Senior Vice President of Global Customer Experience & Success – Driving Scalable Growth, AI‑Powered Innovation, and Unmatched Client Delight at brighthush

About brighthush

brighthush is not just a technology vendor; it is the beating heart of the next‑generation commerce media ecosystem. Our unified operating system powers more than $12 billion in advertising spend across over 100 retail media networks worldwide, delivering real‑time insights, predictive targeting, and fully automated media buying. By connecting brands, agencies, and retailers through a single, mission‑driven interface, we enable measurable lift, expanded reach, and a transformational impact on the entire commerce landscape.

Since our inception, brighthush has captured roughly 12 % of total retail media ad spend outside of China, cementing our role as the catalyst for digital transformation in commerce. We are a global community of innovators, data scientists, and customer‑obsessed leaders who believe that great careers are built, not merely found. At brighthush, you will rise as an industry thought‑leader, push the boundaries of innovation, own your professional journey, and thrive within an inclusive, collaborative environment that is redefining the future of commerce.

Why This Role Matters

The Senior Vice President of Customer Experience & Success is the chief architect of a world‑class, AI‑enhanced customer ecosystem. Your strategic vision will shape how more than 70,000 brands and agencies interact with brighthush, ensuring they extract maximum value from our platform while driving top‑line revenue growth. You will lead cross‑functional initiatives, influence product strategy, and champion a customer‑centric culture that permeates every level of the organization.

Key Outcomes You Will Deliver

In this executive role you will:

• Translate corporate objectives into clear, actionable roadmaps with measurable KPIs.
• Design, launch, and scale a Managed Services organization that guarantees seamless migrations from legacy platforms.
• Partner closely with Sales to equip account teams with data‑driven insights, tools, and support that accelerate deal closure, upsell, and cross‑sell opportunities.
• Serve as a senior leader on brighthush’s executive team, shaping overall company strategy, culture, and product direction.
• Collaborate with Product, Marketing, and Engineering to map the end‑to‑end customer journey, identify friction points, and implement solutions that boost adoption and lifetime value.
• Develop a proactive health‑scoring system and engagement framework that monitors key indicators, mitigates churn risk, and drives continuous value realization.
• Leverage AI, automation, and process optimization to scale interactions, reduce friction, and elevate satisfaction while preserving the human touch where it matters most.
• Act as the internal voice of the customer, influencing product priorities and strategic decisions across the organization.
• Recruit, coach, and mentor a high‑performing, diverse team, fostering a culture of growth, accountability, and continuous learning.
• Continuously refine processes, standardize playbooks, and harness analytics to improve efficiency and ensure sustainable, scalable growth.

Core Responsibilities

• Strategic Vision & Execution: Craft and implement a scalable Customer Success and Support strategy that accelerates product adoption, improves retention, and fuels expansion. Translate high‑level goals into detailed roadmaps, set clear metrics, and hold teams accountable for outcomes.
• Managed & Professional Services Leadership: Own the end‑to‑end creation and scaling of a Managed Services function—from strategy and organizational design to hiring, training, and operational execution. Ensure a frictionless transition for customers moving from legacy solutions and build a sustainable growth engine.
• Sales Enablement & Revenue Growth: Align Customer Success metrics with Sales KPIs to create a unified revenue engine. Provide the sales organization with the insights, case studies, and tools needed to close new business, expand existing accounts, and reduce sales cycles.
• Executive Partnership: Sit on brighthush’s senior leadership team, contributing to company‑wide strategy, cultural initiatives, and product roadmap decisions. Bring a customer‑centric lens to every cross‑functional discussion.
• Customer Journey Optimization: Work hand‑in‑hand with Product, Marketing, and Engineering to map the full customer lifecycle, pinpoint friction, and design interventions that improve adoption, usage, and overall satisfaction.
• Health & Engagement Programs: Build a data‑driven health‑scoring model and proactive engagement framework that monitors usage, sentiment, and risk indicators, enabling early intervention and reducing churn.
• Scale & Efficiency Through Technology: Deploy AI‑driven automation, self‑service portals, and intelligent routing to scale high‑touch interactions while preserving empathy and personalization where it counts.
• Voice of the Customer: Serve as the internal advocate for customer needs, translating feedback into product enhancements, new feature ideas, and strategic priorities.
• Team Development & Culture Building: Recruit top talent, develop high‑potential leaders, and nurture a culture of continuous improvement, psychological safety, and inclusive excellence.
• Process Optimization & Analytics: Standardize playbooks, implement rigorous analytics, and iterate on processes to drive operational efficiency and measurable business impact.

