Senior Customer Success Manager – Strategic Seller Growth & Engagement Lead for Live Commerce Platforms at brighthush – Driving Seller Success, Revenue Growth, and Community Building

About brighthush

brighthush is more than a marketplace; it’s a global movement that redefines how people discover, connect, and purchase products in real time. By fusing live streaming, community engagement, and e‑commerce, we empower creators, collectors, fashion aficionados, tech enthusiasts, and green thumbs to turn their passions into thriving businesses. With hubs spanning the United States, United Kingdom, Ireland, Poland, Germany, and Australia, brighthush marries the agility of a startup with the reach of a multinational platform.

Our mission is simple yet ambitious: democratize commerce so that anyone, anywhere, can build a business that matters. We’re a data‑driven, experimentation‑centric organization that thrives on customer obsession, rapid iteration, and a relentless focus on impact. Recognized as the #1 Best Startup Employer in America by Forbes, brighthush is poised for exponential growth and invites visionary talent to join us on this journey.

Why Live Commerce?

Live commerce is the next frontier of retail. It blends entertainment, social interaction, and instant purchasing into a single, immersive experience. Sellers can showcase products live, answer questions in real time, and build authentic relationships with buyers. For consumers, it offers a curated, interactive shopping journey that feels personal and engaging. As the live‑commerce ecosystem expands, the demand for skilled professionals who can nurture seller success and drive platform growth has never been higher.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the linchpin between our sellers and the rest of the organization. You’ll own the end‑to‑end seller experience—from onboarding to expansion—ensuring that every seller not only survives but thrives on our platform. Your strategic insights and tactical execution will directly influence seller retention, revenue, and the overall health of our marketplace.

We’re looking for a self‑starter who can navigate ambiguity, build trust quickly, and drive measurable results. If you’re passionate about people, data, and shaping the future of e‑commerce, you’ll fit right in.

Key Responsibilities

Seller Relationship Management

• Build deep, consultative relationships with early‑stage sellers, serving as their trusted advisor and business partner.
• Act as the primary point of contact for seller escalations, ensuring timely resolution and satisfaction.
• Conduct regular business reviews to assess performance, identify growth opportunities, and align on strategic objectives.

Growth Strategy & Execution

• Develop and implement data‑driven growth plans that accelerate seller adoption, revenue, and retention.
• Identify high‑potential seller segments and craft tailored onboarding and enablement programs.
• Collaborate with Marketing to create co‑branded campaigns that drive traffic and conversions for key sellers.

Cross‑Functional Collaboration

• Partner with Sales, Product, Category, Operations, and Support teams to translate seller insights into product enhancements and operational improvements.
• Advocate for seller needs within executive meetings, ensuring resources are allocated to high‑impact initiatives.
• Facilitate cross‑team workshops to align on seller success metrics and priorities.

Advocacy & Feedback Loop

• Champion seller needs within the organization, articulating business impact and unlocking resources for growth.
• Translate seller pain points into actionable product backlog items and feature requests.
• Maintain a transparent feedback loop that keeps sellers informed about progress and next steps.

Data Analysis & Insight Generation

• Leverage quantitative and qualitative data to identify growth opportunities, diagnose challenges, and recommend actionable solutions.
• Build dashboards and reports that track key performance indicators such as seller acquisition cost, lifetime value, and churn rate.
• Present findings to senior leadership and recommend strategic pivots when necessary.

Playbook Development

• Test, iterate, and scale new tactics, playbooks, and best practices that drive step‑change growth for sellers.
• Document processes and create training materials that can be scaled across the Customer Success organization.
• Continuously refine playbooks based on feedback and performance data.

Accountability & Coaching

• Hold sellers accountable for performance metrics, provide constructive feedback, and guide them toward higher‑impact actions.
• Mentor junior team members, fostering a culture of continuous learning and high performance.
• Conduct regular coaching sessions to help sellers set and achieve ambitious goals.

Community Building

• Foster a sense of community among sellers, encouraging collaboration, knowledge sharing, and peer support.
• Organize virtual meet‑ups, webinars, and peer‑to‑peer learning sessions.
• Champion seller success stories in internal newsletters and external marketing channels.

Continuous Learning

• Stay current on industry trends, emerging technologies, and best practices in live commerce and customer success.
• Represent brighthush at industry conferences, webinars, and thought‑leadership events.
• Share insights with the broader organization to drive innovation and best practices.

