Senior Customer Success Lead – Championing Adoption, Retention, and Expansion for Mid‑Market Clients in the UX Research Platform Space at brighthush – Driving Product Innovation Through Data‑Driven Insights

About brighthush

brighthush is a trailblazer in the user‑experience research arena, offering a flexible, data‑rich platform that empowers product teams to uncover the authentic stories behind user behavior. Trusted by leaders across finance, healthcare, consumer goods, and technology, our tools transform guesswork into evidence‑based decision making. At brighthush, we believe that the best products are built by listening to people, and that listening is most powerful when it is contextual, continuous, and actionable.

Our culture thrives on curiosity, collaboration, and a relentless focus on impact. We celebrate diversity, encourage open dialogue, and reward those who bring fresh perspectives to complex problems. Whether you’re a seasoned researcher, a seasoned customer success professional, or a passionate advocate for people‑centric design, brighthush offers a platform where your expertise can shape the future of product development for some of the world’s most beloved brands.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is redefining how products are built through real‑world research. We’re not just a SaaS company; we’re a community of thinkers, doers, and innovators who believe that data should inform every decision, from ideation to launch. By joining us, you’ll:

• Work with a platform that is at the cutting edge of UX research technology.
• Collaborate with a cross‑functional team that values your voice and expertise.
• Help shape the future of product development for high‑profile clients across multiple industries.
• Grow your career through mentorship, leadership development, and industry‑recognition opportunities.
• Be part of a remote‑first organization that prioritizes flexibility, transparency, and collaboration.

Role Overview

As a Senior Customer Success Lead at brighthush, you will serve as the linchpin between our customers and the powerful research capabilities of our platform. You will own a portfolio of mid‑market accounts, ensuring that each client not only adopts our tools but also extracts maximum value from them. Your work will directly influence customer satisfaction, renewal rates, and expansion opportunities, while also feeding back into product development to create a better experience for all users.

In this role, you will blend strategic thinking with hands‑on execution, acting as both a trusted advisor and a proactive problem‑solver. You will champion the customer’s voice within brighthush, driving continuous improvement and fostering a culture of data‑driven decision making.

Key Responsibilities

• Account Ownership & Growth – Manage a curated set of mid‑market accounts, driving adoption, retention, and expansion throughout the customer lifecycle. Own the end‑to‑end success journey from onboarding to renewal.
• Platform Evangelism – Serve as the subject‑matter expert on brighthush’s platform, delivering training, workshops, and best‑practice sessions that deepen customers’ understanding of our tools and methodologies.
• Risk Management – Proactively identify account risk signals (e.g., low engagement, churn indicators) and develop mitigation plans in partnership with the account team, escalating to leadership when necessary.
• Research Consulting – Partner with customers to design research studies, recommend appropriate methodologies, and guide them through the entire research lifecycle—from scoping to analysis.
• Insight Enablement – Help customers translate raw data into actionable insights using brighthush’s analysis tools, ensuring they can make data‑driven decisions.
• Cross‑Functional Collaboration – Work closely with Product, Engineering, Sales, and Renewal teams to surface customer feedback, prioritize feature requests, and align on go‑to‑market strategies.
• Travel & On‑Site Engagement – Conduct up to 10% travel to client sites, building relationships, delivering in‑person training, and gathering first‑hand feedback for product improvement.
• Advocacy & Feedback Loop – Act as the customer’s voice within brighthush, championing user needs and driving continuous product enhancements.
• Performance Metrics – Meet or exceed KPI targets related to renewal rate, customer check‑ins, Executive Business Reviews (EBRs), and Renewal Manager handoffs.
• Thought Leadership – Represent brighthush at industry events, webinars, and community forums, sharing insights and best practices to elevate the brand’s thought leadership.

Essential Qualifications

• Minimum of 2 years’ experience in research, product design, or a customer success role within a SaaS or agency environment.
• Proven track record of consulting with clients to drive product adoption and maximize lifetime value.
• Bachelor’s degree in anthropology, sociology, market research, design research, HCI, or a related field (or equivalent professional experience).
• Strong communication skills—both written and verbal—capable of balancing a friendly tone with professional clarity.
• Experience with CRM systems for activity logging and account tracking.
• Highly organized, detail‑oriented, and able to manage multiple projects simultaneously.
• Empathetic, collaborative, and comfortable working both independently and as part of a team.
• Curiosity about human behavior and a passion for solving complex research challenges.

