Senior Digital Customer Success Program Manager – AI‑Powered Engagement Architect & Mid‑Market Growth & Retention Leader Driving Scalable Predictive Customer Journeys at brighthush

Why brighthush? – A Visionary Platform at the Intersection of AI and Human Insight

brighthush is more than a technology provider; it is a catalyst for a new era of customer‑centric growth. Our AI‑infused platform transforms routine support interactions into strategic, revenue‑generating experiences for mid‑market organizations worldwide. By blending real‑time analytics, intelligent automation, and a deep empathy for the human side of service, we enable our customers to turn every click, conversation, and ticket into a measurable loyalty engine. Our culture is built on curiosity, bold experimentation, and relentless innovation, giving every team member the freedom to shape products that matter and the opportunity to see the direct impact of their work on both client success and company performance.

Role Overview – Your Mission as Senior Digital Customer Success Program Manager

As the Senior Digital Customer Success Program Manager at brighthush, you will own the end‑to‑end design, launch, and continuous optimization of a digital‑first engagement framework for our Mid‑Market segment. Your strategic vision will translate into concrete programs that accelerate product adoption, improve health scores, and protect Gross Revenue Retention (GRR). You will act as both architect and executor, turning data‑driven insights into scalable, AI‑powered journeys that delight customers, reduce churn, and unlock upsell potential—all while maintaining lean operational costs.

Key Responsibilities

Strategic Design & Execution of Lifecycle Programs

• Craft comprehensive, end‑to‑end digital playbooks that guide customers from onboarding through renewal, ensuring rapid time‑to‑value for each Mid‑Market account.
• Develop segmentation‑based engagement campaigns that evolve with customer maturity, usage patterns, and product roadmap releases.
• Partner with Product, Marketing, and Content teams to produce in‑product guidance, on‑demand webinars, interactive tutorials, and self‑service knowledge bases that reinforce learning.
• Lead the creation of AI‑driven recommendation engines that surface the most relevant features, best‑practice content, and next‑step actions for each user segment.
• Iterate program design continuously based on quantitative data, qualitative feedback, and emerging industry best practices.
• Document frameworks, templates, and playbooks to enable replication across other market segments and future product lines.

Driving Gross Revenue Retention (GRR)

• Engineer automated, risk‑based intervention workflows that detect at‑risk accounts and trigger timely, personalized outreach.
• Collaborate closely with Customer Success Managers (CSMs) to prioritize remediation actions based on predictive risk scores and potential revenue impact.
• Maintain a dashboard of renewal metrics, churn indicators, and health‑score trends, providing actionable insights to senior leadership on a quarterly basis.
• Champion a proactive risk‑management culture, ensuring every at‑risk customer receives the appropriate blend of digital nudges and human touch.
• Develop, test, and refine a predictive churn model that feeds directly into engagement strategies, enabling pre‑emptive actions before dissatisfaction escalates.

Ownership of the Digital Customer Journey

• Map the complete digital journey—from first awareness touchpoint to post‑renewal advocacy—identifying moments of truth where value can be demonstrated.
• Design scalable programs that increase engagement without proportionally increasing headcount, leveraging automation, AI personalization, and self‑service pathways.
• Implement data‑driven segmentation rules that intelligently route high‑value or at‑risk accounts to human CSMs while allowing low‑risk accounts to stay within automated flows.
• Lead the integration of emerging tools and platforms that enhance the digital experience, ensuring a unified, 360‑degree view of each customer.
• Work hand‑in‑hand with Engineering to embed customer‑success logic directly into the product UI, creating a seamless, in‑product guidance experience.
• Roll out a unified health‑score model that aggregates product usage, support interactions, survey responses, and financial metrics into a single, actionable indicator.

Analytics, Insight Generation & Data Storytelling

• Build and maintain real‑time executive dashboards that surface adoption, engagement, and retention metrics across the Mid‑Market portfolio.
• Translate raw behavioral data into clear, actionable recommendations for Product, Marketing, and Operations teams.
• Design and execute A/B tests, cohort analyses, and multivariate experiments to validate program effectiveness and uncover optimization opportunities.
• Develop predictive models that forecast churn risk, upsell potential, and product‑feature adoption, feeding insights back into the program lifecycle.
• Produce concise, data‑rich reports and presentations that influence product roadmap decisions and go‑to‑market strategies.
• Champion a culture of data literacy by training cross‑functional stakeholders on interpreting and acting upon analytics findings.

Cross‑Functional Leadership & Influence

• Serve as the strategic bridge between Product, Marketing, Sales, Finance, and Customer Success Operations, ensuring alignment on program goals, KPIs, and resource allocation.
• Facilitate workshops, training sessions, and brown‑bag lunches to disseminate digital best practices throughout the Customer Success organization.
• Lead data‑quality initiatives, championing clean, consistent, and actionable data across all integrated platforms.
• Represent brighthush as a thought leader at industry conferences, webinars, and internal hackathons, sharing our vision for AI‑enhanced customer success.
• Mentor junior program managers and analysts, fostering a high‑performance, learning‑oriented team culture.
• Collaborate with Finance to model ROI for digital initiatives, secure budget approvals, and track financial impact against targets.

Essential Qualifications

• 5–10 years of progressive experience in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles within a SaaS environment.
• Demonstrated success in designing, launching, and scaling digital customer‑success programs that materially improve adoption and retention metrics.
• Strong analytical foundation with hands‑on experience in health‑scoring, segmentation, journey mapping, and predictive modeling.
• Proficiency with leading customer‑success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and marketing automation tools (e.g., Marketo, HubSpot).
• Ability to operate as both a strategic thinker and a tactical builder—translating high‑level vision into executable roadmaps.
• Experience leveraging AI, machine learning, or automation to scale personalized engagement at volume.
• Exceptional communication and storytelling skills, capable of presenting complex data insights to senior executives and cross‑functional partners.
• Project‑management expertise, including Agile and Scrum methodologies, with a track record of delivering on time and on budget.
• Hands‑on experience with cohort analysis, A/B testing, and data‑visualization tools such as Tableau, Looker, or Power BI.

