Senior Enterprise Customer Success Manager – Leading Global Marketplace Growth, Retention, and AI‑Powered Analytics for brighthush Sellers
About brighthush
brighthush is a trailblazing technology powerhouse that empowers e‑commerce sellers to dominate the world’s most influential marketplaces. By seamlessly blending artificial intelligence, machine learning, and real‑time data analytics, we transform raw marketplace data into crystal‑clear, actionable insights. These insights help sellers pinpoint the most profitable products, monitor category momentum, and fine‑tune pricing strategies. Our mission is simple yet powerful: turn complex marketplace data into data‑driven decisions that accelerate profitability and scale businesses worldwide.
Founded in 2016, brighthush has evolved into a global, tech‑centric organization with offices in Lisbon, São Paulo, Riga, and Shanghai. We operate as a single, cross‑functional team that shares knowledge, collaborates across borders, and innovates together. Whether you’re based in Portugal, Brazil, Latvia, or China, you’ll be part of a culture that values curiosity, agility, and an unwavering focus on customer success.
Why This Role Matters
As the Senior Enterprise Customer Success Manager, you will be the linchpin between our most strategic marketplace seller accounts and the full spectrum of brighthush’s product, data science, and engineering capabilities. You will translate complex marketplace metrics into clear, actionable recommendations that drive revenue, improve margins, and secure long‑term loyalty. Your influence will shape product roadmaps, inform pricing strategies, and elevate the overall customer experience. In short, you will be the catalyst that turns data into growth for our clients and for brighthush.
Key Responsibilities
In this role you will:
- Own the end‑to‑end client journey – from initial onboarding and adoption to renewal and expansion, ensuring continuous value delivery and customer satisfaction.
- Lead data‑rich business reviews – conduct monthly and quarterly reviews with client leadership, highlighting performance trends, uncovering growth opportunities, and setting actionable goals.
- Translate marketplace data into insights – analyze metrics from brighthush marketplaces, and provide personalized recommendations that drive sales and margin growth.
- Drive retention and expansion revenue – identify upsell and cross‑sell opportunities within existing accounts, build compelling business cases for additional modules or services, and negotiate renewal terms.
- Advocate for customers internally – gather deep customer feedback through interviews, demos, and data reviews, and champion their needs in product road‑mapping and engineering discussions.
- Maintain a high client satisfaction index – proactively address issues, manage expectations, and ensure a seamless client experience across all touchpoints.
- Engage with the industry – travel to key client sites and attend industry events (2–3 trips per year plus ad‑hoc visits) to strengthen relationships and stay ahead of market trends.
- Collaborate cross‑functionally – work closely with product, engineering, data science, and marketing teams to align client needs with feature development and go‑to‑market strategies.
- Mentor junior team members – share best practices, provide coaching on data storytelling, and help build a high‑performance customer success culture.
Essential Qualifications
We expect you to bring a blend of strategic thinking, analytical rigor, and commercial acumen:
- Account Ownership Experience – Proven track record managing large marketplace seller or brand accounts, covering onboarding, adoption, business review cadence, renewal, and expansion.
- Marketplace Metrics Expertise – Deep understanding of brand‑side metrics such as category share by value and units, 1P vs 3P dynamics, assortment and availability, BuyBox performance, average ticket size, and unauthorized seller detection.
- Price Policy Compliance Knowledge – Experience ensuring brand compliance with price policies, including monitoring suggested vs. actual prices, tracking listings inside/outside policy, and managing EAN/SKU matching.
- Data‑Driven Decision Making – Ability to read raw marketplace data, interpret its commercial implications, and craft clear, actionable recommendations that clients can implement immediately.
- Senior‑Level Presentation Skills – Comfortable presenting to senior stakeholders such as brand managers, e‑commerce heads, and commercial directors, translating complex data into compelling narratives.
- Commercial Negotiation & Expansion – Demonstrated success in building expansion cases, negotiating renewals, and collaborating with procurement teams to secure long‑term contracts.
- Composure in Challenging Situations – Skilled at navigating difficult conversations, addressing data discrepancies or missed deliverables without damaging relationships.
- AI & LLM Proficiency – Daily practical use of large language models (LLMs) and AI agents to enhance analysis, reporting, and client interactions.
Preferred Qualifications
- English language proficiency at B2 level or higher.
- Spanish language skills – a valuable asset for engaging with our Latin American client base.
- Experience working in a fast‑paced, global tech environment.
- Background in e‑commerce, data analytics, or marketplace operations.
Skills & Competencies
- Strategic Account Management – Ability to develop long‑term account plans that align with client business objectives.
- Analytical Thinking – Strong quantitative skills and comfort with data visualization tools.
- Communication & Storytelling – Clear, concise communication tailored to diverse audiences.
- Collaboration & Influence – Proven ability to work cross‑functionally and influence product and engineering teams.
- Problem‑Solving – Creative approach to resolving client challenges and turning data into solutions.
- Adaptability – Thrive in a dynamic environment with evolving priorities and technologies.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. As an Enterprise Customer Success Manager you will:
- Gain exposure to cutting‑edge AI and analytics technologies, deepening your expertise in machine learning and data science.
- Collaborate with product, engineering, and data science teams, providing you with a holistic view of the product lifecycle.
- Participate in global workshops, hackathons, and industry conferences, expanding your network and skill set.
- Advance into senior leadership roles such as Director of Customer Success, Head of Enterprise Accounts, or even VP of Customer Experience.
- Benefit from a mentorship program that pairs you with senior leaders across the organization.
- Access to continuous learning resources, including internal knowledge bases, external certifications, and a dedicated learning budget.
Work Environment & Culture
brighthush thrives on a culture of innovation, inclusivity, and continuous learning. Key cultural pillars include:
- Global Collaboration – Work with colleagues from Portugal, Brazil, Latvia, and China, sharing best practices and insights across time zones.
- Data‑First Mindset – Every decision is backed by data, encouraging curiosity and evidence‑based problem solving.
- Agile Methodology – Rapid iteration, frequent feedback loops, and a focus on delivering value quickly.
- Employee Well‑Being – Flexible remote work, mental health resources, and a supportive environment that values work‑life balance.
- Diversity & Inclusion – A commitment to building a diverse team where every voice is heard and respected.
- Recognition & Celebration – Regular shout‑outs, peer recognition programs, and company‑wide celebrations of milestones.
Compensation & Benefits
While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:
- Base salary commensurate with market standards for mid‑level enterprise customer success roles.
- Performance‑based bonuses tied to client retention, expansion, and satisfaction metrics.
- Flexible employment options – starting with PJ employment and the possibility to transition to CLT employment later.
- Comprehensive health and dental coverage for you and your dependents.
- Generous paid time off, including vacation, sick leave, and public holidays.
- Professional development budget for courses, certifications, and conference attendance.
- Access to cutting‑edge AI tools and resources to support your day‑to‑day work.
- Employee stock‑option program, aligning your success with the company’s growth.
- Wellness stipend, flexible work hours, and a supportive remote‑first culture.
How to Apply
Ready to join a dynamic, data‑driven team that is reshaping the e‑commerce landscape? Submit your application through our careers portal. We encourage you to review our Candidate Privacy Notice before applying. By responding to this vacancy, you acknowledge that you have read our privacy notice.
We look forward to exploring how your expertise can help our clients unlock new growth opportunities and how brighthush can support your professional journey.