Visionary Founding Customer Success Manager – Spearheading AI‑Driven Frontline Adoption & Impact in the U.S. Market

About brighthush

brighthush is a purpose‑driven technology company on a mission to transform the way frontline workers deliver care and support across the globe. By harnessing cutting‑edge artificial intelligence, we empower thousands of caseworkers, interpreters, and support staff to focus on what matters most: the people they serve. Our flagship product, brighthush Notes, is already a trusted companion for frontline teams in the UK, dramatically reducing administrative burden and freeing up time for direct client engagement. Now, we’re expanding into the United States and looking for a visionary Founding Customer Success Manager to help us build lasting partnerships, drive adoption, and scale impact across a new market.

Why brighthush?

At brighthush, we blend the agility of a high‑growth startup with the purpose of a mission‑driven organization. Our culture is built on three pillars:

• Impact‑First Mindset – Every decision is measured against the real‑world benefits we deliver to frontline workers.
• Collaborative Innovation – Cross‑functional teams work side‑by‑side, sharing insights and iterating rapidly.
• Inclusive Growth – We celebrate diverse perspectives and provide continuous learning opportunities for all team members.

If you’re passionate about technology that changes lives, thrive in a fast‑paced environment, and want to see your work make a tangible difference, brighthush is the place for you.

Role Overview

As the Founding Customer Success Manager for the U.S. market, you will be the primary advocate for our early adopters. You’ll partner closely with the CEO, executive leadership, and the product team to ensure that new U.S. partners not only implement brighthush Notes successfully but also realize its full value. Your work will shape the customer success framework for the region, laying the foundation for long‑term growth and partnership stability.

Key Responsibilities

• Strategic Onboarding – Design and execute a seamless onboarding journey for each new U.S. partner, coordinating remote and in‑person sessions to guarantee a smooth implementation.
• Adoption & Engagement – Monitor usage metrics, conduct training workshops, and gather qualitative feedback to drive continuous product adoption.
• Relationship Management – Build trust with frontline workers, supervisors, and senior leadership, ensuring a magical customer experience at every touchpoint.
• Impact Measurement – Lead pilot evaluations, collect benchmark data, and analyze outcomes to demonstrate the tangible benefits of brighthush Notes.
• Growth & Expansion – Identify upsell opportunities, craft compelling proposals, and collaborate with leadership to secure renewals, expansions, and long‑term contracts.
• Voice of the Customer – Capture customer insights, surface critical learnings, and influence product roadmap and go‑to‑market strategy.
• Process & Playbook Development – Co‑create and refine customer success processes, playbooks, and best‑practice documentation tailored to the U.S. market.

Essential Qualifications

• 2–4 years of experience in a high‑growth, VC‑backed startup environment.
• Proven track record in customer success, account management, or a related field, with measurable results in adoption and renewal.
• Strong analytical skills: ability to interpret data, generate insights, and translate findings into actionable strategies.
• Exceptional communication skills—both written and verbal—accompanied by the ability to craft compelling presentations for diverse audiences.
• Demonstrated ability to build rapport and trust with stakeholders at all levels, from frontline workers to C‑suite executives.
• Adaptability and resilience in a dynamic, ambiguous environment.
• Passion for social impact, particularly in the frontline care sector.

Preferred Qualifications

• Experience working with AI‑powered tools or SaaS products in the public‑sector or healthcare space.
• Background in project management or implementation consulting.
• Knowledge of U.S. healthcare regulations and frontline workforce challenges.
• Fluency in multiple languages or experience supporting multilingual teams.

Core Competencies & Skills

• Customer‑Centric Mindset – Always prioritizing the user experience and striving to exceed expectations.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making – Comfortable working with metrics, dashboards, and KPI reporting.
• Collaboration & Influence – Skilled at working cross‑functionally and persuading stakeholders.
• Problem‑Solving & Proactivity – Anticipate challenges, propose solutions, and act before issues arise.
• Growth Mindset – Eager to learn, iterate, and grow both personally and professionally.

Career Growth & Learning Opportunities

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

• Shape the U.S. customer success organization from the ground up.
• Lead cross‑functional initiatives that influence product development, marketing, and sales.
• Attend industry conferences, workshops, and training programs to stay ahead of emerging trends.
• Mentor junior team members and contribute to a culture of continuous improvement.
• Progress into senior leadership roles such as Director of Customer Success or VP of Growth.

Work Environment & Culture

brighthush offers a hybrid work model that balances flexibility with collaboration. Our offices are designed to foster creativity, with open spaces, quiet zones, and dedicated meeting rooms. We celebrate diversity, equity, and inclusion through regular workshops, employee resource groups, and transparent hiring practices. Team events, hackathons, and community outreach projects keep us connected and grounded in our mission.

Compensation & Benefits

Base Salary: $80,000 – $130,000 (commensurate with experience and location) Commission & Incentives: Competitive commission structure tied to adoption, renewal, and expansion metrics. Benefits Package: Comprehensive health, dental, and vision plans; 401(k) with company match; paid parental leave exceeding state minimums; generous paid time off (23 days + U.S. holidays); 6‑week sabbatical after 3 years; wellness stipend ($270) for professional development and personal well‑being; equipment allowance for home office setup; free subscription to Calm meditation app; access to therapy, coaching, and educational content via partner platforms.

Application Process

Our four‑stage interview journey is designed to give you a clear picture of brighthush while allowing us to understand your fit:

1. 30‑minute introductory call with our Talent Team.
2. Take‑home task to showcase your analytical and communication skills.
3. Role‑play/presentation with cross‑functional team members.
4. Final interviews with the CEO and Chief Customer Officer.

We are committed to providing reasonable adjustments throughout the hiring process. If you need support, please let your Talent Partner know—no obligation to disclose unless you wish to do so.

Ready to Make an Impact?

If you’re excited to lead the U.S. expansion of an AI‑powered frontline solution, build lasting partnerships, and drive measurable change, we want to hear from you. Join brighthush and help us create a future where frontline workers can focus on what truly matters—delivering exceptional care.