Senior Customer Success Manager – Media Intelligence & SaaS Solutions Lead – Accelerating Global High‑Value Account Growth, Retention, and Strategic Partnerships at brighthush

About brighthush

In an era where every tweet, video clip, and news article can shape public perception, the ability to sift through noise and extract actionable insights is no longer a luxury—it's a competitive necessity. brighthush stands at the forefront of this revolution, offering a cloud‑native media intelligence platform that delivers real‑time monitoring, advanced analytics, and unparalleled reach. Our technology empowers Fortune 500 brands, nimble startups, and leading agencies to spot emerging trends, measure the impact of their communications, and craft narratives that resonate across every channel.

With a global footprint and a reputation for blending state‑of‑the‑art technology, human expertise, and deep media connections, brighthush is the trusted partner for organizations that demand speed, accuracy, and measurable results in every media initiative. Whether you’re a Fortune 500 brand, a dynamic startup, or a leading agency, our platform gives you the clarity to make data‑driven decisions that drive growth and protect reputation.

Why This Role Matters

As a Senior Customer Success Manager at brighthush, you become the strategic bridge between our clients and the transformative power of our media intelligence suite. You will guide high‑value accounts through every stage of the customer lifecycle, ensuring they extract maximum ROI, adopt new features, and grow their partnership with us. Your strategic vision, analytical acumen, and relationship‑building prowess will directly influence client satisfaction, renewal rates, and revenue expansion, making you a key driver of our growth and client success.

Key Responsibilities

Strategic Client Partnership

• Primary Point of Contact – Serve as the main liaison for a portfolio of 200–300 U.S.‑based clients, cultivating trust‑based relationships that drive high satisfaction and advocacy.
• Account Planning – Develop and maintain detailed account plans that align brighthush’s capabilities with each client’s evolving business objectives.
• Executive Engagement – Conduct quarterly business reviews with C‑suite executives, translating data insights into strategic recommendations.
• Client Advocacy – Champion client needs within brighthush, ensuring that their voice shapes product development, support priorities, and roadmap decisions.

Renewal & Retention Leadership

• End‑to‑End Renewal Process – Own the renewal cycle, proactively identifying risks, negotiating contracts, and implementing churn‑reduction plans to secure long‑term commitments.
• Risk Mitigation – Use predictive analytics to flag potential churn and collaborate with Sales and Support to address concerns before they become issues.
• Retention Metrics – Track and report on renewal rates, NPS, and client health scores, ensuring alignment with company targets.
• Proactive Engagement – Initiate regular check‑ins, health score reviews, and value‑add sessions to keep clients engaged and informed.

Upsell & Cross‑Sell Champion

• Growth Opportunity Identification – Analyze usage patterns and market trends to uncover upsell and cross‑sell opportunities.
• Expansion Roadmaps – Partner with Product and Marketing to design tailored expansion plans that resonate with client goals.
• Revenue Impact – Drive incremental revenue growth through strategic account expansion, contributing directly to the company’s bottom line.
• Pipeline Management – Maintain a clear, data‑driven pipeline of expansion opportunities, ensuring visibility for leadership and alignment with sales goals.

Product Adoption Advocate

• Feature Roll‑Outs – Collaborate with Product to launch new features, orchestrate training sessions, and ensure clients fully leverage the toolset.
• Adoption Metrics – Monitor adoption rates and provide actionable feedback to Product to refine the user experience.
• Success Stories – Capture and share case studies that highlight the value clients derive from our platform.
• Onboarding Excellence – Design and refine onboarding processes to reduce time‑to‑value for new clients.

Data‑Driven ROI Demonstration

• Performance Reporting – Deliver regular, data‑backed performance reports and business reviews that showcase tangible impact.
• Insight Translation – Translate complex data into clear, actionable insights that reinforce value and support retention and expansion.
• Client Dashboards – Build and maintain custom dashboards that provide clients with real‑time visibility into their media performance.
• Metric Ownership – Own key performance indicators for your accounts, ensuring they align with broader business objectives.

Cross‑Functional Collaboration

• Feedback Loop – Work closely with Sales, Product, Marketing, and Support to surface client feedback and influence roadmap priorities.
• Seamless Handoffs – Ensure smooth transitions between teams, enhancing the overall customer experience.
• Internal Advocacy – Represent client needs in internal meetings, championing solutions that drive success.
• Team Leadership – Mentor junior success managers, fostering a culture of continuous learning and high performance.

