Senior Customer Engagement Specialist – North America – Championing Customer Success, Accelerating Product Adoption, and Leading Data‑Driven Culinary Innovation at brighthush

About brighthush

brighthush is the global catalyst for culinary excellence. Our cloud‑native platform turns raw food data into actionable intelligence, empowering hospitality, foodservice, and institutional partners to master every stage of their culinary journey. From menu engineering and ingredient sourcing to real‑time supply‑chain visibility and sustainability analytics, brighthush gives organizations the clarity and control they need to thrive in an increasingly data‑driven world.

With a portfolio of more than 500 customers spanning contract caterers, restaurant groups, healthcare providers, and educational institutions, brighthush has become the go‑to solution for businesses that demand precision, transparency, and impact from their food data. Backed by private‑equity investment and a relentless growth strategy, we are scaling rapidly across the UK and expanding our footprint in the United States. Our ambition is simple yet bold: to become the world’s most trusted food information platform. To achieve this, we need passionate, customer‑centric professionals who can help our North American clients unlock the full value of brighthush’s capabilities.

Why This Role Matters

As a Senior Customer Engagement Specialist, you will be the linchpin between our technology and the people who rely on it. You will deliver a proactive, scalable, and high‑quality customer experience for our North American base, ensuring that each client not only adopts brighthush but continues to realize tangible value. Your work will directly influence customer satisfaction, product adoption, and ultimately, the growth trajectory of brighthush in a new market.

What You’ll Do

• Deliver Exceptional Support: Provide timely, professional, and empathetic assistance to customers across email, phone, and live chat channels.
• Proactive Engagement: Monitor usage patterns, identify at‑risk customers, and initiate outreach to pre‑empt issues and drive adoption.
• Root‑Cause Troubleshooting: Investigate, replicate, and resolve technical problems, collaborating closely with Product and Engineering to deliver swift, effective solutions.
• Ownership & Escalation: Take end‑to‑end ownership of complex queries, coordinating with internal teams or escalating when necessary to ensure resolution.
• Product Evangelism: Develop deep product knowledge to guide customers in leveraging brighthush’s full feature set, translating technical details into business value.
• Consistent Experience: Maintain a high‑quality experience across all touchpoints, reinforcing brand trust and customer loyalty.
• Data Integrity: Accurately record all interactions, actions, and outcomes in ClientSuccess, Salesforce, and other relevant systems.
• Cross‑Regional Coverage: Provide support during North American working hours, ensuring continuity for UK and global customers outside the UK team’s core hours.
• Insight Sharing: Communicate customer insights, pain points, and emerging trends to Customer Success, Product, Sales, and Solutions teams to fuel continuous improvement.
• Resource Development: Contribute to the creation and refinement of knowledge bases, playbooks, and engagement processes.
• Strategic Collaboration: Partner with the Head of Customer Engagement to implement new initiatives, systems, automation, and programs that elevate the customer experience.
• Mentorship & Coaching: Share best practices with junior team members, fostering a culture of continuous learning and high performance.
• Performance Analytics: Build dashboards and reports that track key metrics such as NPS, CSAT, churn rate, and feature adoption, presenting findings to leadership.

Essential Qualifications

• Minimum 2 years of experience in Customer Engagement, Customer Success, SaaS support, or a similar customer‑facing role, preferably within a B2B SaaS environment.
• Proven track record of building strong, lasting customer relationships and delivering high‑quality service.
• Experience in proactive engagement strategies that drive product adoption and sustained usage.
• Strong analytical and problem‑solving skills, with the ability to own complex issues through resolution.
• Ability to assess risk, recognize escalation triggers, and act decisively.
• Excellent written and verbal communication skills in English, with confidence in communicating with both customers and internal stakeholders.
• Exceptional organizational and time‑management abilities, capable of prioritizing across multiple customers and tasks.
• Proficiency with CRM and customer‑success platforms (e.g., Salesforce, ClientSuccess).
• Comfort interpreting usage data to inform proactive outreach and engagement.
• Collaborative mindset, eager to share knowledge and support colleagues’ growth.
• Self‑motivated and capable of working independently within a remote, globally distributed team.
• Fluency in spoken and written English.

