Senior Customer Success Partner – Retail, Hospitality & Entertainment Vertical – US Remote – Championing Revenue Growth, Client Loyalty, and Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazing provider of mission‑critical background screening and occupational health solutions that empower Fortune 100 and Global 500 brands to make confident hiring decisions. With a culture rooted in empathy, integrity, and continuous learning, we empower our team members to bring their authentic selves to work, fostering an inclusive environment where every voice is heard. As we accelerate our technology transformation, we’re looking for passionate professionals who thrive in a fast‑moving, data‑driven landscape and want to shape the future of risk management and compliance.

Why This Role Matters

As a Senior Customer Success Partner in the Retail, Hospitality & Entertainment Vertical, you will be the strategic linchpin that drives revenue growth, deepens client relationships, and ensures the seamless delivery of brighthush’s suite of solutions. You’ll partner with C‑level executives, cross‑functional teams, and our technology partners to create value‑centric account plans that unlock new opportunities and cement long‑term loyalty. Your influence will shape the way our clients manage risk, protect their brands, and grow their businesses.

Your Impact as a Senior Customer Success Partner

In this role you will be the trusted advisor who turns data into insight, insight into action, and action into measurable business outcomes. You will own the entire customer lifecycle for a portfolio of high‑value accounts, ensuring that each client receives the highest level of service, the most relevant product mix, and a clear path to success. By blending strategic thinking with operational excellence, you will help our clients achieve their goals while simultaneously driving brighthush’s growth and market leadership.

Key Responsibilities

Strategic Account Management

• Develop and maintain comprehensive account plans that capture customer industry nuances, risk profiles, and growth opportunities. Use data analytics and market research to tailor strategies that resonate with each client’s unique needs.
• Track revenue trends, forecast pipeline health, and analyze competitive dynamics to meet or exceed monthly and annual revenue targets. Provide actionable insights to the sales and product teams to refine offerings and pricing.
• Identify and champion additional brighthush products or solutions that align with evolving client needs, positioning yourself as a trusted advisor who anticipates future challenges.
• Coordinate cross‑functional resources—operations, technology, and analytics to execute account plans and drive market penetration. Facilitate regular alignment meetings and ensure all stakeholders are informed and engaged.
• Deliver quarterly and annual business reviews that showcase ROI, highlight success stories, and outline future roadmaps. Use storytelling techniques to illustrate the tangible impact of our solutions.
• Document and manage action plans, ensuring timely follow‑up and resolution of client issues. Maintain a clean, up‑to‑date record in the CRM to support transparency and accountability.
• Analyze program performance data, recommend enhancements, and intervene proactively to safeguard customer satisfaction. Translate metrics into clear, actionable recommendations for both clients and internal teams.

Contractual & Administrative Excellence

• Manage all contractual documents—MSAs, Statements of Work, SLAs, and SOPs—ensuring compliance and alignment with client expectations. Keep abreast of legal and regulatory changes that may affect contract terms.
• Lead renewal negotiations, crafting value‑driven proposals that reinforce the strategic partnership. Use data‑rich evidence to justify price adjustments and service expansions.
• Respond to RFPs and unsolicited renewal requests with compelling, data‑rich solutions that differentiate brighthush from competitors.
• Oversee monitoring and reporting programs, translating metrics into actionable insights for clients. Provide dashboards and executive summaries that are easy to digest.
• Collaborate with legal and finance teams to streamline contract processes and mitigate risk. Champion best practices for contract lifecycle management across the organization.

Thought Leadership & Best Practices

• Stay current on industry trends, regulatory changes, and emerging technologies that impact background screening and occupational health. Share insights with clients and internal stakeholders to keep brighthush at the forefront of innovation.
• Share best practices across the Customer Success organization, contributing to a culture of continuous improvement. Mentor junior team members and lead knowledge‑sharing sessions.
• Act as a trusted advisor, providing strategic guidance on risk mitigation, compliance, and workforce optimization. Help clients navigate complex regulatory landscapes and operational challenges.

Essential Qualifications

• Bachelor’s degree in Business, Finance, or a related field (or equivalent experience).
• Minimum of 3 years in enterprise account management, with a proven track record of managing complex solutions for strategic national or global accounts.
• Experience cultivating C‑level relationships and influencing decision makers.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel) and CRM platforms (e.g., Salesforce).
• Strong analytical skills, with the ability to interpret data and translate findings into actionable strategies.
• Excellent written and verbal communication skills, capable of presenting to senior executives.
• Demonstrated ability to manage multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Experience in the Retail, Hospitality, or Entertainment industries.
• Background in risk management, compliance, or occupational health services.
• Knowledge of regulatory frameworks such as OSHA, HIPAA, or GDPR.
• Experience with contract negotiation and renewal processes.
• Advanced proficiency in data visualization tools (e.g., Tableau, Power BI).

Skills & Competencies

• Strategic thinking and long‑term planning.
• Relationship building and stakeholder management.
• Data‑driven decision making.
• Problem‑solving and critical thinking.
• Project management and cross‑functional collaboration.
• Adaptability and resilience in a dynamic environment.
• Customer‑centric mindset with a passion for delivering value.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Partner, you will have access to a robust learning ecosystem that includes:

• Mentorship from senior leaders who have shaped the company’s trajectory.
• Regular training on emerging technologies, regulatory updates, and industry best practices.
• Opportunities to lead cross‑departmental initiatives and influence product strategy.
• Clear career pathways into leadership roles such as Director of Customer Success, VP of Client Relations, or Chief Customer Officer.
• Support for professional certifications (e.g., Certified Customer Success Manager, Project Management Professional).

Work Environment & Company Culture

brighthush thrives on a culture of empathy, integrity, and continuous learning. Our remote‑first model empowers you to work from anywhere in the U.S., while still fostering a strong sense of community through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Monthly “Innovation Fridays” where teams pitch new ideas and prototypes.
• Annual retreats that combine team building with wellness activities.
• Inclusive policies that celebrate diversity and encourage authentic self‑expression.
• Access to a digital wellness platform that supports mental and physical health.

Compensation, Perks & Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to revenue growth and client satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to support your future financial goals.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and a fully remote work setup.
• Professional development budget for courses, conferences, and certifications.

How to Apply

Ready to take the next step in your career and help shape the future of risk management? Submit your resume and a cover letter that highlights your experience in enterprise account management, your passion for the Retail, Hospitality & Entertainment sectors, and why you’re excited about joining brighthush. Click the link below to apply:

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Join brighthush Today

At brighthush, we’re not just building a company; we’re building a community of innovators who are committed to making the world a safer, healthier place to work. If you’re a strategic thinker, a relationship builder, and a data‑driven problem solver, we want you on our team. Take the leap, apply now, and let’s create a brighter future together.