Strategic Director of Customer Experience & Success – Driving Retention, Automation, and Growth at brighthush

About brighthush

brighthush is a trailblazing provider of Bitcoin mining hosting and high‑performance computing infrastructure. With ten state‑of‑the‑art facilities delivering over 150 MW of clean, renewable power, we empower miners worldwide to operate at scale while staying compliant, secure, and profitable. As we expand into AI and next‑generation data centers, our mission is to combine cutting‑edge technology with unparalleled customer service, turning every client interaction into a catalyst for growth.

Recognized on the Inc. 5000 list of America’s fastest‑growing private companies for two consecutive years, brighthush thrives on agility, transparency, and a relentless focus on delivering value. We operate with a lean, high‑autonomy culture that rewards initiative, accountability, and a passion for continuous improvement.

Why Join brighthush?

At brighthush, we believe that customer experience is the engine of revenue, not just a support function. As we scale our hosting portfolio and broaden our AI offerings, the role of Customer Experience becomes pivotal in driving retention, upsell, and brand advocacy. If you’re a strategic thinker who loves to dive into data, build processes, and lead a high‑performing team, this seat offers the autonomy, impact, and growth trajectory you’ve been seeking.

Role Overview

The Director of Customer Experience will own the entire post‑sale journey for brighthush customers. From the moment a contract is signed to the first hash‑rate, through ongoing support, renewal, and expansion, you will shape the experience, set the metrics, and lead a small but powerful team of support specialists. Your leadership will elevate SLA attainment, CSAT scores, and NPS, while driving automation and proactive customer success initiatives that turn support into a growth engine.

Key Responsibilities

• Strategic Leadership & Execution – Define the vision for customer experience, develop a roadmap, and align cross‑functional teams (Sales, Marketing, Product, Finance, Engineering) around a shared definition of success.
• Hands‑On Escalation Management – Own high‑stakes client escalations, from wallet configuration to firmware issues, and be the first line of defense when customers are frustrated.
• Team Development – Lead a three‑person support team, conduct 1:1s, performance reviews, and coaching that measurably improves ticket quality and speed.
• Process & Tooling Optimization – Own the ticketing system (HubSpot Service Hub, Zendesk, or similar), automate routine workflows, and continuously refine routing, triage, and SLA frameworks.
• Customer Journey Design – Rebuild onboarding from contract signature to first hash‑rate, create lifecycle communications, and drive adoption of new dashboard features through targeted email, in‑app prompts, and training calls.
• Retention & Revenue Growth – Build health scores, identify at‑risk accounts, manage a book of high‑spend hosting clients, and drive expansion revenue through upsell and ancillary program enrollment.
• Data‑Driven Decision Making – Build dashboards that track SLA attainment, CSAT, NPS, churn risk, and automation impact; use insights to iterate on processes and tools.
• Cross‑Functional Collaboration – Partner with Marketing on brand voice, with Sales on handoff points, with Finance on billing friction, and with Product/Engineering on feature feedback loops.
• Automation & AI Roadmap – Own the AI ticket deflection agent, drive the automation roadmap, and ensure routine volume is moved out of the queue, freeing the team for high‑value work.
• Program Management – Own enrollment and attach rates for ancillary programs (machine protection, premium plans), create campaigns, and manage the customer‑facing side of pricing and coverage updates.
• Reporting & Accountability – Provide weekly reports on volume, SLA performance, CSAT, program enrollment, and churn risk to revenue leadership.

Essential Qualifications

• Proven experience leading a customer support, success, or experience team with measurable improvements in SLA, CSAT, or NPS.
• Deep knowledge of Bitcoin operations: hot vs. cold wallets, hardware wallet setup, pool switching, payouts, and hashrate management.
• Hands‑on experience with mining fleet management platforms (Foreman, Luxor, or equivalent) and the ability to uncover efficiencies.
• Security mindset around customer funds and data, with a track record of implementing verification processes to mitigate fraud.
• Data‑first operating style: comfortable building dashboards, analyzing trends, and defending metrics.
• Proficiency with modern helpdesk and CRM stacks (HubSpot Service Hub preferred; Zendesk, Intercom, Jira Service Management acceptable).
• Experience designing ticketing systems: categories, triage rules, priority levels, and turnaround targets.
• Track record of building or upgrading support functions: SLAs, QA, knowledge bases, CSAT programs.
• Experience driving expansion revenue from the CX seat: attach rates, renewals, upsell programs.
• High empathy and genuine warmth on customer calls; ability to de‑escalate heated situations.
• Willingness to be hands‑on during high‑stakes escalations and volume spikes.
• Builder mindset: create email campaigns, HubSpot workflows, knowledge base articles, and simple creative assets.
• Daily fluency with AI tools for writing, analysis, and automation, and the judgment to know when a human touch is required.

Preferred Qualifications

• Direct experience in Bitcoin mining, mining hosting, or crypto infrastructure.
• Experience with AI support agents or ticket deflection programs.
• Experience supporting B2B customers with high contract values.
• HubSpot certifications (Service Hub, Marketing Hub, or Operations Hub).
• Experience running collections or accounts‑receivable follow‑up alongside finance.
• Comfort with spreadsheet modeling or basic SQL for account and ticket analysis.

Skills & Competencies

• Strategic thinking with a customer‑centric mindset.
• Strong leadership and coaching abilities.
• Excellent communication, both written and verbal.
• Analytical mindset with a passion for data‑driven improvement.
• Project management skills: prioritize, delegate, and deliver on time.
• Adaptability: thrive in a fast‑moving, lean environment.
• Technical curiosity: quickly learn new tools and platforms.

Career Growth & Learning Opportunities

As brighthush scales, the Customer Experience function will evolve into a full‑blown Customer Success organization. The Director of Customer Experience will be positioned to lead this growth, expanding the team, refining processes, and driving new revenue streams. You’ll have the chance to shape the future of our support architecture, influence product development, and mentor the next generation of CX leaders.

Work Environment & Culture

brighthush operates with a culture of grit, neighborly collaboration, transparency, overdelivery, and velocity. We value high autonomy and accountability, encouraging team members to pitch in beyond their job descriptions. Our remote‑first model offers flexibility, but we also value occasional in‑person gatherings to strengthen team bonds. The environment is fast‑paced, data‑driven, and focused on continuous improvement.

Compensation & Benefits

While specific figures are tailored to experience, brighthush offers a competitive total compensation package that includes:

• Base salary commensurate with market rates for senior CX leadership.
• Performance‑based bonuses tied to SLA attainment, CSAT, NPS, and revenue growth.
• 1 % Bitcoin bonus paid in Bitcoin annually.
• Health, dental, and vision insurance through UnitedHealthcare, Delta Dental, and VSP.
• 401(k) with a 3 % company match, available regardless of employee contribution.
• HSA, FSA, and dependent care FSA options.
• Paid time off for vacation, personal days, and appointments.
• Life, AD&D, long‑term disability, and an Employee Assistance Program.

How to Apply

Ready to lead brighthush’s customer experience into the next era of growth? Submit your application through the link below. We look forward to learning how your vision, expertise, and passion can help us deliver exceptional value to our customers and accelerate our journey into AI and high‑performance computing.

Apply to this job

Closing Statement

At brighthush, we’re turning support from a cost center into a revenue engine. If you’re a strategic leader who thrives on data, loves to build processes, and can lead a small team to deliver world‑class customer experience, this is the role for you. Join us and help shape the future of Bitcoin mining hosting and AI infrastructure while driving tangible growth and customer delight.