Senior Manager – AI‑Powered Customer Success & Strategic Growth Lead for Source Platform – Remote, United States – brighthush

About brighthush

brighthush is not just a software vendor; we are the catalyst for the next wave of digital experience. By fusing a visual, drag‑and‑drop editor with a robust content management system and AI‑driven automation, we empower marketers to build, launch, and continuously refine high‑performing web experiences that drive measurable growth and deepen brand trust. Our platform is engineered for speed, scalability, and simplicity, enabling teams to iterate quickly while upholding the highest standards of quality and compliance.

We live by three core principles:

• Speed – Deliver results fast.
• Craftsmanship – Build with care and precision.
• Customer Success – Put the customer at the center of everything we do.

These values shape our culture, product roadmap, and partnership approach. We are a diverse, inclusive, and collaborative team that thrives on experimentation, data‑driven insights, and a relentless pursuit of excellence.

Our mission is to democratize AI‑powered web experience management so that every brand, regardless of size, can create engaging, data‑rich sites that resonate with their audience and drive predictable growth. As we expand our footprint, we are looking for visionary leaders who can help us scale our impact, build lasting relationships, and shape the future of AI‑enabled customer experience.

The Opportunity: Role Overview

As the Senior Manager – AI‑Powered Customer Success & Strategic Growth Lead for Source, the next‑generation platform that lets marketing teams and their AI agents launch, optimize, and scale digital experiences together, you will be the architect of a brand‑new customer success organization. Source is in its research preview stage, poised for commercial launch, and you will be the catalyst that turns early adopters into long‑term champions.

Starting as a player‑coach, you will manage a small portfolio of strategic enterprise accounts while laying the foundations of the team. As adoption grows, you will scale the team, design operating models, and create playbooks that become the industry standard for AI‑enabled web experience success. Your influence will extend beyond day‑to‑day support; you will shape product strategy, drive customer advocacy, and help define the roadmap for the next wave of AI capabilities.

Key Responsibilities

Build and Lead a High‑Performing CS Team

• Recruit, coach, and mentor a group of Customer Success Managers who embody speed, craftsmanship, and customer obsession.
• Foster a culture of experimentation, continuous learning, and data‑driven decision making.
• Set clear performance metrics, conduct regular one‑on‑ones, and champion professional development.
• Implement a robust onboarding program that accelerates new hires into high‑impact contributors.
• Drive a high‑energy, collaborative environment that encourages knowledge sharing and peer coaching.

Strategic Enterprise Account Management

• Serve as the executive sponsor for key enterprise customers, building relationships with senior marketing, web, and engineering leaders.
• Understand their business objectives and align Source adoption with those goals.
• Translate business outcomes into actionable Source strategies and roadmaps.
• Act as the trusted advisor, providing insights on industry trends, best practices, and emerging AI opportunities.

Retention, Expansion, and Advocacy

• Own renewals, upsells, and cross‑sell opportunities, driving customer lifetime value.
• Develop and execute account plans that maximize growth and mitigate churn risks.
• Champion the voice of the customer within brighthush, capturing qualitative and quantitative feedback.
• Translate insights into product enhancements and communicate back to customers how their input is driving change.
• Build a community of early adopters who become brand ambassadors and case study champions.

Operational Excellence and Process Design

• Design and implement scalable operating models, processes, and playbooks.
• Leverage automation and AI to streamline workflows, reduce manual effort, and improve service quality.
• Measure and report on key performance indicators, continuously refining strategies.
• Establish a data‑centric culture where every decision is backed by actionable metrics.

Cross‑Functional Collaboration

• Partner with Product, Engineering, Marketing, and Sales to align on go‑to‑market strategies, feature prioritization, and customer success initiatives.
• Represent the customer perspective in all cross‑functional discussions.
• Facilitate joint workshops that translate customer pain points into product backlog items.

