Director, Customer Success – Strategic Enterprise Leadership & Global Client Engagement at brighthush

About brighthush

brighthush is a trailblazing leader in the warehouse‑as‑a‑service (WaaS) arena, delivering cutting‑edge automated fulfillment and distribution solutions that empower retailers, manufacturers, and e‑commerce brands to scale with speed, precision, and agility. With a portfolio of state‑of‑the‑art robotics, AI‑driven inventory management, and end‑to‑end supply‑chain visibility, brighthush transforms traditional logistics into a seamless, data‑rich experience that drives profitability and customer delight.

Our mission is simple yet ambitious: to make every customer’s supply‑chain journey effortless, transparent, and scalable. We do this by combining industry‑leading technology with a culture of continuous improvement, collaboration, and a relentless focus on customer outcomes. As we expand across North America, Europe, and Asia, we are looking for visionary leaders who can help us elevate our customer success function to new heights.

Why Join brighthush?

• Impactful Leadership: Shape the customer success strategy for a rapidly growing, high‑growth SaaS and robotics company.
• Global Reach: Work with enterprise clients across multiple industries, from consumer goods to automotive, and help them unlock the full value of brighthush’s solutions.
• Innovative Culture: Thrive in a collaborative, data‑driven environment where experimentation, learning, and cross‑functional teamwork are the norm.
• Career Growth: Access to executive mentorship, leadership development programs, and a clear path to senior executive roles.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, equity, and a robust benefits suite.
• Work‑Life Balance: Flexible remote work options, generous paid time off, and a supportive culture that values well‑being.

Key Responsibilities

As the Director of Customer Success at brighthush, you will be the strategic steward of our enterprise customer relationships, ensuring that our clients achieve their business objectives and realize maximum ROI from our solutions. Your role will encompass the following core responsibilities:

• Strategic Vision & Execution: Develop and execute a forward‑looking customer success strategy that aligns with brighthush’s growth objectives and market positioning.
• Team Leadership & Development: Build, mentor, and scale a high‑performing customer success team of managers, senior success managers, and support specialists.
• Executive Relationship Management: Serve as the primary point of contact for C‑suite executives and key stakeholders, fostering trust, transparency, and long‑term partnership.
• Renewal & Expansion Management: Drive contract renewals, upsell, and cross‑sell initiatives, ensuring a healthy pipeline of expansion revenue.
• Customer Health & Advocacy: Implement robust health‑score frameworks, churn‑prevention programs, and advocacy pipelines that turn satisfied customers into brand ambassadors.
• Process & Tool Optimization: Continuously refine customer success processes, adopt best‑in‑class tools, and integrate data analytics to deliver actionable insights.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on customer feedback loops, feature prioritization, and go‑to‑market strategies.
• Performance Metrics & Reporting: Define, track, and report on key performance indicators (KPIs) such as NPS, CSAT, renewal rates, expansion revenue, and customer lifetime value.
• Travel & On‑Site Engagement: Travel up to 50% of the time to meet with enterprise clients, attend industry events, and represent brighthush at conferences and trade shows.
• Compliance & Risk Management: Ensure adherence to contractual obligations, data privacy regulations, and industry standards across all customer engagements.

Essential Qualifications

• Minimum 15 years of progressive experience in customer success, account management, or related leadership roles within enterprise SaaS or technology companies.
• Proven track record of leading and scaling high‑performing teams (5+ direct reports) and managing complex, multi‑year enterprise contracts.
• Strong understanding of supply‑chain, logistics, and fulfillment technologies, with a preference for candidates who have worked in the WaaS or robotics space.
• Demonstrated success in driving renewal, expansion, and upsell revenue streams for enterprise customers.
• Exceptional communication, negotiation, and stakeholder management skills, with the ability to influence at all levels of an organization.
• Data‑driven mindset: proficiency in using CRM (e.g., Salesforce), customer success platforms (e.g., Gainsight, Totango), and analytics tools to derive insights and inform strategy.
• Valid driver’s license and willingness to travel up to 50% of the time.
• Bachelor’s degree in Business, Supply Chain, Logistics, Operations Management, or a related field. Advanced degrees (MBA, MS) are a plus.

Preferred Qualifications & Competencies

• Experience in a fast‑growing, high‑growth startup environment with a proven ability to scale processes and teams rapidly.
• Knowledge of AI, robotics, and automation technologies that underpin brighthush’s core offerings.
• Strong analytical and problem‑solving skills, with the ability to translate complex data into actionable business recommendations.
• Demonstrated ability to build and maintain a culture of continuous improvement, learning, and high engagement.
• Experience with global enterprise customers and multi‑region operations.
• Proficiency in multiple languages is a plus, especially if you can communicate in Spanish, Mandarin, or German.

What You’ll Bring to the Team

• Strategic Leadership: A visionary mindset that can translate business goals into executable customer success plans.
• People‑First Approach: A passion for coaching, developing, and retaining top talent.
• Customer‑Centric Mindset: A relentless focus on delivering measurable value and exceeding customer expectations.
• Data‑Driven Decision Making: The ability to use metrics and analytics to guide strategy and demonstrate impact.
• Adaptability & Resilience: Comfort operating in a dynamic, high‑growth environment where priorities shift rapidly.
• Collaboration & Influence: Strong cross‑functional collaboration skills and the ability to influence without direct authority.

Career Growth & Learning Opportunities

At brighthush, we believe that the growth of our people is the key to our success. As Director of Customer Success, you will:

• Participate in executive leadership programs that cover strategic planning, financial acumen, and global market dynamics.
• Lead cross‑functional initiatives that expose you to product development, sales strategy, and marketing execution.
• Mentor and coach junior leaders, building a legacy of high‑performing teams that drive customer success.
• Attend industry conferences, workshops, and webinars to stay ahead of supply‑chain trends and emerging technologies.
• Contribute to brighthush’s thought leadership by publishing whitepapers, speaking at events, and engaging with the broader logistics community.

Work Environment & Company Culture

brighthush fosters a culture that values innovation, transparency, and collaboration. Our remote‑first approach means you can work from anywhere in the United States while staying connected to a vibrant community of professionals who share a passion for technology and customer success. We celebrate diversity, encourage open dialogue, and reward creativity and initiative. Our team enjoys:

• Weekly virtual town halls and cross‑departmental “innovation sprints.”
• Access to a digital learning platform with courses on leadership, technology, and industry trends.
• Regular team‑building retreats and social events to strengthen relationships and foster camaraderie.
• A flexible work schedule that supports work‑life balance and personal well‑being.

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 industry standards for senior leadership roles.
• Performance‑based annual bonus and equity options that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for conferences, certifications, and training.
• Flexible remote work policy with a stipend for home office setup.
• Employee wellness programs, including mental health resources and fitness subsidies.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your resume and a cover letter that highlights your experience in enterprise customer success, team leadership, and strategic impact. We look forward to discovering how your vision and expertise can help us deliver unparalleled value to our clients and drive brighthush’s continued success.

Click the link below to apply and join a company that is redefining the future of supply‑chain technology.