Senior Customer Success Transformation Lead – AI Innovation & Automation Strategy – Empowering Customer Experience at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers businesses worldwide to unlock the full potential of their customer relationships. With a portfolio of cutting‑edge SaaS solutions, brighthush is redefining how organizations engage, retain, and grow their customer base. Our mission is simple: to help our clients deliver unforgettable experiences that drive measurable business outcomes. As we accelerate our growth, we’re looking for a visionary Senior Customer Success Transformation Lead who can harness the power of AI, automation, and data to shape the future of customer success at brighthush.

Why This Role Matters

Customer success is the heartbeat of any SaaS business. At brighthush, we believe that the most valuable asset is the relationship we build with our customers. This role sits at the nexus of strategy, technology, and execution, turning ambitious ideas into tangible, scalable solutions that elevate our customer experience, boost retention, and accelerate revenue growth. If you thrive on solving complex problems, love working with cross‑functional teams, and are passionate about AI‑driven innovation, this is the opportunity for you.

Key Responsibilities

• Strategic Vision & Execution: Partner with Customer Success leadership to translate the future‑state vision into actionable initiatives, workstreams, and detailed execution plans.
• Process Optimization: Evaluate existing workflows, identify bottlenecks, and design solutions that eliminate, automate, augment, or redesign processes to 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 Layer: Evolve the intelligence layer across product adoption, engagement, sentiment, support, relationships, lifecycle, and commercial data.
• Insight Generation: Translate raw customer data into prioritized insights, risk and opportunity signals, and next‑best actions.
• 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, test, and iterate prototypes of agents, automations, and AI workflows to validate concepts quickly.
• Technology Decision‑Making: Evaluate whether to build, buy, integrate, or leverage existing enterprise capabilities, ensuring alignment with brighthush’s technology strategy.
• Cross‑Functional Collaboration: Partner with Engineering, Data, IT, Security, and Architecture teams to transition validated concepts into secure, scalable, production‑ready solutions.
• Lifecycle Management: Move initiatives from prototype through pilot, production, adoption, and measurable impact, ensuring continuous improvement.
• Change Management: Work with CS leaders and Enablement to drive workflow and behavior change, establishing success criteria and feedback loops.
• Impact Measurement: 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 large language models (LLMs), AI agents, APIs, integrations, workflow automation, and enterprise data.
• Experience prototyping AI‑enabled workflows, agents, or automations in a production environment.
• Familiarity with enterprise GTM technology ecosystems such as brighthush, 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.
• 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.
• 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, we believe that 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.
• Collaborate with senior leaders across Engineering, Product, and Data to influence company‑wide strategy.
• 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.