Senior Enterprise Customer Success Lead – Championing AI‑Powered SaaS Implementation, Strategic Growth, and Customer Advocacy for Global Enterprises at brighthush

About brighthush

brighthush is more than a SaaS platform – it is the engine behind the next generation of customer experience. By fusing cutting‑edge machine learning with intuitive, human‑centric design, brighthush empowers global enterprises to automate support, supercharge outbound engagement, accelerate sales cycles, and unlock deep, actionable insights at scale. Every touchpoint becomes a data‑rich, personalized interaction that drives smarter, faster, and more meaningful service than ever before.

Founded on a vision to transform customer interactions from transactional to conversational, brighthush has quickly become a trusted partner for some of the world’s most recognizable enterprise brands. We are a high‑velocity startup that thrives on transparency, autonomy, and a relentless focus on impact. If you are passionate about solving complex problems, enjoy working in a fast‑moving environment, and want to see your work directly influence millions of customer interactions, brighthush is the place for you.

Why brighthush is the Future of Customer Success

At brighthush, we are redefining what it means to deliver customer success in the age of AI. Our platform is built on three core pillars:

• Intelligent Automation – Leveraging advanced NLP and predictive analytics to automate routine support tickets and surface proactive insights.
• Human‑Centric Design – Crafting intuitive interfaces that empower both customers and internal teams to collaborate seamlessly.
• Data‑Driven Decision Making – Providing real‑time dashboards and actionable metrics that drive continuous improvement.

By combining these pillars, we help enterprises reduce churn, increase upsell opportunities, and deliver measurable ROI on their customer experience investments.

Role Overview

As a Senior Enterprise Customer Success Lead, you will be the linchpin between our enterprise customers and the engineering, product, and support teams. Your primary mission is to ensure that each customer not only adopts brighthush’s platform successfully but also realizes sustained, measurable value. You will orchestrate end‑to‑end implementation, manage intricate integrations, and act as the trusted advisor who translates technical capabilities into business outcomes.

Day in the Life

• Kick off a new enterprise onboarding session, guiding the customer through a customized implementation roadmap.
• Collaborate with the product team to prioritize feature requests based on customer impact.
• Lead a cross‑functional sprint to resolve a critical integration issue, coordinating with engineering, support, and the customer’s IT team.
• Analyze usage dashboards to identify under‑utilized features and propose targeted training.
• Conduct a quarterly business review, aligning product performance with the customer’s KPIs and uncovering expansion opportunities.
• Mentor junior CS team members, sharing best practices and fostering a culture of continuous learning.

Key Responsibilities

• Customer Onboarding & Implementation Leadership – Design and execute a structured onboarding roadmap that aligns with each customer’s unique goals, ensuring a smooth transition from sales to post‑sales.
• Integration Management – Lead the configuration and deployment of ticketing system integrations, API connections, and data migration projects, establishing clear workflows and documentation.
• Technical Escalation Champion – Serve as the primary technical point of contact for escalated issues, collaborating closely with engineering to diagnose, triage, and resolve bugs or performance bottlenecks.
• Security & Architecture Advisory – Provide guidance on authentication protocols, data privacy, and infrastructure scaling best practices to safeguard customer environments.
• Data‑Driven Optimization – Analyze usage metrics to surface under‑utilized features, recommend enhancements, and drive continuous improvement of the platform’s value proposition.
• Training & Enablement – Translate complex technical documentation into accessible training materials, workshops, and playbooks for non‑technical stakeholders.
• Business Health & Review – Conduct regular business reviews, aligning product performance with customer KPIs, and identifying opportunities for expansion and upsell.
• Proactive Churn Prevention – Monitor health scores, flag at‑risk accounts, and implement retention strategies that keep churn rates low.
• Revenue Growth & Renewal Advocacy – Identify expansion paths, craft ROI narratives, and secure renewals by demonstrating tangible business impact.
• Voice of the Customer – Capture feedback, translate it into actionable product feature requests, and champion customer needs within the product roadmap.

Essential Qualifications

• 3–5 years of proven experience as a Customer Success Manager in a SaaS environment, preferably with enterprise‑grade customers.
• Deep familiarity with CRM platforms such as brighthush or brighthush, and proficiency in workflow automation tools.
• Hands‑on experience with AI‑powered solutions, including prompt engineering and AI‑based integrations.
• Demonstrated ability to scope projects, design implementation playbooks, and manage cross‑functional teams.
• Strong stakeholder management skills, with a track record of bridging communication between customers and engineering, support, and product teams.
• Availability to work during CET business hours and flexibility to support global enterprise customers across multiple time zones.
• Bachelor’s degree in Business, Communications, Computer Science, or a related field (preferred).
• Domain expertise in enterprise SaaS, AI customer experience, or support operations is a plus.

Preferred Qualifications

• Experience leading complex API integrations and data migration projects.
• Background in security architecture, authentication protocols, and scaling cloud infrastructures.
• Proficiency in data analytics tools such as brighthush, brighthush, or brighthush to derive actionable insights from usage data.
• Prior exposure to high‑growth startup environments and a demonstrated ability to thrive in ambiguity.

Core Skills & Competencies

• Technical Acumen – Comfortable navigating APIs, data schemas, and cloud environments.
• Strategic Thinking – Ability to align customer goals with product capabilities and articulate long‑term value.
• Communication Excellence – Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Project Management – Strong organizational skills, meticulous attention to detail, and a knack for delivering on timelines.
• Customer‑Centric Mindset – Empathy, patience, and a genuine passion for solving customer pain points.
• Data‑Driven Decision Making – Comfortable interpreting metrics, generating dashboards, and making evidence‑based recommendations.

Career Growth & Learning Opportunities

At brighthush, early‑team members are groomed for leadership. You’ll have the chance to:

• Progress from Customer Success Manager to Senior Manager or Director of Customer Success.
• Take ownership of cross‑functional initiatives, such as product roadmap influence or global expansion strategies.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of continuous learning.
• Attend industry conferences, workshops, and training sessions to stay ahead of AI and customer experience trends.
• Contribute to thought leadership pieces, webinars, and community events that position you as an industry expert.

Work Environment & Company Culture

brighthush is built on a foundation of high trust, minimal bureaucracy, and rapid iteration. Our core values include:

• Transparency – Open communication channels and shared decision‑making.
• Ownership – Every team member is empowered to take initiative and drive results.
• Collaboration – Cross‑functional teams work hand‑in‑hand to solve complex problems.
• Innovation – A culture that encourages experimentation and embraces failure as a learning opportunity.
• Impact – Your work directly influences millions of customer interactions worldwide.

We offer a flexible, hybrid work model that supports work‑life balance while fostering collaboration. Our office spaces are designed for creativity, with collaborative zones, quiet pods, and state‑of‑the‑art meeting rooms that inspire breakthrough ideas.

Compensation, Perks & Benefits

While specific numbers vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success leaders.
• Performance‑based bonuses tied to customer health, renewal rates, and expansion revenue.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and a generous parental leave policy.
• Continuous learning stipend, conference travel, and access to a curated library of industry resources.
• Wellness programs, on‑site fitness facilities, and mental health support.
• Flexible work arrangements, including remote work options and a hybrid schedule.

How to Apply

If you are ready to lead enterprise customer success at the intersection of AI, SaaS, and human‑centric design, we want to hear from you. Bring your passion for customer advocacy, your technical curiosity, and your strategic mindset to brighthush, and help us shape the future of customer experience.

Apply now and become a pivotal part of a company that is redefining the way the world engages with its customers.