Senior Regional Customer Success Leader – North America – Championing Customer Experience Excellence, Service Delivery Innovation, and Strategic Growth at brighthush

Welcome to brighthush – Where Innovation Meets Impact

brighthush is a global technology pioneer that is redefining how people move, connect, and protect themselves. With a diversified portfolio that spans brighthush Transportation Systems (CTS) and brighthush Defense (CD), we deliver cutting‑edge solutions that simplify everyday journeys, enhance mission readiness, and safeguard critical infrastructure. Our teams collaborate across continents, with customers, partners, and regulators, to solve complex, high‑impact challenges through relentless innovation, data‑driven insights, and an unwavering commitment to service excellence.

At brighthush, technology is most powerful when it is human‑centric. This philosophy fuels our dedication to creating a workplace where diverse perspectives thrive, continuous learning is embedded, and every employee feels empowered to make a difference. If you are passionate about customer success, thrive in a fast‑paced, matrixed environment, and want to shape the future of transportation and defense technology, brighthush invites you to join our mission.

Position Overview

The Senior Regional Customer Success Leader – North America is a senior, customer‑facing leadership role that oversees the entire spectrum of global services within the North American region. This role is responsible for end‑to‑end accountability for customer outcomes across four distinct Lines of Service: Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services. The incumbent will manage both active deployment programs and steady‑state service operations, ensuring that every engagement reflects brighthush’s high standards for quality, reliability, and customer satisfaction.

Operating in a matrixed organization, the Senior Regional Leader will coordinate dotted‑line relationships with Service Delivery Managers (SDMs), Technical Account Managers, Business Analysts, and Release Management & Planning resources. While SDMs retain program‑level accountability, the Senior Regional Leader provides the regional leadership layer that drives consistency, escalation resolution, and continuous improvement across the portfolio.

This position reports directly to the Senior Director, Customer Success and serves as the primary escalation and leadership interface between the regional program portfolio and the Global Services executive team.

Key Responsibilities

1. Regional Customer Success Leadership

• Act as the senior customer success leader for North America, setting the tone for a customer‑first culture across all Lines of Service.
• Define and enforce brighthush’s global service delivery standards, ensuring that every program in the region consistently meets or exceeds expectations.
• Champion cross‑functional collaboration, aligning SDMs, Technical Account Managers, and Release Management teams around shared goals and metrics.
• Serve as the visible face of brighthush’s commitment to customer excellence, representing the company at industry events, customer forums, and executive meetings.

2. Deployment & Program Delivery Oversight

• Lead the coordination of all Lines of Service during active deployment phases, including program change, BAU change, security change, and maintenance activities.
• Ensure readiness across Contact Center, Technology & Service Operations, Field Services, and Financial Services before major go‑lives and change events.
• Embed SDMs within each deployment program, providing proactive, high‑quality engagement throughout the lifecycle.
• Drive post‑deployment reviews, capturing lessons learned and translating them into process improvements.

3. Service Operations & BAU Performance

• Maintain regional oversight of SLA and KPI compliance across all programs, ensuring consistent delivery of response and resolution targets.
• Drive incident management, ticket resolution, and escalation handling, fostering a culture of operational discipline.
• Provide consolidated performance visibility to the Senior Director, Customer Success, including risk flags, trend analysis, and improvement initiatives.
• Implement proactive monitoring dashboards that surface potential service degradation before it impacts customers.

4. Escalation Ownership & Management

• Own regional escalation management, ensuring timely resolution of high‑severity incidents and complex service failures.
• Act as the primary escalation point for SDMs, coordinating cross‑functional responses across technical, operational, and service teams.
• Engage customers directly on critical incidents, ensuring transparent communication and rapid resolution.
• Document root‑cause analysis and corrective actions, providing structured updates to leadership and reducing the escalation burden on senior executives.

5. Cross‑Line‑of‑Service Coordination

• Facilitate seamless integration of service delivery across all four Lines of Service, preventing gaps and ensuring consistent customer outcomes.
• Resolve cross‑functional dependencies and manage handoffs, maintaining a unified view of program health.
• Engage with leadership across Contact Center, Technology & Service Operations, Field Services, and Financial Services on an ongoing basis.
• Champion a unified service model that aligns with brighthush’s global strategy and local market nuances.

6. SDM Performance & Capability

• Provide coaching, direction, and performance oversight to SDMs, ensuring they adopt best practices in governance, engagement, and escalation handling.
• Monitor SDM performance against regional standards, intervening where gaps are identified and driving continuous improvement.
• Lead capability development initiatives, reinforcing consistent application of brighthush’s global services frameworks.
• Facilitate peer‑to‑peer learning circles that accelerate knowledge sharing across the region.

7. Matrix Resource Coordination

• Coordinate the activities of dotted‑line resources, including SDMs, Business Analysts, Release Management & Planning functions, and Technical Account Managers.
• Prioritize resources effectively, ensuring alignment with common standards and contribution to regional customer outcomes.
• Navigate the matrix structure to remove blockers and align effort across functions.
• Advocate for resource allocation that supports both short‑term operational needs and long‑term strategic initiatives.

