Global Head of Customer Success – Aviation AI & Turnaround Intelligence at brighthush
About brighthush
brighthush is a trailblazing Series B vertical SaaS company that harnesses artificial intelligence to revolutionise airport and airline operations. Since our founding in 2018, we have grown from a small Swiss start‑up to a global organisation with a footprint in Zurich, New York, Berlin, Madrid and the United States. Our flagship solutions – ApronAI and brighthush RMS – transform live video feeds and operational data from airport aprons into real‑time insights, alerts and predictive analytics. By doing so, we help airports, airlines and ground handlers run safer, more punctual and more efficient turnarounds.
We proudly serve a portfolio of more than 25 leading aviation organisations worldwide, including New York JFK, United Airlines, London Heathrow, Dubai Airports and Singapore Changi. Our technology is at the heart of the industry’s push towards greater safety, sustainability and operational excellence.
Why brighthush?
At brighthush, you’ll be part of a dynamic, high‑growth team of around 125 people who are passionate about using cutting‑edge technology to solve real‑world problems in aviation. We value honesty, mutual respect and a culture of continuous learning. Our remote‑first model gives you the flexibility to work from anywhere while still enjoying regular team events, paid conference travel and access to online learning platforms.
Role Overview
We are seeking an ambitious, commercially‑savvy leader to serve as the Global Head of Customer Success. In this role, you will shape the future of customer success at brighthush, driving adoption, retention, expansion and revenue growth across our global customer base. You will lead a small but high‑impact team of Customer Success Managers (CSMs) and personally own a portfolio of our most strategic accounts.
Key Responsibilities
- Team Leadership & Development – Build, coach and inspire a global CSM team of four, setting clear goals, establishing playbooks for onboarding, adoption, health monitoring, executive reviews and renewals, and ensuring consistent execution across North America and Europe.
- Customer Ownership – Own the outcomes for your own accounts (≈ 50 % of your time). Develop deep operational knowledge of each customer’s environment (airport, airline, ground handler) and translate that into actionable use‑cases and value propositions.
- Operational Excellence – Design and maintain the CS operating model, including tooling, metrics and reporting. Define and track KPIs such as time‑to‑value, adoption rates, customer health scores, net revenue retention and referenceability.
- Growth & Expansion – Identify and nurture expansion opportunities, turning proven value into compelling business cases. Collaborate with Sales to hand off qualified opportunities and prepare renewals and contract extensions well in advance.
- Voice of the Customer – Gather structured feedback, surface product requirements and influence the product roadmap. Facilitate best‑practice sharing across customers to maximise value creation.
- Pre‑Sales Support – Partner with Sales to develop use‑case playbooks, run pre‑sales workshops and help prospects understand the tangible benefits of our solutions.
- Strategic Partnerships – Build and maintain trusted relationships with frontline operational staff and senior leadership, ensuring that brighthush is seen as an essential partner.
- Leadership & Collaboration – Represent Customer Success on the brighthush leadership team, collaborating closely with Sales, Delivery and Product to align strategy and execution.
What Success Looks Like in the First 12 Months
- All owned accounts are healthy, with high user adoption, proven impact and secured renewals.
- Every customer has a named CSM, a success plan and a health score, and the team operates from shared playbooks across regions.
- Customers that are not yet live have a clear path to go‑live, with measurable reductions in time‑to Apply for this job