Senior Global Head of Customer Success & Client Experience – Championing Seamless Onboarding, Vendor Excellence, Digital Portal Innovation, and Client Advocacy at brighthush

Welcome to brighthush – Where Global Impact Meets Human‑Centric Excellence

brighthush is more than a professional‑services firm; it is a movement that empowers businesses to launch, scale, and thrive across continents with confidence, compliance, and a human touch. With a presence in more than 140 countries, we blend deep industry expertise with a culture of transparency, agility, and sustainable growth. Our hybrid partnership‑corporate model invites every employee to become a partner, share in the company’s long‑term success, and shape the future of global professional services.

As the Senior Global Head of Customer Success & Client Experience, you will be the linchpin that turns our promise of seamless, end‑to‑end service into a lived reality for every client. You will own the entire client journey—from post‑sale to steady‑state delivery—while steering a world‑class team, forging strategic vendor relationships, and championing a digital portal that becomes the go‑to hub for our clients.

Why brighthush? The Opportunity That Sets You Apart

• Impact‑oriented work – Your decisions directly influence client success, retention, and advocacy.
• Global reach, local touch – Collaborate with a diverse, international team and serve clients across six continents.
• Transparent profit‑sharing model – Outstanding performers become partners and share in the company’s profits.
• Flexibility & autonomy – Fully remote or hybrid options with a culture that trusts you to deliver results on your own terms.
• Continuous learning – Access to industry‑leading training, certifications, and mentorship programs that keep you ahead of the curve.

Position Overview – Your Strategic Mission

In this pivotal role, you will lead three interconnected pillars that drive client success:

• Client onboarding (post‑sale to go‑live)
• Global partner network management (vendor selection, governance, and performance)
• Client portal onboarding & support

You will partner with product, regional product owners, and site leads, acting as the primary advocate for every client within the delivery organization. Your strategic vision and operational excellence will drive high adoption, retention, and advocacy, ensuring that brighthush remains the trusted partner for businesses worldwide.

Key Responsibilities – The Day‑to‑Day of Impact

Client Onboarding (Post‑Sale to Go‑Live)

• Own end‑to‑end onboarding, ensuring a confident first impression through kick‑off, configuration, data migration, UAT, and cut‑over.
• Set clear timelines, quality metrics, and readiness checkpoints to guarantee a smooth transition to steady‑state delivery.
• Develop scalable playbooks and enablement materials that make onboarding repeatable as the business grows.
• Collaborate with the Onboarding team to refine processes, eliminate bottlenecks, and embed best practices.
• Champion a culture of continuous improvement by capturing lessons learned and iterating on the onboarding journey.

Global Partner Network Management

• Source, select, onboard, and govern a network of delivery vendors (payroll, accounting, EoR, statutory filing, etc.) that support brighthush’s global footprint.
• Define SLAs, quality standards, and commercial terms; hold vendors accountable for client outcomes.
• Conduct recurring service audits, performance reviews, and risk assessments to maintain high standards.
• Ensure coverage and continuity across jurisdictions, aligning vendor capabilities with client needs.
• Drive a vendor partnership culture that aligns with brighthush’s values of transparency, quality, and innovation.

Client Portal Onboarding & Support

• Own the client experience on the digital portal, ensuring users are set up, enabled, and confident.
• Design a portal support playbook that delivers responsive, high‑quality help and a smooth day‑to‑day experience.
• Collect portal usage insights and client feedback; feed these into product and delivery roadmaps for continuous improvement.
• Collaborate with product teams to prioritize portal enhancements that drive adoption and satisfaction.

Client Advocacy & Escalation

• Coordinate escalations across product, global product owners, site leads, and vendors, acting as the client’s single‑threaded advocate.
• Capture and analyze client feedback; translate insights into actionable roadmap items.
• Build a proactive advocacy program that turns satisfied clients into brand ambassadors.

Client Acceptance & Risk

• Partner with Compliance Operations to ensure KYC, AML, and anti‑fraud checks are completed cleanly at contract start.
• Integrate compliance checks seamlessly into the onboarding experience.
• Maintain a risk register that tracks potential compliance and operational risks across the client base.

