Visionary Founding Customer Success Lead – Enterprise Partnerships, Growth Strategy & AI‑Powered Commerce Innovation & Customer Advocacy Champion at brighthush (Remote, USA)

About brighthush

brighthush is a trailblazing AI‑driven commerce platform that is redefining how retailers and brands connect with shoppers. Launched in 2024, we empower merchants to unlock higher conversion rates, deeper customer insights, and hyper‑personalized shopping experiences across social media, search, and e‑commerce sites. With a lean, high‑impact team of 2‑10 employees, we are scaling rapidly and inviting visionary leaders to shape the future of retail technology.

Our mission is simple: make every shopper’s journey smarter, faster, and more delightful. By harnessing generative AI, we give brands the tools to surface the right products at the right moment, no matter where the customer is in the buying cycle. As we expand our footprint across the United States, we are building a culture of innovation, collaboration, and customer obsession. If you’re passionate about AI, commerce, and building lasting relationships with enterprise leaders, brighthush is the place to bring your expertise to life.

Role Overview

As the Founding Customer Success Lead at brighthush, you will be the linchpin between our product, sales, and the most influential decision‑makers in the retail ecosystem. Your primary focus will be to nurture and grow enterprise accounts, ensuring that our customers not only adopt our platform but also become advocates and partners in our shared success. You will own the end‑to‑end customer journey—from onboarding and expansion to renewal and advocacy—while translating customer insights into product and strategic priorities.

Because this is a founding role, you will have the unique opportunity to design and scale the entire Customer Success organization from the ground up. Your work will directly influence brighthush’s growth trajectory, product roadmap, and brand reputation.

Key Responsibilities

• Enterprise Account Leadership – Build and maintain deep, trust‑based relationships with senior leaders (VP of E‑commerce, CMO, CDO) at each enterprise customer. Position yourself as a strategic advisor rather than a transactional contact.
• Land & Expand Strategy – Drive adoption across multiple commerce surfaces for each client. Identify expansion opportunities, create tailored use‑case plans, and guide customers from proof‑of‑concept to full‑scale deployment.
• Reference & Advocacy Program – Partner with satisfied customers to develop case studies, co‑marketing assets, and speaking engagements at industry conferences, webinars, and trade shows. Amplify brighthush’s success stories to attract new prospects.
• Renewal & Retention Excellence – Own the renewal calendar, develop early‑warning health metrics, and proactively address potential churn risks. Maintain brighthush’s proud record of zero churn.
• Customer Voice to Product – Collaborate with product leadership to translate customer feedback into actionable product priorities. Host quarterly advisory councils and ensure that the customer perspective is embedded in every roadmap decision.
• Onboarding & Sales‑to‑CS Handoff – Design a seamless transition from sales to customer success. Build a repeatable onboarding playbook that moves customers from POC to launch to expansion readiness in weeks, not months.
• Health Scoring & Analytics – Create a robust customer health scoring system and a weekly dashboard that provides the CEO and leadership team with real‑time visibility into account status, adoption, and expansion potential.

Essential Qualifications

• 6+ years of experience in B2B SaaS Customer Success, with at least 3–4 years managing enterprise accounts that have clear expansion goals.
• Proven track record of managing a $5M+ ARR book with measurable expansion results.
• Demonstrated ability to grow accounts beyond retention—building new revenue streams and deepening customer relationships.
• Strong commercial instincts: pricing strategy, renewal negotiations, and building expansion cases.
• Existing relationships or a clear 90‑day plan to build relationships with senior commerce leaders (VPs of E‑commerce, CMOs, CDOs).
• Daily proficiency with AI tools such as GPT‑4, Claude, and other generative models, and a passion for guiding customers through AI‑powered automations.
• Experience partnering with founders and senior leaders, bringing customer insights into executive conversations with clarity and impact.
• Background in digital marketing, analytics, or a modern B2B SaaS environment, with a deep understanding of e‑commerce platforms, marketing automation, and CRM systems.
• Experience in commerce or retail tech, ideally with exposure to contemporary or mass‑market retailers and the brands that sell to them.
• Founding CS hire at a company that grew from $0 to $20M+ ARR.
• Comfort with measurement tools—familiarity with brighthush or similar platforms is a plus, but a willingness to build custom solutions is equally valued.

Preferred Qualifications

• Experience leading a high‑growth startup’s CS organization from inception to scale.
• Track record of building and scaling customer health dashboards that influence executive decision‑making.
• Strong public speaking and presentation skills—comfortable speaking at industry events and internal leadership meetings.
• Hands‑on experience with AI‑driven commerce solutions and a deep understanding of the retail technology stack.
• Proven ability to create and execute a comprehensive customer advocacy program that drives referrals and case studies.
• Experience working with cross‑functional teams (product, engineering, marketing, finance) to deliver customer‑centric outcomes.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans for enterprise accounts.
• Relationship Management – Proven skill in building trust with C‑suite executives and navigating complex organizational structures.
• Data‑Driven Decision Making – Expertise in using analytics to monitor health scores, adoption metrics, and expansion opportunities.
• Communication – Exceptional written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Project Management – Strong organizational skills to manage multiple accounts, initiatives, and cross‑functional projects simultaneously.
• Adaptability – Comfortable operating in a fast‑paced, evolving startup environment and pivoting strategies as needed.
• Customer‑Obsessed Mindset – Deep empathy for customer challenges and a relentless drive to deliver value.

Career Growth Opportunities & Learning Benefits

At brighthush, you will be part of a high‑impact team that shapes the future of retail technology. As the founding Customer Success Lead, you will:

• Lead the design and execution of a world‑class CS organization, setting standards that will be replicated across the company.
• Collaborate directly with the CEO, CTO, and product leaders to influence the product roadmap and company strategy.
• Own a portfolio of high‑value enterprise accounts, driving revenue growth and deepening customer relationships.
• Participate in industry events, conferences, and speaking engagements, establishing yourself as a thought leader in AI‑powered commerce.
• Benefit from continuous learning opportunities, including access to AI and data science training, leadership development programs, and mentorship from senior executives.
• Earn equity and performance bonuses tied to company growth and customer success metrics.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and customer obsession. Our remote‑first model empowers you to work from anywhere in the USA while staying connected through:

• Weekly all‑hands meetings to align on vision and progress.
• Monthly cross‑functional workshops that foster knowledge sharing.
• Regular virtual team‑building events and informal coffee chats.
• A transparent, data‑driven decision‑making process that values every voice.
• Commitment to work‑life balance, with flexible hours and unlimited vacation.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with seniority and market benchmarks.
• Equity stake in a fast‑growing AI‑commerce company.
• Performance‑based bonuses tied to customer success and company growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget for conferences, courses, and certifications.
• Access to cutting‑edge AI tools and resources to support your work.

How to Apply

If you are ready to lead the next wave of enterprise customer success, build lasting partnerships, and shape the future of AI‑driven commerce, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Join brighthush and help us transform the retail experience for millions of shoppers worldwide.