Senior Customer Success Manager – Insight Communities & Client Engagement Lead – Championing Data‑Powered Growth, Community Innovation, and Client Success at brighthush

Welcome to brighthush – Where Data Meets Community

brighthush is more than a market‑research firm; we are a catalyst for transformation. In an era where brands are constantly listening, we turn raw data into living, breathing communities that empower decision‑makers to act with confidence. Our portfolio spans consumer behavior studies, brand health tracking, real‑time community engagement, and beyond. We partner with global leaders across industries, turning numbers into stories that accelerate growth and deepen customer loyalty. If you thrive on curiosity, collaboration, and a relentless pursuit of excellence, brighthush is the place where your ideas can shape the future of market research.

Why This Role is a Game‑Changer

Insight Communities are the heartbeat of continuous feedback, brand advocacy, and strategic insight. As the Senior Customer Success Manager for Insight Communities, you will be the architect and steward of these communities, ensuring they deliver measurable business value while providing an unforgettable experience for members. Your strategic vision, analytical prowess, and consultative approach will unlock deeper insights, drive higher engagement, and help clients achieve their research objectives.

Role Overview – Your Impact in Action

In this role, you will blend client‑facing leadership with hands‑on execution. You will own the full lifecycle of Insight Communities, from concept to renewal, and act as the primary advocate for both our clients and our community members. Your work will directly influence how brands understand their audiences, shape product roadmaps, and refine marketing strategies.

Key Responsibilities

• Community Program Ownership: Lead the end‑to‑end lifecycle of Insight Communities – from initial design and recruitment to ongoing engagement, incentive management, renewal, and health monitoring.
• Client Partnership & Advocacy: Serve as the primary point of contact for clients, collaborating closely with sales and account teams to understand needs, anticipate challenges, and deliver proactive, tailored recommendations.
• Strategic Design & Execution: Craft creative, data‑driven community solutions using brighthush’s proprietary tools and processes, consistently exceeding client expectations and driving measurable engagement.
• Cross‑Functional Leadership: Coordinate with internal teams – programming, data processing, insights, reporting (quantitative & qualitative) – and external vendors to ensure seamless project execution.
• Vendor & Partner Management: Build and maintain strong relationships with third‑party vendors and partners, ensuring projects stay on schedule, within budget, and meet quality standards.
• Deliverable Management: Validate and prepare all deliverables, including datasets, reports, engagement calendars, community communications, and incentive plans, ensuring they meet the highest quality standards and are delivered on time.
• Performance Monitoring & Optimization: Continuously monitor program metrics, anticipate potential issues, and implement solutions to maintain program health and client satisfaction.
• Financial & Operational Oversight: Manage invoicing, project budgets, and margin targets, ensuring financial health while delivering exceptional value to clients.
• Process Improvement & Innovation: Identify opportunities for process optimization within brighthush’s systems and SOPs, driving continuous improvement initiatives that enhance efficiency and quality.
• Client Reporting & Updates: Provide regular, data‑rich updates on community status, insights, and ROI to clients, fostering transparency, trust, and long‑term partnership.
• Additional Leadership: Undertake additional responsibilities as assigned to support the broader success of brighthush’s client portfolio and community strategy.

Essential Qualifications – What You Bring to the Table

• 3–4+ years of client‑facing experience in a market‑research environment, with a proven track record managing Insight Communities.
• Strong technical orientation and logical thinking, with the ability to translate complex data into actionable insights.
• Advanced proficiency in MS Office (Excel, Word, PowerPoint) and experience with DIY survey tools (e.g., Alida) is highly desirable.
• Excellent written and oral communication skills in English, with the ability to craft compelling narratives for diverse audiences.
• Demonstrated ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• High work ethic, collaborative mindset, and a passion for delivering exceptional client service.

Preferred Qualifications – The Extra Edge

• Experience with research design, reporting, data analysis, and international data collection.
• Familiarity with multi‑mode methodology and cross‑functional project coordination.
• Background in incentive management and community engagement strategy.
• Knowledge of brighthush’s proprietary platforms and tools.

Skills & Competencies – The DNA of Success

• Strategic Thinking: Ability to develop long‑term client success plans that align with business objectives.
• Analytical Acumen: Proficiency in interpreting data, identifying trends, and translating findings into actionable recommendations.
• Consultative Selling: Skilled at uncovering client pain points and positioning brighthush solutions as the optimal answer.
• Relationship Management: Proven track record of building trust with clients, internal stakeholders, and external partners.
• Project Management: Expertise in managing timelines, budgets, and resources to deliver high‑quality outcomes.
• Adaptability: Quick to adopt new processes, tools, and industry trends.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, we believe in nurturing talent and fostering continuous learning. As a Senior Customer Success Manager, you will have access to:

• Mentorship from senior leaders in research, product, and client success.
• Cross‑functional training programs that deepen your expertise in data analytics, market‑research methodologies, and technology platforms.
• Opportunities to lead high‑impact projects, present findings to C‑suite executives, and shape the future of our community engagement strategy.
• Clear career pathways to roles such as Client Success Director, Product Manager, or Head of Insight Communities.

Work Environment & Culture – A Global, Inclusive Community

brighthush thrives on a culture of collaboration, innovation, and inclusivity. Our team is distributed across multiple time zones, allowing for flexible work arrangements and a dynamic, global perspective. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Whether you’re brainstorming in a virtual huddle or presenting insights to a client, you’ll find a supportive environment that values your voice and empowers you to make an impact.

Compensation & Benefits – A Rewarding Package

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to client satisfaction and project success.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for conferences, courses, and certifications.
• Flexible work hours and remote‑first policy.

Why Join brighthush? – Your Future Starts Here

At brighthush, you’ll be part of a forward‑thinking organization that is redefining how brands understand their customers. You’ll work alongside passionate professionals who are eager to push the envelope, collaborate across disciplines, and deliver insights that drive real business outcomes. If you’re a strategic thinker with a knack for building lasting client relationships and a desire to shape the future of market research, brighthush is the place for you.

How to Apply – Take the Next Step

Ready to elevate your career and make a tangible impact? Submit your resume and a cover letter that highlights your experience with Insight Communities and client success. We look forward to exploring how you can contribute to brighthush’s mission of turning data into decisive action.