Customer Success Manager – AI‑Powered Frontline Support & Training Lead for Social Services & Healthcare (US)

About brighthush

brighthush is a mission‑driven AI company that empowers frontline workers—social workers, clinicians, and human services teams—to deliver better, faster, and more compassionate care. With a global team of ambitious problem‑solvers, we blend cutting‑edge machine learning with a deep understanding of the human side of service delivery. Our flagship platform is already trusted by over 100,000 frontline professionals who use it to take notes, provide live interpretation, and manage phone calls, freeing them to focus on the people who need them most.

We are a fast‑growing startup that has earned recognition from industry leaders, media outlets such as TechCrunch, Forbes, and BBC, and investors who have founded companies like Booking.com, Calm, Shazam, and Dropbox. At brighthush, we believe that technology should serve society, not the other way around. That’s why we’re building AI tools that help people make a tangible difference in their communities.

Why Join brighthush?

At brighthush, you’ll be part of a high‑performance culture that values impact, learning, and collaboration. We’re looking for a Customer Success Manager who is ready to shape the future of frontline support, build a new function from scratch, and help us scale our AI solutions across the United States. If you thrive on solving complex problems, enjoy working in a startup environment, and want to make a real difference, this is the role for you.

Key Responsibilities

• Drive Adoption & Training
  • Lead onboarding sessions for new partner organizations, ensuring a smooth transition to brighthush’s platform.
  • Deliver engaging, interactive training both virtually and in person, tailoring content to the unique needs of each client.
  • Travel across the US (including short‑notice trips) to provide hands‑on support and build strong relationships with frontline teams.
  • Design simple, self‑serve resources, tutorials, and guides that help users develop strong habits and maximize platform value.
  • Focus on long‑term adoption, measuring usage metrics and iterating training programs to drive continuous improvement.
• Voice of the User
  • Collaborate closely with Product, Engineering, and Customer Support to surface user insights and prioritize feature enhancements.
  • Collect, analyze, and present structured feedback from frontline workers, translating real‑world challenges into actionable product improvements.
  • Advocate for the user in cross‑functional meetings, ensuring that the voice of the frontline remains central to our roadmap.
• Build the Playbook
  • Create and continuously improve help center content, guides, FAQs, and knowledge base articles.
  • Refine support processes and escalation workflows as we scale, ensuring consistency and efficiency.
  • Define what “great Customer Success” looks like in the US market, setting standards for onboarding, training, and support.
• Strategic Partnership
  • Act as a trusted advisor to partner organizations, helping them embed AI tools into their daily workflows.
  • Identify opportunities for upsell and expansion within existing accounts, collaborating with Sales to drive revenue growth.
  • Develop case studies and success stories that showcase the impact of brighthush’s solutions on frontline workers.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Social Sciences, or a related field.
• 3+ years of experience in Customer Success, Customer Adoption, or Training roles, preferably in SaaS or technology‑enabled service environments.
• Demonstrated ability to design and deliver impactful training programs for non‑technical audiences.
• Strong communication skills—both written and verbal—capable of building rapport with diverse stakeholders.
• Proven track record of driving adoption metrics, reducing churn, and improving customer satisfaction.
• Experience working with frontline workers (social workers, clinicians, human services) is highly desirable.
• Comfortable with travel across the US and flexible scheduling to meet client needs.

Preferred Qualifications & Bonus Skills

• Experience in early‑stage or high‑growth startup environments, where ambiguity and rapid change are the norm.
• Design skills and familiarity with tools such as Canva, PowerPoint, or similar platforms for creating engaging training materials.
• Knowledge of AI or machine‑learning concepts, especially as they apply to service delivery.
• Experience with customer success platforms (e.g., Gainsight, Totango, Intercom) and analytics tools.
• Fluency in additional languages (e.g., Spanish, French) is a plus for serving diverse communities.

Skills & Competencies for Success

• Empathy & Patience – Understanding that new AI technology can feel overwhelming and breaking it down into simple steps.
• Clear Communication – Articulating ideas in a friendly, concise, and approachable manner.
• Calm Under Pressure – Managing multiple support tickets, training sessions, and travel logistics without losing focus.
• Proactive Curiosity – Seeking trends, digging into root causes, and preventing issues before they arise.
• Builder Mindset – Excited to shape a new function from the ground up, comfortable with ambiguity, and eager to write the playbook.
• Strong analytical mindset – Using data to inform decisions and measure success.
• Team player – Collaborating across Product, Engineering, Sales, and Support to deliver a seamless customer experience.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As one of the first hires in the Customer Success function, you’ll:

• Lead the design and execution of a national enablement strategy, positioning yourself as a thought leader in the industry.
• Gain cross‑functional experience working closely with Product, Engineering, and Sales teams.
• Take ownership of high‑impact projects that directly influence the company’s trajectory and the lives of frontline workers.
• Participate in mentorship programs, leadership workshops, and industry conferences to expand your skill set.
• Advance into senior Customer Success or Product roles as brighthush scales globally.

Work Environment & Company Culture

brighthush fosters a culture of:

• Impact‑First Mindset – Every task is tied to a measurable outcome that benefits society.
• Open communication and transparency across all levels.
• Collaborative problem‑solving, where ideas from any team member are valued.
• Flexibility and work‑life balance, with remote options and flexible hours.
• Continuous learning, with access to courses, certifications, and industry events.
• Inclusive and diverse environment, where every voice is heard and respected.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $90,000 – $120,000 per year, commensurate with experience.
• Performance‑based bonuses tied to adoption metrics and customer satisfaction.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to learning platforms.
• Wellness programs, including gym memberships and mental health resources.
• Flexible work arrangements and remote work options.

Why This Role Matters

As a Customer Success Manager at brighthush, you’ll be the bridge between cutting‑edge AI technology and the people who use it every day to care for others. Your work will directly influence how frontline workers manage their caseloads, communicate with clients, and ultimately improve outcomes for vulnerable populations. By building the adoption engine from the ground up, you’ll shape the future of how AI supports social services across the United States.

Ready to Make an Impact?

If you’re passionate about leveraging technology to create positive social change, thrive in a fast‑paced startup environment, and want to build a high‑impact Customer Success function from scratch, we want to hear from you. Join brighthush and help us empower frontline workers to do more, faster, and with greater compassion.

Apply Today and start your journey toward a career that matters.