Senior Vice President of Customer Success & AI Solutions – Leading Global Customer Experience, AI Safety, and LLM Evaluation Operations at brighthush

About brighthush

brighthush is a trailblazing technology leader at the intersection of artificial intelligence and life sciences. Our mission is to empower researchers, clinicians, and AI laboratories with rigorous AI safety and evaluation services that ensure responsible, reliable, and high‑performance machine learning models. Operating in a fast‑moving, remote‑first environment, we bring together world‑class talent from across the United States to deliver transformative solutions that shape the future of AI‑driven discovery.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. We believe that the best ideas emerge when diverse minds work together in an environment that rewards experimentation, transparency, and impact. As a senior leader, you’ll have the autonomy to shape strategy, influence product direction, and build a high‑performing customer success organization that drives measurable value for our clients.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end customer success strategy for our AI safety and evaluation portfolio, aligning with product, sales, and engineering to deliver a seamless customer journey.
• Program Operations: Design, implement, and scale operational frameworks that ensure consistent, high‑quality delivery across a global client base, including onboarding, adoption, renewal, and expansion.
• Team Building & Culture: Recruit, mentor, and retain a world‑class team of managers and customer success professionals. Foster a culture of accountability, empathy, and continuous improvement.
• Process Design: Create scalable customer processes, playbooks, and knowledge bases that reduce friction, accelerate time‑to‑value, and enable proactive risk mitigation.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating client insights into product enhancements, service improvements, and strategic initiatives.
• Data‑Driven Decision Making: Leverage analytics to monitor customer health, predict churn, and identify upsell opportunities. Own the quarterly CSAT, NPS, and other key metrics.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on go‑to‑market strategies, feature roadmaps, and customer success stories.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and whitepapers, positioning the company as a thought leader in AI safety and evaluation.

Essential Qualifications

• 10+ years of progressive experience in customer success, delivery, or client services, with a proven track record of scaling high‑growth tech companies.
• 3+ years of experience managing managers, including hiring, coaching, and performance management.
• Deep understanding of AI safety, large‑language‑model (LLM) evaluation, or related AI/ML customer domains.
• Demonstrated success in building and scaling customer success operations for SaaS or AI‑centric products.
• Strong analytical mindset with proficiency in data‑driven decision making and experience using CSAT, NPS, and other customer metrics.
• Excellent communication skills in English, both written and verbal, with the ability to influence stakeholders at all levels.
• Experience working in a remote‑first environment and managing distributed teams across the United States.
• Strategic thinker with a passion for customer advocacy and a knack for turning complex technical concepts into actionable business insights.

Preferred Qualifications

• Background in life sciences, pharmaceuticals, or biotech, with a strong appreciation for the regulatory and compliance challenges in these sectors.
• Experience leading customer success in a high‑growth AI or machine‑learning startup.
• Knowledge of AI governance frameworks, bias mitigation, and model interpretability.
• Proficiency with customer success platforms (e.g., Gainsight, Totango, or similar) and CRM systems (e.g., Salesforce).
• Track record of publishing industry research, whitepapers, or speaking at conferences.

Core Skills & Competencies

• Leadership & Influence: Ability to inspire cross‑functional teams, drive change, and cultivate a high‑performance culture.
• Strategic Vision: Translate market trends and customer insights into actionable strategies that accelerate growth.
• Customer‑Centric Mindset: Deep empathy for client needs, coupled with a relentless focus on delivering measurable outcomes.
• Operational Excellence: Design scalable processes, optimize workflows, and implement best practices that reduce friction and increase efficiency.
• Data Literacy: Use data to uncover trends, forecast outcomes, and inform decision making.
• Communication & Storytelling: Articulate complex technical concepts to diverse audiences, from executives to end‑users.
• Adaptability: Thrive in a fast‑moving, evolving environment, pivoting quickly to meet emerging challenges.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our leaders. As Vice President of Customer Success, you will:

• Participate in executive leadership programs that sharpen strategic thinking, financial acumen, and global business perspective.
• Attend industry conferences, workshops, and certification courses in AI safety, data ethics, and customer experience management.
• Collaborate with product and engineering teams to influence the next generation of AI safety tools, giving you a direct hand in shaping cutting‑edge technology.
• Mentor and coach emerging leaders, building a pipeline of talent that will carry brighthush’s culture forward.
• Benefit from a flexible, remote‑first structure that supports work‑life balance while enabling you to work with top talent across the country.

Work Environment & Culture at brighthush

Our culture is built on four pillars:

• Innovation: We encourage experimentation, reward bold ideas, and celebrate failures as learning opportunities.
• Collaboration: Cross‑functional teams work together seamlessly, sharing knowledge and resources to solve complex problems.
• Transparency: Open communication channels, regular town halls, and data‑driven decision making keep everyone aligned.
• Well‑Being: Flexible schedules, mental health resources, and a supportive community ensure our team thrives both professionally and personally.

Compensation & Benefits

While the base salary for this role ranges from USD 165,000 to 200,000 per year, brighthush offers a comprehensive benefits package designed to support your health, growth, and financial security:

• Competitive base salary plus performance‑based bonuses.
• Equity or stock‑option program to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for certifications, conferences, and courses.
• Flexible work arrangements and a fully remote environment.
• Well‑being initiatives such as virtual fitness classes, mindfulness sessions, and mental health support.

How to Apply

If you are a visionary leader ready to shape the future of AI safety and customer success, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can make a lasting impact at brighthush.