Senior Strategic Customer Success Manager – Accelerating Mid‑Market & Enterprise Growth, Retention, Expansion, and Brand Advocacy for brighthush’s Live Shopping & AI‑Powered Commerce Platform

Welcome to brighthush – The Future of Live Shopping and AI‑Powered Commerce

At brighthush, we’re not just building a platform; we’re redefining how brands connect with consumers in real time. By fusing live shopping, real‑time data analytics, and artificial intelligence, we empower brands to own their customer data, craft immersive shopping experiences, and unlock measurable revenue growth—all while keeping the customer journey frictionless and engaging. As a fast‑growing, early‑stage company, we blend the agility of a startup with the resources of a global brand, creating an environment where ideas move from conception to impact in record time.

Why brighthush? – A Culture of Impact, Ownership, and Innovation

When you join brighthush, you’re stepping into a movement that’s redefining how commerce happens online. Here’s what makes us unique:

• Direct Impact – Your work is visible in real time, from onboarding a new partner to driving expansion that fuels our growth trajectory.
• Cross‑Functional Collaboration – Partner with founders, product leaders, data scientists, and sales teams to shape the future of commerce.
• Continuous Learning – Access to industry conferences, internal knowledge sharing, and a culture that rewards curiosity.
• Ownership Culture – Every team member is a catalyst for change; every decision is data‑driven, customer‑centric, and outcome‑focused.
• Fast‑Paced Innovation – We iterate relentlessly, learn from failures, and move quickly to seize new opportunities.
• Inclusive & Transparent – Diverse perspectives are valued, and transparency is built into our decision‑making processes.

Role Overview – Your Mission as a Senior Strategic Customer Success Manager

We’re searching for a seasoned builder who can own and scale the entire customer lifecycle after the deal is closed. Your mission: transform every brand that signs up into a long‑term partner who not only stays but grows with brighthush. You’ll design the post‑sale experience, create playbooks, and drive adoption, retention, and expansion across our mid‑market and enterprise portfolio.

Key Responsibilities – What You’ll Do Every Day

• Lifecycle Ownership – Own the journey from Onboarding → Activation → Adoption → Retention → Expansion for a curated portfolio of mid‑market and enterprise customers.
• Onboarding Excellence – Lead the onboarding process, ensuring fast time‑to‑value and a smooth handoff from sales to success.
• Product Adoption & Engagement – Drive usage of core features, identify friction points, and guide customers toward best practices that translate into measurable outcomes.
• Retention & Expansion Strategy – Monitor account health, proactively mitigate churn risks, and identify upsell or cross‑sell opportunities in partnership with Sales.
• Voice of the Customer – Act as the internal advocate for customer insights, feeding structured feedback to Product, Engineering, and Marketing.
• Process & Playbook Development – Build repeatable CS processes, lifecycle journeys, and dashboards that scale across the organization.
• Stakeholder Relationship Management – Cultivate strong relationships with key decision makers, ensuring alignment on goals and outcomes.
• Data‑Driven Decision Making – Leverage analytics to track health scores, usage metrics, and ROI, and translate data into actionable insights.
• Team Leadership & Mentorship – Mentor junior CS team members, fostering a high‑performance culture and knowledge sharing.
• Strategic Planning – Contribute to quarterly OKRs, product roadmap discussions, and go‑to‑market strategies.

What You’ll Build – Tangible Impact on Our Customers and Product

• Comprehensive onboarding playbooks that reduce ramp‑up time and accelerate first value.
• Engagement frameworks that embed core features into daily workflows.
• Retention programs that identify at‑risk accounts and implement proactive outreach.
• Expansion roadmaps that uncover new revenue streams and deepen partnership value.
• Feedback loops that surface product improvement opportunities and influence roadmap priorities.
• Custom dashboards and health score models that provide real‑time visibility into account performance.
• Cross‑functional workshops that align Sales, Product, and Marketing around customer success metrics.

