Founding Customer Success Manager – Driving Growth & Retention for AI‑Powered Conversational Platforms at brighthush

About brighthush

brighthush is a trailblazing AI agent platform that powers millions of customer conversations for more than 13,000 of the world’s most recognizable brands and enterprises. Launched in 2023 just after the wave of generative AI breakthroughs, we quickly became the most popular Retrieval‑Augmented Generation (RAG) chatbot on the market. Today, brighthush is the go‑to solution for modern support, marketing, and sales teams that want to deliver instant, intelligent, and personalized interactions at scale.

We are a bootstrapped, profitable company that recently surpassed $10 million in annual recurring revenue. With a lean, high‑impact team and a culture that prizes ownership, transparency, and relentless customer obsession, there has never been a better time to join us and help shape the future of AI‑driven customer experience.

How We Work

At brighthush, we operate on a simple but powerful principle: high ownership, high output. Every team member is responsible for end‑to‑end outcomes, from ideation to execution. We thrive on precision, speed, and the ability to unblock ourselves and others.

We treat feedback as a gift. Direct, constructive, and ego‑free, it fuels continuous improvement and keeps us moving forward faster than the competition.

Customer obsession is at the core of everything we do. We actively engage with our customers, listen to their pain points, and relentlessly deliver value that keeps them coming back.

About the Role

This is a founding Customer Success Manager (CSM) position reporting directly to the Head of GTM. You will own a portfolio of our most strategic customers and be accountable for their Net Revenue Retention (NRR). Your success will be measured by how much these accounts grow on brighthush over time.

In this role, you will become the trusted advisor for our customers, deeply understanding their business objectives, uncovering new use cases, and guiding them to continuously improve their AI agents. You will be the bridge between product, engineering, and the customer, ensuring that every interaction drives measurable business impact.

Key Responsibilities

• Portfolio Ownership: Manage a curated set of high‑value accounts, serving as the single point of contact for all customer success initiatives.
• Growth & Retention: Drive expansion opportunities, upsells, and cross‑sell initiatives that increase the lifetime value of each account.
• Customer Advocacy: Build strong, long‑lasting relationships with C‑suite executives, product leads, and technical teams.
• Onboarding & Enablement: Lead the end‑to‑end onboarding process, ensuring customers achieve rapid time‑to‑value.
• Product Evangelism: Act as a product evangelist, gathering customer feedback, translating it into actionable insights for product teams.
• Data‑Driven Success: Use analytics and dashboards to track adoption, usage patterns, and health metrics; present findings to stakeholders.
• Issue Escalation & Resolution: Own the resolution of high‑impact issues, coordinating with engineering, support, and product to deliver swift, effective solutions.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer conferences, positioning the brand as a thought leader in AI‑powered customer experience.

Essential Qualifications

• Minimum 2 years of experience in high‑growth startups, preferably in Customer Success, Account Management, or Technical Consulting.
• Proven track record of growing and retaining customer relationships, with measurable results in NRR or similar metrics.
• Strong technical curiosity and hands‑on experience with AI/ML products or SaaS platforms.
• Exceptional communication skills—both written and verbal—across all levels of an organization.
• Data‑driven mindset: comfortable working with dashboards, metrics, and deriving actionable insights.
• Self‑starter who thrives in a fast‑paced, ambiguous environment and can take full ownership of outcomes.

Preferred Qualifications

• Experience working with Retrieval‑Augmented Generation (RAG) or conversational AI solutions.
• Background in customer support or technical consulting for enterprise software.
• Knowledge of AI ethics, data privacy, and compliance frameworks.
• Experience leading cross‑functional initiatives and driving product roadmap decisions.
• Fluency in multiple languages or experience working with global teams.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Relationship Building: Build trust quickly and maintain long‑term partnerships.
• Analytical Acumen: Translate data into actionable plans and communicate insights effectively.
• Problem Solving: Resolve complex issues creatively and efficiently.
• Collaboration: Work seamlessly with product, engineering, marketing, and sales teams.
• Adaptability: Pivot quickly in response to changing priorities and market dynamics.

Career Growth & Learning Opportunities

As a founding member of the Customer Success team, you will shape the processes, tools, and culture that will define the department for years to come. You’ll have the chance to:

• Lead the design of a scalable customer success framework that can be replicated across new markets.
• Mentor junior CSMs and build a high‑performance team.
• Collaborate with product leaders to influence the roadmap based on real‑world customer needs.
• Attend industry conferences, workshops, and training programs to stay ahead of AI and customer experience trends.
• Progress into senior leadership roles such as Head of Customer Success, VP of Customer Experience, or Chief Customer Officer.

Work Environment & Culture at brighthush

Our office is located in downtown Toronto, offering a vibrant, collaborative workspace with state‑of‑the‑art amenities. We value:

• Ownership: Every team member is empowered to make decisions and drive results.
• Transparency: Open communication across all levels, with regular all‑hands meetings and transparent OKRs.
• Continuous Learning: Access to learning platforms, internal knowledge bases, and a culture that encourages experimentation.
• Work‑Life Balance: While we are results‑driven, we respect personal time and offer flexible scheduling where possible.
• Diversity & Inclusion: A welcoming environment that celebrates diverse perspectives and backgrounds.

Compensation & Perks

We offer a competitive base salary commensurate with experience, uncapped commissions tied to NRR growth, and generous early‑stage equity that reflects your impact on the company’s success. Additional perks include:

• Health, dental, and vision insurance.
• Unlimited paid time off and a generous holiday schedule.
• Monthly team lunches, off‑site retreats, and social events.
• Continuous professional development budget.
• Access to cutting‑edge AI tools and resources.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining how businesses interact with their customers. You’ll have the autonomy to shape the customer success function, the opportunity to work with world‑class AI technology, and the chance to grow your career alongside a company that values ownership, transparency, and customer obsession.

If you are a proactive, customer‑centric professional who thrives in a fast‑paced startup environment and is eager to make a tangible impact on the growth of a groundbreaking AI platform, we want to hear from you.

Apply Today

Ready to take the next step in your career and help shape the future of AI‑powered customer experience? Submit your application now and join brighthush in building the next generation of intelligent conversational solutions.