Senior Customer Success & Digital Transformation Lead – Accelerating Client Adoption, Driving Air Mobility Innovation, and Shaping the Future of Aviation Software at brighthush

About brighthush

brighthush is at the forefront of the aviation‑tech revolution, redefining how airlines, brokers, aircraft owners, OEMs, and maintenance providers make decisions. Our cloud‑native platform stitches together data pipelines, intelligent APIs, and real‑time analytics into a single, unified ecosystem that empowers the entire aviation ecosystem to operate faster, safer, and more sustainably. Whether you’re a seasoned aviation veteran or a tech enthusiast with a passion for problem‑solving, brighthush offers a dynamic environment where your expertise can shape the future of flight operations.

Why Join brighthush?

At brighthush you’ll be part of a high‑velocity, purpose‑driven team that is reshaping the aviation industry. We blend deep industry knowledge with the agility of a modern tech company, giving you the chance to:

• Build products that directly impact safety, cost, and sustainability in aviation.
• Collaborate with world‑class engineers, data scientists, and product leaders.
• See the tangible results of your work in real‑world flight operations.
• Grow your career in a culture that rewards initiative, curiosity, and continuous learning.
• Work remotely from anywhere in the U.S. while staying connected through virtual town halls, all‑hands meetings, and cross‑team syncs.
• Be part of a community that values diversity, equity, and inclusion, and actively supports employee resource groups.

Role Overview

We are looking for a seasoned Senior Customer Success & Digital Transformation Lead to become the trusted partner for our most strategic clients. In this role you will own the end‑to‑end relationship for a portfolio of brighthush accounts, guiding them from contract signing through implementation, adoption, and continuous improvement. You will serve as the primary liaison between client leadership and our internal engineering, product, and data teams, ensuring that every configuration decision, requirement, and release aligns with the client’s business objectives.

As a key member of the Customer Success organization, you will influence the product roadmap, drive adoption, and identify expansion opportunities. Your technical fluency will allow you to translate complex aviation workflows into actionable platform configurations, while your communication skills will keep executives, department leads, and engineers aligned and informed.

Key Responsibilities

Account Management & Relationship Building

• Own the client relationship from contract signature through go‑live and into steady state, engaging executive sponsors and daily users across departments.
• Run a disciplined operating rhythm: weekly working sessions, a program channel that stays current, and quarterly business reviews that demonstrate progress against commitments.
• Maintain a single source of truth for each account—decisions, scope changes, and open questions—ensuring visibility and traceability across the organization.
• Drive post‑launch adoption by tracking usage, identifying stalled teams, and addressing root causes.
• Spot and pursue expansion opportunities as clients mature on the platform, collaborating with Sales on renewals and upsells.
• Escalate risks early with clear, actionable plans, ensuring that any potential delays are managed proactively.
• Communicate effectively to all audiences: executive summaries for sponsors, detailed updates for department leads, and clean, actionable requirements for engineering.

Implementation & Onboarding

• Lead discovery workshops with client operations, scheduling, maintenance, sales, and finance teams to capture real‑world workflows.
• Translate business processes into platform configuration—object and ontology decisions, role and permission mapping, terminology alignment, and module activation.
• Write clear, engineer‑ready requirements with acceptance criteria that articulate the “why” behind each request.
• Own the client backlog in brighthush, prioritizing work, conducting scope calls, and managing trade‑offs against fixed go‑live dates.
• Define the cutover strategy: determine which legacy systems are retired, what data must be migrated, and which integrations remain active.
• Coordinate data migration with engineering and data teams, owning mapping decisions that enable seamless transition.
• Design and deliver workflow‑based training, creating reference materials that teams can rely on long after launch.
• Run user acceptance testing, triage findings, and sequence releases to keep operations running smoothly.
• Provide hyper‑care support during go‑live, ensuring a stable transition and rapid issue resolution.

Technical Decision‑Making

• Serve as the technical authority for platform configuration, making decisions that balance client needs with product capabilities.
• Distinguish configuration issues from code bugs, enabling efficient collaboration with engineering.
• Advocate for best practices in data modeling, API integration, and system architecture within the client portfolio.

Strategic Influence & Product Advocacy

• Collect and synthesize client feedback into actionable insights for the product roadmap.
• Represent client interests in cross‑functional steering committees, ensuring that new features align with real‑world use cases.
• Develop and present case studies that showcase the business value delivered to key stakeholders.
• Collaborate with marketing to create client success stories, webinars, and thought‑leadership content.