Thought Leadership and Community Building

• Represent brighthush at industry events, webinars, and user groups.
• Publish case studies, whitepapers, and blog posts that showcase the value of Source and AI‑driven web experience management.
• Build a community of early adopters who can share best practices and success stories.
• Serve as a mentor to the broader CS community, sharing insights on AI, data analytics, and customer success best practices.

Essential Qualifications

• 10+ years of experience in customer success, account management, or related roles within the SaaS or digital experience industry.
• Proven track record of building and scaling high‑performing CS teams in a fast‑moving environment.
• Deep understanding of AI, machine learning, and data analytics as they apply to marketing and web experience optimization.
• Experience managing enterprise accounts with complex, multi‑departmental stakeholders.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills – both written and verbal – with the ability to influence executives and technical teams alike.
• Demonstrated ability to drive customer retention, expansion, and advocacy.
• Experience with CS tools such as Gainsight, Totango, or similar platforms.
• Comfortable working in a remote, distributed team environment with a focus on results and accountability.

Preferred Qualifications

• Background in AI product management or AI‑driven marketing technology.
• Experience working with marketing technology stacks (e.g., CDPs, DMPs, analytics platforms).
• Knowledge of web performance metrics, SEO, and conversion optimization.
• Experience in a startup or high‑growth SaaS company with a culture of experimentation.
• Fluency in data visualization tools (Tableau, Looker, Power BI).
• Prior experience building CS playbooks that become industry benchmarks.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Leadership & Coaching – Inspire, develop, and retain top talent.
• Customer‑Centric Mindset – Deep empathy for customer pain points and a passion for solving them.
• Data‑Driven Decision Making – Use metrics and analytics to guide strategy and measure success.
• Project Management – Manage multiple initiatives simultaneously with clear timelines and deliverables.
• Influence & Negotiation – Build consensus across cross‑functional teams and negotiate with senior stakeholders.
• Adaptability – Thrive in a rapidly evolving product landscape and pivot when necessary.
• Communication – Articulate complex ideas clearly to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As the Senior Manager of AI‑Powered Customer Success, you will:

• Lead the expansion of the Source CS organization from a small team to a multi‑tiered, global function.
• Shape the product roadmap by feeding customer insights directly into the engineering backlog.
• Move into a Director or VP level role within Customer Success or Product, depending on your strengths and interests.
• Participate in executive leadership meetings, influencing company strategy and vision.
• Access continuous learning resources, including AI and data science workshops, leadership development programs, and industry conferences.
• Mentor and coach emerging leaders, building a legacy of high performance and innovation.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and results. Our culture is built on:

• Speed & Agility – Rapid iteration cycles, short feedback loops, and a bias toward action.
• Craftsmanship – High standards for code, design, and customer experience.
• Collaboration – Cross‑functional teams that break down silos and share knowledge.
• Inclusivity & Diversity – A welcoming environment where diverse perspectives drive better outcomes.
• Continuous Learning – Regular knowledge‑sharing sessions, hackathons, and access to industry‑leading courses.
• Work‑Life Balance – Flexible hours, generous vacation policy, and a focus on mental well‑being.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CS leadership roles.
• Performance‑based bonus structure tied to customer success metrics.
• Equity or stock‑option plan to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working arrangements.
• Professional development stipend and conference travel budget.
• Wellness programs, including virtual fitness classes and mental health resources.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the digital experience landscape. You’ll have the chance to:

• Lead a brand‑new CS organization from the ground up.
• Work with cutting‑edge AI technology that is redefining marketing and web experience.
• Influence product direction and customer strategy at a high level.
• Collaborate with talented engineers, designers, and marketers who are passionate about innovation.
• Grow your career in a culture that rewards initiative, creativity, and results.

We’re looking for leaders who are not only skilled but also curious, resilient, and customer‑obsessed. If you’re ready to take on a pivotal role that blends strategy, leadership, and technology, we want to hear from you.

Apply Today

Ready to shape the future of AI‑powered customer success? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re excited to explore how your expertise can help us empower brands to build, manage, and optimize web experiences that drive predictable growth and strengthen brand trust.