Senior Digital Customer Success Manager – AI & Automation Lead for Intelligent Operations at brighthush

About brighthush

brighthush is a pioneering force in the Connected Operations™ Cloud arena, empowering the world’s most critical physical industries—agriculture, construction, field services, transportation, and manufacturing—to unlock the full potential of IoT data. By transforming raw sensor streams into actionable insights, we help our customers elevate safety, efficiency, and sustainability at scale. As a publicly traded company with a global footprint, brighthush is on a mission to redefine how businesses operate in the physical world, and we’re looking for forward‑thinking talent to join us on this journey.

Why This Role Matters

Every day, thousands of customers rely on the brighthush platform to keep their operations running smoothly. The Digital Customer Success Manager – AI & Automation will be the linchpin that transforms a manual, high‑volume support model into a scalable, digital‑first experience. By building, deploying, and iterating intelligent agents, you’ll enable our Customer Success team to deliver rapid value, reduce churn risk, and drive net revenue retention (NRR) across a growing portfolio of accounts.

Key Responsibilities

• Customer Journey Optimization – Identify friction points across the entire customer lifecycle, design proactive interventions, and translate those into automated, personalized journeys that feel seamless.
• End‑to‑End Execution – Write clean, production‑ready Python code, run rigorous experiments, and maintain continuous delivery pipelines for AI agents.
• Cross‑Functional Alignment – Partner with Product, Engineering, Data Science, and Sales to ensure a unified experience for every user.
• Analytics & Insight Generation – Leverage usage data to spot risk signals, activation milestones, and usage floors before they surface in renewal conversations.
• Experimentation & Optimization – Design A/B tests, define success criteria, and iterate on agent performance based on real‑world data.
• Deployment & Reliability – Own versioning, rollback plans, and production readiness for every agent, ensuring they simplify rather than complicate the customer experience.
• Monitoring & Drift Detection – Track accuracy, latency, failure rates, and customer outcomes; proactively detect and remediate drift.
• Continuous Improvement – Update agents as brighthush’s product evolves, playbooks change, and new data surfaces.
• Culture Champion – Embody brighthush’s core principles—Customer Success, Long‑Term Thinking, Growth Mindset, Inclusion, and Team Wins—across all interactions.

Essential Qualifications

• Minimum 1 year of hands‑on experience building and maintaining production LLM‑based agents or automations.
• Proficiency in Python (or equivalent AI‑to‑code tooling) and a proven track record of integrating AI with external systems such as CRMs, APIs, and operational tools.
• Experience using product usage data to identify risk and opportunity, and acting on those insights before renewal conversations.
• Comfort designing experiments, defining metrics, and drawing actionable conclusions from data.
• Systems mindset for managing a high‑volume book of business—building repeatable playbooks rather than ad‑hoc solutions.
• 3+ years of experience in a B2B SaaS environment, preferably in a high‑velocity customer‑facing role.

Preferred (Ideal) Experience

• Direct experience with brighthush or similar LLM APIs.
• Track record of building programs that drive NRR, retention, or expansion across a digital or long‑tail book of business (100+ accounts).
• Experience creating regression test suites or evaluation frameworks for non‑deterministic AI systems.
• Background in a product‑led or high‑velocity customer environment.

Key Skills & Competencies

• Technical Proficiency – Advanced Python, API integration, data pipelines, and cloud deployment.
• AI & LLM Expertise – Understanding of prompt engineering, model fine‑tuning, and agentic architecture.
• Analytical Thinking – Ability to translate data into actionable insights and prioritize initiatives.
• Communication & Collaboration – Strong written and verbal skills; adept at building relationships with customers and cross‑functional teams.
• Growth Mindset – Passion for continuous learning, experimentation, and improvement.
• Customer‑Centricity – Deep empathy for customers and a drive to deliver measurable value.

Career Growth & Learning Opportunities

At brighthush, you’ll be part of a rapidly expanding Customer Success organization that is still shaping its future. This role offers:

• Autonomy to define the digital CS function from the ground up.
• Direct impact on high‑value metrics such as NRR, churn reduction, and customer satisfaction.
• Mentorship from senior leaders in Product, Engineering, and Customer Success.
• Access to a professional development stipend, conferences, and certifications.
• Clear career pathways into senior CS leadership, product management, or AI strategy roles.

Work Environment & Culture at brighthush

brighthush thrives on collaboration, innovation, and inclusion. Our culture is built around:

• Customer Success First – Every decision is measured by the impact on our customers.
• Long‑Term Thinking – We invest in sustainable growth and lasting relationships.
• Growth Mindset – Continuous learning, experimentation, and iteration are core values.
• Inclusion & Belonging – Diverse perspectives are celebrated and essential to solving complex problems.
• Team Wins – Success is shared, and every win is celebrated together.

Our flexible remote model empowers you to work from anywhere in the United States, except the San Francisco Bay, NYC, and Washington, D.C. metro areas. We also support hybrid and on‑site options for those who prefer a physical office environment.

Compensation & Benefits

Annual Base Salary – $105,910—$160,200 USD (location dependent). In addition to base pay, you’ll be eligible for performance‑based bonus, variable pay, and equity in a high‑growth public company.

Beyond competitive pay, brighthush offers:

• Fully remote work with a flexible schedule.
• Professional development stipend for courses, certifications, and conferences.
• Comprehensive health, dental, and vision plans.
• Generous parental leave and family‑friendly policies.
• Unlimited paid time off and a culture that values work‑life balance.
• Employee stock purchase plan and equity awards for eligible roles.
• Regular team‑building events, both virtual and in‑person.

Eligibility & Remote Work Policy

This position is open to U.S. residents, excluding those in the San Francisco Bay, NYC, and Washington, D.C. metro areas. All candidates must have the legal right to work in the U.S. and be able to work remotely or in a location that aligns with brighthush’s operational needs.

How to Apply

Ready to build the future of digital customer success? Click the link below to submit your application and join the brighthush team.

Apply to Digital Customer Success Manager – AI & Automation

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We welcome applicants from all backgrounds and are committed to creating an inclusive environment where everyone can thrive. We provide reasonable accommodations throughout the hiring process for qualified individuals with disabilities.

Authenticity & Security

To protect candidates from fraud, brighthush uses advanced verification tools to ensure the authenticity of applications. Official communication will come only from emails ending in @brighthush.com.