Senior Strategic Customer Success Manager – Enterprise Adoption & Expansion Lead at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers enterprises to harness the full potential of AI-driven development workflows. By delivering secure, governed environments that seamlessly integrate human and AI capabilities, we enable organizations to accelerate innovation while maintaining stringent security, compliance, and performance standards. Our platform is trusted by leading global brands to transform their software delivery pipelines, reduce time-to-market, and unlock new levels of productivity.

Why brighthush?

At brighthush, we believe that technology should be a catalyst for positive change. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We invest heavily in professional growth, provide a flexible remote-first work model, and foster an inclusive environment where every voice is heard. If you’re passionate about shaping the future of AI development and want to make a tangible impact on enterprise customers, brighthush is the place for you.

What You’ll Do

As the Senior Strategic Customer Success Manager, you will be the linchpin that connects our customers’ business objectives with the technical capabilities of the brighthush platform. Your role will span the entire customer lifecycle—from onboarding and adoption to expansion and renewal—ensuring that each account achieves measurable success.

Key Responsibilities

• Own Onboarding & Rollout Plans: Design and execute comprehensive onboarding strategies for new enterprise customers, coordinating with Sales, Solutions, and Engineering to deliver a smooth, successful implementation.
• Drive Adoption & Remove Barriers: Identify and eliminate obstacles that hinder platform adoption, enabling customers to realize their desired outcomes quickly.
• Customer Engagement & Insight: Conduct deep-dive discovery sessions to understand each customer’s goals, challenges, and use cases, and translate these insights into actionable guidance and best‑practice recommendations.
• Technical Success Planning: Translate customer objectives into a detailed technical success roadmap, setting clear milestones, priorities, and timelines, and tracking progress against agreed outcomes.
• Enablement & Troubleshooting: Lead technical discovery workshops, facilitate admin enablement, and resolve common adoption blockers. Escalate complex issues to Solutions, Support, or Engineering as needed.
• Identify Expansion Opportunities: Proactively uncover upsell and cross‑sell opportunities within existing accounts, partnering with Sales to drive revenue growth.
• Renewal & Forecast Management: Oversee renewal processes, ensuring timely commitments and accurate forecasting to support business planning.
• Primary Point of Contact: Serve as the main liaison for all customer inquiries, issues, and escalations, collaborating with internal teams to deliver swift resolutions.
• Health & Usage Monitoring: Continuously monitor customer health scores, usage metrics, and technical risk indicators, providing regular reports to stakeholders.
• Product Expertise: Develop deep expertise in the brighthush platform and its ecosystem to provide authoritative guidance across global accounts.

Essential Qualifications

• 5+ years of experience in customer success, technical account management, or a customer‑facing technical role, with a proven track record of independently managing enterprise accounts.
• Hands‑on knowledge of cloud infrastructure, DevOps practices, CI/CD pipelines, and the software development lifecycle (SDLC). Ability to articulate how these concepts fit into a customer’s environment and influence adoption strategy.
• Experience leading onboarding and deployment initiatives in SaaS or self‑hosted environments, including architecture assessment, security considerations, and troubleshooting using logs and documentation.
• Proficiency with Salesforce and other industry‑standard customer success platforms (e.g., Gainsight, Totango).
• Demonstrated ability to build strong relationships with executive, business, and technical stakeholders across multiple organizations.
• Strong internal advocacy skills, providing actionable feedback to Product and cross‑functional teams.
• High emotional intelligence, excellent verbal communication, and technical writing skills.
• Self‑motivated, creative, and analytical problem‑solver with a passion for continuous learning.

Preferred Qualifications

• Background in startup environments, where agility and rapid iteration are the norm.
• Experience in customer success or sales roles focused on developer tools and AI‑enabled platforms.
• Renewal management experience, including forecasting and contract negotiation.
• Familiarity with AI tools such as ChatGPT, Claude, or Cursor, and a curiosity for emerging developer ecosystems.
• Hands‑on experience with Kubernetes, Terraform, and major cloud providers (AWS, GCP, Azure).
• Experience with customer success platforms like Totango, Gainsight, or Pylon.

Skills & Competencies

• Strategic Thinking & Execution
• Technical Fluency & Architecture Insight
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Influence & Negotiation
• Project Management & Prioritization
• Cross‑Functional Collaboration
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. As a Senior Strategic Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of our platform and customer experience.
• Mentor junior team members and share best practices across the Customer Success organization.
• Collaborate with Product, Engineering, and Sales to influence roadmap decisions based on real‑world customer feedback.
• Participate in leadership development programs, hackathons, and industry conferences to stay at the forefront of AI and DevOps innovation.
• Earn performance‑based bonuses, equity, and opportunities to transition into senior leadership roles such as Director of Customer Success or VP of Customer Experience.

Work Environment & Culture

brighthush thrives on a culture of transparency, continuous improvement, and mutual respect. Key highlights include:

• Remote‑first model with flexible work hours to support work‑life balance.
• Collaborative tools and regular all‑hands meetings to keep everyone aligned.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Annual hackathon and innovation days where teams can experiment with new ideas.
• Regular knowledge‑sharing sessions, lunch‑and‑learns, and cross‑departmental workshops.

Compensation & Benefits

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

• Base salary range: $139,000 – $201,000 per year, commensurate with experience.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity grants to align your success with the company’s long‑term value.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Unlimited paid time off and flexible vacation policy.
• Professional development stipend and access to industry conferences.
• Wellness programs, mental health resources, and employee assistance programs.
• Monthly virtual team‑building events and occasional in‑person retreats.

AI in the Hiring Process

brighthush embraces AI to streamline and enhance our recruitment journey. We use AI tools to:

• Filter and prioritize applications based on role fit.
• Take notes during interview calls to keep the focus on the conversation.
• Ensure a fair, unbiased selection process in compliance with all applicable regulations.

All hiring decisions are ultimately made by human recruiters and hiring managers. AI assists but never replaces human judgment.

Equal Opportunity Employer

brighthush is committed to providing equal employment opportunities to all qualified applicants. We do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender identity, sexual orientation, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by law.

Ready to Join brighthush?

If you are a strategic thinker with a passion for technology, a knack for building lasting customer relationships, and a drive to help enterprises unlock the power of AI, we want to hear from you. Apply today and become a pivotal part of brighthush’s mission to redefine how the world builds software.