Remote Position
Senior Customer Experience & Success Lead – Driving Sustainable Agriculture Innovation, Global Market Expansion, and Exceptional Customer Engagement at brighthush
🌍 Remote · United States
💼 Full-time
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About brighthush – Pioneering Sustainable Agriculture for a Greener Tomorrow
brighthush is more than a supplier of seeds, fertilizers, and precision equipment; it is a catalyst for a global movement that redefines how the world feeds itself. With a presence that spans continents, we blend premium agricultural inputs with cutting‑edge digital solutions, empowering farmers, distributors, and retailers to thrive sustainably. Every interaction you’ll have as a Customer Experience & Success Lead will reinforce our promise: to help partners grow stronger, more resilient, and more environmentally responsible while safeguarding the planet for future generations.
Why This Role Matters
In an era where food security, climate resilience, and technological innovation intersect, the Senior Customer Experience & Success Lead is the linchpin that turns strategy into tangible outcomes. You will translate our values into everyday actions, ensuring that every customer touchpoint is a step toward a more sustainable future. Your work will directly influence yield improvements, waste reduction, and the economic vitality of rural communities worldwide.
Key Responsibilities
Customer Support & Relationship Management
- Serve as the primary point of contact for customers via phone, email, chat, and in‑person visits.
- Respond promptly to inquiries about product details, order status, and company policies, ensuring a consistent and high‑quality experience.
- Handle and resolve customer complaints or concerns with professionalism, empathy, and a proactive problem‑solving mindset.
- Build long‑term relationships with key accounts, acting as a trusted advisor on product selection and operational best practices.
- Maintain a 95%+ customer satisfaction score by delivering timely, accurate, and personalized support.
- Document all interactions in the CRM to ensure a single source of truth for customer data.
Product Knowledge & Guidance
- Maintain an in‑depth understanding of brighthush’s product portfolio, including seeds, fertilizers, equipment, and digital solutions.
- Assist customers in selecting the most suitable products based on their unique needs, crop cycles, and sustainability goals.
- Provide clear, concise explanations of product benefits, usage instructions, and safety measures, translating technical details into actionable insights.
- Collaborate with the product development team to relay customer feedback and influence future product enhancements.
- Develop and update product knowledge resources, such as FAQs, quick‑reference guides, and video tutorials.
- Stay current on industry trends and emerging technologies to offer forward‑looking advice to customers.
Order Management & Fulfillment Coordination
- Guide customers through the ordering process, ensuring accuracy and clarity at every step.
- Track shipments, coordinate with logistics partners, and manage returns or exchanges efficiently.
- Collaborate with sales, fulfillment, and inventory teams to guarantee timely and accurate order fulfillment.
- Utilize our proprietary CRM and ERP systems to update order status, capture customer preferences, and maintain data integrity.
- Identify and resolve bottlenecks in the order cycle, contributing to continuous improvement initiatives.
- Provide post‑delivery support to ensure customer satisfaction and encourage repeat business.
Feedback Collection & Continuous Improvement
- Collect, analyze, and relay customer feedback to product development and quality assurance teams.
- Maintain meticulous records of all customer interactions and transactions using our CRM platform.
- Identify trends, pain points, and opportunities for process improvements to enhance the overall customer experience.
- Participate in cross‑functional improvement initiatives, contributing to the development of new service protocols and knowledge bases.
- Present findings and recommendations to senior leadership in quarterly review meetings.
- Champion a culture of data‑driven decision making across the customer experience function.
Problem Resolution & Compliance
- Investigate complex issues, propose viable solutions, and follow up to ensure customer satisfaction.
- Adhere to brighthush’s policies, industry regulations, and safety standards in all interactions.
- Escalate unresolved issues to the appropriate internal stakeholders, ensuring timely resolution.
- Document root causes and corrective actions to prevent recurrence.
- Stay current on regulatory changes affecting product safety and customer communications.
- Ensure all customer interactions comply with data privacy and security requirements.
Customer Education & Engagement
- Conduct educational sessions—both in‑person and virtual—on product usage, best practices, and sustainability initiatives.
- Develop and distribute user guides, FAQs, and video tutorials to empower customers.
- Encourage proactive engagement through newsletters, webinars, and community forums.
- Collaborate with marketing to create content that highlights success stories and case studies.
- Measure engagement metrics and adjust content strategy to maximize impact.
- Facilitate peer‑to‑peer learning communities among customers to share insights and best practices.
Key Success Metrics
- Customer Satisfaction Score (CSAT) above 90%.
- Net Promoter Score (NPS) improvement of at least 5 points year‑over‑year.
- First‑Contact Resolution (FCR) rate of 80% or higher.
- Reduction in average handling time by 10% within the first six months.
- Customer retention rate exceeding 95% for key accounts.
Team Structure & Reporting
- Reports directly to the Director of Customer Success.
