Senior Customer Success Architect – Spearheading Revenue Retention, Architecting Scalable Success Frameworks, and Elevating B2B SaaS Customer Experience at brighthush

About brighthush

brighthush is a trailblazer in the observability landscape, turning raw telemetry—logs, metrics, and traces—into actionable insights that empower modern enterprises to detect, diagnose, and resolve performance issues faster than ever before. Built on the industry‑leading OpenTelemetry standard, our open‑source platform is trusted by Fortune 500 giants, high‑growth startups, and everything in between. With brighthush, customers dramatically reduce mean time to resolution, accelerate innovation cycles, and drive measurable business growth.

Why This Role Matters

As brighthush scales from a high‑growth startup into a global market leader, the Customer Success function becomes the linchpin that transforms early adoption into long‑term partnership. The Senior Customer Success Architect will set the tone for how we engage with our users, turning every interaction into a catalyst for value, loyalty, and revenue. This is a rare opportunity to shape a brand‑new organization from the ground up, influence product strategy, and build systems that will serve thousands of customers worldwide.

Your Impact at Scale

Your work will directly influence customer retention, revenue growth, and product adoption across a rapidly expanding user base. You will be the architect of the end‑to‑end customer journey, ensuring that every touchpoint drives measurable outcomes. Imagine reducing churn by 15% year‑over‑year, unlocking $2 million in upsell revenue, and creating a playbook that can be replicated across regions. Your strategic decisions will ripple across sales, product, engineering, and marketing, making you a pivotal player in brighthush’s success story.

Key Responsibilities

As the Senior Customer Success Architect, you will own the end‑to‑end customer journey, ensuring that every interaction drives value, loyalty, and revenue. Your day‑to‑day activities will include:

• Customer Success Strategy Development – Craft and execute a comprehensive strategy that aligns with brighthush’s growth objectives and customer success vision.
• Account Health Management – Monitor and analyze NPS, CSAT, churn, expansion, and other health metrics; translate insights into actionable plans.
• Revenue Retention & Expansion – Identify upsell opportunities, negotiate renewals, and foster long‑term relationships that drive recurring revenue.
• Scalable System Design – Build onboarding flows, health dashboards, playbooks, and automation pipelines that scale with our growing customer base.
• Cross‑Functional Collaboration – Partner with Sales, Product, and Engineering to surface customer feedback, prioritize feature requests, and influence product direction.
• Team Leadership – Hire, coach, and scale a high‑performing Customer Success team; set clear expectations and cultivate a culture of continuous improvement.
• Usage‑Based Pricing Oversight – Ensure accurate billing, forecasting, and revenue recognition for usage‑based pricing models.
• Technical Guidance – Provide SQL and data‑tool expertise to help customers derive actionable insights from their observability data.
• Brand Advocacy – Represent brighthush at industry events, webinars, and community forums to build brand authority and gather market intelligence.
• Compliance & Security – Ensure all customer interactions adhere to data privacy regulations and internal security standards.
• Customer Education & Enablement – Design and deliver training programs, workshops, and documentation that empower customers to fully leverage brighthush’s capabilities.
• Feedback Loop Creation – Establish mechanisms for capturing, analyzing, and acting on customer feedback to drive product improvements.

Essential Qualifications

• 6–10 years of B2B SaaS Customer Success experience, managing large, complex accounts.
• Proven ownership of revenue retention metrics: churn reduction, expansion, and upsell success.
• Experience with usage‑based pricing and translating usage data into revenue insights.
• Strong technical aptitude: proficiency in SQL and data analysis tools.
• Hands‑on experience managing US customers, with the ability to overlap with US business hours.
• Exceptional written and verbal communication skills across all stakeholder levels.
• Proven leadership: hiring, coaching, and scaling a Customer Success team.
• Strategic thinker with a data‑driven mindset and passion for building scalable systems.
• Experience in a fast‑paced, high‑growth environment, preferably in observability or cloud‑native space.

Preferred Qualifications

• Background in open‑source or community‑driven product organizations.
• Experience with customer success platforms such as brighthush or similar.
• Knowledge of observability, monitoring, or DevOps tooling.
• Fluency in additional languages beyond English.
• Prior experience building and scaling remote teams.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for customer challenges and relentless drive to deliver value.
• Analytical Acumen – Ability to interpret complex data sets, identify trends, and recommend data‑backed actions.
• Project Management – Skilled at orchestrating cross‑functional initiatives with clear timelines and deliverables.
• Influence & Negotiation – Comfortable engaging with C‑suite executives and negotiating renewal terms.
• Adaptability – Thrives in a dynamic environment, quickly pivoting priorities as market demands evolve.
• Mentorship – Passion for coaching team members and fostering a culture of growth.
• Strategic Vision – Ability to translate long‑term goals into actionable plans and measurable outcomes.
• Technical Fluency – Comfortable navigating technical stacks, troubleshooting, and providing guidance to customers.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. As a founding member of the Customer Success organization, you will:

• Shape the vision and roadmap for customer success, influencing company strategy.
• Lead cross‑functional initiatives that span product, sales, and engineering.
• Earn equity and performance bonuses tied to company milestones.
• Participate in executive leadership meetings and contribute to high‑level decision making.
• Access continuous learning: conferences, certifications, and internal knowledge sharing.
• Potential to transition into broader leadership roles such as VP of Customer Success or Head of Customer Experience.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means:

• Flexible work hours that accommodate overlapping US time zones.
• Regular virtual town halls, hackathons, and community meet‑ups.
• An inclusive environment where diverse perspectives are celebrated.
• Access to cutting‑edge tools and a flat hierarchy that encourages initiative.
• Commitment to work‑life balance, with generous vacation policies and mental‑health resources.

Compensation & Perks

While specific figures vary based on experience, the role offers a competitive base salary, performance‑based bonuses, and equity in brighthush. Additional benefits include:

• Health, dental, and vision insurance (for you and your dependents).
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and conference allowances.
• Annual company retreats and team‑building events.
• Access to a global community of open‑source contributors and industry experts.
• On‑site or virtual wellness programs, including yoga, meditation, and mental‑health support.
• Technology stipend to equip you with the best tools for remote work.

How to Apply

If you are a seasoned Customer Success leader with a passion for technology, data, and building high‑impact systems, we want to hear from you. Join brighthush and help us empower thousands of organizations to achieve peak performance through open‑source observability. Apply today and become a cornerstone of brighthush’s growth story.