Senior Strategic Customer Success Manager – Retail Technology Solutions & Global Account Expansion Champion for brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers retailers and hospitality brands to create seamless, omnichannel shopping experiences. From point‑of‑sale systems and mobile apps to e‑commerce platforms, social commerce tools, and cloud‑managed services, our portfolio is designed to help clients drive revenue, deepen customer loyalty, and stay ahead of the ever‑evolving retail landscape. Our mission is simple yet powerful: enable brands to craft unforgettable moments for millions of consumers every day.

Why brighthush?

At brighthush, we blend cutting‑edge software with a culture of innovation, collaboration, and customer obsession. Our team is made up of passionate technologists, data scientists, designers, and customer success professionals who thrive on solving complex problems and delivering measurable impact. We believe that every interaction with a client is an opportunity to build trust, uncover insights, and co‑create solutions that scale.

Position Overview

As a Senior Strategic Customer Success Manager at brighthush, you will be the primary advocate for our retail partners, guiding them from onboarding through adoption, optimization, and expansion. You will partner with cross‑functional teams—Sales, Product, Support, and Project Management—to ensure that our customers realize lasting value from our technology stack. Your success will be measured by the satisfaction, retention, and growth of the brands you serve.

Key Responsibilities

• Serve as the main operational point of contact for a portfolio of high‑value retail and hospitality customers, ensuring a smooth, end‑to‑end journey across all touchpoints.
• Build and nurture deep, trust‑based relationships with executive and operational stakeholders, understanding their business objectives and aligning brighthush solutions to achieve measurable outcomes.
• Monitor customer health metrics, usage data, and feedback loops to proactively identify risks, opportunities for engagement, and potential upsell or cross‑sell scenarios.
• Collaborate with Sales, Product, Support, and Project teams to resolve issues, streamline processes, and continuously improve the overall customer experience.
• Lead regular check‑ins, business reviews, and training sessions that reinforce best practices, showcase new features, and drive continued value realization.
• Act as the customer’s voice within brighthush, providing actionable insights to Product and Engineering that shape roadmap priorities and feature enhancements.
• Own the onboarding, adoption, and renewal lifecycle, ensuring timely delivery of milestones, clear communication, and a focus on customer impact.
• Analyze usage data and performance metrics to guide strategy, recommend optimizations, and report on key performance indicators to senior leadership.
• Travel internationally or within the United States as needed to support on‑site engagements, workshops, and strategic meetings.

Essential Qualifications

• Minimum of 3–5 years in a Customer Success, Account Management, or Service Delivery role within a SaaS or technology environment.
• Proven experience managing a diverse portfolio of accounts, each with unique needs and varying levels of complexity.
• Track record of improving customer retention, satisfaction scores (CSAT/NPS), or account growth through strategic initiatives.
• Strong background in conducting business reviews, creating value‑based presentations, and facilitating executive‑level discussions.
• Hands‑on experience with CSM platforms (e.g., Gainsight, Totango, or similar) and data analytics tools.
• Excellent verbal and written communication skills, capable of engaging both technical and non‑technical stakeholders.
• Demonstrated ability to manage onboarding, adoption, and renewal processes with a focus on timelines, deliverables, and customer impact.
• Comfortable analyzing usage data and customer metrics to inform strategy and action plans.
• Team player who thrives in a cross‑functional environment, collaborating effectively with Sales, Product, and Support teams.
• Willingness to travel as required, with a preference for candidates located in the Eastern or Central Time Zones.

Preferred Qualifications

• Experience in the retail or hospitality industry, with a deep understanding of omnichannel commerce challenges.
• Background in implementing CSM strategies and processes, including health scoring, risk mitigation, and expansion frameworks.
• Knowledge of cloud‑based POS, e‑commerce, and social commerce platforms.
• Project management certification (PMP, Agile, or similar) or proven experience leading cross‑functional initiatives.
• Fluency in multiple languages, enhancing communication with global clients.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering value and building long‑term relationships.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and align solutions accordingly.
• Analytical Acumen: Proficiency in interpreting data, deriving insights, and translating them into actionable plans.
• Problem‑Solving: Creative, resourceful, and resilient in addressing complex challenges.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Collaboration: Comfortable working across departments and influencing stakeholders at all levels.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Customer Success Manager, you will have access to:

• Structured onboarding and mentorship programs that pair you with senior leaders.
• Continuous learning tracks covering product deep dives, industry trends, and advanced CSM methodologies.
• Opportunities to lead cross‑functional projects, influencing product roadmap and go‑to‑market strategies.
• Clear career pathways to senior Customer Success roles, Director of Customer Success, or even executive positions within the organization.
• Regular performance reviews that focus on growth, skill development, and alignment with company objectives.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our hybrid work model blends remote flexibility with in‑office collaboration, ensuring you can work from the comfort of your home or join us at our Cincinnati headquarters for team events, hackathons, and strategy sessions. We celebrate diversity, encourage open dialogue, and reward ideas that drive customer success and business impact.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive base salary complemented by performance‑based incentives. In addition, we provide:

• Comprehensive medical, dental, and vision coverage starting on day one.
• Life and disability insurance to protect you and your loved ones.
• Uncapped paid time off (PTO) policy, allowing you to recharge without limits.
• Fully paid parental leave of up to 12 weeks, supporting new parents in their transition.
• Company‑matched 401(k) plan for long‑term financial security.
• Flexible work arrangements and a supportive environment that values work‑life balance.
• Regular team‑building events, wellness programs, and community outreach initiatives.

How to Apply

If you are a proactive, customer‑obsessed professional with a passion for retail technology and a desire to make a measurable impact, we encourage you to apply—even if you meet only 60% of the listed qualifications. At brighthush, we value diverse perspectives and are committed to creating an inclusive workplace where everyone can thrive.

To submit your application, please click the link below and provide your resume, a cover letter outlining your relevant experience, and any supporting materials that showcase your achievements in customer success.

Apply to this role at brighthush

Equal Employment Opportunity

brighthush is an Equal Employment Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status.