Preferred Qualifications

• Background in a high‑growth SaaS organization serving Mid‑Market enterprises, with a deep understanding of the unique challenges and buying cycles of this segment.
• Technical familiarity with AI‑driven recommendation engines, predictive analytics, or data‑engineering pipelines.
• Formal training or work experience in data science, statistics, or related quantitative fields.
• Proven ability to lead cross‑functional initiatives that deliver measurable business outcomes, such as revenue uplift or churn reduction.
• Experience designing and implementing sophisticated customer health‑scoring frameworks and churn‑mitigation playbooks.
• Strong stakeholder‑management skills, with a reputation for influencing without authority across multiple business units.

Core Skills & Competencies

• Strategic Thinking & Execution: Ability to envision long‑term program impact while delivering short‑term wins.
• Data‑Driven Decision Making: Comfort turning large data sets into clear, actionable strategies.
• Customer‑Centric Mindset: Deep empathy for the customer journey and a relentless focus on delivering value.
• Automation & AI Integration: Proven experience embedding intelligent automation into customer‑facing processes.
• Cross‑Functional Collaboration: Skilled at aligning product, marketing, finance, and CS teams around shared objectives.
• Change Management: Ability to lead teams through transformation, adoption of new tools, and evolving processes.
• Project Leadership: Mastery of Agile, Scrum, and other modern project‑delivery frameworks.
• Analytical & Problem‑Solving: Strong quantitative skills paired with creative solution design.
• Communication & Storytelling: Clear, compelling presentation of insights to diverse audiences.
• Adaptability & Resilience: Thrives in fast‑paced, high‑growth environments.

Career Growth & Learning Opportunities at brighthush

At brighthush, we view every employee as a future leader. As a Senior Digital Customer Success Program Manager, you will have a clear pathway to senior leadership roles such as Director of Customer Success, VP of Growth, or Head of AI‑Enabled Engagement. Our commitment to continuous learning includes:

• One‑on‑one mentorship with senior executives in Customer Success, Product, and AI research.
• Fully funded certifications in AI/ML, advanced analytics, and project management (e.g., PMP, CSPO).
• Quarterly internal “Learning Days” featuring guest speakers, hands‑on workshops, and cross‑team hackathons.
• Annual professional‑development budget for conferences, industry events, and specialized training.
• Opportunities to lead high‑visibility, company‑wide initiatives that shape the future of AI‑driven customer experience.
• Access to a global network of experts, thought leaders, and peer groups through our internal community platform.
• Structured career‑coaching programs that align personal aspirations with organizational goals.

Work Environment & Culture

brighthush cultivates a culture of transparency, experimentation, and empowerment. Our distributed workforce enjoys flexible remote‑work options, complemented by regular in‑person gatherings, team‑building retreats, and company‑wide celebrations. We champion diversity of thought, encouraging collaboration across geography, function, and experience level. Core values—customer obsession, data‑driven decision making, and relentless innovation—are lived daily, ensuring every voice is heard and every idea has the chance to make an impact.

We invest heavily in mental‑health resources, wellness programs, and a supportive environment where curiosity is rewarded. Whether you thrive in a fast‑paced sprint or prefer thoughtful, data‑backed planning, you will find a home at brighthush where your contributions directly influence both client success and the company’s growth trajectory.

Compensation, Perks & Benefits

We offer a market‑competitive total rewards package designed to attract and retain top talent:

• Base Salary: $104,700 – $172,800 USD, calibrated to experience, location, and market benchmarks.
• Performance‑Based Variable Incentive: Quarterly bonuses tied to program outcomes, GRR targets, and company‑wide objectives.
• Equity Participation: Stock options for eligible employees, aligning personal success with company growth.
• Comprehensive Health Coverage: Medical, dental, vision, and flexible spending accounts.
• Retirement Savings: 401(k) plan with generous company match.
• Employee Stock Purchase Plan (ESPP): Opportunity to purchase additional shares at a discount.
• Generous Paid Time Off: Vacation, sick leave, parental leave, and flexible time‑away policies.
• Professional Development Stipend: Annual budget for certifications, courses, and conferences.
• Wellness Programs: Gym membership subsidies, mental‑health counseling, and mindfulness resources.
• Remote‑Work Flexibility: Choose your optimal work environment with optional on‑site days for collaboration.
• Community & Giving: Matching charitable donations and paid volunteer days.
• Annual Retreats & Team Events: Company‑wide gatherings that blend learning, fun, and strategic planning.

How to Apply – Join the Future of Customer Success

If you are ready to shape the next generation of AI‑enhanced customer journeys and drive measurable growth for Mid‑Market enterprises, we want to hear from you. Click the link below to submit your application, attach your resume, and share a brief cover letter outlining how your experience aligns with the responsibilities and vision described above.

Apply Now – Become a Digital Success Architect at brighthush

Equal Opportunity & Inclusion

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 without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected characteristic.

Accommodations for Candidates

We strive to make the application process accessible to everyone. If you require a reasonable accommodation to complete any part of the hiring process, please contact our recruitment team at [email protected].

Export Control Notice

Positions that involve access to controlled technology may require export‑control approval. Employment is contingent upon obtaining any necessary licenses or authorizations.

Take the Next Step – Transform Customer Success with brighthush

At brighthush, we are building an AI‑native culture that empowers people to work smarter, faster, and more creatively. Join us to put AI to work for people, shape industry‑defining experiences, and accelerate your own career growth.