Senior Digital Customer Success Specialist – In‑Product Messaging & Technical Integration Expert at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers small businesses, entrepreneurs, non‑profits, and community organizations to thrive in the digital age. With a portfolio of cutting‑edge marketing, customer success, and analytics tools, we help our clients grow online, streamline operations, and build lasting relationships with their audiences. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to our customers. At brighthush, we believe that every team member has the potential to make a measurable impact, and we celebrate the diverse perspectives that drive innovation.

Role Overview

We are looking for a highly motivated, technically savvy Digital Customer Success Specialist to join our Digital Success team. In this role, you will bridge the gap between product design, customer success strategy, and data infrastructure, ensuring that our customers receive the most relevant, timely, and engaging in‑product experiences. You will work closely with cross‑functional partners—including Product, UX, Customer Support, Marketing, and Sales—to design, build, and optimize in‑product guides, messages, and workflows that guide users through the entire customer lifecycle.

Key Responsibilities

Customer‑Centric Design & Delivery

• Collaborate with business stakeholders to translate strategic vision into actionable onboarding, adoption, and retention messaging plans.
• Own the end‑to‑end lifecycle of in‑product guides: from requirement gathering and design to deployment and performance analysis.
• Establish and enforce visual governance, frequency rules, and prioritization frameworks to balance stakeholder requests with product roadmap constraints.
• Provide training and best‑practice guidance to internal teams on in‑app messaging capabilities, analytics, and reporting.
• Serve as the primary point of contact for day‑to‑day project delivery, managing expectations and ensuring on‑time, on‑budget releases.

Technical Development & Integration

• Write clean, maintainable JavaScript, HTML, and CSS to create custom guide layouts, interactive UI components, and dynamic targeting logic.
• Perform data discovery and profiling to map feature and page tags, ensuring accurate metadata flow between systems.
• Design, build, and test in‑app messaging experiences, including A/B tests and multivariate experiments.
• Integrate the in‑product messaging platform with core systems—such as CRM, customer success, and analytics platforms—using webhooks, APIs, and data pipelines.
• Document tag architecture, guide logic, and segmentation rules in a clear, reusable format for future teams.

Analytics & Continuous Improvement

• Track guide performance metrics (open rates, completion rates, conversion impact) and translate insights into actionable recommendations.
• Identify opportunities to iterate, expand, or sunset guides based on data‑driven evidence and customer feedback.
• Collaborate with the data team to build dashboards and reporting tools that provide real‑time visibility into guide effectiveness.

Essential Qualifications

• Minimum 3 years of experience in Digital Customer Success, In‑Product Messaging, or Product Operations.
• Hands‑on expertise building, managing, and optimizing in‑product experiences using a platform such as brighthush or a comparable tool.
• Proficiency in JavaScript, HTML/CSS, custom event tagging, and API integrations.
• Strong eye for UI/UX design, with the ability to create polished, brand‑aligned guides that feel native to the product.
• Experience analyzing guide performance, user pathways, and downstream adoption using analytics tools.
• Experience integrating in‑product messaging platforms with customer success or CRM systems.

Preferred Qualifications

• Advanced knowledge of data modeling, tagging strategies, and metadata management.
• Experience with A/B testing frameworks and statistical analysis of experiment results.
• Familiarity with agile development practices and cross‑functional sprint planning.
• Background in customer‑centric product design and user research.

Skills & Competencies

• Technical proficiency: JavaScript, HTML, CSS, API integration, event tracking.
• Analytical mindset: ability to interpret data, derive insights, and recommend optimizations.
• Project management: juggling multiple initiatives, prioritizing tasks, and meeting deadlines.
• Communication: clear verbal and written skills, comfortable presenting to stakeholders at all levels.
• Collaboration: thrives in a team environment, actively seeks feedback, and mentors peers.
• Self‑direction: proactive learner who can translate business concepts into technical solutions.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Digital Customer Success Specialist, you will:

• Take ownership of high‑impact projects that shape the customer experience across the entire product suite.
• Work alongside seasoned product leaders, data scientists, and UX designers, gaining exposure to all facets of product development.
• Participate in stretch assignments that broaden your skill set—from advanced analytics to strategic roadmap planning.
• Access a robust learning ecosystem, including internal workshops, mentorship programs, and external conference sponsorships.
• Advance into senior roles such as Customer Success Lead, Product Operations Manager, or Director of Customer Experience.

Work Environment & Company Culture

brighthush champions a hybrid work model that blends the flexibility of remote work with the collaborative energy of our office hubs. You will enjoy:

• Flexible scheduling that respects your work‑life balance.
• Regular in‑person meetups, live training sessions, and social events to foster community.
• A culture of psychological safety where ideas are welcomed, experimentation is encouraged, and failures are treated as learning opportunities.
• Commitment to diversity, equity, and inclusion—our teams reflect the communities we serve, and we actively support underrepresented voices.
• Transparent communication from leadership, with quarterly town halls and open Q&A sessions.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: $67,840 – $75,000 USD per year, commensurate with experience.
• Performance Bonus: Eligible for on‑target bonus based on individual and company performance.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including mental health support.
• Paid Time Off: Generous PTO, including vacation, sick leave, and personal days.
• Retirement Savings: 401(k) plan with company match.
• Professional Development: Annual budget for courses, certifications, and conference attendance.
• Employee Perks: Remote work stipend, wellness allowances, and flexible benefits.

How to Apply

Ready to make a tangible impact on the way businesses grow online? Submit your application through our careers portal and include a cover letter that highlights your experience with in‑product messaging, technical integrations, and customer success initiatives.

Why brighthush?

• We celebrate differences and foster an inclusive culture where every voice matters.
• Our mission is to empower organizations of all sizes to achieve their dreams—your work will directly contribute to that vision.
• We provide ample opportunities for professional growth, mentorship, and skill development.
• Our hybrid model offers the best of both worlds: remote flexibility and vibrant in‑office collaboration.

Application Deadline: 30 days from posting. We may fill this position earlier if a suitable candidate is identified.

Join brighthush and help shape the future of customer success through innovative in‑product experiences. We look forward to welcoming you to our team!