8. Standardization & Continuous Improvement

• Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs.
• Identify best practices from individual programs and drive replication across the regional portfolio.
• Champion continuous improvement at both program and regional service model levels.
• Champion a culture of experimentation, encouraging teams to test new ideas that enhance customer experience.

Key Performance Metrics

• Escalation Resolution Time – Time to resolve high‑severity incidents from escalation to closure, tracked per priority tier.
• Client Satisfaction (CSAT / NPS) – Aggregated customer satisfaction and net promoter scores across all programs.
• SLA & KPI Compliance Rate – Percentage availability, response within SLA, resolution times, and abatements across all Lines of Service.
• Incident Resolution Effectiveness – Reduction in repeat incidents and mean time to resolution versus baseline.
• Unclosed Ticket Volume – Count of open and aged tickets across Contact Center, Technology & Service Operations, and Field Services per program.
• Revenue Impact – Ability to maintain or grow margin contribution through efficient cost‑to‑serve management.

Essential Qualifications & Experience

• Bachelor’s degree in Business, Engineering, Information Technology, or a related discipline.
• 12+ years of experience in service delivery, managed services, or mission‑critical operations.
• Demonstrated experience managing complex, multi‑program service portfolios in a matrixed environment.
• Proven track record of owning senior customer escalations and driving resolution across cross‑functional teams.
• Strong ITIL‑based service management expertise with practical application in live operational environments.
• Solid financial and commercial acumen, including cost‑to‑serve awareness and margin contribution understanding.
• Experience in transit, transportation systems, fare payments, or regulated technology environments.
• Demonstrated ability to lead and influence without direct authority across dotted‑line and matrix reporting structures.
• Experience leading global or multi‑region services in a matrixed organization.
• Exposure to PCI DSS, ISO 27001, or similar compliance and security frameworks.
• Exceptional communication skills, with the ability to translate technical details into business‑friendly language.
• Strong analytical mindset, comfortable using data to drive decisions and measure impact.
• Leadership style that balances strategic vision with hands‑on execution.

Preferred Qualifications & Additional Skills

• Advanced degree (MBA, MS, or PhD) in a relevant field.
• Experience with global customer success frameworks such as Customer Success Manager (CSM) or Customer Experience (CX) programs.
• Proficiency in data analytics tools (e.g., Tableau, Power BI) and service management platforms (e.g., ServiceNow, Jira).
• Background in leading digital transformation initiatives within large, complex organizations.
• Fluency in additional languages relevant to the North American market (e.g., Spanish, French).

Skills & Competencies for Success

• Strategic Thinking – Ability to develop long‑term vision for customer success while aligning with business objectives.
• Operational Excellence – Deep understanding of service delivery processes, continuous improvement, and quality assurance.
• Stakeholder Management – Proven skill in building trust with executive leaders, customers, and cross‑functional teams.
• Change Leadership – Experience driving adoption of new processes, tools, and cultural shifts.
• Data‑Driven Decision Making – Strong analytical skills to interpret metrics, identify trends, and recommend actions.
• Communication & Influence – Exceptional verbal and written communication, with the ability to inspire and persuade diverse audiences.
• Resilience & Adaptability – Capacity to thrive in a fast‑paced, evolving environment while maintaining focus on outcomes.
• Mentorship & Coaching – Commitment to developing talent and fostering a high‑performance culture.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the value you bring to our customers. As Senior Regional Leader, you will:

• Lead a high‑impact team that spans multiple disciplines, giving you exposure to all facets of customer success.
• Participate in executive‑level strategy sessions, shaping the future direction of our North American services.
• Access a robust learning ecosystem, including leadership development programs, technical certifications, and industry conferences.
• Move laterally across Lines of Service or regions, building a versatile skill set that positions you for global leadership roles.
• Contribute to brighthush’s innovation pipeline, turning customer insights into new product features and service enhancements.

Work Environment & Company Culture

brighthush fosters a culture of curiosity, collaboration, and continuous improvement. Our employees enjoy:

• Cross‑functional mentorship programs that pair senior leaders with emerging talent.
• Regular learning sessions, hackathons, and innovation challenges that keep skills sharp and ideas fresh.
• Clear career pathways that allow movement across Lines of Service, regions, and functional areas.
• A commitment to diversity, equity, and inclusion, with initiatives that celebrate and empower every voice.
• Community engagement opportunities, including volunteer days and partnerships with local nonprofits.
• Access to cutting‑edge technology and tools that empower teams to deliver world‑class service.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

brighthush offers a competitive total rewards package that reflects the cost of labor across multiple U.S. geographic markets. The base salary for this role ranges from $190,000 to $210,000, depending on location, experience, and market conditions. In addition to a robust base, the compensation package includes:

• Performance‑based bonuses tied to regional and individual metrics.
• Equity participation to align long‑term success with company growth.
• Comprehensive health, dental, and vision coverage.
• Flexible work arrangements, including hybrid and remote options.
• Generous paid time off and a flexible holiday calendar.
• Professional development stipend and access to industry conferences.
• Employee wellness programs, including mental health resources and on‑site fitness options.
• Retirement savings plan with company match.
• Employee referral bonus program.

How to Apply

Ready to lead brighthush’s North American customer success journey? Submit your application through our careers portal or click the link below to apply directly:

Apply to this position

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees. We welcome applications from people of all backgrounds and experiences.