Senior Customer Success Manager – AI‑Powered Community Platform & B2B SaaS – Remote Brazil – Champion Customer Journeys, Drive Global Growth, Shape the Future of Digital Communities at brighthush

About brighthush

brighthush is more than a SaaS provider; it is the vanguard of AI‑driven community building. Born in the heart of the global innovation ecosystem and now operating as a fully distributed, remote‑first organization, brighthush empowers creators, publishers, and brands to connect, collaborate, and thrive in a digital ecosystem that never stops evolving. By harnessing generative AI, we transform the way audiences discover, engage, and co‑create content. Our flagship offering, the brighthush AI Avatar Platform, lets users craft intelligent, personalized AI avatars that communicate through voice, video, and text—opening new avenues for storytelling, marketing, and brand experience.

With a global customer base spanning 150 countries and more than 50 million active users, brighthush is scaling at an extraordinary pace. We serve high‑profile partners across media, sports, and creator‑focused industries, and our community is growing at a rate that keeps us at the forefront of the creator economy. Backed by top‑tier investors, brighthush is a Series A company that values ownership, autonomy, and high performance.

At brighthush, we believe the future of community is built on trust, collaboration, and continuous learning. Our culture is defined by a shared commitment to innovation, a passion for customer success, and an entrepreneurial spirit that encourages every team member to make an impact.

Industry Landscape & Our Vision

The digital community space is experiencing a seismic shift. Generative AI, real‑time collaboration tools, and immersive storytelling are redefining how brands engage audiences. In this dynamic environment, companies that can seamlessly blend AI with community building will lead the market. brighthush is positioned at the intersection of these trends, offering a platform that not only connects people but also empowers them to co‑create, co‑brand, and co‑profit. Our vision is to become the world’s most trusted AI‑driven community platform, enabling every creator and brand to build sustainable, engaging ecosystems.

Why Join brighthush?

When you step into brighthush, you’re not just taking a job—you’re joining a movement that is reshaping how the world interacts online. We offer a unique blend of cutting‑edge technology, a global customer base, and a culture that rewards curiosity and bold thinking. Whether you’re a seasoned customer success professional or a recent graduate with a passion for AI, brighthush provides the platform, the people, and the resources to accelerate your career while making a tangible impact on millions of users worldwide.

Your Impact as a Senior Customer Success Manager

As a Senior Customer Success Manager, you will be the linchpin in the customer journey—from onboarding to expansion. Your strategic guidance will help customers unlock the full value of our AI Avatar Platform, ensuring they achieve measurable business outcomes. You will collaborate with Sales, Product, Engineering, and Support to create a seamless, end‑to‑end experience that drives retention, renewal, and upsell. Your insights will shape product roadmaps, influence feature prioritization, and elevate the overall customer experience.

Key Responsibilities

• Portfolio Ownership – Manage a portfolio of enterprise and mid‑market customers, building deep, long‑term relationships with key stakeholders across technical and business functions.
• End‑to‑End Onboarding – Lead the onboarding process, ensuring new customers achieve a smooth transition, early success milestones, and a clear understanding of platform capabilities.
• Success Planning – Develop and execute tailored success plans that align with each customer’s business objectives, KPIs, and growth trajectory.
• Health & Adoption Monitoring – Track customer health scores, adoption metrics, and engagement data to proactively identify risks and opportunities for expansion.
• Retention & Expansion – Partner with Sales to drive retention, renewals, and expansion, contributing directly to revenue growth and customer lifetime value.
• Product Feedback Loop – Collaborate with Product and Engineering to surface customer feedback, prioritize feature requests, and influence the product roadmap.
• Business Reviews & Executive Briefings – Facilitate regular business reviews, quarterly business reviews (QBRs), and executive briefings to showcase value, gather insights, and reinforce partnership.
• Process & Playbook Development – Design, document, and iterate on CS playbooks, best‑practice guides, and training materials to elevate team performance and consistency.
• Mentorship & Team Development – Mentor junior CS team members, fostering a culture of continuous improvement, knowledge sharing, and professional growth.

Essential Qualifications

• 3+ years of proven experience in Customer Success, Account Management, or a related customer‑facing role, preferably within B2B SaaS.
• Demonstrated expertise in managing the full customer lifecycle: onboarding, adoption, retention, and renewals.
• Strong business acumen with the ability to translate customer goals into actionable success plans and identify growth opportunities.
• Excellent communication and stakeholder management skills across technical and business audiences.
• Exceptional organizational skills, capable of juggling multiple accounts and priorities simultaneously.
• Proven track record of collaborating cross‑functionally with Sales, Product, Engineering, and Support teams.
• Advanced proficiency in English (written and spoken), with confidence in communicating with native English speakers.

Preferred Qualifications

• Experience working with enterprise customers, global brands, publishers, media, sports, or creator‑focused businesses.
• Background in SaaS, Martech, AdTech, Creator Economy, or AI products.
• Hands‑on experience with Salesforce or other CRM platforms.
• Technical curiosity and familiarity with APIs, integrations, and web technologies.
• Experience building Customer Success processes, playbooks, or metrics in a startup environment.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making – Comfortable interpreting analytics to drive customer outcomes.
• Problem Solving – Quick to diagnose issues and collaborate on solutions.
• Influence & Negotiation – Skilled at guiding stakeholders toward mutually beneficial outcomes.
• Adaptability – Thrive in a fast‑moving, evolving product landscape.
• Customer‑Centric Mindset – Passionate about delivering exceptional experiences and building trust.

Career Growth & Learning Pathways

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will:

• Progress to a Lead or Director role within the Customer Success organization, shaping strategy and scaling the team.
• Take on cross‑functional leadership projects, such as product launches or global expansion initiatives.
• Gain exposure to executive leadership through regular stakeholder interactions and QBRs.
• Participate in mentorship programs, both as a mentor and mentee, to foster continuous learning.
• Leverage our learning budget to pursue certifications in customer success, product management, or AI technologies.

Work Environment & Culture at brighthush

brighthush is a remote‑first company that values flexibility, collaboration, and inclusivity. Our team is composed of professionals from over 20 nationalities, creating a vibrant, multicultural atmosphere. We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Whether you’re in São Paulo, Rio de Janeiro, or anywhere in Brazil, you’ll feel connected to a global community that shares a passion for innovation.

Compensation, Perks & Benefits

• Competitive base salary commensurate with experience.
• Equity package that aligns your success with the company’s growth.
• Performance‑based bonuses tied to customer retention and expansion metrics.
• 4 weeks of paid time off, plus public holidays.
• Health and wellness stipend for gym memberships, mental health resources, and ergonomic equipment.
• Learning & Development budget for courses, conferences, and certifications.
• Flexible working hours to accommodate different time zones and personal commitments.
• Annual company retreat and team‑building events.

How to Apply

If you are a customer‑obsessed professional who thrives in a fast‑paced, AI‑centric environment, we would love to hear from you. Bring your passion for helping customers succeed, your strategic mindset, and your drive to innovate. Apply today and become a pivotal part of brighthush’s journey to redefine community at scale.

Ready to make an impact?

For more details or to discuss the role directly, feel free to reach out to our recruiting team at [email protected].