Senior Customer Excellence Manager – SaaS Implementation, Expansion & Team Leadership at brighthush

About brighthush

brighthush is a forward‑thinking SaaS company that empowers businesses to streamline their operations through intelligent, cloud‑based solutions. With a mission to deliver unparalleled customer value, we combine cutting‑edge technology with a culture of continuous improvement and data‑driven decision making. Our platform is trusted by enterprises worldwide, and we are proud to be a leader in the rapidly evolving Information Technology sector.

Why Join brighthush?

At brighthush, we believe that exceptional customer experiences are the cornerstone of sustainable growth. Our team is built on collaboration, curiosity, and a relentless focus on delivering results. As a Senior Customer Excellence Manager, you will play a pivotal role in shaping the way our customers interact with our platform, ensuring they achieve success and unlock new opportunities for their businesses.

Key Responsibilities

• Lead and Mentor a High‑Performing Team – Build, coach, and inspire a group of customer success specialists, fostering a culture of accountability, continuous learning, and high engagement.
• Drive End‑to‑End Implementation Projects – Own the full implementation lifecycle for new customers, from onboarding kickoff to go‑live, ensuring seamless integration, data migration, and adoption of best practices.
• Champion Customer Expansion Initiatives – Identify upsell and cross‑sell opportunities, collaborate with Sales and Product teams to design expansion playbooks, and execute strategies that increase revenue per account.
• Establish and Optimize Processes – Develop and refine SOPs, playbooks, and knowledge base content to standardize workflows, reduce time‑to‑value, and improve service quality.
• Analyze and Report on Customer Health – Leverage analytics tools (PowerBI, Metabase, Qlik) to monitor CSAT, NPS, renewal rates, and usage metrics; translate insights into actionable recommendations.
• Collaborate Across Functions – Work closely with Product, Engineering, Sales, Finance, and Marketing to align on customer priorities, feature requests, and go‑to‑market strategies.
• Represent the Voice of the Customer – Serve as the primary advocate for customer needs within the organization, ensuring that product roadmaps and service improvements reflect real‑world use cases.
• Drive Continuous Improvement – Lead initiatives to enhance customer satisfaction, reduce churn, and increase adoption, using data‑driven experimentation and feedback loops.

Essential Qualifications

• 6–8 years of post‑sales, customer‑facing experience, with a strong focus on implementation and support.
• Minimum 3 years of proven team leadership in a SaaS or B2B environment.
• Advanced proficiency in Microsoft Excel and Google Sheets for data analysis and reporting.
• Hands‑on experience with business intelligence tools such as PowerBI, Metabase, or Qlik.
• Demonstrated ability to create clear, concise documentation and knowledge base content.
• Strong cross‑functional coordination skills, with a track record of collaborating with Product, Engineering, Sales, and Finance teams.
• Excellent communication skills in English, both written and verbal.
• Self‑motivated, results‑oriented, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Experience in the logistics, supply‑chain, or enterprise‑software sectors.
• Knowledge of customer success metrics and frameworks (e.g., CSAT, NPS, R&R).
• Familiarity with Agile and Scrum methodologies.
• Experience managing a distributed team across multiple time zones.
• Background in data‑driven decision making and experimentation.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain top talent.
• Strategic Thinking – Translate customer insights into growth strategies.
• Analytical Acumen – Use data to diagnose problems, measure success, and drive improvements.
• Project Management – Plan, execute, and deliver complex implementation projects on time and within budget.
• Customer‑Centric Mindset – Deep empathy for customer challenges and a passion for solving them.
• Communication & Influence – Effectively convey ideas to stakeholders at all levels.
• Adaptability – Thrive in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Senior Customer Excellence Manager, you will have the chance to:

• Progress into Director or VP roles within Customer Success or Product Management.
• Lead cross‑functional initiatives that shape the future of our platform.
• Attend industry conferences, workshops, and certification programs at no cost.
• Participate in internal mentorship programs and leadership training.
• Contribute to thought leadership pieces, webinars, and community events.

Work Environment & Culture

brighthush is a fully remote organization based in South Africa, offering flexible working hours to accommodate diverse time zones. Our culture is built on:

• Collaboration – Transparent communication and shared ownership across teams.
• Innovation – Encouraging experimentation and rewarding creative solutions.
• Inclusivity – A diverse workforce where every voice is heard and valued.
• Well‑being – Comprehensive wellness programs, mental health support, and a focus on work‑life balance.
• Recognition – Regular shout‑outs, performance bonuses, and milestone celebrations.

Compensation & Benefits

We offer a competitive salary package that reflects your experience and the value you bring to brighthush. In addition, you will enjoy:

• Performance‑based bonuses tied to customer success metrics.
• Equity options to share in the company’s growth.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements and a fully remote setup.
• Professional development stipend for courses, certifications, and conferences.
• Wellness benefits such as gym memberships, meditation apps, and mental health resources.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced SaaS environment, and are ready to lead a high‑impact team, we want to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of customer success.