Senior Customer Success Manager – Enterprise AI Platform – brighthush
About brighthush
brighthush is at the forefront of AI‑powered development infrastructure, empowering enterprises to run secure, scalable, and compliant human‑and‑AI‑driven workflows. Our platform unifies developer productivity with rigorous governance, enabling organizations to transition from traditional coding practices to fully autonomous, AI‑assisted pipelines without compromising security, compliance, or performance. With a global footprint and a mission to democratize AI, brighthush is redefining how software teams innovate, collaborate, and deliver value at speed.
Why brighthush?
At brighthush, we believe that technology should accelerate human potential, not replace it. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We invest heavily in continuous learning, provide a flexible work environment, and celebrate every milestone—big or small. If you’re passionate about shaping the future of software engineering and want to make a tangible impact on real‑world businesses, brighthush is the place for you.
Key Responsibilities
As a Senior Customer Success Manager, you will be the linchpin between our customers and the brighthush product ecosystem. Your day‑to‑day activities will include:
- Onboarding & Rollout Leadership: Own the end‑to‑end onboarding journey for new enterprise customers, collaborating closely with Sales to ensure a seamless transition from prospect to active user.
- Adoption & Value Realization: Identify and eliminate friction points that hinder adoption, ensuring customers quickly achieve their desired outcomes.
- Strategic Customer Engagement: Build deep relationships with executive, business, and technical stakeholders to understand their goals, challenges, and use cases, and provide tailored guidance.
- Expansion & Upsell Champion: Spot expansion opportunities within existing accounts and partner with Sales to execute upsell and cross‑sell strategies.
- Renewal & Forecast Management: Oversee renewal cycles, forecast revenue, and secure timely commitments to drive predictable growth.
- Issue Escalation & Resolution: Serve as the primary point of contact for escalated inquiries, coordinating with Support, Product, and Engineering to resolve issues swiftly.
- Health Monitoring & Reporting: Track customer health metrics, usage patterns, and satisfaction scores, and present actionable insights to leadership.
- Product Expertise: Develop deep, global knowledge of brighthush’s product suite to act as a trusted advisor across all customer touchpoints.
Essential Qualifications
- Minimum of 3 years in SaaS customer success or sales, with a preference for enterprise‑level experience.
- Hands‑on experience with Salesforce and other industry‑standard CS platforms (e.g., Totango, Gainsight).
- Strong understanding of cloud infrastructure, DevOps practices, CI/CD pipelines, and the software development lifecycle.
- Proven track record of building and maintaining relationships with executive, business, and technical stakeholders.
- Excellent verbal communication, technical writing, and presentation skills.
- High emotional intelligence, with the ability to navigate complex stakeholder dynamics.
- Self‑motivated, creative, and analytical problem‑solving mindset.
- Experience in a fast‑paced startup environment.
Preferred Qualifications & Bonus Skills
- Background in customer success or sales focused on developer tools.
- Renewal management experience, including forecasting and contract negotiation.
- Familiarity with Totango, Gainsight, or Pylon.
- Hands‑on experience with AI tools such as ChatGPT, Claude, or Cursor.
- Experience with AI Apply for this job