Senior Implementation Manager – Customer Success & Program Leadership for Digital Retail Solutions at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers retailers and brands across North America, Europe, Latin America, and Australia to deliver hyper‑personalized local promotions and savings to millions of shoppers every day. By combining cutting‑edge data science, AI‑driven merchandising, and a robust digital platform, we help our clients transform the way consumers discover, compare, and purchase products. Our mission is simple yet powerful: to make shopping smarter, more affordable, and more enjoyable for everyone.

With a culture rooted in Progress Over Perfection, Clarity Through Transparency, Learn Loudly, Challenge with Empathy, and Always Build Better, brighthush is not just a company—it’s a movement. We believe that the best solutions come from collaboration, continuous learning, and a relentless focus on impact. If you’re ready to shape the future of retail technology and drive tangible results for millions of shoppers, you belong here.

Role Overview

As a Senior Implementation Manager in Customer Success, you will be the linchpin that turns strategic vision into operational reality. You will own the entire implementation lifecycle—from initial scoping and planning to go‑live and post‑launch optimization—ensuring that every client receives a seamless, high‑quality experience. Your expertise will guide cross‑functional teams, influence product direction, and elevate customer satisfaction to new heights.

Key Responsibilities

• Lead End‑to‑End Implementations: Own the full implementation journey, from kickoff workshops and requirement gathering to configuration, integration, testing, and launch. Ensure projects stay on schedule, within scope, and meet the highest quality standards.
• Build and Sustain Client Relationships: Serve as the primary point of contact for key stakeholders, fostering trust and collaboration. Proactively manage expectations, communicate progress, and resolve issues before they become blockers.
• Drive Product Adoption and Success: Design and deliver onboarding programs, training sessions, and best‑practice guides that accelerate user adoption and maximize ROI for clients.
• Process Design and Optimization: Continuously refine implementation workflows, create reusable playbooks, and implement automation to increase efficiency, scalability, and consistency across projects.
• Stakeholder Alignment and Communication: Coordinate with product, engineering, sales, and support teams to ensure alignment on deliverables, timelines, and quality metrics. Provide clear, actionable status updates to all stakeholders.
• Data‑Driven Insights: Leverage analytics tools (e.g., Salesforce, ClickUp, Gainsight) to track implementation health, surface risks, and identify improvement opportunities. Translate data into actionable recommendations for both clients and internal teams.
• Champion Continuous Improvement: Act as the voice of the customer within brighthush, feeding back insights to product and engineering to shape future enhancements and feature prioritization.
• Mentor and Coach: Lead a team of Implementation Specialists, providing coaching, performance feedback, and career development support. Foster a culture of learning, accountability, and high performance.
• Adopt Emerging Technologies: Explore and implement AI‑driven tools and automation to streamline repetitive tasks, improve accuracy, and unlock new capabilities for both clients and the implementation team.

Essential Qualifications

• Minimum 5 years of experience in customer success, implementation, or program management within the Ad‑Tech or SaaS industry.
• Proven track record of managing multiple complex, cross‑functional projects simultaneously, with strong skills in timeline management, risk mitigation, and WBS development.
• Excellent verbal and written communication skills, with the ability to build trust and influence decision‑makers at all levels.
• Strong analytical mindset and problem‑solving abilities, capable of identifying root causes and implementing effective solutions.
• Experience with CRM and project management platforms such as Salesforce, Gainsight, Asana, Jira, or ClickUp.
• Self‑starter who thrives in a fast‑paced, dynamic environment and can work independently while collaborating effectively with cross‑functional teams.
• Passion for digital merchandising, data analytics, and AI technologies, with a proactive approach to leveraging these tools for continuous improvement.

Preferred Qualifications

• Background in retail technology or experience working with large retail or consumer brands.
• Experience leading or mentoring a team of implementation or customer success professionals.
• Knowledge of AI‑driven merchandising solutions, content optimization, and digital marketing analytics.
• Certifications in project management (PMP, Scrum, or similar) or customer success (CSM, CSPO).
• Fluency in additional languages (Spanish, French, or Portuguese) is a plus, given our global footprint.

Skills & Competencies

• Strategic Thinking & Execution
• Stakeholder Management & Influence
• Project Planning & Risk Management
• Data Analysis & Insight Generation
• Process Design & Automation
• Coaching & Team Development
• Customer‑Centric Mindset
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by your ambition and performance. We offer:

• Structured career ladders with clear criteria for advancement into senior leadership roles.
• Access to industry conferences, workshops, and certifications to keep you at the forefront of retail technology.
• Mentorship programs pairing you with senior leaders across product, engineering, and sales.
• Cross‑functional project rotations that broaden your skill set and expand your network.
• Regular performance reviews focused on growth, impact, and skill development.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Inclusive collaboration—your voice matters, and we celebrate diverse perspectives.
• Transparent communication—regular town halls, open‑door policies, and real‑time feedback loops.
• Continuous learning—internal knowledge bases, lunch‑and‑learn sessions, and a generous learning stipend.
• Impact‑driven mindset—every project is tied to measurable outcomes that benefit millions of shoppers.
• Employee well‑being—mental health resources, wellness programs, and flexible schedules.

Compensation & Benefits

We believe in rewarding impact and fostering growth. Your total rewards package includes:

• Competitive base salary (Canada: $85,000 – $95,000 CAD, U.S.: $95,000 – $110,000 USD, with adjustments for cost of living).
• Performance‑based bonuses tied to project success and customer satisfaction metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision coverage.
• Flexible paid time off, parental leave, and a generous holiday schedule.
• Remote work stipend covering home office setup, high‑speed internet, and ergonomic equipment.
• Wellness benefits: gym membership discounts, mental health counseling, and mindfulness resources.
• Professional development budget for courses, certifications, and industry events.

How to Apply

Ready to join a team that’s redefining retail technology and delivering real value to millions of shoppers? Submit your application through our career portal. We’re excited to learn about your experience, your passion for customer success, and how you’ll help brighthush continue to innovate.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, ancestry, religion, creed, sex, gender identity, sexual orientation, age, citizenship, marital status, family status, disability, or any other protected characteristic. If you require accommodations during the hiring process, please let us know and we will gladly provide them.