Strategic Senior Vice President of Global Customer Experience & Digital Engagement – AI‑Powered Support, Community Building, and Seamless Journey Innovation at brighthush

About brighthush – Pioneering the Future of Customer Experience

brighthush is more than a SaaS platform; it is a catalyst for transformation in the way enterprises orchestrate every customer interaction. By weaving together real‑time data, intelligent automation, and human expertise, we empower organizations to deliver experiences that are faster, smarter, and more delightful than ever before. Our mission is simple yet powerful: turn every customer touchpoint into a moment of insight, value, and lasting loyalty. As we expand our global footprint, we are seeking a visionary leader who will shape the future of customer experience across every channel, region, and product line.

Why This Role Matters

In today’s hyper‑competitive landscape, customer experience (CX) is the ultimate differentiator. The Senior Vice President of Global Customer Experience & Digital Engagement will be the strategic architect and operational champion of a unified CX ecosystem that drives revenue, retention, and advocacy at scale. This role sits at the intersection of support, enablement, community, and digital engagement, ensuring that every customer journey is seamless, data‑driven, and continuously improving.

Impact of the Role

• Revenue Growth: Translate deep customer insights into measurable revenue uplift and reduced churn.
• Brand Advocacy: Build a thriving community of brand champions who amplify brighthush’s value proposition.
• Operational Excellence: Deliver world‑class support metrics (CSAT, CES, FCR, cost‑to‑serve) while scaling efficiently.
• Innovation Leadership: Embed AI, automation, and predictive analytics into every CX function to stay ahead of market expectations.

Key Responsibilities

Customer Support & Service Operations

• Lead a global, multi‑tier Technical Support organization that delivers high‑quality, omnichannel experiences for millions of users.
• Define and own the support operating model, setting rigorous KPIs (CSAT, CES, deflection, FRT, FCR, utilization, cost‑to‑serve) and driving continuous improvement through Lean and Six Sigma methodologies.
• Expand self‑service and hybrid experiences, integrating AI‑assisted troubleshooting, chatbots, and predictive routing to reduce support volume and accelerate resolution.
• Partner closely with Product, Engineering, and Security to resolve escalations, influence roadmap priorities, and embed real‑time customer feedback into product development cycles.
• Champion a culture of rapid experimentation, data‑backed decision making, and customer‑centric problem solving across all support teams.

Customer & Field Enablement

• Own the end‑to‑end Customer Enablement strategy, including onboarding programs, learning paths, curriculum design, certification, and scalable education experiences.
• Lead Field Enablement to equip Customer Success Managers (CSMs), Solution Success, Support Engineers, and Sales teams with the messaging, tools, and skills needed to drive adoption and deliver measurable value.
• Design an integrated enablement framework that aligns product launches, success motions, and lifecycle milestones, ensuring a frictionless handoff between teams.
• Develop and maintain a robust library of enablement assets—playbooks, battle cards, micro‑learning modules, and on‑demand video content.
• Measure enablement impact through adoption metrics, competency assessments, and customer success KPIs, iterating programs based on data insights.

Digital Experience & Scaled Programs

• Design and execute a digital‑first experience strategy that leverages in‑product guidance, automated campaigns, webinars, and AI‑powered journeys to accelerate time‑to‑value.
• Own scaled content and knowledge management across CX, including KCS, LMS, taxonomy, search optimization, and content freshness initiatives.
• Collaborate with Product Marketing, Customer & Solution Success, and Engineering to deliver cohesive digital programs that reduce friction and increase adoption.
• Implement advanced analytics dashboards to track engagement, content effectiveness, and user satisfaction across all digital touchpoints.
• Drive adoption of emerging technologies such as conversational AI, virtual assistants, and predictive analytics to enhance the digital experience.

Community Leadership

• Define the vision and growth strategy for brighthush’s online customer community, expanding user‑led engagement, best‑practice sharing, and peer‑to‑peer problem solving.
• Develop community programs that fuel product adoption, reduce support volume, and mobilize customer advocates into brand ambassadors.
• Establish governance, moderation, and incentive frameworks that nurture a vibrant, self‑sustaining community ecosystem.
• Leverage community‑derived insights to inform product enhancements, support priorities, and marketing initiatives.
• Measure community health through active participation rates, net promoter scores, and advocacy metrics.

