Senior Customer Success & Account Growth Lead – Latin America Expansion & E‑commerce Logistics Champion – São Paulo, Brazil – Drive Growth at brighthush

About brighthush

brighthush is more than a logistics tech company – it is the engine that is reshaping the e‑commerce ecosystem across Latin America. By marrying cutting‑edge data‑driven technology with an intimate understanding of local market nuances, we empower entrepreneurs to scale their brands with the same speed, reach, and reliability that the world’s largest marketplaces offer. From Brazil’s bustling megacities to emerging hubs in Mexico, Colombia, and beyond, brighthush is building a seamless, end‑to‑end platform that turns shipping from a cost center into a competitive advantage.

Our mission is simple: make logistics effortless for every brand, everywhere. We do this by combining a robust cloud‑native platform, AI‑powered analytics, and a network of local fulfillment partners that span the entire continent. The result? Brands can focus on product innovation and customer delight while we handle the complexity of last‑mile delivery, returns, and inventory optimization.

Why brighthush is the Right Choice for You

At brighthush, we believe that the true measure of success is the partnership we build with our clients. Our Customer Success team is the heartbeat of the organization, turning raw data into actionable insights, turning challenges into opportunities, and turning clients into long‑term allies. If you thrive on building relationships, solving complex problems, and driving measurable impact, you’ll find a home here. We’re looking for people who are as passionate about the customer experience as they are about technology, strategy, and growth.

Joining brighthush means becoming part of a forward‑thinking, data‑centric culture that values curiosity, experimentation, and continuous improvement. You’ll work alongside some of the brightest minds in logistics, data science, and e‑commerce, and you’ll have the chance to shape the future of commerce in one of the world’s most dynamic regions.

Role Overview

As the Senior Customer Success & Account Growth Lead, you will be the strategic partner for our most valuable Latin American brands. Your day‑to‑day responsibilities will blend relationship management, data analysis, and cross‑functional collaboration to ensure our clients not only succeed but thrive in a highly competitive market. You will own the entire customer lifecycle from onboarding to renewal, championing growth initiatives that drive revenue, reduce churn, and elevate the brand experience.

In this role, you will act as the bridge between our clients’ ambitions and the capabilities of brighthush’s platform. You will translate business objectives into actionable plans, advocate for your clients’ needs within the organization, and lead initiatives that unlock new revenue streams and deepen customer loyalty.

Key Responsibilities

• Client Advocacy & Relationship Management – Serve as the primary point of contact for our flagship clients, understanding their business goals, pain points, and success metrics. Build trust through proactive communication, timely issue resolution, and a deep understanding of each brand’s unique journey.
• Strategic Account Planning – Develop and execute account plans that align with each client’s growth trajectory. Focus on churn reduction, upsell, and cross‑sell opportunities while ensuring that every recommendation is grounded in data and aligned with the client’s long‑term vision.
• Solution Enablement – Translate client needs into actionable solutions. Collaborate with product, engineering, and operations to deliver seamless experiences, from onboarding to ongoing optimization.
• Data‑Driven Insights – Analyze performance dashboards, KPI trends, and usage data to identify improvement areas. Present findings in clear, concise reports that help clients make informed decisions and drive continuous improvement.
• Negotiation & Commercial Acumen – Conduct mid‑level commercial negotiations, ensuring mutually beneficial outcomes while maintaining strong client trust. Own the negotiation process from discovery to closing, balancing business objectives with client satisfaction.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Marketing, and Finance to align on client objectives and deliver integrated value. Serve as the bridge between client needs and internal capabilities.
• Continuous Improvement – Champion process enhancements, propose system upgrades, and advocate for product features that elevate client satisfaction. Drive change initiatives that improve the overall customer experience.
• Thought Leadership – Represent brighthush at industry events, webinars, and client workshops. Share best practices and emerging trends to position our clients as market leaders.
• Team Leadership & Mentorship – Mentor junior Customer Success Managers, providing guidance on strategy, data analysis, and client communication. Foster a culture of learning and high performance within the team.
• Performance Reporting – Build and maintain dashboards that track key metrics such as NPS, churn, upsell revenue, and client health scores. Use these insights to inform executive leadership and drive strategic decisions.

Essential Qualifications

• Minimum of 3 years in a Customer Success, Account Management, or Client Portfolio role.
• Proven track record of managing and growing a portfolio of high‑value accounts.
• Strong analytical skills with proficiency in Excel, Tableau, and ERP/CRM platforms.
• Excellent written and verbal communication in Portuguese; fluency in English is a plus.
• Demonstrated ability to navigate dynamic environments, adapt to change, and solve problems proactively.
• Experience in the e‑commerce or logistics sector is highly desirable.
• Comfortable presenting complex data insights to senior stakeholders.
• Track record of meeting or exceeding revenue and retention targets.

Preferred Qualifications

• Background in SaaS or technology‑driven service delivery.
• Experience with customer journey mapping and lifecycle management.
• Knowledge of Latin American market dynamics and regulatory landscape.
• Prior exposure to remote‑first teams and distributed work cultures.
• Experience leading cross‑functional projects that span product, engineering, and operations.

