Senior Customer Success Manager – Voice AI & Conversational Platforms – Accelerating Global Customer Growth, Technical Enablement, and Strategic Partnerships at brighthush
About brighthush
At brighthush, we are on a mission to transform every customer interaction into a natural, intelligent conversation. By blending state‑of‑the‑art deep‑learning models with intuitive conversational design, we empower enterprises to scale support, reduce average handle time, and unlock new revenue streams—all while preserving the human touch that builds loyalty. Our platform serves a diverse portfolio of clients across finance, healthcare, retail, telecommunications, and more, delivering measurable ROI through upsell and cross‑sell opportunities.
With a dedicated team of more than 60 engineers, designers, and customer‑success leaders, we build solutions that understand intent, manage complex call flows, and adapt in real time to evolving customer needs. Our deep‑learning models are backed by rigorous engineering practices, ensuring reliability in high‑volume environments and delivering tangible business outcomes for our clients.
We believe technology should amplify the human experience, not replace it. Our vision is to make every customer interaction feel like a natural conversation, while keeping the human touch at the core of every engagement. Join us as we build the tools that enable businesses to connect with their customers in a way that feels authentic, efficient, and deeply personalized.
Why This Role Exists
As brighthush expands its customer base and deepens market penetration, we need a visionary Customer Success Manager who can own the post‑sales journey and turn every deployment into a measurable business win. This role sits at the intersection of customer success, technical enablement, and growth strategy, and is critical to ensuring that our customers not only adopt our platform but also realize sustained value and expand their usage over time.
Key Responsibilities
Drive Customer Outcomes
Take end‑to‑end ownership of the post‑sales journey. Your focus will be on:
- Ensuring every customer launches quickly, meets defined KPIs, and realizes clear ROI from our AI agents.
- Diagnosing and resolving blockers before they become roadblocks.
- Collaborating with product and engineering to prioritize feature requests that deliver the highest value.
- Tracking and reporting on adoption metrics, usage patterns, and business impact to internal stakeholders.
Cross‑Functional Problem Solving
Partner with engineering, product, and sales to troubleshoot complex issues, accelerate resolutions, and keep customers successful in production. You will:
- Act as the escalation point for high‑priority incidents, coordinating rapid response across teams.
- Translate technical details into clear, actionable recommendations for both technical and non‑technical audiences.
- Champion a culture of continuous improvement by feeding back operational insights into the product roadmap.
Proactive Technical Guidance
Educate customers on best practices, new features, and optimization strategies. Help them extract maximum value from brighthush’s platform through:
- Regular training sessions and workshops tailored to customer roles and use cases.
- Customized playbooks and onboarding frameworks that accelerate time‑to‑value.
- Data‑driven insights that inform usage and performance, enabling customers to make informed decisions.
- Hands‑on support during integration, API usage, and workflow design.
Customer Growth & Expansion
Work closely with customers to uncover new use cases, map expansion opportunities, and translate insights into actionable growth plans. This includes:
- Conducting quarterly business reviews (QBRs) that highlight success metrics and future roadmaps.
- Identifying cross‑sell and upsell opportunities that align with customer objectives.
- Collaborating with sales to close expansion deals that accelerate revenue.
- Developing case studies and success stories that showcase the value of our platform.
Executive & Technical Communication
Engage confidently with stakeholders at every level, simplifying complex AI behavior into clear recommendations that drive adoption and outcomes. You will:
- Present findings and recommendations to executive leadership and board members.
- Translate customer pain points into product stories for the engineering team.
- Maintain a clear, concise communication style across all documentation and meetings.
High‑Ownership, High‑Velocity Mindset
Operate with positivity, pace, and accountability in a fast‑moving startup environment where speed, precision, and customer obsession matter. You will:
- Own the success of each customer account from day one.
- Make data‑driven decisions quickly and iterate on processes as needed.
- Champion a culture of ownership across the customer success team.
Essential Qualifications
- 5+ Years in Technical Customer‑Facing Roles – Experience as a Technical Account Manager, Customer Success Manager, Deployment Strategist, or similar role owning post‑sales success and enterprise customer outcomes.
- API & Integration Exposure – Ability to interpret logs, query data with SQL, and understand how systems integrate in production.
