Senior Customer Success Manager – Brighthush – Driving Adoption & Growth for Enterprise Clients

About Brighthush

Brighthush is a trailblazing technology partner that empowers brands to deliver unforgettable product experiences across every touchpoint. By turning complex product data into actionable insights, we help our customers streamline workflows, enrich content, and syndicate information to the channels that matter most. Whether you’re a global retailer, a fast‑moving consumer goods company, or a digital marketplace, Brighthush’s platform transforms the way you manage, share, and grow your product information.

Our mission is simple: make product information work smarter, not harder. We do this by combining a deep understanding of data architecture with a customer‑centric mindset, ensuring that every stakeholder—from marketers to merchandisers—can access the right information at the right time.

Why Brighthush?

• Innovation at Scale: We’re constantly evolving our platform to meet the demands of the digital commerce ecosystem.
• Impactful Work: Your contributions directly influence how thousands of customers deliver product data to millions of end‑users.
• Collaborative Culture: Cross‑functional teams, open communication, and a flat hierarchy mean your voice is heard.
• Growth Opportunities: From mentorship programs to leadership tracks, we invest in your professional development.

About the Role

As a Senior Customer Success Manager at Brighthush, you will be the trusted partner and go‑to expert for our enterprise customers. You will own the entire customer journey—from onboarding and adoption to renewal and expansion—ensuring that each client realizes maximum value from our platform. Your deep product knowledge, combined with exceptional relationship‑building skills, will help you turn customers into advocates and unlock new revenue opportunities.

Key Responsibilities

• Customer Relationship Ownership: Serve as the primary point of contact for a portfolio of high‑value accounts, building trust and acting as an internal advocate.
• Product Evangelism: Leverage your mastery of Brighthush’s features—data modeling, workflows, syndication, enrichment, imports/exports, permissions, dashboards—to guide customers toward self‑service excellence.
• Success Planning & Execution: Translate customer goals into actionable Success Plans with measurable milestones, and review progress during regular Business Reviews.
• Adoption & Usage Analytics: Monitor usage metrics, identify adoption gaps, and implement targeted interventions to drive platform engagement.
• Risk Mitigation & Expansion: Proactively spot churn risks, collaborate with Account Management on renewal strategies, and uncover upsell or cross‑sell opportunities.
• Voice of the Customer: Capture feedback, surface adoption blockers, and partner with Product and Support to influence roadmap and feature enhancements.
• Industry Thought Leadership: Stay current on product information management trends, share best practices, and conduct workshops or webinars for customers.
• Escalation Management: Own the resolution of technical or operational escalations, coordinating with engineering, professional services, and support teams.

Essential Qualifications

• Platform Mastery: Proven ability to become a Super User/Administrator of Brighthush or a comparable PIM/DAM/MDM/PXM platform.
• Customer Success Experience: 5–8+ years in Customer Success, Solution Consulting, or SaaS support roles where deep product knowledge was critical.
• Adoption Mindset: Track record of driving product adoption, measuring success through usage KPIs, and translating data into value.
• Product Data Expertise: Strong grasp of product information concepts—data models, taxonomy, enrichment, syndication, workflows—or the aptitude to master them quickly.
• Communication & Influence: Excellent written and verbal English; ability to present, teach, and influence stakeholders at all levels.
• Organizational Skills: Ability to manage multiple accounts, maintain detail orientation, and take initiative in a fast‑paced environment.
• Education: Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Experience in the retail, consumer goods, or digital marketplace sectors.
• Knowledge of e‑commerce platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud).
• Familiarity with data governance and compliance standards.
• Previous leadership or mentorship experience within a Customer Success team.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Analytical & Data‑Driven Decision Making
• Problem‑Solving & Critical Thinking
• Collaboration & Cross‑Functional Alignment
• Adaptability & Resilience
• Time Management & Prioritization

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent. As a Senior Customer Success Manager, you will:

• Progress to a Customer Success Leadership role, overseeing a larger portfolio and shaping strategy.
• Participate in our internal “Innovation Lab,” where you can propose new features or process improvements.
• Access a curated learning path, including certifications in product information management, data analytics, and leadership development.
• Engage with industry conferences, webinars, and thought‑leadership forums to stay ahead of market trends.

Work Environment & Culture

Brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings and town halls.
• Dedicated Slack channels for cross‑functional collaboration.
• Quarterly team retreats and virtual social events.
• An open‑door policy that encourages feedback and innovation.

Compensation, Perks & Benefits

While specific figures vary by location and experience, Brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates.
• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option plans for eligible employees.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Flexible work hours and remote‑work options.
• Professional development budget and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.

Ready to Join Brighthush?

If you’re passionate about turning data into action, thrive in a fast‑moving environment, and want to help enterprise customers unlock the full potential of their product information, we’d love to hear from you. Even if you’re not 100% sure you meet every requirement, we encourage you to apply—we’re excited to explore how your unique experience can add value to our team.

Take the next step in your career and become a pivotal part of Brighthush’s mission to make product information work smarter for brands worldwide.