Preferred Qualifications

• Background in foodservice, hospitality, food technology, or a related SaaS domain.
• Experience with data‑driven product platforms and analytics dashboards.
• Knowledge of sustainability metrics and environmental impact reporting.
• Previous exposure to scaling operations in a fast‑growth, international environment.

Key Skills & Competencies

• Customer‑centric mindset with a passion for delivering measurable value.
• Strong analytical thinking and data literacy.
• Technical aptitude and the ability to translate complex concepts into clear, actionable guidance.
• Effective stakeholder management and cross‑functional collaboration.
• Adaptability and resilience in a dynamic, high‑growth setting.
• Commitment to continuous learning and process improvement.

Career Growth & Development at brighthush

At brighthush, growth is built into every role. We believe that the best way to scale the business is to empower our people to grow. As we expand internationally, we create real opportunities for you to stretch your skills, take on new challenges, and shape the future of our platform and the industry.

• Impact & Recognition: Your contributions will have a visible, measurable impact on global growth and customer success.
• Expert Collaboration: Work alongside an experienced management team and market‑leading clients worldwide.
• Structured Growth: Benefit from bi‑annual performance reviews and a personalized career development plan tailored to your ambitions.
• Mentorship & Coaching: Access ongoing support and opportunities to expand your responsibilities as the business scales.
• Global Pathways: Clear progression routes into senior leadership and specialist roles across Customer Engagement, Customer Success, and the broader Customer Experience organization.

Culture & Values

brighthush is a people‑first business scaling at a world‑class pace. We operate under five core values that guide everything we do:

• Team First: Collaboration and mutual support are at the heart of our success.
• Open Communication: Transparency and honesty foster trust and innovation.
• No Ego: We celebrate humility and continuous learning.
• Integrity: Ethical behavior and accountability guide our decisions.
• The Rocket: We embrace ambition, speed, and a relentless drive to achieve.

Our culture balances high‑speed international growth with a genuine commitment to the wellbeing and development of every team member. We celebrate achievements, encourage experimentation, and maintain a lighthearted, supportive environment where results matter more than hierarchy.

Compensation & Benefits

Base Salary: $60,000 – $75,000 per year (dependent on experience, location, and role scope).

In addition to a competitive base salary, brighthush offers a comprehensive benefits package designed to support your health, financial security, and work‑life balance:

• Competitive Paid Time Off (PTO) policy.
• Robust Training & Development Programs.
• Work‑life balance initiatives: flexible summer hours, enhanced parental leave options, and more.
• Generous personal Health & Wellbeing allowance.
• Health, Dental, and Vision insurance plans.
• Life and Disability insurance.
• 401(k) retirement plan with company match.
• Corporate Travel insurance.
• Unparalleled career progression opportunities across Customer Engagement, Customer Success, and the wider Customer Experience organization.
• Supportive, knowledgeable peer group.
• Employment through an Employer of Record (EOR) ensuring compliance with local regulations.

Location & Working Hours

Remote (U.S. based). We have a strong preference for candidates located in or near Boston, MA, but we welcome applicants from across the United States. Standard working hours are 40 hours per week, Monday to Friday, with flexibility to support cross‑regional coverage as needed.

How to Apply

If you are a customer‑obsessed professional ready to make a tangible impact in a fast‑growing SaaS environment, we want to hear from you. Join brighthush and help shape the future of food data while advancing your career in a culture that values growth, collaboration, and innovation.

Apply now to become a key driver of customer success at brighthush!

We celebrate diversity, belonging, and equal employment opportunities. We encourage individuals from all backgrounds to apply.