Essential Qualifications

• 12+ years of progressive experience in Customer Success, with at least 4 years in senior leadership roles overseeing large B2B SaaS accounts.
• Demonstrated success scaling Customer Success organizations at high‑growth SaaS companies, delivering strong Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics.
• Proven ability to lead and develop second‑line managers, fostering mentorship, coaching, and talent pipeline creation.
• Track record of building cross‑functional relationships that translate into revenue growth through a customer‑centric approach.
• Deep expertise in customer lifecycle management, renewal strategies, and health‑metric frameworks.
• Experience designing and executing tech‑touch customer success programs that engage and retain large customer bases (preferred).
• Advanced proficiency with CRM platforms—particularly Salesforce—and hands‑on experience implementing dedicated Customer Success software.
• Strong business acumen, data‑driven decision‑making skills, and the ability to translate complex metrics into actionable business plans.

Preferred Qualifications

• Background in retail media, e‑commerce advertising, or related sectors, with a nuanced understanding of industry challenges and opportunities.
• Experience leading AI‑driven customer experience platforms or data‑centric product teams.
• Successful track record building and scaling Managed Services or Professional Services organizations.
• Hands‑on experience thriving in fast‑paced, high‑growth startup environments that value experimentation, rapid iteration, and continuous improvement.

Skills & Competencies

• Strategic Vision & Execution
• Customer Advocacy & Empathy
• Data‑Driven Decision Making
• Team Leadership & Development
• Cross‑Functional Collaboration
• Process Improvement & Automation
• Financial Acumen & Budget Management
• Change Management & Cultural Leadership

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Vice President, you will:

• Lead a high‑impact, cross‑functional team that directly influences product roadmap and company strategy.
• Participate in executive leadership discussions, shaping the future of commerce media technology.
• Mentor and develop future leaders, creating a lasting legacy of talent development.
• Access continuous learning resources, including industry conferences, advanced AI workshops, and leadership development programs.
• Benefit from a culture that rewards innovation, experimentation, and bold thinking.
• Enjoy a flexible work environment that supports remote work, hybrid schedules, and a healthy work‑life balance.
• Receive recognition and rewards for driving measurable impact on customer satisfaction and company growth.
• Potentially progress to Chief Customer Officer or other C‑suite roles as brighthush continues its global expansion.

Work Environment & Culture at brighthush

brighthush is built on a foundation of inclusivity, collaboration, and relentless curiosity. Our culture is defined by:

• Global Community: A diverse, worldwide team that brings unique perspectives and drives creative solutions.
• Transparent Communication: Open channels across all levels, fostering trust and shared ownership.
• Agile Mindset: Rapid iteration, data‑backed experimentation, and a willingness to pivot when necessary.
• Work‑Life Harmony: Flexible work arrangements, remote options, and a focus on employee well‑being.
• Impact‑Driven: Every role at brighthush has a clear, measurable impact on customers and the business.
• Continuous Learning: Regular hackathons, knowledge‑sharing sessions, and mentorship programs to keep skills sharp.
• Community Engagement: Opportunities to volunteer with local and global nonprofits, with paid volunteer days and matching contributions.
• Innovation Labs: Dedicated spaces and budget for experimenting with emerging technologies such as generative AI, machine learning, and advanced analytics.

Compensation, Perks & Benefits

The annual base salary range for this position is $215,000–$250,000 USD. Compensation will be calibrated based on experience, expertise, and internal equity. In addition to the base salary, you will be eligible for a comprehensive package that includes:

• Competitive annual performance‑based bonus.
• Equity options that align your success with brighthush’s long‑term growth.
• Flexible Paid Time Off (PTO) and paid holidays, including floating holidays for personal observances.
• Full‑suite health benefits: medical, dental, vision, Flexible Spending Account (FSA), Health Savings Account (HSA) with employer contribution, life insurance, and pet insurance.
• 401(k) plan with generous employer match.
• Paid parental leave and resources to support new parents.
• Company‑subsidized wellness memberships, fitness classes, and mental‑health resources.
• Access to fertility and family‑building assistance programs.
• Paid volunteer time (up to 2 days per year) and matching charitable contributions.
• Annual incentive plans that reward high performance and breakthrough innovation.
• Professional development stipend and tuition reimbursement for relevant courses and certifications.
• Regular wellness initiatives, including mindfulness sessions, ergonomic assessments, and nutrition workshops.

Diversity, Equity & Inclusion

brighthush is committed to building a workforce that reflects the diverse world we serve. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. We celebrate differences and believe that a diverse team fuels creativity, innovation, and superior business outcomes.

Ready to Shape the Future of Commerce Media?

If you are a visionary leader who thrives on transforming customer experiences, driving adoption, and building high‑performing teams, we invite you to apply. Join brighthush and help define the next era of commerce media while advancing your career in an environment that values innovation, collaboration, and impact.