Senior Vice President of Customer Experience & Success – Leading Global Growth, Innovation, and Unparalleled Customer Delight at brighthush

About brighthush

brighthush is more than a technology vendor; it is the engine that powers the next generation of commerce media. With a unified operating system that fuels over $12 B in advertising spend across more than 100 global retail media networks, we deliver real‑time insights, predictive targeting, and automated media buying that unlocks unprecedented performance for more than 70,000 partners. Our platform is the single, mission‑driven interface that enables brands, agencies, and retailers to drive measurable lift, expand reach, and transform the entire commerce ecosystem.

Since our founding, brighthush has captured 12 % of total retail media ad spend worldwide (excluding China), cementing our position as the catalyst for digital transformation in commerce. We are a community of innovators, data scientists, and customer‑obsessed leaders who believe that great careers are built, not just found. At brighthush, you will rise as an industry leader, push the boundaries of innovation, own your journey, and thrive within an inclusive global community that is redefining the future of commerce.

Why This Role Matters

As the Senior Vice President of Customer Experience & Success, you will be the chief architect of a world‑class customer experience ecosystem that blends human empathy with AI‑driven efficiency. Your strategic vision will shape how 70,000+ brands and agencies interact with brighthush, ensuring they extract maximum value from our platform while driving revenue growth for the company. You will lead cross‑functional initiatives, influence product strategy, and champion a customer‑centric culture that permeates every level of the organization.

What You’ll Achieve

In this role, you will:

• Translate high‑level goals into actionable roadmaps and measurable outcomes.
• Build and scale a Managed Services department that delivers seamless transitions for customers migrating from legacy platforms.
• Partner with Sales to equip teams with the tools, insights, and support needed to close deals, upsell, and cross‑sell.
• Serve on the senior leadership team, shaping company strategy, culture, and product direction.
• Collaborate with Product, Marketing, and Engineering to map the end‑to‑end customer journey and identify friction points.
• Develop a proactive health scoring system and engagement framework that monitors key indicators, mitigates churn risk, and drives value realization.
• Leverage AI, automation, and process optimization to scale interactions, reduce friction, and improve satisfaction.
• Act as the internal advocate for customer needs, influencing product priorities and strategic decisions.
• Recruit, coach, and mentor a high‑performing team, fostering a culture of growth, accountability, and continuous learning.
• Continuously refine processes, standardize playbooks, and leverage analytics to enhance efficiency and ensure sustainable, scalable growth.

Key Responsibilities

• Strategic Vision & Execution: Design and implement a scalable Customer Success and Support strategy that accelerates product adoption, retention, and expansion. Translate high‑level goals into actionable roadmaps and measurable outcomes.
• Managed Services & Professional Services: Own the creation and scaling of a Managed Services department—from strategy and structure to team building and operational execution. Deliver a seamless transition for customers migrating from legacy platforms and establish a sustainable, scalable growth engine.
• Sales Enablement & Revenue Growth: Partner with Sales to equip teams with the tools, insights, and support needed to close deals, upsell, and cross‑sell. Align Customer Success metrics with sales KPIs to create a unified revenue engine.
• Senior Leadership Partner: Serve on the brighthush senior leadership team, shaping company strategy, culture, and product direction. Bring a customer‑centric lens to every cross‑functional decision.
• Customer Journey Optimization: Collaborate with Product, Marketing, and Engineering to map the end‑to‑end customer journey. Identify friction points, design solutions, and monitor adoption to maximize lifetime value.
• Health & Engagement Program: Build a proactive health scoring system and engagement framework that monitors key indicators, mitigates churn risk, and drives value realization across the customer lifecycle.
• Scale & Efficiency: Leverage AI, automation, and process optimization to scale interactions, reduce friction, and improve satisfaction. Balance technology with human touch where it matters most.
• Voice of the Customer: Act as the internal advocate for customer needs, influencing product priorities and strategic decisions across the organization.
• Team Development & Culture: Recruit, coach, and mentor a high‑performing team. Foster a culture of growth, accountability, and continuous learning.
• Process Optimization: Continuously refine processes, standardize playbooks, and leverage analytics to enhance efficiency and ensure sustainable, scalable growth.

