Senior Customer Retention & Growth Strategist – AI‑Driven Real Estate Media Solutions Leader, Championing Loyalty, Revenue, and Customer Success at brighthush

About brighthush

brighthush is at the forefront of a seismic shift in the real estate industry. By marrying cutting‑edge artificial intelligence with deep‑rooted media expertise, we empower agents, photographers, and agencies to transform raw property images into market‑ready masterpieces in a fraction of the time it traditionally takes. Our proprietary HDR and flambient workflows automate the most labor‑intensive aspects of photo editing, enabling our users to publish stunning visuals quickly, consistently, and at scale.

With a footprint that now touches 25 % of all U.S. real estate listings and a month‑over‑month growth rate of 20 %, brighthush is poised to become the industry’s go‑to media partner. We blend seasoned AI researchers, data scientists, and real‑estate veterans to build products that are both technologically advanced and deeply intuitive. If you are passionate about real estate, excited by AI, and eager to shape the future of property marketing, brighthush is the place where your ideas can make a tangible impact.

The Opportunity

As the Senior Customer Retention & Growth Strategist, you will be the guardian of our user base, ensuring that every client who engages with brighthush’s platform remains satisfied, productive, and loyal. You will design and implement systems, automations, and relationship‑building strategies that prevent churn and drive long‑term value. Your day‑to‑day work will involve proactive outreach, data‑driven analysis, and cross‑functional collaboration to keep our customers thriving.

Key Responsibilities

• Own the Retention Lifecycle: From onboarding to renewal, map out every touchpoint where a customer could disengage and build safeguards to keep them on track.
• Data‑Driven Churn Prevention: Analyze usage patterns, support tickets, and quality metrics to identify early warning signs and intervene before a customer leaves.
• Proactive Outreach: Conduct daily calls and emails to unsubscribed customers, low‑quality rating reporters, and high‑risk users to gather feedback, address concerns, and share upcoming product enhancements.
• Win‑Back Campaigns: Design and execute targeted win‑back initiatives for customers who have paused or canceled, turning past churn into renewed revenue.
• Automated Workflows: Build and maintain automated triggers, reminders, and reporting dashboards that streamline retention processes and provide real‑time insights.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to relay customer insights, influence roadmap decisions, and align retention strategies with broader company goals.
• Metrics & Reporting: Define, track, and report on key retention KPIs such as churn rate, net retention, customer lifetime value, and satisfaction scores.
• Continuous Improvement: Iterate on retention tactics based on data, A/B testing, and customer feedback to achieve measurable improvements in retention metrics.

Essential Qualifications

• 3+ years of experience in customer success, retention, or account management within the real estate or media technology space.
• Deep understanding of HDR and flambient photo workflows, or a proven ability to quickly master technical product details.
• Fluent in English with exceptional communication skills; a neutral accent that facilitates clear, professional interactions.
• Proficiency in CRM platforms (e.g., brighthush CRM) and customer success tools (e.g., brighthush Success Suite).
• Strong analytical mindset with experience using data to uncover trends, diagnose problems, and recommend solutions.
• Demonstrated success in reducing churn and increasing customer lifetime value in a high‑growth environment.

Preferred Qualifications

• Background working directly with real estate photographers, editing studios, or property listing platforms.
• Experience building automated retention workflows using scripting or low‑code tools.
• Knowledge of AI/ML concepts and how they apply to media processing.
• Experience leading cross‑functional projects and influencing product strategy.

Skills & Competencies

• Customer‑Centric Mindset: Empathy for user pain points and a relentless drive to solve them.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Data Fluency: Comfortable interpreting dashboards, building reports, and making data‑backed decisions.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Adaptability: Thrive in a fast‑moving startup environment where priorities shift rapidly.

Career Growth & Learning Opportunities

At brighthush, your growth is as dynamic as our product roadmap. As a senior member of the customer success team, you will:

• Lead the development of a company‑wide retention strategy that could be replicated across other product lines.
• Mentor junior success managers, sharing best practices and fostering a culture of continuous learning.
• Collaborate with Product and Engineering to shape feature releases that directly impact customer satisfaction.
• Participate in quarterly strategy sessions with leadership, influencing the direction of the company.
• Access to professional development resources, including industry conferences, certifications, and internal knowledge‑sharing workshops.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and collaboration. Our remote‑first model empowers you to work from anywhere while staying connected through weekly all‑hands meetings, real‑time collaboration tools, and an open‑door policy that encourages idea exchange at all levels. We celebrate diversity, champion work‑life balance, and reward creativity with a flexible schedule, unlimited vacation, and a generous equity program that lets you share in the company’s success.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and a generous parental leave policy.
• Professional development stipend and tuition reimbursement.
• Annual company retreats and team‑building events.
• Access to cutting‑edge AI research labs and industry‑leading tools.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is redefining how real estate professionals showcase properties. Your work will directly influence the satisfaction of thousands of agents, photographers, and agencies, driving both business growth and industry standards. You will have the autonomy to experiment, the resources to implement, and the support of a collaborative culture that values every voice.

Ready to Make an Impact?

If you are a strategic thinker with a passion for customer success, a knack for data‑driven decision making, and a desire to shape the future of AI‑powered media solutions, we want to hear from you. Join brighthush and help us turn every property photo into a masterpiece while building lasting relationships with our customers.

Apply now and become a key player in our journey to transform the real estate industry.