Senior Technical Customer Success Manager – Enterprise AI & SaaS Platform Integration & Adoption Specialist

Note: Applicants must be currently authorized to work in the United States on a full‑time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

About brighthush

brighthush is a trailblazing SaaS company that is redefining the way global enterprises deliver customer and field service. Leveraging cutting‑edge AI, including generative models, agentic intelligence, and large language models (LLMs), our Resolution Intelligence platform empowers organizations to make accurate, data‑driven service decisions at scale. From high‑tech giants and manufacturing leaders to telecommunications, medical device manufacturers, and industrial equipment providers, our customers rely on brighthush to transform complex support workflows into streamlined, intelligent processes that deliver measurable business outcomes.

Founded by industry veterans and backed by top venture capital and angel investors, brighthush is on a mission to democratize AI‑powered service excellence. We combine deep technical expertise with a customer‑centric culture, ensuring that every client receives a tailored, end‑to‑end experience that drives adoption, ROI, and long‑term partnership.

About the Role

We are seeking a highly technical, customer‑focused Senior Technical Customer Success Manager who will serve as a trusted advisor to our enterprise clients. In this role, you will blend hands‑on AI expertise with strategic account management to guide the implementation, adoption, and optimization of brighthush’s AI solutions.

Unlike a traditional Customer Success position, you will be deeply involved in the technical design, integration, and operationalization of AI services. You will collaborate with customer service leaders, field service teams, IT architects, and engineering stakeholders to deploy AI that improves service outcomes, reduces resolution times, and enhances overall business performance.

Key Expertise Areas

• Advanced AI technologies: generative AI, agentic AI, LLMs, NLP, and knowledge‑management systems.
• Enterprise SaaS implementation and customer onboarding at scale.
• Field Service, Customer Service, and Service Operations workflows.
• CRM platforms such as Salesforce, ServiceNow, Microsoft Dynamics, and Oracle CX.
• Enterprise integrations, APIs, data onboarding, and data‑ecosystem design.
• Technical solution design, deployment, and configuration.
• Change management, user adoption, and executive stakeholder engagement.

Key Responsibilities

As a Senior Technical Customer Success Manager, you will lead the full lifecycle of customer engagement, from initial onboarding to long‑term success and expansion. Your responsibilities will include:

• Customer Onboarding & Implementation: Drive the end‑to‑end onboarding process, ensuring that new clients are fully equipped to use brighthush’s AI platform.
• Integration Architecture: Design and execute integrations between brighthush products and customers’ CRM or service‑management systems.
• Data Onboarding & Governance: Collaborate with customer data teams and internal engineers to ingest structured and unstructured data, ensuring data quality and compliance.
• AI Solution Deployment: Configure, test, and deploy AI models, monitor performance, and iterate based on real‑world usage.
• Customer Workshops & Technical Reviews: Conduct workshops, demos, and technical reviews to educate stakeholders and gather feedback.
• ROI & KPI Definition: Define success metrics, measure adoption, and quantify business impact for each client.
• Service Transformation Initiatives: Lead AI‑driven transformation projects that optimize customer service and field‑service operations.
• Executive Stakeholder Management: Build and maintain relationships with C‑suite and technical leaders, ensuring alignment on strategy and outcomes.
• Renewals & Expansion: Partner with sales and product teams to secure contract renewals, upsell, and cross‑sell opportunities.
• Product Feedback Loop: Capture customer insights and translate them into actionable product enhancements.
• Demonstrations & Thought Leadership: Showcase new AI capabilities and thought leadership to internal and external audiences.

Essential Qualifications

• 5–8 years of experience in Customer Success, Solutions Engineering, Technical Account Management, or Professional Services, preferably within enterprise SaaS environments.
• Proven track record of deploying AI, analytics, or automation solutions at scale.
• Deep understanding of AI/ML concepts, LLMs, NLP, and agentic AI in enterprise contexts.
• Experience working with Field Service, Customer Service, Contact Center, or Service Operations organizations.
• Strong project management skills, with the ability to manage cross‑functional programs and globally distributed teams.
• Excellent communication skills, capable of engaging both technical and business stakeholders.
• Data‑driven mindset: ability to analyze metrics, derive insights, and make evidence‑based decisions.
• Bachelor’s degree in Technology, Engineering, Computer Science, Business Management, or a related field.

Preferred Qualifications

• Hands‑on experience with Salesforce, ServiceNow, Microsoft Dynamics, Oracle CX, or similar CRM platforms.
• Exposure to LLM‑based RAG (Retrieval‑Augmented Generation) and knowledge‑management implementations.
• Background in supporting Field Service or Technical Support environments.
• Strong grasp of APIs, integration patterns, and enterprise data ecosystems.

Skills & Competencies

• Technical fluency in AI, cloud platforms, and SaaS architecture.
• Strategic thinking and the ability to translate business goals into technical solutions.
• Exceptional stakeholder management and influence skills.
• Proficiency in data analysis tools (SQL, Python, Power BI, etc.).
• Agile mindset: comfortable working in iterative, cross‑functional teams.
• Adaptability: thrive in a fast‑moving, high‑growth environment.

Career Growth & Learning Opportunities

At brighthush, we believe that continuous learning fuels innovation. As a Senior Technical Customer Success Manager, you will:

• Participate in advanced AI training programs and certifications.
• Lead cross‑functional initiatives that shape product strategy and roadmap.
• Mentor junior team members and contribute to a culture of knowledge sharing.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Explore opportunities to transition into Product Management, Solutions Architecture, or Enterprise Sales.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑performance culture. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings and bi‑weekly team syncs.
• Open communication channels via Slack, Teams, and video conferencing.
• Regular hackathons and innovation challenges that encourage creative problem‑solving.
• A transparent feedback loop that values continuous improvement.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior technical roles.
• Performance‑based bonuses and equity options to share in company growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and access to learning platforms.
• Flexible work hours and remote‑work flexibility.

How to Apply

If you are passionate about AI, thrive in a fast‑paced environment, and want to help enterprises unlock the full potential of intelligent service, we would love to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. Please include a brief description of a recent AI implementation you led and the impact it achieved.

What Success Looks Like at brighthush

• Clients fully adopt and scale brighthush AI solutions, achieving measurable improvements in service KPIs.
• AI‑driven workflows reduce average resolution time, increase first‑contact resolution, and elevate customer satisfaction.
• Strong executive relationships foster advocacy and long‑term partnership.
• Successful enterprise deployments lead to contract renewals, upsells, and cross‑sell opportunities.
• Continuous expansion of AI use cases across client organizations, driving new revenue streams.

Join brighthush and be part of a team that is reshaping the future of customer and field service through AI. Your expertise will directly impact the success of some of the world’s most influential enterprises. Apply today and help us build the next generation of intelligent service solutions.