Senior Head of Customer Success & Partner Enablement – Driving Global Loyalty Growth, AI‑Powered Rewards, and B2B Platform Excellence at brighthush

Welcome to brighthush – The Vanguard of Loyalty Innovation

In a world where customer expectations shift at the speed of light, loyalty is no longer a nice‑to‑have feature; it’s the engine that powers sustainable growth, fuels retention, and turns everyday shoppers into lifelong brand ambassadors. At brighthush, we’re rewriting the rules of loyalty with an AI‑first, cloud‑native platform that lets brands issue, redeem, and manage rewards in real time. The result? A frictionless, hyper‑personal experience that feels relevant, instantly gratifying, and, most importantly, measurable.

By marrying advanced machine learning, predictive analytics, and seamless API integrations, we empower merchants and their partners to scale rewards programs that deliver tangible value to customers, partners, and the business itself. Whether you’re a retailer looking to deepen relationships with shoppers or a fintech partner seeking new revenue streams, brighthush is the catalyst that turns points into lasting engagement.

Why brighthush is the Launchpad for Your Next Career Milestone

Customer success is the heartbeat of brighthush. We invest in a culture that thrives on collaboration, experimentation, and an unwavering focus on delivering real, measurable value. As a global, remote‑first organization, you’ll enjoy the freedom to work from anywhere while staying connected to a vibrant community of passionate professionals.

At brighthush, you’ll:

• Lead high‑impact initiatives that directly influence revenue and market share.
• Collaborate with senior executives to shape product strategy and go‑to‑market plans.
• Access industry conferences, workshops, and certifications to deepen your expertise.
• Mentor and coach emerging leaders, building a legacy of talent within the organization.
• Shape the future of loyalty technology in a fast‑moving, high‑growth environment.

Position Overview

We are looking for a visionary, strategic leader to serve as the Head of Customer Success – Loyalty & Partner Platforms (B2B). In this senior role, you will design and execute a world‑class customer success strategy that drives adoption, retention, and expansion across our partner ecosystem. You will partner closely with product, sales, marketing, and engineering to ensure every customer interaction delivers measurable value and positions brighthush as the preferred partner for loyalty and rewards solutions.

Key Responsibilities

• Strategic Leadership: Craft a comprehensive customer success roadmap that aligns with brighthush’s growth objectives and product vision. Translate high‑level goals into actionable plans and measurable KPIs.
• Onboarding Excellence: Oversee the end‑to‑end onboarding process for new partners and merchants. Ensure a smooth transition from sales to active usage, including technical integration, training, and early value realization.
• Performance Optimization: Continuously analyze customer health metrics, usage patterns, and feedback to identify upsell, cross‑sell, and renewal opportunities. Implement data‑driven initiatives that improve adoption and reduce churn.
• Customer Advocacy: Champion the voice of the customer within brighthush. Translate insights into product enhancements, service improvements, and strategic roadmap adjustments.
• Team Development: Build, mentor, and scale a high‑performing customer success team. Foster a culture of continuous learning, accountability, and high engagement.
• Partner Enablement: Create and deliver training, documentation, and best‑practice resources that empower partners to maximize the value of brighthush’s platform.
• Data‑Driven Decision Making: Leverage analytics tools (CRM systems, custom dashboards) to track KPIs such as NPS, CSAT, churn, and expansion revenue. Use insights to refine processes and strategies.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Marketing, and Engineering to align customer success initiatives with broader business goals.
• Risk Management: Proactively identify and mitigate potential churn risks. Develop contingency plans and escalation paths to maintain high customer satisfaction.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences. Position the company as a thought leader in loyalty and rewards technology.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer success, account management, or partner onboarding within the loyalty, SaaS, or payments industry.
• Proven track record of building and scaling customer success teams in a fast‑paced, high‑growth environment.
• Deep understanding of digital integrations, APIs, and the technical aspects of loyalty platforms.
• Hands‑on experience with brighthush CRM systems or comparable platforms.
• Strong analytical mindset with the ability to interpret data and translate insights into actionable strategies.
• Excellent communication skills in English (both written and verbal); additional languages are a plus.
• Experience working with brighthush AI tools to enhance customer interactions and support processes.
• Demonstrated ability to manage complex stakeholder relationships and influence cross‑functional teams.

Preferred Qualifications

• Background in the loyalty rewards industry, with a deep understanding of points exchange mechanisms and partner ecosystems.
• Experience in a remote‑first organization, managing distributed teams across multiple time zones.
• Knowledge of compliance and regulatory frameworks related to loyalty programs and data privacy.
• Experience with customer success metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Prior involvement in product roadmap discussions, providing customer‑centric insights that shape feature development.

Key Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable customer success initiatives.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building long‑term relationships.
• Data Literacy: Proficiency in using analytics tools to monitor performance and drive continuous improvement.
• Technical Acumen: Comfortable navigating API documentation, integration workflows, and technical troubleshooting.
• Communication: Clear, persuasive, and adaptable communication style for both internal stakeholders and external partners.
• Problem‑Solving: Creative thinker who can devise innovative solutions to complex customer challenges.
• Adaptability: Thrives in a dynamic, evolving environment and can pivot quickly to meet changing priorities.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As Head of Customer Success, you will:

• Lead a high‑impact, cross‑functional initiative that directly influences the company’s revenue trajectory.
• Collaborate with senior executives to shape product strategy and market positioning.
• Participate in executive leadership meetings, gaining exposure to the broader business strategy.
• Access industry conferences, workshops, and certifications to deepen your expertise in loyalty technology and customer success.
• Mentor and coach junior leaders, building a legacy of talent within the organization.
• Drive innovation by experimenting with new customer success tools, AI enhancements, and process improvements.
• Earn recognition as a thought leader within the loyalty ecosystem, influencing industry best practices.

Work Environment & Culture

brighthush’s remote‑first culture means you can work from anywhere in Germany—or beyond—while staying connected to a vibrant, collaborative team. We value:

• Flexibility: Flexible working hours that accommodate different time zones and personal commitments.
• Innovation: A culture that encourages experimentation, rapid prototyping, and learning from failure.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels and regular town‑hall meetings to keep everyone aligned.
• Well‑being: Comprehensive health and wellness programs, including mental health support and fitness stipends.
• Community: Regular virtual coffee chats, hackathons, and cross‑departmental projects to foster camaraderie.

Compensation & Perks

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

• Base salary commensurate with senior leadership roles in the tech industry.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Annual company retreats and team‑building events to foster camaraderie.
• Access to cutting‑edge AI tools and platforms to enhance your work.
• Flexible work arrangements and a supportive remote‑first infrastructure.

How to Apply

If you are a strategic, customer‑obsessed leader ready to shape the future of loyalty and rewards technology, we would love to hear from you. Join brighthush and help us create unforgettable experiences for businesses and their customers worldwide.

Ready to take the next step? Click the link below to submit your application and become part of brighthush’s transformative journey.