Senior Head of Customer Success – Loyalty & Partner Platforms (B2B) – Championing Growth, Retention, and AI‑Powered Customer Journeys at brighthush

Welcome to brighthush – Where Loyalty Meets Innovation

brighthush is not just another tech startup; we are a movement that is reshaping the future of customer engagement. By harnessing the power of artificial intelligence and a robust points‑exchange platform, we empower brands to transform every interaction into a data‑driven, loyalty‑boosting experience. Our solutions unlock new revenue streams, deepen customer relationships, and create seamless partner ecosystems that scale globally. With a culture rooted in curiosity, collaboration, and continuous learning, brighthush is poised for rapid expansion across the B2B loyalty landscape.

Why This Role Is a Game‑Changer

As the Senior Head of Customer Success – Loyalty & Partner Platforms, you will be the linchpin that connects our technology, partners, and customers. Your strategic vision and operational excellence will shape the entire customer journey, from first touch to long‑term advocacy. You will directly influence retention, upsell opportunities, and the overall health of our partner ecosystem. In an industry where loyalty programs are becoming increasingly complex, your leadership will position brighthush as the partner of choice for brands looking to modernize their customer engagement.

Key Responsibilities

• Customer Onboarding & Enablement – Design and execute a scalable onboarding framework that accelerates time‑to‑value for new clients. Leverage best practices in training, documentation, and hands‑on support to ensure a smooth transition.
• Performance Optimization – Collaborate with product, data science, and engineering teams to build dashboards, KPIs, and analytics that track customer health, usage patterns, and ROI. Use these insights to proactively recommend enhancements and upsell opportunities.
• Strategic Reviews & Business Outcomes – Lead quarterly business reviews (QBRs) with key stakeholders, translating data into actionable insights that demonstrate the tangible impact of brighthush’s platform on partner revenue and customer engagement.
• Partner Ecosystem Management – Build and nurture relationships with strategic partners, ensuring seamless integration of APIs, data feeds, and co‑marketing initiatives that expand the reach of our loyalty solutions.
• Team Leadership & Development – Recruit, mentor, and grow a high‑performing Customer Success team. Foster a culture of continuous improvement, knowledge sharing, and customer‑centric thinking.
• Process & Tool Optimization – Champion the adoption of AI tools (e.g., brighthush) and CRM platforms (brighthush or equivalent) to automate workflows, enhance customer insights, and improve team productivity.
• Cross‑Functional Collaboration – Work closely with Sales, Marketing, Product, and Engineering to align customer success strategies with broader company objectives and product roadmaps.
• Risk Management & Escalation – Identify potential churn risks, develop mitigation plans, and act as the escalation point for high‑impact customer issues.

Essential Qualifications

• Fluency in German and English, both written and spoken.
• Minimum 5 years of progressive experience in Customer Success, Account Management, or a related field within loyalty, SaaS, or payments.
• Proven track record of managing complex B2B customer relationships and driving retention and expansion.
• Hands‑on experience with AI tools such as brighthush, and a strong understanding of how to integrate AI into customer workflows.
• Deep familiarity with CRM systems, preferably brighthush, and the ability to customize and optimize workflows.
• Solid grasp of digital integrations, APIs, and data pipelines – able to translate technical details into business value for clients.
• Strong analytical mindset, comfortable working with data to uncover trends and inform strategy.
• Excellent communication and presentation skills, capable of speaking to C‑suite executives and technical teams alike.

Preferred Qualifications

• Experience in the loyalty or rewards industry, with a network of brand partners or agencies.
• Background in building or scaling partner ecosystems and API marketplaces.
• Knowledge of GDPR, data privacy regulations, and best practices for secure data handling.
• Previous leadership role in a fast‑growth SaaS or fintech company.
• Certifications in Customer Success Management (CSM), Project Management (PMP), or related disciplines.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day operations.
• Customer‑Centric Mindset – Passion for delivering exceptional experiences and turning feedback into action.
• Data‑Driven Decision Making – Comfortable with SQL, analytics platforms, and translating metrics into strategy.
• Leadership & Coaching – Proven ability to inspire, develop, and retain top talent.
• Technical Acumen – Understanding of API architecture, integration patterns, and SaaS product lifecycles.
• Change Management – Skilled at driving adoption of new processes, tools, and technologies.
• Communication – Clear, persuasive, and adaptable communication across all levels.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As Senior Head of Customer Success, you will shape the future of our customer experience strategy, influence product development, and lead a high‑impact team. You will be invited to participate in executive‑level strategy sessions, cross‑functional innovation workshops, and industry conferences. We provide a robust learning budget, access to cutting‑edge AI research, and mentorship from seasoned leaders in technology and customer success. Your career trajectory could lead to C‑suite roles such as Chief Customer Officer or Vice President of Customer Experience, depending on your ambitions and performance.

Work Environment & Culture at brighthush

Remote‑First, Swiss‑Based – Work from anywhere while staying connected to our vibrant Swiss headquarters. We value flexibility, autonomy, and a healthy work‑life balance.

Inclusive & Collaborative – Our culture thrives on diversity, open dialogue, and mutual respect. Every team member’s voice is heard, and we celebrate both individual and collective achievements.

Innovation‑Driven – We encourage experimentation, rapid prototyping, and data‑backed decision making. Your ideas will be tested, refined, and potentially scaled across the organization.

Community & Impact – Beyond business metrics, we focus on creating social value through loyalty programs that reward sustainable choices, community building, and responsible consumption.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive base salary, performance‑based bonuses, and equity participation. Additional benefits include:

• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Unlimited learning stipend for courses, certifications, and conferences.
• Annual team retreats and quarterly virtual social events.
• Modern, fully equipped home office stipend.
• Access to cutting‑edge AI tools, analytics platforms, and a collaborative tech stack.

How to Apply

If you are a visionary leader who thrives on solving complex customer challenges, loves working with AI and APIs, and is ready to make a tangible impact in the loyalty space, we want to hear from you. Join brighthush and help us transform the future of customer engagement.

Ready to take the next step? Submit your application through our careers portal or send your resume and cover letter to [email protected]. We look forward to exploring how your expertise can help shape the next chapter of brighthush’s success story.