Strategic Senior Customer Success Manager – Retail Workforce & Store Execution Solutions Leader (US) – Driving Customer Growth, ROI, and Operational Excellence at brighthush

About brighthush

brighthush is a trailblazer in the retail workforce and store execution arena, redefining how retailers of every scale—from boutique shops to national chains—manage their most valuable asset: people. Our AI‑driven platform seamlessly integrates labor management, inventory control, time‑and‑attendance, task orchestration, food‑safety compliance, and employee self‑service into a single, intuitive ecosystem. By marrying advanced machine‑learning, predictive analytics, and industrial‑engineering best practices, we empower retailers to cut costs, boost productivity, and elevate the in‑store experience for customers worldwide.

With a footprint that spans North America, Europe, Australia, and Oceania, brighthush partners with thousands of stores, turning raw data into actionable insights that drive profitability and delight. Our culture is built on innovation, collaboration, and a relentless focus on customer success. If you are passionate about shaping the future of retail technology and thrive in an environment that values creativity and impact, brighthush is the place for you.

Why This Role Matters

As a Senior Customer Success Manager, you will be the linchpin that ensures our customers not only adopt our platform but thrive with it. You will act as a trusted advisor, advocate, and growth catalyst for a portfolio of retail partners, guiding them from initial implementation through ongoing optimization and expansion. Your mission is to deliver exceptional value, exceed expectations, and turn customers into long‑term champions of brighthush.

• Strategic Impact: Shape the customer journey, influence product roadmap, and drive revenue growth through renewals and upsells.
• Customer‑Centric Culture: Directly fuel our reputation for outstanding service and customer satisfaction.
• Career Growth: Launchpad to senior leadership positions in Customer Success, Product Management, or Sales.

Key Responsibilities

1. Build and Nurture Strategic Customer Relationships

• Establish trust‑based relationships with key stakeholders across all levels of each customer organization.
• Serve as the customer’s strategic advisor and internal advocate, ensuring their goals and feedback shape product development and service delivery.
• Conduct regular Executive Business Reviews (EBRs) to assess performance, surface new opportunities, and align strategic objectives.
• Champion customer success stories internally, showcasing best practices and success metrics to inspire cross‑functional teams.
• Develop and maintain a deep understanding of each customer’s business model, pain points, and growth ambitions.
• Act as the primary point of contact for escalated issues, coordinating with support, product, and engineering to resolve them swiftly.

2. Drive Value Realization and Success Planning

• Collaborate with customers to co‑create Success Plans featuring clear goals, KPIs, and milestones aligned to their desired outcomes.
• Proactively monitor product adoption, usage trends, and health scores to drive retention and prevent churn.
• Identify and eliminate barriers to adoption by leveraging enablement resources, training, and best practices.
• Facilitate workshops and training sessions that empower customers to maximize platform value.
• Provide actionable insights to the product team based on customer feedback and usage trends to influence roadmap decisions.
• Track and report on key success metrics, ensuring transparency and accountability across the organization.

3. Coordinate Account Renewals and Expansion Opportunities

• Track all upcoming renewals, including key contractual usage metrics.
• Execute straightforward renewals efficiently, ensuring timelines, value, and customer satisfaction are maintained.
• Partner with Account Managers on strategic renewals and expansion opportunities, ensuring seamless execution.
• Develop strong advocates across the assigned customer portfolio.
• Maintain key metrics within the brighthush Customer Success platform to track and communicate success metrics internally.
• Prepare renewal proposals that clearly articulate ROI, cost savings, and strategic benefits.

4. Foster Cross‑Functional Collaboration and Continuous Improvement

• Work closely with Product, Support, Sales, and Implementation teams to deliver a consistent, high‑value customer experience.
• Contribute to the creation of scalable enablement materials, such as onboarding guides and success playbooks.
• Provide actionable insights to the product team based on customer feedback and usage trends to influence roadmap decisions.
• Act as the escalation point for support and relationship issues, ensuring timely resolution.
• Lead post‑implementation reviews that capture lessons learned and drive process enhancements.
• Champion a culture of continuous improvement by identifying gaps and proposing solutions across the customer journey.