Customer Communications

• Oversee all customer‑facing communications, including release notes, product updates, incident notifications, migration guides, and lifecycle messaging.
• Ensure communications are clear, timely, consistent, and aligned across Support, Success, Product, and Marketing.
• Establish a governance model for customer communications that balances transparency with signal‑to‑noise ratio.
• Implement a unified communication platform that supports segmentation, personalization, and multichannel delivery (email, in‑app, SMS, push).
• Continuously test and optimize messaging through A/B testing, sentiment analysis, and feedback loops.

CX Strategy & Operations

• Define and operationalize a unified CX operating model built on simplicity, consistency, and scale.
• Partner with Customer & Solution Success leadership to create seamless transitions and shared insights across Support, Digital, Community, and Success teams.
• Drive insight‑to‑action loops by leveraging C360 intelligence, product telemetry, support analytics, and direct customer feedback.
• Lead capacity planning, workforce management, tooling strategy, process excellence, and CX‑level metrics governance.
• Champion a continuous improvement mindset, fostering experimentation, rapid iteration, and learning across all CX functions.

People Leadership

• Build and mentor a high‑performing, diverse global team with strong leadership at every level.
• Foster a culture of collaboration, customer obsession, data‑driven decision‑making, and relentless curiosity.
• Champion AI adoption and digital fluency across all teams to improve productivity and customer outcomes.
• Implement inclusive hiring practices, mentorship programs, and clear career development pathways.
• Drive employee engagement, well‑being, and retention through transparent communication, recognition programs, and flexible work policies.

Essential Qualifications

• 15+ years of senior leadership experience in Customer Experience, Support, Enablement, or related SaaS functions.
• Proven success running large‑scale, multi‑channel support organizations and/or digital CX programs that serve a global customer base.
• Deep expertise in customer education, learning design, and field readiness, with a track record of measurable adoption improvements.
• Experience building and scaling thriving online communities that generate peer‑to‑peer value.
• Strong background in customer communications, ideally within complex SaaS or enterprise‑software environments.
• Demonstrated fluency in digital engagement, automation, AI‑powered support, and scaled success motions.
• Operational acumen to design processes, systems, and rhythms that scale efficiently across continents.
• Highly empathetic leader with executive presence, excellent communication skills, and the ability to influence product, engineering, marketing, and business technology leaders.
• Passion for building simple, intuitive experiences that help customers realize value quickly and sustainably.

Preferred Qualifications

• Experience leading global teams across multiple time zones and cultural contexts.
• Track record of implementing AI and automation to transform support, enablement, and community functions.
• Background in data science or advanced analytics, with the ability to translate insights into actionable strategies.
• Experience in a high‑growth SaaS company that scaled from 10,000 to 100,000+ customers.
• Knowledge of industry standards such as KCS, ITIL, ISO 9001, and GDPR compliance.

Skills & Competencies

• Strategic Vision & Execution – Ability to craft long‑term CX roadmaps that align with overall business objectives.
• Customer‑Centric Mindset – Deep empathy for customers and a relentless focus on delight.
• Data‑Driven Decision Making – Proficiency in turning analytics into actionable insights and measurable outcomes.
• Change Management & Transformation – Proven track record of leading large‑scale CX transformations.
• Cross‑Functional Leadership – Skilled at building consensus across product, engineering, marketing, and operations.
• AI & Automation Fluency – Expertise in leveraging AI to enhance support, enablement, and community experiences.
• Communication & Storytelling – Ability to articulate complex ideas in a clear, compelling manner for both internal and external audiences.
• Talent Development & Coaching – Passion for building high‑performing teams and nurturing future leaders.
• Financial Acumen & Budget Management – Experience managing large budgets, forecasting, and driving cost efficiencies.

