Vice President, Customer Experience – Driving World‑Class Engagement & Retention at brighthush

About brighthush

brighthush is the leading Commerce Media Operating System that powers more than $12 billion in advertising spend across 100+ global retail media networks, including Amazon, Walmart, Target, Kroger, Instacart, Criteo, and CitrusAd. Leveraging cutting‑edge AI and real‑time data, brighthush empowers over 70,000 brands and agencies to maximize advertising performance, unlock incremental lift, and expand reach across the entire commerce ecosystem from a single, unified mission control platform.

In 2025, brighthush accounted for 12 % of total retail media ad spend worldwide (excluding China). By combining our Commerce Media OS with SMB‑focused solutions, we deliver the most comprehensive platform for businesses of every size, from startups to Fortune 500s. Our culture is built on innovation, data‑driven decision making, and a relentless focus on the customer. We are a global, inclusive community that redefines the future of commerce—one customer experience at a time.

Why Join brighthush?

• Impact at Scale: Shape the customer experience for a platform that serves tens of thousands of brands worldwide.
• Leadership Opportunity: Lead a high‑performing Customer Experience organization, influencing strategy across product, sales, and marketing.
• Growth & Learning: Access to continuous learning programs, mentorship, and a culture that rewards curiosity.
• Diverse & Inclusive: Work in an environment that celebrates differences and fosters belonging.
• Competitive Compensation: Base salary range $215,000–$250,000, annual bonus potential, and comprehensive benefits.

Role Overview

As the Vice President of Customer Experience at brighthush, you will be the chief architect of how we deliver world‑class customer journeys. You will blend human empathy with AI‑powered automation to drive product adoption, retention, and revenue expansion. Your strategic vision will guide the creation of a managed services department, empower our sales organization, and embed a customer‑centric mindset across the entire company.

Key Responsibilities

• Strategic Vision & Execution: Define and implement a scalable Customer Success & Support strategy that maximizes product adoption and retention through a balanced mix of human touch and AI.
• Managed Services Leadership: Build the managed services department from the ground up—designing structure, hiring, and operationalizing a human‑led, tech‑enabled service model that eases transitions for customers migrating from other platforms.
• Sales Enablement: Partner with the sales organization to provide the tools, training, and support needed to close deals and drive revenue growth.
• Senior Leadership Influence: Serve on the brighthush senior leadership team, shaping company strategy, culture, and cross‑functional initiatives.
• Customer Journey Optimization: Collaborate with product and marketing to create a seamless end‑to‑end experience—from first touchpoint to long‑term retention—identifying upsell and renewal opportunities.
• Health & Engagement Program: Develop proactive health scoring, engagement metrics, and churn mitigation plans that span onboarding to renewal.
• Technology & Process Scale: Scale customer experience across human and tech touchpoints, standardizing playbooks, workflows, and leveraging analytics for continuous improvement.
• Voice of the Customer: Advocate for customer needs internally, influencing product roadmaps and strategic decisions.
• Team Development: Build, coach, and mentor a high‑performing team, fostering a culture of growth, accountability, and excellence.
• Data‑Driven Decision Making: Use customer analytics and performance data to refine strategy, optimize processes, and ensure sustainable growth.

Essential Qualifications

• 12+ years of progressive experience in Customer Success, with at least 4+ years in senior leadership roles managing large B2B SaaS accounts.
• Proven track record of scaling Customer Success teams at high‑growth SaaS companies, driving both Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Strong leadership acumen, including second‑line management experience and a passion for coaching and developing talent.
• Demonstrated success in building cross‑functional relationships and driving revenue growth through a customer‑centric approach.
• Expertise in customer lifecycle management, renewal strategies, and health metrics.
• Experience designing and implementing tech‑touch customer success programs to engage and retain large customer bases (preferred).
• Proficiency with CRM tools, especially Salesforce, and experience implementing customer success software.
• Excellent business acumen, data‑driven mindset, and ability to translate metrics into actionable insights.

Preferred Qualifications

• Experience leading managed services or professional services teams in a SaaS environment.
• Background in commerce media, digital advertising, or e‑commerce platforms.
• Familiarity with AI‑driven customer engagement tools and automation platforms.
• Strong communication skills, with the ability to influence senior stakeholders and cross‑functional teams.

Core Competencies & Skills

• Strategic Thinking & Execution
• Customer Advocacy & Empathy
• Data Analysis & Insight Generation
• Team Leadership & Talent Development
• Process Design & Optimization
• Cross‑Functional Collaboration
• Change Management & Scalability
• Financial Acumen & Budget Management

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As VP of Customer Experience, you will:

• Lead a cross‑functional team that directly influences product development and sales strategy.
• Own a portfolio of high‑value accounts and drive revenue expansion.
• Participate in executive decision‑making, shaping the future of commerce media.
• Access to leadership development programs, mentorship from senior leaders, and a culture that rewards initiative.
• Opportunity to build a legacy by establishing the customer experience framework that will guide brighthush for years to come.

Work Environment & Culture

brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. We celebrate diversity, encourage open dialogue, and empower employees to take ownership of their work. Our remote‑first, flexible work model allows you to balance professional growth with personal well‑being. You’ll join a team that values:

• Innovation: Experimentation and rapid iteration are at the core of our product and service development.
• Transparency: Open communication across all levels ensures everyone is aligned and informed.
• Inclusivity: Every voice matters, and we actively foster an environment where diverse perspectives are heard.
• Well‑being: We provide resources and programs that support mental, physical, and financial health.

Compensation & Benefits

• Base Salary: $215,000–$250,000 USD, commensurate with experience and market data.
• Annual Bonus: Eligible for a performance‑based bonus as part of brighthush’s incentive plan.
• Equity: Potential for stock options or restricted stock units (RSUs) to align long‑term success.
• Health & Wellness: Comprehensive medical, dental, vision, FSA, HSA, life insurance, and pet insurance.
• Retirement: 401(k) with employer match.
• Paid Time Off: Flexible PTO, paid holidays, floating holidays, and 2 days of paid volunteer time.
• Wellness Programs: Company‑subsidized memberships to Wellhub and Peloton.
• Family Support: Access to fertility and family‑building resources through Carrot.
• Additional perks: Remote work flexibility, professional development budget, and a culture that rewards innovation.

How to Apply

If you are a visionary leader who thrives on delivering exceptional customer experiences, we invite you to join brighthush and help shape the future of commerce media. Submit your application through our careers portal or reach out directly to our recruiting team. We look forward to exploring how your expertise can elevate the brighthush customer journey to new heights.