Senior Customer Success Manager – Retail SaaS & Store Operations Excellence, Driving Adoption & Value at brighthush

About brighthush

brighthush is a global leader in retail technology, delivering a unified platform that transforms labor planning, workforce management, inventory control, and store execution. Leveraging cutting‑edge AI, machine‑learning, and industrial engineering, brighthush empowers retailers worldwide to accelerate ROI, streamline operations, and deliver superior customer experiences at optimal cost. With deployments in thousands of retail locations across North America, Europe, Australia, and Oceania, brighthush is at the forefront of the digital retail revolution.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted partner that ensures our EMEA retail customers realize tangible, measurable value from our platform. You will own the customer lifecycle from onboarding through renewal, driving adoption, monitoring health, and identifying growth opportunities. Your proactive, data‑driven approach will translate complex technology into actionable insights for store managers, operations leaders, and senior executives.

Key Responsibilities

• Customer Health & Adoption Stewardship – Own the day‑to‑day success engagement for all EMEA accounts, tracking sentiment, adoption risk, NPS, and health indicators. Deliver actionable insights that keep customers thriving.
• Field‑Based Engagement – Conduct at least one face‑to‑face visit per month per customer, immersing yourself in store operations, back‑office workflows, and the customer’s trading calendar. Observe product usage in real time and capture frontline perspectives.
• Strategic Planning & Business Reviews – Prepare and present customer health, adoption progress, usage themes, and value insights for Quarterly Business Reviews (QBRs). Partner with the Account Manager to align success plans with the customer’s business objectives.
• Joint Account Management – Work hand‑in‑hand with the Account Manager, sharing store visits, account planning sessions, and key trading moments. Together, you will shape the customer’s value case and support renewal readiness.
• Value Realisation & Upsell Enablement – Identify credible upsell opportunities by demonstrating adoption evidence and operational impact. Provide the commercial team with data‑driven insights that underpin a strong retail business case.
• Risk Identification & Governance – Surface adoption and success risks early, keeping them visible in account governance forums. Collaborate with Support, Delivery, Product, and Value Realisation teams to translate customer feedback into product enhancements.
• Roadmap Translation – Lead discussions on brighthush’s strategic roadmap, translating product direction into operational value for each customer. Highlight upcoming capabilities and practical adoption opportunities.
• Reference & Advocacy Development – Champion customer referenceability by identifying and nurturing potential advocates. Facilitate case studies, testimonials, and success stories that showcase the impact of brighthush’s solutions.
• Documentation & Reporting – Maintain up‑to‑date success‑planning documentation for every account. Ensure all insights, metrics, and action items are captured and accessible to the broader success team.

Essential Qualifications

• Proven experience in customer success, account management, or a similar role, ideally within retail SaaS or enterprise software.
• Deep understanding of retail operations and trading cycles, including peak seasons, store rollouts, and format changes.
• Track record of building trusted, credible relationships with business and operational stakeholders at all levels, including store managers.
• Comfortable working autonomously in a remote, field‑based role with frequent travel across the UK and EMEA.
• Experience preparing for and contributing to QBRs and success/adoption planning.
• Data‑literate with the ability to track and report on adoption, health, and usage metrics.
• Strong written and verbal communication skills, with a knack for stakeholder management.
• Right to work and travel within the UK/EMEA region.

Preferred Qualifications

• Experience in a high‑growth SaaS environment where you have scaled customer success programs.
• Knowledge of AI and machine‑learning concepts as they apply to retail operations.
• Familiarity with NPS, CSAT, and other customer‑experience metrics.
• Background in retail analytics or data science, enabling you to translate complex data into actionable insights.
• Experience working with cross‑functional teams such as Product, Delivery, and Support to drive customer‑centric improvements.

Skills & Competencies

• Customer‑Centric Mindset – Passion for solving customer problems and delivering measurable outcomes.
• Strategic Thinking – Ability to align technology capabilities with business objectives and long‑term growth plans.
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