Senior Strategic Customer Success Manager – AI‑Powered Customer Experience Leadership & Transformation at brighthush

About brighthush

brighthush is at the forefront of the next wave of customer engagement, turning every interaction into a strategic asset. By fusing conversational AI agents, real‑time human agent augmentation, and deep conversation intelligence, we empower Fortune‑500 brands across airlines, telecommunications, hospitality, and beyond to unlock revenue, streamline operations, and elevate brand loyalty. Our unified platform is engineered by a team of former pioneers from the Stanford AI Lab—now rebranded as brighthush—and has been adopted by industry leaders who demand measurable, data‑driven outcomes.

With more than $270 million in funding from top venture capital firms, brighthush has built a reputation for delivering AI solutions that scale. Our leadership team, including CEO Ping Wu, brings world‑class expertise that once powered Google’s Contact Center AI and Vertex AI platforms—now reimagined as brighthush AI. Under their guidance, brighthush is shaping the future of AI‑driven customer experiences, and we’re looking for a seasoned professional to help us accelerate that vision.

As AI continues to redefine how businesses connect with their customers, we invite you to join brighthush and lead the next generation of customer‑centric solutions.

Role Overview

We are seeking a seasoned Senior Strategic Customer Success Manager to partner with Fortune‑500 organizations, translating AI capabilities into tangible business outcomes. This role blends strategy consulting, product mastery, and account ownership, enabling you to guide executives, operations leaders, technical teams, and contact‑center personnel toward measurable success.

Key Responsibilities

• Product Mastery & Hands‑On Execution: Attain deep expertise in brighthush’s AI platform and demonstrate its application in real customer environments. Provide guidance on feature adoption, prompt design, workflow configuration, and rule creation. Stay ahead of new releases and accelerate their integration into client use cases.
• Consultative Partnership: Collaborate with stakeholders across all levels to understand objectives, constraints, and existing workflows. Deliver clear, actionable recommendations that bridge strategy and execution, ensuring smooth transition from concept to operational systems.
• Driving Customer Value: Identify opportunities to enhance performance and expand AI use cases. Leverage data and usage analytics to refine deployments, making adjustments that yield measurable impact. Focus on outcomes that matter to the business, not just activity metrics.
• Account Ownership & Health: Maintain overall health of a portfolio of high‑value accounts, overseeing renewals, risk mitigation, and growth initiatives. Conduct periodic business reviews, set priorities, and manage project timelines to deliver on commitments.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops. Share best practices, case studies, and emerging AI trends to position brighthush as a trusted advisor.

Essential Qualifications

• 2–7+ years of experience in management consulting, customer‑facing strategy, or enterprise technology implementation.
• Proven track record of driving adoption and measurable outcomes for AI or data‑driven solutions.
• Strong analytical mindset with the ability to translate complex data into actionable insights.
• Excellent communication skills—both written and verbal—across C‑suite, operations, and technical audiences.
• Experience managing multi‑year, multi‑stakeholder engagements and delivering on key performance indicators.

Preferred Qualifications

• Background in the contact‑center, telecommunications, or hospitality sectors.
• Hands‑on experience with conversational AI, chatbots, or voice‑assistant platforms.
• Familiarity with AI ethics, data privacy regulations, and compliance frameworks.
• Experience leading cross‑functional teams and driving change in large, complex organizations.
• Advanced proficiency in data analytics tools (SQL, Python, Tableau, etc.) and familiarity with AI model monitoring.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering value.
• Project Management: Proven ability to juggle multiple initiatives, meet deadlines, and manage resources.
• Technical Fluency: Comfortable discussing AI concepts, data pipelines, and integration strategies with technical teams.
• Influence & Negotiation: Skilled at building consensus and negotiating win‑win outcomes.
• Adaptability: Thrive in a fast‑moving environment and pivot quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. As a Senior Strategic Customer Success Manager, you will:

• Lead high‑impact projects that shape the future of AI‑driven customer experience.
• Mentor junior success managers and contribute to the development of our internal knowledge base.
• Collaborate with product, engineering, and data science teams to influence roadmap decisions.
• Attend global conferences, workshops, and executive retreats to stay ahead of industry trends.
• Earn certifications in AI, data analytics, and customer success management through our partnership with leading educational platforms.

Work Environment & Company Culture

brighthush is built on a culture of curiosity, collaboration, and continuous improvement. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through weekly virtual huddles, monthly town halls, and quarterly in‑person retreats. We celebrate diversity, encourage experimentation, and reward bold ideas that drive customer success.

Key cultural pillars include:

• Innovation Lab: A dedicated space for experimenting with new AI features and customer success strategies.
• Peer Learning Circles: Regular knowledge‑sharing sessions where teams discuss challenges, solutions, and industry insights.
• Well‑Being Initiatives: Comprehensive wellness programs, mental health resources, and flexible work hours.
• Community Impact: Volunteer opportunities and partnerships with non‑profits focused on digital inclusion.

Compensation, Perks, and Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer outcomes and portfolio growth.
• Equity options that align your success with the company’s long‑term vision.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match and financial planning resources.
• Unlimited paid time off, flexible work arrangements, and a generous parental leave policy.
• Continuous learning stipend for courses, certifications, and conferences.
• Access to cutting‑edge AI tools, data analytics platforms, and internal knowledge repositories.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining how businesses engage with their customers. Your work will directly influence the success of some of the world’s most influential brands, while you grow your expertise in AI, customer success, and strategic consulting. If you thrive in a fast‑paced, collaborative environment and are passionate about turning data into action, we want to hear from you.

Ready to shape the future of customer experience? Apply now and become a pivotal force in the AI revolution at brighthush.