Strategic Senior Assistant Director of Customer Success & Engagement – AI‑Powered Adoption, Retention, and Growth Leader for Global Clients at brighthush (Remote, USA)

About brighthush

brighthush is a trailblazer in the risk analytics arena, fusing cutting‑edge artificial intelligence, machine learning, and deep industry insight to turn raw data into crystal‑clear, actionable intelligence. Our mission is simple yet ambitious: empower every organization—whether a Fortune 500 titan, a mid‑market leader, or an agile startup—to navigate uncertainty, mitigate risk, and seize opportunity with confidence. We do more than deliver technology; we partner with our clients to unlock value, accelerate decision‑making, and drive sustainable growth.

Our culture thrives on curiosity, collaboration, and an unwavering commitment to customer outcomes. We celebrate diversity, champion continuous learning, and foster an environment where every voice can shape the future of risk management. At brighthush, you’ll find a community of thinkers, doers, and innovators who are passionate about turning complex challenges into simple, elegant solutions.

Why This Role Is a Game‑Changer

In the fast‑moving world of AI‑driven risk analytics, the bridge between technology and business impact is built by people who understand both worlds. As the Senior Assistant Director of Customer Success & Engagement, you will be the linchpin that turns our cutting‑edge products into tangible, measurable value for our clients. You’ll own the entire customer lifecycle—from the first handshake to long‑term partnership—ensuring that every client not only adopts our solutions but also realizes ROI, drives retention, and unlocks expansion opportunities. This is a remote, full‑time role based in the United States, with up to 25% travel to client sites, partner events, and internal conferences.

Industry Landscape

The risk analytics sector is experiencing an unprecedented surge in demand. Regulatory landscapes are tightening, data volumes are exploding, and organizations are increasingly reliant on predictive insights to safeguard assets, reputation, and compliance. AI and machine learning are no longer optional—they are the engines that power real‑time risk assessment, fraud detection, and supply‑chain resilience. As a leader in this space, brighthush is at the forefront of delivering AI‑enabled solutions that help businesses stay ahead of threats and capitalize on emerging opportunities.

Your Impact

In this role, you will be the voice of the customer inside brighthush, translating complex business challenges into actionable success plans. Your strategic guidance will directly influence product evolution, customer satisfaction scores, and revenue growth. By championing responsible AI practices, you will help shape the ethical framework that underpins every solution we deliver.

Key Responsibilities

• Portfolio Leadership: Own the overall success of a portfolio of high‑value customers, guiding them from onboarding through adoption, optimization, and renewal. Develop customized success plans that align with each client’s strategic objectives.
• Trusted Advisor: Act as a strategic partner, sharing industry best practices, product roadmaps, and actionable insights that help clients achieve their business objectives. Serve as the voice of the customer within brighthush.
• Cross‑Functional Champion: Lead initiatives that embed a customer‑centric perspective into every stage of the product lifecycle, collaborating closely with Product, Engineering, Marketing, and Sales to shape features that deliver real value.
• Engagement Blueprint: Design, execute, and iterate on customer engagement plans, including kickoff calls, quarterly business reviews, strategic workshops, and ongoing health checks.
• Deep Client Insight: Develop a nuanced understanding of each client’s business processes, risk appetite, and regulatory environment, translating these insights into tailored success plans and proactive risk mitigation strategies.
• Data‑Driven Advocacy: Analyze usage data and performance metrics to identify adoption gaps, upsell opportunities, and risk indicators; present findings with actionable recommendations that drive measurable outcomes.
• Enablement Partner: Collaborate with the Training & Enablement team to create and refine learning resources, webinars, and documentation that accelerate user proficiency and reduce time‑to‑value.
• Thought Leadership: Coordinate with Corporate & Government teams to launch customer‑focused initiatives such as case studies, beta testing, and testimonial programs that showcase success stories and build brand credibility.
• Responsible AI Steward: Champion responsible AI practices, ensuring that all AI‑driven solutions are deployed ethically, transparently, and in compliance with regulatory standards.
• Relationship Builder: Travel as required (up to 25%) to client sites, partner events, and internal workshops to strengthen relationships, gather firsthand feedback, and reinforce our commitment to client success.

