Strategic Customer Success Manager – AI‑Driven Onboarding, Training & Product Partnership Lead at brighthush

Welcome to brighthush – Where AI Meets Human‑Centric Customer Success

At brighthush, we’re not just building software; we’re redefining the entire customer journey. In a world where data is abundant but insight is scarce, we empower teams to turn raw metrics into meaningful actions that delight customers, drive retention, and unlock growth. By marrying cutting‑edge artificial intelligence with seasoned human expertise, we create a customer success ecosystem that is faster, smarter, and more impactful than any traditional model.

Our mission is simple yet ambitious: deliver seamless, data‑driven experiences that turn every interaction into an opportunity for advocacy. Whether you’re a seasoned customer success veteran or an AI enthusiast eager to shape the future, brighthush offers a platform where your ideas can scale, your impact can be measured, and your career can accelerate.

Why Join brighthush?

We’re a lean, high‑velocity team that builds the future of customer success from the ground up. We’re not just another SaaS company; we’re a movement that believes the best outcomes come from a partnership between people and technology. If you thrive in a fast‑moving environment, love solving complex problems, and want to shape the next generation of customer success tools, this is the place for you.

At brighthush, you’ll:

• Work in a remote‑first culture that values flexibility, autonomy, and results.
• Collaborate with cross‑functional teams—product, engineering, design, and sales—to influence roadmap decisions and deliver customer‑centric solutions.
• Own the end‑to‑end customer experience, from onboarding to renewal, while driving adoption of AI‑powered features.
• Shape the future of our customer success framework, leaving a lasting legacy on how businesses engage with their customers.

Key Responsibilities

Customer Experience & Response

• Leverage AI to accelerate ticket resolution: draft responses, summarize long threads, cluster recurring issues, and transform resolved tickets into reusable knowledge assets.
• Maintain a razor‑sharp quality standard: every AI‑generated draft is refined, verified, and delivered with crystal‑clear, on‑brand messaging.
• Treat the knowledge base as a living, evolving product—turn repeat questions into self‑serve solutions that grow organically.
• Own the customer success inbox: triage quickly, answer what you can, and route escalations to product or engineering with clear context.

Onboarding & Enablement

• Design and deliver a high‑impact onboarding journey for new customers—kickoff, configuration, first‑value guidance, and follow‑through that ensures adoption.
• Conduct 1:1 and group product training sessions, focusing on AI capabilities, use cases, and limitations.
• Create and maintain training materials, walkthroughs, and customer‑facing documentation—using AI to keep content fresh as the product evolves.
• Identify accounts with low adoption early and intervene before patterns become entrenched.

Project Coordination

• Lead end‑to‑end customer‑facing projects: define timelines, milestones, status updates, and deliverables.
• Collaborate cross‑functionally with product, engineering, and design to ensure customers receive what they need on schedule.
• Communicate proactively—share progress, highlight blockers, and set expectations for next steps.

Product Partnership

• Serve as the primary conduit between the field and the roadmap—capture customer pain points, feature requests, and workarounds in a structured, evidence‑backed format.
• Pressure‑test new features before launch and help shape rollout strategies.
• Advocate for the customer in product discussions—bring a well‑reasoned opinion rather than a passive ticket.

Customer Health & Revenue Partnership

• Use data, not intuition, to drive outreach—analyze usage trends, engagement patterns, and product signals to prioritize outreach.
• Act on early signs of disengagement—declining usage, unresponsive contacts, unresolved frustration—before it escalates to renewal conversations.
• Flag expansion opportunities to the revenue team: new feature interest, usage limits, expanding use cases, new stakeholders.
• Contribute to health scoring by adding qualitative insights that data alone can’t capture.
• Provide candid, data‑driven risk assessments to leadership.

Essential Qualifications

Experience & Technical Fluency

• 3+ years in a customer‑facing role—customer success, support, account management, implementation, or similar, with strong SaaS experience.
• Hands‑on AI fluency: you already use AI tools daily for drafting, summarizing, analyzing, and automating tasks. Share concrete examples of how you’ve built or improved workflows with AI.
• Technical curiosity: you learn new tools quickly, navigate CRMs and help desks independently, and enjoy digging into product internals.
• Product instinct: you understand why software is built a certain way and can translate customer pain into actionable product insights.

Communication & Leadership

• Exceptional written communication—craft clear, helpful responses under pressure and de‑escalate frustrated customers in a single email.
• Strong project management instincts—follow‑through, prioritization, and the ability to keep projects moving without external prompts.
• Queue discipline—manage a busy inbox, prioritize ruthlessly, and maintain tight response times without burnout.
• Real customer empathy—solve problems, not just close tickets.
• Teaching confidence—run training sessions without fluster, explain technical concepts in plain language.

Tooling & Documentation Experience

• Experience with help desk platforms and CRMs—bonus for automations across these systems.
• Documentation experience—built or maintained customer‑facing docs or knowledge bases.

Preferred Qualifications

• Experience in a high‑growth SaaS environment where you’ve scaled customer success processes.
• Background in data analysis or product analytics, with the ability to translate metrics into actionable insights.
• Familiarity with AI‑driven customer success tools or platforms.
• Experience mentoring junior team members or leading cross‑functional initiatives.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Data‑Driven Decision Making: Comfortable working with dashboards, health scores, and usage analytics.
• Customer‑Centric Mindset: Passion for turning customer feedback into product improvements.
• Adaptability: Thrive in a fast‑moving, constantly evolving environment.
• Collaboration: Work seamlessly with product, engineering, design, and sales to deliver value.
• Communication: Articulate complex ideas to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

• Lead the design of our customer success framework—your ideas will shape the future of the entire organization.
• Mentor junior team members and share best practices across the company.
• Participate in cross‑functional initiatives—product launches, feature rollouts, and strategic planning.
• Access to continuous learning: AI workshops, industry conferences, and internal knowledge sharing sessions.
• Opportunity to influence product roadmap and drive customer‑centric innovation.

Work Environment & Culture

• Remote‑first with flexible hours—work from anywhere while staying connected through daily stand‑ups and weekly syncs.
• Collaborative, flat hierarchy—your voice matters, and decisions are made quickly.
• Culture of experimentation—fail fast, learn, iterate, and celebrate wins.
• Commitment to diversity, equity, and inclusion—everyone’s perspective is valued.
• Transparent communication—regular town halls, open‑door policy, and real‑time feedback loops.

Compensation & Benefits

• Competitive base salary commensurate with experience.
• Performance‑based bonus tied to customer retention, expansion, and satisfaction metrics.
• Equity package—own a piece of the company’s future.
• Health, dental, and vision insurance.
• Unlimited PTO and a generous holiday schedule.
• Professional development stipend and access to industry events.
• Wellness program—mental health resources, gym reimbursement, and mindfulness sessions.
• Flexible work arrangements and a supportive remote‑work infrastructure.

Ready to Shape the Future of Customer Success?

If you’re a proactive, AI‑savvy customer success professional who thrives on building systems that scale, we want to hear from you. Join brighthush and help us create a customer success model that is as intelligent as the software we build.

Apply today and become a key player in redefining customer success for the next generation of businesses.