Strategic Customer Success Manager – Retail & Consumer Goods Vertical – Drive Growth & Retention for Connected TV Advertising Solutions

Welcome to brighthush – Where People‑First Innovation Meets Connected TV Advertising

At brighthush we believe that extraordinary products are built by extraordinary people. Our culture is defined by trust, ambition, radical honesty, and compassionate leadership – values that empower every team member to bring their best self to work each day. Recognized as a top workplace by industry leaders, we are proud to be the creators of the hardest‑working software in television, delivering unrivaled performance and simplicity to the world of Connected TV (CTV) advertising.

Our self‑serve platform transforms the way brands launch TV ads, making the experience as intuitive as searching on Google or scrolling through a social feed. By marrying cutting‑edge AI with a people‑first philosophy, we help advertisers drive measurable conversions, revenue, site visits, and brand awareness—all while preserving the human touch that fuels creativity and strategic insight.

About the Role – Customer Success Manager (Retail & Consumer Goods)

We are seeking a dynamic, relationship‑focused Customer Success Manager to own a strategic portfolio of mid‑market retailers and consumer‑goods brands. In this high‑touch, consultative position you will act as the trusted advisor who guides customers through the entire lifecycle – from onboarding to expansion – ensuring they unlock the full value of brighthush’s CTV advertising solutions.

This role sits within a vertical‑focused pod, collaborating closely with sales, product, and marketing teams to deliver a seamless, data‑driven experience that drives retention, revenue growth, and long‑term partnership.

Key Responsibilities

• Portfolio Ownership: Serve as the primary point of contact for a curated set of retail and consumer‑goods customers, managing the end‑to‑end relationship.
• Strategic Advisory: Develop deep business acumen for each client, understanding seasonal calendars, promotional cycles, margin dynamics, and how CTV integrates into broader retail‑media strategies.
• Retention & Expansion: Proactively design account plans, conduct quarterly business reviews, and recommend optimization tactics that drive measurable ROI and open pathways for upsell and cross‑sell.
• Onboarding Excellence: Lead new‑customer onboarding, ensuring rapid time‑to‑value through hands‑on training, goal‑setting, and early‑stage performance monitoring.
• Industry Expertise: Stay ahead of retail‑industry trends, competitive movements, and emerging performance benchmarks; translate insights into actionable recommendations for customers.
• Risk Management: Monitor health scores, anticipate churn signals, and intervene early with remediation plans to safeguard renewals.
• Cross‑Functional Collaboration: Partner with Sales Executives, Product Managers, and Marketing Specialists to shape playbooks, improve processes, and champion the voice of the customer internally.
• Data‑Driven Storytelling: Leverage analytics, dashboards, and performance metrics to illustrate impact, identify growth opportunities, and communicate value to executive stakeholders.

What Success Looks Like

• Consistently meeting or exceeding retention, net‑revenue, and expansion targets for the assigned portfolio.
• Customers view you as a strategic partner who understands their business and consistently delivers measurable growth.
• New customers achieve early wins, adopt the brighthush platform confidently, and become advocates within their organizations.
• Expansion opportunities are identified early, qualified, and converted into incremental revenue streams.
• Account health metrics remain strong, with risks flagged and mitigated before they affect renewal conversations.
• Pod‑level revenue goals are met or surpassed, contributing to the overall success of the Retail & Consumer Goods vertical.
• CRM data, account plans, and health dashboards are kept accurate, up‑to‑date, and actionable for the broader organization.

Essential Qualifications

• 3–6 years of experience in Customer Success, Account Management, or a comparable client‑facing role managing strategic relationships.
• Demonstrated success driving retention, revenue growth, and expansion within a SaaS, AdTech, MarTech, or performance‑marketing environment.
• Strong ability to build trust‑based relationships with senior stakeholders and act as a credible advisor.
• Proven track record of partnering with sales teams to achieve shared revenue objectives.
• Excellent communication and presentation skills, with experience leading executive business reviews.
• Comfortable using data, analytics, and performance insights to uncover opportunities and demonstrate ROI.
• Hands‑on experience with CRM platforms such as Salesforce, Intercom, or similar tools.
• Self‑starter attitude, comfortable working remotely and presenting via video conference; occasional in‑person meetings may be required.

Preferred Qualifications & Nice‑to‑Haves

• Background in e‑commerce, retail, or consumer‑products marketing, with familiarity of inventory, margin, and promotional planning cycles.
• Experience with Connected TV advertising, programmatic media buying, or digital video performance campaigns.
• Knowledge of AI‑driven optimization tools and how they can augment, not replace, human strategy.
• Previous exposure to fast‑growing tech startups or high‑velocity B2B environments.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with brighthush capabilities, and craft long‑term growth plans.
• Analytical Acumen: Proficiency in interpreting campaign data, health scores, and financial metrics to drive actionable insights.
• Relationship Management: Skilled at nurturing multi‑level stakeholder relationships, from marketing managers to C‑suite executives.
• Problem Solving: Proactive in identifying challenges, developing mitigation strategies, and turning obstacles into opportunities.
• Collaboration: Comfortable working in cross‑functional pods, sharing knowledge, and influencing product roadmaps based on customer feedback.
• Adaptability: Thrives in a fast‑changing environment, quickly mastering new industry verticals and platform features.

Career Growth & Learning at brighthush

At brighthush, your professional development is a priority. You will have access to:

• Mentorship programs pairing you with senior leaders in Customer Success and Product.
• Continuous learning stipends for certifications, conferences, and industry workshops.
• Opportunities to lead internal training sessions, shaping the next generation of CSM talent.
• A clear promotion pathway from Associate CSM to Senior Manager, Director, and beyond, based on performance and impact.
• Exposure to cutting‑edge AI and data‑science initiatives that keep you at the forefront of advertising technology.

Our Culture – People First, Innovation Always

We are proud of a culture that celebrates:

• Radical Honesty: Open, transparent communication is encouraged at every level.
• Compassionate Leadership: Leaders act as coaches, fostering growth and well‑being.
• Ambition & Trust: High expectations are balanced with the confidence that every team member will deliver.
• Quality‑Driven Execution: We obsess over delivering flawless experiences for our customers.
• Flexibility: Remote‑first work model, flexible hours, and a results‑oriented mindset.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive base salary, performance‑based bonuses, and equity participation. Additional benefits include:

• Comprehensive health, dental, and vision coverage.
• Generous paid time off and holidays.
• 401(k) plan with company match.
• Wellness stipend, mental‑health resources, and employee assistance programs.
• Home office allowance and technology reimbursement.
• Regular virtual team events, annual in‑person retreats, and a vibrant internal community.

How to Apply

If you are passionate about helping retail and consumer‑goods brands thrive in the Connected TV space, and you thrive in a fast‑moving, people‑centric environment, we want to hear from you. Submit your application through the link below, and be prepared to showcase how your experience aligns with the responsibilities and success metrics outlined above.

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Join brighthush – Make an Impact That Matters

At brighthush, you won’t just fill a seat—you’ll become an integral part of a mission‑driven team that is reshaping the future of television advertising. Your expertise will help brands reach audiences in meaningful ways, while you grow your career alongside some of the brightest minds in the industry. Take the next step, bring your ambition, and let’s build the future of CTV together.