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

About brighthush – Pioneering the Future of Customer Experience

brighthush is not just a SaaS platform; it is a catalyst for transformation in the way enterprises orchestrate customer journeys. By weaving together data, 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 interaction into a moment of insight, value, and lasting loyalty. As we expand our global footprint, we are looking for a visionary leader who will shape the future of customer experience across every touchpoint.

Why This Role Matters

In today’s hyper‑competitive landscape, the customer experience is the ultimate differentiator. The Senior Vice President of Global Customer Experience & Digital Engagement will:

• Drive a unified CX strategy that aligns support, success, enablement, and community into a single, cohesive operating model.
• Translate customer insights into measurable revenue, retention, and advocacy gains.
• Champion a culture of rapid experimentation, data‑backed decision making, and customer‑centric problem solving.
• Serve as the voice of the customer across product, engineering, marketing, and business technology.

Key Responsibilities

Customer Support & Service Operations

• Lead a global, multi‑tier Technical Support organization that delivers high‑quality, omnichannel support experiences.
• Drive operational excellence through rigorous metrics (CSAT, CES, deflection, FRT, FCR, utilization, cost‑to‑serve) and continuous improvement initiatives.
• Expand and optimize self‑service and hybrid experiences, AI‑assisted support workflows, and automated troubleshooting to reduce support volume and accelerate resolution.
• Partner closely with Product and Engineering to resolve escalations, influence roadmap priorities, and embed customer feedback into product development.
• Champion a culture of rapid experimentation, data‑backed decision making, and customer‑centric problem solving across all support teams.

Customer & Field Enablement

• Oversee Customer Enablement, including onboarding programs, learning paths, curriculum design, certification, and scalable education experiences.
• Lead Field Enablement to equip CSMs, Solution Success, Support Engineers, and other teams with the skills, messaging, and tools needed to drive adoption and deliver value.
• Build an integrated enablement strategy that aligns product launches, success motions, and customer lifecycle milestones.
• Develop and maintain a robust library of enablement assets, including playbooks, battle cards, and micro‑learning modules.
• Measure enablement impact through adoption metrics, competency assessments, and customer success KPIs.

Digital Experience & Scaled Programs

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

Community Leadership

• Lead the strategy for the online customer community, expanding user‑led engagement, best‑practice sharing, thought leadership, and peer‑to‑peer problem‑solving.
• Develop community programs that fuel product adoption, reduce support volume, and mobilize customer advocates.
• Establish governance, moderation, and incentive frameworks to nurture a vibrant, self‑sustaining community ecosystem.
• Leverage community insights to inform product enhancements, support priorities, and marketing initiatives.

Customer Communications

• Oversee customer‑facing communications, including release notes, product updates, incident communications, migrations, and lifecycle messaging.
• Ensure communications are clear, timely, consistent, and aligned across Support, Success, Product, and Marketing.
• Establish a governance model for customer communications to ensure quality and reduce noise.
• Implement a unified communication platform that supports segmentation, personalization, and multichannel delivery.

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 customer feedback.
• Lead capacity planning, workforce management, tooling strategy, process excellence, and CX‑level metrics.
• Champion a continuous improvement mindset, fostering experimentation, rapid iteration, and learning across all CX functions.

People Leadership

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

Essential Qualifications

• 15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles.
• Proven success running large‑scale, multi‑channel support organizations and/or digital CX programs.
• Demonstrated expertise in customer education, learning design, and field readiness.
• Experience building and scaling thriving online communities.
• Strong background in customer communications, ideally in SaaS or complex product environments.
• Deep understanding of digital engagement, automation, AI‑powered support, and scaled success motions.
• Strong operational acumen with the ability to build processes, systems, and operating rhythms that scale.
• Highly empathetic leader with excellent communication, executive presence, and cross‑functional influence with Product, Engineering, Marketing, and Business Technology leaders.
• A passion for building simple, intuitive experiences that help customers realize value quickly.

Preferred Qualifications

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

Skills & Competencies

• Strategic Vision & Execution – Ability to craft long‑term CX roadmaps that align with business goals.
• Customer‑Centric Mindset – Deep empathy for customers and a relentless focus on delight.
• Data‑Driven Decision Making – Proficiency in turning analytics into actionable insights.
• 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.
• Communication & Storytelling – Ability to articulate complex ideas in a clear, compelling manner.
• Talent Development & Coaching – Passion for building high‑performing teams and nurturing future leaders.
• Financial Acumen & Budget Management – Experience managing large budgets and driving cost efficiencies.

Career Growth & Learning Opportunities

At brighthush, we believe that the best leaders are lifelong learners. As Senior VP of Global Customer Experience, you will have access to:

• Executive coaching and leadership development programs.
• Cross‑functional rotation opportunities to deepen your understanding of product, engineering, and sales.
• Annual learning budget for conferences, certifications, and advanced courses.
• Mentorship from senior executives and industry experts.
• Clear succession pathways to C‑suite roles.
• Opportunities to publish thought leadership pieces and speak at industry events.

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 connected through:

• Weekly all‑hands meetings and town halls.
• Virtual coffee chats and informal networking events.
• Transparent communication channels across all levels.
• Inclusive hiring practices that celebrate diversity and belonging.
• Commitment to mental health and well‑being through flexible schedules and wellness resources.
• Regular hackathons, innovation sprints, and cross‑team challenges.

Compensation & Benefits

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

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

Equity: Restricted Stock Units granted at time of hire, vesting over 4 years.

Retirement: 401(k) plan with company match.

Health & Wellness: Comprehensive medical, dental, vision, and mental health coverage.

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

Remote Work: Fully remote role with reliable internet access required.

Learning & Development: Annual learning stipend, access to online courses, and conference sponsorship.

Other Perks: Unlimited coffee, wellness stipend, flexible work hours, and team off‑site retreats.

How You’ll Be Rewarded

In addition to the competitive compensation package, you will enjoy:

• Impactful leadership role with direct influence on customer satisfaction and revenue growth.
• Opportunity to shape the future of customer experience in a fast‑moving SaaS environment.
• Collaborative culture that values innovation, data, and customer obsession.
• Recognition and rewards for high performance and innovative ideas.

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 business outcomes. By joining our team, you’ll:

• Work with a talented, diverse group of professionals who are passionate about customer success.
• 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.

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].

brighthush employees are required to 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?