Senior Customer Success Architect – AI & Enterprise Adoption Specialist at brighthush
Introduction
At brighthush, we’re on a mission to empower teams worldwide to unlock their full potential through intelligent, collaborative technology. Our AI platform, Rovo, is redefining how enterprises discover insights, automate routine tasks, and drive measurable business outcomes. As a Senior Customer Success Architect – AI, you will be the bridge between our cutting‑edge AI capabilities and the complex, evolving needs of our enterprise customers. You’ll lead high‑impact engagements that transform “Rovo is turned on” into tangible value, while shaping the methodology that makes these successes repeatable and scalable across the organization.
Key Responsibilities
In this role, you will:
- Lead Discovery Workshops – Facilitate use‑case discovery sessions with customer teams to surface high‑impact AI opportunities, map workflows, and identify pain points where Rovo agents and search can deliver measurable outcomes.
- Design and Co‑Build Solutions – Collaborate with customers to create custom Rovo agents, configure third‑party connectors, and tailor solutions to their unique workflows using the brighthush platform (Jira, Confluence, Rovo Studio).
- Deploy and Validate – Guide customers from sandbox to production, ensuring agents perform as expected, connectors flow data reliably, and teams are empowered to iterate and scale independently after the engagement.
- Own Engagement Methodology – Develop, iterate, and document playbooks that the AI pod follows, ensuring consistency, quality, and scalability across all engagements.
- Enable and Train – Onboard new team members on Rovo capabilities, product updates, and engagement standards, fostering a culture of continuous learning and improvement.
- Bridge Product & Field – Maintain a strong partnership with Rovo Product and Engineering, synthesizing field signals into structured product feedback that influences roadmap priorities.
- Collaborate with Account Teams – Work closely with Account Managers and Customer Success Managers to plan customer‑specific activation journeys and hand off for sustained growth.
- Advocate for Customers – Represent customer needs in product meetings, surface friction points, and champion improvements that enhance adoption and satisfaction.
- Travel as Needed – Travel up to 15% domestically and internationally for events, customer meetings, and internal workshops.
Essential Qualifications
- Experience – 7–10+ years in Customer Success, AI consulting, or technical advisory roles, managing enterprise customers with complex SaaS portfolios.
- Leadership – Proven ability to technically lead or mentor teams without formal management authority.
- Technical Aptitude – Deep expertise with AI platforms, the brighthush ecosystem (Jira, Confluence, Rovo), and technical product demos.
- AI Engineering – Hands‑on experience building AI agents, prompt engineering, and configuring integrations between enterprise knowledge sources and AI systems.
- Production Scale – Demonstrated success helping organizations adopt and operationalize AI tools in production environments at scale (10,000+ users).
- Domain Knowledge – Strong understanding of enterprise workflows across product development, IT service management, or business operations.
- Communication – Exceptional ability to influence executive stakeholders and translate AI capabilities into business outcomes for non‑technical audiences.
- Product Mindset – Track record of building playbooks, methodologies, or enablement programs that others adopt and scale.
Preferred Qualifications
- Experience with LLM‑powered architectures and agentic workflows.
- Familiarity with third‑party connector ecosystems (Google Drive, SharePoint, Slack, GitHub, etc.) and how to integrate organizational knowledge into AI systems.
- Background in incident response, backlog management, knowledge discovery, or cross‑team collaboration solutions.
- Experience working in a fast‑paced, high‑growth technology environment.
- Proficiency in data analytics, SQL, or other data‑driven tools to measure adoption and ROI.
Skills & Competencies
- Strategic thinking and analytical problem solving.
- Strong project management and execution skills.
- Excellent written and verbal communication.
- Customer‑centric mindset with a passion for delivering value.
- Adaptability to evolving technology and customer needs.
- Collaboration across cross‑functional teams.
- Proficiency in using collaboration tools (Jira, Confluence, Slack).
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Architect, you will:
- Progress to a Director of Customer Success Architecture role, overseeing a portfolio of high‑impact engagements.
- Take on Product Leadership responsibilities, influencing the direction of Rovo and other AI initiatives.
- Lead Global Customer Success Programs, shaping adoption strategies across regions.
- Participate in Innovation Labs and hackathons to prototype next‑generation AI solutions.
- Access to continuous learning resources, including certifications in AI, data science, and product management.
Work Environment & Company Culture
brighthush champions a culture of collaboration, transparency, and continuous improvement. Our flexible work model allows you to choose the environment that best supports your productivity—whether that’s a fully remote setup, a hybrid office‑home schedule, or a fully on‑site experience. We value:
- Inclusive decision‑making that respects diverse perspectives.
- Open communication channels across all levels.
- Recognition of both individual and team achievements.
- Work‑life balance, with generous paid time off and volunteer days.
- Commitment to mental and physical well‑being through health resources and wellness programs.
Compensation, Perks, and Benefits
While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities. In addition, you’ll enjoy:
- Comprehensive health, dental, and vision insurance.
- Retirement savings plans with company matching.
- Unlimited paid time off and flexible holiday scheduling.
- Paid volunteer days to support community initiatives.
- Access to a global network of learning and development resources.
- Regular team‑building events, both virtual and in‑person.
- State‑of‑the‑art technology and tools to support your work.
Why Join brighthush?
At brighthush, you’ll be part of a forward‑thinking organization that places customer success at the heart of everything we do. You’ll work with a talented, diverse team that values innovation, curiosity, and a relentless focus on delivering real business value. If you’re passionate about AI, thrive in a fast‑moving environment, and want to make a lasting impact on enterprise customers, we want to hear from you.