Strategic Customer Success Manager – Bilingual Dutch & English – Retail & Technology Solutions Leader

About brighthush

brighthush is a global, platform‑powered pioneer in unified commerce, redefining the way retailers and restaurants connect with their customers. With a mission to empower businesses to deliver seamless, data‑driven experiences, brighthush blends intelligent software, end‑to‑end payments, and industry‑specific services into a single, scalable ecosystem. Headquartered in Amsterdam and operating in more than 35 countries, brighthush is at the forefront of the retail and hospitality transformation, helping partners accelerate growth, streamline operations, and unlock new revenue streams.

Why Join brighthush?

At brighthush, we believe that the best solutions are built by people who are passionate, curious, and collaborative. Our culture is built on transparency, continuous learning, and a relentless focus on customer impact. As a member of our Customer Success team, you will:

• Work directly with high‑profile retail and restaurant clients across Europe, shaping the future of commerce.
• Collaborate with cross‑functional teams—Engineering, Product, Operations, and Sales—to deliver world‑class service.
• Drive measurable improvements in service reliability, performance, and customer satisfaction.
• Be part of a fast‑moving, high‑impact organization that rewards initiative and innovation.

Role Overview

The Customer Success Manager (CSM) at brighthush is the tactical linchpin that ensures our customers receive flawless, end‑to‑end service. You will translate customer needs into actionable service requirements, orchestrate the entire service chain, and champion continuous improvement initiatives. Your bilingual fluency in Dutch and English will enable you to build trust with stakeholders across the Netherlands and beyond.

Key Responsibilities

Customer & Stakeholder Engagement

• Serve as the primary tactical point of contact for customer delivery, satisfaction, and service‑related discussions.
• Translate complex customer requirements into clear, actionable service plans that align with business objectives.
• Build and nurture trusted relationships with customer operations, engineering, and executive teams.

Service Chain Governance

• Lead or contribute to end‑to‑end chain orchestration across internal teams, vendors, and SIAM‑related roles, ensuring seamless service delivery.
• Align operational teams with customer expectations, bridging gaps between strategy and execution.
• Coordinate across infrastructure, hardware, and field operations streams to maintain service integrity.

Operational Performance & Continuous Improvement

• Monitor service performance metrics, identify structural issues, and drive Continuous Improvement (CI) initiatives.
• Analyze recurring incidents, trends, and non‑functional requirements such as availability, reliability, and performance.
• Proactively recommend and implement service enhancements that elevate customer experience.

Tactical Delivery Leadership

• Operate above day‑to‑day operations, focusing on mid‑term service stability, roadmaps, and improvement plans.
• Connect industry trends and best practices to internal processes and customer environments.
• Collaborate with Engineering, Operations, and Product teams to ensure sustainable, high‑quality service delivery.

Technical Affinity

• Possess a deep understanding of store infrastructure, hardware lifecycles, and device/service architecture to engage effectively with technical stakeholders.
• Translate technology topics into business‑relevant outcomes for customers.

Essential Qualifications

• Strong grasp of infrastructure services, retail hardware, and/or operational technology environments.
• Experience in chain‑management, service management, or SIAM concepts.
• Proven ability to operate at a tactical level, driving strategy rather than just execution.
• Continuous improvement mindset, with a track record of identifying and remediating structural service issues.
• Excellent analytical skills focused on non‑functional requirements.
• Exceptional communication skills, capable of navigating between technical teams and business stakeholders.

Preferred Qualifications

• Background in managed services, retail technology, or multi‑vendor service landscapes.
• Familiarity with incident and problem management frameworks.
• Ability to connect external industry trends to customer environments and internal processes through a lens of best practice.

Skills & Competencies

• Strategic Thinking & Execution
• Stakeholder Management & Relationship Building
• Service Orchestration & Governance
• Data‑Driven Decision Making
• Problem Solving & Root Cause Analysis
• Change Management & Process Improvement
• Technical Fluency in Retail & Hospitality Infrastructure
• Fluency in Dutch and English (written & spoken)

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a CSM, you will:

• Gain exposure to cutting‑edge retail and hospitality technologies.
• Lead cross‑functional projects that shape the future of unified commerce.
• Participate in leadership training programs and mentorship initiatives.
• Earn certifications in service management, SIAM, or industry‑specific standards.
• Advance into senior Customer Success, Product Management, or Operations leadership roles.

Work Environment & Culture

Our Amsterdam office is a vibrant, collaborative hub where creativity meets execution. We champion a flexible work model, offering:

• Hybrid work arrangements with a healthy work‑life balance.
• Inclusive, diverse, and supportive team culture.
• Regular hackathons, knowledge‑sharing sessions, and innovation labs.
• Access to state‑of‑the‑art tools and resources.

Compensation & Benefits

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

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to customer success metrics.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, gym memberships, and mental health support.
• Team‑building events, company retreats, and social initiatives.

How to Apply

If you are a results‑driven, bilingual professional who thrives in a fast‑paced, customer‑centric environment, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Success Manager role at brighthush.

Join brighthush and Shape the Future of Unified Commerce

At brighthush, we’re not just building technology—we’re creating experiences that transform how people shop and dine. As a Customer Success Manager, you will be at the heart of this transformation, ensuring our partners achieve their goals and delight their customers. If you’re ready to make a tangible impact, grow your career, and be part of a dynamic, inclusive team, apply today and help us illuminate the next chapter of commerce.