Senior Customer Success Leader – Retail Workforce Optimization, Store Execution & AI‑Driven Solutions – Championing Growth, ROI, and Operational Excellence at brighthush (US)

About brighthush

brighthush is a global pioneer in the retail workforce and store execution space, delivering an AI‑powered platform that unifies labor management, inventory control, time‑and‑attendance, task orchestration, food‑safety compliance, and employee self‑service. By blending advanced machine‑learning, predictive analytics, and industrial‑engineering best practices, we enable retailers—from boutique storefronts to multinational chains—to cut costs, boost productivity, and create memorable in‑store experiences for shoppers worldwide.

Operating across North America, Europe, Australia, and Oceania, brighthush partners with thousands of stores, turning raw data into actionable insights that drive profitability and delight. Our culture is built on relentless innovation, cross‑functional collaboration, and an unwavering focus on customer success. If you are passionate about shaping the future of retail technology and thrive in an environment that celebrates creativity, impact, and continuous learning, brighthush is the place where your ambition can flourish.

Why This Role Matters

As a Senior Customer Success Leader, you will be the strategic anchor that ensures our retail partners not only adopt the brighthush platform but also achieve sustained, measurable success. You will act as a trusted advisor, advocate, and growth catalyst for a portfolio of high‑impact customers, guiding them from initial implementation through ongoing optimization and expansion. Your mission is to deliver exceptional value, exceed expectations, and turn customers into long‑term champions of brighthush.

• Strategic Impact: Shape the end‑to‑end customer journey, influence product roadmap, and drive revenue growth through renewals, upsells, and cross‑sell opportunities.
• Customer‑Centric Culture: Directly fuel brighthush’s reputation for outstanding service, high satisfaction scores, and industry‑leading Net Promoter Scores.
• Career Acceleration: Serve as a launchpad to senior leadership roles in Customer Success, Product Management, or Sales.

Key Responsibilities

1. Build and Nurture Strategic Customer Relationships

• Establish deep, trust‑based relationships with key stakeholders at every level of each customer organization, from store managers to C‑suite executives.
• Serve as the customer’s strategic advisor and internal champion, ensuring their goals and feedback directly shape product development and service delivery.
• Conduct regular Executive Business Reviews (EBRs) to assess performance, surface new opportunities, and align strategic objectives.
• Champion success stories across brighthush, showcasing best practices, ROI metrics, and transformative outcomes to inspire cross‑functional teams.
• Develop a comprehensive understanding of each retailer’s business model, pain points, seasonal cycles, and growth ambitions.
• Act as the primary escalation point for critical issues, coordinating with Support, Product, Engineering, and Implementation teams to resolve them swiftly and effectively.

2. Drive Value Realization and Success Planning

• Co‑create detailed Success Plans with customers that define clear goals, key performance indicators (KPIs), and milestones aligned to their desired outcomes.
• Proactively monitor product adoption, usage trends, and health scores, using data‑driven insights to drive retention and pre‑empt churn.
• Identify and eliminate adoption barriers by leveraging enablement resources, targeted training, and proven best‑practice frameworks.
• Facilitate workshops, webinars, and on‑site training sessions that empower customers to extract maximum value from the platform.
• Provide actionable, data‑backed feedback to the Product team, influencing roadmap decisions and feature prioritization.
• Track, analyze, and report on success metrics, ensuring transparency and accountability across the organization.

3. Coordinate Account Renewals and Expansion Opportunities

• Maintain a meticulous renewal calendar, tracking contractual usage metrics, renewal dates, and expansion windows.
• Execute renewals efficiently, ensuring timelines, value articulation, and customer satisfaction are upheld.
• Partner closely with Account Managers and Sales Leaders on strategic renewals and expansion initiatives, delivering seamless execution.
• Develop strong internal and external advocates across the assigned portfolio, turning satisfied users into vocal promoters.
• Leverage the brighthush Customer Success platform to capture, analyze, and communicate success metrics internally.
• Prepare compelling renewal proposals that clearly articulate ROI, cost savings, and strategic benefits, reinforcing the business case for continued partnership.

4. Foster Cross‑Functional Collaboration and Continuous Improvement

• Work hand‑in‑hand with Product, Support, Sales, and Implementation teams to deliver a consistent, high‑value customer experience.
• Contribute to the creation of scalable enablement assets, such as onboarding guides, success playbooks, and best‑practice libraries.
• Provide ongoing, data‑driven insights to product managers, influencing feature development and prioritization.
• Serve as the escalation point for complex support or relationship issues, ensuring rapid resolution and customer satisfaction.
• Lead post‑implementation reviews that capture lessons learned, driving process enhancements and knowledge sharing.
• Champion a culture of continuous improvement by identifying gaps in the customer journey and proposing innovative solutions.

5. Mentor, Coach, and Enable Internal Teams

• Mentor junior Customer Success Managers and Associates, building internal capability and fostering a high‑performing team culture.
• Drive continuous improvement of success processes, tools, and methodologies, ensuring the team remains at the cutting edge of industry standards.
• Participate in cross‑functional initiatives aimed at boosting customer satisfaction, loyalty, and Net Promoter Score (NPS).
• Host internal workshops, brown‑bag sessions, and knowledge‑exchange forums to disseminate insights and best practices.
• Develop and refine internal dashboards and metrics that track team performance, health scores, and revenue impact.
• Represent the Customer Success function in executive strategy meetings, providing a voice for the customer perspective.

