Senior Customer Success & Implementation Lead – Driving Post‑Sales Excellence for brighthush SaaS Platform
About brighthush
brighthush is a trailblazing SaaS company that transforms how businesses manage their workforce planning and financial forecasting. Born from a team of former operators at high‑growth startups, we built a platform that eliminates the chaos of spreadsheets and manual data entry, delivering real‑time, accurate insights to leadership teams. Our mission is simple: empower organizations to hire on‑time, forecast with confidence, and make data‑driven decisions that accelerate growth.
At brighthush, we believe that technology should be an enabler, not a bottleneck. That’s why we focus on seamless integrations, intuitive workflows, and a customer‑centric approach that turns every interaction into a partnership. If you’re passionate about building solutions that matter, thrive in a fast‑paced environment, and want to help shape the future of HR and finance tech, you’ll fit right in.
Role Summary
As the Customer Success & Implementation Lead, you will partner directly with our Chief Customer Officer to own the entire post‑sales journey. You will architect technical solutions, lead implementation projects, and serve as the primary point of contact for support and hyper‑care. Your goal is to make brighthush an indispensable part of every customer’s daily workflow, ensuring they realize maximum value from day one.
Key Responsibilities
- Technical Hand‑Off & Integration Architecture – Lead the transition from Sales to Go‑Live, acting as the technical authority on how brighthush integrates with complex HR tech stacks (ATS, HRIS, ERP, and other SaaS platforms). Design robust integration blueprints that align with each customer’s unique ecosystem.
- Solution Design & Process Mapping – Translate messy, manual headcount processes into streamlined, automated workflows within our platform. Work closely with customers to map current state, identify pain points, and design future state solutions that drive efficiency and accuracy.
- Implementation & Onboarding Leadership – Own the project timeline for new customers, ensuring data is mapped correctly, integrations are tested, and teams are trained to love the product. Facilitate workshops, create training materials, and conduct live demos that empower users to become champions.
- Proactive Account Management – Monitor account health, identify upsell and renewal opportunities, and build long‑term relationships. Conduct quarterly business reviews, provide strategic guidance, and ensure customers achieve their desired outcomes.
- Technical Support & Customer Delight – Serve as the first line of defense for technical issues. Troubleshoot API syncs, data discrepancies, and performance bottlenecks with urgency and empathy, turning challenges into opportunities for delight.
- Process & Knowledge Builder – Create, update, and maintain tools, templates, and resources that support both the brighthush team and our customers. Document best practices, develop playbooks, and ensure knowledge is captured for future hires.
- Product Feedback Loop – Act as the bridge between customers and the Product team. Gather insights on feature requests, prioritize enhancements, and advocate for customer needs in the roadmap, especially for advanced variance tracking and AI‑driven forecasting.
- Technical Thought Leadership – Stay current on industry trends, emerging technologies, and best practices in SaaS integrations. Share knowledge with the team and customers, positioning brighthush as a thought leader in the HR and finance tech space.
Essential Qualifications
- Experience – 3+ years as a Solutions Engineer, Implementation Consultant, or Technical Account Manager in a B2B SaaS environment. Proven track record of delivering complex integrations and managing end‑to‑end implementation projects.
- Technical Fluency – Deep understanding of SaaS integrations, REST APIs, webhooks, data mapping, and data flow between systems. Experience with API management, webhook triggers, and deploying AI/LLM tools in a corporate setting is a plus.
- Project Management – Demonstrated ability to lead projects from kickoff to launch, using structured methodologies, project plans, and risk mitigation strategies. Comfortable juggling multiple client implementations simultaneously.
- Analytical Mindset – Ability to transform raw system signals into predictive executive storytelling, real‑time variance tracking, and actionable insights. Strong data analysis skills and proficiency with reporting tools.
- Communication – C1 or higher English proficiency (writing, reading, speaking). Skilled at explaining complex technical concepts in a clear, concise, and engaging manner to both technical and non‑technical stakeholders.
- Customer‑Obsessed – Passion for delivering exceptional customer experiences. Thrive on helping customers achieve “Aha!” moments and driving 100% net revenue retention.
- Startup Mindset – Comfortable with ambiguity, rapid change, and building processes from scratch. Excited to contribute to playbooks, documentation, and scalable systems that support future growth.
Preferred Qualifications & Bonus Skills
- Domain Expertise – Experience in HR Tech or FinTech (ATS, HRIS, FP&A tools). Understanding of requisition vs. position terminology and headcount planning nuances.
- Advanced Technical Skills – Hands‑on experience with API management platforms, webhook orchestration, and AI/LLM integration in enterprise environments.
- Leadership & Mentorship – Ability to coach junior team members, share knowledge, and foster a culture of continuous improvement.
Skills & Competencies
- Strategic thinking and problem‑solving
- Strong stakeholder management and influence
- Excellent written and verbal communication
- Data‑driven decision making
- Adaptability and resilience in fast‑moving contexts
- Proficiency with project management tools (Jira, Asana, Trello)
- Experience with CRM and CS platforms (Salesforce, HubSpot, Gainsight)
- Basic understanding of finance and budgeting processes
Career Growth & Learning Opportunities
At brighthush, we invest heavily in the professional development of our team. As the Customer Success & Implementation Lead, you will:
- Progress into senior leadership roles such as Director of Customer Success or VP of Implementation.
- Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and customer experience frameworks.
- Participate in industry conferences, webinars, and thought‑leadership opportunities.
- Access to continuous learning resources, including certifications in project management, integration platforms, and data analytics.
- Mentor and coach new hires, building a high‑performing team that sets the standard for customer success in SaaS.
Work Environment & Company Culture
brighthush is built on a foundation of transparency, collaboration, and a relentless focus on customer value. Our culture is defined by:
- Remote‑First Flexibility – Work from anywhere while staying connected through weekly all‑hands, daily stand‑ups, and virtual coffee chats.
- Inclusive & Diverse Team – A vibrant mix of backgrounds, perspectives, and expertise that fuels innovation.
- Open communication channels where ideas are welcomed and feedback is constructive.
- Celebration of wins, both big and small, through recognition programs and team events.
- Commitment to work‑life balance, with generous PTO, mental health days, and wellness resources.
Compensation & Benefits
While specific figures may vary based on experience, we offer a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior customer success leaders.
- Performance‑based bonuses tied to customer satisfaction, renewal rates, and expansion revenue.
- Equity options that allow you to share in brighthush’s growth.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching and financial planning resources.
- Unlimited vacation policy and flexible working hours.
- Professional development stipend and access to learning platforms.
- Wellness programs, including gym memberships and mindfulness sessions.
Why Join brighthush?
At brighthush, you’ll be part of a mission‑driven team that is redefining how companies plan, forecast, and grow. You’ll have the chance to:
- Shape the customer journey from the ground up, influencing product development and strategy.
- Work with cutting‑edge technologies and help customers unlock the full potential of their data.
- Collaborate with talented engineers, product managers, and executives who are passionate about innovation.
- Make a tangible impact on the success of our customers and the broader industry.
- Grow your career in a supportive environment that rewards initiative and results.
Ready to Make an Impact?
If you’re a customer‑obsessed, technically fluent leader who thrives in a startup environment and is ready to drive post‑sales excellence for a fast‑growing SaaS platform, we want to hear from you. Join brighthush and help us empower organizations worldwide to hire smarter, forecast better, and achieve their growth ambitions.