Core Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for client challenges and a relentless drive to deliver value.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Data Literacy – Comfortable turning numbers into stories that influence decisions.
• Influence & Negotiation – Persuasive communication that builds consensus across stakeholders.
• Resilience & Adaptability – Thrive under pressure, pivot quickly, and maintain composure.
• Collaboration & Teamwork – Work seamlessly with cross‑functional partners to achieve shared goals.
• Leadership & Coaching – Inspire and develop junior team members.
• Project Management – Plan, execute, and deliver initiatives on time and within scope.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the market we serve. We offer a clear, structured path that rewards performance, initiative, and continuous learning.

• Structured mentorship programs with senior leaders who have built successful careers in e‑commerce, logistics, and technology.
• Access to industry conferences, workshops, and online courses that keep you at the forefront of market trends.
• Clear promotion pathways from Account Manager to Senior Account Manager, Director, and beyond – we promote from within whenever possible.
• Cross‑departmental projects that broaden your skill set and visibility across the organization.
• Regular “innovation sprints” where you can propose new ideas, test them, and see real impact on the business.
• Leadership development programs focused on strategic thinking, negotiation, and data‑driven decision making.
• Opportunities to lead regional initiatives, expanding your influence beyond individual accounts.

Work Environment & Culture

Our culture is built on continuous challenge, purpose, and protagonism. We encourage bold thinking, celebrate experimentation, and reward results. As a remote‑first company, we prioritize flexibility while fostering a sense of community through:

• Regular virtual town halls and knowledge‑sharing sessions.
• Quarterly in‑person retreats in São Paulo for team building and strategy alignment.
• Open‑door policy that invites feedback and ideas from every level.
• Inclusive hiring practices that value diverse perspectives.
• Employee resource groups that support cultural, gender, and professional development.
• Peer‑to‑peer learning circles focused on emerging technologies and market trends.
• Annual hackathon events that bring together cross‑functional teams to solve real business challenges.

Compensation, Perks & Benefits

While the exact salary range will be discussed during the interview process, we offer a competitive package that includes:

• Health, dental, and life insurance plans.
• Flash Benefits platform – access to food vouchers, meal vouchers, education, entertainment, culture, health, well‑being, and home‑office support.
• Free weekly Spanish classes to enhance your language skills.
• Totalpass – a network of partnerships for physical activities, mindfulness, therapy, nutrition, and quality sleep.
• Discounts on brighthush courses for continuous learning.
• Childcare assistance for children up to 5 years old.
• Extended family leave: 21 consecutive days for non‑pregnant or adopting individuals, with 4 months maternity leave and 21 days parental leave. The benefit also applies to families that adopt or obtain legal custody of a child and to same‑sex couples.
• Annual “Recharge Week” – a week of rest to recharge your energy at the start or end of the year.
• Free brighthush subscription for you or a close person.
• Remote‑first policy that allows you to work from anywhere in Brazil, with occasional in‑person meetings in São Paulo.
• Performance‑based bonuses tied to client success metrics.
• Equity participation plan for senior leaders.

How We Measure Success

At brighthush, success is quantifiable and qualitative. We track metrics such as Net Promoter Score (NPS), churn rate, upsell revenue, and client satisfaction scores. Beyond numbers, we value the stories of how our clients grow, the innovations we co‑create, and the lasting relationships we build.

Your impact will be measured through a combination of:

• Client health scores and renewal rates.
• Revenue growth from upsell and cross‑sell initiatives.
• Reduction in churn and improvement in NPS.
• Feedback from clients on the value of your strategic guidance.
• Internal recognition for driving process improvements and product enhancements.

FAQs

• What does a typical day look like? You’ll start with a quick sync with the Sales and Product teams, review client dashboards, respond to client inquiries, and then dive into strategic planning or data analysis. Flexibility is key – you’ll balance reactive support with proactive growth initiatives.
• Is remote work fully supported? Yes. We provide a home‑office stipend, ergonomic equipment, and a robust digital collaboration suite to keep you connected and productive.
• What opportunities exist for career advancement? We have a transparent promotion framework. After demonstrating impact in your role, you can move into senior account management, director‑level positions, or even cross into product or strategy leadership.
• How does brighthush support diversity and inclusion? We actively recruit from diverse talent pools, offer mentorship programs for underrepresented groups, and maintain employee resource groups that foster belonging and professional growth.
• What is the onboarding process like? New hires undergo a 4‑week onboarding program that covers our platform, processes, and culture, followed by mentorship and shadowing with senior team members.
• How does brighthush handle performance reviews? We conduct quarterly performance reviews that focus on goal achievement, skill development, and career aspirations.

Next Steps – Apply Today

If you are ready to join a forward‑thinking team that values innovation, collaboration, and impact, we want to hear from you. Bring your passion for customer success, your strategic mindset, and your drive to help brands thrive. Apply now and become a key player in brighthush’s expansion across Latin America.