Senior Customer Success Manager – AI‑Driven Personalization & Growth Partner at brighthush

About brighthush

brighthush is redefining the future of commerce by building the world’s most advanced agentic platform for personalization. Our mission is simple yet ambitious: empower every brand to connect with its customers in a deeply personalized, intuitive, and profitable way. By harnessing the power of a single AI engine – Loomi – we make autonomous search, conversational shopping, and autonomous marketing the new standard for businesses across retail, financial services, hospitality, gaming, and more.

With a portfolio that includes over 1,400 global brands, brighthush is the trusted partner for companies that demand measurable growth and lasting loyalty. From American Eagle to Pandora, our customers rely on us to turn data into insight, insight into action, and action into revenue.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values freedom, responsibility, and results. We operate with a flat hierarchy, minimal bureaucracy, and a focus on outcomes from day one. Our remote‑first approach, combined with hubs across three continents, gives you the flexibility to work where you thrive while staying connected to a global community.

We invest heavily in your professional growth, well‑being, and career trajectory. From a dedicated People Development Program to a $1,500 annual education budget, we ensure you have the tools to learn, lead, and innovate. Our employee‑centric perks include unlimited paid volunteer days, a comprehensive Employee Assistance Program, a subscription to Calm, and a “DisConnect” day each quarter to recharge.

About the Role

We are expanding our Customer Success team and are looking for a technically confident Customer Success Manager to partner with our Growth customers across the UK. In this role, you will help brands unlock the full potential of Loomi and the broader brighthush product suite, turning their strategic goals into measurable, data‑driven results.

As a CSM at brighthush, you will own a named book of customers, act as their primary point of contact, and serve as a trusted advisor, industry expert, and source of actionable ideas. You will work remotely from the UK or from our London office, collaborating with cross‑functional teams to ensure seamless adoption, technical health, and continuous value delivery.

Core Responsibilities

• Data Flow Mastery – Understand how customer events, profiles, and product catalogue data reach brighthush through web/mobile SDKs, APIs, imports, data warehouse connectors, and our Data Hub. Use this knowledge to audit setups, identify gaps, and recommend best practices.
• Usage & Entitlement Analysis – Interpret health, adoption, and consumption metrics (unique visitors, profiles, events, email/SMS volumes) against contracted entitlements. Translate usage trends into actionable insights for customers.
• Problem Triage & Escalation – Diagnose issues across data, configuration, or integration layers. Gather evidence, document findings, and route tickets to Support, consultancy, or partners with clear, reproducible scopes.
• Data Storytelling – Build and interpret reports on campaign revenue, conversion, average order value, and customer lifetime value. Resolve attribution discrepancies and articulate the story behind the numbers.
• Solution Briefing – Know the full breadth of brighthush capabilities across segmentation, scenarios, channels, personalization, recommendations, and search. Craft realistic use‑case briefs for Technical or Business Consultants.
• AI as a Tool – Leverage Loomi and other AI tools to analyze, research, and draft content. Validate outputs and help customers embed AI‑driven capabilities into their programs.
• Knowledge Sharing – Stay ahead of industry trends, AI releases, and use‑case innovations. Share insights with customers and colleagues to foster continuous learning.

What You’ll Do

• Own a Named Book of Growth Customers – Serve as the primary CSM, ensuring adoption, satisfaction, and technical health.
• Map brighthush to Customer Worlds – Translate customer goals, pain points, data, and tech stacks into clear success plans that align with Loomi capabilities.
• Ideas Factory – Provide best‑practice recommendations, use‑case inspiration, and a clear brief for implementation teams.
• Engagement at Scale – Host 1:many programs such as masterclasses, mini‑summits, webinars, and workshops, alongside one‑on‑one consulting sessions.
• Signal Monitoring – Track health, adoption, usage, and data‑quality signals; flag risks and growth opportunities early.
• Partner with Account Management – Collaborate with Account Managers and Renewal Specialists to align adoption, outcomes, and commercial growth.
• Champion the Customer – Capture feedback for Product teams, identify advocates, and contribute to success stories and playbooks.

