Senior Customer Success Engineer – Telemetry & AI Infrastructure Enablement Specialist

About brighthush

brighthush is at the forefront of the AI‑era, building the telemetry infrastructure that powers the next generation of intelligent systems. Our mission is simple yet ambitious: give enterprises the choice, control, and flexibility they need to collect, analyze, and act on telemetry data from both humans and autonomous agents. By bridging the gap between AI ambition and infrastructure reality, we enable our customers to turn raw data into actionable insights, accelerate innovation, and stay ahead of the competition.

As a remote‑first, fast‑growing private company, brighthush thrives on a culture that values curiosity, collaboration, and continuous learning. We believe that software is a people business, and we empower our team members to bring their full selves to work, grow quickly, and make a real impact. Whether you’re a seasoned engineer, a customer‑centric strategist, or a creative storyteller, you’ll find a place at brighthush where your ideas matter and your career can flourish.

Why This Role?

We’re looking for a technically skilled, customer‑focused Senior Customer Success Engineer to join our dynamic team. In this role, you will be the linchpin that drives product adoption, ensures customer success, and fuels the evolution of our digital enablement programs. You will blend deep technical expertise with a passion for customer advocacy, guiding clients through their journey from onboarding to advanced use cases while shaping the future of our platform.

Key Responsibilities

• Drive Customer Adoption & Enablement: Design, develop, and deliver high‑impact enablement materials—workshops, playbooks, and interactive demos—that accelerate product adoption and deliver measurable business outcomes for our customers.
• Provide Technical Expertise & Guidance: Serve as a trusted technical advisor, offering in‑depth product knowledge, troubleshooting assistance, and best‑practice guidance to resolve complex customer issues and help them unlock the full value of our telemetry platform.
• Lead 1:Many Initiatives: Collaborate with Customer Advocacy, CX Operations, and Marketing to create and host webinars, workshops, and educational content that broadens customer understanding and drives widespread adoption.
• Strategic Customer Engagement: Engage with customers at a strategic level, identifying their business objectives, aligning them with our product capabilities, and co‑creating roadmaps that deliver tangible ROI.
• Champion Customer Advocacy & Feedback: Act as a vital feedback loop, partnering with Product, Engineering, Sales, and Marketing to champion customer needs, influence product enhancements, and shape our digital enablement strategy.
• Data‑Driven Optimization: Leverage analytics to understand customer behavior, identify pain points, and refine both 1:1 and 1:many engagement strategies for continuous improvement.
• Mitigate Churn & Drive Growth: Proactively identify churn risks, develop retention strategies, and demonstrate ongoing value to secure upsell and expansion opportunities.
• Process Improvement & Automation: Identify opportunities to automate routine tasks, streamline workflows, and personalize the scaled customer experience, thereby increasing efficiency and scalability.
• Measure & Report: Track key metrics—customer health scores, adoption rates, NPS, and engagement levels—report on performance, and recommend data‑driven improvements.
• Flexible Working Hours: As a remote‑first organization, you may occasionally need to collaborate across time zones, ensuring that customer needs are met around the clock.

Essential Qualifications

• Deep Technical Acumen: Proven expertise in data observability, security, and telemetry—experience with SIEM, APM, logging, metrics, and distributed systems in cloud environments (AWS, Azure, GCP).
• Customer Success Mindset: A genuine passion for helping customers succeed, with exceptional communication, interpersonal, and presentation skills. Ability to build rapport quickly and address diverse customer needs.
• Problem‑Solving & Analytical Skills: Strong diagnostic ability to resolve complex technical challenges, analyze data to uncover trends, and make data‑driven decisions.
• Strategic Thinking: Capability to translate customer business objectives into actionable product adoption strategies that deliver measurable outcomes.
• Content Creation & Delivery: Experience creating compelling technical content—presentations, documentation, live sessions (webinars, workshops)—that resonates with technical and non‑technical audiences.
• Cross‑Functional Collaboration: Proven track record of working effectively with Product, Engineering, Sales, Marketing, and other customer‑facing teams to deliver a unified customer experience.
• Project Management: Strong organizational skills, able to manage multiple priorities and projects simultaneously in a fast‑paced environment.
• Customer Success Tools: Familiarity with customer success platforms (e.g., Gainsight, Totango) and analytics tools is a plus.

Preferred Qualifications (Bonus)

• Experience in a scaled customer success or technical account management role.
• Hands‑on experience with multiple cloud providers (AWS, Azure, GCP).
• Willingness to learn and adapt in a rapidly evolving technology landscape.
• Multilingual capabilities (French, Spanish, German) to support a global customer base.

Skills & Competencies

• Technical fluency in telemetry, observability, and security domains.
• Strong analytical mindset with a data‑driven approach to problem solving.
• Excellent written and verbal communication skills.
• Customer‑centric mindset with a focus on delivering value.
• Ability to influence cross‑functional teams and drive consensus.
• Adaptability and resilience in Apply for this job