Senior Strategic Customer Success Manager – Championing Retention, Adoption, and Long‑Term Partnerships in the FoodTech Innovation Landscape at brighthush

About brighthush

brighthush is a trailblazer in the FoodTech arena, redefining how food supply chains operate through cutting‑edge technology, advanced data analytics, and an unwavering commitment to sustainability. Our mission is to empower restaurants, distributors, and retailers with real‑time visibility, traceability, and compliance tools that elevate safety, efficiency, and profitability. At brighthush, curiosity fuels innovation, collaboration sparks breakthrough solutions, and continuous improvement is the norm. We attract top talent who thrive on solving complex problems and delivering tangible value to our clients.

Position Overview

As a Senior Strategic Customer Success Manager at brighthush, you will be the linchpin between our clients and the full spectrum of our product suite. Your primary mandate is to ensure that every account you manage not only stays with us but also fully realizes the transformative benefits of our solutions. You will partner with cross‑functional teams—Sales, Product, Support, and Revenue Operations—to create a seamless, high‑impact experience that turns new users into long‑term advocates.

Why This Role Matters

Customer success is the engine that drives revenue growth, product adoption, and brand loyalty. In a subscription‑based model, the ability to retain and expand accounts is directly tied to the health of the business. By mastering the art of relationship building, data‑driven insights, and proactive problem solving, you will help brighthush maintain a high renewal rate, increase upsell opportunities, and gather invaluable feedback that shapes our roadmap.

Key Responsibilities

Account Relationship Management

• Serve as the primary point of contact for a defined portfolio of high‑value client accounts.
• Build and nurture trusted relationships with key stakeholders—executives, operations managers, and IT leads—across each account.
• Develop comprehensive account and success plans that align client objectives with brighthush’s product capabilities.
• Conduct regular check‑ins and quarterly business reviews (QBRs) to assess performance, adoption, and strategic alignment.
• Act as the client’s advocate within brighthush, ensuring their voice informs product enhancements and service improvements.

Retention & Renewal Support

• Own retention outcomes for assigned accounts, collaborating closely with the Retention Team on renewal timing, pricing, and contractual terms.
• Identify at‑risk accounts early through health scoring, usage analytics, and proactive monitoring.
• Escalate potential churn risks to leadership and develop mitigation plans that secure renewal commitments.
• Coordinate renewal documentation, pricing approvals, and contract finalization to ensure a smooth, on‑time close.
• Address client concerns and service issues promptly, escalating complex matters to the appropriate functional teams.

Adoption & Value Realization

• Drive product adoption by guiding clients through onboarding, training, and ongoing platform usage.
• Analyze usage data and engagement trends to identify adoption gaps and opportunities for expanded value.
• Educate clients on new features, updates, and best practices that align with their business goals.
• Collect and relay client feedback to Product and Engineering to influence future releases.
• Champion success stories and case studies that showcase measurable ROI for clients.

Cross‑Functional Collaboration

• Partner with Sales to identify upsell and cross‑sell opportunities that fit the client’s roadmap.
• Work closely with Support to resolve technical issues and ensure a consistent, high‑quality service experience.
• Coordinate with Product to surface systemic issues or feature requests that impact multiple accounts.
• Collaborate with Revenue Operations on account health reporting, forecasting inputs, and renewal pipeline visibility.
• Escalate systemic issues or trends observed across the account portfolio to the appropriate product teams.

Process & Reporting

• Maintain accurate account records, activity logs, and health scores in Salesforce.
• Track and report on key retention and adoption metrics for assigned accounts.
• Adhere to established customer success processes and contribute feedback to improve workflows.
• Prepare detailed dashboards and executive summaries for internal stakeholders.

Strategic Initiatives & Thought Leadership

• Lead the development of industry‑specific success playbooks that can be replicated across similar accounts.
• Represent brighthush at industry conferences, webinars, and client events to position the brand as a thought leader.
• Collaborate with Marketing to create whitepapers, case studies, and customer success stories that drive brand awareness.
• Identify emerging trends in FoodTech, sustainability, and compliance that could impact client success and propose proactive solutions.

Essential Qualifications

• Proven experience in customer success, account management, or a client‑facing role within a SaaS or subscription‑based industry.
• Fluency in both French and English; additional languages are a plus.
• Exceptional relationship‑building and communication skills, with the ability to influence at all organizational levels.
• Strong analytical mindset and comfort using data to identify risk, opportunity, and impact.
• Proactive, organized, and detail‑oriented approach to account management.
• Familiarity with CRM tools—Salesforce preferred—and customer health scoring frameworks.

Preferred Qualifications

• Experience in the FoodTech, supply‑chain, or logistics sector.
• Background in data analytics or business intelligence.
• Knowledge of compliance standards such as FDA, HACCP, or ISO 22000.
• Previous exposure to remote work environments and distributed teams.

Skills & Competencies

• Strategic Thinking – Ability to align client goals with brighthush’s long‑term vision.
• Customer‑Centric Mindset – Passion for delivering measurable value and exceeding expectations.
• Data‑Driven Decision Making – Proficiency in interpreting dashboards, usage metrics, and health scores.
• Project Management – Skilled at coordinating cross‑functional initiatives and managing timelines.
• Communication Excellence – Clear, concise, and persuasive in both written and verbal interactions.
• Adaptability – Comfortable navigating ambiguity and evolving client needs.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Customer Success Manager, you will:

• Progress to senior CSM or Customer Success Leadership roles, overseeing larger portfolios and mentoring junior teammates.
• Participate in leadership development programs, including workshops on strategic account management, negotiation, and data analytics.
• Engage in cross‑departmental projects that influence product strategy, go‑to‑market plans, and customer experience initiatives.
• Attend industry conferences, webinars, and certification courses to stay at the forefront of FoodTech and SaaS trends.
• Receive regular performance reviews that highlight strengths and identify targeted development plans.

Work Environment & Company Culture

brighthush champions a culture of transparency, innovation, and work‑life balance. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual stand‑ups and bi‑weekly all‑hands meetings.
• Collaborative tools such as Slack, Zoom, and Notion.
• Regular virtual coffee chats and team‑building activities.
• Access to a global network of peers and mentors.

We celebrate diversity, equity, and inclusion, and we’re committed to creating an environment where every voice is heard and every idea can thrive. Our leadership team actively mentors emerging talent, and we encourage cross‑functional learning through job shadowing and internal hackathons. The result is a vibrant, collaborative workplace where innovation is not just encouraged—it’s expected.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market rates for Customer Success Managers in the SaaS industry.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off, parental leave, and a generous holiday schedule.
• Professional development stipend and reimbursement for certifications, conferences, and courses.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and quarterly team off‑sites to foster camaraderie.

How to Apply

If you are passionate about building lasting client relationships, driving adoption, and contributing to a mission‑driven company, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Strategic Customer Success Manager role at brighthush.

Ready to join a team that’s redefining the future of FoodTech? Apply now and help us create brighter, safer, and more sustainable food supply chains.