Senior Manager of Customer Success Engineering – Driving AI‑Enabled Customer Success & Engineering Excellence at brighthush

About brighthush

brighthush is a trailblazing technology company at the forefront of the DevSecOps revolution. With a mission to empower organizations worldwide to ship secure, high‑quality software faster, we combine cutting‑edge automation, continuous integration, and AI‑powered insights into a single, intelligent orchestration platform. Our community of over 50 million users and the trust of more than half of the Fortune 100 companies speak to the impact we’re creating in the digital transformation space.

Why Join brighthush?

At brighthush, we don’t just build products – we build futures. Our culture is built on three pillars:

• Innovation at Scale – Every team member is encouraged to experiment, iterate, and bring bold ideas to life.
• AI as a Productivity Multiplier – AI is woven into our workflows, enabling us to deliver faster, smarter, and more reliable solutions.
• Inclusive Excellence – We celebrate diverse perspectives and foster an environment where every voice is heard and valued.

Our high‑performance culture is fueled by continuous learning, transparent communication, and a relentless focus on customer impact. Whether you’re a seasoned leader or an emerging talent, brighthush offers a platform where your contributions directly shape the future of software development.

Role Overview

The Senior Manager of Customer Success Engineering will be the strategic leader responsible for bridging the gap between our engineering capabilities and the success of our customers. You will guide a high‑performing team of customer success engineers, champion AI adoption across support workflows, and partner with product, sales, and engineering to ensure our customers achieve maximum value from brighthush’s platform.

In this role, you will:

• Own the end‑to‑end customer success journey for enterprise clients.
• Lead, mentor, and scale a team of customer success engineers.
• Drive AI‑enabled tooling and processes that reduce resolution time and increase customer satisfaction.
• Collaborate with cross‑functional stakeholders to translate customer feedback into product enhancements.
• Establish metrics, dashboards, and reporting that quantify success and inform strategy.

Key Responsibilities

• Customer Success Leadership – Develop and execute a customer success strategy that aligns with brighthush’s growth objectives.
• Team Management & Development – Recruit, coach, and retain top talent; foster a culture of continuous improvement and professional growth.
• AI Adoption & Automation – Identify opportunities to embed AI into support workflows, from automated ticket triage to predictive analytics.
• Stakeholder Collaboration – Partner with Product, Engineering, Sales, and Marketing to ensure a seamless customer experience.
• Performance Metrics – Define, track, and report on key performance indicators such as NPS, CSAT, time‑to‑resolution, and churn.
• Process Optimization – Continuously refine support processes, knowledge bases, and onboarding programs to enhance efficiency.
• Customer Advocacy – Serve as a trusted advisor to enterprise customers, turning challenges into opportunities for deeper partnership.

Essential Qualifications

• 10+ years of experience in customer success, technical support, or related roles, with at least 5 years in a leadership capacity.
• Proven track record of managing high‑volume, enterprise‑level customer success teams.
• Deep understanding of DevSecOps practices, CI/CD pipelines, and cloud infrastructure.
• Hands‑on experience with AI/ML tools and their application in customer support or engineering contexts.
• Exceptional communication skills – able to translate complex technical concepts to both technical and non‑technical audiences.
• Strong analytical mindset with proficiency in data‑driven decision making.
• Experience with SaaS metrics (ARR, MRR, churn, NPS) and the ability to influence product strategy.
• Demonstrated ability to build inclusive, high‑performing teams in a remote or distributed environment.

Preferred Qualifications

• Background in software engineering or a related technical discipline.
• Experience leading AI or automation initiatives within a customer success or support organization.
• Familiarity with modern collaboration tools (Slack, Jira, Confluence, etc.) and customer success platforms (Gainsight, Totango).
• Knowledge of compliance frameworks (ISO, SOC, GDPR) and security best practices.
• Prior experience in a fast‑growing startup or high‑tech environment.

Skills & Competencies

• Strategic Vision – Ability to translate business goals into actionable customer success plans.
• Leadership & Coaching – Inspire, develop, and retain top talent while fostering a culture of accountability.
• Customer‑Centric Mindset – Deep empathy for customer pain points and a relentless drive to deliver value.
• Data Literacy – Comfortable working with large datasets, deriving insights, and presenting findings to stakeholders.
• Change Management – Lead organizational change initiatives, especially around AI adoption and process re‑engineering.
• Collaboration – Build strong relationships across product, engineering, sales, and marketing.
• Problem Solving – Tackle complex technical and operational challenges with creative, scalable solutions.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the technology we build. As Senior Manager, you will:

• Take ownership of a high‑impact function that directly influences revenue and customer retention.
• Participate in executive‑level strategy sessions, shaping the future roadmap of brighthush’s platform.
• Access a robust Growth & Development Fund that supports certifications, conferences, and advanced training.
• Benefit from a mentorship program pairing you with senior leaders across the organization.
• Earn equity through our Employee Stock Purchase Plan, aligning your success with the company’s long‑term value.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and collaboration. Our culture is defined by:

• Flexible Paid Time Off – Take the time you need to recharge, with no rigid accrual limits.
• Inclusive Communities – Join our Team Member Resource Groups (TMRGs) to connect, learn, and grow.
• Health & Wellness – Comprehensive health, dental, vision, and mental‑health benefits for you and your family.
• Parental Leave – Generous paid leave for new parents, ensuring you can focus on both family and career.
• Home Office Support – Receive a stipend to create a productive, ergonomic workspace.
• Continuous Learning – Access to a curated library of courses, workshops, and industry events.

Compensation & Benefits

While specific salary ranges vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in the tech industry.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity options through our Employee Stock Purchase Plan, allowing you to share in brighthush’s long‑term success.
• Health, dental, vision, and life insurance for you and your dependents.
• Retirement savings plan with company match.
• Flexible work arrangements and a fully remote model.

How to Apply

If you’re passionate about driving customer success through engineering excellence and AI innovation, we’d love to hear from you. Submit your application through our career portal, and include a cover letter that highlights your experience with AI‑enabled customer success initiatives and your vision for the future of support at brighthush.

Equal Opportunity Statement

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, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.