Dynamic Customer Success Lead – Driving Client Engagement, Onboarding Excellence, and Escalation Management for a Forward‑Thinking Digital Marketing Firm

About brighthush

brighthush is a trailblazing digital marketing powerhouse that empowers e‑commerce brands to amplify their reach, reduce customer acquisition costs, and unlock sustainable growth through high‑impact creative campaigns and influencer collaborations. With a global footprint and a culture that thrives on data‑driven insights, creative storytelling, and relentless customer focus, brighthush is redefining how brands connect with their audiences in the digital age.

At brighthush, we believe that every client’s success is a reflection of our own. That’s why we invest heavily in building a world‑class Customer Success team that is as passionate about our clients’ journeys as we are about our own mission. If you’re a strategic thinker, a proactive problem‑solver, and a people‑centric professional who loves turning challenges into opportunities, you’ll find a home here.

Why Join brighthush?

• Impactful Work: Your work will directly influence client satisfaction, retention, and revenue growth.
• Remote Flexibility: Work from anywhere in the Philippines with a fully remote, collaborative environment.
• Growth Path: Clear career ladder from Customer Success Lead to Director of Customer Success, with mentorship and leadership training.
• Innovative Culture: A fast‑moving, data‑driven, and creative workplace that values experimentation and continuous improvement.
• Competitive Compensation: Base salary plus performance bonuses, equity options, and a comprehensive benefits package.

Key Responsibilities

As the Customer Success Lead at brighthush, you will be the linchpin that ensures our clients receive exceptional service from onboarding to ongoing support. Your day‑to‑day responsibilities will include:

• Leading the resolution of client escalations, turning potential churn into loyalty.
• Conducting engaging onboarding calls and workshops to set clear expectations and success metrics.
• Monitoring client satisfaction through NPS, CSAT, and usage analytics, and proactively addressing gaps.
• Collaborating with Sales, Marketing, and Product teams to align client feedback with roadmap priorities.
• Managing a high‑volume ticket queue using Asana, Slack, and our internal CRM, ensuring timely and accurate responses.
• Developing and delivering quarterly business reviews (QBRs) that showcase ROI and strategic insights.
• Mentoring junior Customer Success Associates, fostering a culture of continuous learning and high performance.
• Identifying upsell and cross‑sell opportunities, working closely with the Account Management team to expand revenue streams.
• Creating and maintaining knowledge base articles, SOPs, and training materials to improve team efficiency.
• Representing brighthush at industry events, webinars, and client conferences to strengthen brand credibility.

Essential Qualifications

To thrive in this role, you should bring the following:

• 3+ years of experience in Customer Success, Account Management, or Client Services within a SaaS or digital marketing environment.
• Proven track record of managing escalations and turning challenging situations into positive outcomes.
• Exceptional communication skills—both written and verbal—in English, with the ability to articulate complex concepts to diverse audiences.
• Strong organizational skills, with a knack for juggling multiple priorities and deadlines.
• Hands‑on experience with collaboration tools such as Slack, Asana, and a CRM platform (e.g., HubSpot, Salesforce).
• Data‑driven mindset: comfortable interpreting metrics, generating insights, and presenting findings to stakeholders.
• Experience in e‑commerce or influencer marketing is highly desirable, as it aligns with brighthush’s core services.
• Proactive, self‑motivated attitude with a passion for continuous improvement and learning.

Preferred Qualifications

• Background in creative agencies, digital marketing, or brand strategy.
• Knowledge of influencer marketing platforms and campaign analytics.
• Experience leading cross‑functional teams or projects.
• Fluency in additional languages (e.g., Tagalog, Spanish) is a plus.
• Certified Customer Success Manager (CCSM) or similar credential.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client needs and a relentless drive to exceed expectations.
• Problem‑Solving: Ability to diagnose root causes quickly and implement effective solutions.
• Strategic Thinking: Aligning client goals with brighthush’s product roadmap and business objectives.
• Leadership: Inspiring and coaching a high‑performing team while fostering a collaborative culture.
• Analytical Acumen: Turning data into actionable insights that inform strategy and improve service delivery.
• Adaptability: Thriving in a fast‑paced, evolving environment with shifting priorities.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Customer Success Lead, you will:

• Receive mentorship from senior leaders in Customer Success and Product Management.
• Participate in quarterly learning sessions covering industry trends, new tools, and best practices.
• Have access to a curated library of courses, certifications, and conferences.
• Be considered for promotion to Director of Customer Success or Head of Client Experience within 2–3 years.
• Contribute to strategic initiatives that shape the future of our customer success organization.

Work Environment & Culture at brighthush

Our remote-first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible working hours that respect your personal life and peak productivity times.
• Weekly virtual “coffee chats” and monthly all‑hands meetings to keep the team connected.
• A culture of open feedback, where ideas are welcomed and celebrated.
• Regular team‑building activities, such as virtual game nights, hackathons, and wellness challenges.
• A commitment to diversity, equity, and inclusion—every voice matters at brighthush.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, you can expect:

• Competitive base salary aligned with industry standards for mid‑level Customer Success leaders in the Philippines.
• Performance‑based bonuses tied to client retention, satisfaction scores, and revenue growth.
• Equity options that allow you to share in brighthush’s long‑term success.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Monthly stipend for home‑office equipment and internet upgrades.
• Access to a company‑wide learning platform and subscription to industry publications.

How to Apply

Ready to make a tangible impact on the success of leading e‑commerce brands? Join the brighthush team and help us set new standards in customer experience.

Click the link below to submit your application and start your journey with us: