Senior Customer Success Manager – Strategic Growth & Customer Experience Lead for Innovative Market Research Platform

About brighthush

brighthush is a trailblazing market‑research technology company that empowers brands to unlock the full potential of consumer insights. By combining cutting‑edge data analytics, AI‑driven experimentation, and a user‑friendly platform, we help our clients design smarter advertising, launch products that resonate, and make decisions faster than ever before. Our mission is to democratize insights so that every organization, regardless of size, can act on data with confidence.

Why Join brighthush?

At brighthush, we’re not just a tech company – we’re a community of curious, data‑driven thinkers who thrive on solving complex problems. We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider, named Best Place to Work by Quirk’s Media, and have earned a B Corp certification that underscores our commitment to people, planet, and profit. Our culture is built on the core values of Trust, Truth, Ownership, Ambition, and Humility, and we celebrate diversity, inclusion, and continuous learning every day.

Position Overview

As a Senior Customer Success Manager at brighthush, you will be the champion of our customers’ success. You’ll partner with mid‑market and enterprise clients to ensure they extract maximum value from our platform, drive adoption, and achieve their business objectives. Your strategic mindset, data‑driven approach, and passion for advocacy will help us retain and grow revenue while delivering an exceptional customer experience.

Key Responsibilities

• Customer Value & Retention – Drive customer ROI by identifying objectives, removing blockers, and ensuring continuous value extraction from the platform.
• Onboarding & Training – Collaborate with Sales and Implementation to accelerate user adoption, deliver training sessions, and maintain a high level of customer proficiency.
• Platform Expertise – Become the go‑to expert on all brighthush tools, advising customers on best practices, optimizations, and new feature adoption.
• Growth & Expansion – Identify cross‑sell and up‑sell opportunities, work closely with Sales, Professional Services, and Marketing to secure expansion revenue.
• Relationship Building – Build trust‑based relationships with C‑suite executives, product teams, and internal stakeholders across Sales, Marketing, Engineering, and Product.
• Customer Advocacy – Represent the voice of the customer within brighthush, influencing product roadmap, marketing strategy, and service delivery.
• Change Management – Act as a change agent, guiding customers through new ways of working, adoption of AI tools, and evolving research methodologies.
• Proactive Problem Solving – Use data and creative thinking to anticipate challenges, propose solutions, and drive continuous improvement.
• Process Scaling – Own and coordinate initiatives that scale customer success processes, ensuring consistency and efficiency across the organization.
• Team Coaching & Leadership – Mentor junior team members, share best practices, and set a high standard of excellence for the global CS team.

Essential Qualifications

• 5+ years of experience in Customer Success or Account Management within the Consumer Insights or Market Research industry.
• Proven track record managing a complex book of business (mid‑market & enterprise) valued at $5M+.
• Deep familiarity with BI tools (Tableau, Power BI), CRM platforms (Salesforce), and Customer Success Platforms (Gainsight).
• Strong knowledge of G‑Suite, Loom, Gong, ChatGPT, and other AI‑driven tools.
• Excellent written and verbal communication skills, with the ability to influence executives and cross‑functional teams.
• Experience crafting detailed customer success plans, delivering business reviews, and leading discovery workshops.
• Comfortable traveling across the United States (minimum once per month) to support on‑site client visits.
• Self‑starter with the ability to juggle multiple priorities, maintain high responsiveness, and deliver results under tight deadlines.
• Strong analytical mindset – comfortable using data to inform decisions and track customer health.
• Team player who thrives in a collaborative, fast‑paced SaaS environment.

Preferred Qualifications

• Experience with AI‑driven research platforms or similar SaaS products.
• Background in marketing, product management, or data science.
• Previous leadership experience within a Customer Success organization.
• Knowledge of sustainability metrics and B Corp principles.

What You’ll Gain

• Hands‑on exposure to the inner workings of a high‑growth, tech‑driven company.
• Opportunity to influence how leading brands use market research to drive growth.
• Mentorship from senior leaders and a culture of continuous learning.
• Access to a personal development budget, coaching, and career framework resources.
• Chance to shape the future of customer success at brighthush and leave a lasting impact.

Work Environment & Culture

brighthush fosters a culture of trust, transparency, and ownership. Our offices are thoughtfully designed to support both focused individual work and collaborative brainstorming. We encourage flexible work arrangements, including remote options, to support work‑life balance. Our team celebrates diversity, inclusion, and the unique perspectives each member brings.

Compensation & Benefits

• Base Salary – $110,000 to $125,000 USD OTE (80% base + 20% uncapped variable).
• Unlimited Vacation – Take as much time as you need, with a minimum of 20 days plus national holidays.
• Quarterly Mental Health Day – Company‑paid day off each quarter for mental well‑being.
• Flexible Working – Remote work options and thoughtfully designed office spaces.
• Home Office Stipend – Budget to set up a productive home workspace.
• Health & Wellness – Comprehensive health, dental, vision, life, AD&D, short‑term & long‑term disability insurance.
• Retirement Plan – Eligibility to join the 401(k) program after 90 days, with up to 4% match.
• Professional Development – Annual budget for courses, certifications, and conferences.
• Well‑being Support – Access to trained therapists and counsellors.
• Environmental Commitment – brighthush is Net Zero certified and actively supports tree‑planting initiatives.

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity in all its forms and believe that a diverse workforce fuels innovation. We encourage candidates from underrepresented groups to apply and are committed to creating an inclusive environment where every voice is heard.

Ready to Make an Impact?

If you’re passionate about driving customer success, thrive in a data‑driven environment, and want to be part of a company that values purpose as much as profit, we want to hear from you. Join brighthush and help shape the future of market research while building a rewarding career.