Senior Head of Customer Success – Loyalty & Partner Platforms (B2B) – Driving Growth & Retention at brighthush

About brighthush

brighthush is a trailblazing AI‑first technology company redefining the way brands engage with their customers. By building a cutting‑edge points exchange platform, we empower loyalty programs to unlock new revenue streams, deepen customer relationships, and create seamless partner ecosystems. Our mission is to turn every interaction into a meaningful, data‑driven experience that fuels brand loyalty and drives measurable business outcomes. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush is poised for rapid expansion across the B2B loyalty landscape.

Why This Role Matters

As the Head of Customer Success – Loyalty & Partner Platforms, you will be the linchpin between our technology, our partners, and our customers. You will shape the customer journey from first touch to long‑term advocacy, ensuring that every client not only adopts our platform but also extracts maximum value from it. Your strategic vision and operational excellence will directly influence customer retention, upsell opportunities, and the overall health of our partner ecosystem. In a world where loyalty programs are increasingly complex, your leadership will help brighthush stand out 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, leveraging best practices in training, documentation, and hands‑on support.
• Performance Optimization – Partner with product, data science, and engineering teams to develop 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., Claude) and CRM platforms (HubSpot 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 Claude, and a strong understanding of how to integrate AI into customer workflows.
• Deep familiarity with CRM systems, preferably HubSpot, 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, we believe that growth is a shared journey. As Head of Customer Success, you will have the chance to 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.