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

About brighthush

brighthush is a trailblazing market‑research powerhouse that transforms raw data into actionable insights for brands worldwide. With a portfolio that spans consumer behavior studies, brand health tracking, and real‑time community engagement, we empower our clients to make data‑driven decisions that accelerate growth and deepen customer loyalty. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence. At brighthush, every team member is a catalyst for innovation, and every project is an opportunity to push the boundaries of what’s possible in research.

Why This Role Matters

In today’s hyper‑connected marketplace, brands need more than static reports – they need living communities that generate continuous feedback, foster brand advocacy, and provide a steady stream of qualitative and quantitative insights. As the Senior Customer Success Manager for Insight Communities, you will be the linchpin that turns these communities into strategic assets. You’ll partner with clients to design, launch, and evolve community programs that deliver measurable business value, while ensuring an unforgettable member experience. Your strategic vision, analytical acumen, and consultative approach will help clients unlock deeper insights, drive higher engagement, and achieve their research objectives.

Key Responsibilities

• Community Program Ownership: Lead the end‑to‑end delivery of Insight Communities, overseeing setup, recruitment, engagement, incentive management, renewal, and overall health metrics.
• Client Partnership: Serve as the main point of contact for clients, collaborating closely with sales to understand needs, anticipate challenges, and provide proactive, tailored recommendations.
• Strategic Design & Execution: Design creative, data‑driven solutions using brighthush’s suite of tools and processes to exceed client expectations and drive community 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: Manage 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 and are delivered on time.
• Performance Monitoring: Continuously monitor program elements, anticipate potential issues, and implement solutions to maintain program health and client satisfaction.
• Financial & Operational Oversight: Ensure timely invoicing, manage project budgets, and maintain margin targets while delivering value to clients.
• Process Improvement: Work within brighthush’s systems and SOPs, identifying opportunities for process optimization and driving continuous improvement initiatives.
• Client Reporting & Updates: Provide regular, data‑rich updates on community status, insights, and ROI to clients, fostering transparency and trust.
• Other Duties: Undertake additional responsibilities as assigned to support the broader success of brighthush’s client portfolio.

Essential Qualifications

• Minimum of 3–4 years of client‑facing experience in a market‑research environment, with a proven track record in 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

• 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

• 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

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

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

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?

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

Ready to take the next step in your career? 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.