Essential Qualifications

• 3–5+ years of professional experience in customer success, account management, pre‑sales, or customer support roles within a SaaS or technology environment.
• Proven track record of managing complex, multi‑stakeholder relationships and driving measurable outcomes such as adoption, renewal, and expansion.
• Strong verbal and written communication skills, with the ability to present high‑level concepts to executives and detailed demonstrations to technical teams.
• Deep understanding of regulatory compliance, supplier risk, and credit risk use cases is highly desirable.
• Basic knowledge of AI concepts and enthusiasm for exploring how tools like Copilot and ChatGPT can enhance customer workflows.
• Demonstrated curiosity, adaptability, and a passion for continuous learning.
• Bachelor’s degree in Business, Economics, Finance, Marketing, or a related field.
• Experience working in a remote, distributed team environment.

Preferred Qualifications

• Experience in the financial services or risk management industry.
• Hands‑on experience with AI‑powered analytics platforms.
• Knowledge of responsible AI frameworks and ethical AI deployment.
• Experience leading cross‑functional projects that span product, engineering, and marketing.
• Fluency in additional languages is a plus.

Skills & Competencies

• Strategic thinking and data‑driven decision making.
• Exceptional stakeholder management and influence skills.
• Project management proficiency, with the ability to juggle multiple priorities.
• Strong analytical skills, including proficiency with Excel, Power BI, or similar tools.
• Customer‑centric mindset, with a passion for delivering delight at every touchpoint.
• Commitment to diversity, equity, and inclusion—championing diverse perspectives and fostering an inclusive environment.
• Integrity and ethical judgment, especially when handling sensitive data and AI solutions.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured mentorship programs with senior leaders across the organization.
• Annual learning stipend for courses, certifications, and conferences.
• Opportunities to lead high‑impact projects that shape product strategy and customer experience.
• Clear career pathways—from Customer Success Lead to Director of Customer Success, and beyond.
• Cross‑functional rotations that broaden your skill set and expand your network.
• Regular knowledge‑sharing sessions, hackathons, and innovation labs to keep you at the cutting edge of industry trends.

Work Environment & Culture

brighthush thrives on a culture of openness, collaboration, and continuous improvement. Our remote workforce is supported by:

• Flexible work hours that respect work‑life balance.
• Regular virtual town halls and team‑building events to foster connection.
• A transparent feedback loop that encourages growth and innovation.
• Commitment to mental and physical well‑being through wellness programs and resources.
• Access to state‑of‑the‑art collaboration tools, ensuring seamless communication across time zones.
• Inclusive policies that celebrate diversity, equity, and belonging at every level.

Compensation & Benefits

Competitive base salary ranging from $98,800 to $143,350 per year, commensurate with experience and qualifications. In addition, you will be eligible for:

• Performance‑based incentive compensation tied to customer success metrics.
• Comprehensive medical, dental, and vision coverage for you and your family.
• Generous paid time off (PTO) and holiday schedule to recharge and spend time with loved ones.
• 401(k) retirement plan with company match to secure your financial future.
• Parental leave policies that support new parents and foster a family‑friendly environment.
• Life, disability, and accident insurance for peace of mind.
• Employee stock purchase plan (ESPP) with discounted shares to share in brighthush’s success.
• Tuition reimbursement for approved courses and certifications to fuel your growth.
• Wellness stipend and access to mental health resources to support your overall well‑being.

How to Apply

Ready to join a team that is redefining risk and customer success? Submit your application through our careers portal. If you need a reasonable accommodation during the application process, please contact [email protected]. We are an equal‑opportunity employer and celebrate diversity in all its forms.

Join brighthush Today

At brighthush, you will be part of a mission‑driven organization that empowers clients to turn risk into opportunity. Your expertise will shape the future of AI‑enabled risk analytics, and your voice will influence product strategy and customer experience. If you are passionate about driving adoption, retention, and growth through customer success, we want to hear from you. Apply now and help us build a brighter, safer future for businesses worldwide.