Senior Strategic Director of Customer Success & AI‑Powered Growth – Championing Global Enterprise Retention, Expansion, and End‑to‑End Customer Journey Excellence at brighthush

About brighthush

brighthush is a global pioneer in customer experience, seamlessly blending cutting‑edge artificial intelligence, advanced data science, and human‑centric design into a single, unified platform that transforms every customer interaction into a measurable business outcome. Our flagship CustomerOS platform orchestrates the entire customer journey—from the first onboarding call to the final advocacy webinar—by weaving together advanced analytics, machine learning, and intelligent automation. With a presence that spans North America, EMEA, and APAC, we proudly serve over 2,000 enterprise customers across fintech, healthtech, e‑commerce, and SaaS sectors.

Our mission is simple yet ambitious: empower businesses to build lasting, profitable relationships with their customers by turning data into actionable insights and automation into measurable value. In a world where customer expectations evolve at the speed of technology, brighthush is not just a platform provider; we are a partner that unlocks new revenue streams, reduces churn, and turns users into brand ambassadors.

Why brighthush?

At brighthush, we believe that the future of customer success is built on three pillars:

• AI‑First Innovation – We invest heavily in research and development to keep our platform at the cutting edge of machine learning, predictive analytics, and intelligent automation.
• Human‑Centric Design – Every feature is crafted with the end‑user in mind, ensuring that technology amplifies, rather than replaces, human empathy.
• Data‑Driven Impact – Our success is measured by real business outcomes: increased NRR, higher LTV, and measurable cost‑to‑serve reductions.

Joining brighthush means becoming part of a culture that celebrates curiosity, experimentation, and continuous learning. We empower our teams to challenge the status quo, iterate fast, and deliver tangible value to our customers.

Role Overview

We are seeking a visionary, hands‑on Senior Strategic Director of Customer Success & AI‑Powered Growth to lead and scale our high‑impact Strategic Customer Success Management (CSM) team. This full‑time, remote role—based in the United States—reports directly to the VP of Customer Success and will be instrumental in driving growth, retention, and long‑term value across our most strategic accounts. You will partner closely with Sales, Product, Marketing, and Support to ensure a seamless, AI‑enhanced customer experience that turns users into advocates.

What You’ll Do

• Strategic Vision & Execution – Craft a forward‑looking customer success strategy that aligns with evolving go‑to‑market initiatives and company objectives. Translate strategy into actionable plans, set clear goals, and communicate the vision across all levels of the organization.
• Team Leadership & Development – Build, mentor, and inspire a high‑performing team of Customer Success Managers focused on brighthush’s largest enterprise accounts. Foster a culture of excellence, accountability, and continuous improvement, even during periods of rapid change.
• AI & Automation Enablement – Identify, evaluate, and implement new AI and automation solutions that enhance team effectiveness, accelerate value realization, and deepen customer engagement. Champion the adoption of CustomerOS platform features and emerging product capabilities.
• Data‑Driven Insight Generation – Define, monitor, and report on key performance indicators (KPIs) such as customer health scores, net revenue retention (NRR), customer lifetime value (LTV), and cost‑to‑serve (CTS). Use data to uncover growth opportunities, inform strategic investment decisions, and drive continuous improvement.
• Consultative Leadership – Serve as a trusted advisor to enterprise customers, guiding them to fully leverage the CustomerOS platform to achieve their business goals. Oversee technical support escalations and ensure rapid resolution of challenges.
• Change & Ambiguity Management – Demonstrate resilience and clarity when navigating GTM transformations or shifting internal strategies. Maintain focus on customer outcomes and safeguard the customer experience during periods of change.
• Cross‑Functional Collaboration – Partner with Sales, Product, Marketing, and Support to align on customer journeys, from onboarding to adoption, and to resolve challenges swiftly. Drive alignment during GTM transitions and ensure a unified voice across teams.
• Demand Excellence & Culture Building – Cultivate a culture of learning, collaboration, and high performance within the Customer Success team. Provide coaching, mentorship, and professional development opportunities that elevate the team’s capabilities.
• Enterprise Advocacy & Escalation Management – Act as the primary point of contact for the most strategic enterprise customers, proactively addressing both consultative and technical challenges. Align their success with brighthush’s solutions and advocate for their needs within the organization.
• Industry Thought Leadership – Stay abreast of customer success best practices, industry trends, and evolving customer expectations. Use insights to innovate the Customer Success function and continuously improve the CustomerOS platform for enterprise clients.

