Senior Customer Engineer – Enterprise Technical Strategist & Implementation Lead (Remote, East Coast)

About brighthush

brighthush is a trailblazing SaaS company that empowers businesses to unlock the full potential of their digital products. With a mission to turn data into insight and insight into action, we provide a unified platform that blends product analytics, user feedback, and in‑app guidance into a single, intuitive experience. Our customers range from fast‑growing startups to Fortune 500 enterprises, all of whom rely on brighthush to drive product adoption, reduce churn, and accelerate revenue growth.

At brighthush, we believe that technology should be a catalyst for transformation, not a barrier. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We invest heavily in learning, experimentation, and the responsible use of AI to help our teams work smarter, faster, and more creatively.

Why Join brighthush?

• Impact at Scale: Your work will directly influence how thousands of customers use and derive value from our platform.
• Remote Flexibility: This role is fully remote, supporting an East Coast territory, giving you the freedom to work from anywhere while staying connected to a vibrant, distributed team.
• Career Growth: We offer clear pathways to senior leadership roles, including Director of Customer Engineering, VP of Customer Success, and beyond.
• Learning & Development: Access to internal training, industry conferences, and a generous budget for external courses.
• Inclusive Culture: A diverse, supportive environment where every voice is heard and every idea is valued.
• Competitive Compensation: Base salary, performance bonuses, equity, and a comprehensive benefits package.

Role Overview

As a Senior Customer Engineer at brighthush, you will be the technical backbone of our customer journey, bridging the gap between product innovation and real‑world business outcomes. You will own a portfolio of strategic Enterprise accounts, guiding them through acquisition, implementation, adoption, expansion, and escalation. Your expertise will shape the way our customers achieve success, while your insights will drive continuous improvement across the entire Customer Engineering organization.

Key Responsibilities

• Pre‑Sales & Acquisition: Partner with Account Directors to identify customer pain points, craft compelling demos, and lead technical evaluations. You will translate complex product capabilities into clear, business‑relevant value propositions.
• Strategic Implementation: Own the end‑to‑end onboarding of high‑value customers. Develop customized implementation playbooks, coordinate cross‑functional teams, and ensure seamless integrations with customers’ existing tech stacks.
• Value Realization & Adoption: Monitor adoption metrics, diagnose under‑utilization, and design targeted interventions that drive measurable ROI. Translate technical work into tangible business outcomes such as increased retention, higher NPS, and expanded product usage.
• Technical Escalation Lead: Serve as the first line of defense for complex technical challenges. Resolve ambiguous problems, coordinate with Product and Engineering when necessary, and document solutions for future reference.
• Team Capability Building: Create reusable playbooks, document repeatable fixes, and coach junior engineers. Leverage AI tools to accelerate content creation, surface patterns across accounts, and share best practices.
• Account Health & Strategy: Conduct regular health checks, identify risks, and develop mitigation plans. Act as a trusted advisor to both customers and internal stakeholders, influencing product roadmap and service delivery.
• Quarterly Business Outcomes: Drive measurable improvements in customer health, retention, and expansion. Contribute frameworks and processes that become standard practice across the Customer Engineering team.

Essential Qualifications

• 5–8 years of experience in a customer‑facing technical role (Sales Engineering, Solutions Engineering, Technical Account Management, Customer Engineering, Professional Services, or Solutions Architecture).
• Deep hands‑on expertise with web technologies: HTML, CSS, JavaScript, and REST APIs. Proven ability to architect and troubleshoot complex front‑end implementations.
• Track record of managing strategic Enterprise accounts with executive‑level stakeholders, navigating competing priorities and complex technical or business requirements.
• Exceptional problem‑solving skills: ability to resolve ambiguous challenges involving multiple variables, constraints, and trade‑offs.
• Demonstrated success in linking technical execution to business outcomes such as retention, expansion, and revenue growth.

Preferred Qualifications

• Experience with SaaS product analytics and in‑app guidance tools.
• Familiarity with AI/ML concepts and a passion for integrating AI into workflow automation.
• Strong communication skills, capable of translating technical details into clear, business‑centric narratives.
• Leadership experience mentoring junior engineers or leading cross‑functional projects.
• Knowledge of DevOps practices, CI/CD pipelines, and cloud platforms (AWS, Azure, GCP).

Core Skills & Competencies

• Technical Proficiency: Advanced front‑end development, API integration, and troubleshooting.
• Strategic Thinking: Ability to align technical solutions with long‑term business goals.
• Customer Advocacy: Deep empathy for customer challenges and a relentless drive to deliver value.
• Collaboration: Proven track record of working effectively with sales, product, engineering, and support teams.
• AI Fluency: Comfortable experimenting with generative AI, automation tools, and data‑driven decision making.
• Project Management: Skilled at planning, prioritizing, and executing complex initiatives on time and within scope.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Senior Customer Engineer, you will:

• Progress to Lead Customer Engineer, overseeing a team of technical specialists.
• Transition into a Director of Customer Engineering role, shaping strategy and scaling the organization.
• Explore cross‑functional paths such as Product Management, Solutions Architecture, or Enterprise Consulting.
• Participate in leadership development programs, mentorship circles, and industry speaking engagements.
• Benefit from a generous learning stipend, allowing you to pursue certifications, courses, and conferences that align with your career goals.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You will collaborate with a diverse, globally distributed team that values:

• Autonomy: You set your own schedule and work in a flexible environment that respects work‑life balance.
• Collaboration: Regular virtual huddles, cross‑team workshops, and open channels for idea exchange.
• Innovation: A sandbox mentality where experimentation with new tools, especially AI, is encouraged and rewarded.
• Inclusivity: A culture that celebrates differences, fosters belonging, and actively supports under‑represented voices.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior technical roles.
• Performance‑based bonuses tied to customer success metrics.
• Equity options that allow you to share in the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible holiday scheduling.
• Wellness stipend, mental health resources, and access to virtual fitness classes.
• Generous learning budget and access to industry conferences.

How to Apply

If you are a proactive, AI‑savvy technical leader who thrives on solving complex problems and driving customer success, we want to hear from you. Join brighthush and help shape the future of product analytics and user experience.

Ready to make an impact? Submit your application through our careers portal and let’s start a conversation about how you can contribute to our mission.