Senior Enterprise & Mid‑Market Customer Success Manager – Driving Data‑Powered Growth, Building Strategic Partnerships, and Championing Customer Advocacy at brighthush

About brighthush

In today’s hyper‑connected marketplace, data is no longer a luxury—it’s the lifeblood of every brand that wants to stay ahead. brighthush is at the cutting edge of this transformation, turning raw, real‑time consumer insights into actionable intelligence that fuels smarter, faster, and more impactful marketing decisions. Our cloud‑native platform marries AI‑powered analytics, intuitive research tools, and seamless workflow automation, enabling organizations of all sizes to unlock the full value of their research investments.

As a rapidly scaling player in the martech ecosystem, brighthush is committed to continuous innovation, sustainability, and a culture that celebrates curiosity, collaboration, and lifelong learning. We’re not just a technology company; we’re a community of thinkers, problem‑solvers, and change‑agents who thrive on delivering measurable impact for our clients.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we live by the principles of Trust, Truth, Ownership, Ambition, and Humility. These values guide every interaction, decision, and product iteration. Recognized by leading industry voices for our inclusive workplace, work‑life balance, and commitment to sustainability, brighthush proudly holds brighthush certification and achieved Net Zero emissions in 2021.

Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find opportunities to shape the future of consumer insights, collaborate with world‑class teams, and contribute to a mission that matters.

Position Overview

As a Senior Enterprise & Mid‑Market Customer Success Manager at brighthush, you will become the strategic partner for our mid‑market and enterprise clients. Your mission: ensure they extract maximum value from our platform, achieve their business objectives, and become vocal advocates for our solutions. You will champion customer advocacy, drive adoption, and identify growth opportunities—all while fostering deep, trust‑based relationships across multiple stakeholder layers.

This role is pivotal to our success. You will be the voice of the customer inside brighthush, translating client needs into product enhancements, and driving a culture of continuous improvement. Your influence will span from the executive suite to the front lines of research teams, making you a key player in our growth story.

Key Responsibilities

• Customer Value Champion: Partner with clients to define success metrics, map research objectives to platform capabilities, and deliver tangible ROI. Own the customer journey from onboarding through renewal.
• Onboarding & Training Lead: Collaborate with Sales and Implementation teams to design and execute onboarding roadmaps, ensuring rapid adoption and continuous skill development.
• Platform Expert: Maintain deep expertise in brighthush’s suite of tools, including AI‑driven insights, data visualization, and workflow automation. Provide actionable guidance on best practices and optimization.
• Retention & Growth Strategist: Manage a book of business valued at $5M+ by proactively mitigating churn risks, identifying upsell and cross‑sell opportunities, and partnering with Sales, Professional Services, and Marketing to close expansion deals.
• Relationship Builder: Cultivate trust‑based relationships with C‑suite executives, product owners, and operational leads across client organizations. Serve as the primary internal advocate for customer needs.
• Customer Advocate: Translate client feedback into product enhancements, working closely with Product, Engineering, and Marketing to shape the roadmap.
• Change Agent: Guide clients through digital transformation, helping them adopt new research methodologies and integrate brighthush’s platform into their existing workflows.
• Proactive Problem Solver: Use data analytics to anticipate challenges, develop creative solutions, and implement best‑practice playbooks that scale across the portfolio.
• Process & Scale Leader: Own initiatives that streamline customer success operations, from health scoring to renewal forecasting, ensuring consistent delivery of high‑quality service.
• Team Mentor: Lead by example, coaching junior CSMs, sharing insights, and fostering a culture of excellence across the global team.

Essential Qualifications

• 5+ years of experience in Customer Success or Account Management within the consumer insights or market research sector.
• Proven track record managing a complex book of business (mid‑market & enterprise) with a combined value of $5M+.
• Strong proficiency with BI tools, CRM platforms, and Customer Success Platforms.
• Deep familiarity with AI‑driven productivity tools and data‑centric research solutions.
• Experience crafting detailed success plans, conducting business reviews, and leading discovery workshops.
• Comfortable traveling across the United States (minimum once per month) to conduct on‑site client visits.
• Demonstrated ability to thrive in a SaaS, consumption‑based environment.
• Excellent written and verbal communication skills, with a knack for translating complex data into clear, actionable insights.
• Strong analytical mindset, data‑driven decision making, and a passion for continuous improvement.
• Team player who can collaborate across internal functions (Sales, Product, Engineering, Marketing) and external stakeholders.

Preferred Qualifications

• Experience in a high‑growth startup or scale‑up environment.
• Background in AI or machine‑learning product management.
• Knowledge of industry standards such as ISO 9001 or GDPR compliance.
• Prior exposure to sustainability‑focused initiatives.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Data Analysis & Insight Generation
• Cross‑Functional Collaboration
• Change Management & Adoption
• Negotiation & Influence
• Project Management & Process Improvement
• Mentoring & Coaching

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is as dynamic as our product roadmap. You’ll have the chance to:

• Lead cross‑functional initiatives that shape the future of our platform.
• Mentor and develop the next generation of Customer Success leaders.
• Participate in industry conferences, speaking engagements, and thought‑leadership panels.
• Access a dedicated personal development budget for certifications, courses, and conferences.
• Advance into senior leadership roles such as Director of Customer Success or VP of Customer Experience.

Work Environment & Culture

Our Boston office is designed for collaboration and focus, featuring open spaces, quiet zones, and state‑of‑the‑art meeting rooms. Remote work is fully supported, with flexible arrangements that respect your personal and professional commitments. We celebrate diversity, equity, and inclusion through regular workshops, mentorship programs, and community outreach initiatives.

At brighthush, we believe that a vibrant culture fuels innovation. That’s why we invest in continuous learning, encourage cross‑team hackathons, and celebrate wins—both big and small—through our “Impact Wall” and quarterly town halls. Your voice matters, and your ideas can shape the next generation of consumer‑insights technology.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary: $110,000 – $125,000 USD (80% base + 20% uncapped variable bonus, payable after onboarding).
• Unlimited vacation policy (minimum 20 days + national holidays).
• Quarterly company‑paid mental health day.
• Flexible working arrangements (remote or hybrid).
• Personal development budget and home‑office stipend.
• Health, dental, and vision insurance.
• Life, AD&D, short‑term & long‑term disability coverage.
• 401(k) program with up to 4% match after 90 days.
• Well‑being resources, including access to licensed therapists and counseling services.

Our Commitment to Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity in all its forms and are dedicated to creating an inclusive environment where every voice is heard and valued. We actively encourage candidates from underrepresented groups to apply.

Ready to Make an Impact?

Join brighthush and become part of a team that is redefining how brands harness consumer insights. If you’re a strategic thinker, data‑driven problem solver, and relationship builder who thrives in a fast‑paced, growth‑oriented environment, we want to hear from you.