Essential Qualifications

• 12+ years of progressive experience in Customer Success, with at least 4+ years in senior leadership roles managing large B2B SaaS accounts.
• Proven track record of scaling Customer Success teams at high‑growth SaaS companies, driving both Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Strong leadership and second‑line management skills, with a focus on mentoring, coaching, and developing high‑potential talent.
• Demonstrated success in building cross‑functional relationships and driving revenue growth through a customer‑centric approach.
• Expertise in customer lifecycle management, renewal strategies, and customer health metrics.
• Experience designing and implementing tech‑touch customer success programs to engage and retain a large customer base (preferred).
• Proficiency with CRM tools, particularly Salesforce, and experience implementing customer success software.
• Strong business acumen, data‑driven decision‑making ability, and the skill to translate metrics into actionable insights.

Preferred Qualifications

• Experience in the retail media or e‑commerce advertising space, with a deep understanding of the challenges and opportunities in this sector.
• Background in AI‑driven customer experience platforms or data‑centric product teams.
• Track record of building and scaling managed services or professional services organizations.
• Experience working in a fast‑paced, high‑growth startup environment with a culture of experimentation and continuous improvement.

Skills & Competencies

• Strategic Vision & Execution
• Customer Advocacy & Empathy
• Data‑Driven Decision Making
• Team Leadership & Development
• Cross‑Functional Collaboration
• Process Improvement & Automation
• Financial Acumen & Budget Management
• Change Management & Cultural Leadership

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior VP, you will:

• Lead a high‑impact, cross‑functional team that directly influences product roadmap and company strategy.
• Participate in executive leadership discussions, shaping the future of commerce media technology.
• Mentor and develop future leaders, creating a lasting legacy of talent development.
• Access continuous learning resources, including industry conferences, advanced AI workshops, and leadership development programs.
• Benefit from a culture that rewards innovation, experimentation, and bold thinking.
• Enjoy a flexible work environment that supports remote work, hybrid schedules, and a healthy work‑life balance.
• Receive recognition and rewards for driving measurable impact on customer satisfaction and company growth.

Work Environment & Culture

brighthush is built on a foundation of inclusivity, collaboration, and relentless curiosity. Our culture is defined by:

• Global Community: A diverse, worldwide team that brings unique perspectives and drives creative solutions.
• Transparent Communication: Open channels across all levels, fostering trust and shared ownership.
• Agile Mindset: Rapid iteration, data‑backed experimentation, and a willingness to pivot when necessary.
• Work‑Life Harmony: Flexible work arrangements, remote options, and a focus on employee well‑being.
• Impact‑Driven: Every role at brighthush has a clear, measurable impact on customers and the business.
• Continuous Learning: Regular hackathons, knowledge‑sharing sessions, and mentorship programs to keep skills sharp.
• Community Engagement: Opportunities to volunteer with local and global nonprofits, with paid volunteer days and matching contributions.

Compensation & Benefits

The annual base salary range for this position is $215,000–$250,000 USD. The actual salary will vary based on experience, skills, and internal equity. In addition to the base salary, you will be eligible for:

• Competitive annual bonus tied to company and individual performance.
• Equity options that align your success with the long‑term growth of brighthush.
• Flexible Paid Time Off (PTO) and paid holidays, including floating holidays.
• Comprehensive health benefits: medical, dental, vision, FSA, HSA with employer contribution, life insurance, and pet insurance.
• 401(k) with employer match.
• Paid parental leave and support for new parents.
• Company‑subsidized memberships to brighthush for wellness and fitness.
• Access to fertility and family‑building resources through brighthush.
• Opportunity to volunteer with a 501(c)(3) organization and receive up to 2 days of paid volunteer time.
• Annual incentive plans that reward high performance and innovation.
• Professional development stipend and tuition reimbursement for relevant courses.
• Regular wellness programs, including mindfulness sessions and ergonomic assessments.

Diversity & Inclusion

brighthush is committed to building a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. We celebrate differences and believe that a diverse team fuels creativity, innovation, and better business outcomes.

Ready to Join brighthush?

If you are a visionary leader who thrives on transforming customer experiences, driving adoption, and building high‑performing teams, we invite you to apply. Join brighthush and help shape the future of commerce media while advancing your career in an environment that values innovation, collaboration, and impact.