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

About brighthush and the Future of Customer Success

In the fast‑evolving SaaS landscape, brighthush is carving out a new paradigm for customer success. We are not just a support function; we are a strategic engine that fuels revenue, retention, and product adoption through data‑driven insights, intelligent automation, and a relentless focus on outcomes. Our mission is to empower businesses worldwide to unlock the full potential of their products by turning every customer interaction into a measurable value proposition.

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 enterprise GTM technology ecosystems such as Salesforce, Gainsight, 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 applied‑AI fluency and understanding of AI’s impact on Customer Success.
• Systems thinking across people, process, data, technology, and customer experience.
• Ability to translate ambiguous problems into tangible solutions.
• Excellent cross‑functional influence and communication skills.
• Curiosity, willingness to experiment, learn, and innovate continuously.

Preferred Qualifications

• Experience with large‑scale AI deployments in a SaaS environment.
• Background in data science or analytics with a focus on customer metrics.
• Knowledge of regulatory compliance (GDPR, CCPA) as it relates to customer data.
• Experience leading or mentoring a high‑performing transformation team.
• Published work or speaking experience on AI in Customer Success.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Project & Program Management
• Data‑Driven Decision Making
• AI & Automation Expertise
• Process Design & Optimization
• Stakeholder Management & Influence
• Change Management & Adoption
• Technical Proficiency (Python, SQL, APIs, LLMs)
• Communication & Storytelling
• Resilience & Adaptability

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As Senior Customer Success Manager – Transformation & AI Innovation Lead, you will:

• Lead a high‑impact transformation program that shapes the future of Customer Success across the organization.
• Collaborate with senior leaders, including the Chief Customer Officer, to influence company‑wide strategy.
• Gain exposure to cutting‑edge AI technologies, data science teams, and product development cycles.
• Mentor junior team members and build a culture of continuous improvement.
• Participate in industry conferences, webinars, and thought‑leadership initiatives.
• Advance to Director or VP of Customer Success, Head of AI & Automation, or other senior leadership roles.

Work Environment & Culture at brighthush

Our culture is built on four core pillars:

• Innovation – We encourage experimentation, rapid prototyping, and learning from failure.
• Collaboration – Cross‑functional teams work side‑by‑side, sharing knowledge and celebrating wins together.
• Customer‑First Mindset – Every decision is measured against the impact on our customers’ success.
• Growth & Development – We invest in learning resources, mentorship programs, and career‑pathing.

Our offices are located in vibrant tech hubs, and we offer flexible remote work options to support work‑life balance. We celebrate diversity, equity, and inclusion, and we are committed to creating an environment where every voice is heard.

Compensation & Benefits

While specific details vary by location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based incentive plan that rewards individual and team achievements.
• Comprehensive health, dental, and vision insurance for employees and dependents.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Wellness programs, mental‑health resources, and employee assistance programs.
• Professional development budget, conference travel, and certification support.
• Equity or stock‑option opportunities for eligible employees.
• Flexible work arrangements and remote‑friendly policies.

How to Apply

Ready to lead the next wave of Customer Success transformation at brighthush? Submit your application through our careers portal or click the link below to start the process.

Apply to this role at brighthush

Join brighthush – Where Customer Success Meets AI Innovation

We are looking for a visionary leader who can bridge the gap between strategy and execution, who can turn data into actionable insights, and who can inspire teams to embrace change. If you thrive in a fast‑paced, collaborative environment and are excited about shaping the future of Customer Success, we want to hear from you. Join brighthush and help us create a world where every customer feels understood, empowered, and delighted.