Senior Customer Success Manager – Enterprise SaaS & Product Information Management (PIM) – Driving Adoption, Growth, and Customer Advocacy at brighthush

About brighthush

brighthush is a global trailblazer in Product Information Management (PIM), empowering brands to deliver unforgettable product experiences across every touchpoint. By turning complex product data into actionable insights, we help our customers create richer, more accurate product catalogs that delight shoppers and drive sales. Our mission is simple: make product information work smarter, not harder.

Why Join brighthush?

At brighthush, we’re building a future where product data is the single source of truth for every brand. As a Senior Customer Success Manager, you’ll be at the heart of that transformation, partnering with high‑impact customers to unlock the full value of our platform. You’ll enjoy:

• Impactful work – Your guidance will shape how leading brands manage millions of product records.
• Continuous learning – Dive deep into PIM, DAM, MDM, and PXM concepts, and become a subject‑matter expert.
• Collaborative culture – Work with cross‑functional teams (Account Management, Product, Professional Services) in a fast‑paced, data‑driven environment.
• Career growth – Accelerate your career with mentorship, leadership opportunities, and a clear path to senior roles.
• Remote flexibility – Based in the United States, you can work from anywhere while staying connected to a vibrant global community.

Role Overview

As the primary point of contact for our larger, high‑value customers, you will be the trusted advisor who ensures they derive maximum ROI from the brighthush platform. Your deep product knowledge, combined with a passion for customer success, will enable you to drive adoption, mitigate risk, and identify expansion opportunities.

Key Responsibilities

• Customer Relationship Ownership – Serve as the go‑to expert for a portfolio of enterprise accounts, building long‑term, trusted partnerships.
• Platform Evangelism – Act as a hands‑on brighthush Super User, guiding customers through advanced features such as data modeling, workflow automation, syndication, enrichment, and analytics.
• Success Planning & Execution – Translate customer goals into measurable Success Plans, set milestones, and conduct regular Business Reviews to track progress.
• Risk Management & Expansion – Proactively identify churn signals, recommend retention strategies, and collaborate with Account Management to uncover upsell and cross‑sell opportunities.
• Voice of the Customer – Capture adoption blockers and product feedback, and champion these insights with Product and Support teams to drive continuous improvement.
• Thought Leadership – Stay ahead of industry trends, host best‑practice workshops, and share knowledge through internal and external channels.
• Escalation Management – Monitor technical issues, coordinate with engineering and support, and ensure timely resolution for critical incidents.

Essential Qualifications

• Platform Mastery – Proven ability to become a Super User/Administrator of a complex SaaS platform (PIM, DAM, MDM, PXM, or comparable). If you’ve already mastered a similar system, that’s a huge plus.
• Customer Success Experience – 5–8+ years in Customer Success, Solution Consulting, or a SaaS support role where deep product knowledge was central.
• Adoption Mindset – Demonstrated success in driving product adoption, measuring usage, and translating metrics into tangible business value.
• Product Data Expertise – Strong grasp of product information concepts: data models, taxonomy, enrichment, syndication, and workflow automation.
• Communication & Influence – Excellent written and verbal communication skills in English; ability to present, teach, and influence stakeholders at all levels.
• Organizational Skills – Ability to manage multiple accounts, track details, follow up reliably, and take initiative in a fast‑paced environment.
• Education – Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Experience in the retail, e‑commerce, or brand‑centric industries.
• Familiarity with data governance, compliance, and security best practices.
• Previous involvement in product roadmap discussions or beta testing.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and SQL.
• Fluency in additional languages beyond English.

Skills & Competencies

• Strategic thinking and analytical problem solving.
• Customer‑centric mindset with a passion for delivering delight.
• Adaptability and resilience in a rapidly evolving tech landscape.
• Team collaboration and cross‑functional coordination.
• Proficiency with CRM (e.g., Salesforce), CS tools (e.g., Gainsight), and knowledge‑base platforms.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Senior Customer Success Manager, you’ll:

• Lead high‑impact projects that shape our product roadmap.
• Mentor junior CS team members and share best practices.
• Participate in leadership development programs and industry conferences.
• Explore lateral moves into Product Management, Sales Enablement, or Professional Services.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer outcomes. You’ll find:

• Weekly all‑hands meetings to celebrate wins and align on strategy.
• Open communication channels across all levels.
• A flexible remote work model with optional on‑site retreats.
• Access to cutting‑edge learning resources, including internal knowledge bases and external training.
• A diverse, inclusive team that values different perspectives.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior CS roles.
• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option opportunities to share in our growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning.
• Generous paid time off, flexible sick leave, and parental leave.
• Professional development budget and conference reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.

Ready to Make an Impact?

If you’re a curious, customer‑first professional who thrives on solving complex problems and driving measurable results, we want to hear from you. Even if you’re not 100% sure you meet every single requirement, we encourage you to apply – we’re excited to explore how your unique experience can contribute to brighthush’s mission.

To apply, click the link below and let’s start a conversation about how you can help our customers unlock the full potential of the brighthush platform.