Senior Enterprise Customer Success Manager – New York City – Driving Revenue Growth, Retention Excellence, and Strategic Partnerships for Leading E‑Commerce Brands at brighthush

About brighthush

brighthush is the world’s leading unified customer marketing platform for e‑commerce brands. By seamlessly integrating Reviews, Loyalty, Referrals, Quizzes, and Surveys into a single, data‑driven ecosystem, we empower merchants to turn every shopper into a lifelong advocate. Trusted by thousands of high‑growth brands across the globe, our technology amplifies advocacy, boosts lifetime value, and accelerates revenue—all while delivering a frictionless, engaging customer experience.

Our mission is simple: help brands build sustainable, customer‑centric growth engines that thrive in a hyper‑competitive marketplace. We do this by combining cutting‑edge technology, actionable analytics, and a culture of relentless customer obsession.

Why This Role Matters

As a Senior Enterprise Customer Success Manager, you will be the linchpin that connects our platform to the brands that rely on it for their most critical growth initiatives. Your strategic guidance will directly influence how merchants drive repeat purchases, increase average order value, and unlock new revenue streams through advocacy. In short, you will be the catalyst that turns data into tangible business outcomes for our most valuable customers.

Your Impact

• Drive net revenue retention (NRR) and gross retention (GRR) above industry benchmarks.
• Accelerate multi‑product adoption, ensuring merchants extract maximum value from the full brighthush suite.
• Identify and mitigate churn risk early, preserving long‑term relationships.
• Lead renewal negotiations that secure multi‑year, multi‑product agreements.
• Translate product usage into measurable business metrics such as AOV, LTV, and CAC efficiency.
• Serve as the primary voice of the customer for product teams, shaping future roadmap priorities.
• Mentor junior team members and contribute to the evolution of enterprise success playbooks.

Key Responsibilities

Strategic Account Leadership

• Own a high‑ARR portfolio of enterprise merchants, consistently achieving quarterly NRR ≥ 110% and GRR ≥ 95%.
• Develop custom success plans that align with each merchant’s business objectives, peak retail periods, and product roadmap.
• Conduct executive business reviews (EBRs) that link platform impact to revenue, AOV, LTV, repeat rate, and CAC.
• Maintain an account health dashboard that tracks usage, engagement, and risk indicators.

Growth & Expansion

• Identify cross‑sell and upsell opportunities across the brighthush ecosystem.
• Partner with Account Management to scope, price, and close expansion deals, contributing to annual expansion revenue ≥ 20% of the book value.
• Champion adoption of new features and integrations, ensuring merchants stay ahead of industry trends.

Risk Management & Retention

• Leverage data analytics to spot early churn signals and mobilize cross‑functional resources.
• Implement proactive retention strategies, including targeted campaigns, usage nudges, and executive outreach.
• Maintain CSAT ≥ 90% and NPS ≥ 50 across the enterprise book.

Product Advocacy & Feedback Loop

• Act as the primary conduit between enterprise merchants and product teams.
• Collect, prioritize, and communicate feature requests, integration gaps, and competitive insights.
• Track the adoption of product feedback items into the roadmap and report on impact.

Team Mentorship & Culture

• Share best practices, create playbooks, and mentor junior Customer Success Managers.
• Champion brighthush values—One Team, Customer Champion, Excellence, Extreme Ownership, Integrity, and Day One Mindset—in all interactions.
• Participate in cross‑functional initiatives that shape product strategy, go‑to‑market plans, and partner ecosystems.

Success Metrics

• Quarterly NRR ≥ 110% and GRR ≥ 95% across the enterprise book.
• Annual expansion revenue ≥ 20% of the total book value.
• Time to first value (TTV) for new merchants ≤ 30 days.
• CSAT ≥ 90% and NPS ≥ 50.
• Number of cross‑sell and upsell deals closed per quarter.
• Number of product feedback items adopted into the roadmap.

Essential Qualifications

• 5+ years of experience in enterprise customer success, account management, or strategic accounts at a B2B SaaS company.
• Proven track record owning a multi‑million‑dollar book of business and consistently hitting NRR, GRR, and expansion targets.
• Strong commercial acumen and executive presence; comfortable leading data‑driven conversations with CMOs and VPs of e‑commerce.
• Experience leading renewal cycles, expansion pricing, and executive‑level negotiations in partnership with sales.
• Deep familiarity with the brighthush ecosystem and the modern e‑commerce retention stack.
• Skilled at building executive relationships, leading quarterly business reviews, and translating product usage into measurable business outcomes.
• Excellent written and verbal communication; able to write clearly under pressure and present confidently to senior stakeholders.
• Highly organized and operationally rigorous; able to manage a complex book of accounts without dropping balls.
• Bonus: Prior experience working with brighthush Plus brands or other tools in the e‑commerce retention stack.

Preferred Qualifications

• Experience with headless commerce platforms and omni‑channel marketing strategies.
• Background in data analytics and ability to leverage insights to drive customer success outcomes.
• Knowledge of industry best practices for reviews, loyalty, referrals, quizzes, and surveys.
• Previous exposure to enterprise‑scale product adoption and cross‑sell initiatives.

Skills & Competencies

• Strategic thinking and analytical mindset.
• Exceptional stakeholder management and influence.
• Data‑driven decision making and strong quantitative skills.
• Proficiency with CRM, analytics, and customer success platforms (e.g., Salesforce, Gainsight).
• Project management and cross‑functional collaboration.
• Adaptability and resilience in a fast‑paced environment.
• Passion for customer advocacy and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we view your professional development as a partnership. As a Senior Enterprise Customer Success Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Enterprise Success.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and partner ecosystems.
• Participate in mentorship programs, industry conferences, and continuous learning workshops.
• Collaborate with global teams, gaining exposure to diverse markets and customer segments.
• Own a portfolio of high‑impact accounts that directly influence the company’s revenue trajectory.

Work Environment & Company Culture

brighthush thrives on a culture of One Team, Customer Champion, Excellence, Extreme Ownership, Integrity, and Day One Mindset. We value:

• Trust, respect, and collaboration across all levels.
• Data‑backed decision making and a bias for action.
• Agility over bureaucracy, velocity over perfection, and outcomes over process.
• Transparent communication and a commitment to continuous improvement.
• Celebrating wins—both big and small—through regular shout‑outs and recognition.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to NRR, GRR, and expansion metrics.
• Fully employer‑paid health, dental, and vision insurance.
• Generous paid time off (4 weeks PTO, 11 holidays, sick, bereavement, and jury duty leave).
• 12 weeks of paid family leave.
• Professional development budget and access to industry events.
• Remote work flexibility within the USA or the option to work from a local WeWork space.
• Equity participation in a company that is scaling rapidly.
• Employee wellness programs, including gym memberships and mental health resources.

Why Join brighthush?

By joining brighthush, you’ll be part of a fast‑growing, mission‑driven company that is redefining how brands connect with their customers. You’ll:

• Work with a passionate team that values innovation and customer obsession.
• Influence product direction through real‑world feedback from high‑growth merchants.
• Help brands unlock new revenue streams through customer advocacy and retention.
• Be part of a culture that rewards ownership, creativity, and results.
• Enjoy a flexible, inclusive, and supportive work environment that values work‑life balance.

How to Apply

Ready to make a tangible impact on the success of leading e‑commerce brands? Submit your application through our careers portal or reach out directly to our recruiting team. We look forward to exploring how your expertise can help brighthush continue to empower brands worldwide.