Senior Digital Customer Success Engineer – AI‑Powered Automation & Data‑Driven Journey Architect for Enterprise‑Scale, High‑Impact Customer Experience at brighthush

About brighthush

brighthush is the world’s leading pioneer in Connected Operations™ Cloud, turning raw sensor streams from agriculture, construction, field services, transportation, and manufacturing into actionable insights that drive safety, efficiency, and sustainability at scale. As a publicly traded, high‑growth company, we blend cutting‑edge technology with a relentless customer‑first mindset, delivering tangible impact across the global economy. Our mission is simple: empower the world’s most critical industries to operate smarter, faster, and safer.

Why This Role Matters

Every day, thousands of customers rely on the brighthush platform to keep their operations running smoothly—from ensuring truck drivers deliver goods on time to guaranteeing students arrive safely at school. In a world where manual customer success is no longer scalable, the Senior Digital Customer Success Engineer will pioneer the next generation of self‑service, intelligent customer journeys that reduce friction, accelerate adoption, and drive net revenue retention. Your work will directly influence key customer outcome metrics—adoption rates, churn risk, and NRR—by turning complex customer interactions into seamless, personalized experiences.

Role Overview

As a hands‑on developer and strategic partner, you will design, build, test, deploy, and maintain autonomous AI agents that power a digital‑first post‑sales experience. You will collaborate with Product, Engineering, Data Science, and Customer Success teams to ensure a unified, high‑quality experience for every user. Your responsibilities will span the entire lifecycle of AI‑powered customer success, from ideation and experimentation to production deployment and continuous improvement.

Key Responsibilities

• Customer Journey Optimization: Map end‑to‑end customer experiences, identify friction points, and engineer proactive, automated interventions that guide users toward success.
• End‑to‑End Execution: Write clean, production‑grade Python code, run A/B experiments, and maintain continuous delivery pipelines for AI agents.
• Cross‑Functional Alignment: Collaborate with Product, Engineering, Data Science, and Customer Success teams to ensure a unified, high‑quality experience for every user.
• Performance Monitoring: Track agent accuracy, latency, failure rates, and real‑world impact; detect drift and orchestrate rapid remediation.
• Continuous Improvement: Iterate on agent logic, guardrails, and playbooks as the brighthush platform evolves and new customer use cases emerge.
• Culture Champion: Embody brighthush’s core principles—Customer Success, Long‑Term Thinking, Growth Mindset, Inclusion, and Team Wins—across all initiatives.

Essential Qualifications

• Minimum 1 year of hands‑on experience building and maintaining production LLM‑based agents or automation workflows.
• Proficiency in Python (or equivalent) and a proven track record of integrating AI with external systems such as Salesforce, REST APIs, and internal data pipelines.
• Experience leveraging product usage data to surface health signals, activation milestones, and risk indicators before renewal conversations.
• Comfort with experimental design, statistical analysis, and data‑driven decision making to improve agent performance.
• Systems mindset for managing a high‑volume book of business—creating repeatable playbooks rather than ad‑hoc solutions.
• 3+ years of experience in a B2B SaaS environment, preferably within a fast‑moving, customer‑centric organization.

Preferred Qualifications

• Direct experience with Anthropic Claude or comparable LLM APIs.
• Track record of building programs that drive NRR, retention, or expansion across a long‑tail customer base (100+ accounts).
• Experience developing regression test suites or evaluation frameworks for non‑deterministic AI systems.
• Background in product‑led or high‑velocity customer environments.

Skills & Competencies

• Advanced coding and debugging skills in Python.
• Strong analytical mindset with the ability to translate data insights into actionable engineering solutions.
• Excellent communication skills—capable of articulating complex technical concepts to both technical and non‑technical stakeholders.
• Proactive problem‑solving attitude and a passion for continuous learning.
• Team player who thrives in a collaborative, cross‑functional environment.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by the impact you create. As the first member of the Digital Customer Success team, you will shape the role, set standards, and author playbooks that will be replicated across the organization. You’ll have the autonomy to experiment, fail fast, and iterate—an environment that rewards curiosity and innovation. Over time, you can progress into senior leadership roles such as Director of Customer Success Engineering, Head of AI‑Powered Customer Experience, or even VP of Customer Success.

Work Environment & Culture

brighthush champions a flexible, employee‑led remote model that supports work‑life balance while fostering collaboration. Our culture is built on:

• Customer Success First: Every decision is measured against the value delivered to our customers.
• Long‑Term Thinking: We invest in sustainable growth, not short‑term gains.
• Growth Mindset: Continuous learning and experimentation are embedded in our DNA.
• Inclusion & Belonging: Diversity of thought and background is celebrated and leveraged to solve complex problems.
• Team Wins: Success is shared—wins are celebrated, and challenges are tackled together.

Compensation & Benefits

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

• Base salary range: $105,910 – $160,200 USD (adjusted for market and experience).
• Performance‑based bonus and variable pay.
• Equity opportunities for eligible roles within a high‑growth public company.
• Comprehensive health, dental, and vision plans.
• Generous parental leave and family support.
• Professional development stipend and access to learning resources.
• Flexible remote work policy with optional in‑office collaboration.

Remote Eligibility

This is a fully remote position open to U.S. residents, with the exception of the San Francisco Bay Area, New York City metro area, and Washington, D.C. metro area.

How to Apply

Ready to build the future of digital customer success? Click the link below to submit your application and join a team that’s redefining how the world’s most critical industries operate.

Apply to this role at brighthush

Closing Statement

At brighthush, we’re not just building technology—we’re building the backbone of the global economy. If you’re passionate about leveraging AI to create friction‑less, high‑impact customer journeys, and you thrive in a fast‑paced, collaborative environment, we want to hear from you. Join us, and help shape the future of connected operations.