Senior Customer Success Advisor – Remote Contract – Expert in brighthush Value Realization & Growth Partnership

About brighthush

brighthush is a trailblazing digital experience partner that empowers global brands to design, build, and optimize the future of customer engagement. By weaving together data, design, and technology, we deliver connected commerce and content solutions that drive measurable results across industries such as retail, healthcare, manufacturing, and finance. Our team is passionate about turning complex challenges into simple, high‑impact outcomes, and we’re committed to creating a culture where curiosity, collaboration, and continuous learning thrive.

Position Overview

We’re looking for a seasoned Customer Success Advisor (CSA) to join our remote, contract team. In this role, you will be the trusted partner for our brighthush customers, ensuring they realize maximum value from their investment. You will blend customer success advisory, value measurement, stakeholder engagement, and account stewardship to accelerate customer maturity and uncover opportunities for retention and expansion.

Why This Role Matters

As a CSA at brighthush, you’ll be at the intersection of strategy and execution. Your insights will shape how clients adopt and grow with brighthush, directly influencing their business outcomes. You’ll work closely with cross‑functional teams—sales, product, implementation, and analytics—to create a seamless journey that turns data into action and adoption into revenue.

Key Responsibilities

Client Relationship Leadership

• Proactively engage customers using the CSA digital engagement model and health‑based criteria.
• Deeply understand each client’s business objectives, success criteria, and value realization opportunities.
• Build and nurture relationships with key operational stakeholders, monitoring account sentiment, adoption, and health.
• Respond promptly to reactive inquiries, coordinating resources and ensuring timely resolution.

Value Realization & Measurement

• Develop and execute a comprehensive value realization framework that aligns with each client’s strategic goals.
• Leverage analytics and reporting tools to quantify ROI, adoption metrics, and business impact.
• Present actionable insights to executive stakeholders, translating data into clear, business‑driven recommendations.
• Champion continuous improvement initiatives that enhance the customer experience and drive upsell opportunities.

Strategic Advisory & Growth Enablement

• Act as a trusted advisor, guiding clients through the full lifecycle of their digital transformation journey.
• Identify and articulate new use cases, integrations, and expansion possibilities that align with the client’s evolving needs.
• Collaborate with sales and product teams to shape the roadmap and ensure alignment with customer priorities.
• Facilitate workshops, training sessions, and executive briefings to accelerate adoption and maximize value.

Stakeholder & Cross‑Functional Collaboration

• Serve as the primary point of contact for all customer success initiatives, ensuring seamless communication across teams.
• Coordinate with implementation, product, and support teams to resolve issues and deliver on commitments.
• Drive a culture of proactive problem‑solving and continuous feedback loops.
• Represent customer voice in internal strategy discussions, influencing product enhancements and service improvements.

Performance & Reporting

• Maintain accurate and up‑to‑date account records, including health scores, engagement metrics, and renewal timelines.
• Prepare and deliver regular performance reports to internal stakeholders and clients.
• Track and report on key performance indicators (KPIs) such as NPS, churn, upsell revenue, and adoption rates.
• Use data to identify trends, forecast risks, and recommend mitigation strategies.

Essential Qualifications

• 10+ years of experience in customer success, account management, or related roles within the digital experience or technology sector.
• Proven track record of driving customer adoption, retention, and expansion in a SaaS or cloud‑based environment.
• Strong analytical mindset with the ability to translate complex data into actionable insights.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Experience working with enterprise clients and managing multi‑stakeholder relationships.
• Proficiency in CRM platforms (e.g., Salesforce), analytics tools, and customer success software.
• Self‑motivated, highly organized, and comfortable working independently in a remote setting.

Preferred Qualifications

• Background in consulting or strategy consulting, with a focus on digital transformation.
• Experience with brighthush’s suite of products or similar digital experience platforms.
• Knowledge of industry best practices in customer success, value realization, and growth partnership.
• Certifications in customer success management or related fields.
• Fluency in multiple languages, especially if serving a global client base.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Relationship Building & Stakeholder Management
• Problem Solving & Critical Analysis
• Project Management & Execution Excellence
• Adaptability & Resilience in Fast‑Paced Environments
• Collaboration & Team‑Oriented Mindset

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a CSA, you will:

• Gain exposure to high‑impact projects across multiple industries.
• Participate in ongoing training programs, including leadership development, product deep dives, and industry certifications.
• Collaborate with senior leaders and thought‑leaders in the digital experience space.
• Have the opportunity to transition into senior leadership roles such as Director of Customer Success, VP of Growth, or Chief Customer Officer.
• Contribute to the evolution of our customer success framework, leaving a lasting impact on the organization.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, collaboration, and continuous learning. We value:

• Remote flexibility with a fully distributed team that spans multiple time zones.
• Transparent communication and open feedback loops.
• Inclusive and diverse workplace where every voice is heard.
• Regular virtual team‑building events, hackathons, and innovation challenges.
• Commitment to employee well‑being through flexible schedules, mental health resources, and wellness programs.

Compensation, Perks & Benefits

While the exact compensation will be discussed during the interview process, we offer a competitive package that includes:

• Competitive hourly rate for contract roles, with potential for performance‑based bonuses.
• Health, dental, and vision coverage options for eligible contractors.
• Generous paid time off and holiday schedule.
• Access to a digital learning platform with courses on leadership, technology, and industry trends.
• Company‑sponsored wellness stipend and virtual fitness classes.
• Opportunity to work with cutting‑edge technology and collaborate with industry leaders.

How to Apply

If you’re ready to make a tangible impact on global brands, drive measurable growth, and thrive in a culture that values innovation and collaboration, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Join brighthush and help shape the future of customer engagement—one success story at a time.