Preferred Qualifications

• Hands‑on experience leading end‑to‑end qualitative research projects, including scoping, design, recruiting, fielding, and analysis.
• Background in a consulting or agency setting where you served as a trusted advisor to clients.
• Familiarity with research methodologies such as diary studies, in‑depth interviews, usability testing, and ethnographic observation.
• Experience with data visualization and analysis tools that complement brighthush’s platform.
• Knowledge of the finance, healthcare, consumer goods, or technology sectors.
• Previous experience in a high‑growth startup environment.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for client challenges and a relentless drive to deliver value.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Analytical Acumen – Translate complex data into clear, actionable insights.
• Influence & Negotiation – Persuade stakeholders across all levels to adopt new ideas and practices.
• Project Management – Plan, execute, and deliver research projects on time and within scope.
• Adaptability – Thrive in a fast‑paced, evolving environment.
• Tech Savvy – Comfortable learning new software tools quickly.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Customer Success Lead, you will:

• Lead cross‑functional initiatives that shape product strategy and roadmap.
• Mentor junior Customer Success and Research Advisors, building a high‑performing team.
• Take on larger, more complex accounts, expanding your influence across the mid‑market segment.
• Participate in leadership development programs, including executive coaching and strategic decision‑making workshops.
• Earn certifications in UX research, data analytics, or customer success frameworks.
• Contribute to industry conferences, white papers, and thought‑leadership content, positioning yourself as a recognized expert.
• Access a curated learning library, including courses on advanced research methods, data storytelling, and product management.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, transparency, and collaboration. Our culture is defined by:

• Inclusive Diversity – A workforce that reflects a wide range of backgrounds, experiences, and perspectives.
• Continuous Learning – Regular knowledge‑sharing sessions, lunch‑and‑learns, and access to online learning platforms.
• Open Communication – Transparent decision‑making processes and a culture where every voice is heard.
• Work‑Life Balance – Flexible hours, generous PTO, and a focus on mental and physical well‑being.
• Community Impact – Opportunities to volunteer, mentor, and contribute to social causes.
• Innovation Hub – A collaborative environment where cross‑team hackathons and ideation sessions are the norm.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure tied to individual and company goals.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to support your future.
• Paid parental leave (12 weeks) and flexible PTO to accommodate life’s milestones.
• Annual education stipend for professional development and certifications.
• Remote work stipend to help set up a productive home office.
• Well‑being resources, including mental health support and wellness programs.
• Employee referral program with generous rewards.

How to Apply

If you’re ready to join a team that values curiosity, collaboration, and customer impact, we’d love to hear from you. Submit your resume, a brief cover letter highlighting your relevant experience, and any portfolio or case studies that demonstrate your success in driving adoption and delivering insights.

Apply now: Apply to this job

FAQ

What does a typical day look like? You’ll spend a mix of client calls, data analysis, internal collaboration, and strategic planning. Expect to balance proactive outreach with reactive support, ensuring clients achieve their research goals.

Is travel required? Yes, but only up to 10% of the time. Most of your work will be remote, with occasional on‑site visits for training or workshops.

What growth paths are available? Beyond senior roles, opportunities exist in Customer Success Leadership, Product Management, and Research Strategy. We actively promote from within and support career transitions.

Closing

At brighthush, you’ll be part of a mission‑driven organization that is redefining how products are built through real‑world research. Your expertise will help our clients unlock deeper insights, accelerate product innovation, and ultimately create experiences that delight users worldwide. If you thrive in a dynamic, growth‑oriented environment and are passionate about turning data into action, we encourage you to apply today and shape the future of user experience research with us.

brighthush is an equal‑opportunity employer that values diversity. We do not discriminate based on identity, including race, color, religion, national origin, gender, age, disability, veteran status, or any other protected characteristic. If you need reasonable accommodations during the application process, please contact us at [email protected]. We are committed to ensuring a fair and inclusive hiring experience for all candidates.