Team Leadership & Culture Building

• Lead, mentor, and develop Customer Success Managers, Onboarding specialists, and Global Partner Network Managers.
• Build a service‑oriented, commercially aware culture that drives client success.
• Plan capacity across the function and vendor network based on client demand and growth; present hiring and sourcing proposals with a clear business case.
• Champion diversity, equity, and inclusion initiatives within the team.

Key Performance Indicators – Measuring Success

• Onboarding time‑to‑live – Reduce the average time from contract sign‑off to client go‑live.
• Client Net Promoter Score (NPS) – Achieve and maintain a high NPS across all client segments.
• Vendor SLA attainment and delivery quality – Ensure vendors meet or exceed agreed SLAs.
• Portal support responsiveness and customer satisfaction – Deliver first‑response times within industry benchmarks.
• Client retention and expansion metrics – Drive upsell and cross‑sell opportunities.

Essential Qualifications – What You Bring to the Table

• 15+ years of experience in customer success, account management, onboarding, or client‑delivery leadership, ideally in B2B professional‑services, SaaS, BPO, or shared‑services environments.
• Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
• Proven ability to build and nurture executive‑level client relationships with credibility and confidence.
• Track record of delivering clean, scalable go‑lives and program management at scale.
• Experience managing outsourcing and vendor relationships, including selection, governance, and SLA enforcement.
• Working knowledge of KYC/AML and client‑acceptance compliance within onboarding.
• Strong cross‑functional orchestration skills, driving outcomes across product, delivery, vendors, and revenue teams.
• Demonstrated success in leading and developing client‑facing and support teams.
• Excellent communication, presentation, and stakeholder management skills.
• Comfort with AI‑assisted tools and openness to AI literacy as the function evolves.

Preferred Qualifications – The Extra Edge

• Experience establishing or scaling a customer‑success, onboarding, or vendor‑management function.
• Experience running a client‑portal or digital customer‑support function.
• Familiarity with customer‑success tooling and CRM platforms.
• Additional language proficiency is a plus.
• Experience in a high‑growth, fast‑moving startup or scale‑up environment.

Skills & Competencies – The DNA of Success

• Strategic thinking with a data‑driven mindset.
• Exceptional project management and organizational skills.
• Strong analytical and problem‑solving abilities.
• High emotional intelligence and empathy for clients and team members.
• Adaptability to fast‑changing environments and complex global operations.
• Proficiency in leveraging technology to streamline processes and enhance client experience.
• Leadership presence that inspires confidence and drives results.
• Commitment to continuous learning and personal development.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, your career trajectory is defined by impact, not titles. As Senior Global Head of Customer Success, you will:

• Shape the strategic direction of the customer‑success organization and influence company‑wide initiatives.
• Mentor and develop high‑potential leaders, creating a pipeline of future executives.
• Collaborate with senior leadership on product, go‑to‑market, and global expansion strategies.
• Participate in industry conferences, thought‑leadership forums, and professional certifications.
• Benefit from a structured learning program that includes leadership coaching, technical training, and cross‑functional exposure.
• Own a portfolio of high‑impact projects that accelerate your professional growth.

Work Environment & Culture Highlights – Where You Thrive

• Fully remote or hybrid work model with flexible hours.
• Transparent, profit‑sharing partnership structure that rewards performance.
• Inclusive, diverse, and collaborative culture that values every voice.
• Regular town‑hall meetings, open Q&A sessions, and transparent financial reporting.
• Access to cutting‑edge tools, AI‑powered analytics, and a culture of continuous improvement.
• Community‑building initiatives that foster connection across geographies.

Compensation & Perks – Rewarding Your Excellence

While specific figures are tailored to experience and market conditions, brighthush offers:

• Competitive base salary aligned with industry benchmarks.
• Performance‑based bonuses tied to client success metrics.
• Profit‑sharing opportunities for partners.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, parental leave, and wellness programs.
• Unlimited learning budget and access to industry‑leading training platforms.
• Equity‑free partnership model that focuses on long‑term value creation.
• Flexible work arrangements and a supportive remote‑first culture.

How to Apply – Join the brighthush Journey

Ready to lead the next wave of client success at brighthush? Submit your application through our career portal and join a team that values impact, innovation, and sustainable growth.

Apply now and help shape the future of global professional services at brighthush.