Senior Customer Success Transformation & AI Innovation Lead – Championing Data‑Driven Customer Experience Excellence at brighthush

About brighthush and the Future of Customer Success

In today’s hyper‑competitive SaaS ecosystem, brighthush is redefining what it means to be a customer‑success powerhouse. We’re not merely a support function; we’re a revenue‑driving engine that turns every customer interaction into measurable value. By marrying data‑driven insights, intelligent automation, and a relentless focus on outcomes, we empower businesses worldwide to unlock the full potential of their products.

At brighthush, curiosity is our compass, experimentation is our playground, and continuous learning is the culture that keeps us ahead. If you are passionate about shaping the future of Customer Success, thrive at the intersection of strategy and technology, and want to make a tangible impact on millions of customers, you belong here.

Why This Role Matters

Customer Success has evolved from a reactive support function into a proactive, revenue‑driving engine. In this role, you will be the catalyst that transforms our Customer Success organization into a data‑centric, AI‑enabled powerhouse. You will partner with senior leaders, cross‑functional teams, and external partners to design, prototype, and scale solutions that anticipate customer needs, reduce friction, and create a seamless journey from onboarding to renewal.

Key Responsibilities

• Strategic Vision & Execution – Partner with CS leadership to translate the future‑state Customer Success vision into actionable initiatives, workstreams, and detailed execution plans.
• Workflow Optimization – Evaluate existing CS workflows, identify bottlenecks, and propose elimination, automation, augmentation, or redesign strategies that increase efficiency and scalability.
• Transformation Leadership – Lead cross‑functional transformation initiatives that improve CS productivity, proactive engagement, and overall customer impact.
• Project Management – Coordinate teams, manage dependencies, surface risks, and maintain momentum across multiple concurrent projects.
• Customer Intelligence Architecture – Evolve the customer intelligence layer across product adoption, engagement, sentiment, support, relationship, lifecycle, and commercial data.
• Insight Generation – Translate raw customer data into prioritized insights, risk and opportunity signals, and next‑best actions that inform CS strategy.
• Workflow Integration – Embed intelligence into CS workflows, creating closed‑loop mechanisms that connect signals, actions, and outcomes.
• AI‑Enabled Solution Design – Translate CS business problems into AI‑enabled workflows, solution concepts, data requirements, and technical approaches.
• Rapid Prototyping – Build and test agents, automations, and AI workflows to validate concepts and demonstrate value.
• Build vs. Buy Decision Making – Evaluate whether to build, buy, integrate, or leverage existing enterprise capabilities for each initiative.
• Cross‑Functional Collaboration – Work closely with Engineering, Data, IT, Security, Architecture, and Product teams to transition validated concepts into secure, scalable, production‑ready solutions.
• Lifecycle Management – Move initiatives from prototype through pilot, production, adoption, and measurable impact.
• Change Management – Partner with CS leaders and Enablement to drive workflow and behavior change across the organization.
• Success Metrics & Feedback Loops – Establish success criteria, create feedback loops, and measure impact through productivity, capacity, adoption, proactive risk identification, retention, growth, and customer outcomes.
• Stakeholder Communication – Provide visibility into progress, impact, dependencies, and decisions to senior leadership and key stakeholders.

Essential Qualifications

• 6+ years of experience in Customer Success, SaaS, GTM transformation, technology strategy, product, AI/automation, or related disciplines.
• Proven track record of leading cross‑functional transformation or technology initiatives within CS, post‑sales, or broader GTM organizations.
• Hands‑on experience applying AI, automation, and data to solve real business problems.
• Strong working knowledge of LLMs, AI agents, APIs, integrations, workflow automation, and enterprise data.
• Experience prototyping AI‑enabled workflows, agents, automations, or similar solutions.
• Familiarity with brighthush technology ecosystem such as brighthush, brighthush, or comparable CS platforms, data/BI platforms, and workflow automation technologies.
• Ability to partner effectively with Engineering, Data, Product, IT, Security, and Operations teams.
• Demonstrated ability to move complex initiatives from strategy through execution, adoption, and measurable business impact.
• Deep understanding of Customer Success, SaaS, and GTM operating models.
• Strong Apply for this job