Senior Customer Success Manager – Enterprise Client Champion & Strategic Growth Lead at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers brands to thrive in the ever‑evolving world of commerce. With a global footprint and a culture rooted in innovation, collaboration, and customer obsession, we are redefining how businesses connect with consumers across digital and physical channels. Our mission is simple: deliver measurable growth for our clients by combining cutting‑edge data science, AI‑driven insights, and a relentless focus on user experience.

As a member of the brighthush family, you’ll join a diverse, inclusive community that values curiosity, resilience, and the courage to challenge the status quo. We invest heavily in our people, offering continuous learning, mentorship, and a flexible work environment that supports both professional and personal growth.

Role Overview

We’re looking for a seasoned Senior Customer Success Manager to become the trusted advisor for our enterprise portfolio. In this role, you will own the end‑to‑end customer journey, ensuring that each client not only achieves but exceeds their business objectives. You’ll collaborate closely with cross‑functional teams—Product, Engineering, Sales, and Training—to translate client feedback into actionable improvements, while driving adoption of new features and expanding revenue opportunities.

As a key member of the Customer Success organization, you will shape the future of our CS processes, mentor junior teammates, and influence the strategic direction of our enterprise services. If you thrive in a fast‑paced, ambiguous environment and love turning complex challenges into simple, scalable solutions, brighthush is the place for you.

Key Responsibilities

• Client Advocacy & Success: Serve as the primary point of contact for enterprise accounts, building deep relationships with C‑suite executives, marketing leaders, and operational teams. Champion their success by understanding their goals, measuring outcomes, and proactively identifying risks.
• Strategic Account Planning: Develop and execute comprehensive account plans that align with each client’s growth roadmap. Identify upsell and cross‑sell opportunities, and collaborate with Sales to close expansion deals.
• Technical Enablement: Provide high‑quality technical support and training on the brighthush platform. Act as the go‑to resource for platform best practices, data integration, and retail media strategy.
• Issue Escalation & Resolution: Own the escalation process for critical client issues. Resolve problems independently using judgment and precedent, escalating only when necessary to protect business interests.
• Process & Workflow Improvement: Continuously assess and refine CS workflows. Collaborate with Product and Engineering to streamline onboarding, reporting, and support processes.
• Product Feedback Loop: Capture client insights and feature requests. Partner with R&D to prioritize enhancements that deliver maximum value.
• Content Development: Work with the Training & Education team to create onboarding materials, webinars, and knowledge base articles that accelerate client adoption.
• Reporting & Analytics: Build and maintain dashboards that track key success metrics (NPS, churn, adoption rates). Use data to inform strategy and demonstrate ROI to stakeholders.

Essential Qualifications

• Minimum 5 years of experience in customer success, account management, or consulting within the digital advertising or e‑commerce space.
• Deep familiarity with retail media platforms, including Amazon DSP, Amazon Marketing Cloud, Walmart, Instacart, and similar ecosystems.
• Proven track record of managing large, complex enterprise accounts and driving measurable growth.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Comfortable working in a fast‑paced, ambiguous environment; adept at prioritizing and executing under tight deadlines.
• Proficiency in Excel and data visualization tools (Tableau, Power BI, or similar).
• Experience with SaaS platforms and subscription‑based business models.

Preferred Qualifications

• Hands‑on experience with at least one of the following platforms: Amazon, Walmart, Instacart, or a comparable retail media solution.
• Background in social commerce (TikTok, Instagram Shopping, etc.) or emerging digital channels.
• Pre‑sales or consulting experience that demonstrates a consultative approach to client engagement.
• Knowledge of customer success frameworks such as CSAT, NPS, and churn reduction strategies.
• Experience leading cross‑functional initiatives or managing a small team.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Relationship Building: Talent for building trust and rapport with diverse stakeholders.
• Problem Solving: Creative, data‑driven approach to troubleshooting and process improvement.
• Influence & Negotiation: Persuasive communication that drives consensus and alignment.
• Adaptability: Thrives in a startup‑like culture, embraces change, and learns quickly.
• Project Management: Skilled at coordinating multiple initiatives with competing priorities.
• Customer‑Centric Mindset: Passion for delivering exceptional service and measurable value.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As a Senior Customer Success Manager, you’ll:

• Lead high‑visibility projects that shape the future of our enterprise services.
• Mentor and coach junior CS teammates, building a high‑performing team.
• Gain exposure to product strategy, engineering roadmaps, and executive leadership.
• Access to a robust learning ecosystem—online courses, industry conferences, and internal knowledge sharing.
• Opportunity to transition into specialized roles such as Customer Success Director, Product Manager, or Enterprise Solutions Lead.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and continuous improvement. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere while staying connected through virtual collaboration tools.
• Inclusive Community: A diverse workforce that celebrates different perspectives and experiences.
• Innovation Hub: Regular hackathons, idea‑sharing sessions, and cross‑functional workshops.
• Wellness & Balance: Company‑subsidized memberships to Wellhub and Peloton, mental health resources, and generous PTO.
• Social Impact: Paid volunteer days and partnerships with local nonprofits.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base salary range: $90,000 – $110,000 (commensurate with experience).
• Annual performance bonus tied to individual and company metrics.
• 401(k) with employer match.
• Health, dental, vision, FSA, HSA, and life insurance.
• Pet insurance and fertility support through Carrot.
• Flexible Paid Time Off, paid holidays, floating holidays.
• Paid parental leave and volunteer PTO.
• Wellness stipend for Wellhub and Peloton memberships.

How to Apply

Ready to take the next step in your career? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re excited to learn how your experience and passion align with our mission to empower brands worldwide.

Apply to brighthush Today

Join brighthush – Where Innovation Meets Impact

At brighthush, we’re not just building careers; we’re shaping the future of commerce. If you’re driven by data, obsessed with customer success, and eager to make a tangible difference, we want to hear from you. Apply now and become a catalyst for growth, both for our clients and for your own professional journey.