Senior Customer Success Manager – Commercial Partnerships & Growth Enablement – AI Integration & Customer Experience Leader at brighthush

About brighthush

brighthush is a trailblazer at the intersection of artificial intelligence and enterprise software. We empower Fortune 500 companies, B2B SaaS innovators, and ambitious startups to embed large language models (LLMs) into their products with ease and security. Our flagship suite—brighthush Unified, brighthush Agent Handler, and brighthush Gateway—offers a single, fortified API that unlocks thousands of third‑party tools, streamlines authentication, and delivers real‑time monitoring and maintenance. Thousands of organizations trust brighthush to accelerate product development, reduce churn, and free engineering teams so they can focus on building the next generation of customer‑centric solutions.

At brighthush, we believe the customer experience is the engine of sustainable growth. Our mission is to create a world where every customer interaction is effortless, insightful, and value‑driven. If you thrive in a fast‑moving, high‑impact environment and want to shape the future of AI‑powered customer success, brighthush is the place for you.

Role Overview

We are looking for a dynamic, results‑oriented Senior Customer Success Manager to become the trusted advisor for our commercial portfolio. In this role, you will own the end‑to‑end post‑sales journey—from onboarding to renewal—ensuring that each customer not only achieves their desired outcomes but also discovers new opportunities for growth within the brighthush ecosystem.

As a key member of the Customer Success team, you will collaborate closely with technical stakeholders, sales, and professional services to deliver a seamless, high‑quality experience. You will manage a portfolio of 40–50 commercial customers, driving adoption, satisfaction, and expansion while acting as the voice of the customer within brighthush.

What a Typical Day Looks Like

• Morning Sync: Review the dashboard for any urgent health alerts or support tickets, prioritize tasks, and set daily objectives.
• Client Check‑Ins: Conduct weekly or bi‑weekly calls with key stakeholders to review adoption metrics, discuss roadblocks, and align on next steps.
• Cross‑Functional Collaboration: Work with the Product and Engineering teams to provide customer feedback, influence roadmap decisions, and ensure feature releases meet user needs.
• Data Analysis: Dive into usage analytics, health scores, and satisfaction surveys to surface insights and recommend proactive actions.
• Strategic Planning: Develop and refine success plans that map customer goals to brighthush capabilities, ensuring alignment with revenue targets.
• Thought Leadership: Prepare case studies, whitepapers, or webinar content that showcases customer success stories and best practices.
• Mentorship: Coach junior Customer Success Managers, share best practices, and contribute to the continuous improvement of playbooks.

Key Responsibilities

• Customer Onboarding & Enablement – Lead the onboarding process for new commercial accounts, ensuring rapid integration of brighthush Unified, Agent Handler, and Gateway into their product stack.
• Account Health & Success Planning – Develop and maintain a deep understanding of each customer’s business objectives, technical landscape, and success metrics. Create tailored success plans that align with their strategic goals.
• Issue Escalation & Resolution – Act as the first line of defense for technical and operational challenges. Escalate complex issues to the appropriate internal teams, ensuring swift resolution and minimal impact on the customer.
• Renewal & Expansion Management – Partner with the sales team to identify upsell and cross‑sell opportunities. Drive renewal conversations, negotiate terms, and secure long‑term commitments.
• Customer Advocacy & Feedback Loop – Serve as the customer’s advocate within brighthush. Capture feedback, surface pain points, and collaborate with product and engineering to inform roadmap decisions.
• Data‑Driven Insights – Leverage usage analytics, health scores, and satisfaction surveys to proactively identify risks and opportunities. Present findings to senior leadership and recommend actionable strategies.
• Process & Playbook Development – Contribute to the creation and refinement of customer success playbooks, ensuring consistency and scalability across the organization.
• Cross‑Functional Collaboration – Work closely with Sales, Professional Services, Product, and Engineering to align on customer priorities and deliver integrated solutions.
• Thought Leadership & Community Building – Represent brighthush at industry events, webinars, and user groups. Share best practices and success stories with the broader community.

