Senior Customer Success Manager – Digital Shelf & eCommerce Analytics Expert at brighthush

About brighthush

brighthush is the world’s leading consumer intelligence powerhouse, redefining how brands, retailers, and innovators understand and influence buying behavior. With a legacy spanning over a century, we have consistently delivered the most comprehensive, data‑driven insights that unlock growth opportunities across the global marketplace. Our cutting‑edge digital shelf platform empowers clients to navigate the ever‑evolving eCommerce landscape, turning raw data into actionable strategy. At brighthush, we blend advanced analytics, proprietary technology, and deep industry expertise to give our partners a competitive edge that is both measurable and sustainable.

Why Join brighthush?

When you become part of brighthush, you’re not just taking a job—you’re stepping into a culture that celebrates curiosity, collaboration, and continuous learning. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant, global team. We champion diversity, equity, and inclusion, ensuring every voice is heard and every perspective is valued. With a focus on professional growth, we provide access to industry‑leading training, mentorship programs, and a clear career ladder that rewards innovation and impact.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the linchpin between our clients and our digital shelf platform. You will own a portfolio of high‑profile CPG brands, guiding them through the full customer journey—from onboarding and adoption to optimization and expansion. Your deep expertise in eCommerce data and platform functionality will translate into measurable value for our clients, driving satisfaction, retention, and revenue growth.

Key Responsibilities

• Client Relationship Management: Serve as the primary point of contact for assigned customers, building trust and credibility through proactive communication and strategic guidance.
• Onboarding & Adoption: Lead seamless onboarding experiences, ensuring clients quickly realize the platform’s value and achieve early wins.
• Strategic Advisory: Act as a trusted advisor by sharing industry insights, best practices, and data‑driven recommendations that align with each client’s business objectives.
• Issue Resolution & Escalation: Coordinate with cross‑functional teams—product, engineering, data science—to resolve complex technical or analytical challenges in a timely manner.
• Value Realization & Expansion: Identify upsell and cross‑sell opportunities by demonstrating ROI, creating tailored use‑case roadmaps, and presenting expansion proposals.
• Data & Insight Delivery: Translate raw eCommerce data into actionable insights, ensuring Strategy & Insights reports are contextually relevant and strategically impactful.
• Continuous Improvement: Stay abreast of industry trends, emerging technologies, and competitive dynamics to refine engagement strategies and enhance client success.
• Collaboration & Influence: Work closely with Sales, Product, and Marketing to shape product roadmap, feature prioritization, and go‑to‑market messaging based on client feedback.
• Performance Metrics: Track and report on key success metrics—NPS, churn, adoption rates, and revenue growth—using dashboards and regular business reviews.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in digital shelf analytics.

Essential Qualifications

• 3–5 years of proven experience in customer success, account management, or customer marketing within the CPG, retail, or eCommerce sectors.
• Demonstrated success in managing a portfolio of enterprise‑level clients, with a track record of driving adoption and revenue expansion.
• Strong understanding of digital shelf analytics, eCommerce data, and how these insights translate into business outcomes.
• Proficiency with Excel, PowerPoint, Thinkcell, and AI‑enhanced analytics tools.
• Excellent written and verbal communication skills, capable of translating complex data into clear, actionable narratives.
• Self‑driven, proactive mindset with the ability to manage multiple priorities and work cross‑functionally.
• Strategic thinker with a customer‑first mentality, adept at anticipating needs and delivering solutions.

Preferred Qualifications

• Experience with SaaS platforms and subscription‑based business models.
• Background in data science or analytics, with the ability to conduct advanced data analysis and visualization.
• Knowledge of AI and machine learning applications in consumer insights.
• Previous exposure to the U.S. retail and CPG market dynamics.
• Experience leading cross‑functional initiatives and driving product improvements based on customer feedback.

Skills & Competencies

• Customer Advocacy: Passion for championing client success and building long‑term partnerships.
• Analytical Acumen: Ability to dissect complex data sets and derive actionable insights.
• Project Management: Skilled at orchestrating projects, setting timelines, and ensuring deliverables meet quality standards.
• Influence & Negotiation: Comfortable negotiating renewal terms, upsell opportunities, and cross‑departmental resources.
• Adaptability: Thrives in a fast‑paced, evolving environment, quickly learning new tools and processes.
• Collaboration: Works seamlessly with internal teams—Product, Engineering, Marketing, and Sales—to align on client outcomes.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Senior Customer Success Manager, you will:

• Progress to a Director of Customer Success role, overseeing a larger portfolio and shaping the overall customer experience strategy.
• Lead cross‑functional initiatives that influence product roadmap and go‑to‑market strategy.
• Participate in leadership training programs, mentorship circles, and industry conferences.
• Access to LinkedIn Learning, internal knowledge bases, and a generous tuition reimbursement program.
• Engage in quarterly innovation labs where you can propose new features or services based on client insights.

Work Environment & Culture

brighthush’s remote‑first model empowers you to work from anywhere in the United States while staying connected to a global, high‑performing team. Our culture is defined by:

• Flexibility: Flexible working hours and a results‑oriented approach that values output over location.
• Collaboration: Regular virtual town halls, cross‑team hackathons, and collaborative tools that keep everyone aligned.
• Diversity & Inclusion: A commitment to creating an inclusive environment where diverse perspectives drive innovation.
• Well‑being: Comprehensive health plans, mental health resources, and volunteer time off to support personal growth.
• Recognition: Peer recognition programs, performance bonuses, and a culture that celebrates wins at all levels.

Compensation & Benefits

We offer a competitive base salary ranging from $69,000 to $89,000, with potential for performance‑based bonuses and sales incentives. In addition, you will receive:

• Comprehensive health insurance (medical, Rx, dental, vision) with company contributions.
• Flexible Spending Accounts and Health Savings Accounts.
• Life and AD&D insurance.
• 401(k) retirement plan with company matching.
• Disability insurance.
• Tuition reimbursement for approved courses and certifications.
• Discretionary paid time off and 11 paid holidays.
• Volunteer time off and employee assistance programs.
• Access to LinkedIn Learning and other professional development resources.

How to Apply

Ready to elevate your career and make a tangible impact on the future of consumer intelligence? Click the link below to submit your application and join the brighthush team.

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Closing Statement

At brighthush, we are on a mission to illuminate the path to growth for brands and retailers worldwide. If you are a strategic thinker, data‑driven problem solver, and passionate advocate for customer success, we want to hear from you. Join us, and together we will shape the future of digital shelf analytics, one insight at a time.