Senior Customer Excellence Manager – SaaS & Logistics Solutions – Driving Customer Success, Expansion, and Data‑Driven Insights

About brighthush

brighthush is a trailblazing technology company that is redefining the freight and logistics landscape through a cloud‑native, data‑centric platform. By seamlessly connecting shippers, carriers, and logistics service providers, we empower enterprises to orchestrate complex freight operations with unprecedented visibility, efficiency, and cost savings. Our mission is simple yet ambitious: to make every shipment smarter, faster, and more sustainable.

With a culture rooted in innovation, collaboration, and customer obsession, brighthush has rapidly grown from a niche startup to a global leader in logistics technology. We are proud to serve a diverse portfolio of clients ranging from Fortune 500 manufacturers to nimble e‑commerce brands, all of whom rely on our platform to unlock new levels of operational excellence.

Why Join brighthush?

• Impactful Work: Your decisions will directly influence how thousands of businesses manage their supply chains.
• Remote Flexibility: Work from anywhere in South Africa while staying connected with a vibrant, distributed team.
• Growth Mindset: We invest heavily in professional development, offering mentorship, certifications, and cross‑functional projects.
• Diverse & Inclusive: A workplace where every voice is heard and celebrated.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and a comprehensive benefits package.

Position Overview

As the Senior Customer Excellence Manager, you will be the linchpin between our customers and the product, engineering, and analytics teams. You will lead a high‑performing customer success squad, ensuring that every client not only adopts our SaaS platform but also realizes measurable business outcomes. Your strategic vision, data‑driven mindset, and passion for customer advocacy will accelerate revenue growth, deepen retention, and shape the future roadmap of brighthush.

Key Responsibilities

• Team Leadership & Development: Build, coach, and inspire a team of 8–12 Customer Success Specialists, fostering a culture of continuous improvement, accountability, and high engagement.
• Customer Lifecycle Management: Own the end‑to‑end journey from onboarding to renewal, ensuring seamless implementations, proactive health checks, and timely upsell opportunities.
• Data‑Driven Insights: Leverage advanced analytics tools (PowerBI, Metabase, Qlik) to monitor key metrics, identify trends, and recommend actionable improvements to product and service delivery.
• Strategic Partnerships: Act as the primary liaison between key accounts and internal stakeholders, translating customer feedback into product enhancements and service innovations.
• Revenue Expansion: Drive expansion initiatives such as cross‑sell, upsell, and renewal programs, consistently meeting or exceeding quarterly targets.
• Process Optimization: Design and refine customer success workflows, knowledge bases, and automation scripts to increase efficiency and reduce churn.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer forums, positioning the company as a thought leader in logistics technology.
• Reporting & Forecasting: Produce regular executive dashboards, forecast renewal revenue, and report on team performance metrics.

Essential Qualifications

• 6–8 years of post‑sales customer‑facing experience in SaaS or logistics technology.
• Minimum 3 years of proven team leadership, with a track record of scaling high‑performance customer success teams.
• Expertise in Excel, Google Sheets, PowerBI, Metabase, and Qlik for data analysis and reporting.
• Strong understanding of customer lifecycle management, churn mitigation, and expansion strategies.
• Excellent communication skills in English, both written and verbal, with the ability to influence cross‑functional stakeholders.
• Experience working in a remote, distributed environment, with a self‑starter attitude and strong time‑management skills.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).

Preferred Qualifications

• Background in logistics, supply chain, or freight operations, with a deep understanding of the challenges faced by shippers and carriers.
• Experience with data‑driven customer success frameworks such as NPS, CSAT, and Customer Health Scores.
• Knowledge of cloud technologies (AWS, Azure, GCP) and SaaS billing models.
• Prior experience in a fast‑growth startup environment, navigating ambiguity and driving rapid change.
• Fluency in additional languages (e.g., Afrikaans, Zulu, or other South African languages) is a plus.

Core Skills & Competencies

• Strategic Thinking: Ability to translate customer insights into actionable business strategies.
• Analytical Acumen: Proficiency in dissecting complex data sets to uncover trends and opportunities.
• Leadership & Mentorship: Skilled at coaching, motivating, and developing talent.
• Customer Advocacy: Passionate about championing the customer voice across the organization.
• Project Management: Proven track record of delivering projects on time and within scope.
• Adaptability: Comfortable operating in a fast‑paced, evolving environment.
• Collaboration: Strong interpersonal skills to work effectively with product, engineering, marketing, and finance teams.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Customer Excellence Manager, you will:

• Progress into a Director of Customer Success role, overseeing a global team and shaping the company’s customer strategy.
• Participate in leadership development programs, including executive coaching, strategic decision‑making workshops, and cross‑functional rotations.
• Earn industry certifications such as Certified Customer Success Manager (CCSM) or Certified ScrumMaster (CSM).
• Attend international conferences, webinars, and industry summits to stay ahead of market trends.
• Contribute to internal knowledge bases, whitepapers, and case studies that showcase brighthush’s thought leadership.

Work Environment & Culture

brighthush thrives on a culture of transparency, curiosity, and empowerment. Our remote teams collaborate through asynchronous communication tools, weekly virtual town halls, and quarterly in‑person retreats. We celebrate wins with virtual high‑fives, recognition programs, and a culture of continuous feedback. Diversity, equity, and inclusion are not buzzwords for us—they are the foundation of our decision‑making and innovation.

Compensation, Perks, and Benefits

• Competitive Salary: Market‑aligned base pay with performance‑based bonuses.
• Equity Participation: Opportunity to own a stake in brighthush’s future growth.
• Health & Wellness: Comprehensive health insurance, mental health support, and wellness stipends.
• Paid Time Off: Generous vacation policy, sick leave, and personal days.
• Learning & Development: Annual budget for courses, certifications, and conferences.
• Flexible Work Hours: Remote work with a flexible schedule to support work‑life balance.
• Tech Stipend: Monthly allowance for home office equipment and high‑speed internet.
• Community & Social Impact: Volunteer days, sustainability initiatives, and partnership with local NGOs.

How to Apply

If you are a customer‑centric leader who thrives on data, strategy, and collaboration, we want to hear from you. Join brighthush and help shape the future of logistics technology while building a rewarding career that aligns with your values.

Ready to take the next step? Submit your application through our careers portal and let’s start a conversation about how you can make a lasting impact at brighthush.