Senior Digital Customer Success Program Manager – AI‑Driven Engagement Architect – Mid‑Market Growth & Retention Champion – Building Scalable, Predictive Customer Journeys at brighthush

About brighthush

brighthush is not just a technology company; it is a movement that redefines how businesses connect with their customers. In an era where every digital interaction can be a touchpoint for loyalty, we empower mid‑market enterprises to transform routine support into strategic partnership. By weaving AI‑driven automation, real‑time analytics, and human empathy into a single platform, we help our clients unlock growth, reduce churn, and discover new revenue streams—all while keeping operational costs lean.

Our mission is simple yet ambitious: make customer success effortless, measurable, and scalable. We do this by building tools that learn from every click, conversation, and support ticket, and by fostering a culture that values curiosity, experimentation, and bold thinking. If you are passionate about leveraging technology to create meaningful impact, brighthush offers a stage where your ideas can scale, your voice can be heard, and your career can soar.

Role Overview

As the Senior Digital Customer Success Program Manager, you will be the visionary and execution engine behind brighthush’s digital‑first customer engagement strategy for the Mid‑Market segment. Your mandate is to design, launch, and scale a comprehensive digital program that drives product adoption, elevates customer health, and maximizes Gross Revenue Retention (GRR). You will shape the customer journey from onboarding through renewal, ensuring every interaction is personalized, data‑driven, and seamlessly integrated with human‑centered support.

In a landscape where customer expectations evolve at breakneck speed, delivering a frictionless, engaging digital experience is a key differentiator. By building scalable, AI‑powered programs that guide customers toward rapid value realization, you will help brighthush retain high‑potential accounts, reduce churn, and unlock upsell opportunities—all while keeping operational costs lean.

Key Responsibilities

Design & Execute Lifecycle Programs

• Develop end‑to‑end digital playbooks that accelerate onboarding, feature adoption, and time‑to‑value for Mid‑Market customers.
• Create targeted, segmentation‑based engagement campaigns that evolve with customer maturity and usage patterns.
• Collaborate with Product and Marketing to refine in‑product guidance, educational content, webinars, and self‑service resources.
• Lead the creation of dynamic, AI‑driven recommendation engines that surface the most relevant content and actions for each customer segment.
• Continuously iterate on program design based on data insights, customer feedback, and industry best practices.
• Document program frameworks and best‑practice playbooks for replication across other segments.

Drive Gross Revenue Retention

• Build automated intervention workflows that identify at‑risk accounts and trigger timely outreach.
• Partner with Customer Success Managers to prioritize remediation efforts based on risk scores and business impact.
• Track renewal metrics, churn indicators, and other key performance indicators (KPIs) to continuously improve retention outcomes.
• Own the quarterly review of retention data, presenting insights and actionable recommendations to senior leadership.
• Champion a culture of proactive risk management, ensuring that every at‑risk customer receives the right level of attention.
• Develop a predictive churn model that informs proactive engagement strategies.

Own the Digital Customer Journey

• Map the entire digital journey from first touch to renewal, ensuring each stage delivers measurable value.
• Design scalable programs that increase engagement without adding headcount, leveraging automation and AI personalization.
• Implement data‑driven segmentation rules that route high‑value or at‑risk accounts to human touchpoints.
• Champion the integration of new tools and platforms that enhance the digital experience, ensuring a unified view of the customer.
• Collaborate with Engineering to embed customer success logic directly into the product, creating a seamless experience.
• Lead the rollout of a unified customer health score that aggregates product usage, support interactions, and survey data.

Analytics & Insight Generation

• Build and maintain dashboards that provide real‑time visibility into adoption, engagement, and retention for executives and CS leaders.
• Translate behavioral data into actionable recommendations for product, marketing, and operations teams.
• Conduct A/B testing and cohort analysis to validate program effectiveness and iterate on strategies.
• Develop predictive models that forecast churn risk and upsell potential, feeding insights into the broader customer success ecosystem.
• Document analytical findings in clear, concise reports that drive decision‑making across the organization.
• Present data stories that influence product roadmap and go‑to‑market strategy.

