Senior Bilingual Customer Success Manager – English & German – Championing Client Success, Product Advocacy, and Sustainable Growth at brighthush

About brighthush

brighthush is not just a technology company; it’s a movement that is redefining the very fabric of last‑mile delivery. By fusing artificial intelligence, machine learning, and advanced data analytics, we empower e‑commerce brands, retailers, and manufacturers to create seamless, transparent, and highly personalized delivery experiences. Our mission is simple yet profound: transform every last‑mile interaction into a moment of delight for merchants and their end‑customers alike.

We believe that technology should serve people, not the other way around. That’s why our products are built to be intuitive, scalable, and rooted in empathy. Our team is a vibrant mosaic of engineers, designers, data scientists, and customer success professionals who thrive on collaboration, curiosity, and a shared commitment to excellence. At brighthush, you’ll be part of a culture that celebrates diversity, encourages experimentation, and rewards ownership.

Role Overview

As a Senior Bilingual Customer Success Manager, you will be the heartbeat of our client relationships. You will act as the trusted advisor for our e‑commerce and retail partners, ensuring they extract maximum value from our platform while driving adoption of new features and services. Your fluency in both English and German will enable you to bridge cultural gaps and deliver a world‑class experience to our diverse client base.

In this role, you will:

• Own the end‑to‑end client lifecycle, from onboarding to renewal.
• Serve as the primary point of contact for all client inquiries, escalations, and success initiatives.
• Collaborate closely with product, engineering, and sales teams to shape the roadmap based on real‑world feedback.
• Champion a culture of continuous improvement, data‑driven decision making, and proactive communication.

Key Responsibilities

Client Relationship Management

• Develop deep, strategic relationships with key stakeholders across client organizations.
• Conduct regular business reviews to assess performance, identify growth opportunities, and align on future goals.
• Act as a trusted advisor, offering insights and best practices that help clients achieve their business objectives.
• Maintain a pulse on industry trends and competitor activity to provide clients with forward‑looking guidance.

Onboarding & Enablement

• Lead the end‑to‑end onboarding process, ensuring a smooth transition from sales to implementation.
• Prepare and deliver engaging product demos tailored to each client’s unique needs.
• Coordinate with the implementation team to set up accounts, configure settings, and train client teams.
• Create and maintain onboarding playbooks, knowledge bases, and training materials.

Issue Management & Escalation

• Log and track all client issues using our ticketing system, ensuring timely resolution.
• Escalate complex problems to the relevant internal teams (product, engineering, support) and follow up until resolution.
• Maintain a clear communication channel with clients, keeping them informed of progress and outcomes.
• Conduct post‑incident reviews to identify root causes and implement preventive measures.

Product Advocacy & Feedback Loop

• Act as the voice of the customer within brighthush, gathering feedback and translating it into actionable product enhancements.
• Collaborate with the product team to prioritize features that deliver the highest impact for our clients.
• Participate in beta testing and pilot programs, providing candid feedback to shape the final product.
• Champion user adoption by creating success stories, case studies, and internal knowledge sharing sessions.

Data‑Driven Success Metrics

• Track key performance indicators (KPIs) such as Net Promoter Score (NPS), churn rate, upsell revenue, and product adoption.
• Generate regular reports and dashboards to share insights with internal stakeholders.
• Use data to identify trends, predict potential risks, and recommend proactive solutions.
• Present findings to senior leadership and influence strategic decisions.

Essential Qualifications

• Minimum 1 + years of experience in SaaS customer success, account management, or partner management.
• Fluent in both English and German (written and spoken).
• Strong interpersonal skills with the ability to build rapport quickly and maintain long‑term relationships.
• Proactive communicator who can articulate complex concepts in a clear, concise manner.
• Proficient in MS Office, CRM systems (e.g., Salesforce, HubSpot), and ticketing tools (e.g., Zendesk, Freshdesk).
• Empathetic, patient, and solution‑oriented mindset.

Preferred Qualifications

• Experience working with business clients in the e‑commerce, retail, or logistics sectors.
• Background in a fast‑paced startup environment, comfortable with ambiguity and rapid change.
• Knowledge of last‑mile logistics or supply‑chain technology.
• Experience with data analytics tools (e.g., Tableau, Power BI) to derive actionable insights.
• Previous involvement in product road‑mapping or feature prioritization.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align client goals with business objectives.
• Problem Solving: Quick to diagnose issues, propose solutions, and drive resolution.
• Communication: Excellent written and verbal communication in both English and German.
• Collaboration: Works seamlessly across cross‑functional teams.
• Adaptability: Thrives in a dynamic, evolving environment.
• Customer‑Centric Mindset: Passionate about delivering exceptional client experiences.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, workshops, and online courses.
• Clear career pathways from Customer Success Manager to Director of Customer Success or Product Management.
• Opportunities to lead cross‑functional projects and initiatives.
• Regular feedback sessions and performance reviews to help you grow.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer value. You’ll find:

• A diverse, inclusive team that celebrates different perspectives.
• Flexible working arrangements, including remote options and flexible hours.
• A collaborative workspace with state‑of‑the‑art tools and resources.
• Regular team‑building activities, hackathons, and social events.
• A culture that rewards innovation, initiative, and ownership.

Compensation & Perks

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

• Base salary commensurate with market rates.
• Performance‑based bonuses tied to client success metrics.
• Equity options to share in brighthush’s growth.
• Comprehensive health insurance (including coverage for Ukraine).
• Generous paid time off: 20 vacation days, 25 sick days, 3 personal days, and 2 days dedicated to self‑development.
• Potential for international travel to meet clients and attend industry events.
• Access to wellness programs, gym memberships, and mental health support.

Recruitment Process

We value a transparent and respectful hiring experience. Our process includes:

• Step 1: Screening interview with a recruiter (30 min).
• Step 2: Technical interview with the Head of Customer Success Team (40 min).
• Step 3: Final interview with the COO (60 min, conducted in English or German).

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the future of logistics and customer experience. You’ll:

• Have a direct impact on how millions of customers experience delivery.
• Work in an environment that values autonomy, creativity, and continuous learning.
• Collaborate with passionate professionals who are eager to push the boundaries of technology.
• Benefit from a culture that balances high performance with work‑life harmony.

Ready to Make an Impact?

If you are a bilingual, customer‑centric professional who thrives in a fast‑paced, innovative setting, we want to hear from you. Bring your expertise, your curiosity, and your passion for building lasting client relationships to brighthush, and help us deliver the next generation of last‑mile delivery solutions.

Apply today and start your journey with brighthush!