Senior Customer Success Manager – Retail Media & Platform Enablement Specialist at brighthush

About brighthush

brighthush is a trailblazing unified platform engineered specifically for retail media orchestration. Our mission is to empower enterprise retailers to activate advertising seamlessly across on‑site, off‑site, and in‑store channels with scalable technology and automated workflows. With a global footprint spanning North America and Asia‑Pacific, we partner with leading retailers—now including brighthush—to elevate their media networks and unlock new revenue streams.

At brighthush, we believe that technology should amplify human creativity, not replace it. That’s why our culture is built on collaboration, continuous learning, and a relentless focus on delivering measurable impact for our clients. Whether you’re working from a home office, a local café, or a client’s storefront, you’ll find a supportive, inclusive environment that values your voice and encourages you to grow.

Why Join brighthush?

• Impactful Work: You’ll be the primary point of contact for our retail partners, ensuring they get up and running on our platform and receive the support they need to succeed.
• Fast‑Paced Innovation: Work alongside product, engineering, and operations teams to shape the future of retail media technology.
• Career Growth: Opportunities to move into senior customer success, product management, or consulting roles.
• Inclusive Culture: We celebrate diversity, equity, and inclusion, and we’re committed to creating a workplace where everyone feels valued.
• Competitive Compensation & Perks: Market‑aligned salary, performance bonuses, comprehensive health benefits, flexible work arrangements, and annual company retreats.

Key Responsibilities

As a Customer Success Manager at brighthush, you will own the end‑to‑end experience for our retail clients. Your day‑to‑day activities will include:

• Managing platform inquiries and support tickets within defined SLAs, ensuring timely resolution and client satisfaction.
• Generating and delivering regular campaign performance reports, including weekly pacing and end‑of‑campaign summaries.
• Analyzing ticket trends to identify root causes, proposing process improvements, and driving initiatives that reduce support volume.
• Coordinating incident response for critical and high‑severity issues, drafting incident reports, and keeping clients informed until resolution.
• Leading urgent issue resolution by aligning cross‑functional teams—Account Management, Ad Ops, Project Management, Product, and Engineering—to deliver swift, clear answers.
• Hosting regular office hours and meetings with retail partners to review ongoing work, gather feedback, and refine processes.
• Delivering platform training and demos for client associates, covering both existing features and new releases.
• Drafting and maintaining FAQs, knowledge base articles, and help center content, ensuring information is up‑to‑date and easily accessible.
• Communicating platform workflow changes and feature updates to clients in a clear, concise manner.
• Setting up and publishing client help centers for new retail partners, and providing input to training and FAQ materials.
• Submitting client feature requests to Product for validation and prioritization, acting as the voice of the customer.
• Reporting on ticket volume, resolution rates, and status to internal stakeholders and clients, using data to drive continuous improvement.

Essential Qualifications

• Minimum 3 years of experience in a customer‑facing support, customer success, or account management role—preferably within ad tech or software.
• Hands‑on experience managing a ticketing or help desk platform: triage, prioritization, SLA enforcement, escalation, and reporting.
• Proven ability to triage issues by severity, collaborate with engineering and operations, and keep clients informed through to resolution.
• Strong analytical skills: comfortable interpreting campaign performance data and ticket trends, and turning insights into actionable recommendations.
• Technical aptitude: deep understanding of platforms, systems, and integrations; able to troubleshoot, ask the right questions, and explain issues clearly to clients.
• Experience creating and delivering client training, demos, and documentation—including FAQs and help center content.
• Excellent written and verbal communication skills: confident in client reporting, meeting facilitation, and presentation.
• Exceptional organization and time‑management abilities, juggling multiple clients and priorities simultaneously.
• Self‑motivated, goal‑driven, and comfortable taking initiative without waiting to be asked.
• Availability to work onsite at client offices in the Greater Toronto area up to 3 days a week.

Preferred Qualifications

• Experience in retail media, including campaign reporting or working with retailer Ad Ops teams.
• Background in building or improving a help center, knowledge base, or client training program.
• Certifications such as ITIL, HDI, or similar support/customer success credentials.

Skills & Competencies

• Customer‑centric mindset with a passion for solving problems and delivering exceptional service.
• Strong analytical thinking and data‑driven decision making.
• Technical curiosity and a knack for learning new tools quickly.
• Effective cross‑functional collaboration and stakeholder management.
• Clear, concise communication—both written and verbal.
• Proactive mindset: you anticipate needs and act before issues arise.
• Adaptability: thriving in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Mentorship from senior leaders across product, engineering, and sales.
• Regular training sessions on the latest retail media trends, platform updates, and industry best practices.
• Opportunities to lead cross‑functional projects, shaping the direction of our platform and services.
• Clear career pathways to senior Customer Success Manager, Director of Customer Success, or Product Management roles.

Work Environment & Culture

brighthush is a remote‑first organization with a vibrant, collaborative culture. While you’ll enjoy the flexibility of working from anywhere, you’ll also have the chance to visit client offices in the Greater Toronto area up to three days a week. Our remote‑friendly setup includes:

• Home office support and stipends.
• Annual company retreats to strengthen team bonds.
• Regular virtual town halls and team‑building activities.
• Inclusive policies that celebrate diversity, equity, and inclusion.

Compensation & Benefits

We offer a competitive base salary commensurate with experience, plus performance‑based bonuses. Our benefits package includes:

• Comprehensive health, dental, and vision coverage.
• Flexible paid time off and parental leave.
• 401(k) matching and financial wellness resources.
• Professional development budget and conference allowances.
• Wellness programs, including gym memberships and mental health support.

brighthush’s Commitment to Diversity, Equity, and Inclusion

brighthush is an equal‑opportunity employer that embraces the unique perspectives of all individuals. We strive to create an environment where everyone feels safe, respected, and empowered to bring their authentic selves to work. Reasonable accommodations are available throughout the application process upon request.

How brighthush Uses AI in the Recruitment Process

brighthush employs AI‑enabled tools to streamline our hiring process—organizing, screening, and assessing applications—while ensuring fairness and transparency. All hiring decisions are ultimately made by our dedicated team.

Next Steps

Thank you for your interest in joining brighthush. If you’re excited to help retail partners unlock the full potential of our platform, we encourage you to apply. We will review all applications and contact only those selected for an interview. Please note that a criminal background check may be required for final candidates.

Apply Now

Ready to make a difference? and become part of a team that’s redefining retail media.