Cross‑Functional Leadership

• Act as the bridge between Product, Marketing, and CS Operations, ensuring alignment on program goals and execution.
• Lead workshops and training sessions to embed digital best practices across the customer success organization.
• Champion data quality initiatives and tool integrations that enhance program performance.
• Serve as a thought leader in industry forums, webinars, and internal hackathons, sharing brighthush’s vision for the future of customer success.
• Mentor junior team members, fostering a culture of continuous learning and high performance.
• Collaborate with Finance to model the ROI of digital initiatives and secure budget approvals.

Essential Qualifications

• 5–10 years of progressive experience in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles.
• Proven track record of improving adoption and retention metrics in a SaaS environment.
• Hands‑on experience building, launching, and scaling a digital customer success program.
• Strong analytical mindset with expertise in health scoring, segmentation, and journey mapping.
• Proficiency with customer success platforms, CRM systems, and marketing automation tools.
• Comfortable operating as both strategist and builder—able to translate vision into executable programs.
• Experience leveraging AI and automation to scale personalized customer engagement.
• Excellent communication skills, capable of presenting insights to senior leadership.
• Strong project management skills, including Agile and Scrum methodologies.
• Experience with cohort analysis, A/B testing, and data visualization tools.

Preferred Qualifications

• Experience in a high‑growth SaaS company serving mid‑market enterprises.
• Knowledge of AI‑driven recommendation engines and predictive analytics.
• Background in data engineering or data science, with the ability to work closely with data teams.
• Track record of leading cross‑functional initiatives that drive measurable business outcomes.
• Experience with customer health scoring frameworks and churn mitigation strategies.
• Strong stakeholder management skills across multiple business units.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Automation & AI Integration
• Cross‑Functional Collaboration
• Change Management
• Project Leadership
• Analytical & Problem‑Solving
• Communication & Storytelling
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Mentorship from senior leaders in Customer Success and Product.
• Paid certifications in AI, data analytics, and project management.
• Internal knowledge‑sharing sessions and cross‑team hackathons.
• Clear career pathways to senior leadership roles such as Director of Customer Success or VP of Growth.
• Opportunities to lead high‑impact initiatives that shape the future of customer experience.
• Regular hackathon challenges that encourage creative problem‑solving and innovation.
• Annual learning budget for conferences, workshops, and industry events.
• Access to a global network of experts and thought leaders in customer success and AI.
• Structured career coaching and performance reviews that align personal goals with company objectives.

Work Environment & Culture

brighthush fosters a culture of transparency, experimentation, and empowerment. We believe that the best ideas come from diverse perspectives, so we encourage collaboration across all functions. Our distributed workforce enjoys flexible work arrangements, while still benefiting from regular in‑office team gatherings and company‑wide events. We celebrate successes, learn from failures, and continuously iterate on our processes to stay ahead of industry trends.

Our core values—customer obsession, data‑driven decision making, and relentless innovation—guide everything we do. You’ll find a supportive environment where curiosity is rewarded, and your contributions have a direct impact on the success of our customers and the growth of the company.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary range: $104,700 – $172,800 (location dependent).
• Variable incentive structure tied to program performance and company goals.
• Equity options for eligible employees.
• Comprehensive health plans (medical, dental, vision) with flexible spending accounts.
• 401(k) plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching charitable donations.
• Paid time off, flexible time away, and family leave programs.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Annual company retreats and team‑building events.
• Remote work flexibility with optional on‑site office days.

How to Apply

Ready to shape the future of customer success at brighthush? Click the link below to submit your application. We look forward to learning how your expertise can help us deliver unparalleled value to our customers.

Apply to this role

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected characteristic.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or if you need an alternative method to apply, please contact our recruitment team at [email protected].

Export Control Regulations

For positions that involve access to controlled technology subject to export control regulations, brighthush may need to obtain export control approval from relevant authorities. All employment is contingent upon obtaining any necessary export licenses or approvals.

Join brighthush – Where AI Meets Human Insight

At brighthush, we’re building an AI‑native culture that empowers people to work smarter, faster, and better. Join us to put AI to work for people and help shape the next generation of customer success.