Senior Customer Success Lead – Digital & Scaled Programs, Driving Growth & Retention at brighthush

About brighthush

brighthush is at the forefront of the responsible data revolution, redefining how enterprises collect, control, and activate compliant, clean data across their entire technology stack. In an era where privacy regulations are tightening and artificial intelligence is reshaping business strategies, our Data Permissioning Platform empowers thousands of brands to navigate the complex landscape of data privacy with confidence and agility. By moving beyond cookie banners and into full-stack governance, we enable our customers to unlock new revenue streams from advertising, data, and AI initiatives while building lasting trust with their customers and partners.

Why Join brighthush?

At brighthush, we live our values every day: passion, growth, grit, collaboration, and integrity. We are a 65‑person, Series B company backed by top‑tier investors, and we are on a mission to shape how the world handles data responsibly. If you want to do the best work of your career, influence a rapidly growing, fast‑paced organization, and work alongside a close‑knit team that operates at the top of their game, brighthush is the place for you.

Our Culture

• Passion – We are driven by a deep commitment to privacy and innovation.
• Growth – Every team member is encouraged to learn, experiment, and advance.
• Grit – We tackle complex problems head‑on and celebrate resilience.
• Collaboration – Cross‑functional teamwork is the engine of our success.
• Integrity – Transparency and honesty guide every decision we make.

Benefits & Perks

We believe in rewarding our people with a comprehensive benefits package that supports health, well‑being, and work‑life balance.

• Competitive medical, dental, and vision coverage – 100 % of premiums paid for US‑based full‑time employees.
• Unlimited paid time off – we encourage you to take at least 15 days a year to recharge.
• 10 paid company holidays.
• Paid parental leave.
• Remote‑friendly with flexible scheduling built around core collaboration hours.
• Commuter benefits for office‑based employees.
• Access to cutting‑edge AI tools and continuous learning resources.

About the Role

brighthush is hiring a Senior Customer Success Lead – Digital & Scaled Programs to design, launch, and operate our “Success‑at‑Scale” initiatives. This role is pivotal in ensuring our customers fully realize the value of brighthush’s products, driving growth, reducing risk, and fostering long‑term loyalty across our customer base. You will be part of the Customer Experience (CX) team and the broader Go‑to‑Market (GTM) organization, collaborating closely with Engineering, Product, Sales, and Marketing.

Key Responsibilities

• Design and execute a 1:many, lifecycle‑driven Success‑at‑Scale program that aligns with business objectives and customer needs.
• Partner with CX Ops to translate data signals into actionable playbooks, business review decks, value calculations, and automated email journeys.
• Identify churn and renewal risk early, and proactively engage customers through targeted outreach and hands‑on support.
• Leverage expansion signals (email, phone, Slack, platform usage, website, inbound channels) to build a robust upsell pipeline.
• Serve as the primary point of contact for customer escalations, conducting health checks, trainings, and coordinating with Product, Engineering, and Sales as needed.
• Manage program cadence: business reviews at scale, RED account management, lifecycle management, retraining, and reporting.
• Develop and deliver one‑to‑many content such as webinars, workshops, and training modules.
• Measure impact through Net Revenue Retention (NRR) and secondary metrics like customer advocacy, case studies, references, and public reviews.

Essential Qualifications

• 5+ years of experience in Customer Success, Customer Success Operations, Lifecycle, Growth, or a similar role in B2B SaaS.
• Strong background in building or operating scalable customer engagement models.
• Hands‑on experience with AI tools (e.g., Claude) to transform customer signals into business reviews, value calculations, and engagement automation.
• Proficiency in using customer data and usage signals to improve engagement, retention, and growth.
• Experience with HubSpot or a comparable marketing automation platform.
• Fluent in written and spoken English; knowledge of a second language is a plus.
• Legally authorized to work in the United States.
• Bachelor’s degree required.

Preferred Qualifications

• Start‑up experience with a self‑starter mindset.
• Experience in data privacy, data governance, or compliance (strongly preferred, but not required).
• Ability to navigate a matrix organization and influence cross‑functional teams without direct authority.
• Strong presentation skills and product depth to handle escalations independently.
• Prior experience building or managing scalable customer engagement models in a B2B SaaS environment.
• Location in a major hub (Chicago, New York City, Los Angeles, San Francisco, or Atlanta) – remote work is possible but preference is given to these locations.

Skills & Competencies

• Strategic thinking – ability to see the big picture while managing day‑to‑day execution.
• Data‑driven decision making – proficiency in interpreting usage metrics and translating them into actionable insights.
• Communication – clear, concise, and persuasive communication across all levels of the organization.
• Project management – ability to juggle multiple initiatives, prioritize tasks, and meet deadlines.
• Customer‑centric mindset – deep empathy for customer challenges and a passion for delivering value.
• Technical aptitude – comfortable working with AI tools, CRM systems, and data analytics platforms.

Career Growth & Learning

At brighthush, your professional development is a top priority. You will have access to:

• Mentorship from senior leaders across GTM, Engineering, and Product.
• Regular training sessions on the latest AI, data privacy, and customer success best practices.
• Opportunities to lead cross‑functional initiatives and shape product roadmaps.
• Clear career progression paths within Customer Success, Product Management, or GTM leadership.

Work Environment & Culture Highlights

Our hybrid model blends remote flexibility with in‑office collaboration. Core collaboration hours are designed to accommodate multiple time zones while ensuring real‑time communication. We celebrate diversity, equity, and inclusion, fostering a culture where every voice is heard and valued. Our team enjoys:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Quarterly hackathons and innovation challenges.
• Annual retreats and team‑building events.
• Access to cutting‑edge AI tools and a culture of continuous experimentation.

Compensation & Benefits

The US base salary range for this full‑time position is $150,000 – $175,000 plus bonus, equity, and benefits. Compensation is determined by role, level, and location, and is tailored to individual experience and skill set. We offer a competitive total rewards package that includes:

• Base salary within the stated range.
• Performance‑based bonus structure.
• Equity in brighthush.
• Comprehensive health, dental, and vision coverage.
• Unlimited paid time off and paid holidays.
• Paid parental leave and flexible work arrangements.
• Commuter benefits for office‑based employees.

How to Apply

If you are ready to lead brighthush’s Success‑at‑Scale program, drive customer growth, and shape the future of responsible data, we want to hear from you. Submit your application through our careers portal and join a team that is redefining the data privacy landscape.

We are an equal opportunity employer committed to building a workforce that reflects the users we serve. We celebrate diversity, inclusion, and belonging. If you require accommodation during the hiring process, please let us know.