyalty.
• Compliance & Risk Management – Ensure all field operations adhere to regulatory standards, data privacy laws, and internal governance policies. Safeguard the company’s reputation and maintain trust.
• Innovation & Thought Leadership – Stay ahead of industry trends, emerging technologies, and best practices. Position brighthush at the forefront of spend management innovation.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field (MBA preferred). A strong academic foundation combined with real‑world experience is essential.
• 10+ years of progressive leadership experience in customer success, field operations, or account management within SaaS or enterprise software, with a proven ability to scale global teams.
• Demonstrated track record of driving revenue growth in a high‑growth environment, including experience with upsell, cross‑sell, and renewal strategies.
• Deep understanding of AI, data analytics, and their application to procurement and spend management. Ability to translate complex concepts into actionable business outcomes.
• Exceptional communication, negotiation, and stakeholder management skills. Capable of influencing executives, partners, and frontline teams.
• Strong analytical mindset with the ability to translate complex data into clear, actionable strategies that drive measurable results.
• Experience with CRM, CSAT, NPS, and other customer success metrics. Proven ability to use these tools to improve customer health scores.
• Fluency in English; additional languages (e.g., Spanish, French, Mandarin) are a plus and can enhance global collaboration.

Preferred Qualifications

• Experience in the procurement, supply chain, or finance technology sectors, with a deep understanding of the challenges and opportunities in these domains.
• Background in implementing AI‑driven solutions at scale, including predictive analytics, machine learning models, and data pipelines.
• Knowledge of global compliance frameworks such as GDPR, CCPA, and ISO 27001, ensuring field operations remain compliant across all regions.
• Prior experience in a senior leadership role within a rapidly scaling startup, demonstrating agility and the ability to thrive in a fast‑moving environment.
• Strong network within the procurement and supply chain community, enabling you to stay ahead of industry trends and build strategic partnerships.

Core Competencies & Skills

• Strategic Vision – Ability to see the big picture while managing day‑to‑day operations, ensuring alignment with long‑term goals.
• Leadership & Influence – Inspire teams across cultures and geographies, fostering a collaborative and high‑performing environment.
• Data Fluency – Comfortable working with large datasets, dashboards, and predictive analytics to drive decision making.
• Customer‑Centric Mindset – Deep empathy for client challenges and a passion for delivering value that exceeds expectations.
• Change Management – Lead organizational change with minimal disruption, ensuring smooth transitions and adoption.
• Financial Acumen – Understand P&L, budgeting, and cost‑optimization strategies, translating financial goals into operational actions.
• Project Management – Deliver complex initiatives on time and within scope, balancing competing priorities and resources.

Career Growth & Development Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As Senior Global Customer Success Field Operations Director, you’ll have the opportunity to:

• Shape the future of field operations and customer success at a global scale, influencing the direction of the entire organization.
• Collaborate with executive leadership on strategic initiatives, gaining exposure to high‑level decision making.
• Lead cross‑functional teams that influence product development and go‑to‑market strategies, ensuring that customer insights drive innovation.
• Access continuous learning programs, industry conferences, and leadership coaching, fostering personal and professional growth.
• Progress to senior executive roles such as Chief Customer Officer, Head of Global Operations, or other C‑suite positions, as you demonstrate impact and leadership.

Work Environment & Culture

brighthush thrives on a culture of curiosity, collaboration, and bold experimentation. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our remote‑first model empowers you to work from anywhere while staying connected through regular virtual town halls, hackathons, and team‑building retreats. We value work‑life balance, provide flexible schedules, and support a healthy, inclusive workplace where every voice is heard.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards and your experience.
• Performance‑based bonuses tied to revenue, customer satisfaction, and operational excellence.
• Equity options to share in the company’s long‑term success and align your interests with the organization’s growth.
• Comprehensive health, dental, and vision plans covering you and your family.
• Generous paid time off, parental leave, and flexible working arrangements to support personal and professional commitments.
• Professional development stipend and access to industry certifications, ensuring you stay at the forefront of your field.
• Wellness programs, including virtual fitness classes, mental health resources, and mindfulness sessions to promote holistic well‑being.

How to Apply

Ready to lead the charge in redefining customer success for the next generation of spend‑management solutions? Submit your resume and a cover letter that highlights your experience in scaling field operations, driving revenue, and championing customer advocacy. We’re excited to explore how your vision and expertise can help brighthush continue to set the standard for AI‑powered procurement excellence.