Thought Leadership & Advocacy

• Industry Presence – Represent brighthush at industry events, webinars, and client workshops, positioning yourself as a trusted advisor.
• Content Creation – Contribute to whitepapers, blog posts, and case studies that showcase industry expertise.
• Community Building – Foster a community of users through forums, user groups, and social media engagement.
• Thought Leadership – Publish insights on media intelligence trends, helping clients stay ahead of the curve.

Essential Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or a related discipline.
• Minimum of 5 years of experience in SaaS Customer Success, with a proven record of meeting or exceeding growth objectives and retention targets.
• Full professional fluency in English, with a strong grasp of American business colloquialisms.
• Hands‑on experience in customer training, CRM usage (e.g., Salesforce, HubSpot), and managing the full renewal lifecycle, including contract negotiations.
• Exceptional interpersonal skills, characterized by warmth, approachability, and the ability to build deep, trust‑based professional relationships.
• Strong analytical mindset, comfortable working with data, dashboards, and metrics to drive decision‑making.

Preferred Qualifications

• Experience in the media, PR, or marketing technology space.
• Background in data analytics or experience interpreting media metrics and KPIs.
• Proficiency with data visualization tools (e.g., Tableau, Power BI) and reporting dashboards.
• Track record of leading cross‑functional initiatives that drive product adoption and customer success.
• Experience working in a high‑growth, fast‑paced startup environment.
• Knowledge of industry‑standard media monitoring tools and platforms.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture, anticipate client needs, and develop long‑term success plans.
• Analytical Acumen – Strong data literacy to interpret performance metrics, identify trends, and translate insights into actionable recommendations.
• Communication Excellence – Clear, concise, and persuasive communication across all stakeholder levels, from C‑suite executives to technical teams.
• Project Management – Proven ability to manage multiple client accounts simultaneously, prioritize tasks, and deliver on deadlines.
• Customer‑Centric Mindset – Deep empathy for client challenges, coupled with a proactive approach to solving problems and adding value.
• Collaboration & Influence – Skilled at building consensus, influencing cross‑functional teams, and driving initiatives to completion.
• Adaptability – Comfortable navigating ambiguity, shifting priorities, and evolving client needs in a dynamic environment.

Career Growth & Development Opportunities

At brighthush, your career trajectory is as dynamic as our industry. As a Senior Customer Success Manager, you will:

• Progress to a Director or VP of Customer Success role, overseeing a larger portfolio and shaping the overall customer success strategy.
• Lead cross‑functional initiatives that influence product development, marketing campaigns, and sales enablement.
• Participate in executive‑level strategy sessions, contributing insights that shape the company’s direction.
• Access a robust learning ecosystem, including mentorship programs, leadership workshops, and industry conferences.
• Earn certifications in customer success, data analytics, or media intelligence to enhance your professional profile.
• Take ownership of high‑impact projects that directly influence revenue, client satisfaction, and brand reputation.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. We value:

• Innovation – Encouraging bold ideas and experimentation to stay ahead of media intelligence trends.
• Inclusivity – A diverse workforce where every voice is heard and respected.
• Work‑Life Balance – Flexible schedules, remote options, and a focus on mental and physical wellbeing.
• Team Spirit – Regular team‑building events, hackathons, and cross‑departmental knowledge sharing.
• Impact – A clear connection between your work and the measurable success of our clients.
• Transparency – Open communication channels, regular town halls, and a commitment to shared goals.

Compensation, Perks & Benefits

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

• Base salary commensurate with market standards for senior customer success leaders.
• Performance‑based bonuses tied to renewal, upsell, and client satisfaction metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off, including paid parental leave and mental health days.
• Hybrid work model with fully equipped home office stipends.
• Access to professional development platforms and in‑house training sessions led by industry experts.
• Wellness initiatives: on‑site fitness classes, meditation sessions, and wellness stipends.
• Annual team retreats and offsite strategy sessions.
• Employee recognition programs and peer‑to‑peer appreciation.

How to Apply

If you are a strategic thinker with a passion for media intelligence, a knack for building lasting client relationships, and a drive to help organizations unlock the full potential of their communications, we want to hear from you. Bring your expertise, curiosity, and commitment to excellence to brighthush, and together we will shape the future of media intelligence.

Ready to elevate your career? Apply to this role today and become part of a team that values innovation, collaboration, and impact.

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.