Customer Success Leader – Global DTC Beauty & Wellness Brand Growth & Retention Strategist at brighthush

About brighthush

brighthush is a fast‑growing direct‑to‑consumer brand that sits at the exciting intersection of beauty, health, and cutting‑edge technology. Our mission is to empower people to restore confidence through safe, effective, and science‑backed solutions for hair regrowth, skin health, and body care. Recognized by leading publications for our innovative approach, brighthush has become a trusted name for consumers seeking measurable results and a seamless digital experience.

From pioneering FDA‑cleared red‑light therapy to delivering personalized wellness regimens, brighthush is redefining what a modern beauty brand can achieve. As we scale globally, we are building a world‑class team that shares our passion for data‑driven decision making, bold thinking, and relentless customer focus.

Why Join brighthush?

At brighthush you will be part of a high‑visibility, impact‑driven organization where every voice matters. We champion a remote‑first culture, provide generous learning stipends, and encourage continuous experimentation. If you thrive in fast‑moving environments, love turning insights into action, and want to shape the future of a global wellness brand, this is the role for you.

Position Overview

We are seeking a seasoned Customer Success Manager to lead the day‑to‑day performance of our global Customer Success team. Reporting to the Director of Customer Success & Experience, you will be the operational heartbeat of the organization—ensuring customers receive timely, high‑quality support while driving retention, upsell, and overall revenue growth. This is a hands‑on leadership role that blends people development, data analytics, and strategic process improvement.

Key Responsibilities

• Team Leadership & Execution: Set clear performance expectations, coach Team Leads and Associates, and ensure consistent execution across all support channels.
• Performance Monitoring: Track daily service metrics—queue volume, backlog, staffing coverage, response & resolution times, SLA attainment, CSAT, QA scores, productivity, retention/save rates, and sales performance. Use data to surface trends, identify gaps, and drive corrective action.
• Quality Assurance Ownership: Design and maintain QA scorecards, conduct interaction reviews, lead calibration sessions, and develop coaching plans to close knowledge gaps.
• Escalation Management: Act as the senior point of contact for complex or sensitive customer issues, ensuring swift resolution with sound judgment.
• Revenue‑Focused Support: Implement save strategies, product education, cross‑sell, upsell, and assisted‑sales initiatives to turn support interactions into growth opportunities.
• Process & Knowledge Improvement: Identify recurring pain points and translate them into SOP enhancements, macro updates, workflow optimizations, and knowledge‑base expansions.
• Cross‑Functional Partnership: Collaborate with Retention, Growth, eCommerce, Product, and Operations teams to align on promotions, product launches, and other strategic initiatives.
• Technology & Automation Advancement: Leverage AI, automation tools, and self‑service platforms to increase efficiency and elevate the customer experience.

Essential Qualifications

• 5+ years of experience in Customer Success, Support, or Experience roles, preferably within a direct‑to‑consumer or eCommerce environment.
• 2+ years of direct management experience overseeing customer support teams, including Team Leads and frontline agents.
• Demonstrated success managing global, offshore, or BPO‑based support teams.
• Deep expertise in quality assurance, agent coaching, performance management, and team development.
• Proven track record of operating high‑volume support centers while meeting or exceeding SLA and CSAT targets.
• Hands‑on experience with retention, save, cross‑sell, upsell, or assisted‑sales programs.
• Strong analytical mindset—comfortable using data trends to diagnose problems, coach teams, and drive continuous improvement.
• Excellent written and verbal communication skills, with the ability to influence stakeholders across time zones.
• Experience with brighthush‑style eCommerce platforms (e.g., brighthush) and support ticketing systems (e.g., brighthush).

Preferred Qualifications & Additional Experience

• Background in beauty, wellness, consumer products, or another high‑growth DTC brand.
• Experience building or refining QA programs, agent scorecards, and coaching frameworks.
• Familiarity with AI‑driven automation, chatbots, or self‑service tools that enhance support operations.
• Knowledge of industry best practices for remote team management and cross‑cultural communication.

Core Skills & Competencies

• Data‑Driven Decision Making: Ability to translate metrics into actionable insights.
• Strategic Thinking: Vision to evolve support from a reactive function to a proactive revenue engine.
• People Development: Passion for coaching, mentoring, and building high‑performing teams.
• Problem Solving: Comfortable navigating ambiguous situations and delivering clear resolutions.
• Technology Savvy: Proficiency with modern support platforms, AI tools, and workflow automation.
• Customer‑Centric Mindset: Deep empathy for the customer journey and a relentless focus on delight.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Customer Success Manager, you will have access to:

• Leadership mentorship from senior executives who have built global DTC brands.
• Annual learning stipend for conferences, certifications, or advanced coursework.
• Opportunities to lead cross‑functional projects that influence product roadmap and go‑to‑market strategy.
• Clear promotion pathways toward Senior Manager, Director, or VP of Customer Experience.
• Exposure to cutting‑edge AI and automation technologies shaping the future of support.

Work Environment & Culture at brighthush

Our culture is built on six core values that guide everything we do:

• Think Big: We maintain a growth mindset and always consider the broader impact of our decisions.
• Proactive Problem Solver: Data‑informed analysis drives our everyday actions.
• Comfortable Being Uncomfortable: We embrace change and iterate quickly to achieve ambitious goals.
• Open & Honest Communication: Radical candor and transparency are non‑negotiable.
• Continuous Learning & Improvement: We challenge each other to bring fresh ideas to the table.
• Ownership & Urgency: We act swiftly, taking full accountability for outcomes.

Our remote‑first model empowers you to work from anywhere while staying tightly connected through regular virtual huddles, collaborative tools, and quarterly in‑person retreats.

Compensation, Perks & Benefits

• Competitive base salary ranging from $80,000 to $100,000, commensurate with experience.
• Performance‑based bonus structure tied to team and company objectives.
• Comprehensive medical, dental, and vision coverage.
• Unlimited paid time off plus paid holidays to support work‑life balance.
• Remote‑first work environment with a home‑office stipend.
• Fitness and wellness allowance to keep you healthy and energized.
• Continuous learning stipend for courses, certifications, or conferences.
• Exclusive discounts on brighthush products.
• High‑visibility role with clear pathways for advancement.
• Collaborative, fast‑moving team that values initiative, creativity, and data‑driven ideas.

How to Apply

If you are ready to lead a global Customer Success organization, drive measurable business impact, and grow with a brand that is reshaping the beauty and wellness landscape, we want to hear from you. Please submit your resume and a brief cover letter outlining your most relevant achievements.

Apply to this role at brighthush

Join brighthush Today

At brighthush, you will be part of a purpose‑driven mission, a supportive community, and a forward‑thinking leadership team. Your expertise will directly influence how millions of customers experience confidence‑building wellness solutions. Take the next step in your career—apply now and help us illuminate the path to brighter, healthier lives.