- Escalation & Incident Management – Proven track record of resolving complex issues, guiding senior stakeholders, and driving clarity during high‑pressure situations.
- Strong Communication Skills – Ability to simplify technical concepts for executives and dive deep with practitioners.
- High EQ & Customer Advocacy – Builds trust quickly, navigates competing priorities, and proactively guides customers toward best practices through structured touchpoints such as MBRs/QBRs.
- Cross‑Functional Collaboration – Proven success partnering with Sales, Engineering, and Product to drive adoption and growth.
- Thrives in Fast‑Paced Environments – High‑ownership operator who excels in rapid, high‑impact cultures.
Preferred Qualifications (Nice to Haves)
- Startup experience or early‑stage CSM experience.
- Experience with AI/ML, conversational AI, or telephony systems.
- Familiarity with debugging distributed systems, logs, or APIs beyond REST/JSON.
- Background working with voice workflows, call flows, or contact center tech.
- Experience building CSM playbooks or customer onboarding frameworks.
- Knowledge of large language models and their application in customer service.
Skills & Competencies
- Strategic thinking and data‑driven decision making.
- Exceptional problem‑solving and analytical skills.
- Strong project management and organizational abilities.
- Comfort with ambiguity and the ability to prioritize in a dynamic environment.
- Customer‑centric mindset with a passion for delivering measurable outcomes.
- Proficiency in SQL, API integration, and basic scripting.
- Experience with customer success platforms (e.g., brighthush).
- Excellent written and verbal communication skills.
Career Growth & Learning Opportunities
At brighthush, your impact will be visible from day one. We offer:
- Clear career progression from Senior CSM to Director of Customer Success, with the opportunity to shape the team’s strategy.
- Access to industry conferences, workshops, and training programs that keep you at the forefront of AI and customer success.
- Mentorship from senior leaders who have built successful customer‑success functions in high‑growth tech companies.
- The chance to influence product direction through direct customer feedback loops.
- Opportunities to lead cross‑functional initiatives, such as product launches, go‑to‑market strategies, and customer advocacy programs.
- Regular performance reviews and a transparent promotion path based on measurable outcomes.
Work Environment & Company Culture
brighthush is a collaborative, inclusive, and high‑energy environment where ideas are valued and execution is celebrated. Our culture is built on:
- Transparency – Open communication across all levels.
- Ownership – Every team member is empowered to make decisions that drive customer success.
- Continuous Improvement – We iterate quickly, learn from failures, and celebrate wins.
- Work‑Life Balance – Flexible remote work options and a supportive environment that respects personal time.
- Diversity & Inclusion – A culture that celebrates diverse perspectives and fosters belonging.
- Innovation – A focus on experimentation, rapid prototyping, and data‑driven decision making.
Compensation & Perks
We offer a competitive total rewards package that includes:
- Base salary range: $180,000 – $230,000 per year.
- On‑target earnings (OTE) that reflect your impact on customer outcomes and expansion.
- Meaningful equity that aligns your success with the company’s growth.
- Comprehensive health, dental, and vision benefits.
- Generous paid time off, parental leave, and wellness programs.
- Access to a modern, fully equipped home office stipend.
- Regular team‑building events, both virtual and in‑person, to foster collaboration and camaraderie.
- Flexible working hours and remote‑first policy.
- Professional development budget for courses, certifications, and conferences.
Why You’ll Love This Role
By joining brighthush, you’ll be at the forefront of voice AI innovation, building systems that talk, reason, and help humans at scale. You’ll:
- Own the customer journey from onboarding to expansion, turning every deployment into a measurable win.
- Shape the future of technical account management in the age of large language models.
- Make a tangible, outsized impact on brighthush’s growth trajectory.
- Collaborate with a world‑class team that values curiosity, experimentation, and customer obsession.
- Lead initiatives that directly influence product development and customer experience.
- Grow your skill set in AI, data analytics, and strategic leadership.
Ready to Make an Impact?
If you are a proactive, customer‑centric leader who thrives in a fast‑paced, high‑ownership environment, we want to hear from you. Join brighthush and help us bring the next generation of human‑like AI phone agents to businesses worldwide.