Senior Customer Engineer – Enterprise Technical Strategy, Adoption & Expansion Lead (Remote – East Coast)

About brighthush – Shaping the Future of Software Experiences

At brighthush, we are on a mission to transform how people interact with software. Founded by visionary product leaders, we built a platform that empowers product teams to understand user behavior, drive adoption, and deliver measurable business outcomes. As a fast‑growing, venture‑backed technology company, brighthush combines deep product expertise with a relentless focus on customer success. Our culture is built on four core values – Bias to Act, Hone Your Craft, The Team is brighthush, and Maniacal Focus – that guide every decision and inspire every team member to push the boundaries of what’s possible.

Why This Role Matters

The Customer Engineering team at brighthush is the technical backbone of the entire customer journey, from the first pre‑sales conversation through post‑implementation adoption and expansion. By unifying the traditionally siloed functions of Customer Success, Technical Account Management, and Solutions Engineering, we provide a single, full‑lifecycle technical owner for each enterprise client. As a Senior Customer Engineer, you will be the strategic partner who translates complex technical execution into tangible business value, ensuring that our customers not only adopt brighthush but also realize a measurable return on their investment.

Key Responsibilities – What Your Day Looks Like

1. Strategic Pre‑Sales Partnership

• Collaborate closely with Account Directors to identify high‑impact opportunities during the acquisition phase.
• Conduct deep discovery sessions, craft tailored demos, and lead technical evaluations that align with customer success criteria.
• Develop and present custom proof‑of‑concepts, guiding prospects through requirements gathering, installation guidance, and hands‑on workshops.

2. Complex Enterprise Implementations

• Own the end‑to‑end onboarding experience for strategic accounts, including project planning, integration design, and training delivery.
• Create customer‑specific implementation playbooks that address unique technical environments and executive visibility requirements.
• Navigate multi‑team coordination (Product, Engineering, and Professional Services) to ensure seamless deployments and rapid time‑to‑value.

3. Adoption, Expansion, and Growth Enablement

• Continuously monitor product usage patterns to uncover under‑utilized features and new lines of business.
• Diagnose adoption roadblocks, design remediation plans, and tie technical initiatives to quantifiable business outcomes such as ROI, retention, and expansion revenue.
• Partner with Account Directors to craft expansion strategies that deepen brighthush penetration across the organization.

4. Technical Escalation Management

• Serve as the escalation point for the most complex technical challenges raised by junior Customer Engineers.
• Apply systematic problem‑solving techniques to ambiguous issues with multiple variables, involving Product or Engineering only when absolutely necessary.
• Document repeatable fixes and share knowledge across the team to elevate overall technical competency.

5. Team Capability Building & AI‑Driven Innovation

• Design and publish reusable frameworks, playbooks, and workflow improvements that become standard operating procedures for the entire Customer Engineering organization.
• Leverage AI tools for account research, content creation, and workflow automation, turning AI into a productivity multiplier rather than a novelty.
• Coach and mentor junior engineers, fostering a culture of continuous learning and technical excellence.

6. Account Health & Quarterly Business Outcomes

• Assess each strategic account’s health, risk profile, and stakeholder relationships on a quarterly basis.
• Drive measurable improvements in key metrics—customer health scores, retention rates, expansion revenue, and technical resolution times.
• Act as a trusted advisor to both internal Account Directors and external executive stakeholders, shaping technical strategy that aligns with business goals.

Essential Qualifications – What You Bring to the Table

• 5–8 years of experience in a customer‑facing technical role such as 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 RESTful APIs, plus the ability to architect and troubleshoot complex front‑end implementations.
• Proven track record managing strategic enterprise accounts, engaging with C‑level stakeholders, and navigating competing priorities.
• Demonstrated ability to solve ambiguous, multi‑variable problems with clear, data‑driven recommendations.
• Experience translating technical execution into business outcomes—retention, expansion, ROI, and value realization.
• Regular, productive use of AI tools (e.g., large language models, generative assistants) for research, content creation, and automation, integrated into daily workflows.
• Strong mentorship or coaching experience, with a passion for elevating the capabilities of junior team members.

Preferred Qualifications – Nice‑to‑Have Extras

• Hands‑on experience with brighthush or similar digital adoption platforms, product analytics, or in‑app experience tooling.
• Mobile development background (Swift, Android, React Native) that adds breadth to integration conversations.
• Familiarity with data architecture, machine‑learning concepts, or advanced analytics instrumentation.
• A history of building reusable frameworks, playbooks, or processes that have been adopted organization‑wide.

Core Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture, align technical solutions with business objectives, and influence executive decision‑making.
• Communication Excellence: Clear, concise, and persuasive communication—both written and verbal—tailored to technical and non‑technical audiences.
• Problem‑Solving Agility: Comfort with uncertainty, rapid hypothesis testing, and iterative solution design.
• AI Fluency: Proactive exploration of emerging AI capabilities and practical integration into customer workflows.
• Collaboration & Influence: Strong partnership skills across Sales, Product, Engineering, and Customer Success teams.
• Project Management: Ability to orchestrate multi‑disciplinary projects, manage timelines, and deliver on commitments.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Engineer you will:

• Gain exposure to the full spectrum of enterprise software sales cycles, from discovery to expansion.
• Lead cross‑functional initiatives that shape product roadmaps and influence company‑wide best practices.
• Access a robust learning budget for certifications, conferences, and AI‑focused workshops.
• Potentially progress into roles such as Principal Customer Engineer, Technical Solutions Director, or Product Strategy Lead.
• Participate in a mentorship program that pairs you with senior leadership for strategic career planning.

Work Environment & Culture at brighthush

We are a fully remote organization with a distributed team that values flexibility, autonomy, and results. Our East Coast territory focus means you’ll collaborate with colleagues across multiple time zones while still enjoying a predictable schedule that respects work‑life balance.

• Inclusive Culture: brighthush celebrates diversity of thought, background, and experience. We believe that authentic, whole‑self participation drives innovation.
• Team‑First Mentality: Our “The Team is brighthush” value ensures that success is shared, and collaboration is the norm.
• Bias to Act: We empower individuals to make decisions quickly, experiment boldly, and iterate based on real‑world feedback.
• Continuous Craftsmanship: “Hone Your Craft” is more than a slogan—it’s a commitment to ongoing skill development, peer coaching, and knowledge sharing.

Compensation, Perks & Benefits

On‑Target Earnings (OTE): $193,393 – $241,742, with a 70/30 base‑to‑variable split that rewards performance and impact.

Benefits Package

• Employer‑heavy health coverage with $0 premium options for medical, dental, and vision.
• Generous 401(k) match to accelerate long‑term financial security.
• Equity participation, giving you a direct stake in brighthush’s growth.
• Flexible paid time off and unlimited vacation policy to recharge when you need it.
• Comprehensive wellness resources, including mental‑health support and virtual fitness programs.
• Home office stipend and technology allowance to create an optimal remote workspace.

Commitment to Equality & Accessibility

brighthush is an equal‑opportunity employer. We believe that diverse teams where every individual can bring their whole self to work are essential to our success. We welcome applicants of all backgrounds, abilities, and perspectives.

If you require accommodations during the recruitment process, please let us know. Requests will be handled confidentially and in accordance with applicable law.

Ready to Make an Impact?

If you are a builder‑mindset engineer who thrives on ambiguity, loves leveraging AI as a productivity multiplier, and is eager to partner with enterprise leaders to drive real business outcomes, we want to hear from you. Join brighthush and become a catalyst for transformation—helping customers unlock the full value of their software investments while advancing your own career in a vibrant, forward‑thinking environment.