Senior Strategic Head of Customer Experience & Partner Success – Driving Global Adoption, Retention, and Revenue Growth in Audience Engagement & Data‑Driven Insights at brighthush

About brighthush

brighthush is a trailblazer in the audience engagement and sales intelligence sector, empowering more than 7,000 organizations across 22 countries to unlock deeper customer insights and accelerate revenue. With a portfolio of patented solutions and an unwavering focus on ROI, brighthush partners with some of the world’s most influential brands to transform how they understand, engage, and grow their audiences. Recognized on the Inc. 5000 list of America’s fastest‑growing private companies for eight consecutive years, brighthush is a fast‑paced, innovation‑driven organization that thrives on collaboration, data‑driven decision making, and a customer‑first mindset.

Our mission is simple yet ambitious: to give every brand the tools and intelligence it needs to connect with its audience in a meaningful, measurable way. We do this by combining cutting‑edge technology, proprietary data science, and a relentless focus on the customer journey. At brighthush, we believe that the best growth comes from understanding the customer at every touchpoint, turning insights into action, and delivering tangible business outcomes.

Why This Role Matters

In today’s hyper‑competitive marketplace, customer experience is the ultimate differentiator. The Senior Strategic Head of Customer Experience & Partner Success is the linchpin that turns strategic intent into measurable impact. You will own the end‑to‑end post‑sale journey across brighthush’s entire product suite, ensuring that every customer is fully onboarded, actively using, and deriving measurable value from our solutions within 30 days of contract start. Your influence will span Sales, Product, Engineering, and Executive Leadership, turning customer intelligence into actionable insights that drive adoption, retention, and revenue growth.

Beyond the numbers, you will shape the narrative of how our customers experience brighthush. You will be the advocate for the customer inside the organization, ensuring that every decision, feature, and process is aligned with the goal of delivering exceptional value. Your leadership will set the tone for a culture that celebrates customer success, continuous improvement, and data‑driven excellence.

Key Responsibilities

Strategic Leadership & Vision

• Define and Execute the CX Roadmap: Craft a forward‑looking customer experience strategy that aligns with brighthush’s growth objectives and market positioning. Translate high‑level goals into actionable initiatives, timelines, and metrics.
• Capacity & Resource Planning: Build and manage the CX capacity model—account loads, concurrent implementation capacity, hiring plans, and coverage strategy—to meet demand while maintaining quality.
• Operating Cadence & Governance: Establish clear roles, performance expectations, escalation paths, and account ownership standards that foster accountability and excellence.
• Data Integrity & Reporting: Build systems that provide a reliable source of truth for implementation status, customer engagement, product usage, training history, account health, and retention risk.

Team Building & Coaching

• Lead, Coach, and Scale the Partner Success Organization: Build a high‑performing team of Partner Success Managers, implementation specialists, and future CX hires. Foster a culture of ownership, curiosity, and continuous learning.
• Performance Management: Set clear KPIs, conduct regular performance reviews, and create development plans that elevate team capabilities and career trajectories.
• Culture Champion: Create a culture of accountability, urgency, curiosity, and customer ownership within the CX organization. Celebrate wins, learn from failures, and keep the team motivated.

Implementation Excellence

• Own the Implementation Standard: Ensure every new customer is fully installed, integrated, and actively using the product within 30 days of contract start.
• Product Definition: Define “installed” for each product, covering sequencing, prerequisites, integrations, QA, training, activation, and customer acceptance.
• Hands‑On Leadership: Remain directly involved in selected strategic implementations and customer engagements to maintain a firsthand understanding of the customer experience.

Lifecycle Management & Customer Health

• Onboarding & Stayboarding Framework: Develop and maintain a comprehensive framework that spans the customer lifecycle, including training cadence, business reviews, adoption campaigns, executive engagement, feature education, and pre‑renewal activities.
• Health Scoring: Design and operationalize a customer health scoring system that triggers proactive actions based on usage, engagement, satisfaction, and account activity.
• Risk Mitigation: Ensure that what is sold can be delivered successfully by surfacing scope, integration, resource, or expectation risks before they become customer problems.

