Senior Enterprise Customer Success Analyst – Digital Marketing & Platform Adoption Specialist at brighthush

Welcome to brighthush: Where Innovation Meets Impact

At brighthush, we’re redefining the way enterprise organizations harness digital marketing and website platforms to drive growth, engagement, and measurable results. Our mission is simple yet powerful: empower our clients to achieve more by delivering intuitive, data‑driven solutions that unlock the full potential of their digital assets. As a leading provider of cutting‑edge marketing technology, we partner with wealth management firms, advisors, and home‑office teams to streamline operations, enhance customer experiences, and accelerate business outcomes.

We’re looking for a seasoned Enterprise Customer Success Analyst who thrives on building lasting relationships, solving complex problems, and turning data into actionable insights. If you’re passionate about helping clients succeed while advancing your own career in a collaborative, forward‑thinking environment, brighthush is the place for you.

Key Responsibilities

As a central point of contact for our enterprise clients, you will own the end‑to‑end customer experience across onboarding, adoption, and ongoing support. Your day‑to‑day activities will include:

• Client Relationship Leadership: Build and nurture trusted partnerships with program administrators and key stakeholders, gaining deep insight into their business objectives, program structures, and platform needs.
• Strategic Program Management: Lead purposeful client meetings and program reviews, setting clear agendas, delivering relevant insights, and documenting actionable recommendations with follow‑through plans.
• Data‑Driven Optimization: Translate usage metrics, performance reports, and client feedback into practical strategies that improve adoption, engagement, and program outcomes.
• Service Delivery Coordination: Plan and align service delivery with client priorities, program standards, and operational commitments, ensuring seamless execution.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Support teams to demonstrate platform value, identify upsell opportunities, and advocate for client needs.
• Issue Resolution & Escalation Management: Serve as the primary point of contact for inquiries, incidents, and technical escalations, coordinating resources and maintaining clear communication until resolution.
• Root Cause Analysis & Ticketing: Investigate issues methodically, distinguish product defects from configuration or training gaps, and create detailed Jira tickets with reproduction steps and business impact.
• Proactive Support & Process Improvement: Identify recurring issues, implement proactive support measures, and drive continuous improvement initiatives to reduce downtime and support effort.
• Live Training & Knowledge Transfer: Deliver engaging live training sessions for administrators and end users, tailoring content to roles, experience levels, and goals.
• Documentation & Knowledge Management: Maintain up‑to‑date client documentation, stakeholder information, program details, meeting notes, and action plans.
• Project Leadership: Lead cross‑functional initiatives or projects as needed, sharing insights that enhance service delivery, training, and the overall client experience.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Account Coordination, Account Management support, Client Services, Implementation, or a similar customer‑facing role.
• Proven track record of managing a book of business in a SaaS, technology, digital marketing, or financial services environment.
• Hands‑on experience coordinating client onboarding, training, implementation, or ongoing account support activities.
• Strong cross‑functional collaboration skills with Sales, Delivery, Support, and other internal teams.
• Excellent written and verbal communication, with the ability to present complex concepts in a clear, concise manner.
• High level of organization, project coordination, and follow‑through, with a meticulous attention to detail.
• Analytical mindset, capable of identifying trends, risks, and process improvement opportunities.
• Comfortable working independently, driving tasks forward with minimal oversight.
• Experience with digital marketing platforms, wealth technology, or compliance‑related solutions is a strong asset.
• Experience supporting clients in the wealth management, advisor, or home‑office space is strongly preferred.

Preferred Qualifications & Skills

• Bachelor’s degree in Business, Marketing, Information Technology, or a related field (or equivalent combination of education and experience).
• Proficiency with Salesforce case Apply for this job