Customer Success Champion – English‑Speaking – Remote, AI‑Powered SaaS Research Collaboration Platform

About brighthush

brighthush is redefining how researchers, clinicians, and data scientists discover, organize, and synthesize evidence from the world’s most comprehensive research repositories. Our AI‑assisted workbench accelerates the entire research lifecycle—from searching and extracting key insights to collaboratively building evidence‑based decision frameworks. With a mission to democratize access to high‑quality research, we empower teams worldwide to make faster, smarter, and more transparent decisions.

Founded in the heart of the innovation corridor, brighthush has grown from a lean startup to a global SaaS platform trusted by universities, hospitals, and industry leaders. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We’re looking for a passionate, proactive, and customer‑centric professional to join our remote team as a Customer Success Champion and help shape the future of research collaboration.

Why brighthush?

• Impact at Scale – Your work will directly influence how thousands of researchers and clinicians access critical evidence, improving patient outcomes and scientific discovery.
• Mission‑Driven Team – Join a globally distributed group of innovators who are passionate about making research accessible and actionable.
• Growth & Learning – We invest heavily in professional development, offering learning stipends, mentorship, and the opportunity to lead cross‑functional initiatives.
• Flexible Remote Culture – Work from anywhere, with flexible hours that respect your work‑life balance.
• Competitive Compensation & Perks – We offer a comprehensive benefits package, including health, vision, and dental coverage, a generous wellness stipend, and equity opportunities.

Key Responsibilities

As a Customer Success Champion, you will be the linchpin between our product, our customers, and our internal teams. Your day‑to‑day activities will include:

• Managing the full customer lifecycle—from onboarding and adoption to renewal and expansion—using our Zendesk ticketing system and CRM.
• Designing and delivering engaging onboarding journeys that help new users quickly realize value from brighthush’s AI‑powered features.
• Hosting live webinars, training sessions, and Q&A forums to empower users and promote best practices.
• Creating, curating, and maintaining a knowledge base that is clear, concise, and searchable, ensuring customers can find answers independently.
• Monitoring customer health scores, engagement metrics, and usage patterns to proactively identify and resolve potential churn risks.
• Collecting, analyzing, and presenting user feedback to Product and Engineering, driving continuous improvement of the platform.
• Identifying opportunities for automation and AI‑driven support tools to streamline workflows and increase efficiency.
• Collaborating with Sales, Marketing, and Support to develop playbooks, FAQs, and internal documentation that elevate the overall customer experience.
• Acting as a trusted advisor to customers, understanding their business objectives, and recommending features or integrations that align with their goals.

Essential Qualifications

• Fluency in English, both written and spoken.
• Minimum of 2 years’ experience in Customer Success, Technical Support, or SaaS customer‑facing roles.
• Proficiency with Zendesk (or comparable ticketing platforms) and CRM systems such as Zoho CRM.
• Demonstrated experience hosting webinars, workshops, or online training sessions.
• Strong documentation skills—capable of producing clear, user‑friendly knowledge base articles and internal playbooks.
• Process‑oriented mindset with a proven track record of identifying and implementing workflow improvements.
• Collaborative spirit and a genuine passion for elevating the customer experience.
• Experience in a research, academic, or evidence‑based decision‑making environment is a plus.

Preferred Qualifications & Skills

• Experience working with AI‑powered tools or platforms.
• Familiarity with Microsoft Office 365, Google Workspace, and webinar tools such as Zoom, GoToWebinar, or Webex.
• Knowledge of additional languages beyond English (e.g., Spanish, French, Mandarin) is a valuable asset.
• Background in data analysis or experience with analytics dashboards (e.g., Tableau, Power BI).
• Strong communication skills, with the ability to translate complex technical concepts into simple, actionable insights.

What You’ll Gain

• Career Advancement – As a key member of the Customer Success team, you’ll have the opportunity to move into senior roles such as Customer Success Manager, Director of Customer Success, or Product Evangelist.
• Skill Development – You’ll sharpen your expertise in AI, data analytics, customer journey mapping, and product evangelism.
• Mentorship & Leadership – Work alongside seasoned professionals who will guide you in building your career path.
• Impactful Projects – Lead initiatives that shape the product roadmap, influence feature development, and drive customer satisfaction.
• Global Exposure – Collaborate with customers and teammates across multiple time zones, gaining a truly international perspective.

Work Environment & Culture

At brighthush, we believe that a supportive, inclusive, and innovative culture fuels success. Our remote-first environment is designed to foster collaboration, creativity, and continuous learning. We celebrate diversity, encourage open dialogue, and provide the tools and resources needed for you to thrive.

Our core values include:

• Customer Obsession – We put our users at the center of everything we do.
• Innovation & Curiosity – We constantly explore new ideas and technologies.
• Collaboration & Respect – We work together, share knowledge, and support one another.
• Integrity & Accountability – We hold ourselves to the highest standards of honesty and responsibility.

Compensation & Benefits

While specific figures vary by experience and location, we offer a competitive salary package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, vision, and dental insurance.
• Wellness stipend for gym memberships, fitness classes, or mental health resources.
• Generous paid time off, including vacation, sick leave, and personal days.
• Learning and development stipend to support courses, certifications, and conferences.
• Flexible work hours and a fully remote work arrangement.

How to Apply

Ready to join a team that’s changing the way research is conducted worldwide? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Success Champion role at brighthush. We’re excited to hear how your experience and passion align with our mission.

Apply now and become a pivotal part of the brighthush journey—where every success story starts with a single conversation.