Senior Global Customer Success & Support Leader – AI‑Powered Retention & Expansion Strategist Driving Worldwide Growth, Innovation, and Customer Loyalty at brighthush

About brighthush

brighthush is at the forefront of redefining IT operations for the modern enterprise. By seamlessly integrating identity, device, and access management into a single, AI‑driven platform, we empower organizations to secure and streamline every facet of their workforce—whether that workforce is human or autonomous AI agents. Our mission is simple yet ambitious: help companies manage risk, scale security, and unlock the full potential of their people and technology, all while delivering measurable business outcomes that matter.

Why brighthush?

At brighthush, we believe the future of work is built on three foundational pillars that guide every decision, product, and partnership:

• Customer‑Centric Innovation: Every feature, policy, and AI model is designed with the end‑user in mind, ensuring our solutions deliver tangible value from day one.
• Data‑Driven Excellence: We harness the power of data to drive decisions, optimize processes, and predict outcomes, turning insights into action.
• Impact‑Focused Collaboration: Cross‑functional teams—engineering, product, sales, and support—work in harmony to deliver measurable business value and accelerate growth.

If you thrive on solving complex technical challenges, driving tangible business outcomes, and leading high‑performing teams, brighthush offers the platform, the people, and the purpose to make a lasting difference.

Position Overview

We are seeking a visionary Senior Global Customer Success & Support Leader to own the entire post‑sale journey for our worldwide technical support, professional services, and revenue‑oriented success teams. In this role, you will lead a global footprint of 100+ professionals across the United States, India, the United Kingdom, Mexico, and Brazil. Your mandate is to transform customer interactions into a data‑driven engine that eliminates churn, accelerates expansion, and delivers an uncompromising standard of excellence. You will embed an AI‑first operational model, leveraging automation and machine learning to streamline workflows and elevate team efficiency.

Key Responsibilities

• Architect the Customer Success Engine: Refine and scale the Customer Success, Global Technical Support, and Account Management teams to meet growth objectives, ensuring each function operates with clarity, purpose, and measurable impact.
• AI‑First Transformation: Lead the transition to an AI‑first operational model, identifying opportunities to automate ticket resolution, personalize engagement, and reduce manual effort across all support channels.
• Operational Excellence: Design and implement people, process, and technology frameworks that enable efficient scaling without inflating headcount, while maintaining a culture of continuous improvement.
• Segment‑Specific Onboarding: Customize onboarding motions for SMB, Commercial, and Enterprise segments to ensure a technical “win” from day one and set the stage for long‑term partnership.
• Revenue‑Oriented Expansion: Drive expansion initiatives by focusing on trust, experience, and upsell opportunities across all customer segments, turning support interactions into revenue catalysts.
• Data‑Centric Retention: Own the end‑to‑end post‑sale experience, using predictive analytics to mitigate churn risks before they materialize and turning data into actionable insights.
• Global Metrics Leadership: Own global NPS, CSAT, and Net Retention Rate (NRR) metrics, treating them as scientific benchmarks for continuous improvement and aligning them with company goals.
• Product Advocacy: Act as the bridge between customers and engineering/product teams, translating complex pain points into actionable roadmap items that drive product evolution.
• High‑Performance Leadership: Manage five direct reports and a 100+ person global team, fostering a culture of accountability, empathy, and excellence that empowers individuals to thrive.
• Executive Communication: Present operational updates, strategy, and performance to the Executive Team and Board of Directors with clear metrics and logical depth, ensuring alignment across the organization.

Essential Qualifications

• Proven Scale Experience: Demonstrated success leading Technical Support, Account Management, and Customer Success teams across SMB, Commercial, and Enterprise segments in a fast‑growing SaaS environment.
• Global Leadership: Experience managing distributed teams across multiple time zones (India, North America, Latin America, and EMEA), with a track record of building cohesive, high‑performing cultures.
• Analytical Rigor: Mastery of data‑driven capacity planning, health scoring, and operational efficiency metrics that drive decision‑making and resource allocation.
• Data Trail Builder: Track record of strengthening data pipelines to understand churn, CSAT, and KPI performance at a granular level, enabling proactive interventions.
• Travel Flexibility: Willingness to travel approximately 30% of the time for customer visits, leadership meetings, and global events, ensuring on‑ground presence and relationship building.

Preferred Qualifications

• Experience with AI‑driven customer success platforms or similar technology stacks.
• Background in building and scaling high‑velocity support operations in a global SaaS company.
• Strong product sense with a history of influencing product roadmaps through customer insights.
• Experience in designing and implementing AI or machine‑learning solutions to automate support workflows.
• Track record of building inclusive, high‑performance cultures across diverse geographies.

Skills & Competencies

• Strategic Vision & Execution
• Data‑Driven Decision Making
• Customer‑Obsessed Leadership
• AI & Automation Fluency
• Cross‑Functional Collaboration
• Change Management & Transformation
• Financial Acumen & Budget Management
• Talent Development & Coaching
• Global Mindset & Cultural Sensitivity
• Excellent Communication & Presentation Skills

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. You will:

• Lead cross‑functional initiatives that shape the future of IT operations and influence industry standards.
• Collaborate with senior executives and the board, gaining exposure to strategic decision‑making and corporate governance.
• Participate in global leadership development programs, industry conferences, and thought‑leadership panels.
• Own a portfolio of high‑impact projects that directly influence revenue, customer satisfaction, and market positioning.
• Benefit from continuous learning resources, including AI and data science workshops, product training, and executive coaching.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and innovation. Our culture is built on:

• Human Connection: We celebrate diversity and foster inclusive relationships across all backgrounds, ensuring every voice is heard.
• Transparent communication and open feedback loops that empower employees to speak up and drive change.
• Empowerment to experiment, fail fast, and iterate—our product and support teams thrive on rapid iteration and learning.
• Commitment to work‑life balance and mental well‑being, with flexible schedules, wellness programs, and mental health resources.
• Community engagement through volunteer programs and tech‑for‑good initiatives that give back to the communities we serve.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with seniority and market benchmarks.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity or stock‑option plans to align long‑term value creation.
• Comprehensive health, dental, and vision insurance for you and your family.
• Generous paid time off, parental leave, and flexible work arrangements to support personal and professional life.
• Professional development budget and tuition reimbursement for continuous learning.
• Wellness programs, mental health support, and employee assistance resources.
• Annual company retreats and team‑building events that strengthen collaboration and camaraderie.

How to Apply

Ready to lead the next generation of customer success at brighthush? Submit your résumé and a brief cover letter explaining why you are the ideal fit for this role. Please note that brighthush does not accept third‑party resumes.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

Scam Notice

brighthush will never request personal financial information, credit card details, or bank account numbers during the recruitment process. All official communication will come from our verified email domain (@brighthush.com). If you receive any suspicious messages claiming to represent brighthush, please do not share personal data and report the incident immediately.

Join brighthush Today

We are excited to welcome a visionary leader who can turn data into action, automate the routine, and elevate the customer experience to new heights. If you thrive in a fast‑paced, technology‑driven environment and are ready to shape the future of IT operations, we want to hear from you.