Essential Qualifications

• Minimum of 3 + years of experience in Customer Success, Account Management, or a related role for SaaS or AI‑centric software products.
• Proven track record of managing a portfolio of commercial customers and driving adoption, satisfaction, and renewal.
• Strong technical aptitude with the ability to understand complex integrations, APIs, and security protocols.
• Exceptional communication skills—both written and verbal—across all levels of an organization, including C‑suite executives.
• High level of autonomy and ownership; comfortable making decisions that impact customer outcomes.
• Entrepreneurial mindset with a passion for experimentation, rapid iteration, and continuous improvement.
• Experience working in a fast‑paced startup environment where priorities shift and playbooks evolve.
• Strong analytical skills and proficiency with CRM and customer success platforms (e.g., brighthush, brighthush, brighthush).

Preferred Qualifications

• Background in the AI, LLM, or cloud integration space.
• Experience with enterprise‑grade security and compliance frameworks (e.g., SOC 2, ISO 27001).
• Prior involvement in product roadmap discussions or feature prioritization.
• Demonstrated ability to influence cross‑functional teams and drive change.
• Experience with data‑driven customer success metrics and OKR frameworks.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for customer challenges and a relentless focus on delivering value.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Problem‑Solving – Creative, analytical, and resourceful approach to complex technical and business issues.
• Influence & Negotiation – Skilled at building relationships, negotiating contracts, and securing renewals.
• Collaboration & Teamwork – Comfortable working cross‑functionally and fostering a culture of shared success.
• Adaptability & Resilience – Thrive in a dynamic environment, pivoting quickly when priorities shift.
• Data Literacy – Proficient in interpreting usage data, health scores, and customer feedback to drive decisions.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders across product, engineering, and sales.
• Access to industry conferences, workshops, and training courses.
• Internal knowledge‑sharing sessions and cross‑team hackathons.
• Clear career pathways from Customer Success Manager to Director of Customer Success or Head of Customer Experience.
• Opportunities to shape product strategy and influence the next generation of AI integration tools.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and innovation. Our culture is defined by:

• Open Communication – Regular all‑hands meetings, transparent decision‑making, and an open‑door policy.
• Inclusive & Diverse Teams – We celebrate diverse perspectives and foster an environment where everyone feels valued.
• Work‑Life Balance – Unlimited PTO, flexible work hours, and a focus on results rather than hours.
• Community & Social Impact – Volunteer days, charity partnerships, and initiatives that give back to the tech community.
• Continuous Learning – Dedicated learning budget, internal skill‑sharing, and access to cutting‑edge resources.

Compensation & Benefits

We offer a competitive total compensation package that reflects your experience, expertise, and impact:

• Base Salary – $110,000–$150,000 (depending on experience and qualifications).
• Variable Compensation – Performance‑based OTE that rewards customer success and revenue growth.
• Equity – Equity package aligned with company milestones and individual contributions.
• Health & Wellness – 100 % coverage for medical, vision, and dental insurance.
• Retirement – 401(k) plan with company match.
• Paid Time Off – Unlimited PTO plus 10 company holidays.
• Commuter Benefits – Pre‑tax commuter benefits to ease daily travel.
• Home Office Stipend – $200 one‑time stipend for setting up a productive remote workspace.
• On‑site Perks – In‑office snacks, free dinner for late‑night work sessions, and a vibrant office culture.

How to Apply

If you are ready to take ownership of customer success at a company that is redefining AI integration, we want to hear from you. Submit your application through our careers portal or email your resume and cover letter to [email protected]. We look forward to exploring how you can contribute to our mission of delivering unparalleled customer experiences.

Conclusion

At brighthush, you will be more than a Customer Success Manager—you will be a catalyst for growth, a champion for our customers, and a key driver of our product’s evolution. If you are passionate about building lasting relationships, solving complex challenges, and shaping the future of AI‑powered solutions, join us and help us create a world where every customer interaction is a success story.