Senior Customer Success Manager – API Migration & Modernization Specialist – Championing Enterprise Digital Transformation, Messaging Innovation, and Unmatched Customer Experience at brighthush

About brighthush

brighthush is more than a technology provider; we are the architects of tomorrow’s customer conversations. With a presence in over 150 countries, we empower brands to connect with their audiences through the most reliable, secure, and forward‑thinking APIs available today. From SMS and RCS to WhatsApp and beyond, our platform delivers a unified, data‑driven messaging experience that scales from a single campaign to a multi‑channel omnichannel strategy.

Our mission is simple yet ambitious: to make advanced communication technology accessible, intuitive, and transformative for businesses of every size. Whether you’re a startup launching its first messaging campaign or a Fortune 500 enterprise modernizing legacy integrations, brighthush provides the tools, expertise, and partnership you need to succeed.

Why brighthush?

At brighthush, we believe that the best technology is built by people who are curious, collaborative, and relentlessly focused on improvement. Our culture is built on four pillars:

• Curiosity: We encourage every team member to ask “why” and experiment with new ideas.
• Collaboration: Our distributed teams work in real time across time zones, sharing knowledge and celebrating wins together.
• Continuous Improvement: From code reviews to customer feedback loops, we constantly refine our processes to deliver higher value.
• Impact: Every project we undertake directly enhances the way businesses communicate with their customers.

We invest heavily in professional development, offering mentorship programs, technical bootcamps, and sponsorship for industry conferences. Whether you’re a seasoned veteran or a rising star, brighthush provides the resources and support you need to accelerate your career trajectory.

Role Overview

As the Senior Customer Success Manager – API Migration & Modernization Specialist, you will be the linchpin in our strategic legacy API deprecation initiative. You will guide enterprise customers through the transition from outdated, end‑of‑life APIs to our cutting‑edge Engage REST API or the full brighthush messaging platform. Your blend of technical acumen, consultative communication, and project management will ensure a seamless migration that unlocks new capabilities such as RCS, WhatsApp, and advanced workflow automation.

In this role, you will:

• Act as the primary point of contact for high‑value accounts during the migration lifecycle.
• Translate complex technical requirements into actionable plans that align with business objectives.
• Drive cross‑functional collaboration between Customer Success, Engineering, Product, and Sales to deliver a unified customer experience.
• Measure and report on migration success metrics, continuously refining processes to improve time‑to‑value and customer satisfaction.

Key Responsibilities

• Discovery & Assessment: Conduct proactive discovery calls with technical and business stakeholders to map current API usage, integration points, and migration timelines.
• Technical Troubleshooting: Leverage modern AI tools and your deep understanding of RESTful services to diagnose and resolve integration challenges in real time.
• Value Proposition Delivery: Articulate the benefits of modernizing onto brighthush’s latest platforms, highlighting cost efficiencies, enhanced security, SLA guarantees, and rich conversational features.
• Objection Handling: Address concerns around development effort, platform timing, and cost. Offer flexible migration pathways, workarounds, and commercial incentives to reduce friction.
• Lifecycle Management: Track migration milestones across CRM and project tracking tools, ensuring notice, discovery, staging, and cutover events are completed before API sunset deadlines.
• Cross‑Functional Collaboration: Partner closely with Customer Success, Tier 2/3 Support Engineers, and Product Managers to resolve technical roadblocks and elevate critical account requirements.
• Documentation & Knowledge Sharing: Create and maintain migration playbooks, best‑practice guides, and post‑migration case studies for internal use and customer reference.
• Performance Metrics: Monitor key success indicators such as migration completion rate, customer satisfaction scores, and time‑to‑value, and report findings to senior leadership.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, Technical Account Management, or Tier 2/3 Technical Support within SaaS, telecommunications, or developer‑API environments.
• Proven track record of leading structured discovery calls, asking probing business and technical questions, and uncovering core operational risks.
• Strong commercial acumen and resilience in steering challenging conversations, de‑escalating churn risks, and reframing forced migrations into value‑add upgrades.
• Working familiarity with REST API concepts, webhooks, HTTP status codes, and software development lifecycles (no coding required, but must communicate comfortably with developers).
• Disciplined organizational skills with experience managing high‑volume customer portfolios against strict deadlines.
• Excellent written and verbal communication skills in English; additional languages are a plus.

Preferred Qualifications

• Experience with messaging platforms (SMS, RCS, WhatsApp) and campaign automation tools.
• Knowledge of AI‑driven troubleshooting tools and analytics dashboards.
• Previous involvement in large‑scale API deprecation or migration projects.
• Certifications in project management (PMP, Agile, Scrum) or customer success (CSM, CSPO).
• Background in data analytics or experience with CRM systems such as Salesforce, HubSpot, or Zendesk.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for customer pain points and a passion for delivering tangible outcomes.
• Technical Fluency: Ability to translate complex technical concepts into clear, actionable guidance for non‑technical stakeholders.
• Strategic Thinking: Capacity to align migration plans with broader business objectives and market trends.
• Project Management: Proficiency in planning, tracking, and executing multi‑phase initiatives with cross‑functional teams.
• Problem Solving: Creative, data‑driven approach to diagnosing issues and crafting innovative solutions.
• Influence & Negotiation: Skilled at persuading stakeholders, negotiating timelines, and securing buy‑in for change initiatives.
• Adaptability: Comfortable working in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent and fostering career progression. As a Senior Customer Success Manager, you will:

• Gain exposure to senior leadership through regular strategy sessions and migration reviews.
• Lead cross‑functional projects that span product, engineering, and sales, building a holistic view of the business.
• Participate in our internal “Innovation Lab,” where you can propose and pilot new customer success initiatives.
• Access continuous learning resources, including online courses, certifications, and industry conferences.
• Potential transition into Product Management, Technical Account Management, or Customer Success Leadership roles.

Work Environment & Culture at brighthush

We believe that a vibrant, inclusive culture fuels innovation. At brighthush, you’ll experience:

• Remote‑first flexibility with optional on‑site collaboration in our Philippines hub.
• Weekly “brighthush Pulse” meetings where teams share wins, challenges, and learnings.
• Open‑door policy encouraging transparent communication across all levels.
• Annual “brighthush Hackathon” where cross‑team squads tackle real customer problems.
• Commitment to diversity, equity, and inclusion, with dedicated resource groups and mentorship programs.
• Community outreach initiatives, such as tech workshops for underrepresented groups.

Compensation, Perks & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive package that includes:

• Base salary commensurate with industry standards for senior customer success roles.
• Performance‑based bonuses tied to migration success metrics and customer satisfaction.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible work hours and remote work options.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conference attendance.
• Employee stock‑option plan to share in brighthush’s growth.
• Access to a company‑wide wellness program, including mental health resources and fitness reimbursements.

How to Apply

If you are passionate about guiding customers through transformative technology migrations and thrive in a collaborative, fast‑paced environment, we want to hear from you. Submit your resume and a brief cover letter outlining your experience with API migrations and customer success initiatives. Our hiring team will review your application and reach out to schedule a technical assessment and interview.

Join brighthush and Make a Difference

At brighthush, we are on a mission to redefine how businesses communicate with their audiences. As the Senior Customer Success Manager – API Migration & Modernization Specialist, you will play a pivotal role in ensuring our customers transition smoothly to the future of messaging. Your expertise will directly impact customer satisfaction, platform adoption, and the long‑term success of our partners. If you are ready to bring your technical insight, customer‑first mindset, and strategic vision to a company that values innovation and growth, apply today and help us shape the next chapter of digital communication.

Apply for this job