Strategic Customer Success Team Lead – Driving Client Growth, Retention, and Operational Excellence for brighthush’s Cutting‑Edge Retail Technology Solutions

About brighthush

brighthush is a mission‑driven technology company that empowers local businesses to thrive in both the digital and physical worlds. Founded in 2011, we began as a niche floral marketplace and have since evolved into a comprehensive suite of industry‑specific software solutions that level the playing field for small‑to‑mid‑size retailers. Today, brighthush serves four distinct verticals—florists, food & beverage, liquor, and specialty food retailers—delivering tools that streamline operations, enhance customer engagement, and unlock new revenue streams.

Our culture is built on transparency, collaboration, and a relentless focus on the customer. We operate with no unnecessary hierarchy, encouraging every team member to voice ideas, experiment, and drive tangible impact. With a headquarters in Santa Monica, CA, and a growing remote workforce, brighthush offers the flexibility of a global team while maintaining the close‑knit camaraderie of a startup.

Why Join brighthush?

• Impact‑oriented work – You’ll be at the forefront of transforming how local businesses connect with their communities.
• Fast‑paced, collaborative environment – Work alongside passionate product, engineering, and sales teams that value experimentation and rapid iteration.
• Career acceleration – Opportunities to lead cross‑functional initiatives, mentor junior staff, and shape the future of our customer success organization.
• Competitive compensation – Equity/stock options in a profitable, high‑growth company, plus a comprehensive benefits package.
• Work‑life balance – Flexible remote options, generous paid time off, and a culture that respects personal time.

Role Overview

As the Customer Success Team Lead at brighthush, you will own a portfolio of key accounts, ensuring they receive maximum value from our platform and support services. You will guide a team of five offshore representatives, fostering a culture of excellence, accountability, and continuous improvement. Your strategic vision and hands‑on execution will directly influence customer retention, upsell opportunities, and overall satisfaction.

Key Responsibilities

• Account Ownership – Manage a dedicated book of business, building deep relationships with restaurant, floral, and retail partners.
• Retention & Growth – Drive renewal rates, identify upsell opportunities, and collaborate with sales to expand the partnership ecosystem.
• Team Leadership – Mentor, coach, and evaluate five offshore customer success representatives, ensuring high performance and professional development.
• Process Optimization – Analyze support workflows, identify bottlenecks, and implement streamlined procedures that improve efficiency and customer experience.
• Issue Escalation & Resolution – Triaging incoming support tickets, diagnosing problems, and escalating technical bugs to engineering with clear documentation.
• Product Evangelism – Champion brighthush products, conducting training sessions, webinars, and on‑site demos to help partners maximize ROI.
• Data‑Driven Insights – Monitor key metrics (NPS, CSAT, churn, usage), generate actionable reports, and present findings to senior leadership.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Marketing, and Sales to relay customer feedback, shape roadmap priorities, and launch new features.
• Quality Assurance – Review offshore team deliverables, ensuring consistency, accuracy, and alignment with brighthush standards before escalation.
• Advocacy & Communication – Serve as the primary advocate for partner needs, maintaining open lines of communication and fostering trust.

Essential Qualifications

• Minimum 1 year of experience in a Customer Success or Account Management role, managing a dedicated portfolio.
• Proven track record of maintaining high retention rates and driving customer satisfaction.
• Experience leading or supervising remote or offshore teams.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills in English; bilingual Spanish is a significant advantage.
• Comfortable working in a fast‑paced, ambiguous environment with shifting priorities.
• Tech‑savvy, with proficiency in CRM systems (Salesforce preferred), knowledge bases (Confluence, Zendesk), and data tools (Excel, Google Sheets).

Preferred Qualifications

• Experience in the hospitality, floral, or retail sectors.
• Background in SaaS product adoption and training.
• Familiarity with agile methodologies and cross‑functional project management.
• Prior exposure to equity‑based compensation and startup culture.

Key Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain high‑performing team members.
• Customer‑Centric Mindset – Deep empathy for partner challenges and a passion for delivering solutions.
• Problem‑Solving – Creative, data‑driven approach to diagnosing and resolving complex issues.
• Communication – Clear, concise, and persuasive communication across all stakeholder levels.
• Adaptability – Thrive in a dynamic environment, pivoting quickly when priorities shift.
• Strategic Thinking – Align day‑to‑day operations with long‑term business goals.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by your ambition and performance. As a Customer Success Team Lead, you will:

• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in leadership training programs, mentorship circles, and industry conferences.
• Access a curated library of courses, certifications, and learning resources to deepen your expertise.
• Benefit from a culture that rewards innovation, ownership, and measurable impact.

Work Environment & Culture

brighthush’s culture is a blend of startup agility and professional excellence. We celebrate diversity, encourage open dialogue, and value every voice. Our remote‑first approach means you can work from anywhere while staying connected through weekly all‑hands meetings, virtual coffee chats, and collaborative tools. On‑site, we offer a vibrant office space in Santa Monica, complete with a fully stocked snack bar, weekly catered lunches, and a relaxed, creative atmosphere.

Compensation & Benefits

• Equity & Stock Options – Share in the company’s growth and success.
• Health & Wellness – Comprehensive medical, dental, and vision coverage for you and your dependents.
• Transportation Allowance – Parking, rideshare, or metro credit to ease your commute.
• Technology Stipend – Company‑provided MacBook Pro, monitor, and peripheral equipment.
• Paid Time Off – Generous vacation, sick leave, and personal days.
• Professional Development – Budget for conferences, workshops, and certifications.
• Wellness Programs – Gym membership discounts, mental health resources, and wellness stipends.
• Team Building & Events – Quarterly retreats, hackathons, and community service days.

How to Apply

If you’re ready to lead a high‑impact customer success team, drive measurable growth, and shape the future of local business technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush.

Join brighthush and help us redefine the way local businesses connect, grow, and succeed.