Director, Customer Success

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed byApollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

We are looking for a Director, Customer Success to join our growing team! In this role, you will be responsible for leading the company's customer complaint and escalation management strategy while proactively identifying and resolving systemic customer pain points. You will serve as the executive voice of the customer, ensuring that feedback, complaints, and escalations are translated into meaningful improvements across products, policies, and operations. You will partner closely with executive leadership and cross-functional teams to protect brand reputation, improve customer outcomes, and drive long-term loyalty.

As Director, Customer Success, your duties and responsibilities will include:

Customer Complaint & Escalation Management

• Own the end-to-end customer complaint management framework across all channels
• Establish standards, SLAs, and governance for complaint intake, investigation, and resolution.
• Ensure consistent, fair, and compliant handling of customer complaints
• Reduce repeat complaints through root cause identification and corrective action

Executive & High-Priority Escalations

• Serve as the primary owner for executive-level and high-risk customer escalations
• Partner with Legal, Compliance, Product, Operations, and Executive Leadership to resolve sensitive cases
• Develop and maintain escalation playbooks and communication protocols
• Deliver concise executive summaries outlining issue drivers, resolutions, and prevention strategies

Proactive Customer Insight & Pain Point Identification

• Analyze customer feedback from complaints, surveys, NPS/CSAT, call listening, and social channels
• Identify recurring issues across the customer journey and quantify customer impact
• Surface emerging risks and trends before they escalate into widespread customer dissatisfaction
• Act as the centralized "voice of the customer" for leadership decision-making

Solution Design & Continuous Improvement

• Lead cross-functional initiatives to eliminate root causes of customer issues
• Partner with Product, Engineering, Marketing, Training, and Operations to implement solutions
• Validate improvements through customer feedback, operational metrics, and pilot programs
• Ensure solutions align with customer needs, operational efficiency, and business goals

Advocacy Strategy & Leadership

• Define and execute the customer advocacy strategy and roadmap
• Embed customer-centric thinking into policies, processes, and decision-making
• Influence organizational priorities using data-driven customer insights
• Position the advocacy organization as a trusted strategic partner to the business

Team Leadership & Development

• Build, lead, and develop a high-performing customer advocacy team
• Establish clear roles, performance expectations, and career development paths
• Coach team members on empathy, critical thinking, de-escalation, and executive communication
• Foster a culture of ownership, accountability, and customer obsession

Reporting, Metrics & Executive Communication

• Define KPIs to measure complaint resolution effectiveness and customer sentiment
• Deliver regular executive and leadership reporting on trends, risks, and outcomes
• Present actionable insights and recommendations to senior leaders
• Track post-resolution performance to ensure sustained improvement

Risk Management & Brand Protection

• Identify customer issues that present reputational, financial, or regulatory risk
• Partner with Legal and Compliance to mitigate exposure and ensure appropriate responses
• Ensure learnings from escalations are institutionalized to prevent recurrence

WHAT IT TAKES TO CATCH OUR EYE:

• 8+ years of experience in Customer Experience, Customer Advocacy, Operations, or Escalations
• Proven leadership experience managing complaint resolution and executive escalations
• Strong background in contact center, B2C, or customer-facing operational environments
• Demonstrated success influencing cross-functional teams without direct authority
• Exceptional written and verbal communication skills, including executive-level presentations
• Strong analytical skills with the ability to translate customer data into business action

KEY COMPETENCIES:

• Executive presence and stakeholder management
• Advanced complaint and escalation handling
• Root cause analysis and continuous improvement
• Data-driven decision-making
• Change management and organizational influence

#LI-SS1

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belongingare at the center of our grounding belief inBeing Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed's Privacy Notice for California Residents
• Brightspeed's Privacy Notice