Career Growth & Learning Opportunities

At brighthush, we believe that the best leaders are lifelong learners. As Senior Vice President of Global Customer Experience, you will have access to a suite of development resources designed to accelerate your personal and professional growth:

• Executive coaching and leadership development programs tailored to senior technology leaders.
• Cross‑functional rotation opportunities that deepen your understanding of product, engineering, sales, and go‑to‑market strategies.
• Annual learning budget for conferences, certifications, advanced courses, and industry memberships.
• Mentorship from senior executives and external thought leaders in CX, AI, and digital transformation.
• Clear succession pathways to C‑suite roles such as Chief Customer Officer or Chief Operating Officer.
• Opportunities to publish thought‑leadership articles, speak at industry events, and represent brighthush in analyst briefings.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and customer obsession. Our remote‑first model empowers you to work from anywhere while staying deeply connected through:

• Weekly all‑hands meetings and quarterly town halls that celebrate wins and share strategic priorities.
• Virtual coffee chats, informal networking events, and global “culture clubs” that foster community across borders.
• Transparent communication channels (Slack, Teams, internal newsletters) that ensure every voice is heard.
• Inclusive hiring practices that celebrate diversity, equity, and belonging.
• Commitment to mental health and well‑being through flexible schedules, wellness stipends, and access to counseling services.
• Regular hackathons, innovation sprints, and cross‑team challenges that encourage experimentation and rapid prototyping.

Compensation & Benefits Overview

Salary Range (US): $231,800 – $301,200 per year (based on experience, location, and market benchmarks).

Bonus: Discretionary annual bonus aligned with company and individual performance metrics.

Equity: Restricted Stock Units (RSUs) granted at hire, vesting over a four‑year schedule.

Retirement: 401(k) plan with generous company match.

Health & Wellness: Comprehensive medical, dental, vision, and mental health coverage, plus a wellness stipend.

Paid Time Off: Generous PTO, sick leave, parental leave, and volunteer days.

Remote Work: Fully remote role with a home‑office stipend and required reliable internet access.

Learning & Development: Annual learning stipend, access to premium online courses, conference sponsorship, and internal knowledge‑sharing platforms.

Additional Perks: Unlimited coffee (virtual coffee credits), flexible work hours, team off‑site retreats, and a technology allowance for home‑office equipment.

How You’ll Be Rewarded

• Direct influence on customer satisfaction, retention, and revenue growth across a global enterprise SaaS business.
• Opportunity to shape the future of AI‑driven CX in a fast‑moving, high‑growth environment.
• Collaborative culture that values data, experimentation, and customer obsession.
• Recognition programs, performance‑based incentives, and public acknowledgment of innovative ideas.

Diversity, Equity & Inclusion

brighthush is committed to building a workforce that reflects the diverse world we serve. We champion inclusive hiring, equitable career advancement, and a workplace where every individual feels safe to bring their authentic self. Our Employee Resource Groups (ERGs) provide community, mentorship, and advocacy for under‑represented groups.

Application Process

Ready to lead the next wave of customer experience innovation? Follow these steps:

1. Submit your resume and a concise cover letter highlighting your most relevant achievements.
2. Complete a brief online assessment focused on strategic thinking and data‑driven decision making.
3. Participate in a virtual interview series with senior leaders from CX, Product, and HR.
4. Engage in a case‑study presentation that showcases your vision for a unified global CX operating model.
5. Receive feedback and, if selected, an offer package that reflects your experience and impact potential.

Why Join brighthush?

brighthush is at the forefront of transforming how enterprises manage customer journeys. Our platform unifies data, automation, and human expertise to deliver seamless, AI‑driven experiences that drive measurable business outcomes. By joining our team, you will:

• Work with a talented, diverse group of professionals who are passionate about customer success and innovation.
• Be part of a company that values continuous learning, experimentation, and data‑driven decision making.
• Help organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny.
• Enjoy a flexible, remote‑first environment that supports work‑life balance and personal well‑being.

Employment decisions at brighthush are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other protected characteristic.

brighthush is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].

All brighthush employees undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

brighthush supports employees in working where they work best – either from an office or remotely from any location within their country of employment.

Ready to lead the next wave of customer experience innovation?