- Collaborates closely with Sales, Product Development, Logistics, and Marketing teams.
- Leads a small team of 3–5 Customer Success Specialists, providing mentorship and performance guidance.
- Participates in cross‑functional steering committees to align customer insights with strategic initiatives.
Technology & Tools
- CRM: brighthush’s proprietary CRM system for customer interaction tracking.
- ERP: brighthush’s proprietary ERP system for order and inventory management.
- Analytics: brighthush’s analytics platform for data visualization and reporting.
- Communication: brighthush’s internal communication suite for collaboration.
- Knowledge Base: brighthush’s knowledge base platform for documentation and resource sharing.
Travel & Flexibility
- Occasional travel (up to 20% of the time) to customer sites, trade shows, and regional offices.
- Hybrid work model: 3 days in the office, 2 days remote, with flexibility to adjust based on project needs.
- Availability for occasional evening or weekend support during peak seasons.
Essential Qualifications
- High school diploma or equivalent; a bachelor’s degree in Business, Communications, Agriculture, or a related field is a plus.
- Minimum of 2 years of customer service experience, preferably within the agricultural or related industries.
- Proficiency in office productivity tools and CRM software.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly.
- Strong problem‑solving skills and the capacity to remain calm under pressure.
- Demonstrated ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
- Friendly, approachable demeanor with a genuine customer‑first attitude.
- Detail‑oriented, highly organized, and adept at maintaining accurate records.
- Proactive mindset with a willingness to learn and adapt to evolving technologies.
- Experience with data analytics tools is a plus.
Preferred Qualifications
- Experience working with agricultural products, equipment, or digital farming solutions.
- Knowledge of sustainable farming practices and industry trends.
- Previous experience in a role that required cross‑functional collaboration with sales, logistics, and product teams.
- Fluency in additional languages (e.g., Spanish, Portuguese) to serve a diverse customer base.
- Certifications in customer service, conflict resolution, or related fields.
- Experience with data analytics tools to interpret customer metrics.
Skills & Competencies
- Customer‑centric mindset with a passion for delivering exceptional service.
- Strong analytical skills to interpret data and drive continuous improvement.
- Adaptability and resilience in a dynamic, evolving industry.
- Team collaboration and cross‑departmental communication.
- Tech‑savvy: comfortable with CRM systems, data entry, and digital communication tools.
- Time‑management and organizational prowess.
- Strategic thinking: ability to see the bigger picture and align customer needs with business goals.
- Empathy and active listening skills to understand customer pain points.
- Conflict resolution and negotiation skills.
Career Growth & Learning Opportunities
At brighthush, we believe that growth begins with learning. As a Customer Experience & Success Lead you will have access to:
- On‑the‑job training with seasoned professionals in sales, logistics, and product development.
- Regular workshops on emerging agricultural technologies, sustainability practices, and customer engagement strategies.
- Mentorship programs that pair you with senior leaders to accelerate your career trajectory.
- Clear advancement pathways—from Customer Experience Lead to Senior Specialist, Team Lead, and beyond.
- Opportunities to contribute to cross‑functional projects, expanding your skill set and visibility within the organization.
- Access to industry conferences, webinars, and certification programs at no additional cost.
- Annual performance reviews that include personalized development plans.
- Encouragement to pursue advanced degrees or industry certifications through tuition reimbursement.
Work Environment & Culture
brighthush fosters a culture of collaboration, innovation, and inclusivity. Our office is a vibrant hub where ideas flourish and teamwork is celebrated. Key cultural pillars include:
- Open communication channels that encourage feedback and continuous improvement.
- Commitment to work‑life balance, with flexible scheduling options to accommodate personal and professional responsibilities.
- Community outreach initiatives that empower local farmers and promote sustainable agriculture.
- Recognition programs that celebrate individual and team achievements.
- Diversity and inclusion as core values, ensuring every voice is heard and respected.
- Collaborative spaces that blend modern design with functional work zones.
- Regular team‑building events, hackathons, and innovation challenges.
Compensation & Benefits
While specific compensation details will be discussed during the interview process, brighthush offers a competitive salary package that reflects your experience and the value you bring to our mission. In addition to base pay, we provide:
- Performance‑based bonuses tied to customer satisfaction and retention metrics.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings plan with company match.
- Paid time off, including vacation, sick leave, and personal days.
- Flexible work arrangements and a hybrid model to support work‑life balance.
- Professional development budget for conferences, courses, and certifications.
- Employee wellness programs, including gym memberships and mental health resources.
- Employee referral bonuses and recognition awards.
Ready to Make an Impact?
If you are passionate about customer success, eager to drive sustainable change in agriculture, and ready to join a forward‑thinking team that values innovation and collaboration, we want to hear from you. Bring your expertise, curiosity, and commitment to excellence, and help brighthush empower farmers and partners around the world to grow stronger, more resilient, and more responsible.