Senior Customer Success Specialist – AI‑Powered Support & Relationship Management Lead – Champion Customer Delight, Drive Product Innovation, and Shape the Future of Service‑Based Businesses at brighthush – Remote, High‑Growth SaaS

About brighthush

brighthush is more than a SaaS platform; it’s a movement that redefines how local service businesses thrive in the digital age. By marrying cutting‑edge artificial intelligence with intuitive, cloud‑native workflows, we empower entrepreneurs to automate the most time‑consuming administrative tasks—smart scheduling, real‑time finance tracking, inventory oversight, and AI‑driven process orchestration. The result? A liberated workforce that can focus on what truly matters: delivering unforgettable client experiences.

Our impact speaks for itself: we’ve saved our customers over 106 million hours and generated more than $2 billion in incremental revenue. Operating across continents, we serve small and medium‑sized enterprises in diverse verticals—from beauty salons and wellness studios to home repair and professional services—making us the operational backbone for entrepreneurs who want to thrive in a competitive marketplace.

At brighthush, we believe that technology should amplify human creativity, not replace it. That’s why our platform is built on a foundation of empathy, transparency, and continuous learning. Every line of code, every AI model, and every customer interaction is guided by a single principle: customer delight.

Why Join brighthush?

As a high‑growth, remote‑first organization, brighthush offers a unique blend of flexibility, autonomy, and purpose. We’re not just hiring talent; we’re building a community of innovators who are passionate about redefining the service industry.

• Impact at Scale: Your work will touch thousands of entrepreneurs worldwide, helping them streamline operations and grow their businesses.
• Career Acceleration: We provide clear pathways for advancement, mentorship programs, and a culture that rewards initiative.
• Diversity & Inclusion: We celebrate diverse perspectives and foster an environment where every voice is heard.
• Innovation Culture: Experiment, iterate, and bring bold ideas to life. Your feedback will shape product roadmaps and customer journeys.
• Work‑Life Harmony: Fully remote, flexible schedules, and a generous paid time off policy keep you energized and focused.

Whether you’re a seasoned support professional or a passionate advocate for customer success, you’ll find a place to grow, learn, and make a tangible impact. We celebrate diversity, encourage experimentation, and reward bold ideas that elevate the customer experience.

Role Overview

As a Senior Customer Success Specialist, you will be the primary advocate for our service‑based clients who rely on brighthush to run their day‑to‑day operations. Your mission is to deliver world‑class support through phone, text, and community engagement, while continuously improving our self‑service resources and AI‑driven workflows. You will collaborate closely with the Customer Support Manager and cross‑functional teams to ensure every client interaction reflects the brighthush brand and drives long‑term loyalty.

Key Responsibilities

• Personalized Client Support: Provide high‑quality, empathetic assistance via phone and text, meeting or exceeding our customer satisfaction (CSAT) and retention metrics. You’ll be the voice that turns a frustrated user into a brand evangelist.
• Onboarding Champion: Own scheduled calls that guide new users through setting up their payroll and other core functionalities, ensuring a smooth transition from onboarding to daily use. Your guidance will set the tone for a lifetime of success.
• Escalation Management: Resolve complex issues escalated from junior support associates, as well as handle a share of inbound calls, turning challenges into opportunities for advocacy. You’ll be the problem‑solver who keeps the pipeline flowing.
• Community Engagement: Respond to posts in our brighthush community group with a professional, helpful tone that embodies our brand voice and fosters a sense of belonging. Your presence will strengthen our community ecosystem.
• AI‑Enabled Knowledge Creation: Identify recurring customer questions and transform them into AI‑assisted macros, Help Center articles, and automated workflows that accelerate issue resolution. You’ll be the architect of our knowledge base.
• Continuous Improvement: Challenge existing processes by shipping fixes to gaps in macros and Help Center content, collaborating with product and engineering teams to implement enhancements. Your feedback loop will drive product excellence.
• Strategic Insight: Leverage deep product expertise to influence customer acquisition and retention strategies, providing data‑driven recommendations that align with business goals. Your insights will shape the next generation of features.
• Metrics & Reporting: Track, analyze, and report on key performance indicators such as NPS, CSAT, first‑contact resolution, and churn rates to inform product and support strategy. Your data storytelling will guide decision‑making.
• Cross‑Functional Collaboration: Partner with product, engineering, marketing, and sales teams to surface customer pain points, prioritize feature requests, and co‑create solutions. Your collaboration will break down silos.
• Mentorship & Knowledge Sharing: Coach junior associates on best practices, share insights from customer interactions, and contribute to the development of internal playbooks. You’ll be the mentor who elevates the entire support organization.

