Senior Customer Success Manager – AI‑Powered Personalization & Enterprise SaaS Solutions Lead – Driving Global Client Growth, Innovation, and Retention at brighthush
About brighthush – Pioneering the Future of Digital Engagement
At brighthush, we’re redefining how brands connect with their audiences. Our AI‑driven recommendation engine transforms raw data into hyper‑personalized, session‑based experiences that turn fleeting clicks into lasting loyalty. With a global footprint that spans Silicon Valley, Toronto, and Paris, we partner with Fortune 500 retailers, media publishers, and fintech innovators to turn insight into action and data into revenue. If you thrive on solving complex problems, delighting customers, and driving measurable impact, brighthush is the place to accelerate your career.
Why brighthush is the Ideal Launchpad for Your Career
- Impact at Scale – Shape the success of global leaders and high‑growth startups alike.
- Innovation at the Core – Collaborate daily with AI researchers, data scientists, and product visionaries pushing the boundaries of personalization.
- Global Exposure – Serve clients across North America, Europe, and Asia, gaining cross‑cultural business acumen.
- Career Mobility – Clear pathways from Customer Success to Product Management, Sales Engineering, or senior leadership.
- Competitive Rewards – A comprehensive benefits package, equity, flexible work, and a culture that values work‑life balance.
Your Day‑to‑Day Mission – Key Responsibilities
As a Senior Customer Success Manager, you’ll be the trusted advisor for our enterprise clients, ensuring they unlock the full potential of brighthush’s AI engine. Your responsibilities will include:
- Building deep, trusted relationships with C‑suite executives and key stakeholders across client organizations.
- Leading end‑to‑end onboarding of new customers, coordinating with engineering, product, and data teams to ensure seamless integration and rapid time‑to‑value.
- Conducting regular business reviews to assess performance against agreed KPIs, uncover growth opportunities, and present data‑driven insights.
- Acting as the subject matter expert on brighthush’s platform, staying current on industry trends, and translating complex AI concepts into actionable recommendations.
- Collaborating cross‑functionally with Sales, Product, Engineering, and Marketing to align on customer needs, feature requests, and roadmap priorities.
- Managing a portfolio of accounts, balancing short‑term tactical projects with long‑term strategic initiatives that drive revenue growth and customer retention.
- Serving as the voice of the customer within brighthush, feeding back insights to product and engineering teams to shape future enhancements.
- Identifying upsell and expansion opportunities, crafting tailored proposals, and negotiating contracts to maximize account value.
- Maintaining accurate, up‑to‑date documentation of customer interactions, project status, and success metrics in our CRM and internal knowledge base.
Success Metrics – What Success Looks Like
We measure success by the tangible impact you create for our clients and for brighthush. Key performance indicators include:
- Customer retention rate above 95% for your portfolio.
- Net Promoter Score (NPS) improvement of at least 10 points within the first year.
- Revenue growth from upsell and expansion initiatives contributing 15%+ of total account value.
- Successful on‑boarding of new clients within 30 days of contract signing.
- Positive feedback from quarterly business reviews and client satisfaction surveys.
Essential Qualifications – What We Expect
- Minimum 5 years of enterprise SaaS customer success experience, preferably in AI or personalization. Proven track record of managing large, complex accounts and driving measurable business outcomes.
- Exceptional communication skills. Ability to articulate technical concepts to non‑technical audiences and influence at all organizational levels.
- Strong analytical mindset. Comfortable working with data dashboards, A/B test results, and performance metrics to uncover actionable insights.
- Deep understanding of the AI software landscape. Includes recommendation engines, NLP, and data privacy regulations.
- Experience collaborating with engineering and product teams. Skilled at translating customer needs into customer‑centric solutions.
- Fluency in English. Additional languages (French, Spanish, Mandarin) are a plus.
Preferred Qualifications – Bonus Points
- Experience working with international customers across multiple time zones.
- Background in data science or machine learning, with the ability to translate model outputs into business value.
- Prior exposure to high‑growth startups or venture‑backed companies.
- Leadership experience – mentoring junior team members or leading cross‑functional initiatives.
Skills & Competencies – What Makes You Thrive
- Strategic Thinking & Visionary Leadership – Ability to see the big picture and drive long‑term success.
- Customer‑Centric Mindset & Empathy – Deep understanding of client pain points and a passion for solving them.
- Project Management & Roadmap Execution – Proven ability to deliver on time and within scope.
- Data‑Driven Decision Making – Leverage metrics to inform strategy and measure impact.
- Negotiation & Upsell Expertise – Close deals that benefit both client and company.
- Cross‑Functional Collaboration – Work seamlessly with Sales, Product, Engineering, and Marketing.
- Adaptability & Resilience – Thrive in a fast‑paced, evolving environment.
Career Growth & Learning Opportunities – Your Path Forward
At brighthush, learning is a continuous journey. As a Senior Customer Success Manager, you’ll:
- Participate in quarterly “Innovation Labs” to experiment with new AI features and provide real‑world feedback.
- Access a curated library of courses covering AI fundamentals, data analytics, and leadership development.
- Earn certifications in customer success methodologies (CSM, SuccessHACKER) and AI product management.
- Take on mentorship roles, guiding junior success managers and contributing to team growth.
- Explore lateral moves into Product Management, Sales Engineering, or Customer Experience Design, supported by internal career pathways.
Work Environment & Culture – Where Curiosity Meets Collaboration
brighthush thrives on a culture of curiosity, collaboration, and authenticity. Our core values—Transparency, Innovation, Impact, and Inclusion—shape every interaction, from client meetings to internal brainstorming sessions.
- Hybrid work model with flexible hours and remote options.
- Monthly “Hack Days” where teams cross‑discipline to prototype new ideas.
- Regular town‑hall meetings with founders and senior leaders to share vision and progress.
- Inclusive hiring practices and a commitment to diversity at all levels.
- Community outreach programs, including AI ethics workshops and open‑source contributions.
Compensation & Benefits – We Value Your Contribution
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior customer success roles.
- Performance‑based bonuses tied to customer satisfaction, retention, and revenue growth.
- Equity options to share in the company’s long‑term success.
- Comprehensive health, dental, and vision coverage (75% employer‑paid).
- Life insurance and disability coverage.
- Employer‑matched 401(k) plan.
- Generous paid time off: 20 days PTO, 9 paid holidays, and company shutdown from December 24 to January 1.
- Professional development stipend and access to industry conferences.
- Wellness programs, including gym memberships and mental health resources.
How to Apply – Join the brighthush Revolution
Ready to make a tangible impact on the future of personalization? Submit your resume and a cover letter that highlights your experience driving customer success in the AI or SaaS space. Tell us why you’re excited to join brighthush and how you envision helping our clients unlock new levels of engagement.
We look forward to discovering how your expertise and passion align with our mission to create brighter, more personalized digital experiences for the world.