Senior Customer Success Team Lead – Championing Growth, Retention, and Partner Advocacy for Innovative SaaS Solutions at brighthush

About brighthush

brighthush is a purpose‑driven SaaS powerhouse that empowers local merchants to thrive in an increasingly digital marketplace. Since our founding in 2011, we have evolved from a niche floral marketplace into a full‑stack platform that serves thousands of entrepreneurs across the United States. Our portfolio spans floristry, food, liquor, and specialty retail, delivering industry‑specific software that levels the playing field between small merchants and large aggregators. With headquarters just steps from the Santa Monica beachfront and a distributed team that spans the globe, we blend the best of in‑office collaboration with the flexibility of remote work.

We are backed by leading venture capital firms—brighthush, brighthush, and brighthush—and have been honored by brighthush as one of the “5 Sizzling Silicon Beach Startups to Watch.” At brighthush, transparency, rapid iteration, and a flat hierarchy are not buzzwords; they are the foundation of our culture. Every team member, from the newest hire to the executive suite, has a seat at the table and a voice that shapes the future of local commerce.

Why This Role Matters

As Senior Customer Success Team Lead, you will be the linchpin between our partners and the brighthush platform. You will own a portfolio of merchants, ensuring they extract maximum value from our tools, grow their customer base, and remain loyal advocates of our brand. Your leadership will directly influence retention metrics, product adoption, and the overall health of our partner ecosystem. In short, you will be the catalyst that turns satisfied merchants into passionate ambassadors.

Key Responsibilities

• Portfolio Ownership: Manage a dedicated book of business, acting as the primary point of contact for all partner interactions. Own the end‑to‑end customer journey from onboarding through renewal.
• Retention & Growth: Drive high retention rates by building trust, delivering proactive support, and identifying upsell opportunities. Develop and execute account plans that align with each merchant’s business goals.
• Team Leadership: Supervise and mentor a team of five offshore representatives. Delegate tasks, review quality, and ensure seamless handoffs to our restaurant and floral partners. Foster a culture of accountability, continuous improvement, and high performance.
• Process Optimization: Continuously assess and refine support workflows, eliminating bottlenecks and improving efficiency. Champion best practices for ticket triage, knowledge base updates, and escalation protocols.
• Issue Management: Triaging incoming support tickets via email and phone, diagnosing problems, and escalating bugs to engineering when necessary. Own the resolution timeline and keep partners informed at every step.
• Advocacy & Evangelism: Champion brighthush’s products to partners, showcasing best practices and new features that help them connect with their communities. Represent the customer voice in product meetings and roadmap discussions.
• Data‑Driven Insights: Analyze support trends, identify systemic issues, and propose product or process improvements to enhance the partner experience. Build dashboards and reports that track key metrics such as NPS, CSAT, and churn.
• Cross‑Functional Liaison: Work closely with Sales, Product, Engineering, and Marketing to align partner needs with roadmap priorities. Translate partner feedback into actionable insights that drive product innovation.

Essential Qualifications

• Minimum of 3 years in a Customer Success or Account Management role, managing a dedicated portfolio of merchants.
• Proven track record of maintaining high retention and fostering long‑term partner relationships.
• Strong communication skills in both written and verbal English; bilingual Spanish is a significant advantage.
• Experience leading or coordinating remote teams, with a focus on quality assurance and performance metrics.
• Comfortable working in a fast‑paced, ambiguous environment where priorities shift quickly.
• Tech‑savvy with proficiency in CRM systems (Salesforce), collaboration tools (Confluence, Slack), and proprietary support platforms.
• Demonstrated ability to analyze data, identify trends, and translate findings into actionable strategies.

Preferred Qualifications

• Background in the hospitality or retail sectors, particularly with local merchants.
• Experience with SaaS product adoption and training initiatives.
• Data analysis skills using Excel, Tableau, or similar tools to track KPIs and generate actionable insights.
• Previous exposure to startup culture and a demonstrated ability to thrive in a low‑bureaucracy environment.
• Knowledge of e‑commerce platforms, POS systems, or digital marketing tools.

Skills & Competencies

• Empathy & Relationship Building: Ability to connect with partners on a personal level, understanding their unique challenges and aspirations.
• Problem‑Solving: Approach complex issues with calm, structured thinking and a proactive mindset. Deliver solutions that exceed expectations.
• Leadership: Inspire and guide offshore reps, fostering a culture of accountability, continuous improvement, and high engagement.
• Adaptability: Thrive under pressure, pivoting quickly when priorities change. Embrace ambiguity as an opportunity for growth.
• Communication: Articulate ideas clearly across multiple channels—email, live calls, video conferences, and internal documentation.
• Strategic Thinking: Translate partner feedback into actionable product or process enhancements that drive business outcomes.
• Collaboration: Work seamlessly with cross‑functional teams—Sales, Product, Engineering, Marketing—to deliver a unified partner experience.
• Data Literacy: Build dashboards, interpret metrics, and present insights that inform decision‑making.

Career Growth & Learning Opportunities

At brighthush, your impact is visible from day one. We provide:

• Clear career ladders for Customer Success, Product, and Engineering tracks, with defined milestones and promotion criteria.
• Regular mentorship from senior leaders and cross‑functional peers, including one‑on‑one coaching and peer‑review sessions.
• Access to industry conferences, workshops, and online courses—both paid and self‑paced—so you can stay ahead of market trends.
• Hands‑on experience with cutting‑edge SaaS tools, data analytics platforms, and emerging technologies that shape the future of commerce.
• Opportunities to lead internal initiatives, such as customer advocacy programs, product beta testing, or community outreach projects.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared passion for empowering local businesses. You’ll find:

• Flat organizational structure with minimal hierarchy, enabling quick decision‑making and rapid feedback loops.
• Open office spaces in Santa Monica and a fully remote option for global talent, supported by a robust virtual collaboration ecosystem.
• Weekly team lunches, a fully stocked snack bar, and occasional offsite retreats that foster camaraderie and creativity.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.
• Regular “innovation sprints” where employees can pitch new ideas to senior leadership and see them move from concept to execution.
• Community‑first initiatives, such as partner mentorship programs, local business support events, and charitable giving that align with our mission.

Compensation & Perks

While specific figures vary by experience, we offer a competitive base salary, performance‑based bonuses, and equity/stock options in a rapidly growing company. Additional benefits include:

• Comprehensive medical, dental, and vision coverage for you and your dependents.
• Transportation stipend covering parking, rideshare, or metro passes.
• Company‑provided tech gear (MacBook Pro, monitors, accessories) to ensure you have the tools you need to succeed.
• Generous paid time off, flexible work arrangements, and a 4‑day work week pilot for select teams.
• Annual professional development budget to fund certifications, conferences, or courses of your choice.
• Wellness programs, including virtual fitness classes, mental health resources, and a company‑wide wellness stipend.
• Employee referral bonuses, team‑building retreats, and a culture of recognition through peer‑to‑peer shout‑outs.

How to Apply

If you’re a natural people person with a passion for serving small businesses, a knack for technology, and a drive to make an immediate impact, we want to hear from you. Join brighthush and help us shape the future of local commerce.