Senior Customer Success Lead – Onboarding, Coaching & Pipeline Optimization for AI‑Driven Sales Solutions at brighthush

About brighthush

brighthush is redefining the way founder‑led sales teams close deals. Leveraging cutting‑edge artificial intelligence, our platform empowers sales leaders to automate routine tasks, uncover hidden revenue opportunities, and scale their teams with precision. We’re a fast‑growing, mission‑driven company that thrives on data, experimentation, and a relentless focus on customer success. If you’re passionate about transforming sales operations and love working in a culture that celebrates curiosity, collaboration, and continuous learning, brighthush is the place for you.

Why This Role Matters

As the Senior Customer Success Lead, you will be the linchpin between our product, our clients, and the future of sales. You’ll own the entire early‑stage customer journey—from onboarding to adoption—and ensure that every founder and sales rep who partners with brighthush achieves measurable success. Your expertise will shape how we help teams close more deals, faster, and with less friction.

Key Responsibilities

• Design and Execute a Scalable Onboarding Playbook – Craft a repeatable, data‑driven onboarding process that reduces ramp time by 30% and boosts early adoption rates.
• Drive Product Adoption and Engagement – Monitor usage analytics, identify drop‑off points, and implement targeted interventions that keep customers actively using the platform.
• Pipeline Health Monitoring – Work closely with founders and closers to review deal pipelines, surface bottlenecks, and recommend AI‑powered solutions that accelerate closing.
• Coaching and Enablement – Deliver one‑on‑one coaching sessions, group workshops, and live demos that reinforce best practices and the Frame State Selling methodology.
• Collect and Translate Customer Feedback – Capture insights from real calls, usage data, and surveys; translate them into actionable product backlog items for our engineering team.
• Champion Customer Success Metrics – Own KPIs such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), and churn; present quarterly reports to senior leadership.
• Collaborate Across Teams – Partner with Sales, Product, Marketing, and Engineering to ensure a seamless customer experience from first touch to renewal.
• Lead a High‑Performing Team – Mentor and grow a squad of Customer Success Specialists, fostering a culture of accountability, curiosity, and continuous improvement.

Essential Qualifications

• 5+ years of experience in customer success, account management, or sales operations, with at least 2 years in a leadership role.
• Proven track record of scaling onboarding processes for SaaS or AI‑powered platforms.
• Deep understanding of sales pipelines, deal stages, and the challenges faced by founder‑led teams.
• Hands‑on experience with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Strong analytical mindset: ability to interpret data, identify trends, and recommend data‑driven actions.
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Experience coaching sales teams using structured frameworks such as Frame State Selling or similar methodologies.
• Comfortable with ambiguity and able to thrive in a fast‑paced, high‑growth environment.

Preferred Qualifications

• Background in AI or machine learning product management.
• Experience working with early‑stage startups or founder‑led companies.
• Knowledge of advanced analytics tools (e.g., Looker, Tableau, Power BI).
• Multilingual abilities or experience working with international teams.
• Certifications in customer success (CSM, CSPO) or sales enablement.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Centric Mindset – Passion for solving customer pain points and turning feedback into action.
• Leadership & Coaching – Proven ability to inspire, develop, and retain high‑performing talent.
• Data‑Driven Decision Making – Comfortable turning metrics into insights and insights into strategy.
• Collaboration & Influence – Skilled at building cross‑functional partnerships and driving consensus.
• Adaptability – Thrive in a rapidly evolving environment and pivot when necessary.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Customer Success Lead, you will:

• Lead the design of the next generation of onboarding and enablement programs, positioning yourself as a thought leader in the industry.
• Collaborate with product and engineering to shape the roadmap, giving you a deep understanding of AI product development.
• Mentor junior team members and potentially transition into a Director of Customer Success or Head of Enablement role.
• Participate in industry conferences, webinars, and speaking engagements to represent brighthush on the global stage.
• Access to continuous learning resources—online courses, certifications, and internal knowledge bases—to keep your skills sharp.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, experimentation, and a genuine love for what we do. Our culture is defined by:

• Remote‑First Flexibility – Work from anywhere with a reliable internet connection; we trust you to deliver results.
• Collaborative Spirit – Weekly cross‑team huddles, open office hours, and a Slack community that keeps us connected.
• Data‑First Decision Making – Every initiative is backed by metrics; we celebrate data‑driven wins.
• Continuous Feedback Loop – Regular 1:1s, performance reviews, and peer feedback keep everyone growing.
• Fun & Recognition – Monthly “brighthush Bingo” events, team retreats, and shout‑outs for outstanding contributions.

Compensation, Perks, and Benefits

While the exact figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to customer health 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 a generous parental leave policy.
• Annual professional development stipend and access to industry conferences.
• Wellness program: virtual fitness classes, mental health resources, and a wellness stipend.
• Team‑building retreats, hackathons, and community service days.

How to Apply

If you’re ready to lead a high‑impact customer success function, shape the future of AI‑powered sales, and join a culture that values curiosity, collaboration, and continuous improvement, we want to hear from you.

Click the link below to submit your application and start your journey with brighthush today.