Founding Customer Success Lead – Enterprise Expansion & AI‑Powered Growth Champion

About brighthush

brighthush is a trailblazing AI‑native technology company redefining how enterprise retailers discover, engage, and convert customers. With a mission to empower retailers to unlock the full potential of their data, we build next‑generation product discovery and commerce solutions that seamlessly blend machine learning, real‑time analytics, and omnichannel commerce. Our platform is already trusted by Fortune 500 retailers, helping them drive higher conversion rates, increase average order value, and deliver personalized shopping experiences at scale.

At brighthush, we believe that technology should be an enabler, not a barrier. That’s why we foster a culture of curiosity, collaboration, and continuous learning. Our team is composed of data scientists, product managers, engineers, and customer success leaders who are passionate about solving complex business problems with elegant, AI‑driven solutions.

Role Overview

As the Founding Customer Success Lead, you will be the linchpin between our product, engineering, and sales teams, ensuring that our enterprise customers not only adopt but thrive on our platform. You will own the entire customer lifecycle for our largest accounts, driving expansion, adoption, and advocacy. This is a senior, hands‑on role that requires a blend of strategic vision, commercial acumen, and deep technical expertise in B2B SaaS and AI tooling.

Key Responsibilities

• Account Ownership & Expansion: Serve as the primary point of contact for a portfolio of high‑value enterprise accounts, managing day‑to‑day relationships, quarterly business reviews, and renewal negotiations. Identify upsell and cross‑sell opportunities that align with each customer’s business objectives.
• Customer Advocacy & Voice: Champion the customer’s voice within brighthush, translating feedback into product enhancements, roadmap priorities, and service improvements. Act as a trusted advisor, helping customers solve complex business challenges with our AI‑native solutions.
• Data‑Driven Success Planning: Leverage analytics platforms (Snowflake, Datadog, Gainsight) to build success plans, track adoption metrics, and forecast expansion revenue. Use data to surface insights, predict churn, and recommend proactive actions.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on go‑to‑market strategies, feature releases, and customer success initiatives. Facilitate joint workshops and demos that showcase the value of new capabilities.
• Process & Tool Optimization: Continuously refine customer success processes, playbooks, and tooling (Notion, Linear, Vercel, Stripe, Klaviyo, Attentive). Implement best practices that scale across the organization.
• Thought Leadership & Community Building: Represent brighthush at industry events, webinars, and user conferences. Build a community of power users and evangelists who can share success stories and best practices.
• Team Leadership & Mentorship: Mentor junior customer success managers, fostering a culture of growth, accountability, and high performance. Lead by example in adopting AI tools and data‑centric decision making.

Essential Qualifications

• Minimum 6 years of B2B SaaS customer success experience, with at least 3–4 years managing enterprise expansion accounts.
• Proven track record of driving $5M+ ARR expansion and renewal revenue in a high‑growth environment.
• Strong commercial instincts: ability to understand complex enterprise buying cycles, negotiate contracts, and close deals.
• Deep familiarity with AI‑native tooling and platforms (Claude, GPT, Perplexity) and how they can be leveraged for customer success.
• Hands‑on experience with Gainsight, Snowflake, Datadog, MongoDB, Stripe, Klaviyo, Attentive, Linear, Vercel, and Notion.
• Exceptional communication skills in English, both written and verbal, with the ability to translate technical concepts into business value.
• Strong analytical mindset: proficiency in data analysis, reporting, and deriving actionable insights from complex datasets.
• Demonstrated ability to build and maintain relationships with enterprise commerce buyers and C‑suite stakeholders.

Preferred Qualifications

• Experience in the retail or e‑commerce industry, particularly with enterprise retailers.
• Background in AI/ML product management or data science, providing a deeper understanding of the underlying technology.
• Knowledge of cloud platforms (AWS, GCP, Azure) and how they integrate with SaaS solutions.
• Experience leading a customer success team or managing a high‑performing cross‑functional squad.
• Certifications in customer success (CSM, CSPO) or related fields.

Skills & Competencies

• Strategic Thinking: Ability to develop long‑term success plans that align with customer goals and brighthush’s growth objectives.
• Relationship Management: Proven skill in building trust with enterprise stakeholders and navigating complex organizational structures.
• Data Literacy: Comfortable working with large datasets, SQL, and BI tools to uncover trends and drive decisions.
• Problem Solving: Creative and analytical mindset to troubleshoot issues and propose innovative solutions.
• Influence & Negotiation: Persuasive communicator who can influence product direction and negotiate renewal terms.
• Adaptability: Thrives in a fast‑paced, evolving environment where priorities shift quickly.
• Collaboration: Works seamlessly with engineering, product, sales, and marketing to deliver a unified customer experience.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market we serve. As a founding member of the Customer Success organization, you will:

• Shape the structure, processes, and culture of the entire customer success function.
• Lead initiatives that directly influence product development, go‑to‑market strategy, and revenue growth.
• Mentor and develop a high‑performing team, building a legacy of leadership and excellence.
• Participate in executive‑level strategy sessions, gaining exposure to the company’s vision and financial planning.
• Access to continuous learning resources, including AI/ML workshops, industry conferences, and professional development courses.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and a shared commitment to innovation. You will enjoy:

• Flexible work hours that respect your personal and professional life.
• A collaborative, inclusive environment where every voice is heard.
• Regular virtual team building events, hackathons, and knowledge‑sharing sessions.
• Access to cutting‑edge AI tools and data platforms that empower you to deliver measurable impact.
• A culture that celebrates experimentation, learning from failure, and celebrating wins.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success leaders.
• Performance‑based bonuses tied to expansion revenue, renewal rates, and customer satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Generous paid time off, including vacation, sick leave, and personal days.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance for you and your dependents.
• Professional development stipend and reimbursement for relevant certifications.
• Wellness resources, including mental health support and fitness stipends.

How to Apply

If you are a seasoned customer success leader with a passion for AI, enterprise commerce, and driving measurable growth, we want to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Founding Customer Success Lead role.

Ready to shape the future of enterprise retail? Apply Now

Join brighthush – Where Innovation Meets Impact

At brighthush, you’ll be part of a mission‑driven team that is redefining how retailers connect with customers. Your expertise will help us scale our AI‑native solutions, drive enterprise adoption, and create lasting value for our clients. If you’re ready to lead, innovate, and grow in a dynamic, high‑impact environment, this is the role for you.

We look forward to welcoming you to the brighthush family.