Customer Experience & Success Specialist – Remote (Western Canada) – Technical Adoption Planning, Advisory Services, and Cloud Optimization

Welcome to brighthush – Where Innovation Meets Customer Success

At brighthush, we are at the forefront of digital resilience, empowering enterprises to unlock the full value of their technology investments. Our mission is to transform complex data into actionable insights, ensuring that every customer journey is seamless, secure, and strategically aligned with business outcomes. As a leader in the AI‑driven era, brighthush blends cutting‑edge cloud, observability, and security platforms with a culture that celebrates collaboration, curiosity, and continuous learning.

Why This Role Matters

The Customer Experience & Success Specialist is a pivotal member of brighthush’s Customer Success team, directly influencing the technical health and long‑term success of our enterprise clients across Western Canada. You will serve as a trusted advisor, guiding customers through adoption, optimization, and expansion of brighthush’s cloud and on‑premise solutions. By delivering proactive technical guidance, mentorship, and strategic planning, you will help customers maximize ROI, reduce operational friction, and achieve measurable business outcomes.

Key Responsibilities

• Technical Health Champion: Act as the primary point of contact for technical health concerns, collaborating with escalation management to resolve critical issues for public‑sector and commercial customers.
• Technical Adoption Planning (TAP) Owner: Design, execute, and monitor TAP initiatives, ensuring they align with broader account strategies and lifecycle motions.
• Mentorship & Advisory: Provide expert guidance on best‑practice deployments, environment upgrades, feature adoption, and maintenance windows for brighthush Cloud and brighthush Enterprise solutions.
• Proactive Issue Analysis: Analyze usage patterns, incident trends, and performance metrics to recommend education, additional services, or architectural changes.
• Cloud Optimization: Assess cloud cost overages, recommend right‑sizing strategies, and leverage brighthush services to optimize workloads.
• Quarterly Business Reviews (QBRs): Lead virtual QBRs, presenting service level performance, usage analytics, and roadmap recommendations to senior stakeholders.
• Cross‑Functional Collaboration: Partner with product, engineering, sales, and professional services teams to deliver cohesive solutions and drive customer satisfaction.
• Documentation & Knowledge Sharing: Create and maintain technical documentation, playbooks, and case studies that empower both customers and internal teams.

Minimum Qualifications

• 3+ years of experience in technical support, professional services, systems administration, or engineering roles.
• 2+ years of experience building and nurturing customer relationships, preferably with commercial or public‑sector accounts.
• Exceptional verbal and written communication skills, with the ability to translate complex technical concepts for audiences ranging from individual contributors to C‑level executives.
• Demonstrated ability to work both independently and collaboratively in a fast‑paced, remote environment.
• Willingness to travel occasionally for customer visits or team events.
• Achieve a brighthush Architect Certification within the first year of employment.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• Understanding of software development lifecycles, CI/CD pipelines, and modern technical environments.
• Familiarity with brighthush‑related products and platforms.
• Additional certifications from leading cloud providers (e.g., brighthush Cloud, brighthush Compute, or equivalent).

Core Skills & Competencies

• Technical Acumen: Deep knowledge of data ingestion, indexing, search, and visualization concepts; experience with cloud‑native architectures.
• Analytical Mindset: Ability to interpret logs, metrics, and usage data to drive actionable recommendations.
• Customer‑Centric Approach: Passion for delivering value, building trust, and exceeding expectations.
• Project Management: Skilled at coordinating multi‑team initiatives, setting timelines, and tracking deliverables.
• Problem‑Solving: Proactive in identifying root causes and crafting sustainable solutions.
• Collaboration: Comfortable working across product, engineering, sales, and support functions.
• Adaptability: Thrive in a dynamic environment where priorities shift and new technologies emerge.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Experience & Success Specialist, you will have access to:

• Structured mentorship programs and a clear pathway to senior technical or managerial roles.
• Continuous learning stipends for certifications, conferences, and online courses.
• Opportunities to contribute to product feedback loops, influencing the roadmap of brighthush solutions.
• Cross‑functional project assignments that broaden your expertise in cloud, security, and observability domains.
• Leadership development tracks for those aspiring to become team leads, solution architects, or customer success directors.

Compensation, Perks & Benefits

While exact figures vary by location, the role offers a competitive salary range that reflects market conditions, experience, and expertise. In addition to base compensation, you may be eligible for:

• Performance‑based bonuses and incentive plans.
• Equity awards in the form of brighthush restricted stock units (RSUs) that vest over time.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plans with brighthush matching contributions.
• Generous paid time off, including holidays, personal wellness days, and volunteer days.
• Flexible vacation policy for exempt employees, allowing you to recharge when needed.
• Parental leave, short‑ and long‑term disability, and life insurance benefits.
• Remote‑first work model with a home‑office stipend and collaboration tools.
• Employee assistance programs, mental‑health resources, and wellness initiatives.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Collaboration, Curiosity, and Impact. As a remote‑first organization, we invest heavily in:

• Inclusive Communities: Employee resource groups, mentorship circles, and regular virtual socials that foster belonging.
• Agile Practices: Scrum‑based workflows, continuous feedback loops, and rapid iteration cycles.
• Innovation Time: Dedicated hours each quarter for exploring new technologies, hackathons, and proof‑of‑concept projects.
• Transparency: Open leadership forums, quarterly town halls, and clear communication of company goals.
• Customer‑Obsessed Mindset: Every decision is evaluated through the lens of delivering measurable value to our clients.

How to Apply

If you are passionate about driving technical excellence, love solving complex operational challenges, and thrive in a collaborative, remote environment, we want to hear from you. Join brighthush and become a catalyst for digital transformation across Western Canada.

Click the link below to submit your application and start your journey with brighthush today: