Senior Customer Success Program Manager – Partner Ecosystem & Global Incentive Program Leadership at brighthush

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About brighthush

brighthush is a trailblazer in the partner ecosystem and incentive program space, empowering brands to orchestrate complex indirect channels with precision, clarity, and measurable impact. Our unified platform seamlessly blends streamlined experiences, incentive management, and service orchestration, enabling brands to coordinate go‑to‑market strategies across global markets. Trusted by leading organizations worldwide, brighthush delivers the tools, insights, and support that transform partner relationships into high‑performing growth engines.

At brighthush, we live by the mantra “Experiences that create growth. Growth that creates experiences.” We invest heavily in learning and development, mentorship, and career acceleration, ensuring every team member—what we call an Insighter—has the resources and guidance to thrive. Diversity, equity, inclusion, and belonging are not buzzwords for us; they are the foundation of our culture. We welcome talent from all backgrounds and are committed to equal opportunity for every individual, regardless of race, religion, ethnicity, age, disability, sexual orientation, or gender identity. Accommodations are available throughout the hiring process upon request.

Role Overview

We are seeking a dynamic, results‑oriented Senior Customer Success Program Manager to become the primary client contact for our most strategic accounts. In this role, you will blend strategic vision with hands‑on execution, ensuring program success, high client satisfaction, and continuous improvement across all touchpoints. You will partner closely with clients, internal stakeholders, and cross‑functional teams to manage operations, proactively meet service level agreements (SLAs), and deliver exceptional support that drives client success and revenue growth.

Key Responsibilities

Operational Management

• Own the end‑to‑end lifecycle of client requests—from intake to resolution—ensuring timely, accurate delivery.
• Coordinate with technical services and application support teams to resolve technology requests and troubleshoot platform issues.
• Serve as the escalation point for VIP and client support teams, providing rapid resolution and follow‑up.
• Design, implement, and maintain training programs for new and existing clients, ensuring adoption and proficiency.
• Oversee program intake processes, establishing clear workflows and documentation for onboarding and expansion.
• Deliver comprehensive operational reporting, including ad‑hoc, automated, and dashboard‑based insights.
• Monitor program metrics, analyze performance trends, and recommend data‑driven improvements.
• Manage marketing requests, ensuring alignment with client objectives and brand guidelines.
• Support implementation projects, providing training, documentation, and post‑go‑live support.
• Lead risk and compliance initiatives, ensuring all processes adhere to internal controls and regulatory requirements.

Client Engagement

• Lead regular client meetings, including Executive Business Reviews (EBRs) and quarterly or semi‑annual strategy sessions.
• Maintain consistent touchpoints to share performance metrics, operational updates, and strategic insights.
• Stay abreast of industry trends, collaborating with internal teams to translate best practices into client recommendations.
• Advise clients on leveraging brighthush technology to maximize ROI, streamline operations, and unlock new growth opportunities.

Collaboration & Advocacy

• Participate in cross‑functional discussions on integrations, data feeds, APIs, and SFTP sites, ensuring seamless connectivity.
• Champion client programs within brighthush, advocating for enhancements and feature requests that align with client needs.
• Facilitate regular meetings with Account Managers and internal stakeholders to identify upsell and expansion opportunities.
• Collaborate with the Customer Care team to deliver consistent training and support, maintaining a regular cadence of knowledge sharing.
• Work closely with Sales to provide client insights, support proposals, and refine go‑to‑market strategies.

Training & Documentation

• Develop, implement, and maintain comprehensive training materials, user guides, and onboarding playbooks.
• Manage handoff documentation, ensuring smooth transitions between project phases and teams.
• Maintain internal client SharePoint folders, Confluence pages, and other knowledge repositories.

Data Analysis & Reporting

• Track lessons learned across programs, providing actionable insights and data analysis for Executive Business Reviews.
• Analyze program performance, recommend changes, and drive continuous improvement initiatives.
• Maintain weekly operational dashboards focused on key health metrics and SLA compliance.
• Proactively identify and address client issues through SLA monitoring and operational reporting.
• Highlight program trends, present findings to client stakeholders, and recommend strategic actions.

Escalation Management

• Provide operational oversight for client escalations, ensuring timely resolution and stakeholder communication.
• Collaborate with internal teams to gather data, conduct root cause analyses, and implement corrective actions.
• Lead resolution efforts for major escalations, communicating progress and outcomes to all relevant parties.

Essential Qualifications

• 3–5 years of experience in Client Program Management, Customer Success, or Client Operations.
• Proven track record of facilitating client meetings and delivering high‑impact presentations.
• Exceptional client service skills, with a calm, professional demeanor under pressure.
• Strong analytical mindset, comfortable working with data, dashboards, and operational reporting.
• Demonstrated ability to manage multiple workstreams, prioritize competing demands, and meet deadlines.
• Experience coordinating cross‑functional teams without formal authority.
• Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, actionable insights.
• Comfortable handling conflict and escalations constructively, turning challenges into opportunities.
• Familiarity with ticket or case‑management systems (e.g., Zendesk, ServiceNow).
• Self‑starter who thrives in a fast‑paced, dynamic environment.

Preferred Qualifications

• Experience in the partner ecosystem or incentive program industry.
• Knowledge of API integrations, data feeds, and SFTP processes.
• Background in project management methodologies (Agile, Scrum, or Waterfall).
• Certification in Customer Success Management or related fields.
• Multilingual capabilities or experience working with global clients.

Skills & Competencies

• Strategic Thinking & Execution
• Client Relationship Management
• Data‑Driven Decision Making
• Project & Program Management
• Stakeholder Engagement & Influence
• Problem Solving & Root Cause Analysis
• Change Management & Continuous Improvement
• Collaboration & Team Leadership
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe in unlocking your full potential. As a Senior Customer Success Program Manager, you will:

• Lead high‑visibility client programs that shape the future of partner ecosystem management.
• Mentor junior team members, fostering a culture of knowledge sharing and professional development.
• Participate in cross‑functional initiatives that influence product roadmap and strategic direction.
• Access to continuous learning resources, including industry conferences, certifications, and internal workshops.
• Clear career ladder with opportunities to advance into Director or VP roles in Customer Success, Product Management, or Global Partnerships.

Work Environment & Culture

brighthush is built on a foundation of collaboration, transparency, and innovation. Our culture encourages:

• Open communication across all levels, with regular town halls and feedback loops.
• Flexibility, including hybrid work options and generous paid time off.
• A focus on work‑life balance, with wellness programs, mental health resources, and team‑building activities.
• Recognition of achievements through peer nominations, spot bonuses, and annual awards.
• Commitment to sustainability, with initiatives to reduce our carbon footprint and support local communities.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to client satisfaction, program success, and company growth.
• Equity options to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Paid parental leave, flexible sick leave, and unlimited vacation policy.
• Professional development stipend and tuition reimbursement.
• Wellness stipend, gym memberships, and mental health support.
• Employee assistance program and 24/7 counseling services.

How to Apply

If you are passionate about driving client success, thrive in a fast‑paced environment, and want to make a tangible impact on a global brand, we want to hear from you. Submit your resume, a cover letter detailing your relevant experience, and any portfolio or case studies that showcase your achievements.

Join brighthush Today

Become a pivotal part of a company that is redefining how brands engage with their partner ecosystems. At brighthush, you will collaborate with talented professionals, work on cutting‑edge technology, and help shape the future of incentive program management. Apply now and start your journey toward a rewarding, growth‑oriented career.

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