Senior Remote Customer Success Engineer – Scaled, Digital‑First Voice AI Platform

Introduction

brighthush is redefining the way businesses harness the power of spoken language. As a leading voice artificial intelligence platform, we empower developers and enterprises to build real‑time speech‑to‑text, text‑to‑speech, and intelligent voice agents that can be deployed anywhere, from customer support centers to smart home devices. Founded in 2015, brighthush has grown into a vibrant community of 51‑200 employees who are passionate about pushing the boundaries of AI, cloud infrastructure, and developer experience. Our mission is simple: make voice technology accessible, reliable, and transformative for every user.

We are looking for a Remote Customer Success Engineer (Scaled) who can help us accelerate adoption, retention, and expansion across our growing customer base. In this role, you will design and execute scalable, digital‑first success programs, provide hands‑on technical guidance, and build reusable assets that empower both customers and our go‑to‑market teams. If you thrive in a fast‑paced environment, love building systems that scale, and are excited to work at the intersection of AI and customer experience, brighthush is the place for you.

Key Responsibilities

• Own adoption, retention, and expansion across a large, pooled portfolio of scaled‑segment customers through a one‑to‑many motion, rather than dedicated 1:1 coverage.
• Design and execute scalable customer journeys that include digital onboarding sequences, automated lifecycle touchpoints, in‑app guidance, and self‑serve resources to drive fast time‑to‑first‑value and consistent activation.
• Show up in person (virtually) at the moments that matter: activation, technical blockers, expansion signals, renewal, and risk mitigation.
• Provide hands‑on technical guidance—run and record demos, guide API integrations and architecture decisions, troubleshoot L1/L2 issues—for developer and technical audiences, backed by deep, current knowledge of brighthush's APIs and how customers build on them.
• Build and maintain reusable enablement assets (demo scripts, integration guides, sample code, evaluation kits, playbooks, micro‑videos) that customers and GTM teams can run without live support.
• Run one‑to‑many programs—webinars, office hours, education campaigns—that drive product adoption and surface expansion across the segment.
• Monitor account health, usage, and churn‑risk signals across the portfolio and trigger proactive, prioritized outreach based on data insights.
• Identify and scope expansion opportunities (cross‑sell, upsell, multi‑product) at scale, partnering with Sales on higher‑value plays.
• Serve as the voice of the customer internally, turning digital interactions and usage data into actionable input on product roadmap, GTM strategy, and internal tools.
• Track, analyze, and report portfolio‑level KPIs: activation, adoption, usage, health, retention, expansion.
• Build the systems that make scaled success compound. If you find yourself doing something manually more than twice—research, account summaries, follow‑ups, content, technical investigation—your next move is to build the solution that removes it. Your output is measured not just by the customers you serve, but by the leverage you create for the entire segment.

Essential Qualifications

• 3–5+ years in a technical, customer‑facing role—Customer Success Engineering, Sales Engineering, Solutions Engineering, Implementation, Technical Account Management, or Support Engineering—at an API‑driven, developer‑first, or AI company.
• Fluency in APIs, developer workflows, and integration patterns, enough to run demos and troubleshoot L1/L2 issues.
• Credibility in technical conversations with developers; you don’t need to be a software engineer, but you must be genuinely respected by technical audiences.
• Experience serving a high volume of customers or building scaled/tech‑touch programs (digital onboarding, one‑to‑many campaigns, webinars, self‑serve enablement, automated journeys).
• Systems thinking and process orientation—built repeatable playbooks, templates, or automations that work across many customers.
• A data‑driven mindset: comfortable using product usage and customer health data to prioritize, measure, and refine your work.
• Excellent written and verbal communication, with the ability to create content that educates and drives action across a broad audience.
• Strong sense of ownership and comfort working both collaboratively and independently in a remote environment.
• AI‑first mindset: AI use and comfort aren’t optional—they’re core to how we operate, innovate, and measure performance.
• Experience in a scaled, digital, or tech‑touch Customer Success motion, and/or with consumption‑based business models.
• Working fluency with automation, scripting, or agent‑building (Python, TypeScript, workflow tools, agent frameworks) — enough to ship working systems.
• Experience with Customer Success, customer education, or marketing‑automation platforms (Gainsight, Vitally, ChurnZero, or similar) and product analytics tools.
• Experience in AI, ML, voice AI, cloud infrastructure, or developer‑first technologies.
• A background in Customer Education, Scaled/Digital Success, or Customer Marketing alongside technical customer‑facing work.

Preferred Qualifications

• Prior experience in a startup or high‑growth AI environment where you had to build and iterate success programs from scratch.
• Proficiency in building and maintaining internal tools that surface customer insights (e.g., dashboards, automated alerts, health score engines).
• Hands‑on experience with AI experimentation—building prototypes, integrating new models, and iterating on performance metrics.
• Knowledge of the broader voice AI ecosystem, including competitors, industry standards, and emerging trends.
• Experience mentoring or coaching junior team members or cross‑functional teams.

Skills & Competencies

• Technical fluency: APIs, SDKs, webhooks, OAuth, JSON, REST, gRPC, and cloud services (AWS, Azure, GCP).
• Automation & scripting: Python, TypeScript, Bash, PowerShell, or similar.
• Data analysis: SQL, Excel, Tableau, Looker, or equivalent.
• Communication: storytelling, technical writing, presentation, and facilitation.
• Project management: Agile, Scrum, Kanban, or similar frameworks.
• Customer empathy: ability to translate technical issues into business value.
• Adaptability: thrive in a fast‑moving, ambiguous environment.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a continuous journey. As a Customer Success Engineer, you will have access to:

• Mentorship from senior leaders in product, engineering, and sales.
• Regular training on the latest AI models, cloud technologies, and industry best practices.
• Opportunities to lead cross‑functional initiatives—product feedback loops, automation projects, and customer education programs.
• Clear career paths to senior Customer Success roles, Technical Product Management, or Solutions Architecture.
• Support for certifications (AWS, Azure, Google Cloud, or AI‑specific credentials).

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and collaboration. Our culture is built on:

• Trust: autonomy to make decisions and ownership of outcomes.
• Innovation: a sandbox mentality where experimentation is encouraged and failures are learning opportunities.
• Diversity & inclusion: a global team that brings diverse perspectives to every conversation.
• Community: regular virtual coffee chats, hackathons, and knowledge‑sharing sessions.
• Work‑life balance: flexible schedules, unlimited vacation, and a focus on results over hours.

Compensation & Benefits

brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Variable pay: 10% bonus potential tied to individual and company performance.
• Equity: stock options that align your success with the company’s growth.
• Health & wellness: comprehensive medical, dental, and vision plans for you and your family.
• Retirement: 401(k) plan with company match.
• Professional development: budget for conferences, courses, and certifications.
• Remote perks: stipend for home office setup, high‑speed internet, and ergonomic equipment.

How to Apply

Ready to join brighthush and help shape the future of voice AI? Submit your resume, cover letter, and any relevant portfolio Apply for this job