Senior Technical Customer Success Manager – API & Cloud Native Solutions Champion for brighthush

About brighthush

brighthush is at the forefront of the AI connectivity revolution, redefining how enterprises secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic. With a portfolio that spans Fortune 500 giants to AI‑native startups, brighthush delivers a unified platform that seamlessly integrates API management, AI orchestration, and cloud‑native infrastructure. Our mission is to empower organizations to unlock the full potential of their data and services, enabling them to innovate faster, scale more securely, and create new revenue streams in an increasingly digital world.

We believe technology should be an enabler, not a barrier. That’s why we invest heavily in our people, fostering a culture of curiosity, collaboration, and continuous learning. Whether you’re a seasoned engineer, a visionary product leader, or a customer‑centric champion, you’ll find a place where your ideas are heard, your growth is accelerated, and your impact is felt across the globe.

Role Overview

As a Senior Technical Customer Success Manager, you will be the linchpin between brighthush’s cutting‑edge platform and the businesses that rely on it. You will guide customers through every stage of their journey—from onboarding and adoption to expansion and renewal—ensuring they derive maximum value from our API and AI solutions. Your deep technical expertise, combined with a passion for customer advocacy, will help shape the future of how enterprises interact with cloud‑native services.

What You’ll Do

• Serve as the primary technical advocate for a portfolio of high‑value commercial customers.
• Collaborate closely with Sales, Product, and Engineering teams to align customer needs with product roadmaps.
• Design and implement scalable, self‑service tools and processes that streamline customer success workflows.
• Drive adoption of best practices in API management, Kubernetes, microservices, and CI/CD pipelines.
• Identify and capitalize on upsell and cross‑sell opportunities that align with customer business objectives.
• Champion a culture of continuous improvement, sharing insights and lessons learned across the Customer Experience (CX) organization.

Key Responsibilities

Customer Lifecycle Management

• Lead the technical onboarding of new customers, ensuring a smooth transition from sales to post‑sales.
• Develop and maintain adoption plans that outline milestones, success metrics, and actionable recommendations.
• Conduct regular health checks, reviewing usage data, performance KPIs, and business outcomes.
• Facilitate quarterly business reviews (QBRs) that highlight value realization, ROI, and future roadmap alignment.

Strategic Partnership & Advocacy

• Act as the voice of the customer within brighthush, translating complex technical requirements into product enhancements.
• Collaborate with Sales to identify growth opportunities, craft tailored proposals, and close deals that meet both revenue and customer success goals.
• Partner with Product and Engineering to prioritize feature requests, ensuring they deliver tangible business value.
• Represent brighthush at industry events, webinars, and user groups, positioning the brand as a thought leader in AI connectivity.

Process & Tooling Innovation

• Design and implement automated workflows that reduce manual effort and accelerate customer onboarding.
• Develop reusable assets—such as playbooks, templates, and knowledge base articles—that empower the CX team and customers alike.
• Leverage analytics to surface insights, predict churn, and recommend proactive interventions.
• Champion the adoption of self‑service portals, chatbots, and AI‑driven support tools to enhance the customer experience.

Team Collaboration & Leadership

• Mentor junior Customer Success Managers, sharing best practices and fostering a culture of excellence.
• Collaborate with cross‑functional teams—Marketing, Finance, Legal—to ensure a cohesive customer journey.
• Lead cross‑team initiatives that drive operational efficiency and elevate the overall customer experience.

Essential Qualifications

• 5+ years of experience in a technical customer success, account management, or solutions engineering role within SaaS, cloud‑native, or infrastructure software companies.
• Proven track record of managing a portfolio of enterprise customers, driving adoption, and achieving renewal targets.
• Deep understanding of cloud‑native technologies: Kubernetes, containerization, microservices, and CI/CD pipelines.
• Hands‑on experience with API management, gateway solutions, and API security best practices.
• Strong analytical skills, with the ability to interpret usage data, identify trends, and recommend data‑driven actions.
• Excellent communication skills—both written and verbal—across technical and non‑technical audiences.
• Self‑starter mindset, capable of working independently while collaborating effectively across teams.
• Experience with DevOps, CI/CD, and cloud computing (IaaS, PaaS) concepts.

Preferred Qualifications

• Experience in the AI or machine‑learning domain, particularly with AI‑native platforms or services.
• Background in open‑source software or community‑driven projects.
• Familiarity with API lifecycle management tools such as Swagger/OpenAPI, Postman, or similar.
• Knowledge of compliance frameworks (GDPR, SOC 2, ISO 27001) and data privacy best practices.
• Prior experience in a startup or high‑growth environment, demonstrating adaptability and resilience.

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product vision.
• Technical Fluency: Comfortable troubleshooting complex API and cloud‑native issues.
• Relationship Building: Skilled at building trust with C‑level executives and technical leads.
• Project Management: Adept at juggling multiple priorities, setting clear milestones, and delivering on time.
• Data‑Driven Decision Making: Proficient in using analytics to inform strategy and measure success.
• Continuous Learning: Passionate about staying current with emerging technologies and industry trends.

Career Growth & Learning Opportunities

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

• Progress to a Director or VP level within the Customer Success organization, shaping strategy and scaling teams.
• Transition into Product Management or Solutions Engineering roles, leveraging your deep customer insights.
• Lead global initiatives that influence product roadmap, go‑to‑market strategy, and customer experience design.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a robust learning ecosystem—online courses, certifications, and internal knowledge sharing sessions—to keep your skills sharp.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers teams to work from anywhere while staying connected through:

• Weekly all‑hands meetings that celebrate wins and share company updates.
• Monthly hackathons and innovation sprints that encourage experimentation.
• Open channels for feedback, ensuring every voice is heard.
• Flexible work hours that respect work‑life balance.
• Regular team‑building events—virtual coffee chats, game nights, and wellness programs.

Compensation & Benefits

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

• Base salary commensurate with market rates and your expertise.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching (or equivalent) to support your financial future.
• Unlimited paid time off and a generous parental leave policy.
• Continuous learning stipend and access to industry conferences.
• Wellness resources—mental health support, fitness reimbursements, and mindfulness sessions.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the AI connectivity landscape. You’ll:

• Work with cutting‑edge technology that powers the next generation of AI applications.
• Collaborate with a diverse, talented group of engineers, product managers, and customer advocates.
• Have the autonomy to experiment, innovate, and influence product direction.
• Benefit from a culture that values curiosity, ownership, and continuous improvement.
• Make a tangible impact on customers’ ability to unlock intelligence and drive business outcomes.

Ready to Make an Impact?

If you’re a technically savvy, customer‑centric leader who thrives in a fast‑paced, high‑growth environment, we want to hear from you. Bring your expertise, your passion for innovation, and your commitment to customer success to brighthush, and help us build the future of AI connectivity.

Apply today and join a team that is not just building technology, but building the future.