Visionary Senior Director of Customer Success & Expansion – Driving Global Revenue Growth, Client Retention, and Strategic Partnerships for brighthush

About brighthush

brighthush stands at the forefront of the customer engagement revolution, delivering a unified platform that seamlessly integrates mobile messaging, voice, and email communications. With a footprint that spans more than 50 countries, we empower brands to transform every interaction into a memorable, data‑driven experience. Our technology is engineered for scale, security, and personalization, enabling clients to connect with their audiences in real time, across any channel, and at any moment. At brighthush, we don’t just provide tools – we provide a partnership that fuels growth, loyalty, and lasting impact.

Why brighthush?

In a world where customer expectations are constantly evolving, brighthush offers a unique blend of innovation, agility, and purpose. We are a remote‑first, high‑growth organization that values autonomy, creativity, and continuous learning. Our culture is built on the belief that every team member can shape the future of customer engagement. As a Senior Director of Customer Success & Expansion, you will be at the helm of a high‑performing team, influencing strategy at the executive level, and directly driving the success of our most valuable clients. In return, we offer a competitive compensation package, comprehensive benefits, and a dynamic work environment that encourages growth, creativity, and work‑life balance.

Role Overview

The Senior Director of Customer Success & Expansion is the strategic architect of brighthush’s customer experience engine. You will own the entire customer lifecycle—from onboarding to renewal—while spearheading expansion, upsell, and cross‑sell initiatives that contribute to our top‑line growth. Your influence will span executive relationships, product road‑mapping, and cross‑functional collaboration, ensuring that every client receives a world‑class experience that fuels loyalty and advocacy. This role is a blend of visionary leadership, data‑driven strategy, and hands‑on execution, designed for a seasoned professional who thrives in a fast‑paced, remote‑first environment.

Key Responsibilities

• Strategic Leadership: Build, mentor, and scale a world‑class Customer Success organization that aligns with brighthush’s growth objectives and client expectations.
• Revenue & Expansion Ownership: Own Net Revenue Retention (NRR) and expansion metrics across the portfolio, driving upsell, cross‑sell, and renewal initiatives that contribute to the company’s top‑line growth.
• Executive Relationship Management: Serve as the primary point of contact for C‑suite stakeholders, translating business goals into actionable success plans and ensuring alignment between client needs and brighthush’s product roadmap.
• Operational Excellence: Implement scalable processes, governance frameworks, and performance dashboards that enable data‑driven decision making and continuous improvement.
• Product & Service Advocacy: Partner with Product, Sales, and Marketing to advocate for client feedback, influence feature prioritization, and ensure a seamless handoff from onboarding to ongoing support.
• Team Development: Recruit, coach, and retain top talent; foster a culture of accountability, collaboration, and professional growth.
• Cross‑Functional Collaboration: Work closely with Sales Enablement, Finance, Legal, and Operations to align on account strategy, pricing, and contractual terms.
• Thought Leadership: Represent brighthush at industry events, webinars, and client conferences, positioning the company as a trusted partner in customer experience innovation.
• Data‑Driven Insight Generation: Lead the creation of advanced analytics models that forecast churn, identify upsell opportunities, and measure the impact of customer success initiatives.
• Risk Management: Identify and mitigate risks related to customer health, ensuring proactive engagement and timely resolution of escalations.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, or a related field; MBA or equivalent advanced degree strongly preferred.
• 10+ years of progressive leadership experience in Customer Success, Account Management, or related roles within SaaS or technology companies.
• Proven track record of driving NRR above 95% and achieving measurable expansion revenue in a multi‑year, multi‑account environment.
• Experience managing executive‑level relationships, including C‑suite engagement and strategic account planning.
• Deep familiarity with leading CS/CRM platforms (e.g., Salesforce, HubSpot, Zendesk) and data analytics tools.
• Strong analytical mindset with the ability to translate complex data into actionable insights.
• Exceptional communication, presentation, and negotiation skills, capable of influencing stakeholders at all levels.
• Demonstrated ability to build, scale, and lead high‑performing teams in a fast‑paced, remote‑first environment.

Preferred Qualifications

• Experience in the mobile messaging, voice, or email communications industry.
• Background in scaling Customer Success functions across multiple geographies.
• Knowledge of AI/ML‑driven customer engagement solutions.
• Experience working with global enterprise clients and complex, multi‑year contracts.
• Proficiency in data visualization tools such as Tableau or Power BI.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences that drive loyalty.
• Data‑Driven Decision Making: Comfortable using metrics and analytics to guide strategy.
• Change Management: Skilled at navigating organizational change and driving adoption.
• Collaboration: Strong cross‑functional partnership skills with Sales, Product, Marketing, and Finance.
• Communication: Excellent verbal and written communication, with the ability to present complex ideas clearly.
• Resilience & Adaptability: Thrive in a dynamic, fast‑moving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our industry. As Senior Director, you will have the opportunity to:

• Shape the future of Customer Success strategy across the organization.
• Lead cross‑functional initiatives that influence product development and go‑to‑market strategies.
• Mentor and develop the next generation of leaders within the Customer Success function.
• Participate in executive leadership meetings, gaining exposure to company‑wide strategy and decision making.
• Access continuous learning resources, including leadership development programs, industry conferences, and internal knowledge sharing sessions.
• Drive innovation by piloting new customer success technologies and methodologies.
• Expand your professional network through industry events, webinars, and strategic partnerships.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, autonomy, and a results‑oriented approach. Our culture is built on:

• Collaboration: Cross‑team collaboration is encouraged through regular virtual town halls, hackathons, and knowledge‑sharing sessions.
• Innovation: We invest heavily in research and development, encouraging employees to experiment and bring new ideas to life.
• Diversity & Inclusion: We celebrate diverse perspectives and are committed to creating an inclusive environment where everyone can thrive.
• Work‑Life Balance: Flexible working hours, generous paid time off, and a focus on mental health and well‑being.
• Community Impact: Employees are encouraged to volunteer and contribute to social causes through our corporate social responsibility initiatives.
• Recognition & Rewards: Regular recognition programs celebrate individual and team achievements.
• Learning Culture: Continuous learning is embedded in our processes, with access to online courses, mentorship, and knowledge hubs.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and the value you bring to brighthush:

• Base Salary: USD 176,800 – 221,000 per year, commensurate with experience.
• Performance Bonus: Up to 20% of base salary based on individual and company performance.
• Equity: Eligible for stock options as part of the executive compensation plan.
• 401(k) Matching: Company match up to 4% of your contributions.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, including mental health resources.
• Paid Time Off: Generous PTO policy with unlimited vacation days for senior leaders.
• Parental Leave: Generous parental leave policy for new parents.
• Professional Development: Annual budget for conferences, certifications, and training.
• Remote Work Stipend: Monthly stipend to support home office setup.
• Well‑Being Programs: Access to wellness apps, virtual fitness classes, and mindfulness sessions.

How to Apply

If you are a visionary leader with a passion for customer success, a proven record of driving revenue growth, and a desire to shape the future of customer engagement, we want to hear from you. Join brighthush and help us create unforgettable customer experiences that drive business success worldwide.

Ready to take the next step? Submit your application through our careers portal or reach out directly to our recruiting team. We look forward to exploring how your expertise can elevate brighthush to new heights.