Introduction
At brighthush, we are redefining how businesses connect, collaborate, and close deals in a digital-first world. Our mission is to empower organizations worldwide to accelerate growth, streamline operations, and create lasting value through intelligent, data‑driven customer success solutions. With a global footprint spanning over 180 countries and a customer base that includes more than 1.5 million enterprises, brighthush is the trusted partner for companies that want to transform agreements into actionable insights.
We are looking for a visionary leader to join our Global Customer Success (GCCS) team as the Customer Value Program Director. In this role, you will become the connective tissue that aligns strategy, execution, and impact across regions, functions, and technology platforms. You will translate executive priorities into measurable outcomes, drive adoption of our Customer Value Program (CVRP), and ensure that every customer interaction delivers maximum value.
About the Role
The Customer Value Program Director is an individual contributor who reports directly to the Global Vice President of Customer Success. You will own the end‑to‑end delivery of high‑impact programs that span the entire customer lifecycle—from onboarding and adoption to renewal and expansion. Your influence will shape how brighthush delivers value to customers, how we measure success, and how we continuously improve our operating model.
Key Responsibilities
Strategic Program Leadership
- Translate GCCS leadership priorities into integrated, region‑agnostic plans that include milestones, owners, decision rights, and measurable outcomes.
- Establish and maintain program governance frameworks—charters, operating cadences, RACI matrices, decision logs, stage gates, and escalation paths—to ensure clarity and accountability.
- Lead cross‑functional steering committees and executive briefings, providing concise, data‑driven updates on progress, risks, and required actions.
Execution & Adoption
- Drive the full lifecycle of global and regional initiatives, from strategy through implementation, adoption, and continuous optimization.
- Coordinate with GCCS, Customer Success Operations, GTM Strategy, Finance, Enablement, Sales, Renewals, Product, Marketing, Data & Analytics, HR, and regional teams to align priorities and maintain accountability.
- Develop and execute change‑management strategies that cover stakeholder impact, readiness, communications, manager enablement, training, resistance management, and reinforcement.
Process & System Optimization
- Identify root causes of inefficiencies, remove systemic barriers, and eliminate duplicated effort across processes and systems.
- Champion scalable, multi‑system execution that supports consistent launch readiness, field execution, post‑launch retrospectives, and continuous improvement.
- Guide the strategy component of regional and global Quarterly Business Review (QBR) preparations for all GCCS functions (CSAM, SCM, SH).
Essential Qualifications
- 12+ years of experience in program or change management, with a focus on customer‑success, services, education, or operations.
- Proven track record leading complex, global, multicultural programs that require alignment across multiple regions and functions.
- Expertise in translating leadership priorities into integrated plans, governance, operating cadences, and accountable execution.
- Strong background in software process optimization, cross‑functional deployments, operating‑model changes, or large‑scale implementations.
- Advanced skills in scope, milestone, dependency, risk, and issue management, coupled with the ability to use data to guide decisions.
- Experience influencing teams without direct authority and a proven ability to build consensus among senior stakeholders.
- Bachelor’s degree or equivalent experience.
Preferred Qualifications
- Experience supporting GCCS, Commercial/SMB Customer Success, Scaled Customer Management, or Success Hub operating models.
- Track record managing strategic initiatives such as CVRP, adoption, retention, renewal, or IAM‑conversion programs.
- Proficiency in developing change impact assessments, readiness plans, manager toolkits, communication cascades, training plans, and adoption strategies.
- Ability to define ambitious program goals, MVPs or MVDs, success measures, executive reporting, and operating cadences across multiple initiatives.
- Experience designing lifecycle, digital, self‑service, or one‑to‑many programs that support customer activation, adoption, retention, or expansion.
- Background in organizational change, process redesign, operating‑model transformation, or multi‑system execution.
- Familiarity with AI capabilities, automation, or modern operating tools, with strong technical aptitude and problem‑solving skills.
- Proficiency with program‑management and collaboration tools such as Jira Apply for this job