Senior Strategic Customer Success Lead – Spearheading Global Growth, Retention, and Product Adoption for Innovative UX Research Platforms at brighthush

About brighthush

brighthush isn’t just another SaaS vendor – it’s a movement that empowers product teams worldwide to turn raw user insights into design brilliance. Our cloud‑native platform fuses real‑time analytics, machine learning, and collaborative workflows to transform raw data into actionable intelligence. Whether you’re a nimble startup or a global enterprise, brighthush gives teams the speed, clarity, and confidence to iterate faster, reduce time‑to‑market, and create experiences that truly resonate with audiences. We believe the best products are built on empathy, data, and continuous learning, and that belief fuels a culture that celebrates curiosity, rewards experimentation, and places customer impact at the core of everything we do.

Why brighthush is the Future of UX Research

In an era where user experience determines market success, the demand for sophisticated, data‑driven research tools is exploding. brighthush sits at the intersection of technology and empathy, offering a platform that not only captures user behavior but also interprets it through the lens of design intent. Our mission is to democratize UX research, making it accessible, actionable, and scalable for teams of all sizes. By partnering with brighthush, you’ll be part of a forward‑thinking, high‑growth organization that is redefining the UX research landscape.

Your Impact as a Senior Strategic Customer Success Lead

As the linchpin between our customers and the product team, you will own the end‑to‑end customer journey. Your work will directly influence customer satisfaction, retention, and revenue growth. You will shape the product roadmap by feeding real‑world feedback into the development cycle, ensuring that the platform evolves in line with customer needs and market trends. Your leadership will inspire a culture of continuous improvement and customer obsession across the organization.

Key Responsibilities

• Account Management: Own a portfolio of key accounts, building deep relationships with product managers, designers, and research leads to understand their goals and challenges. Conduct quarterly business reviews to align on objectives and showcase ROI.
• Customer Onboarding & Training: Design and deliver customized onboarding programs, workshops, and training sessions that accelerate adoption of the brighthush platform. Create learning paths tailored to different roles (e.g., designers, analysts, executives).
• Churn Mitigation & Retention: Proactively identify at‑risk customers through data analysis, engagement metrics, and feedback loops; develop and execute retention plans that reduce churn by measurable percentages. Implement win‑back campaigns and renewal strategies.
• Product Feedback Loop: Capture user insights, feature requests, and pain points; translate them into actionable stories for the product roadmap. Serve as the primary liaison between customers and the product team.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product, and Engineering to align on customer success strategies and ensure a seamless customer experience from pre‑sale to post‑sale.
• Reporting & Analytics: Build dashboards and reports that track key success metrics (NPS, CSAT, renewal rates, usage depth) and present findings to senior leadership. Use data to forecast renewal probabilities and identify upsell opportunities.
• Community Building: Foster a vibrant user community through webinars, forums, and user groups, positioning brighthush as a thought leader in UX research. Encourage peer‑to‑peer knowledge sharing and best‑practice dissemination.
• Strategic Planning: Develop account plans that align with customer business objectives, identifying upsell and cross‑sell opportunities that drive revenue growth. Map out long‑term success pathways for each key account.
• Process Improvement: Continuously refine customer success processes, tools, and playbooks to increase efficiency and scalability. Champion automation and self‑service options where appropriate.
• Mentorship: Coach and mentor junior customer success team members, fostering a culture of learning and high performance. Provide constructive feedback and career guidance.

Essential Qualifications

• Minimum 2+ years of experience in customer consulting, account management, or product design research.
• Strong communication skills—both written and verbal—capable of translating complex concepts into clear, actionable guidance.
• Critical thinking and problem‑solving mindset, with a track record of turning customer challenges into opportunities.
• Hands‑on experience with CRM systems, preferably Salesforce or HubSpot, and data‑driven customer success tools.
• Bachelor’s degree in Business, Design, Psychology, Computer Science, or a related field, or equivalent professional experience.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience working with UX research platforms or design‑centric SaaS products.
• Familiarity with analytics tools such as Mixpanel, Amplitude, or Tableau.
• Background in customer success metrics (NPS, CSAT, renewal forecasting).
• Prior experience in a remote or distributed team environment.
• Certifications in Customer Success Management or related fields.

Skills & Competencies

• Customer‑centric mindset with a passion for user experience.
• Exceptional organizational skills and the ability to manage multiple accounts simultaneously.
• Data literacy—comfortable interpreting usage data and translating it into actionable insights.
• Strong presentation and facilitation skills, capable of leading workshops and executive briefings.
• Adaptability and resilience in a fast‑paced, evolving tech environment.
• Team player who thrives in cross‑functional collaboration.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. Starting as a Customer Success Lead, you’ll have the chance to:

• Progress to Senior Customer Success Manager, then to Director of Customer Success.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor junior team members and contribute to the development of internal training programs.
• Participate in leadership workshops, industry conferences, and continuous learning programs.
• Earn certifications in Customer Success, UX Research, or Product Management.

Work Environment & Company Culture

brighthush embraces a culture of transparency, innovation, and inclusivity. Our remote‑first model means you can work from anywhere in the United States—whether you’re based in Chicago, Austin, or another city. We provide:

• Flexible work hours that respect work‑life balance.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A collaborative platform that encourages knowledge sharing across departments.
• Access to cutting‑edge tools and resources that keep you at the forefront of UX research technology.

Compensation & Benefits

While the exact salary range will be discussed during the interview process, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to customer success metrics.
• 401(k) plan with company match.
• Generous paid time off (PTO) and flexible vacation policy.
• Tuition reimbursement for courses and certifications that enhance your professional growth.
• Comprehensive health, dental, and vision insurance.
• Generous parental leave for new parents.
• Wellness stipend and mental health resources.

How to Apply

If you’re ready to join a forward‑thinking team that values curiosity, collaboration, and customer impact, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Strategic Customer Success Lead role at brighthush. We look forward to exploring how you can help shape the future of UX research together.

Closing Statement

At brighthush, we’re not just building a platform; we’re building a community of innovators who transform how products are designed and delivered. As a Customer Success Lead, you’ll be at the heart of that transformation, ensuring our customers thrive and our product evolves. If you’re passionate about people, data, and design—and eager to make a tangible impact—apply today and become part of the brighthush story.