Senior Customer Success Manager – CPG & Retail SaaS Solutions, Championing High‑Performance Teams & Customer Growth at brighthush
About brighthush
brighthush is a pioneering technology company at the intersection of data science, artificial intelligence, and consumer packaged goods (CPG). We empower brands to navigate an increasingly complex marketplace by turning raw data into actionable insights that drive shelf success, consumer engagement, and revenue growth. Our SaaS platform is the backbone of modern CPG operations, enabling brands to optimize trade promotions, refine merchandising strategies, and accelerate time‑to‑market—all while maintaining a laser focus on customer experience.
Why This Role Matters
In the fast‑moving world of CPG and retail, the customer’s success is the engine of our own growth. As the Senior Customer Success Manager, you will be the strategic partner that translates our technology into tangible business outcomes for our clients. Your leadership will shape the future of our Customer Success organization, ensuring that every brand we serve receives world‑class support, actionable insights, and measurable impact. You will directly influence customer satisfaction, retention, and expansion—key drivers of brighthush’s trajectory.
Key Responsibilities
- Build and Lead a High‑Performing Team – Recruit, mentor, and develop a squad of Customer Success Managers and Managers. Foster a culture of continuous learning, accountability, and collaboration that aligns with brighthush’s “Serve Generously” value.
- Strategic Customer Lifecycle Management – Oversee the entire customer journey from onboarding through adoption, expansion, and renewal. Guide your team in translating data insights into actionable strategies that drive revenue and brand performance.
- Process Standardization and Playbook Development – Partner with the Director of Customer Success and cross‑functional leaders to create scalable processes, playbooks, and best practices that can be replicated across the organization.
- Senior‑Level Client Engagement – Serve as the primary point of contact for complex, multi‑stakeholder accounts. Drive engagement, satisfaction, and expansion while ensuring a seamless experience across all touchpoints.
- Cross‑Functional Collaboration – Work closely with Sales, Product, Marketing, Enablement, and Pre‑Sales teams to align customer strategies, share feedback, and influence product roadmap decisions.
- Data‑Driven Insight Delivery – Lead your team in analyzing test results, synthesizing insights, and presenting executive‑level narratives that inform customer strategy and operational decisions.
- Performance Metrics & Continuous Improvement – Own key metrics such as Net Revenue Retention (NRR), Customer Satisfaction (CSAT), Time‑to‑Value, and Customer Health Scores. Use data to identify trends, uncover opportunities, and drive process enhancements.
- Travel & On‑Site Engagement – Travel up to 40% to meet clients, attend industry events, and collaborate with on‑site teams.
Essential Qualifications
- 12+ years of experience in B2B SaaS, with at least 5 years in a senior leadership role.
- Proven track record of building, scaling, and managing high‑performing Customer Success teams in fast‑paced, technology‑driven environments.
- Deep expertise in the CPG and/or Retail verticals, including trade promotion, consumer insights, and merchandising dynamics.
- Experience managing complex, multi‑stakeholder customer relationships with consistently high satisfaction and renewal rates.
- Strong analytical background: ability to translate complex data into compelling presentations and executive‑level narratives.
- Excellent communication and presentation skills, with a history of engaging senior executives and multi‑stakeholder audiences.
- Demonstrated ability to motivate clients and internal teams through process or organizational change.
- Willingness to travel up to 40%.
Preferred Qualifications (Optional Garnishes)
- Experience with CPG SaaS solutions, particularly in consumer insights, promotional strategy, or retail execution technologies.
- Proven ability to adapt to and drive innovation in rapidly evolving technological landscapes.
- Proficiency with data visualization tools (e.g., Tableau, Power BI) and CRM systems (e.g., Salesforce).
- Experience analyzing and improving CS performance metrics such as NRR, retention rates, and time‑to‑value.
- Experience managing remote or distributed teams.
Skills & Competencies
- Strategic Thinking & Execution
- Leadership & Team Development
- Customer‑Centric Mindset
- Data Analysis & Storytelling
- Stakeholder Management
- Change Management
- Collaboration & Influence
- Results Orientation
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Senior Manager, you will:
- Lead initiatives that shape the future of Customer Success across the organization.
- Gain exposure to senior leadership and cross‑functional teams, accelerating your strategic influence.
- Participate in leadership development programs, mentorship, and industry conferences.
- Own projects that directly impact revenue, customer satisfaction, and product innovation.
- Advance to Director or VP roles within Customer Success, Product, or Enterprise Solutions.
Work Environment & Culture
brighthush is a Flex First company. We trust our employees to choose the work environment that best fuels their productivity—whether that’s from home, an office, or a coffee shop. We also prioritize community through regular in‑person events, hackathons, and volunteer opportunities. Our culture is built on:
- Innovation – Constantly iterating on products, processes, and customer strategies.
- Collaboration – Breaking down silos to deliver holistic solutions.
- Transparency – Open communication and data‑driven decision making.
- Growth – Investing in learning, skill development, and career progression.
- Diversity & Inclusion – Celebrating diverse perspectives and fostering an inclusive workplace.
Compensation & Benefits
brighthush offers a highly competitive total rewards package that reflects the value you bring to our organization. While specific figures vary by location, the base salary range for this role is:
- WA: $170,000—$179,500 USD
- OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $163,000—$172,000 USD
- All other states: $148,000—$156,000 USD
- CA, NY, CT, NJ: $177,000—$187,000 USD
In addition to base pay, you will be eligible for a variable incentive plan tied to individual performance, as well as equity grants and annual refreshes. Our benefits package includes:
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Unlimited paid time off and flexible work arrangements
- Professional development stipend and tuition reimbursement
- Wellness programs, mental health resources, and employee assistance programs
- Team building events, hackathons, and community service days
How to Apply
If you are ready to lead a high‑impact Customer Success team, drive measurable business outcomes, and shape the future of the CPG and retail SaaS space, we want to hear from you. Join brighthush and help us transform the way brands connect with consumers.