Success Metrics

• Customer data and tracking are set up to support desired use cases, with gaps identified and resolved promptly.
• Technical issues are triaged quickly and resolved by the appropriate team on the first attempt.
• Customers understand how brighthush supports their goals and see progress backed by trusted metrics.
• Platform adoption is healthy and growing, including new and AI‑driven capabilities.
• Customers engage with and value programs, events, and resources.
• Risk and growth signals reach the right stakeholders early, ensuring high retention and satisfaction.

What You Bring

Technical Foundations

• 2+ years in a customer‑facing role in B2B SaaS, e‑commerce, marketing technology, or digital marketing.
• Hands‑on experience with at least one marketing automation, ESP, or CDP platform (e.g., Klaviyo, Braze, Salesforce Marketing Cloud, Iterable, HubSpot, Marketo, Emarsys).
• Understanding of commerce data (catalogue, cart, purchase) from platforms such as Shopify, BigCommerce, or Salesforce Commerce Cloud.
• Working knowledge of web tracking and data integration, including APIs, data feeds, and consent management.
• Comfortable with SQL or advanced spreadsheet skills; familiarity with analytics/BI tools (GA4, Looker, Tableau, Power BI, Amplitude, Mixpanel).
• Solid grasp of marketing attribution (last‑touch vs. multi‑touch, lookback windows) and segmentation (RFM, cohort, lifecycle).
• Structured problem‑solving mindset: investigate discrepancies rather than dismiss them.

Customer & Consulting Skills

• Strong interpersonal and relationship‑building skills; build trust quickly and maintain relationships remotely.
• Rapidly understand a customer’s business model, priorities, and KPIs; map solutions to their challenges.
• Confident presentation and facilitation skills; explain technical concepts to non‑technical audiences.
• Excellent organization and prioritization; focus on high‑impact activities across a varied book.
• Judgment on when to involve specialists; collaborate seamlessly with Account Management, consultancy, partners, Support, and Product.

Nice to Have

• Knowledge of templating languages (Jinja, Liquid, AMPscript, Handlebars); basic HTML/CSS for email and web.
• Experience with a customer success platform such as Gainsight.
• Experience supporting platform implementation or migration.

Culture & Values at brighthush

• Freedom and trust: no rigid clock‑in/out, minimal approval processes, and a focus on results from day one.
• Our 5 core values and 10 key behaviors are embedded in recruitment, onboarding, feedback, development, performance reviews, and internal communication.
• Flexible working hours to match your style.
• Virtual‑first with hubs across three continents.
• Company events that celebrate our global spirit and future vision.
• Paid volunteer days: every brighthusher can take 5 days off to give back.
• High employee satisfaction: 4.7/5 rating on Glassdoor and 4.9/5 culture score on Comparably.

Personal Development Opportunities

• People Development Program: workshops on various topics led by internal experts.
• Communication coaching from our resident coach, Ivo Večeřa.
• Leader Development Program for managers, including feedback, coaching, and check‑ins.
• Annual $1,500 professional education budget for books, courses, and certifications.

Well‑Being & Benefits

• Employee Assistance Program with counselors for non‑work challenges.
• Subscription to Calm for sleep and meditation.
• “DisConnect” days: an extra day off each quarter to unwind.
• Sports, yoga, and meditation opportunities.
• Extended parental leave up to 26 weeks for primary caregivers.

Compensation & Perks

• Restricted Stock Units or Stock Options, depending on role, seniority, and location.
• Company performance bonus for all employees.
• Employee referral bonus up to $3,000.
• Celebration of work anniversaries – “brighthushversaries.”

All benefits are subject to employment type; interns are exempt from certain benefits for the first six months.

Ready to Shape the Future of Commerce?

If you’re passionate about AI, personalization, and delivering measurable impact for high‑growth brands, we want to hear from you. Join brighthush and help transform the way businesses connect with their customers.

Apply now and become part of a team that’s redefining the future of commerce experiences.

Any unsolicited resumes or candidate profiles submitted through our website or to personal email accounts of brighthush employees are considered property of brighthush and are not subject to agency fees.

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