Founding Customer Success Lead – Enterprise Partnerships & Growth Strategy at brighthush (Remote, USA)

About brighthush

brighthush is a trailblazing AI‑driven commerce platform that empowers retailers to transform the way shoppers discover and purchase products. Since our founding in 2024, we’ve helped a growing portfolio of brands and retailers unlock higher conversion rates, deeper customer insights, and more personalized shopping experiences across social media, search, and e‑commerce sites. With a lean, high‑impact team of 2‑10 employees, we’re scaling fast and looking for visionary leaders who can shape the future of retail technology.

Our mission is simple: make every shopper’s journey smarter, faster, and more delightful. By harnessing the power of generative AI, we give brands the tools to surface the right products at the right moment, no matter where the customer is in the buying cycle. As we expand our footprint across the United States, we’re building a culture of innovation, collaboration, and customer obsession. If you’re passionate about AI, commerce, and building lasting relationships with enterprise leaders, brighthush is the place to bring your expertise to life.

Role Overview

As the Founding Customer Success Lead at brighthush, you will be the linchpin between our product, sales, and the most influential decision‑makers in the retail ecosystem. Your primary focus will be to nurture and grow enterprise accounts, ensuring that our customers not only adopt our platform but also become advocates and partners in our shared success. You will own the end‑to‑end customer journey—from onboarding and expansion to renewal and advocacy—while translating customer insights into product and strategic priorities.

Because this is a founding role, you will have the unique opportunity to design and scale the entire Customer Success organization from the ground up. Your work will directly influence brighthush’s growth trajectory, product roadmap, and brand reputation.

Key Responsibilities

• Enterprise Account Leadership – Build and maintain deep, trust‑based relationships with senior leaders (VP of E‑commerce, CMO, CDO) at each enterprise customer. Position yourself as a strategic advisor rather than a transactional contact.
• Land & Expand Strategy – Drive adoption across multiple commerce surfaces for each client. Identify expansion opportunities, create tailored use‑case plans, and guide customers from proof‑of‑concept to full‑scale deployment.
• Reference & Advocacy Program – Partner with satisfied customers to develop case studies, co‑marketing assets, and speaking engagements at industry events such as Shoptalk, NRF, and BoF VOICES. Amplify brighthush’s success stories to attract new prospects.
• Renewal & Retention Excellence – Own the renewal calendar, develop early‑warning health metrics, and proactively address potential churn risks. Maintain brighthush’s proud record of zero churn.
• Customer Voice to Product – Collaborate with product leadership to translate customer feedback into actionable product priorities. Host quarterly advisory councils and ensure that the customer perspective is embedded in every roadmap decision.
• Onboarding & Sales‑to‑CS Handoff – Design a seamless transition from sales to customer success. Build a repeatable onboarding playbook that moves customers from POC to launch to expansion readiness in weeks, not months.
• Health Scoring & Analytics – Create a robust customer health scoring system and a weekly dashboard that provides the CEO and leadership team with real‑time visibility into account status, adoption, and expansion potential.

Essential Qualifications

• 6+ years of experience in B2B SaaS Customer Success, with at least 3–4 years managing enterprise accounts that have clear expansion goals.
• Proven track record of managing a $5M+ ARR book with measurable expansion results.
• Demonstrated ability to grow accounts beyond retention—building new revenue streams and deepening customer relationships.
• Strong commercial instincts: pricing strategy, renewal negotiations, and building expansion cases.
• Existing relationships or a clear 90‑day plan to build relationships with senior commerce leaders (VPs of E‑commerce, CMOs, CDOs).
• Daily proficiency with AI tools (Claude, GPT, Perplexity, etc.) and a passion for guiding customers through AI‑powered automations.
• Experience partnering with founders and senior leaders, bringing customer insights into executive conversations with clarity and impact.
• Background in digital marketing, analytics, or a modern B2B SaaS environment (e.g., Snowflake, Datadog, MongoDB, Stripe, Klaviyo, Attentive, Linear, Vercel, Notion).
• Experience in commerce or retail tech, ideally with exposure to contemporary or mass‑market retailers and the brands that sell to them.
• Founding CS hire at a company that grew from $0 to $20M+ ARR.
• Comfort with measurement tools—familiarity with Gainsight or similar platforms is a plus, but a willingness to build custom solutions is equally valued.

Preferred Qualifications

• Experience leading a high‑growth startup’s CS organization from inception to scale.
• Track record of building and scaling customer health dashboards that influence executive decision‑making.
• Strong public speaking and presentation skills—comfortable speaking at industry events and internal leadership meetings.
• Hands‑on experience with AI‑driven product discovery or recommendation engines.
• Background in building partner ecosystems or channel programs.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Relationship Building – Proven skill in cultivating trust with C‑level executives.
• Data‑Driven Decision Making – Comfortable turning metrics into insights and action.
• Communication – Exceptional written and verbal communication, with the ability to simplify complex concepts.
• Project Management – Strong organizational skills to juggle multiple accounts and initiatives simultaneously.
• Adaptability – Thrive in a fast‑moving, ambiguous environment typical of early‑stage startups.
• Customer‑Obsessed Mindset – Passion for delivering value and delight to customers at every touchpoint.

Career Growth & Learning Opportunities

At brighthush, your impact will be visible from day one. As we scale, you will:

• Shape the Customer Success organization, setting processes, tools, and culture that will be replicated across the company.
• Move into a senior leadership role (Head of Customer Success, VP of Customer Experience) as the company expands.
• Collaborate closely with product, sales, and engineering, gaining cross‑functional expertise that is highly valued in the tech industry.
• Participate in industry panels, webinars, and conferences, positioning yourself as a thought leader in AI‑driven commerce.
• Access continuous learning resources—AI workshops, leadership training, and mentorship from seasoned founders.

Work Environment & Culture

brighthush is built on a foundation of transparency, agility, and a relentless focus on customer success. Our remote‑first culture means you can work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings with the leadership team.
• Bi‑weekly cross‑functional syncs with product, sales, and engineering.
• Monthly town‑halls featuring guest speakers from the AI and retail industries.
• Open‑door policy—your voice matters at every level.
• Collaborative tools (Slack, Notion, Figma) that keep the team aligned and productive.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and reward high performance:

• Base salary commensurate with experience.
• Uncapped commission on expansion revenue.
• Equity stake in a high‑growth startup.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) to support work‑life balance.
• Fully remote role—work from anywhere in the United States.

How to Apply

If you’re ready to lead the charge in redefining customer success for AI‑powered commerce, we’d love to hear from you. Please submit your resume, a brief cover letter outlining your most significant CS achievements, and any relevant portfolio or case studies that showcase your impact.

Join brighthush and help shape the future of retail technology—where every customer interaction is an opportunity to innovate, grow, and inspire.