Senior Customer Success Engineer – Telemetry & AI Infrastructure Enablement Specialist, Enterprise‑Scale Adoption & Customer Advocacy Lead

About brighthush

brighthush is a trailblazing AI‑infrastructure company that builds the telemetry backbone powering tomorrow’s intelligent systems. In a world where data is the new oil, we give enterprises the tools to collect, analyze, and act on telemetry from humans, machines, and autonomous agents. Our platform unifies observability, security, and analytics across cloud, edge, and on‑prem environments, enabling customers to transform raw signals into actionable insights that drive innovation, reduce risk, and accelerate time‑to‑market.

As a remote‑first, high‑growth private company, brighthush thrives on curiosity, collaboration, and continuous learning. We treat software as a people business and empower our team members to bring their full selves to work, grow rapidly, 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 seeking a technically adept, customer‑focused Senior Customer Success Engineer to become the linchpin that drives product adoption, ensures customer success, and fuels the evolution of our digital enablement programs. In this role, you will blend deep technical expertise with a passion for customer advocacy, guiding clients from onboarding to advanced use cases while shaping the future of our platform. You will be the bridge between our engineering teams and the customers who rely on our telemetry infrastructure to power mission‑critical AI workloads.

Key Responsibilities

• Drive Customer Adoption & Enablement: Design, develop, and deliver high‑impact enablement materials—workshops, playbooks, 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 a fast‑moving environment.

Career Growth & Learning Opportunities

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

• Structured mentorship programs pairing you with senior leaders in engineering, product, and customer success.
• Access to industry conferences, workshops, and certifications in observability, cloud security, and AI infrastructure.
• Internal knowledge‑sharing sessions where you can present your own projects and learn from peers.
• Clear career tracks that allow you to transition into senior technical roles, product management, or enterprise account leadership.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly all‑hands video calls to share updates and celebrate wins.
• Open Slack channels for quick collaboration across product, engineering, and support teams.
• Quarterly virtual retreats that bring the entire organization together for team building and strategy sessions.
• A culture that encourages experimentation, celebrates failures as learning opportunities, and rewards innovative solutions.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success engineers.
• Performance‑based bonuses tied to customer health, adoption metrics, and team goals.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and flexible work schedules to support work‑life balance.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you’re ready to join a fast‑growing, mission‑driven team that values curiosity, collaboration, and continuous learning, we’d love to hear from you. Submit your resume, a brief cover letter outlining why you’re the perfect fit for this role, and any relevant portfolio or case studies that showcase your customer success or technical enablement experience.

Apply now and help shape the future of AI telemetry at brighthush—where your expertise meets our ambition to empower enterprises worldwide.