Senior Customer Success Manager – Enterprise Client Relations & Growth Strategist at brighthush

About brighthush

brighthush is the world’s most advanced Commerce Media Operating System, empowering over $12 billion in advertising spend across more than 100 global retail media networks. From the flagship platforms of the industry to emerging marketplaces, brighthush delivers a unified, AI‑driven command center that lets brands and agencies unlock performance, drive incremental lift, and expand reach across the entire commerce ecosystem.

With a portfolio that spans the full spectrum of retail media—from the largest e‑commerce marketplaces to niche verticals—brighthush is the go‑to platform for over 70,000 brands and agencies worldwide. Our mission is simple: give every advertiser the tools to win in a data‑rich, real‑time world.

At brighthush, we believe that great careers are built, not found. We empower our people to become industry leaders, push the boundaries of innovation, and thrive in an inclusive, global community that is redefining the future of commerce.

About the Role

As a Senior Customer Success Manager at brighthush, you will be the trusted partner for our most strategic enterprise clients. You’ll own the end‑to‑end client journey—from onboarding and adoption to expansion and renewal—while collaborating closely with cross‑functional teams such as Product, Engineering, Training, and Account Management.

In this role, you will:

• Serve as the primary point of contact for enterprise customers, ensuring they receive world‑class support and guidance.
• Drive account growth by identifying new product opportunities, market expansions, and upsell/cross‑sell initiatives.
• Own the strategic account plan, setting clear objectives, success metrics, and timelines.
• Act as the escalation champion, resolving complex issues with speed and professionalism.
• Become the subject‑matter expert on the brighthush platform and the broader retail media landscape.
• Partner with the Training & Education team to develop onboarding and enablement content.
• Continuously improve processes and workflows, collaborating with the broader Customer Success organization.
• Educate users on new SaaS features, ensuring they derive maximum value.
• Document technical issues, create reproducible error reports, and liaise with Engineering for resolution.
• Share client insights with the R&D team to shape future product enhancements.

Key Responsibilities

• Client Advocacy & Success: Build deep, trust‑based relationships with key stakeholders, ensuring their goals are met and exceeded.
• Strategic Account Planning: Develop and execute comprehensive account plans that align with client objectives and brighthush’s growth strategy.
• Issue Resolution & Escalation Management: Resolve technical and operational challenges swiftly, escalating only when necessary.
• Product Expertise: Master the brighthush platform, staying current on new releases, integrations, and industry trends.
• Enablement & Training: Collaborate with the Training & Education team to create engaging onboarding and ongoing education materials.
• Process Improvement: Identify bottlenecks, propose solutions, and implement best practices to enhance the customer experience.
• Feedback Loop: Capture client feedback, translate it into actionable insights, and advocate for product improvements.
• Reporting & Analytics: Generate detailed performance reports, highlight key metrics, and present findings to both clients and internal stakeholders.

Essential Qualifications

• 5+ years of experience in digital or search advertising, with a deep understanding of the retail media ecosystem.
• 2+ years managing enterprise accounts on platforms such as brighthush, Amazon, Walmart, Instacart, Criteo, or CitrusAd (experience with brighthush is strongly preferred).
• Familiarity with brighthush DSP, brighthush Marketing Cloud, and other retail media display offerings.
• Experience with social commerce platforms (e.g., brighthush) is a plus.
• Background in Customer Success, consulting, or pre‑sales roles.
• Exceptional interpersonal skills, with a customer‑centric mindset.
• Thrives in a fast‑paced, ambiguous environment, adapting quickly to change.
• Ability to balance tactical execution with strategic thinking.
• Strong analytical capabilities and moderate Excel proficiency.

Preferred Qualifications

• Hands‑on experience with Amazon DSP, Amazon Marketing Cloud, or similar display advertising platforms.
• Proven track record of driving account expansion and revenue growth.
• Experience leading cross‑functional initiatives and influencing product roadmaps.
• Knowledge of AI‑driven advertising solutions and real‑time data analytics.

Skills & Competencies

• Client‑First Mindset: Passion for delivering exceptional customer experiences.
• Strategic Vision: Ability to translate client goals into actionable plans.
• Communication: Clear, concise, and persuasive communication across all levels.
• Problem Solving: Analytical thinker who can troubleshoot complex issues.
• Collaboration: Works effectively with Product, Engineering, Sales, and Training teams.
• Adaptability: Comfortable navigating change and ambiguity.
• Data‑Driven Decision Making: Uses metrics to inform strategy and measure success.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Structured mentorship programs with senior leaders.
• Regular training on the latest industry trends, AI technologies, and platform updates.
• Opportunities to lead cross‑functional projects and influence product direction.
• Clear career pathways from Customer Success Manager to Director of Customer Success, and beyond.
• Participation in industry conferences, webinars, and thought‑leadership events.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and all‑hands meetings.
• Open‑door leadership policy and transparent communication.
• Inclusive hiring practices and a commitment to diversity.
• Team‑building activities, both virtual and in‑person.
• Access to wellness resources, including company‑subsidized memberships to Wellhub and Peloton.

Compensation & Benefits

• Competitive base salary range: $90,000 – $110,000, commensurate with experience.
• Annual performance bonus potential, tied to individual and company metrics.
• Comprehensive benefits package: medical, dental, vision, FSA, HSA, life insurance, and pet insurance.
• 401(k) with employer match.
• Flexible Paid Time Off (PTO) and floating holidays.
• Paid parental leave and family‑building support through Carrot.
• Volunteer PTO: up to 2 days of paid time off to support a 501(c)(3) organization.
• Company‑subsidized memberships to Wellhub and Peloton.
• Access to fertility and family‑building resources.

Diversity & Inclusion

brighthush is committed to building a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, or disability.

Ready to Join brighthush?

If you are a proactive, client‑focused professional who thrives in a dynamic, data‑driven environment, we want to hear from you. Apply today and become a key driver of success for our enterprise clients while advancing your career in a company that is reshaping the future of commerce.