Strategic Insight & Product Feedback

• Product Feedback Loop: Collaborate with Product and Engineering to create clear processes for customer feedback, integration requirements, enhancement requests, defect patterns, competitive intelligence, and product adoption insights.
• Strategic Insight: Translate customer and field intelligence into actionable recommendations for product development and company strategy.

Revenue & Growth Enablement

• Renewal & Expansion: Partner with Sales on renewal strategy, expansion planning, and identification of cross‑sell opportunities within the customer base.
• Executive Relationships: Own executive relationships across brighthush’s most strategic accounts and step directly into customer recovery efforts when significant relationships or revenue are at risk.
• Performance Ownership: Own organizational accountability for adoption, account health, retention, implementation performance, and CX contribution to gross revenue retention.

Operational Excellence & Automation

• Roadmap Execution: Drive the CX roadmap for the next 12–18 months, focusing on process maturity, automation, tooling, self‑service resources, certification, reporting, and team development.
• Resource Development: Develop and maintain scalable customer‑facing resources, including implementation documentation, training programs, admin guides, recorded education, and adoption content.
• Operating Cadence: Establish a consistent CX operating cadence for reviewing upcoming implementations, risk, escalations, renewals, expansion opportunities, and resource needs.

Travel & Stakeholder Engagement

• Travel: Travel regularly for strategic customer meetings, implementations, business reviews, team engagements, and executive‑level relationships.
• Sales Collaboration: Partner with Sales leadership to define the sales‑to‑CX handoff, pre‑sale implementation scoping, customer expectations, integration requirements, and post‑sale ownership.

Essential Qualifications

• 8+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, or a related post‑sale function, with at least 3 years leading a customer‑facing team.
• Proven track record of owning a customer success or experience function with measurable impact on adoption, retention, account health, or revenue outcomes.
• Demonstrated ability to build or significantly evolve onboarding, implementation, adoption, retention, and customer lifecycle programs.
• Experience managing, coaching, hiring, and developing high‑performing customer‑facing teams.
• Strong background in capacity planning, resource allocation, performance management, and operational design.
• Hands‑on experience with complex technical implementations involving multiple stakeholders, integrations, and data pipelines.

Preferred Qualifications

• Experience in the audience engagement, marketing technology, or sales intelligence space.
• Knowledge of data analytics platforms, CRM systems, and integration patterns.
• Strong analytical mindset with the ability to translate metrics into strategic actions.
• Excellent communication skills, capable of presenting to C‑suite executives and technical teams alike.
• Track record of building scalable processes and tooling that drive operational efficiency.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Leadership
• Data‑Driven Decision Making
• Process Design & Automation
• Cross‑Functional Collaboration
• Change Management & Adoption
• Performance Coaching & Talent Development
• Analytical & Problem‑Solving
• Excellent Written & Verbal Communication
• Project & Program Management

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market we serve. You will have the chance to shape the future of customer experience, influence product strategy, and lead a high‑impact team that directly drives revenue. We invest heavily in professional development, offering access to industry conferences, advanced training programs, and a mentorship network that spans across product, engineering, and executive leadership. Whether you’re looking to deepen your expertise in data science, sharpen your leadership acumen, or explore new markets, brighthush provides the resources and support to accelerate your growth.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive base salary, performance‑based bonuses tied to adoption, retention, and revenue metrics, and a comprehensive benefits package. This includes health, dental, and vision insurance, a 401(k) plan with company match, generous paid time off, flexible work arrangements, and a culture that rewards innovation and results.

Work Environment & Culture

brighthush is built on a foundation of collaboration, curiosity, and continuous improvement. Our teams work in an open, inclusive environment where ideas are welcomed and experimentation is encouraged. We celebrate wins, learn from setbacks, and maintain a relentless focus on delivering value to our customers. As a leader, you’ll find a supportive network of peers, a commitment to work‑life balance, and a shared passion for driving measurable impact.

How to Apply

If you’re ready to lead a world‑class customer experience organization, drive global adoption, and shape the future of audience engagement, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Join brighthush and help us transform how brands connect with their audiences.