Strategic Regional Customer Success Director – Driving Global Growth, Retention, and Advocacy Across the Americas for brighthush – Leading Customer Success Strategy, Expansion, and Client Advocacy

About brighthush

brighthush stands at the forefront of the digital asset and financial regulation landscape, blending cutting‑edge blockchain technology with rigorous compliance frameworks. Our mission is simple yet powerful: to give institutions—banks, crypto exchanges, payment processors, and regulatory bodies—real‑time, blockchain‑based analytics that illuminate market activity, compliance status, and emerging threats. By delivering crystal‑clear insights, we help our clients reduce risk, accelerate compliance, and shape the future of finance.

With a rapidly expanding global ecosystem, brighthush has become the go‑to partner for organizations that demand instant visibility into market dynamics. Trusted by Fortune 500 firms, leading crypto platforms, and government agencies alike, our solutions form the backbone of modern risk management. As we scale, we’re looking for a visionary leader who can elevate our customer success organization to new heights.

Role Overview

As the Regional Customer Success Director – Americas, you will be the linchpin that translates our global strategy into local execution. You will lead a distributed team of 5–10 Customer Success Managers (CSMs), steward key accounts, and collaborate with cross‑functional partners to deliver measurable value to our clients. Your impact will span two of our fastest‑growing regions, driving retention, expansion, and advocacy while embedding a unified, customer‑centric culture that respects local nuances.

Key Responsibilities

• Account Leadership – Own a portfolio of high‑impact accounts, ensuring health, adoption, and renewal. Secure ARR expansion through strategic upsells and cross‑sell opportunities.
• Team Management & Development – Mentor, coach, and grow a distributed CSM team. Foster a high‑performance culture that balances autonomy with collaboration.
• Strategic Planning – Define and execute regional success strategies that align with the global vision while tailoring tactics to local market dynamics.
• Performance & Analytics – Partner with the Global Director of Customer Success to set goals, track metrics (NDR, GDR, churn), and drive data‑driven decision making.
• Process & Framework Development – Build scalable onboarding, health‑scoring, success‑planning, and value‑realization frameworks that can be replicated across regions.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Operations, and Marketing to ensure frictionless customer journeys and to feed customer insights back into product roadmaps.
• Global Voice & Advocacy – Represent the Americas in global strategy sessions, championing regional insights and ensuring that our solutions meet local regulatory and business needs.
• Direct Customer Engagement – Occasionally engage with enterprise customers at the executive level to validate strategy, address concerns, and reinforce partnership.
• Continuous Improvement – Lead initiatives to refine tools, playbooks, and processes, leveraging AI‑driven productivity solutions to streamline operations.
• Time‑Zone Agility – Coordinate across multiple time zones, ensuring that customer needs are met promptly while maintaining team cohesion.

Essential Qualifications

• 7+ years of experience in Customer Success or Account Management, with at least 3 years in a people‑management capacity.
• Proven track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS environment.
• Operational excellence in process design, forecasting, and metrics tracking.
• Experience leading distributed teams in a global context.
• Strong strategic mindset coupled with hands‑on execution skills.
• Excellent leadership, coaching, and people‑development abilities.
• Data‑driven decision making using customer and business metrics.
• Fluency in AI‑based productivity, customer engagement, and analytics tools.
• Exceptional communication, relationship‑building, and stakeholder‑management skills.
• Comfort navigating cultural and operational differences across the Americas.
• Ability to manage priorities across multiple time zones and adapt to a fast‑moving environment.

Preferred Qualifications

• Experience in the crypto, financial services, payments, or RegTech sectors.
• Background in blockchain or digital asset industries.
• Experience scaling Customer Success operations.
• Comfort with flexible work hours and asynchronous collaboration tools.
• Global mindset – curious, culturally aware, and adaptable.

Skills & Competencies

• Strategic Thinking & Execution
• Team Leadership & Coaching
• Customer Advocacy & Relationship Management
• Data Analysis & KPI Management
• Process Design & Continuous Improvement
• Cross‑Functional Collaboration
• Adaptability & Resilience
• Communication & Presentation
• Technology Savvy – proficiency in CRM, analytics, and AI tools

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As Regional Customer Success Director, you’ll be positioned to:

• Progress to a Global Director of Customer Success role, overseeing all regions.
• Lead cross‑regional initiatives that shape product strategy and market positioning.
• Participate in executive leadership forums, influencing company‑wide decisions.
• Access continuous learning programs, including industry certifications, leadership workshops, and mentorship from senior leaders.
• Opportunity to travel to client sites, industry conferences, and global headquarters.

Work Environment & Culture at brighthush

We believe that great work starts with a great environment. At brighthush, you’ll find:

• A culture of transparency, collaboration, and innovation.
• Flexible work arrangements that respect work‑life balance.
• Inclusive and diverse teams that celebrate different perspectives.
• Regular team‑building events, hackathons, and knowledge‑sharing sessions.
• A commitment to mental health and well‑being, with full access to brighthush Mental Health Support.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base salary range: €125,000 – €220,000, commensurate with experience.
• Equity options – share in the company’s growth.
• 25 days of annual leave plus U.S. public holidays.
• Comprehensive health insurance coverage.
• Personal training budget and wellness stipend.
• Home office allowance and equipment stipend.
• Full access to brighthush Mental Health Support.
• Regular performance bonuses tied to team and individual metrics.

Why Join brighthush?

When you join brighthush, you’re not just taking a job – you’re stepping into a role that shapes the future of finance. You’ll work with a passionate team that is redefining compliance, risk management, and market intelligence for the digital age. Your leadership will directly influence how our clients navigate complex regulatory environments, and your strategic vision will drive the next wave of product innovation.

We’re looking for a leader who is as comfortable building frameworks as they are walking the floor with customers. If you thrive in a fast‑paced, data‑driven environment and are ready to champion collaboration across regions, we want to hear from you.

How to Apply

Ready to make an impact? Submit your application through our careers portal and join the brighthush team where your expertise will help shape the future of finance.