Essential Qualifications

• Minimum of 1 year of customer‑facing experience with a proven track record of driving customer satisfaction and meeting performance standards.
• Demonstrated ability to rebuild personal workflows around AI, automating repetitive tasks and reallocating time to high‑impact problem solving.
• Exceptional written and verbal communication skills, with the flexibility to adapt tone and style across multiple channels.
• Self‑starter mindset: sets direction independently, thrives in a fast‑paced, high‑growth environment, and collaborates effectively with cross‑functional teams.
• Experience in high‑growth technology companies or appointment‑based service businesses is a plus, but not required.

Preferred Qualifications

• Background in SaaS or cloud‑based product support, with familiarity in AI or automation tools.
• Experience creating or curating knowledge base content and using analytics to drive continuous improvement.
• Proficiency in CRM and help desk platforms (e.g., brighthush) and a willingness to learn new tools quickly.
• Strong analytical mindset, comfortable interpreting metrics to identify trends and opportunities for enhancement.

Key Skills & Competencies

• Customer‑centric mindset with a passion for building lasting relationships.
• Problem‑solving agility: turns complex issues into actionable solutions.
• Technical aptitude: comfortable learning new software, APIs, and AI features.
• Collaboration: works seamlessly with product, engineering, and marketing to align on customer needs.
• Adaptability: thrives in a rapidly evolving environment, embracing change and continuous learning.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As you master customer success fundamentals, you’ll have a chance to:

• Progress into senior or lead support roles, overseeing a team of specialists.
• Transition into product or engineering support, influencing feature development based on real‑world customer insights.
• Take on a customer success manager role, managing key accounts and driving revenue growth.
• Participate in cross‑departmental projects that shape the future of AI‑driven business solutions.

We invest heavily in professional development, offering an annual stipend for courses, certifications, conferences, and in‑house training sessions. High performers receive additional incentives after five years, ensuring you’re rewarded for your dedication and growth.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is defined by:

• Inclusivity: We celebrate diverse perspectives and foster an environment where every voice is heard.
• Transparency: Open communication channels keep everyone aligned on goals, challenges, and successes.
• Innovation: We encourage experimentation, rewarding bold ideas that improve customer experience.
• Well‑being: Access to a wellness platform with discounted gym memberships, fitness classes, and mental health resources.
• Community: Regular virtual meetups, hackathons, and social events keep our distributed team connected.

Compensation & Benefits

While specific salary ranges vary by location and experience, brighthush offers a competitive compensation package that includes:

• Health, dental, and vision insurance effective from day one.
• 401(k) plan with company match, available from day one.
• Dependent Care Flexible Spending Account (FSA).
• Paid parental leave and fertility/adoption benefits through our partners.
• Annual professional development stipend and a generous long‑term incentive for high performers.
• Flexible work schedule and fully remote work environment.
• Generous paid time off policy, including vacation, sick leave, and personal days.
• Employee referral bonus program.
• Access to a curated library of industry resources, webinars, and thought‑leadership content.

How to Apply

If you’re ready to elevate customer success to an art form, harness AI to solve real problems, and shape the future of service‑based businesses, we want to hear from you. Submit your application through the link below and join a team that values curiosity, collaboration, and customer delight.