Senior Technical Account Manager – Customer Success & AI Enablement Lead for EMEA, Championing Adoption, Expansion, and Innovation at brighthush

About brighthush

brighthush is more than a SaaS platform; it is the next frontier in the future‑of‑work ecosystem. By seamlessly weaving together tasks, documents, chat, calendar, and enterprise search into a single, context‑aware workspace, we empower teams to focus on what truly matters: creating value, solving complex problems, and accelerating growth. Powered by generative AI, our platform anticipates user needs, automates routine work, and delivers a frictionless, intuitive experience that feels almost like magic.

As a high‑growth, remote‑first organization, we thrive on curiosity, collaboration, and continuous learning. Every decision is data‑driven, every conversation is transparent, and every team member is encouraged to experiment, iterate, and innovate. If you are passionate about shaping the future of work, driving measurable impact for customers, and building a career at the intersection of technology and business, brighthush is the place for you.

Position Overview

We are looking for a seasoned Senior Technical Account Manager – Customer Success & AI Enablement Lead to champion the success of our most strategic EMEA customers. In this role, you will be the bridge between our customers’ business objectives and the technical capabilities of the brighthush platform. You will own the end‑to‑end customer journey—from onboarding and adoption to expansion and AI enablement—ensuring that each account realizes maximum value and becomes a long‑term partner.

Your influence will span multiple functions: you will collaborate with Sales, Product, Engineering, and Support to translate customer needs into actionable roadmaps, while also driving internal initiatives that accelerate platform adoption and AI integration. You will be a trusted advisor, a data‑driven strategist, and a hands‑on technical expert—all rolled into one.

Why brighthush?

At brighthush, we are redefining how teams work together. Our mission is to eliminate friction from everyday workflows so that people can focus on high‑impact work. We are backed by a culture of experimentation, a commitment to data‑driven decisions, and a belief that technology should amplify human creativity. If you want to be part of a company that is shaping the future of work, that values your voice, and that rewards bold ideas, brighthush is the place to grow.

Key Responsibilities

Customer Onboarding & Enablement

• Lead comprehensive, end‑to‑end onboarding programs that cover discovery, solution design, configuration, training, and go‑live support.
• Translate functional and technical requirements into scalable brighthush solutions, including custom workflows, templates, hierarchies, and automation scripts.
• Guide customers through foundational setup, integrations with third‑party tools, and governance frameworks, ensuring best practices and smooth change management.
• Design and deliver tailored training modules—live workshops, recorded videos, and knowledge base articles—that empower users to become self‑sufficient champions of the platform.
• Maintain a customer onboarding playbook that evolves with product updates and customer feedback.

Account Health & Growth

• Monitor seat utilization, adoption trends, and stakeholder engagement to maintain a healthy account score and early risk detection.
• Develop and execute adoption plans, quarterly business reviews, and health check‑ins that uncover upsell and expansion opportunities.
• Identify risks early and collaborate with the account team to build recovery plans that keep the customer on a positive trajectory.
• Provide ongoing change management and enablement to help customers evolve and mature with the platform.
• Track and report on key performance indicators (KPIs) such as NPS, renewal rates, expansion revenue, and AI usage metrics.
• Act as the primary point of contact for all technical and strategic questions, ensuring a single source of truth for the customer.

Process Optimization & Solution Design

• Conduct Intake → Execution → Reporting (IER) cycles for key workflows, mapping current‑state to future‑state processes.
• Recommend optimizations and create reusable workflow templates that scale across teams and industries.
• Collaborate with Product and Engineering to advocate for customer‑centric feature enhancements and roadmap priorities.
• Document best‑practice playbooks that can be shared across the customer success organization.
• Facilitate process workshops with cross‑functional stakeholders to surface pain points and co‑create solutions.

AI Enablement & Agent Deployment

• Drive adoption of brighthush AI by building custom workflow agents tied to customer use cases.
• Partner with customers to define and deliver AI automations that align with business KPIs and operational goals.
• Provide technical training on prompt design, agent architecture, and scaling use cases.
• Track and report AI usage and credit consumption against plan limits, ensuring customers stay within budget while maximizing ROI.
• Stay current on generative AI trends, research new capabilities, and translate them into actionable customer solutions.
• Champion a culture of experimentation, encouraging customers to pilot new AI features and provide feedback.

