Senior Customer Success Manager – 8‑Month Contract – Accelerate Adoption, Retention, and Revenue Growth for Leading E‑Commerce Platforms

About brighthush

brighthush is the world’s most trusted product data management platform, empowering over 15,000 brands and 3,500 retailers to win in a digital marketplace that is growing faster than ever. By delivering accurate, consistent, and actionable product information, we help our customers become the first choice for shoppers searching on websites, marketplaces, and AI assistants. Our mission is simple yet powerful: give brands the data they need to thrive, and give shoppers the best possible experience.

Why This Role Matters

In a rapidly evolving e‑commerce landscape, customer success is the linchpin that turns technology into tangible business results. As a Senior Customer Success Manager on a focused 8‑month contract, you will own a high‑value portfolio of enterprise, mid‑market, and SMB customers. Your work will directly influence adoption rates, renewal success, and expansion revenue—creating measurable impact for both the customer and brighthush. This is a unique opportunity to step into a mixed book of business, drive outcomes, and leave a lasting legacy in our success processes—all while collaborating with a world‑class team that prizes innovation, data‑driven decision making, and continuous improvement.

Key Responsibilities

Customer Success & Relationship Management

• Assume full ownership of an inherited portfolio comprising 20% strategic enterprise accounts and 80% mid‑market/SMB customers for the duration of the assignment.
• Build and nurture trusted relationships with key stakeholders—product managers, marketing leads, and executive decision‑makers—adapting your engagement model to account size and complexity.
• Maintain and execute existing Success Plans for strategic customers while scaling success initiatives for SMB accounts.
• Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) for enterprise customers, ensuring alignment on goals, metrics, and value delivery.
• Proactively monitor customer health in ChurnZero, identify risks, and execute mitigation plans—including formal risk journeys—before issues impact retention.

Adoption & Customer Outcomes

• Drive product adoption and ensure customers realize measurable business value across your portfolio.
• Analyze usage data, engagement metrics, and business objectives to uncover opportunities for deeper adoption.
• Deliver onboarding, enablement, and education through a blend of direct interactions and digital content.
• Encourage customers to adopt new features and best practices, positioning brighthush as a strategic partner.

Retention & Commercial Growth

• Own customer retention and renewal execution across your portfolio, using Salesforce and NetSuite to manage opportunities, quotes, and contract renewals.
• Identify expansion opportunities and collaborate with Sales/Account Executives on upsell and cross‑sell motions.
• Support renewal planning by ensuring customers clearly understand the value delivered, following the team’s renewal playbook and handover documentation.
• Promote customer advocacy through case studies, references, and participation in customer programs.

Scaled Customer Success

• Use health scores, usage signals, and segmentation (Enterprise / Medium / Small) to prioritize your time effectively across a high‑volume book of business.
• Maintain a high‑quality customer experience across the full portfolio for the duration of the assignment.
• Flag opportunities to improve Customer Success processes and contribute ideas for greater scalability and efficiency, feeding these back to the permanent team ahead of handback.

Cross‑Functional Collaboration

• Partner with Sales, Product, Support, Professional Services, and Marketing to deliver an outstanding customer experience.
• Capture and communicate customer feedback to influence product improvements and future roadmap decisions.
• Maintain accurate, up‑to‑date customer information, health status, risks, and success activities in Salesforce and ChurnZero, ensuring a clean handback of the portfolio at the end of the assignment.

Who You Are

• 3–6+ years of experience in Customer Success, Account Management, or a similar customer‑facing SaaS role.
• Proven track record managing a mixed portfolio of SMB and enterprise accounts.
• Demonstrated success driving customer retention, adoption, and commercial growth.
• Comfortable stepping into an existing portfolio at pace, absorbing handover documentation, and building customer trust quickly.
• Strong communication skills with the ability to engage everyone from day‑to‑day users to senior decision‑makers.
• Excellent prioritization and organizational skills, with the ability to manage a high‑volume portfolio effectively.
• Data‑driven approach to customer management and decision making.
• Available to start in October 2026 and commit through to approximately May 2027, including a short overlap/handover period at the start and end of the assignment.

What You’ll Gain

• Impactful Ownership: Own a real portfolio of high‑value customers and see the direct impact of your work on retention and growth.
• Fast‑Track Learning: Work with a seasoned Customer Success team, gaining exposure to enterprise‑grade processes, advanced analytics, and strategic account management.
• Career Growth: Demonstrate your ability to manage complex portfolios and drive outcomes—an ideal stepping stone to permanent roles in Customer Success, Enterprise Account Management, or Product Management.
• Professional Development: Access to tuition reimbursement, internal training programs, and mentorship from senior leaders.
• Dynamic Culture: Join a collaborative, inclusive environment that values innovation, data‑driven decision making, and continuous improvement.

Work Environment & Culture at brighthush

At brighthush, we believe that great work starts with a great culture. Our team is built on transparency, curiosity, and a shared commitment to customer success. We celebrate wins together, encourage experimentation, and provide a safe space for ideas to flourish. Whether you’re working from our modern Warsaw office or remotely, you’ll experience:

• Flexible work hours and the option for remote work.
• Regular “Flex Fridays” to recharge and pursue personal projects.
• Volunteer time off and donation matching to support causes you care about.
• Peer‑to‑peer recognition programs and quarterly team celebrations.
• A focus on work‑life balance, with generous paid time off and health coverage tailored to local markets.

Compensation & Benefits

While the exact compensation will be determined based on your skills, education, and experience, you can expect a competitive salary within the range of 76,666 zł to 88,677 zł PLN. In addition to your base pay, brighthush offers:

• Health coverage and retirement plans aligned with local regulations.
• Generous paid time off and flexible working arrangements.
• Learning and development budget, including tuition reimbursement.
• Referral bonuses for bringing top talent into the team.
• Employee wellness programs, including gym memberships and mental health resources.

Diversity, Equity & Inclusion

brighthush is committed to building a workforce that reflects the diverse communities we serve. We actively seek new ideas, perspectives, and approaches to drive innovation and deliver the best possible experience for our customers. All applicants are welcome, and we encourage individuals from underrepresented groups to apply.

Next Steps

Ready to make a tangible difference in the world of product data and e‑commerce? Click the button below to apply and join a team that values your expertise, supports your growth, and celebrates your successes.