Strategic Customer Success Manager – Driving Growth & Retention for AI‑Powered Marketing Platforms at brighthush

About brighthush

brighthush is a trailblazing AI‑powered marketing cloud that transforms the way brands connect with their audiences. Leveraging advanced artificial intelligence and a proprietary database of trillions of consumer signals, we empower marketers to acquire, nurture, and retain customers with unprecedented precision. Our flagship brighthush Marketing Platform (BMP) unifies identity, intelligence, and omnichannel activation into a single, intuitive interface, enabling enterprises across diverse verticals to deliver personalized experiences at scale.

Founded in 2007, brighthush has grown into a global leader headquartered in New York City, with offices spanning North America, Europe, and Asia. Our mission is simple yet ambitious: make sophisticated marketing simple. By combining cutting‑edge AI, data science, and a deep understanding of human behavior, we help brands achieve measurable business outcomes—higher engagement, increased revenue, and lasting customer loyalty.

Role Overview

As a Customer Success Manager (CSM) at brighthush, you will be the strategic advisor and primary point of contact for a portfolio of high‑value clients. You will partner with marketing teams to design and execute data‑driven engagement strategies, drive platform adoption, and ensure clients realize tangible ROI from their investment in the brighthush ecosystem.

In this role, you will own retention and revenue growth within your book of business, identifying upsell and cross‑sell opportunities while helping clients unlock new value from our AI‑enhanced solutions. Your success will be measured by client satisfaction, renewal rates, and the expansion of platform usage across email, SMS, and other addressable channels.

Key Responsibilities

• Client Success & Growth: Own a portfolio of client relationships, acting as their trusted strategic advisor and champion.
• Retention & Expansion: Lead renewal negotiations, identify upsell opportunities, and drive revenue growth through increased platform adoption.
• Strategic Engagement: Partner with clients to develop and execute data‑driven marketing strategies across email, SMS, and other addressable channels.
• Journey & Campaign Design: Guide clients in building customer journeys, lifecycle marketing programs, and campaign strategies that resonate with their audiences.
• Quarterly Business Reviews (QBRs): Conduct regular QBRs focused on performance metrics, growth opportunities, and strategic roadmap alignment.
• Cross‑Functional Collaboration: Coordinate with Solutions Consulting, Product, Operations, and Support to deliver scoped services with a focus on quality, efficiency, and outcomes.
• Platform Advocacy: Drive adoption of new features, educate clients on best practices, and provide actionable feedback to Product and internal teams.
• Operational Excellence: Oversee client billing, budgeting, and forecasting processes; ensure timely resolution of client issues in partnership with internal stakeholders.

Essential Qualifications

• Bachelor’s degree in Marketing, Business, Communications, or a related field.
• 3–5 years of experience in Customer Success, Account Management, or digital marketing.
• Proven track record working with email and digital marketing programs.
• Hands‑on experience with marketing automation or ESP platforms.
• Familiarity with customer journey development and lifecycle marketing strategies.
• Experience managing multi‑channel or omnichannel marketing campaigns.
• Excellent communication, presentation, and relationship‑management skills.
• Strong organizational skills and proficiency with Excel, PowerPoint, and Word.

Preferred Qualifications

• Experience in the AI‑powered marketing space or with large, data‑centric platforms.
• Knowledge of advanced segmentation techniques and predictive analytics.
• Background in B2B enterprise marketing or SaaS product adoption.
• Certifications in marketing automation platforms (e.g., HubSpot, Marketo, Salesforce Marketing Cloud).
• Fluency in additional languages to serve a global client base.

Skills & Competencies

• Strategic Thinking: Ability to translate business objectives into actionable marketing strategies.
• Data‑Driven Decision Making: Comfortable interpreting analytics dashboards and deriving insights.
• Client‑Centric Mindset: Passion for delivering exceptional customer experiences and building long‑term partnerships.
• Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Collaboration & Influence: Adept at working cross‑functionally and influencing stakeholders at all levels.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces continuous learning.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering professional development. As a CSM, you will:

• Progress to senior CSM or Director of Customer Success roles, leading larger client portfolios and shaping strategy.
• Transition into product management, consulting, or sales leadership, leveraging your deep understanding of client needs and platform capabilities.
• Participate in our internal mentorship program, pairing you with seasoned leaders across the organization.
• Access to continuous learning resources, including workshops, certifications, and industry conferences.
• Opportunity to contribute to product roadmap discussions, ensuring our platform evolves to meet market demands.

Work Environment & Culture at brighthush

Our culture is built on trust, transparency, and a shared commitment to innovation. We celebrate diversity, equity, and inclusion, ensuring every team member feels valued and empowered to bring their whole selves to work. Key cultural pillars include:

• Collaboration: Cross‑functional teams work together to solve complex challenges.
• Innovation: We encourage experimentation and reward creative problem‑solving.
• Growth Mindset: Continuous learning is embedded in our daily routines.
• Work‑Life Balance: Flexible PTO, remote work options, and wellness programs support personal well‑being.
• Community: Employee resource groups, volunteer initiatives, and social events foster belonging.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and contributions:

• Base Salary: $90,000 – $100,000 (commensurate with experience and location).
• Performance Bonus: Annual bonus tied to client retention, expansion, and overall business goals.
• Equity: Employee Equity and Stock Purchase Plan, giving you a stake in brighthush’s future.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; virtual wellness classes; pet insurance.
• Paid Time Off: Flexible PTO policy to recharge and pursue personal interests.
• Professional Development: Reimbursement for certifications, courses, and industry conferences.
• Remote Work: Fully remote role based in the United States, with support for home office setup.

How to Apply

Ready to join a forward‑thinking team that is redefining marketing? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to This Role

Closing

As a Customer Success Manager at brighthush, you will be at the forefront of a transformative movement in marketing technology. You’ll partner with visionary clients, drive measurable impact, and shape the future of AI‑powered engagement. If you thrive on building relationships, solving complex problems, and delivering results, we want to hear from you. Join brighthush and help us empower brands to connect with customers in ways that were once unimaginable.