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

About brighthush

brighthush is more than a technology provider; we are the architects of the next generation of last‑mile delivery. By weaving together 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: turn 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.

Why This Role Matters

In the fast‑moving world of logistics and e‑commerce, the customer experience can make or break a brand. As a Senior Bilingual Customer Success Manager, you will be the linchpin that connects our cutting‑edge technology to the businesses that rely on it. Your ability to translate complex data into actionable insights, nurture relationships across continents, and champion continuous improvement will directly influence revenue, retention, and brand reputation.

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.

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.
• Champion a culture of continuous improvement, data‑driven decision making, and proactive communication.

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.
• Measure onboarding success through adoption metrics and client feedback.

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.
• Document lessons learned and update knowledge bases to reduce future incidents.

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.
• Represent clients in cross‑functional strategy meetings and product road‑mapping 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.
• Continuously refine measurement frameworks to align with evolving business goals.

Essential Qualifications

• Minimum 5 + 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 the brighthush platform and its suite of tools.
• Empathetic, patient, and solution‑oriented mindset.
• Experience with data analytics tools (e.g., Tableau, Power BI, or equivalent) to derive actionable insights.
• Comfortable working in a fast‑paced, evolving environment.

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.
• Previous involvement in product road‑mapping or feature prioritization.
• Experience with customer success metrics and growth‑hacking strategies.

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.
• Analytical Acumen: Comfortable turning data into actionable insights.
• Leadership: Ability to influence without authority and mentor junior team members.

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.
• Rotational programs that expose you to product, engineering, and sales teams.
• Leadership training and soft‑skill development workshops.

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.
• Open communication channels with leadership and a flat hierarchy.
• Community outreach programs and volunteer opportunities.

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 international travel).
• 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.
• Company‑sponsored tech stipend for home office setup.
• Annual stipend for professional certifications.

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).
• Step 4: Cultural fit assessment with a cross‑functional panel.
• Step 5: Offer and onboarding orientation.

Frequently Asked Questions

• What does a typical day look like? You’ll spend a mix of client calls, internal strategy sessions, data analysis, and cross‑team collaboration. Flexibility is key.
• Is remote work fully supported? Yes, we provide the necessary tools and infrastructure for a productive remote environment.
• What growth metrics are most important? NPS, churn rate, upsell revenue, and product adoption are core KPIs.
• How does brighthush support diversity? We have inclusive hiring practices, employee resource groups, and ongoing bias‑training programs.

How to Apply

Ready to make a tangible impact on the future of logistics? Submit your resume, a cover letter highlighting your bilingual experience, and any relevant case studies or success stories. We look forward to exploring how your expertise can elevate our client relationships and drive sustainable growth at brighthush.