5. Mentor and Enable Internal Teams

• Mentor and support junior brighthush team members to build internal capability.
• Drive continuous improvement of customer success processes and tools.
• Participate in cross‑functional initiatives aimed at enhancing customer satisfaction, loyalty, and Net Promoter Score (NPS).
• Champion a culture of knowledge sharing by hosting internal workshops and knowledge‑exchange sessions.
• Contribute to the development of internal metrics and dashboards that track team performance.
• Represent the Customer Success function in executive meetings and strategy sessions.

Success Metrics

• Customer Retention Rate: Drive renewals by consistently delivering value and cultivating strong, long‑term relationships.
• Customer Health Score: Monitor and improve engagement and satisfaction using established health scoring frameworks.
• Customer Satisfaction (CSAT): Maintain high CSAT scores across all touchpoints, including onboarding, support, and ongoing interactions.
• Net Promoter Score (NPS): Enhance customer advocacy and increase referral opportunities by delivering exceptional experiences.
• Expansion Revenue: Identify and secure upsell and cross‑sell opportunities that align with customer goals.
• Time to Value: Reduce the time it takes for customers to realize ROI from the platform.

Qualifications & Experience

• 5–10+ years of proven customer success management experience, preferably within the retail industry.
• Comfortable engaging with senior leadership as a peer, challenging assumptions respectfully, and driving alignment on key initiatives.
• Deep familiarity with workforce management software, best practices, and strategies.
• Experience working with large retail organizations and understanding their unique needs and goals.
• Demonstrated ability to collaborate with cross‑functional teams on large‑scale software implementations.
• Outstanding leadership, organizational, and communication skills.
• Proven track record of solving complex organizational problems.
• BS/BA in Business Management, Industrial Engineering, or a related field.
• Advanced proficiency in brighthush tools (Excel, Salesforce, Tableau, etc.) and a strong analytical mindset.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market trends, and translate them into actionable plans.
• Relationship Management: Proven skill in building and maintaining high‑level partnerships with C‑suite executives.
• Data‑Driven Decision Making: Comfortable turning complex data sets into clear insights that drive business outcomes.
• Project Management: Experience managing multiple initiatives simultaneously while meeting deadlines and budgets.
• Communication: Exceptional written and verbal communication skills, with the ability to tailor messages to diverse audiences.
• Problem Solving: Creative and analytical approach to troubleshooting and resolving customer challenges.
• Collaboration: Strong teamwork orientation, with a history of working effectively across functional boundaries.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As a Senior Customer Success Manager, you will:

• Gain exposure to executive leadership and influence product strategy at the highest levels.
• Develop expertise in AI‑driven retail solutions, positioning you as a thought leader in the industry.
• Participate in cross‑functional leadership programs that prepare you for senior roles in Customer Success, Product Management, or Sales.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Benefit from a mentorship culture that encourages knowledge sharing and professional development.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and customer obsession. Our team is:

• Highly diverse, with a global perspective that enriches our solutions.
• Data‑centric, using analytics to drive decisions and measure success.
• Customer‑first, always putting the retailer’s needs at the center of everything we do.
• Agile, embracing rapid iteration and continuous improvement.
• Supportive, with a focus on work‑life balance and employee well‑being.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity or stock‑option opportunities to share in the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements, with options for remote or hybrid schedules.
• Professional development budget and access to industry conferences.
• Wellness programs, including gym memberships, mental health resources, and employee assistance programs.
• Team‑building events, company retreats, and social initiatives that foster community.

How to Apply

Ready to lead the next wave of retail transformation? Join brighthush and help retailers worldwide unlock their full potential. Submit your application through our careers portal or click the link below to apply directly.

We look forward to discovering how your expertise and passion can elevate our customers and drive brighthush’s mission forward.