Senior Customer Success Manager – Strategic Account Leadership & Growth Champion – Championing Data‑Powered Food‑Tech Success Across North America for brighthush

About brighthush

brighthush is more than a food‑tech platform – it’s a global movement that empowers restaurants, hotels, hospitals, universities, and large catering groups to make smarter, data‑driven decisions about every ingredient, every cost, and every environmental impact. With a presence in the UK, Europe, and the United States, we serve over 500 organizations that rely on our granular insights to reduce waste, lower carbon footprints, and unlock new revenue streams. Our mission is bold yet clear: to become the world’s most trusted source of food information, enabling businesses to thrive while dramatically reducing waste and carbon footprints. Backed by strategic private‑equity investment, we are scaling rapidly, fueled by a culture of relentless innovation, an unwavering commitment to customer success, and a belief that the best way to grow a company is to grow its people.

Why brighthush?

At brighthush, you’ll join a high‑energy, purpose‑driven team that values collaboration, transparency, and results. We celebrate diversity, champion work‑life balance, and invest heavily in professional development. Whether you’re a seasoned customer success veteran or a rising star, you’ll find a place where your ideas matter, your impact is visible, and your career can accelerate.

What sets us apart

• Fast‑paced, data‑centric culture that rewards bold ideas.
• Clear career pathways with regular performance reviews and personalized development plans.
• Global projects that let you collaborate across regions and industries.
• Access to cutting‑edge tools and a vibrant community of food‑tech innovators.

Role Overview

As a Senior Customer Success Manager, you will be the trusted advisor for a portfolio of high‑value North American customers. Your mission is to ensure they realize measurable, ongoing value from brighthush’s solutions, drive adoption, and unlock expansion opportunities. You will also shape the customer experience in the region, share market insights with the global team, and mentor junior colleagues. In short, you’ll be the bridge between our technology and the businesses that depend on it, turning data into actionable strategy and building lasting partnerships that fuel mutual growth.

Key Responsibilities

1. Strategic Customer Relationships & Value Creation

• Own the end‑to‑end relationship for a curated portfolio of enterprise customers, developing deep expertise in their business objectives, KPIs, and strategic priorities.
• Build multi‑threaded, cross‑functional relationships within each organization—identifying champions, decision‑makers, and potential detractors.
• Establish trust with senior and executive stakeholders, and introduce brighthush Executive Sponsors when appropriate.
• Develop and maintain customer success plans that align brighthush solutions with client goals and clearly demonstrate ROI.
• Lead quarterly Strategic Business Reviews (SBRs), using data, adoption metrics, and outcome stories to showcase value and agree on future priorities.
• Conduct in‑person or virtual strategic meetings to reinforce alignment and deepen relationships.
• Serve as the customer’s voice within brighthush, advocating for their needs while representing the company with confidence and credibility.

2. Customer Health, Retention & Growth

• Maintain a holistic view of customer health using objective usage, engagement, relationship, and commercial indicators in our Customer Success platform.
• Proactively identify shifts in health, adoption, or sentiment and intervene before they become retention risks.
• Own retention strategies for at‑risk accounts, coordinating mitigation plans across relevant internal teams.
• Track renewal dates, sentiment, risks, and dependencies to ensure strong renewal readiness.
• Identify opportunities to increase adoption and value across existing customer organizations.
• Map customer objectives and emerging needs against brighthush solutions to surface qualified expansion and cross‑sell opportunities, partnering with Account Management and Sales to advance commercial discussions.
• Collaborate with Finance on renewal, contractual, billing, and notice‑period matters as required.

3. Business Continuity & Team Mentorship

• Collaborate across Customer Engagement, Account Management, Sales, Product, Solutions, Finance, and other teams to ensure customer priorities, risks, and opportunities are understood and acted upon.
• Provide clear visibility of significant customer activity, risks, successes, and strategic initiatives to the wider organization.
• Capture and communicate customer feedback, recurring themes, and emerging requirements to inform product, service, and experience improvements.
• Maintain accurate, up‑to‑date records of success plans, health status, risks, actions, and key interactions in our systems.
• Support continuity of service across our global customer base during North American working hours, providing senior support and escalation coverage for UK and international customers when needed.