Key Success Metrics

• Seller retention rate (quarterly and annual)
• Revenue growth per seller cohort
• Seller satisfaction score (CSAT)
• Time to first sale for new sellers
• Number of new sellers onboarded per quarter
• Cross‑sell and upsell revenue generated through seller programs

Essential Qualifications

• Minimum 2 years of experience in a customer‑facing or revenue‑driving role where trust, urgency, and follow‑through were critical.
• Proven ability to build strong relationships, navigate objections, and motivate action.
• Strong analytical judgment: comfortable using data to spot patterns, prioritize sellers, and measure progress.
• High ownership and resourcefulness: willing to dive deep, tackle unglamorous tasks, and find solutions that help sellers succeed.
• Speed and adaptability: able to ramp quickly, respond to changing priorities, and deliver immediate impact.
• Excellent communication skills: able to articulate complex ideas clearly to both sellers and internal stakeholders.
• Comfort with accountability: able to give direct, helpful feedback when sellers need to adjust behavior or commitments.
• Passion for the live‑commerce space and a genuine curiosity about our product, categories, and seller communities.

Preferred Qualifications & Bonus Signals

• Experience working with creators, merchants, brands, or small businesses in a marketplace setting.
• Track record of growing revenue, retention, engagement, or adoption for a customer or partner portfolio.
• Hands‑on experience building or improving customer success, onboarding, sales, or partnership playbooks in a startup environment.
• Collaboration with category, sales, or operations teams to enhance the customer experience.
• Ownership of a book of business, seller cohort, or partner portfolio with measurable growth goals.
• AI‑forward mindset: actively seeking ways to leverage modern tools to accelerate decision‑making and reduce manual work.

Skills & Competencies

• Strategic thinking with a focus on long‑term seller success.
• Data literacy: comfortable with dashboards, SQL, and Excel.
• Project management: ability to juggle multiple initiatives and deliver on time.
• Empathy and active listening: understand seller pain points and translate them into actionable guidance.
• Influence and negotiation: persuade cross‑functional teams to prioritize seller needs.
• Resilience: thrive in a fast‑paced, ambiguous environment.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our marketplace. As a senior member of the Customer Success team, you’ll have the chance to:

• Lead the design and execution of the seller success strategy across the entire platform.
• Mentor junior team members and shape the culture of customer success within the organization.
• Collaborate with product and engineering to influence roadmap decisions that directly impact seller experience.
• Take on leadership roles in cross‑functional initiatives, such as launching new seller programs or expanding into new markets.
• Participate in industry conferences, webinars, and thought‑leadership opportunities to position yourself as a subject matter expert.
• Earn professional certifications in customer success, data analytics, or project management through our learning budget.
• Advance into Director or VP roles within Customer Success, Product, or Marketplace Operations.

Work Environment & Culture

brighthush values flexibility, collaboration, and a strong sense of community. While we operate as a remote‑first organization, we also maintain physical hubs in New York City, Los Angeles, and San Francisco to facilitate in‑person planning, problem‑solving, and connection.

• Regular in‑person gatherings at our global hubs to foster teamwork and innovation.
• Flexible work arrangements that support work‑life balance.
• A culture of experimentation, where ideas are tested, iterated, and scaled based on data.
• Open communication channels across all levels of the organization.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Annual hackathons and innovation days that encourage cross‑departmental collaboration.

Compensation, Perks, and Benefits

While specific figures vary by location and role, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to seller growth and retention metrics.
• Health insurance options (medical, dental, vision) for employees and their families.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work‑from‑home support and a home office setup allowance.
• Monthly allowances for cell phone, internet, and wellness activities.
• Annual childcare stipend and lifetime benefits for family planning.
• 401(k) retirement plan with employer match (up to 4% of base salary) in the U.S., and pension plans internationally.
• Dog‑fooding budget to keep you connected to the product as both a buyer and a seller.
• 16 weeks of paid parental leave plus a gradual return‑to‑work program.
• Professional development stipend and access to industry conferences.
• Employee stock purchase plan and equity options for long‑term ownership.

How to Apply

If you’re ready to shape the future of live commerce, build lasting relationships with sellers, and drive measurable growth at brighthush, we’d love to hear from you.

Submit your application through our careers portal or click the link below to explore this exciting opportunity.

Apply to Join brighthush Today

Equal Opportunity Employer

brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other protected characteristic.