Essential Qualifications

• 3–5 years of experience in customer success, account management, implementation, or technical program management at a B2B software company.
• Direct ownership of named client accounts, with a proven track record of delivering on commitments.
• Deep understanding of aviation operations—trip planning, crew duty, maintenance status, dispatch, and the pressure of same‑day changes.
• Experience shepherding a client from contract signing through production go‑live, without handing off after kickoff.
• Technical fluency: ability to read API contracts, reason about data models, and differentiate configuration from code problems.
• Strong requirements writing skills—engineers can build from your documentation without follow‑up meetings.
• Sound judgment on scope: separating must‑have items from nice‑to‑have, while preserving client relationships.
• Plain, direct communication in writing and speaking—executives, department leads, and engineers alike.
• Willingness to travel 20% for onsite visits, training, and go‑live support.
• Minimum age 18, U.S. work authorization, and ability to pass a background check and drug screen.

Preferred Qualifications

• Experience with brighthush Foundry—ontology design, pipelines, or workshop applications.
• Hands‑on experience in flight management, scheduling, or dispatch systems used by charter or fractional operators.
• Knowledge of charter sourcing mechanics and brokerage operations.
• Experience with maintenance tracking systems, crew scheduling, or Part 135 compliance.
• Proficiency with brighthush or comparable backlog and documentation tools.
• Experience integrating third‑party systems (CRM, accounting, payments).
• Private pilot or dispatcher certificate, or comparable operational aviation background.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering measurable value.
• Strategic thinking—able to see the big picture while managing day‑to‑day details.
• Project management—expertise in planning, prioritizing, and executing complex initiatives.
• Analytical problem‑solving—capable of dissecting technical challenges and proposing elegant solutions.
• Influence and negotiation—skillful at aligning cross‑functional teams and stakeholders.
• Adaptability—thrives in a fast‑moving, evolving environment.
• Data‑driven decision making—leverages metrics to guide strategy and measure success.

Career Growth & Learning Opportunities

At brighthush your professional development is a top priority. We offer:

• Mentorship from senior leaders in product, engineering, and operations.
• Access to industry conferences, aviation workshops, and technical training.
• Cross‑functional projects that broaden your skill set beyond customer success.
• Clear career pathways—potential progression to Director of Customer Success, VP of Client Experience, or Product Management roles.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Opportunities to lead internal initiatives such as customer success playbooks, adoption frameworks, and community events.

Work Environment & Culture

brighthush is built on a foundation of collaboration, innovation, and inclusivity. Our remote‑first culture empowers you to work from anywhere in the U.S., while still fostering strong team bonds through:

• Weekly virtual town halls and cross‑team syncs.
• Quarterly all‑hands meetings that celebrate wins and share company vision.
• Open‑door leadership—executives are approachable and receptive to ideas.
• Commitment to diversity, equity, and inclusion—actively recruiting underrepresented talent and supporting employee resource groups.
• Flexible work hours that respect work‑life balance.
• Regular virtual coffee chats and informal networking events.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and the value you bring to brighthush:

• Base Salary: $120,000 – $140,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to individual and company metrics.
• Equity: Eligible for a stock‑option grant as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, vision, and mental‑health coverage, including telehealth services.
• Retirement: 401(k) plan with company match.
• Paid Time Off: 20 days of PTO per year, plus paid holidays.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Travel Perks: Access to discounted flights, hotels, and car rentals through our travel partner program.
• Wellness Programs: Gym membership stipend, mindfulness app subscription, and wellness stipend.
• Remote Work Allowance: Monthly stipend to support home‑office setup.

How to Apply

If you’re ready to take your customer success career to the next level and help shape the future of aviation, we’d love to hear from you. Submit your résumé and a brief cover letter outlining why you’re the ideal fit for this role. We’ll review your application promptly and reach out to schedule a conversation.

Closing

At brighthush we’re not just building software—we’re building a community of innovators who are passionate about transforming air mobility. As our Senior Customer Success & Digital Transformation Lead, you’ll play a pivotal role in ensuring our clients achieve success, driving adoption, and unlocking new opportunities. If you thrive on solving complex problems, enjoy working closely with clients, and are eager to grow in a dynamic, forward‑thinking environment, we encourage you to apply today. Join us and help us make flying faster, safer, and more accessible for everyone.