Remote Director of Customer Success – AI‑Native Strategy & Growth Leadership at brighthush

About brighthush

brighthush is a trailblazing AI‑native platform that seamlessly connects developers, enterprises, and innovators to the most powerful large language models and cloud hosting providers. Founded in 2023, brighthush has rapidly evolved into a pivotal hub for AI experimentation and production, empowering teams worldwide to build, deploy, and scale intelligent applications with unprecedented speed and reliability. With a lean, high‑impact team of 11‑50 employees, we thrive on agility, creativity, and a relentless focus on customer success.

Our mission is simple yet ambitious: to democratize AI by making it accessible, affordable, and scalable for every organization, from startups to Fortune 100s. We do this by offering a unified, API‑first interface that abstracts the complexities of model routing, inference economics, latency, and reliability. As we continue to grow, we’re looking for visionary leaders who can shape the future of customer success in an AI‑centric world.

Why Join brighthush?

• Impact at Scale: Your work will directly influence how thousands of developers and enterprises adopt and thrive on AI, driving real business outcomes.
• Remote‑First Culture: Fully remote, with a flexible schedule that respects work‑life balance while fostering collaboration across time zones.
• Innovation‑Driven Environment: Collaborate with world‑class engineers, product managers, and data scientists to build cutting‑edge AI tools and customer engagement systems.
• Growth Opportunities: Rapid career progression in a fast‑moving startup, with the chance to shape company strategy and lead high‑performance teams.
• Competitive Compensation: Market‑aligned base salary, performance‑based equity, and a comprehensive benefits package.

Role Overview

As the Remote Director of Customer Success at brighthush, you will be the architect and champion of our AI‑native customer success organization. You will own the end‑to‑end customer journey—from onboarding through adoption, value realization, retention, and expansion—while building scalable systems, processes, and a high‑performance team that delivers measurable outcomes. Your leadership will drive gross and net revenue retention, customer health, and inference consumption growth across diverse segments, from developers to enterprise clients.

Key Responsibilities

• Build an AI‑Native Customer Success Organization: Design and execute a forward‑looking strategy that leverages intelligent automation, AI‑powered workflows, and high‑impact engagement to scale without proportional headcount growth.
• Drive Adoption & Customer Value: Own the customer journey, ensuring seamless onboarding, rapid production adoption, and continuous value realization that translates into measurable business outcomes.
• Own Retention & Growth: Lead initiatives to maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), partnering with Sales on strategic renewals and expansion opportunities.
• Build Scalable Customer Engagement: Develop AI‑powered lifecycle programs, customer intelligence dashboards, and proactive risk mitigation strategies that identify growth opportunities and deliver personalized engagement at scale.
• Lead Strategic Customer Relationships: Cultivate trusted relationships with developers, technical leaders, founders, and executives at the world’s most innovative AI companies and enterprises.
• Build a High‑Performance Team: Recruit, mentor, and develop Customer Success Managers who blend technical fluency, commercial acumen, and deep customer ownership.
• Drive Operational Excellence: Establish robust customer health frameworks, success plans, adoption milestones, executive business reviews, and data‑driven metrics that track customer outcomes.
• Partner Cross‑Functionally: Collaborate closely with Sales, Forward Deployed Engineering, Product, and Support to accelerate activation, resolve adoption barriers, and uncover new growth levers.
• Turn Customer Insights Into Action: Leverage product telemetry, inference usage, customer feedback, and business signals to inform proactive engagement and influence product strategy.

Essential Qualifications

• 8+ years of progressive experience in Customer Success, account management, or related post‑sales functions.
• 4+ years of leadership experience driving significant growth in a high‑velocity, AI‑native or developer‑first environment.
• Proven track record of building scalable Customer Success programs, workflows, automations, or AI‑powered systems that materially improve customer outcomes and team effectiveness.
• Deep understanding of APIs, SDKs, LLMs, inference infrastructure, and the challenges of moving AI applications from experimentation to production.
• Demonstrated success in driving retention, expansion, NRR, GRR, and consumption growth in usage‑based or subscription businesses.
• Exceptional communication skills, comfortable engaging with developers, engineering leaders, founders, and C‑level executives.
• Experience building repeatable engagement models that support significant growth without proportional headcount increases.
• Data‑driven mindset: use product usage, customer health, adoption signals, and revenue data to prioritize engagement and drive outcomes.
• Ability to thrive in ambiguity, balancing hands‑on customer work with building long‑term organizational capabilities.
• Passion for measurable customer outcomes, not just relationship management.
• Leadership style that embraces experimentation, rapid iteration, and shipping results.
• Comfort with AI agents, automation, and leveraging technology to extend organizational capabilities.
• Commercial acumen: ownership of retention, expansion, and customer value.
• Experience turning recurring customer challenges into scalable systems and playbooks.
• Belief that the best Customer Success organizations combine exceptional people with exceptional leverage.
• Experience in a leading LLM model lab, AI inference platform, or developer‑first AI infrastructure company is highly desirable.
• Experience managing enterprise and AI‑native startup customer segments.
• Experience building AI agents, automated customer lifecycle programs, or intelligent engagement workflows.
• Familiarity with model routing, inference economics, latency, reliability, and production AI workloads.
• Experience partnering closely with Forward Deployed Engineering or technical implementation teams.

Preferred Qualifications

• Background in a consumption‑based, product‑led growth environment.
• Experience scaling Customer Success in a hyperscaling AI‑native company.
• Track record of building high‑performance teams that exceed ambitious metrics.
• Strong network within the AI developer community and enterprise ecosystem.
• Proficiency in data analytics tools (SQL, Looker, Tableau) and customer success platforms (Gainsight, Totango, or similar).
• Experience with AI‑driven customer segmentation and predictive analytics.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Leadership
• Data‑Driven Decision Making
• Technical Fluency (AI, ML, Cloud)
• Cross‑Functional Collaboration
• Change Management & Process Design
• Mentorship & Team Development
• Communication & Storytelling
• Agility & Adaptability
• Results Orientation & Accountability

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the AI landscape. As Director of Customer Success, you will:

• Lead the design of a world‑class customer success organization, setting standards that will shape the industry.
• Collaborate with senior leadership on product strategy, influencing the roadmap based on customer insights.
• Mentor and grow a high‑performance team, building a legacy of talent and operational excellence.
• Participate in executive‑level discussions, shaping company vision and strategy.
• Access continuous learning resources, including AI research, industry conferences, and internal knowledge sharing.

Work Environment & Company Culture

brighthush embodies a culture of innovation, transparency, and empowerment. We value:

• Autonomy: Empowered teams that own their outcomes and drive change.
• Collaboration: Cross‑functional partnerships that break down silos.
• Continuous Learning: Regular hackathons, knowledge sessions, and access to cutting‑edge AI research.
• Diversity & Inclusion: A welcoming environment where diverse perspectives fuel creativity.
• Work‑Life Balance: Flexible schedules, remote work, and a focus on well‑being.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior leadership in AI and customer success.
• Performance‑based equity that aligns your success with the company’s growth.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Unlimited paid time off and flexible vacation policies.
• Professional development stipend and conference reimbursement.
• Well‑being resources, including mental health support and wellness programs.

How to Apply

Ready to lead the next wave of AI customer success? Submit your resume and a cover letter detailing your vision for an AI‑native Customer Success organization. We’re excited to hear how you’ll help brighthush empower developers and enterprises worldwide.