Essential Qualifications – What We Expect From You

• Minimum 2+ years of experience in Customer Success, Account Management, or a related role within SaaS.
• Proven track record managing mid‑market or enterprise accounts and driving measurable outcomes.
• Deep understanding of the customer lifecycle and the ability to translate data into action.
• Strong relationship‑building skills with the ability to influence stakeholders at all levels.
• High ownership mentality, proactive mindset, and a passion for continuous improvement.
• Excellent written and verbal communication skills, with the ability to craft compelling narratives for both technical and non‑technical audiences.
• Experience with customer success metrics such as NPS, CSAT, churn rate, and expansion revenue.

Preferred Qualifications – Bonus Points for You

• Experience in eCommerce, media, or digital platforms—especially within a fast‑paced, early‑stage environment.
• Familiarity with CS tools and platforms commonly used in SaaS.
• Hands‑on experience collaborating closely with Product teams to shape feature development.
• Background in data analysis and dashboard creation to drive insights and reporting.
• Experience leading cross‑functional initiatives that influence product strategy.
• Knowledge of live‑streaming commerce or social media advertising ecosystems.

Skills & Competencies – The DNA of a Successful CS Leader

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Communication – Clear, concise, and persuasive communication with customers, internal teams, and leadership.
• Analytical Acumen – Strong quantitative skills to interpret usage data, health scores, and financial metrics.
• Problem‑Solving – Creative and pragmatic solutions to complex customer challenges.
• Collaboration – Cross‑functional teamwork with Sales, Product, Engineering, and Marketing.
• Adaptability – Thrives in a dynamic, evolving environment with shifting priorities.
• Customer‑Obsessed Mindset – Deep empathy for the customer journey and a relentless drive to improve it.
• Project Management – Ability to juggle multiple initiatives, set priorities, and deliver on deadlines.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, your growth is as dynamic as our product. You’ll have the chance to:

• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor junior CS team members and help build a high‑performance culture.
• Take ownership of new verticals or market segments as the company expands.
• Participate in leadership forums, contributing to company‑wide decisions.
• Access continuous learning resources—webinars, conferences, and internal knowledge sharing.
• Earn a seat at the table for product roadmap discussions and strategic planning.
• Develop a portfolio of case studies that showcase your impact on customer success.

Work Environment & Culture – What It’s Like to Work at brighthush

brighthush is built on a foundation of high ownership, rapid iteration, and a deep respect for data. Our culture is:

• Outcome‑Focused – We measure success by customer impact, not activity.
• Collaborative – Open communication, shared goals, and a flat hierarchy that encourages initiative.
• Inclusive – Diverse perspectives are valued, and inclusion is woven into every decision.
• Fast‑Paced – We move quickly, learn from failures, and iterate relentlessly.
• Transparent – Regular town halls, OKR reviews, and open‑door leadership.
• Supportive – A focus on mental health, work‑life balance, and employee well‑being.
• Data‑Driven – Decisions are backed by analytics, experimentation, and customer feedback.

Compensation & Benefits – A Competitive Total Rewards Package

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for mid‑market and enterprise CS leaders.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity options to share in the company’s long‑term upside.
• Comprehensive health, dental, and vision insurance.
• Flexible work arrangements, including remote options and a generous PTO policy.
• Professional development budget and access to industry conferences.
• Wellness programs, mental health resources, and a supportive work‑life balance.
• Team‑building retreats, hackathons, and social events to foster camaraderie.

How to Apply – Join the brighthush Revolution

If you’re passionate about building customer success at the intersection of live shopping, AI, and real‑time data—and you thrive in a high‑ownership, fast‑paced environment—brighthush wants to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Join brighthush and Shape the Future of Social Commerce

Every day at brighthush is an opportunity to innovate, influence, and grow. As our Senior Strategic Customer Success Manager, you’ll be at the heart of our customer experience, turning partners into long‑term growth engines. If you’re ready to build, iterate, and scale with a team that values ownership and impact, apply today and help us create the next generation of commerce.