Strategic Senior Director of Customer Success & Growth – AI‑Powered Retention, Expansion & Revenue Leadership for Nonprofit & Arts & Cultural Sectors at brighthush – Driving Impactful Innovation & Sustainable Growth

About brighthush

brighthush is a trailblazer at the crossroads of purpose and technology, delivering AI‑driven solutions that empower mission‑focused organizations to amplify their impact. With a global footprint that spans continents and a portfolio that includes charities, foundations, faith communities, museums, and performing arts institutions, we are redefining how nonprofits and cultural leaders engage donors, streamline operations, and measure outcomes. Our Intelligence for Good® philosophy drives every product, partnership, and conversation, ensuring that the power of data and automation is harnessed responsibly and ethically.

Our culture is built on curiosity, collaboration, and an unwavering commitment to social good. We celebrate experimentation, reward bold ideas, and foster an environment where every team member can contribute to a shared vision of a more equitable world. If you are passionate about leveraging technology to create lasting change, brighthush offers a platform where your expertise can shape the future of impact‑driven organizations.

Why This Role Matters

As the Senior Director of Customer Success & Growth for the nonprofit and cultural community, you will be the strategic architect of brighthush’s customer success function for these mission‑critical sectors. This high‑visibility, executive‑level position directly influences revenue growth, client retention, and the overall health of our most important customers. You will harness AI‑enabled insights, drive operational excellence, and serve as a trusted advisor to senior leaders across a diverse portfolio of organizations that are changing the world.

In this role, you will translate brighthush’s mission into tangible outcomes for our clients, ensuring that every interaction delivers measurable value. Your leadership will shape the customer journey, drive adoption of our AI tools, and create a culture of continuous improvement that reverberates across the organization.

Key Responsibilities

Strategic Leadership & Vision

• Define and evolve a multi‑year Customer Success strategy that aligns with brighthush’s growth targets, retention goals, and market positioning for nonprofit and arts & cultural segments.
• Translate the company’s mission into actionable, measurable plans that inspire and mobilize cross‑functional teams.
• Champion a culture of continuous improvement, data‑driven decision making, and customer‑centric thinking across the organization.

AI‑Enabled Success Motions

• Build and scale predictive health scoring, risk identification, automation workflows, and data‑driven account prioritization models that proactively guide engagement teams.
• Collaborate with the AI and product innovation labs to embed responsible AI into every touchpoint of the customer journey.
• Own the end‑to‑end lifecycle of AI‑driven initiatives, from concept to deployment to optimization.

Revenue & Growth Accountability

• Own measurable outcomes such as net revenue retention, transactional and payments revenue growth, product adoption rates, and employee‑generated sales opportunities.
• Translate retention and expansion metrics into strategic initiatives that drive sustainable, recurring revenue.
• Provide quarterly forecasts, variance analysis, and actionable insights to the executive team.

Executive Advisory & Relationship Management

• Act as a senior trusted advisor to CEOs, CFOs, development officers, and board members of nonprofits, foundations, faith‑based groups, museums, and performing arts organizations.
• Develop deep, consultative relationships that position brighthush as a strategic partner, not just a vendor.
• Serve as the voice of the customer in product, marketing, and sales strategy discussions.

Escalation Management & Crisis Resolution

• Take executive ownership of major customer escalations, ensuring rapid resolution, transparent communication, and proactive risk mitigation.
• Develop and maintain a robust escalation framework that minimizes churn and maximizes customer satisfaction.

Team Development & Leadership

• Recruit, mentor, and develop a high‑performing leadership team, instilling a culture of accountability, rigorous forecasting, and results‑oriented execution.
• Champion professional growth, coaching, and career development for all team members.
• Foster a collaborative, inclusive environment that encourages innovation and ownership.

Cross‑Functional Partnership

• Collaborate with Sales, Product, Marketing, Support, Payments, Finance, and Legal to embed customer insights into product roadmaps, go‑to‑market strategies, and overall business planning.
• Serve as the bridge between customer success and other functions, ensuring alignment on goals, metrics, and priorities.

Thought Leadership & Brand Advocacy

• Represent brighthush at industry conferences, webinars, and roundtables, positioning the company as the premier partner for social impact organizations.
• Publish thought leadership content, whitepapers, and case studies that showcase the value of AI‑powered customer success in the nonprofit sector.
• Build a network of industry influencers, partners, and thought leaders to drive brand awareness and market positioning.

