Senior Customer Success & Implementation Lead – E‑Commerce Intelligence & Data‑Driven Growth Strategist – brighthush – Accelerating ROI for Global DTC Brands

About brighthush

brighthush is redefining the way direct‑to‑consumer brands understand their customers. By turning every order into a rich, real‑time data source, we give brands the power to predict buying intent, personalize outreach, and drive sustainable growth. Our platform blends advanced analytics, AI‑driven insights, and a deep understanding of the e‑commerce ecosystem to deliver a 95 % view of the customer story that most companies miss. Founded by seasoned industry veterans and backed by a portfolio of world‑class investors, brighthush is on a mission to become the category‑defining platform for e‑commerce customer intelligence.

Why This Role Matters

As the Senior Customer Success & Implementation Lead, you will be the linchpin that turns brighthush’s technology into tangible business outcomes for our clients. Your work will directly influence customer retention, product roadmap, and the overall perception of brighthush in a crowded market. You will blend strategic consulting, technical implementation, and customer advocacy to ensure every brand we onboard not only adopts the platform but also extracts measurable ROI within the first 90 days.

Key Responsibilities

End‑to‑End Onboarding & Activation

• Kickoff & Discovery – Lead initial discovery calls with founders and marketing leads to map business objectives and identify key success metrics.
• Technical Integration – Oversee API connections, data pipelines, and third‑party platform integrations (e.g., Shopify, Klaviyo, Salesforce, SMS gateways).
• Custom Playbook Development – Translate brand goals into actionable playbooks that leverage brighthush insights for email, SMS, and paid media campaigns.
• Training & Enablement – Deliver hands‑on workshops, create video tutorials, and build knowledge bases that empower internal teams to self‑serve.

Customer Success & Adoption

• Health Monitoring – Use usage dashboards to spot adoption lags, churn risk, and engagement spikes; intervene proactively with targeted outreach.
• Quarterly Business Reviews (QBRs) – Present ROI dashboards, growth projections, and strategic recommendations to C‑suite stakeholders.
• Value Realization – Quantify lift in conversion rates, average order value, and customer lifetime value attributable to brighthush insights.
• Issue Escalation & Resolution – Serve as the first point of contact for technical and strategic questions, coordinating with engineering and product teams to resolve issues swiftly.

Product Advocacy & Feedback Loop

• Voice of the Customer – Capture feature requests, pain points, and success stories; present them to product, engineering, and design teams.
• Beta Program Management – Recruit and manage early adopters for new features, ensuring rigorous testing and feedback collection.
• Competitive Intelligence – Monitor market trends, competitor offerings, and emerging technologies to inform product strategy.

Essential Qualifications

• 3–6 years of experience in agency account management, customer success, or technical implementation roles.
• Deep knowledge of e‑commerce, DTC brands, and marketing technology stacks.
• Proficiency with API integrations, data pipelines, and martech ecosystems (e.g., Shopify, Klaviyo, Salesforce, SMS platforms).
• Track record of managing multiple high‑growth client accounts simultaneously in fast‑paced environments.
• Consultative mindset, exceptional communication skills, and a data‑curious approach to problem solving.

Preferred Qualifications

• Hands‑on experience with data integration, ETL processes, and API implementation.
• Background in analytics or data science, with the ability to translate metrics into actionable insights.
• Experience working directly with founders and senior leadership teams.
• Knowledge of customer journey mapping, lifecycle marketing, and attribution modeling.

Skills & Competencies

• Strategic Thinking – Align customer success initiatives with broader business goals and market positioning.
• 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.
• Opportunities to present at industry events, author thought‑leadership pieces, and shape the public narrative around brighthush.

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.
• Employee stock purchase plan and early‑stage equity options.

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.