Senior Head of Customer Success – Loyalty & Partner Platforms (B2B) – Driving Growth, Engagement, and AI‑Enabled Customer Journeys at brighthush

About brighthush

brighthush is a trailblazing AI‑first technology company that is redefining how brands and partners create, manage, and monetize loyalty programs. By building a cutting‑edge points exchange platform, we empower businesses to unlock the full value of customer engagement, turning everyday interactions into lasting relationships. Our mission is to make loyalty simple, scalable, and smart—leveraging advanced AI, seamless integrations, and a partner‑centric ecosystem that delivers measurable ROI for our clients.

Operating at the intersection of loyalty, SaaS, and payments, brighthush serves a diverse portfolio of B2B customers ranging from global retailers to fintech innovators. Our platform is built on a robust API architecture, enabling effortless integration with existing ERP, POS, and marketing stacks. With a focus on data‑driven insights and automation, we help our partners create personalized, high‑impact loyalty experiences that drive repeat business and deepen customer loyalty.

As a rapidly growing company, brighthush is committed to fostering a culture of innovation, collaboration, and continuous learning. We value curiosity, resilience, and a passion for customer success. If you are ready to lead a high‑impact team, shape the future of loyalty, and work in a dynamic, remote‑first environment, we want to hear from you.

Why This Role Matters

The Head of Customer Success – Loyalty & Partner Platforms is a pivotal leadership position that bridges the gap between our technology, our partners, and the end‑users of our platform. In this role, you will be the champion of customer experience, ensuring that every partner and end‑customer receives the highest level of service, support, and value. Your strategic vision and operational excellence will directly influence customer retention, upsell opportunities, and the overall success of our platform.

Key Responsibilities

• Strategic Onboarding & Enablement: Design and execute a comprehensive onboarding framework that accelerates time‑to‑value for new partners and end‑customers. Lead cross‑functional workshops, create enablement content, and establish best practices for integration and adoption.
• Customer Performance Optimization: Monitor and analyze key performance indicators (KPIs) such as adoption rates, churn, NPS, and revenue growth. Develop data‑driven action plans to improve engagement, identify upsell opportunities, and reduce churn.
• Partner & Customer Advocacy: Serve as the primary point of contact for high‑value partners and key accounts. Conduct regular business reviews, gather feedback, and translate insights into product enhancements and service improvements.
• Team Leadership & Development: Build, mentor, and scale a world‑class Customer Success team. Foster a culture of accountability, continuous improvement, and customer obsession. Implement performance metrics, coaching programs, and career development pathways.
• Process & Tool Optimization: Oversee the adoption and optimization of CRM (HubSpot) and AI tools (Claude, GPT‑based assistants). Automate routine tasks, streamline workflows, and ensure data integrity across systems.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to align on customer needs, feature roadmaps, and go‑to‑market strategies. Translate customer insights into actionable product requirements.
• Risk Management & Escalation: Proactively identify potential risks, manage escalations, and develop mitigation plans. Ensure that all customer issues are resolved in a timely, transparent, and satisfactory manner.
• Strategic Planning & Reporting: Prepare quarterly and annual reports on customer health, revenue impact, and strategic initiatives. Present findings to executive leadership and recommend data‑driven decisions.

Essential Qualifications

• Minimum 5 years of progressive experience in Customer Success, Account Management, or related roles within loyalty, SaaS, or payments industries.
• Fluency in German and English, both written and spoken.
• Proven track record of managing large, complex partner ecosystems and driving customer retention and expansion.
• Deep understanding of digital integrations, APIs, and SaaS architecture.
• Hands‑on experience with HubSpot (or comparable CRM) and AI tools such as Claude, GPT‑4, or similar.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication, presentation, and stakeholder management skills.
• Leadership experience: managing, coaching, and scaling high‑performing teams.
• Experience in a fast‑paced, remote‑first environment.

Preferred Qualifications

• Experience in the European market, particularly in Switzerland or German‑speaking regions.
• Background in fintech, payments, or loyalty program design.
• Knowledge of AI‑driven customer engagement strategies and personalization.
• Certifications in Customer Success (CSM), HubSpot, or related fields.
• Previous involvement in product roadmap planning or feature prioritization.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building long‑term relationships.
• Strategic Thinking: Ability to see the big picture, set long‑term goals, and align cross‑functional teams.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, dashboards, and customer feedback to inform strategy.
• Technical Acumen: Comfortable navigating API documentation, integration flows, and SaaS ecosystems.
• Change Management: Skilled at driving adoption of new processes, tools, and cultural shifts.
• Communication & Influence: Strong written and verbal communication, with the ability to influence stakeholders at all levels.
• Project Management: Expertise in managing multiple initiatives simultaneously with clear timelines and deliverables.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As Head of Customer Success, you will:

• Lead a high‑impact team and shape the future of customer success within a rapidly scaling company.
• Collaborate with senior executives, product leaders, and engineering teams to influence product strategy.
• Participate in industry conferences, webinars, and workshops to stay ahead of loyalty and AI trends.
• Access to continuous learning resources, including online courses, certifications, and internal knowledge bases.
• Opportunity to mentor junior team members and design career pathways for the Customer Success function.

Work Environment & Company Culture

brighthush operates in a fully remote, Swiss‑based environment that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Innovation: Encouraging experimentation, rapid prototyping, and data‑backed decision making.
• Collaboration: Cross‑functional teams that share knowledge, celebrate successes, and solve problems together.
• Transparency: Open communication channels, regular town halls, and a flat hierarchy that empowers every voice.
• Well‑Being: Comprehensive health benefits, mental health support, and wellness programs.
• Diversity & Inclusion: A commitment to building a diverse workforce that reflects the communities we serve.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market standards for senior leadership roles in the Swiss tech sector.
• Performance‑based bonuses tied to customer health metrics, revenue growth, and strategic milestones.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Full health insurance coverage, including dental and vision.
• Flexible working hours and a fully remote work model.
• Annual professional development budget and access to industry conferences.
• Wellness stipend, gym membership discounts, and mental health resources.
• Annual company retreats and team‑building events.

How to Apply

If you are a visionary leader ready to shape the future of loyalty and partner platforms, we invite you to join brighthush. Submit your resume, a cover letter outlining your relevant experience, and any portfolio or case studies that demonstrate your impact in customer success.

We look forward to exploring how your expertise can help us elevate our partners’ success and drive the next wave of innovation in loyalty technology.

Apply Today

Ready to make a difference? Click the link below to apply and start your journey with brighthush.