Seasoned Senior Head of Customer Success & Global Strategy – Spearheading Exceptional Customer Experience, Sustainable Growth, and Innovation for brighthush’s Premium Coffee Equipment Ecosystem

About brighthush

brighthush is more than a retailer of coffee‑equipment; it is a global movement that redefines how coffee lovers, baristas, and businesses experience the art of brewing. From state‑of‑the‑art espresso machines to precision grinders and curated accessories, we deliver premium products directly to customers around the world. Our mission is simple yet powerful: to elevate every coffee experience by marrying cutting‑edge technology, meticulous craftsmanship, and an unyielding passion for flavor.

Since our inception, brighthush has experienced exponential growth, becoming a trusted name in the specialty coffee industry. Our success is built on a foundation of customer obsession, continuous innovation, and a culture that thrives on collaboration and experimentation. As we expand into new markets and launch additional sales channels, we are seeking a visionary Head of Customer Success to shape the future of our global customer journey.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, remote‑first team that values creativity, autonomy, and a shared love for coffee. We empower our people to take ownership, experiment, and drive meaningful impact. As the Head of Customer Success, you’ll have the unique opportunity to:

• Lead a high‑impact function that directly influences customer satisfaction, retention, and revenue growth.
• Design and implement scalable processes that support our expansion into new markets and channels.
• Mentor and grow a world‑class customer success team that embodies our values of excellence, empathy, and continuous improvement.
• Collaborate with cross‑functional leaders in product, sales, marketing, and operations to create a seamless, end‑to‑end customer experience.
• Shape the strategic direction of brighthush’s customer success initiatives and leave a lasting legacy on the brand’s global footprint.

Key Responsibilities

Customer Success Leadership

• Own the end‑to‑end customer experience and define scalable customer success strategies that align with brighthush’s growth objectives.
• Establish, track, and report on KPIs, processes, and team goals that drive measurable improvements in customer satisfaction, NPS, and churn.
• Build, manage, and mentor a high‑performing customer success team, including support, aftersales, and service coordination.
• Champion a culture of continuous learning, accountability, and customer‑centricity across the organization.
• Act as the voice of the customer in executive meetings, ensuring that product development and business strategy reflect real‑world needs.

Sales Enablement & Channel Coordination

• Enable the consultative sales process by providing timely, accurate client communications across email, SMS, and social platforms.
• Oversee quote and invoice creation using brighthush’s proprietary tools and third‑party platforms to ensure accuracy and speed.
• Collaborate with marketing and sales teams to support third‑party and social commerce sales channels, ensuring a consistent brand experience.
• Develop and maintain a robust knowledge base that empowers sales and support teams to resolve issues quickly.

Post‑Sales Operations & Aftersales Support

• Lead client onboarding, equipment setup, and installation coordination with technical service partners.
• Respond to customer inquiries regarding product use, service needs, and ongoing support with empathy and expertise.
• Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.
• Coordinate warranty claims and repair processes to ensure minimal downtime for customers.

Shipping, Damage, and Returns Management

• Drive customer communications related to logistics, damages, and return claims, ensuring transparency and swift resolution.
• Partner with logistics teams to optimize processes, reduce turnaround times, and improve overall customer satisfaction.
• Analyze return data to identify root causes and recommend preventive measures.

Process Improvement & Automation

• Identify recurring operational pain points and propose automation or process streamlining solutions.
• Collaborate cross‑functionally to implement improvements that enhance internal efficiency and elevate the client experience.
• Lead the adoption of new tools and technologies that increase productivity and data accuracy.

Data & Analytics

• Develop dashboards and reporting frameworks that provide real‑time insights into customer health and team performance.
• Use data to forecast trends, identify upsell opportunities, and inform product roadmap decisions.
• Ensure data integrity across all customer success platforms and systems.

Strategic Planning & Execution

• Contribute to the development of brighthush’s long‑term business strategy, focusing on customer‑centric growth.
• Translate strategic objectives into actionable plans and measurable outcomes for the customer success organization.
• Monitor industry trends and competitor activity to keep brighthush ahead of the curve.

Essential Qualifications

• Minimum 5 years of experience in a client‑facing operations or customer success role, with at least 2 years in a leadership capacity.
• Proven track record of building and scaling customer success teams in a fast‑moving e‑commerce environment.
• Strong analytical and problem‑solving skills with meticulous attention to detail.
• Excellent written and verbal communication skills, capable of influencing stakeholders at all levels.
• Experience with CRM platforms, automation tools, and other e‑commerce or customer‑relationship management systems is highly desirable.
• Demonstrated ability to manage cross‑functional projects and deliver results under tight deadlines.

Preferred Qualifications

• Background in the specialty coffee industry or professional coffee equipment sales.
• Experience managing global, remote teams across multiple time zones.
• Knowledge of automation tools and data analytics platforms that support customer success operations.
• Demonstrated ability to develop and execute customer success strategies that drive revenue growth and reduce churn.
• Experience with subscription or recurring revenue models in a B2B or B2C context.

Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Exceptional leadership and people‑management skills.
• Strong project management and organizational abilities.
• Customer‑first mindset, with a passion for delivering outstanding service.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Proficiency in English; additional languages are a plus.
• Comfortable with remote collaboration tools and virtual team dynamics.

Career Growth & Learning

At brighthush, we believe in investing in our people. As Head of Customer Success, you’ll have access to:

• Executive mentorship and leadership development programs that refine your strategic vision.
• Cross‑functional projects that broaden your skill set and deepen your industry knowledge.
• Annual learning stipend for courses, certifications, or conferences that keep you at the forefront of customer success best practices.
• Opportunities to shape the company’s strategic direction and influence product roadmap decisions.
• Regular feedback loops and performance reviews that help you refine your leadership style and career trajectory.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared love for coffee. We value:

• Flexibility: Work from anywhere in the world with a flexible schedule that supports work‑life balance.
• Innovation: A culture that encourages experimentation, rapid iteration, and data‑backed decision making.
• Community: Regular virtual team events, coffee tastings, and cross‑team hackathons that foster connection.
• Diversity & Inclusion: A commitment to creating an inclusive environment where every voice is heard.
• Well‑being: Access to mental health resources, wellness stipends, and a virtual fitness platform.
• Recognition: Celebrations of milestones, both personal and professional, that reinforce our values.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive salary package that includes:

• Base salary commensurate with industry standards for senior customer success leaders.
• Performance‑based bonuses tied to customer satisfaction, retention, and revenue metrics.
• Equity options to share in brighthush’s growth and success.
• Comprehensive health, dental, and vision insurance.
• Unlimited paid time off and flexible holiday scheduling.
• Wellness stipend, mental health resources, and access to a virtual fitness platform.
• Annual coffee stipend and access to exclusive coffee events.
• Professional development budget and travel allowances for industry conferences.

How to Apply

Ready to lead the customer success journey at brighthush? Submit your resume and a brief cover letter in English outlining why you’re the perfect fit for this role. We’re excited to hear how your experience and passion can help us continue to delight coffee lovers worldwide.

Thank you for considering a career with brighthush. We look forward to exploring the possibilities together.