Senior Customer Success Lead – Championing Client Engagement, Onboarding Excellence, Escalation Management, and Revenue Growth at brighthush, a Global Digital Marketing & Influencer Powerhouse

About brighthush

brighthush is more than a digital marketing agency; we are a global catalyst that empowers e‑commerce brands to amplify their reach, slash acquisition costs, and unlock sustainable growth through high‑impact creative campaigns and influencer collaborations. With a presence in over 30 countries, we blend data‑driven insights, compelling storytelling, and an unwavering customer focus to redefine how brands connect with audiences in the digital age. Our mission is simple: help our clients win in a crowded marketplace by turning every touchpoint into a memorable brand experience.

At brighthush, we believe that the success of every client is a reflection of our own. That’s why we invest heavily in building a world‑class Customer Success team that is as passionate about our clients’ journeys as we are about our own mission. If you are a strategic thinker, a proactive problem‑solver, and a people‑centric professional who loves turning challenges into opportunities, you’ll find a home here.

Why Join brighthush?

• Impactful Work: Your day‑to‑day actions will directly influence client satisfaction, retention, and revenue growth.
• Remote Flexibility: Work from anywhere in the Philippines with a fully remote, collaborative environment that values work‑life balance.
• Clear Growth Path: A transparent career ladder from Customer Success Lead to Director of Customer Success, with mentorship and leadership training.
• Innovative Culture: A fast‑moving, data‑driven, and creative workplace that values experimentation, continuous improvement, and bold ideas.
• Competitive Compensation: Base salary plus performance bonuses, equity options, and a comprehensive benefits package that rewards excellence.

Role Overview

As the Senior Customer Success Lead at brighthush, you will be the linchpin that ensures our clients receive exceptional service from onboarding to ongoing support. You will own the full customer lifecycle, drive strategic initiatives, and inspire a high‑performing team that consistently exceeds expectations. Your influence will shape the future of our customer success organization and directly contribute to brighthush’s revenue and brand reputation.

Key Responsibilities

• Escalation Leadership: Own the resolution of high‑impact client escalations, turning potential churn into loyalty and advocacy.
• Onboarding Excellence: Design, implement, and continuously improve a structured onboarding program that includes engaging calls, workshops, and success metrics.
• Client Health Monitoring: Track NPS, CSAT, usage analytics, and other key metrics; proactively address gaps and recommend improvements.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product, and Finance to align client feedback with roadmap priorities and revenue goals.
• Ticket Management: Oversee a high‑volume ticket queue using brighthush, brighthush, and our internal CRM, ensuring timely, accurate, and empathetic responses.
• Quarterly Business Reviews (QBRs): Develop and deliver data‑rich QBRs that showcase ROI, strategic insights, and future opportunities.
• Team Mentorship: Coach junior Customer Success Associates, fostering a culture of continuous learning, high performance, and professional growth.
• Revenue Expansion: Identify upsell and cross‑sell opportunities, collaborating closely with the Account Management team to grow revenue streams.
• Knowledge Management: Create and maintain knowledge base articles, SOPs, and training materials to improve team efficiency and client self‑service.
• Brand Representation: Represent brighthush at industry events, webinars, and client conferences to strengthen brand credibility and thought leadership.
• Strategic Planning: Contribute to the development of the Customer Success roadmap, aligning it with brighthush’s long‑term business objectives.
• Process Optimization: Continuously evaluate and refine internal processes to increase efficiency, reduce response times, and elevate client satisfaction.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or Client Services within a SaaS or digital marketing environment.
• Proven track record of managing escalations and turning challenging situations into positive outcomes.
• Exceptional communication skills—both written and verbal—in English, with the ability to articulate complex concepts to diverse audiences.
• Strong organizational skills, with a knack for juggling multiple priorities and deadlines.
• Hands‑on experience with collaboration tools such as brighthush, brighthush, and a CRM platform (e.g., brighthush).
• Data‑driven mindset: comfortable interpreting metrics, generating insights, and presenting findings to stakeholders.
• Experience in e‑commerce or influencer marketing is highly desirable, as it aligns with brighthush’s core services.
• Proactive, self‑motivated attitude with a passion for continuous improvement and learning.
• Bachelor’s degree in Business, Marketing, or a related field.

Preferred Qualifications

• Background in creative agencies, digital marketing, or brand strategy.
• Knowledge of influencer marketing platforms and campaign analytics.
• Experience leading cross‑functional teams or projects.
• Fluency in additional languages (e.g., Tagalog, Spanish) is a plus.
• Certified Customer Success Manager (CCSM) or similar credential.
• Experience with data visualization tools such as Tableau or Power BI.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client needs and a relentless drive to exceed expectations.
• Problem‑Solving: Ability to diagnose root causes quickly and implement effective solutions.
• Strategic Thinking: Aligning client goals with brighthush’s product roadmap and business objectives.
• Leadership: Inspiring and coaching a high‑performing team while fostering a collaborative culture.
• Analytical Acumen: Turning data into actionable insights that inform strategy and improve service delivery.
• Adaptability: Thriving in a fast‑paced, evolving environment with shifting priorities.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Project Management: Managing timelines, resources, and stakeholder expectations effectively.
• Conflict Resolution: Navigating difficult conversations with professionalism and empathy.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Senior Customer Success Lead, you will:

• Receive mentorship from senior leaders in Customer Success and Product Management.
• Participate in quarterly learning sessions covering industry trends, new tools, and best practices.
• Have access to a curated library of courses, certifications, and conferences.
• Be considered for promotion to Director of Customer Success or Head of Client Experience within 2–3 years.
• Contribute to strategic initiatives that shape the future of our customer success organization.
• Lead cross‑functional projects that span product, marketing, and finance, expanding your skill set and influence.
• Engage in a formal leadership development program that includes coaching, peer learning, and stretch assignments.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible working hours that respect your personal life and peak productivity times.
• Weekly virtual “coffee chats” and monthly all‑hands meetings to keep the team connected.
• A culture of open feedback, where ideas are welcomed and celebrated.
• Regular team‑building activities, such as virtual game nights, hackathons, and wellness challenges.
• A commitment to diversity, equity, and inclusion—every voice matters at brighthush.
• Access to a company‑wide learning platform and subscription to industry publications.
• Annual team retreats that combine learning, networking, and fun.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, you can expect:

• Competitive base salary aligned with industry standards for mid‑level Customer Success leaders in the Philippines.
• Performance‑based bonuses tied to client retention, satisfaction scores, and revenue growth.
• Equity options that allow you to share in brighthush’s long‑term success.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Monthly stipend for home‑office equipment and internet upgrades.
• Access to a company‑wide learning platform and subscription to industry publications.
• Employee assistance program and mental health resources.

How to Apply

Ready to make a tangible impact on the success of leading e‑commerce brands? Join the brighthush team and help us set new standards in customer experience.

Click the link below to submit your application and start your journey with us: