Senior Customer Success Engineer – Telemetry & AI Platform – Remote, Global, High Impact

About brighthush

brighthush is at the forefront of the AI‑driven telemetry revolution, empowering IT and security teams worldwide to harness the full potential of data observability. With a mission to bridge the gap between ambitious AI strategies and the underlying infrastructure, we provide a flexible, open‑source platform that lets enterprises manage, analyze, and act on telemetry from both humans and agents. Our global, remote‑first culture thrives on curiosity, collaboration, and the belief that software is fundamentally a people business. If you’re ready to work with the smartest, most passionate professionals in the industry and help shape the future of telemetry, brighthush is the place for you.

Why This Role Matters

As a Senior Customer Success Engineer (CSE) at brighthush, you will be the linchpin between our cutting‑edge product and the customers who rely on it to drive AI initiatives. Your blend of technical expertise and customer‑centric mindset will accelerate product adoption, reduce churn, and create a virtuous cycle of feedback that fuels product evolution. You’ll work closely with cross‑functional teams—Product, Engineering, Sales, Marketing, and Customer Advocacy—to deliver scalable enablement programs, craft compelling technical content, and champion customer success at every touchpoint.

Key Responsibilities

• Customer Adoption & Enablement – Design, develop, and deliver high‑impact training materials, workshops, and webinars that drive measurable adoption and ROI for our customers.
• Technical Advisory – Serve as the trusted technical consultant for enterprise clients, providing deep product knowledge, troubleshooting guidance, and best‑practice recommendations.
• Scalable Engagements – Lead 1:many initiatives such as product demos, community forums, and knowledge‑sharing sessions to broaden customer understanding and usage.
• Strategic Partnerships – Engage with customers at a strategic level, uncovering business objectives and aligning them with brighthush capabilities to unlock new value.
• Feedback Loop – Capture and analyze customer insights, collaborating with internal stakeholders to influence product roadmap and feature prioritization.
• Data‑Driven Optimization – Leverage analytics to identify adoption patterns, pain points, and churn risks; use these insights to refine engagement strategies.
• Growth & Retention – Proactively identify upsell opportunities, develop retention plans, and demonstrate ongoing value to secure long‑term customer success.
• Process & Automation – Identify opportunities to automate repetitive tasks, streamline workflows, and personalize the customer experience at scale.
• Performance Measurement – Track key metrics (NPS, CSAT, adoption rates, churn) and report on the effectiveness of initiatives, continuously iterating for improvement.
• Global Collaboration – Work across time zones and cultures, occasionally extending work hours to support customers worldwide.

Essential Qualifications

• 5+ years of experience in a technical customer success, support, or account management role, preferably in the data observability or security domain.
• Deep technical acumen in SIEM, APM, logging, metrics, and distributed systems; comfortable navigating cloud environments (AWS, Azure, GCP).
• Proven track record of driving product adoption and delivering measurable business outcomes for enterprise customers.
• Exceptional communication, presentation, and interpersonal skills; able to build rapport quickly and influence stakeholders at all levels.
• Strong analytical mindset with the ability to diagnose complex technical issues and translate data into actionable insights.
• Experience with customer success platforms (e.g., Gainsight) and analytics tools; familiarity with CRM systems is a plus.
• Self‑motivated, organized, and capable of managing multiple priorities in a fast‑paced, remote environment.

Preferred Qualifications

• Prior experience in a scaled customer success or technical account management role within a high‑growth SaaS company.
• Hands‑on experience with multiple cloud providers and hybrid‑cloud architectures.
• Multilingual abilities (French, Spanish, German) that enable deeper engagement with global customers.
• Demonstrated ability to create and deliver engaging technical content—presentations, documentation, webinars, and workshops.
• Experience in product evangelism, community building, or customer advocacy initiatives.

Skills & Competencies

• Technical Expertise – In‑depth knowledge of telemetry, observability, and security tooling.
• Customer‑Success Mindset – Passion for helping customers achieve their goals and a relentless focus on value delivery.
• Strategic Thinking – Ability to translate business objectives into actionable product adoption plans.
• Content Creation – Skilled in crafting clear, compelling, and technically accurate materials.
• Collaboration – Proven ability to work cross‑functionally with Product, Engineering, Sales, and Marketing.
• Project Management – Strong organizational skills, adept at juggling multiple initiatives simultaneously.
• Data Analysis – Comfortable working with metrics, dashboards, and analytics to drive decisions.
• Adaptability – Thrives in a dynamic, remote‑first environment and can adjust to shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and accelerating career trajectories. As a Senior CSE, you will:

• Lead cross‑functional projects that shape the product roadmap and customer experience.
• Mentor junior CSEs and contribute to the development of internal training programs.
• Participate in industry conferences, webinars, and speaking engagements to represent brighthush.
• Access continuous learning resources, including certifications in cloud platforms, data analytics, and customer success frameworks.
• Benefit from a clear promotion path to Customer Success Manager, Director of Customer Success, or even Product Leadership roles.

Work Environment & Culture

brighthush is a truly remote‑first organization with a global workforce spanning multiple time zones. Our culture is built on:

• People‑First Philosophy – We prioritize the well‑being, growth, and authenticity of every team member.
• Collaboration & Transparency – Open communication channels, regular all‑hands meetings, and shared knowledge bases keep everyone aligned.
• Innovation & Experimentation – We encourage calculated risk‑taking, rapid prototyping, and learning from failures.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an environment where everyone feels valued.
• Work‑Life Balance – Flexible schedules, generous PTO, and remote office setup support help you thrive both personally and professionally.

Compensation & Benefits

While the base salary for this role is competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your health, growth, and financial security:

• Competitive base salary with performance‑based bonuses.
• Participation in the brighthush Corporate Bonus Program.
• Health, dental, and vision insurance (where applicable).
• Retirement plan with company match.
• Generous paid time off, including holidays and personal days.
• Remote office setup stipend to create a productive home workspace.
• Wellness programs, including mental health resources and fitness subsidies.
• Professional development budget for courses, certifications, and conferences.
• Equity options (subject to local regulations and company policy).

How to Apply

Ready to join the brighthush herd and make a tangible impact on the future of telemetry and AI? Submit your application through our careers portal or click the link below to explore this exciting opportunity.

Apply to Senior Customer Success Engineer – Telemetry & AI Platform

Join Us in Shaping the Future

At brighthush, we’re building more than software—we’re building a community of innovators who transform data into insight, insight into action, and action into lasting value. If you’re passionate about technology, customer success, and continuous improvement, we want to hear from you. Bring your whole self to brighthush and help us create the next generation of telemetry solutions that power AI across the globe.