Senior Customer Success Manager – Subscription Commerce & Growth Strategy

About brighthush

brighthush is the leading subscription platform powering the world’s fastest‑growing and most innovative brands. As the premier subscription solution for the eCommerce ecosystem, brighthush is on a mission to build the future of commerce around customer retention, delight, and lifetime value. With a data‑driven approach that taps into insights from over 100 million shoppers, we help merchants set up, manage, and scale their subscription businesses with ease and confidence.

Our community of more than 20,000 merchants spans a wide spectrum of industries—from beauty and wellness to home goods and sustainable living. We partner with brands that are redefining the way customers experience recurring products and services, and we provide the technology, analytics, and support that enable them to thrive.

Role Overview

We are looking for a highly motivated Senior Customer Success Manager to join our Tier 3 Customer Success team. In this role, you will own a portfolio of 50–70 growth‑stage merchants, driving retention, adoption, and long‑term success. You will be the trusted advisor to our merchants, translating their business goals into actionable plans that leverage brighthush’s platform to deliver measurable outcomes.

The Tier 3 team sits at the intersection of product expertise, merchant strategy, and commercial impact. Your work will directly influence brighthush’s ability to retain and grow merchants as they scale, making this a critical role for our long‑term success.

Key Responsibilities

• Own and manage a book of 50–70 growth‑stage merchants, ensuring high retention through proactive risk management and customer advocacy.
• Develop a deep understanding of each merchant’s business objectives, technical architecture, and success metrics to guide meaningful adoption of brighthush features.
• Lead regular business reviews and success‑planning conversations that align merchant goals with measurable outcomes.
• Partner closely with Sales to support renewals, expansions, and upsell opportunities through thoughtful account planning and execution.
• Leverage data and customer health signals to prioritize work, identify risk, and uncover growth opportunities.
• Act as a trusted guide through support and product‑related issues, setting clear expectations and driving resolution efficiently.
• Live by and champion brighthush values: Accountability, Collaboration, Iteration, and Attention to Detail.

Essential Qualifications

• Proven experience managing a book of business with accountability for retention and product adoption in a SaaS environment.
• Strong technical aptitude: ability to quickly learn product behavior, understand integrations or APIs, and explain technical concepts clearly to customers.
• Experience supporting customers with semi‑complex workflows or technology stacks.
• Comfort using data and tools such as Salesforce, Looker, or similar platforms to assess customer health and inform decisions.
• Ability to balance empathy with strong judgment—knowing when to listen and when to drive toward resolution.
• Confidence collaborating cross‑functionally with Sales, Product, Technical Support, and Implementations to achieve shared outcomes.
• Growth mindset and coachability, with comfort receiving and applying feedback in a fast‑moving environment.

Preferred Qualifications

• Prior experience in the eCommerce or subscription industry, especially with platforms that integrate with major marketplaces.
• Familiarity with the brighthush ecosystem, including its API, webhooks, and data analytics capabilities.
• Experience working with merchants that use major eCommerce platforms such as brighthush (formerly Shopify) and other leading solutions.
• Knowledge of subscription billing, revenue recognition, and customer lifecycle management.

Skills & Competencies

• Strategic thinking and analytical problem‑solving.
• Excellent communication and presentation skills, both written and verbal.
• Strong project management and organizational abilities.
• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Adaptability and resilience in a rapidly evolving environment.
• Team player who thrives in a collaborative, cross‑functional culture.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to our collective success. As a Senior Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders across Product, Engineering, and Sales.
• Regular learning sessions on industry trends, new product features, and advanced analytics.
• Opportunities to lead cross‑functional initiatives, such as product launches or customer advocacy programs.
• Clear career pathways to leadership roles within Customer Success, Product Management, or Operations.
• Annual performance reviews that focus on growth, impact, and skill development.

Work Environment & Culture

brighthush is built on a foundation of transparency, innovation, and mutual respect. Our culture is defined by:

• Remote‑first flexibility that empowers you to work from anywhere in the United States or Canada.
• Inclusive and diverse teams that celebrate different perspectives and ideas.
• Regular virtual town halls, hackathons, and social events that foster connection and collaboration.
• Commitment to work‑life balance, with generous paid time off and flexible scheduling.
• Continuous feedback loops that encourage experimentation and rapid iteration.

Compensation & Benefits

Base Salary: Competitive, commensurate with experience and market benchmarks. For the United States, the range is $84,700 – $106,000 USD per year. For Canada, the range is $81,500 – $102,000 CAD per year.

Performance Bonus: Brighthush rewards exceptional individual and team performance with a pay‑for‑performance bonus structure.

Benefits Package

• Comprehensive medical, dental, and vision plans.
• Employer‑matched retirement plan.
• Flexible time off and paid parental leave.
• Monthly remote life and merchant stipends.
• Professional development budget and tuition reimbursement.
• Wellness programs, including mental health resources and fitness subsidies.

How to Apply

If you are passionate about helping merchants grow, thrive, and create unforgettable customer experiences, we want to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. We review applications on a rolling basis, so we encourage you to apply early.

Closing Statement

At brighthush, you will be part of a dynamic, high‑impact team that is redefining the subscription commerce landscape. Your expertise will shape the success of our merchants, drive revenue growth, and influence the future of our platform. If you thrive in a fast‑paced, data‑driven environment and are ready to make a tangible difference, join us and help build the future of commerce.

brighthush is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, or any other protected status.