Senior Technical Customer Success & Program Manager – End‑to‑End Customer Onboarding, Adoption, and Cross‑Functional Delivery

About brighthush

brighthush is a trailblazing seed‑stage startup redefining how enterprises build, operate, and secure their cloud infrastructure. Founded in 2025 by a team of seasoned engineers and industry veterans, we are building an AI‑powered SRE teammate that empowers site reliability engineers to become true superheroes. By combining expert human‑like reasoning, advanced observability, and cutting‑edge AI, our platform dramatically reduces toil, accelerates incident investigations, and drives autonomous operations across the most demanding cloud environments.

With a robust $21 M seed round led by prominent investors, brighthush is headquartered in Pleasanton, CA, with a growing presence in India. Our mission is simple: give every SRE the tools they need to focus on high‑impact work, while our AI teammate handles the repetitive, time‑consuming tasks.

Why Join brighthush?

At brighthush, we blend ambition with agility. Our culture is built on:

• Impact‑First Mindset: Every day you’ll shape the future of observability and AI for real‑world enterprises.
• Flat Hierarchy: No bureaucracy, no permission‑seeking—your ideas move fast.
• Mentorship from Founders: Work side‑by‑side with senior engineers and executives who are passionate about your growth.
• Comprehensive Benefits: Medical, vision, dental, on‑site meals, and snacks.
• Equity & Ownership: Real ownership in a high‑growth startup.
• Learning & Development: Access to conferences, courses, and internal knowledge sharing.

Role Overview

We’re looking for a seasoned Senior Technical Customer Success & Program Manager to own the entire customer journey—from onboarding to deep adoption—while orchestrating cross‑functional teams across engineering, product, and enterprise IT. You will be the linchpin that ensures no task slips through the cracks, every stakeholder is aligned, and customers receive measurable value that aligns with their business goals.

Key Responsibilities

• End‑to‑End Program Ownership: Own the customer program lifecycle, tracking milestones, owners, blockers, and next steps. Maintain a single source of truth that is always up‑to‑date.
• Cross‑Functional Orchestration: Drive accountability across Engineering, Product, Forward‑Deployed Engineering (FDE), and customer stakeholders. Translate high‑level priorities into actionable tasks and ensure timely delivery.
• Complex Deliverable Management: Lead multi‑stakeholder technical deliverables—such as enterprise security questionnaires, integration sign‑offs, and compliance reviews—through to completion, assigning clear owners and chasing each item to closure.
• Customer Relationship & Value Delivery: Build deep relationships with customers, understand their success metrics, and keep them engaged throughout onboarding and adoption. Provide proactive, transparent status updates.
• Technical Fluency & Escalation Support: Engage credibly with customer SRE, observability, cloud, security, and enterprise IT teams. Partner with FDE and Engineering on technical questions, security/compliance reviews, and integration requests.
• Risk Identification & Mitigation: Flag risks early—stalled dependencies, unanswered questions, unclear owners—before they become customer‑visible issues.
• Process & Tooling: Build lightweight, repeatable processes—trackers, templates, cadences—that make each subsequent customer program smoother.
• Metrics & Reporting: Define and track key performance indicators (KPIs) for program health, customer satisfaction, and adoption velocity.

Essential Qualifications

• 5+ years of experience leading complex enterprise customer programs, technical customer success, TAM, or solutions delivery roles.
• Proven track record of driving multi‑team initiatives to completion in fast‑moving environments.
• Strong organizational skills: you can create structure, prioritize, and execute without waiting for direction.
• Technical curiosity and depth: comfortable discussing SRE, observability, cloud platforms (AWS, Azure, GCP), Kubernetes, integrations (Splunk, Datadog, ServiceNow), and enterprise security/compliance.
• Excellent written and verbal communication: you can articulate status clearly to customers and internal stakeholders, and extract concise, unambiguous commitments.
• Customer‑focused mindset: you balance advocacy for the customer with realistic internal prioritization.

Preferred Qualifications

• Experience managing programs for large enterprise or Fortune 500 customers with multiple stakeholders (security, IT, SRE, procurement, legal).
• Background working alongside SRE, DevOps, or observability teams; prior experience in Forward‑Deployed Engineering, solutions engineering, or technical account management.
• Early‑stage startup experience: comfort with ambiguity, building processes from scratch, and rapid iteration.
• Familiarity with ITSM and collaboration tools (ServiceNow, Slack, Jira/Linear) used to run customer programs day‑to‑day.

Skills & Competencies

• Project & Program Management
• Stakeholder Management & Negotiation
• Technical Troubleshooting & Escalation
• Process Design & Continuous Improvement
• Data‑Driven Decision Making
• Customer Success & Advocacy
• Agile & Scrum Methodologies
• Strong Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. You’ll have the chance to:

• Lead cross‑functional initiatives that shape the product roadmap.
• Mentor junior team members and help build the next generation of customer success leaders.
• Take on larger enterprise accounts and influence the strategic direction of our customer success organization.
• Participate in industry conferences, hackathons, and AI/observability workshops.
• Advance into senior leadership roles such as Director of Customer Success or VP of Customer Experience.

Work Environment & Culture

Our culture is defined by:

• High IQ, High EQ: Collaborative, respectful, and supportive teammates.
• No Politics: Transparent decision‑making and open communication.
• Fast‑Paced Execution: Build, test, iterate, and ship at lightning speed.
• Remote‑First Flexibility: Work from anywhere while staying connected through virtual stand‑ups, Slack, and video calls.
• Inclusive & Diverse: We celebrate different perspectives and backgrounds.

Compensation & Perks

While specific figures vary by experience, we offer:

• Competitive base salary aligned with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer satisfaction and adoption metrics.
• Significant equity stake—real ownership in a high‑growth startup.
• Full medical, vision, and dental coverage.
• On‑site meals and snacks (for those who work from our Pleasanton office).
• Generous paid time off and flexible work arrangements.
• Professional development budget and access to industry events.

How to Apply

Ready to make a tangible impact on the future of observability and AI? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re excited to hear how you can help us deliver measurable value to our customers and drive cross‑functional excellence.

Closing Statement

At brighthush, we’re building more than a product—we’re building a movement that empowers SREs to focus on what matters most. If you thrive in a fast‑paced, high‑impact environment and are passionate about bridging the gap between technology and customer success, we want to hear from you. Join us and help shape the next generation of AI‑powered operations.