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

About brighthush

brighthush is a mission‑driven SaaS company that empowers local businesses to thrive both online and offline. With a portfolio that spans floristry, food, liquor, and specialty retail, we deliver industry‑specific software that levels the playing field between small merchants and large aggregators. Founded in 2011, brighthush has evolved from a niche floral marketplace into a full‑stack platform that supports thousands of entrepreneurs across the United States. Our headquarters sit just steps from the Santa Monica beachfront, but our team is distributed worldwide, allowing us to tap into diverse talent and perspectives.

We are backed by leading venture capital firms such as brighthush, brighthush, and brighthush, and have been recognized by brighthush as one of the “5 Sizzling Silicon Beach Startups to Watch.” At brighthush, we pride ourselves on a culture of transparency, rapid iteration, and a flat hierarchy that encourages every voice to shape the future of local commerce.

Why This Role Matters

As a 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.

Key Responsibilities

• Portfolio Ownership: Manage a dedicated book of business, acting as the primary point of contact for all partner interactions.
• Retention & Growth: Drive high retention rates by building trust, delivering proactive support, and identifying upsell opportunities.
• Team Collaboration: Supervise and mentor a team of five offshore representatives, delegating tasks, reviewing quality, and ensuring seamless handoffs to our restaurant and floral partners.
• Process Optimization: Continuously assess and refine support workflows, eliminating bottlenecks and improving efficiency.
• Issue Management: Triaging incoming support tickets via email and phone, diagnosing problems, and escalating bugs to engineering when necessary.
• Advocacy & Evangelism: Champion brighthush’s products to partners, showcasing best practices and new features that help them connect with their communities.
• Data‑Driven Insights: Analyze support trends, identify systemic issues, and propose product or process improvements to enhance the partner experience.
• Cross‑Functional Liaison: Work closely with Sales, Product, Engineering, and Marketing to align partner needs with roadmap priorities.

Essential Qualifications

• Minimum of 1 year in a Customer Success or Account Management role, managing a dedicated portfolio.
• 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.

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.

Skills & Competencies

• Empathy & Relationship Building: Ability to connect with partners on a personal level, understanding their unique challenges.
• Problem‑Solving: Approach complex issues with calm, structured thinking and a proactive mindset.
• Leadership: Inspire and guide offshore reps, fostering a culture of accountability and continuous improvement.
• Adaptability: Thrive under pressure, pivoting quickly when priorities change.
• Communication: Articulate ideas clearly across multiple channels, from email to live calls.
• Strategic Thinking: Translate partner feedback into actionable product or process enhancements.

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.
• Regular mentorship from senior leaders and cross‑functional peers.
• Access to industry conferences, workshops, and online courses.
• Hands‑on experience with cutting‑edge SaaS tools and data analytics platforms.

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.
• Open office spaces in Santa Monica and a fully remote option for global talent.
• Weekly team lunches, a fully stocked snack bar, and occasional offsite retreats.
• Inclusive hiring practices that celebrate diversity of thought and background.
• Regular “innovation sprints” where employees can pitch new ideas to senior leadership.

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.
• Transportation stipend covering parking, rideshare, or metro passes.
• Company‑provided tech gear (MacBook Pro, monitors, accessories).
• Generous paid time off and flexible work arrangements.
• Annual professional development budget.

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.