Note: The scope of the role may evolve as the team and business grow. The position requires 25%+ travel for team meetings, customer engagements, training, and company events.

Essential Qualifications

• 8+ years of experience in customer success, account management, or related fields, with at least 5 years in a leadership role managing and developing high‑performing teams, including Senior CSMs or Enterprise Success Leaders.
• Proven track record of driving customer retention, satisfaction, and expansion in a B2B SaaS environment, especially with strategic enterprise engagements.
• Demonstrated ability to coach and develop senior‑level talent, fostering strategic thinking and complex relationship management.
• Strong analytical mindset with the ability to use data to guide decision‑making and drive continuous improvement initiatives.
• Experience working with global customers and navigating complex, multi‑stakeholder environments.
• Excellent communication and presentation skills, capable of influencing executive‑level stakeholders across the organization.
• Comfortable navigating ambiguity and adapting to changing strategies, particularly during GTM transformations.

Preferred Qualifications

• Experience leading AI‑driven customer success initiatives or working with advanced analytics platforms.
• Background in scaling customer success functions in high‑growth, technology‑focused companies.
• Knowledge of customer health scoring models, NPS, CSAT, and other industry‑standard metrics.
• Familiarity with customer success tools such as CustomerOS or similar platforms.
• Experience managing cross‑functional teams in a distributed, remote environment.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Change Management & Adaptability
• Team Building & Coaching
• Stakeholder Management & Influence
• Project Management & Execution
• Technical Acumen – Comfortable with SaaS platforms, APIs, and data analytics.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As Senior Strategic Director of Customer Success, you will:

• Lead cross‑functional initiatives that shape the future of customer success technology.
• Mentor and develop the next generation of customer success leaders.
• Participate in executive‑level strategy sessions and influence product roadmap decisions.
• Access a robust learning ecosystem, including internal workshops, industry conferences, and a generous budget for external certifications.
• Benefit from a clear promotion framework that rewards impact, innovation, and leadership.

Work Environment & Culture at brighthush

brighthush thrives on a culture of curiosity, collaboration, and authenticity. We believe that the best ideas come from diverse perspectives and that employees should feel empowered to bring their whole selves to work. Key cultural pillars include:

• Human‑First Leadership – Transparent communication, empathy, and a focus on employee well‑being.
• Innovation & Experimentation – A safe space to test new ideas, fail fast, and iterate.
• Community & Inclusion – Regular virtual and in‑person gatherings, employee resource groups, and a commitment to diversity and equity.
• Work‑Life Balance – Flexible remote work options, generous PTO, and quarterly recharge holidays.
• Recognition & Celebration – Regular shout‑outs, milestone celebrations, and a culture that celebrates both individual and team achievements.

Compensation & Benefits

While specific figures may vary based on experience and location, the typical compensation package for this role includes:

• Base salary range: $178,400 – $195,000 USD annually.
• Annual performance bonus potential.
• Participation in brighthush’s equity program.
• Comprehensive benefits: fully covered medical premiums (employee‑only), dental and vision coverage, 401(k) plan with company match, and flexible PTO.
• Access to a global network of learning resources, wellness programs, and a generous travel stipend for in‑person events.

Ready to Make an Impact?

If you are a strategic thinker who thrives on data, loves coaching high‑performing teams, and is excited to shape the future of AI‑driven customer success, we want to hear from you. Join brighthush and help us redefine how enterprises build lasting, profitable relationships with their customers. Apply today and become part of a culture that values curiosity, innovation, and genuine impact.