Success Metrics (What You’ll Be Measured On)

• Customer Retention Rate: Drive high‑rate renewals by consistently delivering value and cultivating long‑term relationships.
• Customer Health Score: Monitor and improve engagement and satisfaction using a robust health‑scoring framework.
• Customer Satisfaction (CSAT): Maintain top‑tier CSAT scores across onboarding, support, and ongoing interactions.
• Net Promoter Score (NPS): Elevate advocacy and referral opportunities by delivering exceptional experiences.
• Expansion Revenue: Identify and secure upsell and cross‑sell opportunities that align with customer goals.
• Time to Value (TTV): Reduce the time it takes for customers to realize ROI from the brighthush platform.
• Renewal Forecast Accuracy: Provide precise renewal projections that enable reliable revenue planning.

Essential Qualifications & Experience

• 5–10+ years of proven Customer Success management experience, preferably within the retail or consumer‑goods industry.
• Demonstrated ability to engage senior leadership as a peer, challenge assumptions respectfully, and drive alignment on strategic initiatives.
• Deep familiarity with workforce management software, retail operations, and best‑practice methodologies.
• Experience working with large, multi‑store retail organizations and understanding their unique operational challenges.
• Track record of collaborating with cross‑functional teams on large‑scale software implementations and change‑management programs.
• Outstanding leadership, organizational, and communication skills, with a talent for influencing without authority.
• Proven ability to solve complex, ambiguous problems and deliver measurable outcomes.
• BS/BA in Business Management, Industrial Engineering, Computer Science, or a related discipline; MBA or advanced degree is a plus.
• Advanced proficiency with brighthush tools (Excel, Salesforce, Tableau, or similar analytics platforms) and a strong analytical mindset.

Preferred Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market trends, and translate insights into actionable plans.
• Relationship Management: Proven skill in building and maintaining high‑level partnerships with C‑suite executives.
• Data‑Driven Decision Making: Comfortable turning complex data sets into clear, actionable insights that drive business outcomes.
• Project Management: Experience managing multiple initiatives simultaneously while meeting deadlines and budgets.
• Communication Excellence: Exceptional written and verbal communication skills, with the ability to tailor messages to diverse audiences.
• Problem Solving: Creative and analytical approach to troubleshooting and resolving customer challenges.
• Collaboration: Strong teamwork orientation, with a history of working effectively across functional boundaries.
• Change Management: Ability to guide customers through transformation initiatives, ensuring adoption and sustained value.

Career Growth & Learning Opportunities at brighthush

At brighthush, your professional development is a strategic priority. As a Senior Customer Success Leader, you will enjoy a clear pathway to senior leadership and exposure to the highest levels of decision‑making.

• Executive Visibility: Regular interaction with brighthush’s senior leadership, influencing product strategy and company direction.
• Thought‑Leadership Development: Opportunities to speak at industry conferences, author whitepapers, and contribute to thought‑leadership content.
• Cross‑Functional Leadership Programs: Structured programs that prepare you for future roles in Product Management, Sales, or General Management.
• Continuous Learning: Access to a robust learning budget, certifications, online courses, and internal knowledge hubs.
• Mentorship Culture: Pairing with senior mentors who provide guidance, feedback, and career coaching.
• Global Exposure: Work with a diverse portfolio of retailers across multiple continents, expanding your cultural competence and market insight.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and relentless customer obsession. Our team embodies the following values:

• Diversity & Inclusion: A globally diverse workforce that brings a wide range of perspectives to solve complex retail challenges.
• Data‑Centric Decision Making: Every strategy is backed by rigorous analytics and measurable outcomes.
• Customer‑First Mindset: Retailers’ success is at the heart of everything we do.
• Agile & Adaptive: We embrace rapid iteration, continuous improvement, and a growth‑mindset.
• Work‑Life Harmony: Flexible work arrangements, generous time‑off policies, and a supportive environment that respects personal well‑being.
• Team Spirit: Regular team‑building events, virtual coffee chats, and annual retreats that foster community and camaraderie.

Compensation, Perks, and Benefits

While exact figures vary by experience and location, brighthush offers a competitive total rewards package designed to attract and retain top talent.

• Base salary aligned with market benchmarks for senior customer success roles.
• Performance‑based bonuses tied to retention, expansion, and satisfaction metrics.
• Equity or stock‑option grants, allowing you to share in brighthush’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work options – remote, hybrid, or on‑site – to suit your lifestyle.
• Professional development budget for certifications, conferences, and continued education.
• Wellness programs, including gym memberships, mental‑health resources, and employee assistance services.
• Employee recognition programs, spot awards, and celebration of milestones.
• Team‑building activities, company retreats, and social initiatives that nurture a sense of belonging.

How to Apply

Ready to lead the next wave of retail transformation? Join brighthush and help retailers worldwide unlock their full potential. Submit your application through our careers portal or click the link below to apply directly.

We look forward to discovering how your expertise, passion, and vision can elevate our customers and drive brighthush’s mission forward. Let’s shape the future of retail together!