Senior Customer Success Manager – AI‑Powered Document Intelligence & Enterprise Adoption Specialist at brighthush

About brighthush

brighthush is a trailblazing AI‑driven platform that transforms how organizations capture, manage, and unlock the value of their documents. By marrying advanced natural language processing with intuitive user experiences, we empower businesses to turn paper‑heavy workflows into seamless digital ecosystems. Our mission is to help enterprises, public sector agencies, and global enterprises achieve measurable outcomes—boosting productivity, reducing costs, and accelerating innovation—through intelligent information management.

Why This Role Matters

In the world of SaaS, the Customer Success Manager (CSM) is the linchpin that turns a one‑time sale into a lasting partnership. At brighthush, the CSM is the strategic owner of the entire post‑sale journey, ensuring that every customer not only adopts our platform but also realizes tangible business value. By driving adoption, retention, and expansion, the CSM directly fuels recurring revenue, enhances Net Revenue Retention, and fuels sustainable growth for the company.

Position Summary

We are seeking an experienced, customer‑centric CSM to lead the adoption, retention, and expansion of our AI‑powered document intelligence platform. You will partner with Sales, Product, Engineering, Support, and Professional Services to accelerate time‑to‑value, monitor customer health, and uncover growth opportunities. Your focus will be on delivering measurable outcomes for customers while shaping the future roadmap of brighthush through actionable feedback.

Key Responsibilities

Customer Onboarding & Adoption

• Own the end‑to‑end customer journey from implementation through ongoing adoption, ensuring a smooth transition from onboarding to full utilization.
• Accelerate time‑to‑value by coordinating onboarding activities, training sessions, and adoption workshops.
• Develop success plans that align with each customer’s business goals and desired outcomes.
• Deliver enablement programs—including live training, webinars, and knowledge bases—to empower users.
• Monitor utilization and engagement trends, using data to identify adoption gaps and opportunities.
• Champion new features by driving adoption of AI capabilities, platform releases, and best‑practice use cases.

Customer Health & Retention

• Build executive‑level relationships with key stakeholders, becoming a trusted advisor and strategic partner.
• Conduct Quarterly Business Reviews (QBRs) and success reviews to assess progress against goals.
• Track health scores and renewal readiness, proactively addressing risks.
• Mitigate adoption risks by developing and executing mitigation plans.
• Manage escalations and coordinate cross‑functional resolution to ensure customer satisfaction.
• Drive retention by fostering a culture of continuous improvement and value realization.

Growth & Expansion

• Identify expansion opportunities across departments, users, and business units.
• Collaborate with Sales on account growth strategies and cross‑sell/upsell initiatives.
• Develop account expansion recommendations based on usage patterns and customer needs.

AI Value Realization

• Quantify and communicate business value achieved through AI‑powered search, interaction, and knowledge discovery.
• Showcase operational efficiencies and productivity gains.
• Promote best practices for AI‑enabled information management.
• Ensure customers recognize measurable outcomes tied to their investment.

Product Feedback & Customer Advocacy

• Collect and synthesize customer feedback to inform product roadmap and feature prioritization.
• Identify opportunities for references, testimonials, and case studies.
• Support customer advisory programs and roadmap discussions.
• Advocate for customer needs across the organization.
• Contribute strategic input that shapes future product direction.

Essential Qualifications

• 5+ years of experience in Customer Success, SaaS Account Management, Professional Services, or Consulting.
• Proven track record managing enterprise customer relationships and driving adoption, renewals, and expansion.
• Experience conducting executive business reviews and strategic customer conversations.
• Deep understanding of SaaS subscription business models and recurring revenue metrics.
• Strong executive presentation and storytelling skills.
• Strategic thinking and consultative problem‑solving abilities.
• Data‑driven decision making using usage and customer health metrics.
• Excellent relationship‑building and communication skills.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience working cross‑functionally with Sales, Product, Engineering, and Support.

Preferred Qualifications

• Experience with AI‑powered software platforms.
• Familiarity with brighthush Cloud Services and the brighthush Bedrock Suite.
• Background in GovTech, records management, archives, libraries, museums, or information management solutions.
• Knowledge of enterprise search, metadata management, content services, or document intelligence platforms.
• Experience supporting public sector and regulated industry customers.
• Understanding of digital transformation and SaaS adoption programs.

Skills & Competencies

• Exceptional relationship‑building and communication skills.
• Strong executive presentation and storytelling abilities.
• Strategic thinking and consultative problem‑solving.
• Data‑driven decision making using usage and customer health metrics.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience working cross‑functionally across Sales, Product, Engineering, and Support.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a CSM, you will:

• Advance into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in executive‑level strategy sessions, influencing product direction and market positioning.
• Access continuous learning through internal training, industry conferences, and certifications.
• Benefit from mentorship programs that pair you with seasoned leaders across the organization.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and customer obsession. Our remote‑first environment encourages flexibility while maintaining strong team cohesion through:

• Weekly cross‑functional syncs and town‑hall meetings.
• Open‑door leadership and transparent communication.
• Inclusive hiring practices and a commitment to diversity and belonging.
• Regular hackathons and innovation challenges that empower employees to experiment.
• A focus on work‑life balance, with generous paid time off and flexible schedules.

Compensation & Benefits

While specific figures vary by location and experience, our total compensation package typically includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option opportunities to share in the company’s growth.
• Comprehensive health, dental, vision, and life insurance.
• 401(k) plan with company match.
• Paid holidays, vacation, and parental leave.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Flexible work arrangements and a supportive remote‑first culture.

How to Apply

Ready to make a lasting impact on the future of AI‑powered document intelligence? Submit your application through our career portal and join a team that values innovation, customer success, and continuous growth.