Senior Customer Success Manager – North America (US & Canada) – Championing Strategic Growth, Adoption, and Customer Success for Sports & Media Brands at brighthush

About brighthush

brighthush is more than a SaaS platform; it is the engine that powers the next generation of audience engagement. We partner with media companies, sports organizations, and content‑centric brands to deliver instant, immersive, and personalized experiences that resonate with fans worldwide. By weaving video, live moments, and fan‑engagement tools into owned and operated channels, we help our clients move faster, work smarter, and build deeper, lasting relationships with their audiences.

In an era where attention spans are shrinking and competition for viewer loyalty is fierce, brighthush delivers the tools that let brands stay ahead of the curve. Our platform is built on real‑time analytics, AI‑powered insights, and a flexible architecture that scales from a single local club to a multinational media conglomerate. We are more than a technology provider; we are a partner that walks with our clients through every season, every campaign, and every pivotal moment.

Why This Role Matters

As a Senior Customer Success Manager at brighthush, you will be the linchpin that connects our clients’ ambitions with the powerful capabilities of our platform. Your mission is to drive measurable outcomes—boosting adoption, spotting risks early, and uncovering expansion opportunities that align with each client’s unique goals. You’ll collaborate closely with delivery, support, sales, and product teams, but your primary focus will be ensuring customer success and account health.

Key Responsibilities

Account Ownership & Relationship Building

• Own a portfolio of core North American accounts, becoming the trusted advisor for professional sports teams, Division I athletics departments, and media brands.
• Build strong, cross‑functional relationships with digital, content, marketing, fan engagement, sponsorship, and athletics stakeholders.
• Deeply understand each customer’s goals, season calendar, workflows, and success metrics.
• Run regular, outcome‑driven check‑ins that provide actionable insights and clear next steps.
• Maintain transparent visibility on account health, risks, opportunities, and upcoming key moments.

Driving Adoption & Value Delivery

• Guide customers in adopting brighthush across apps, websites, and content workflows.
• Translate product usage and engagement data into clear, data‑driven recommendations.
• Identify under‑used features, low adoption, or workflow gaps before they become renewal risks.
• Help clients plan around critical moments such as season launches, playoffs, tournaments, rivalry games, and major campaigns.
• Share best practices across teams, tailoring insights rather than relying on generic playbooks.

Commercial & Expansion Leadership

• Spot expansion opportunities within existing accounts and articulate the value of brighthush’s broader suite of products.
• Provide commercial signals to Sales with context and customer insight, supporting renewal preparation.
• Develop confidence in commercial conversations, contributing to the sales process without owning it entirely.

Internal Coordination & Process Excellence

• Coordinate with delivery and support teams to ensure customer needs are addressed efficiently.
• Feed product feedback back to the business with actionable context.
• Keep internal account notes, actions, and risks accurate and up‑to‑date.
• Escalate issues with judgment, urgency, and a clear view of customer impact.
• Help refine repeatable CS processes as the team scales.

Success Metrics

First 90 Days

• Master brighthush’s platform, customer base, and the North American sports landscape.
• Achieve a smooth transition of assigned accounts with strong customer confidence.
• Maintain an accurate view of account health, adoption, risks, and upcoming key moments.
• Conduct independent customer calls with clear structure and follow‑through.
• Identify early adoption gaps or expansion potential.

6–12 Months

• Demonstrate strong retention and account health across the core portfolio.
• See customers using brighthush consistently across priority content moments.
• Contribute to expansion opportunities and renewal confidence.
• Improve visibility and consistency across North American core accounts.
• Earn internal trust as a customer‑centric, results‑driven partner.

Beyond 12 Months

• Lead strategic initiatives that shape the future of customer success at brighthush.
• Mentor junior CS team members and share best practices across the organization.
• Drive cross‑functional projects that enhance product adoption and customer satisfaction.
• Influence product roadmap decisions through deep customer insights.
• Achieve measurable impact on NPS, renewal rates, and expansion revenue.

Ideal Candidate Profile

Core Fit

• Experience in Customer Success, account management, client services, or partnerships.
• Background working with sports, media, entertainment, content, digital, or fan engagement teams.
• Deep understanding of how live sport, content calendars, and stakeholder pressure shape customer expectations.
• Ability to build trust with customers without needing to be the most senior person in the room.
• Organized, responsive, and calm under shifting priorities.
• Passion for learning products deeply enough to have meaningful customer conversations.
• Commercial mindset: spotting opportunities even without a personal quota.
• Curiosity about how AI can enhance your own work and customer outcomes.

Essential Qualifications

• 3+ years of experience in a customer‑facing role, preferably in SaaS or tech.
• Proven track record of managing multiple accounts and driving adoption.
• Strong analytical skills: ability to interpret usage data and translate it into actionable insights.
• Excellent written and verbal communication skills in English.
• Comfortable working in a remote, East Coast‑time‑zone environment.

Preferred Qualifications

• Experience in the sports or media industry, especially with professional teams or collegiate athletics.
• Knowledge of video, live‑streaming, or short‑form content platforms.
• Familiarity with CRM and CS tools.
• Experience with data visualization tools.
• Background in project management or process improvement.

Skills & Competencies

• Strategic thinking and execution.
• Customer‑centric mindset with a passion for delivering value.
• Data‑driven decision making.
• Strong stakeholder management and influence.
• Adaptability in a fast‑moving, evolving environment.
• Proactive problem‑solving and escalation management.
• Team collaboration across cross‑functional groups.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Customer Success Manager, you will:

• Progress to senior CS roles, such as Senior Customer Success Manager or Director of Customer Success.
• Take on larger, more strategic accounts or lead a regional CS team.
• Gain exposure to product strategy, sales, and marketing, broadening your skill set.
• Participate in continuous learning programs, including industry conferences, webinars, and internal knowledge sharing.
• Contribute to the evolution of our CS processes, influencing the future of customer success at brighthush.

Work Environment & Culture

brighthush thrives on a culture of high trust, ownership, and collaboration. We value:

• Transparency and open communication across all levels.
• Innovation: encouraging experimentation and learning from failure.
• Work‑life balance: flexible remote work with a focus on results.
• Diversity and inclusion: a welcoming environment for all backgrounds.
• Community: regular virtual team events, hackathons, and cross‑team knowledge sessions.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Unlimited paid time off and flexible holiday policy.
• Professional development stipend.
• Equity options as part of the long‑term incentive plan.
• Access to cutting‑edge tools and technology.

How to Apply

Ready to make a tangible impact on the sports and media landscape? Click the link below to submit your application and join the brighthush team.

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Closing Statement

At brighthush, you’ll be at the forefront of transforming how audiences experience sports and media. If you’re passionate about driving customer success, eager to learn, and ready to own a portfolio of high‑impact accounts, we want to hear from you. Join us and help shape the future of audience engagement across North America.