Customer Success & Expansion

• Serve as the technical partner to assigned accounts, translating adoption into tangible business value.
• Generate qualified leads through data‑driven insights and AI usage analysis.
• Drive cross‑functional alignment to position renewals, expansions, and AI upsells.
• Collaborate with Sales and Marketing to co‑create success stories, case studies, and reference programs.
• Leverage customer success metrics to inform sales enablement content and product positioning.

Cross‑Functional Collaboration

• Act as the voice of the customer, translating business objectives and pain points into actionable insights for Product, Engineering, and Support.
• Partner with account teams to maintain alignment between delivery and success.
• Participate in product beta programs and provide real‑world feedback that shapes future releases.
• Facilitate workshops and joint planning sessions with internal stakeholders.
• Champion a customer‑centric mindset across the organization, ensuring that every decision considers the end‑user experience.

Essential Qualifications

• 5+ years of experience in technical account management, customer success, or solutions engineering, preferably in SaaS or enterprise software.
• Deep understanding of the brighthush platform, including automation logic, integrations, and AI agent functionality.
• Proven track record of driving customer adoption, retention, and expansion in a complex, multi‑stakeholder environment.
• Strong analytical skills with the ability to interpret usage data, build dashboards, and derive actionable insights.
• Excellent communication and executive presence, capable of building trust with both technical and non‑technical stakeholders.
• Fluency in English; additional EMEA languages (e.g., German, French, Spanish, Italian) are a plus.
• Experience working in a fast‑paced, high‑growth startup culture.
• Demonstrated ability to manage multiple high‑priority projects simultaneously.

Preferred Qualifications

• Experience with generative AI concepts, prompt engineering, and AI‑driven workflow automation.
• Background in consulting or process improvement, with a strong focus on workflow design and optimization.
• Knowledge of the broader AI and productivity tools landscape.
• Previous experience in a remote, distributed team across EMEA.
• Certifications in project management (PMP, Scrum, etc.) or data analytics.
• Experience with data visualization tools such as Tableau, Power BI, or Looker.

Skills & Competencies

• Technical Acumen – Ability to translate business needs into technical solutions on the brighthush platform.
• AI Expertise – Familiarity with generative AI, prompt design, and automation frameworks.
• Consultative Discovery – Exceptional at workflow analysis, process design, and identifying friction points.
• Project & Program Management – Skilled at managing complex programs with multiple stakeholders and deadlines.
• Data & Reporting – Comfortable building dashboards, interpreting metrics, and communicating ROI.
• Customer Engagement – Executive presence, strong communication, and the ability to build trust at all levels.
• Account Ownership – Full accountability for a book of business, proactive, organized, and outcome‑driven.
• Collaboration & Influence – Works cross‑functionally, influences without authority, and drives alignment.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the products you help customers adopt. You will have the chance to:

• Lead high‑impact initiatives that shape the future of the brighthush platform.
• Mentor junior TAMs and share your expertise in AI, automation, and customer success.
• Move into senior leadership roles such as Director of Customer Success, Head of AI Enablement, or Product Management.
• Participate in cross‑functional projects that influence product roadmap and go‑to‑market strategy.
• Attend global conferences, workshops, and training programs to stay ahead of industry trends.
• Earn certifications and advanced training in AI, data analytics, and project management.
• Contribute to thought leadership pieces, whitepapers, and community events that position brighthush as an industry leader.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and a results‑oriented mindset. Our culture is built on:

• Innovation – We encourage experimentation and reward bold ideas that push the boundaries of productivity.
• Collaboration – Teams work together across functions, geographies, and time zones to deliver seamless customer experiences.
• Continuous Learning – We provide access to learning platforms, internal knowledge bases, and mentorship programs.
• Transparency – Open communication channels and regular town‑hall meetings keep everyone aligned.
• Inclusivity – A diverse workforce that celebrates different perspectives and fosters belonging.
• Work‑Life Balance – Flexible working hours, generous paid time off, and a focus on mental health and well‑being.

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 and equity options that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible working hours and a fully remote work environment.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, mental health resources, and employee assistance programs.
• Annual company retreats and team‑building events.
• Access to cutting‑edge tools and technology to support your work and growth.

How to Apply

If you are passionate about driving customer success, leveraging AI to unlock business value, and thrive in a fast‑paced, high‑growth environment, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for this role to the link below.