Dynamic Customer Success Associate – Driving Growth & Impact in AI‑Enabled Social Impact Solutions

About brighthush

At brighthush, we’re on a mission to weave purpose into every pixel of the digital world. Founded in 2017, our AI‑native platform empowers businesses, nonprofits, and individuals to embed positive impact into their everyday operations. From facilitating billions in donations to enabling companies to align their products with social good, brighthush is the catalyst for a future where doing good is as natural as sending an email.

We’re backed by visionary investors who have fueled industry leaders such as Stripe and Airbnb, and we’re proud to partner with global brands like Google, OpenAI, TikTok, LinkedIn, HSBC, Atlassian, and Twilio. Our community also includes thousands of nonprofits—think the Red Cross, Cancer Research, and Oxfam—who rely on brighthush to unlock cutting‑edge technology and new funding streams.

In 2025 alone, we facilitated $5 billion in donations to good causes. That’s just the beginning. We’re building the world’s leading platform that powers donations to nonprofits globally, and we need passionate, high‑energy individuals to help us scale this impact.

Why Join brighthush?

We’re a fast‑growing startup that values bold vision, relentless execution, and a culture of learning. If you thrive in a dynamic environment, love solving complex problems, and want to see your work create measurable social impact, brighthush is the place for you.

• Competitive salary with regular reviews and equity options that let you share in our success.
• Comprehensive benefits: private health insurance, flexible work arrangements, and a generous WFH budget.
• Annual learning & development budget of $1,200 and access to the brighthush library.
• Wellness perks: paid sick leave, wellness leave, and a $300 “Brighten Your Day” budget.
• Work‑life balance: 25 days of annual leave, paid public holidays, and paid days off for volunteering, conferences, and birthdays.
• Eco‑friendly initiatives: carbon offsetting through Ecologi and a commitment to sustainability.
• Culture of inclusion: a diverse team representing 20+ nationalities across 5 continents.

Role Overview

As a Customer Success Associate at brighthush, you will be the linchpin that connects our AI‑powered platform to the organizations that rely on it. You’ll own the end‑to‑end customer journey, ensuring clients extract maximum value from our tools while driving retention, expansion, and a stellar Net Promoter Score (NPS).

Key Responsibilities

• Onboarding & Enablement: Lead comprehensive onboarding sessions for new accounts, guiding them through product setup, best practices, and self‑serve AI capabilities.
• Client Advocacy: Serve as the primary interface between clients and our internal delivery specialists, ensuring deadlines, quality benchmarks, and service agreements are consistently met.
• Usage & Growth Analytics: Monitor usage metrics to identify churn risks, manage renewal pipelines, and surface upsell or expansion opportunities within existing accounts.
• Escalation Management: Act as the key escalation point for client inquiries, friction points, and complaints, resolving operational issues or triaging technical bugs to internal teams efficiently.
• Feedback Loop: Collect customer feedback and NPS data systematically, translating client insights into actionable product and delivery recommendations.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Engineering to align on customer needs, feature requests, and roadmap priorities.
• Reporting & KPI Tracking: Maintain accurate records of key metrics—NPS, Net Revenue Retention (NRR), Gross Retention Rate (GRR), Renewal Rate, Monthly Active Users (MAU), self‑service feature utilization, Time‑to‑First‑Value (TTFV), ticket triage response/resolution time, and on‑time delivery completion rate.

Essential Qualifications

• Proven experience in Customer Success, Account Management, or Client Services—preferably within nonprofits, B2B SaaS, AI/automation tools, or tech‑enabled services.
• Strong stakeholder management skills with clear written and verbal communication.
• Demonstrated ability to handle client escalations, triage issues under pressure, and drive fast resolutions.
• Highly organized, detail‑oriented, and adept at juggling multiple priorities.
• Comfortable learning AI workflows and guiding clients toward software self‑sufficiency.
• Data‑driven mindset: ability to interpret usage metrics and translate insights into action.

Preferred Qualifications

• Experience working with AI‑powered grant writing or impact measurement tools.
• Background in nonprofit fundraising or social impact consulting.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Knowledge of the broader social impact ecosystem and key industry players.

Skills & Competencies

• Customer‑centric mindset with a passion for driving value.
• Excellent problem‑solving and analytical skills.
• Strong interpersonal skills and the ability to build trust with diverse stakeholders.
• Adaptability and resilience in a fast‑paced startup environment.
• Proficiency in English; additional languages are a plus.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Mentorship from senior leaders who have built successful tech‑impact companies.
• Regular training sessions on AI, product updates, and industry trends.
• Opportunities to contribute to product roadmap discussions and influence the future of our platform.
• Clear career pathways—from Customer Success Associate to Senior Customer Success Manager, and beyond into leadership roles.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to making a difference. You’ll experience:

• Open communication channels—weekly all‑hands meetings, transparent OKRs, and a culture of feedback.
• Inclusive decision‑making—every voice matters, and we celebrate diverse perspectives.
• Flexibility—remote‑first with optional on‑site days for team building.
• Community engagement—paid volunteer days, partnership with local nonprofits, and global impact projects.
• Fun—team lunches, game nights, and quarterly retreats.

Compensation & Benefits

While specific figures vary by role and experience, you can expect:

• Competitive base salary with annual reviews.
• Equity options that grow with the company.
• Private health insurance and a wellness stipend.
• Paid time off for volunteering, conferences, and personal milestones.
• Flexible work hours and a generous WFH budget.
• Carbon offsetting and sustainability initiatives.

How to Apply

Ready to join a team that’s redefining the intersection of technology and social good? Click the link below to submit your application and become part of brighthush’s mission to create a world where doing good is built into everything we do.

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Our Commitment to Diversity, Equity & Inclusion

brighthush proudly represents over 20 nationalities across five continents. We actively seek and welcome applicants from all walks of life, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe that a team that reflects the world we serve is stronger, wiser, and more innovative.

Join us, bring your unique perspective, and help us accelerate positive change—one client, one grant, one impact at a time.