Senior Customer Success Specialist – AI‑Driven Support & Strategic Relationship Management – Remote, Full‑Time – Championing Small‑Business Growth at brighthush

About brighthush

brighthush is a pioneering technology company that empowers local and small‑to‑medium businesses to operate with unprecedented ease and efficiency. By automating the day‑to‑day administrative tasks that keep practitioners busy—booking, marketing, client management, finances, staff scheduling, and inventory—brighthush frees entrepreneurs to focus on the work they love and the clients they serve. Our suite of AI‑driven products has already saved businesses over 106 million hours of admin work, generated more than $2 billion in additional revenue, and facilitated more than 624 million client touchpoints worldwide.

We believe technology should be a partner, not a hurdle. Our mission is to create a seamless, intelligent platform that lets small‑to‑medium businesses thrive without the overhead of complex systems. In a fast‑growing, high‑growth environment, innovation, collaboration, and customer obsession are the cornerstones of everything we do.

Your Role

As a Senior Customer Success Specialist, you will be the primary advocate for our service‑business owners who rely on brighthush to power their daily operations. You’ll own the end‑to‑end customer journey—from onboarding and payroll setup to ongoing support and community engagement—delivering personalized, AI‑enhanced assistance that drives satisfaction, retention, and growth.

Working remotely across the United States, you’ll collaborate closely with the Customer Support Manager, product teams, and community managers to continuously improve our support experience. Your deep product knowledge and proactive mindset will help shape the future of brighthush’s customer success strategy.

Key Responsibilities

• Personalized Support Delivery: Provide high‑quality, phone‑ and text‑based support that meets or exceeds our customer satisfaction and retention standards.
• Onboarding Champion: Own scheduled calls that guide customers through setting up their payroll accounts—from initial questions to live implementation—ensuring a smooth transition.
• Escalation Management: Resolve escalated calls from business support associates and handle a share of inbound inquiries, turning challenges into opportunities for improvement.
• Community Engagement: Respond to posts in our brighthush community group with a professional, helpful tone that reflects our brand voice and fosters a supportive ecosystem.
• AI‑Driven Knowledge Creation: Identify recurring customer questions and transform them into AI‑assisted macros, Help Center articles, and automated workflows that accelerate issue resolution.
• Process Improvement: Challenge existing workflows by shipping fixes to gaps you discover in macros and Help Center content, then collaborate with cross‑functional teams to implement solutions.
• Product Advocacy: Build deep product expertise and use it to drive shared goals in customer acquisition and retention, confidently representing brighthush’s value proposition.

Essential Qualifications

• 1+ year of customer‑facing experience with a proven record of driving customer satisfaction and meeting or exceeding performance metrics.
• Demonstrated ability to rebuild personal workflows around AI, identifying repeatable tasks, automating them, and redirecting time to complex, judgment‑based problems.
• Excellent written and verbal communication skills, with the ability to adapt tone and style to diverse audiences.
• Self‑starter who sets direction without waiting for instructions and collaborates effectively in a team‑driven, high‑growth setting.
• Experience in high‑growth technology companies or appointment‑based service businesses is a plus.

Preferred Qualifications

• Background in SaaS or B2B customer success roles, especially within the small‑business or service‑industry space.
• Familiarity with AI‑powered support tools, chatbots, or automated knowledge bases.
• Experience managing community forums or social media groups, with a strong sense of brand voice and community culture.
• Knowledge of payroll, finance, or inventory management systems for service‑based businesses.

Skills & Competencies

• Customer‑first mindset with a passion for solving problems and improving user experience.
• Strong analytical skills and the ability to translate customer feedback into actionable product improvements.
• Proficiency in using CRM, help desk, and AI tools to manage support tickets and knowledge bases.
• Excellent time‑management and organizational skills, capable of juggling multiple priorities in a remote setting.
• Adaptability and resilience, thriving in a dynamic environment where processes evolve rapidly.
• Team player who values collaboration, open communication, and continuous learning.

Career Growth & Learning

At brighthush, we believe in investing in our people. As a Senior Customer Success Specialist, you’ll have the opportunity to:

• Lead initiatives that shape the future of our support platform, influencing product roadmap and customer experience.
• Mentor junior team members, sharing best practices and fostering a culture of growth.
• Participate in cross‑functional projects that span product, engineering, marketing, and sales, giving you a holistic view of the business.
• Access an annual stipend for professional development, allowing you to pursue certifications, conferences, or courses that enhance your skill set.
• Earn a generous performance‑based stipend after five years, designed to help you recharge and pursue personal passions.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and a results‑driven approach. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Innovation: Encouraging experimentation, rapid iteration, and a willingness to challenge the status quo.
• Inclusivity: A commitment to diversity, equity, and belonging, ensuring every voice is heard and respected.
• Collaboration: Cross‑functional teams that work together to solve complex problems and deliver value to our customers.
• Well‑being: A focus on mental, physical, and financial health, supported by resources and initiatives that promote balance.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, we offer a competitive compensation package that includes:

• Base salary commensurate with experience and industry standards.
• Performance‑based bonuses tied to customer satisfaction, retention, and product adoption metrics.
• Health, dental, and vision insurance effective on day one.
• Wellness platform access with discounted gym memberships, fitness classes, and mental health resources.
• 401(k) plan with company match, available from day one.
• Dependent Care Flexible Spending Account (FSA).
• Paid parental leave and family‑support benefits, including fertility and adoption assistance through brighthush partners.
• Annual professional development stipend and a long‑term performance stipend after five years.

How to Apply

If you’re ready to join a forward‑thinking team that’s redefining how local businesses operate, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can help shape the future of customer success at brighthush.

We celebrate diversity and are an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.