Senior Customer Success Manager – Strategic Account Leadership & Revenue Growth Champion – Elevate Client Engagement & Drive Customer Success Excellence at brighthush

About brighthush

brighthush has been a trailblazer in the digital marketing and brand solutions arena for over two decades. What began as a boutique design studio in 2001 has evolved into a multi‑state powerhouse that delivers end‑to‑end marketing solutions—from media buying and creative production to performance analytics and AI‑powered insights. Our mission is simple yet powerful: to help brands connect with audiences worldwide through creativity, technology, and data‑driven strategy. At the heart of our success lies a culture built on innovation, collaboration, and customer obsession, and we are committed to fostering a diverse, inclusive, and high‑energy workplace where every team member can bring their authentic self to work.

Why brighthush?

At brighthush, we turn complex challenges into simple, elegant solutions. We invest heavily in professional development, mentorship, and cross‑functional collaboration, ensuring that every employee has the tools and support to grow both personally and professionally. Our employee‑first approach is reflected in a comprehensive benefits package, flexible work arrangements, and a culture that celebrates wins—big and small. We believe that when people thrive, so does the business.

Role Overview

The Senior Customer Success Manager is the strategic leader of our Client Success organization, responsible for driving customer retention, revenue expansion, and overall satisfaction across a portfolio of high‑value accounts. This role blends leadership, strategy, and hands‑on account management, requiring a deep understanding of client needs, a commercial mindset, and the ability to collaborate closely with Sales, Product, Marketing, and Operations. You will be the voice of the customer at the executive level, ensuring that every interaction adds measurable value to our partners.

Key Responsibilities

• Leadership & Team Development
  • Recruit, coach, and mentor a high‑performing Client Success team that embodies brighthush’s values.
  • Set clear performance expectations, goals, and KPIs that align with company objectives.
  • Facilitate regular coaching sessions, feedback loops, and professional growth plans.
  • Champion a culture of accountability, proactive communication, and customer ownership.
• Strategic Account Management
  • Develop and execute a comprehensive Client Success strategy aligned with brighthush’s business objectives.
  • Create and maintain detailed account plans, ensuring alignment with sales and product roadmaps.
  • Analyze customer health scores, churn risk, and revenue performance to identify growth opportunities.
  • Lead Quarterly Business Reviews (QBRs) and strategic account meetings with C‑suite stakeholders.
• Revenue Growth & Cross‑Sell Initiatives
  • Partner with Sales to identify upsell, cross‑sell, and expansion opportunities within existing accounts.
  • Develop joint account plans that outline revenue targets, timelines, and success metrics.
  • Track and report on whitespace analysis and product adoption metrics.
  • Ensure all opportunities are documented and tracked in the CRM with clear ownership.
• Customer Advocacy & Issue Resolution
  • Act as the primary point of contact for executive‑level client relationships.
  • Escalate and resolve complex customer issues in collaboration with cross‑functional teams.
  • Gather and communicate customer feedback to Product, Marketing, and Engineering.
  • Drive initiatives that improve the overall customer experience and satisfaction.
• Performance Reporting & Analytics
  • Monitor and report on key metrics: retention, churn, NPS, upsell revenue, and customer health.
  • Provide actionable insights to the VP of Sales, Enterprise, and executive leadership.
  • Use data to continuously refine processes and improve team performance.
• Cross‑Functional Collaboration
  • Build strong relationships with Sales, Operations, Customer Experience, Product Development, Marketing, Technology, and Finance.
  • Facilitate cross‑departmental initiatives that enhance the customer journey.
  • Represent the voice of the customer in strategic planning sessions.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Account Management, or a related customer‑facing role.
• Proven track record of leading and scaling a high‑performing team.
• Strong experience partnering with Sales to drive revenue growth and account expansion.
• Experience managing enterprise or strategic customer relationships in a B2B environment.
• Excellent communication, presentation, negotiation, and conflict‑resolution skills.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
• Strong analytical and problem‑solving abilities.
• Demonstrated ability to build and maintain executive‑level client relationships.
• High level of organization, initiative, and results orientation.

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
• Experience in the digital marketing, advertising, or brand solutions industry.
• Knowledge of print or media buying processes.
• Experience with data‑driven customer success metrics and dashboards.
• Prior exposure to a fast‑paced, high‑growth startup environment.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain top talent.
• Strategic Thinking – Translate customer insights into actionable growth plans.
• Commercial Acumen – Understand revenue drivers and financial impact.
• Customer Obsession – Deep empathy for client needs and a relentless focus on satisfaction.
• Data‑Driven Decision Making – Leverage analytics to inform strategy and measure success.
• Collaboration & Influence – Work effectively across departments and influence stakeholders.
• Adaptability & Resilience – Thrive in a fast‑moving, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning. As a Senior Customer Success Manager, you will have access to:

• Leadership development programs and mentorship from senior executives.
• Cross‑functional training sessions in Sales, Product, and Marketing.
• Industry conferences, webinars, and certification courses.
• Opportunities to lead new initiatives, pilot projects, and process improvements.
• A clear career ladder that can lead to Director or VP of Customer Success roles.

Work Environment & Company Culture

brighthush offers a collaborative, inclusive, and innovative workplace. Our values are reflected in:

• Open communication channels and transparent decision‑making.
• Flexible work arrangements, including hybrid and remote options.
• Regular team‑building events, hackathons, and community service projects.
• A focus on mental health and well‑being, with resources such as counseling and wellness programs.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

We offer a competitive salary range of $80,000 – $90,000 annually, commensurate with experience. In addition to base pay, you will receive:

• Performance‑based bonuses tied to team and company metrics.
• Health, dental, vision, and life insurance with brighthush covering 100% of the basic premiums.
• Disability and Flexible Spending Accounts (FSAs) for health and dependent care.
• 401(k) retirement plan with an employer match of up to 6% of compensation.
• Paid holidays (9 days) and paid time off (PTO) that accrues after 90 days of continuous service.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.
• Wellness stipend and access to on‑site fitness facilities.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants, regardless of race, color, sex, national origin, age, religion, disability, or any other protected status.

How to Apply

Ready to take the next step in your career and help shape the future of customer success at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and customer obsession.