Senior Customer Success Transformation Lead – AI & Automation Strategy Architect Driving Next‑Gen Customer Experience Excellence at brighthush

About brighthush

brighthush is more than a SaaS platform – it is a catalyst for the next wave of customer engagement. Our suite of AI‑powered analytics, intelligent workflow automation, and data‑driven engagement tools empowers enterprises to turn every touchpoint into a measurable engine of growth. We are on a mission to help organizations deliver unforgettable experiences that translate into real business outcomes: higher retention, accelerated upsell, and passionate advocacy. As we scale, we are looking for visionary leaders who can harness AI, automation, and data to redefine what success looks like in customer success.

Why This Role Matters

In today’s hyper‑competitive SaaS landscape, customer success is the linchpin that keeps revenue flowing and churn at bay. The Senior Customer Success Transformation Lead sits at the intersection of strategy, technology, and execution, turning bold ideas into scalable, repeatable solutions that elevate the entire customer journey. If you thrive on solving complex problems, love collaborating across functions, and are passionate about AI‑driven innovation, this is the opportunity to shape the future of customer success at brighthush.

What You’ll Do

Strategic Vision & Execution

Partner with Customer Success leadership to translate the future‑state vision into actionable initiatives, workstreams, and detailed execution plans that align with brighthush’s growth strategy. Own the CS transformation roadmap, ensuring it is data‑driven, customer‑centric, and aligned with product, engineering, and data teams.

Process Optimization & Automation

Evaluate existing workflows, identify bottlenecks, and design solutions that eliminate, automate, augment, or redesign processes to increase efficiency and scalability across the CS organization. Champion the adoption of low‑code/no‑code automation platforms to accelerate delivery and reduce manual toil.

Transformation Leadership

Lead cross‑functional transformation initiatives that improve CS productivity, proactive engagement, and overall customer impact. Facilitate workshops, design sprints, and change‑management sessions to align stakeholders and secure buy‑in.

Project & Program Management

Coordinate teams, manage dependencies, surface risks, and maintain momentum across multiple concurrent projects using agile and lean principles. Deliver regular status updates, dashboards, and executive summaries to senior leadership.

Customer Intelligence Layer

Evolve the intelligence layer across product adoption, engagement, sentiment, support, relationships, lifecycle, and commercial data to provide a 360° view of the customer. Build data pipelines that ingest, clean, and enrich customer signals from multiple sources.

Insight Generation & Actionable Recommendations

Translate raw customer data into prioritized insights, risk and opportunity signals, and next‑best actions that drive proactive CS interventions. Develop predictive models that surface churn risk, upsell potential, and health score anomalies.

Workflow Integration & Continuous Improvement

Embed intelligence into CS workflows, creating closed‑loop mechanisms that connect signals, actions, and outcomes. Champion a culture of continuous improvement by iterating on processes, measuring impact, and scaling successful pilots.

AI‑Enabled Solution Design & Prototyping

Translate CS business problems into AI‑enabled workflows, solution concepts, data requirements, and technical approaches that can be rapidly prototyped. Build, test, and iterate prototypes of agents, automations, and AI workflows to validate concepts quickly and gather stakeholder feedback.

Technology Decision‑Making & Partnerships

Evaluate whether to build, buy, integrate, or leverage existing enterprise capabilities, ensuring alignment with brighthush’s technology strategy and security standards. Partner with Engineering, Data, IT, Security, and Architecture teams to transition validated concepts into secure, scalable, production‑ready solutions.

Lifecycle Management & Impact Measurement

Move initiatives from prototype through pilot, production, adoption, and measurable impact, ensuring continuous improvement and value realization. Measure impact through productivity, capacity, adoption, proactive risk identification, retention, growth, and customer outcomes, and report findings to senior leadership.

Change Management & Stakeholder Communication

Work with CS leaders and Enablement to drive workflow and behavior change, establishing success criteria, feedback loops, and adoption metrics. Provide visibility into progress, impact, dependencies, and decisions to senior leadership and key stakeholders, ensuring transparency and alignment.

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 and deliver measurable outcomes.
• Strong working knowledge of large language models (LLMs), AI agents, APIs, integrations, workflow automation, and enterprise data ecosystems.
• Experience prototyping AI‑enabled workflows, agents, or automations in a production environment.
• Familiarity with enterprise GTM technology ecosystems such as brighthush, 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, actionable solutions.
• Excellent cross‑functional influence and stakeholder management skills.
• Curiosity and a passion for continuous experimentation, learning, and innovation.

Preferred Qualifications

• Experience with AI‑driven customer intelligence platforms or similar solutions.
• Background in data science or analytics, with a strong grasp of statistical modeling and predictive analytics.
• Knowledge of regulatory compliance and data privacy frameworks relevant to customer data.
• Experience leading teams or managing external vendors and partners.
• Advanced proficiency in data visualization tools and dashboards.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Technical Acumen: Comfortable translating business needs into technical solutions and evaluating technology options.
• Project Management: Proven ability to juggle multiple initiatives, prioritize tasks, and deliver on time.
• Communication: Clear, concise, and persuasive communication with both technical and non‑technical audiences.
• Analytical Mindset: Strong data‑driven decision‑making skills and a curiosity for uncovering insights.
• Collaboration: Skilled at building relationships across departments and fostering a culture of teamwork.
• Adaptability: Comfortable navigating ambiguity and pivoting quickly in a fast‑paced environment.
• Customer‑Centricity: Deep empathy for customers and a passion for improving their experience.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As Senior Customer Success Transformation Lead, you will:

• Lead high‑impact projects that shape the future of our customer success organization and influence company‑wide strategy.
• Collaborate with senior leaders across Engineering, Product, and Data to drive innovation and align initiatives with business objectives.
• Mentor junior team members, fostering a culture of continuous learning and development.
• Participate in industry conferences, workshops, and training programs to stay ahead of emerging AI and customer success trends.
• Own a portfolio of initiatives that directly impact revenue, retention, and customer satisfaction metrics.
• Advance into senior leadership roles such as Director of Customer Success Transformation or VP of Customer Experience.

Work Environment & Company Culture

brighthush is a vibrant, inclusive, and collaborative workplace where innovation thrives. We value:

• Transparency: Open communication channels and a culture of honest feedback.
• Agility: A lean, iterative approach that encourages experimentation and rapid learning.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.
• Work‑Life Balance: Flexible working hours, remote work options, and a focus on employee well‑being.
• Continuous Improvement: Regular retrospectives, knowledge sharing sessions, and a focus on process optimization.

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 their families.
• 401(k) or equivalent retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs, including mental health resources and fitness stipends.
• Equity or stock‑option opportunities for eligible employees.

How to Apply

Ready to lead the next wave of customer success transformation at brighthush? Submit your resume and a cover letter that highlights your experience with AI‑driven customer success initiatives, your approach to cross‑functional collaboration, and why you’re excited about this role. We look forward to exploring how your vision and expertise can help us create unforgettable customer experiences that drive lasting business success.

Closing Statement

Join brighthush and become a catalyst for change in the customer success landscape. Your strategic insight, technical savvy, and passion for AI will shape the future of how businesses connect with their customers. If you’re ready to make a measurable impact and grow alongside a forward‑thinking team, we want to hear from you.