Essential Qualifications

• 12+ years of progressive leadership experience in Customer Success, account management, recurring‑revenue operations, advancement services, or a closely related discipline.
• Deep, demonstrable experience serving nonprofit, foundation, faith‑based, or arts & cultural organizations, with a track record of delivering measurable business outcomes.
• Proven success in owning retention, expansion, transactional, or payments revenue, and translating those metrics into strategic initiatives.
• Expertise in customer segmentation, account planning, forecasting, product adoption, risk management, and large‑scale organizational transformation.
• Hands‑on experience leveraging AI, predictive analytics, automation, and data‑driven operating models to improve engagement, retention, and overall performance.
• Strong financial acumen, including the ability to evaluate revenue opportunities, assess retention risks, negotiate contractual commitments, and make data‑backed investment decisions.
• Exceptional communication skills with the ability to influence senior executives, board members, and cross‑functional partners.
• Demonstrated ability to lead senior leaders, manage complex escalations, and foster a culture of continuous improvement.

Preferred Qualifications & Additional Attributes

• Experience in a SaaS or cloud‑based technology environment serving mission‑driven customers.
• Advanced degree in Business Administration, Nonprofit Management, Data Science, or a related field.
• Published thought leadership (articles, whitepapers, podcasts) on nonprofit technology trends, AI ethics, or customer success best practices.
• Passion for social impact and a personal commitment to the values of equity, inclusion, and sustainability.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture while translating strategy into actionable, measurable plans.
• Analytical Insight: Proficiency with data visualization tools, CRM analytics, and AI‑driven predictive models.
• Leadership Presence: Confidence to represent brighthush at the highest levels of client organizations and industry forums.
• Change Management: Expertise in guiding teams through transformation initiatives, process redesign, and technology adoption.
• Collaboration: Strong partnership mindset with product, sales, marketing, finance, and legal functions.
• Customer‑Centric Mindset: Unwavering focus on delivering value, building trust, and fostering long‑term relationships.
• Communication: Clear, concise, and compelling storytelling for both executive audiences and front‑line teams.

Career Growth & Learning Opportunities

At brighthush, senior leaders are empowered to shape their own career trajectories. In this role you will:

• Gain exposure to the C‑suite of some of the world’s most influential nonprofit and cultural institutions.
• Lead a global, remote‑flexible team, sharpening your ability to manage distributed talent.
• Work directly with our AI and product innovation labs, staying at the forefront of responsible AI applications in the social sector.
• Participate in executive mentorship programs, leadership academies, and continuous learning stipends.
• Influence the strategic direction of brighthush’s product portfolio, shaping solutions that will be used by millions of mission‑driven professionals.

Work Environment & Culture at brighthush

brighthush champions a remote‑flexible workforce that values work‑life integration, diversity of thought, and inclusive collaboration. Our culture is built on:

• Purpose‑First Mindset: Every project is tied to a measurable social impact outcome.
• Innovation with Integrity: We develop responsible AI solutions that respect privacy, ethics, and the communities we serve.
• Inclusive Community: A commitment to equity, belonging, and a workplace where every voice is heard.
• Wellness & Balance: Robust wellness programs, flexible paid time off, and generous parental leave support holistic health.
• Recognition & Celebration: Regular “Donations for Doers” initiatives, employee spotlights, and celebration of mission‑driven achievements.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $150,400 – $204,100, commensurate with experience, market benchmarks, and performance.
• Performance Incentives: Annual bonus potential tied to individual, team, and company outcomes.
• Medical, Dental, & Vision Insurance: Comprehensive coverage for you and your dependents.
• 401(k) with Employer Match: Build long‑term financial security.
• Flexible Paid Time Off & Remote‑Flexibility: Choose where and how you work.
• Generous Parental Leave: Support for new parents and caregivers.
• Pet Insurance, Legal & Identity Protection: Peace of mind for you and your family.
• Tuition Reimbursement: Invest in your continued education and professional growth.
• Wellness Programs: Access to mental‑health resources, fitness stipends, and holistic wellness initiatives.
• Community Giving: “Donations for Doers” program that matches employee charitable contributions.

How to Apply

If you are ready to lead a transformative customer success organization that fuels the missions of nonprofits and cultural institutions worldwide, we invite you to submit your application today. Please click the link below to begin the process:

Apply to This Role at brighthush

Join brighthush and Make a Difference

At brighthush, your leadership will directly influence how mission‑driven organizations harness technology to create lasting social change. We are an equal‑opportunity employer committed to building a diverse, inclusive, and vibrant workplace. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.

Take the next step in your career and help shape the future of impact‑focused technology. Apply now and become a catalyst for change at brighthush.