4. Senior Team Contribution & Development

• Act as a senior point of expertise within the Customer Success team, supporting colleagues with complex customer situations, relationship strategies, and retention challenges.
• Share best practices and coach junior CSMs through knowledge sharing and peer support.
• Contribute to the continuous improvement of Customer Success processes, playbooks, Success Cycles, and ways of working.
• Maintain high standards of documentation, system hygiene, and execution of agreed processes, promoting consistency across the team.
• Provide customer and market insights to the Director of Customer Success & Engagement and the broader Customer Experience leadership team to support strategic decision‑making.
• Help shape the evolution of brighthush’s Customer Success approach in North America as the customer base and team grow.

Essential Qualifications

• 5+ years of high‑touch Customer Success, Strategic Account Management, or Enterprise Customer Success experience.
• Proven track record of driving retention, renewals, and expansion across a portfolio of customers.
• Exceptional ability to build, navigate, and sustain multi‑threaded relationships with stakeholders at all levels, including senior leaders.
• Strong communication and interpersonal skills, with the ability to influence without authority.
• Excellent conflict resolution, problem‑solving, and negotiation skills.
• Self‑driven ownership mindset with a focus on follow‑through and accountability.
• Highly organized with the ability to prioritize multiple tasks and deadlines.
• Experience in the food‑tech, hospitality, or catering sectors is highly desirable but not mandatory.

Preferred Qualifications

• Background in SaaS or cloud‑based platforms, with a deep understanding of subscription‑based revenue models.
• Experience working with enterprise‑scale customers (10,000+ employees) and complex organizational structures.
• Knowledge of sustainability metrics, food‑service supply chains, or nutrition data.
• Fluency in data analysis tools (e.g., SQL, Tableau, Power BI) to interpret usage metrics and drive insights.
• Previous experience leading or mentoring a Customer Success team.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Relationship Management & Influence
• Project Management & Execution
• Cross‑Functional Collaboration
• Adaptability & Resilience
• Continuous Learning & Curiosity

Career Growth & Development Opportunities

At brighthush, growth is built into every role. As a Senior Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of our platform and the food‑tech industry.
• Benefit from bi‑annual performance reviews and a personalized career development plan aligned with your ambitions.
• Access mentorship from senior leaders and peers across the organization.
• Explore clear progression paths into Senior Leadership, Customer Experience Strategy, or Product Management.
• Participate in global projects, cross‑regional collaborations, and industry conferences.

Work Environment & Culture at brighthush

Our culture is defined by five core values: Team First, Open Communication, No Ego, Integrity, and The Rocket. We celebrate transparency, encourage bold ideas, and reward results over hierarchy. You’ll find a collaborative, fast‑paced environment where your voice matters and your contributions are recognized.

We champion work‑life balance with flexible remote options, summer hours, and generous leave policies. Our team enjoys:

• Competitive paid time off (PTO) and flexible scheduling.
• Ongoing training and development programs.
• Health & wellbeing allowances, including mental health resources.
• Comprehensive health, dental, vision, life, and disability insurance.
• 401(k) retirement plan with company match.
• Corporate travel insurance and expense reimbursement.
• Regular team‑building events, both virtual and in‑person.

Compensation & Benefits

We offer a competitive base salary range of $115,000 – $145,000 per year, with on‑target earnings (OTE) of $135,000 – $170,000 per year (base + commission). Compensation is determined by experience, skills, and market conditions.

Additional benefits include:

• Health, dental, and vision insurance.
• Life and disability coverage.
• 401(k) with company match.
• Corporate travel insurance.
• Generous personal health & wellbeing allowance.
• Paid parental leave and family‑friendly policies.
• Remote work flexibility with a preference for candidates based in or near Boston, MA.

How to Apply

If you’re passionate about transforming the food‑service industry, thrive in a high‑growth environment, and want to make a tangible impact, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Senior Customer Success Manager role.

We celebrate diversity and are committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected status.

Ready to join a team that’s redefining food data? Apply now and help shape the future of brighthush.