Senior Customer Success & Implementation Lead – E‑Commerce Intelligence & Data‑Driven Growth Strategist – brighthush

About brighthush

In the hyper‑competitive arena of e‑commerce, data has become the most valuable asset a brand can own. Every click, swipe, and purchase generates a stream of information that, if harnessed correctly, can unlock unprecedented insights into customer behavior, preferences, and future buying intent. brighthush is at the forefront of this data revolution, turning raw transactional data into actionable intelligence that fuels smarter marketing, higher conversion rates, and sustainable growth for brands worldwide.

Founded by seasoned industry veterans and backed by a portfolio of world‑class investors, brighthush has built a platform that enriches every order in real time with both professional and personal signals. This unique capability reveals the 95% of the customer story that most brands miss—capturing the nuances of executives, influencers, journalists, retail buyers, investors, and everyday shoppers alike. By providing this depth of insight, we empower our clients to craft surprise‑and‑delight outreach, optimize email flows, generate data‑driven analytics, and secure high‑quality business development leads.

Our mission is simple yet ambitious: to become the category‑defining platform for e‑commerce customer intelligence. We are a small, high‑performing team that is growing rapidly, and we are looking for a Senior Customer Success & Implementation Lead who can help us scale our customer experience while maintaining the exceptional service our clients expect.

The Opportunity

As the Senior Customer Success & Implementation Lead at brighthush, you will occupy a pivotal role that blends strategic consulting, technical implementation, and customer success operations. Think of yourself as a hybrid of an agency account lead and a technical implementation specialist—someone who can run a kickoff call, train a CX team, troubleshoot a data integration, build a custom playbook, and conduct a quarterly business review—all within the same week. Your success will be measured by our ability to keep a high retention rate while scaling to support our ambitious 2026 growth targets. You will ensure that our customers feel supported, get value quickly, and see measurable ROI from our platform. You will also be the voice of the customer for our product team, surfacing insights and feature requests that drive the next wave of innovation.

Key Responsibilities

• End‑to‑End Onboarding – Lead new brand implementations from kickoff through full activation, ensuring seamless integration and training.
• Playbook Development – Write onboarding and success playbooks, continuously refining a library of use cases that brands can employ to win with brighthush.
• Custom Playbook Creation – Work with each brand to map brighthush insights to their specific use cases, tailoring strategies that fit their unique business goals.
• Training & Enablement – Conduct working sessions with founders, marketing, and retention teams so they can implement winning strategies using brighthush data.
• Health & Adoption Monitoring – Proactively track usage patterns, intervene when brands are under‑utilizing or struggling, and drive adoption through targeted outreach.
• Issue Resolution – Serve as the first point of contact for questions, troubleshooting, and support escalations, ensuring a smooth customer journey.
• Value Realization – Help brands connect brighthush insights to real business outcomes, ensuring measurable ROI and continued partnership.
• Product Feedback Loop – Act as the voice of the customer, surfacing feature requests and friction points to the product and engineering teams.

Essential Qualifications

• 3–6 years of experience in agency account management, customer success, or implementation roles.
• Strong background in e‑commerce, DTC brands, or marketing technology.
• Proficiency with tools such as Meta Ads Manager, Klaviyo, Gorgias, SMS platforms, or similar martech ecosystems.
• Demonstrated ability to manage multiple client accounts simultaneously in fast‑paced, high‑growth environments (startup or agency).
• Consultative mindset, excellent communication skills, and a data‑curious approach to problem solving.

Preferred Qualifications

• Experience with data integration and API implementation.
• Background in analytics or data science, with the ability to translate metrics into actionable insights.
• Previous experience working with founders and senior leadership teams.
• Knowledge of customer journey mapping and lifecycle marketing strategies.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer success initiatives with business goals.
• Technical Acumen – Comfortable troubleshooting integrations, working with APIs, and understanding data pipelines.
• Communication & Storytelling – Translate complex data into compelling narratives for both technical and non‑technical stakeholders.
• Project Management – Manage timelines, deliverables, and cross‑functional collaboration with precision.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and driving long‑term relationships.

Career Growth & Learning Opportunities

At brighthush, you’ll be part of a founding‑level team that is shaping the future of e‑commerce intelligence. Your contributions will directly influence product direction, go‑to‑market strategy, and company culture. We offer:

• Rapid career progression with clear pathways to leadership roles in Customer Success, Product, or Operations.
• Hands‑on experience with cutting‑edge data science, AI, and marketing technology.
• Mentorship from seasoned founders and industry experts.
• Access to continuous learning resources, including conferences, workshops, and internal knowledge sharing.

Work Environment & Culture

brighthush thrives on a culture of autonomy, transparency, and collaboration. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through weekly all‑hands, bi‑weekly team huddles, and informal virtual coffee chats. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our team is small but mighty, and every voice matters.

Compensation, Perks & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and equity opportunities that reflect your impact on the company. Additional perks include:

• Unlimited paid time off and flexible work hours.
• Health, dental, and vision insurance for you and your dependents.
• Professional development stipend and conference reimbursement.
• Monthly wellness allowance and access to virtual fitness classes.
• Team retreats and quarterly off‑site events.

Why brighthush?

When you join brighthush, you’re not just taking a job—you’re becoming part of a mission to revolutionize how brands understand and market to their customers. You’ll work alongside founders who bring decades of industry experience, collaborate with a passionate team, and see the direct impact of your work on our customers’ success. The energy here is palpable: we’re building something that will change the way e‑commerce brands operate, and we need people who are as excited about data, strategy, and customer delight as we are.

How to Apply

Ready to help brands unlock the full story behind every order? Submit your resume along with responses to the application questions. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.