Senior Customer Success & Digital Transformation Lead – APAC – Strategic Champion of 3D Fashion Innovation, Sustainable Growth, and Market Leadership at brighthush

About brighthush

brighthush is the vanguard of the fashion‑tech revolution, fusing cloud‑native architecture with state‑of‑the‑art 3D design, physics‑based simulation, and AI‑driven analytics. Our platform empowers designers, manufacturers, and retailers to prototype, iterate, and launch collections at a pace that was once unimaginable. By slashing material waste, lowering carbon footprints, and unlocking new revenue streams, we help brands stay competitive while staying true to their sustainability commitments. With a presence that spans North America, Europe, and the Asia‑Pacific, brighthush partners with iconic fashion houses, leading e‑commerce platforms, and innovative manufacturing firms to accelerate time‑to‑market and drive sustainable growth.

Why brighthush?

At brighthush, we don’t just provide software – we partner with brands on their digital transformation journey. Our culture is built on curiosity, collaboration, and an unwavering focus on customer obsession. If you thrive in an environment where you can influence product direction, champion sustainability, and help brands achieve breakthrough results, brighthush is the place for you. We celebrate bold ideas, reward experimentation, and turn challenges into opportunities. Our people are the engine of our success, and we invest heavily in their growth, well‑being, and professional development.

Role Overview

As the Senior Customer Success & Digital Transformation Lead for the APAC region, you will be the linchpin that turns our technology into tangible business value for our clients. You will partner closely with Sales, Product, and Support teams to orchestrate a seamless customer journey—from onboarding and enablement to renewal and expansion. Your influence will shape the future of fashion technology in the region, fostering a culture of innovation, collaboration, and customer obsession. You will be a strategic advisor, a hands‑on implementation champion, and a thought leader who drives measurable impact across the entire customer lifecycle.

Key Responsibilities

1. Customer Onboarding & Enablement

• Design and execute a structured onboarding roadmap that aligns with each customer’s unique business objectives and technical landscape.
• Facilitate immersive training sessions, workshops, and knowledge‑transfer programs for design, engineering, and production teams.
• Develop onboarding playbooks, best‑practice guides, and self‑service resources that accelerate time‑to‑value and empower users to become power‑users.
• Collaborate with Product and Engineering to incorporate user feedback into the platform’s continuous improvement cycle.
• Leverage data analytics to monitor onboarding success and iterate on processes to reduce churn during the early adoption phase.
• Establish a mentorship loop where early adopters coach new customers, fostering a community of practice.

2. Account Management & Relationship Building

• Serve as the trusted point of contact for key stakeholders, cultivating long‑term relationships and fostering a partnership mindset.
• Create tailored success plans that map customer goals to platform capabilities, ensuring alignment with product roadmaps and market trends.
• Conduct regular business reviews, analyzing usage data, health metrics, and feedback to identify growth opportunities and potential risks.
• Champion industry best practices and cross‑pollinate knowledge across accounts to drive adoption and innovation.
• Act as a customer champion within internal forums, influencing product strategy, feature prioritization, and support processes.
• Maintain a proactive communication cadence that keeps customers informed about new releases, roadmap updates, and industry insights.
• Build a network of brand ambassadors who can advocate for brighthush within their own ecosystems.

3. Adoption & Engagement

• Guide customers through digital transformation initiatives, workflow optimization, and change‑management programs that embed brighthush solutions into core business processes.
• Proactively monitor adoption metrics, usage patterns, and feature utilization to surface insights and recommend targeted interventions.
• Collaborate with Product and Engineering to translate customer feedback into actionable roadmap items.
• Develop and deliver thought‑leadership content—whitepapers, webinars, and case studies—that showcases the strategic value of 3D fashion technology.
• Build a community of practice among APAC customers, fostering peer learning and best‑practice sharing.
• Implement gamified learning modules to increase engagement and accelerate skill acquisition.

4. Renewals & Expansion

• Partner with Sales and Account Management to secure renewals, ensuring a smooth transition from implementation to ongoing usage.
• Develop and present ROI‑driven business cases that demonstrate the tangible impact of our platform on cost savings, speed, and sustainability.
• Identify upsell and cross‑sell opportunities, aligning them with customer growth plans and emerging market trends.
• Maintain a proactive renewal pipeline, mitigating churn risk through early engagement and value reinforcement.
• Track renewal performance against quarterly targets and adjust strategies accordingly.
• Coordinate with Finance to streamline billing and invoicing processes for a frictionless renewal experience.

5. Customer Advocacy & Voice of Customer

• Collect, analyze, and communicate customer insights to Product, Engineering, and Marketing teams.
• Champion success stories, case studies, and testimonials that showcase the value of brighthush to the broader community.
• Represent customer needs within internal forums, influencing product strategy, feature prioritization, and support processes.
• Build a community of practice among APAC customers, fostering peer learning and best‑practice sharing.
• Advocate for customer‑centric improvements across all touchpoints, ensuring a seamless experience.
• Lead the creation of a customer advisory board to gather strategic feedback and co‑create future roadmap items.

6. Issue Resolution & Support Coordination

• Act as the escalation point for complex customer issues, coordinating cross‑functional resources to deliver timely resolutions.
• Maintain a proactive stance on risk mitigation, ensuring that potential roadblocks are addressed before they impact customer satisfaction.
• Collaborate with Support to refine incident response processes and improve first‑time resolution rates.
• Document and share resolution best practices to reduce future incidents and improve knowledge base quality.
• Implement a post‑mortem process for critical incidents to capture lessons learned and drive continuous improvement.

Key Performance Indicators (KPIs)

• Customer Retention (Gross Retention Rate) and Net Revenue Retention.
• Time‑to‑Value for new implementations.
• Feature Adoption and Utilization Rates.
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• Revenue Growth through Upsells and Cross‑Sells.
• Renewal Rate and Expansion Revenue.
• Customer Health Score improvements.
• Operational Efficiency metrics (e.g., average resolution time).

Essential Qualifications

• Bachelor’s degree in Business, Fashion Design, Engineering, or a related discipline; Master’s preferred.
• Minimum of 5 years of experience in Customer Success, Account Management, or a related role within SaaS or high‑touch B2B environments.
• Proven track record of driving customer retention, adoption, and expansion in enterprise or mid‑market accounts.
• Strong analytical mindset with the ability to interpret data, identify trends, and translate insights into action.
• Excellent interpersonal, communication, and negotiation skills, with fluency in spoken and written English.
• Comfortable working across global, cross‑functional teams in a fast‑paced, dynamic setting.
• Experience managing a portfolio of high‑value accounts in the APAC region.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and analytics platforms.
• Demonstrated ability to influence product strategy and prioritize features based on customer impact.

Preferred Qualifications

• Experience in the fashion or apparel industry, with a deep understanding of design, production, and supply‑chain workflows.
• Ability to translate complex technology into clear business value and ROI narratives.
• Multilingual capabilities, especially in Mandarin, Japanese, or Korean, are a plus.
• Experience with digital transformation initiatives and change‑management programs.
• Knowledge of sustainability metrics and circular fashion practices.
• Familiarity with industry standards such as ISO 14001, GOTS, or B Corp certifications.
• Experience leading cross‑regional or cross‑functional customer success teams.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Project Management & Execution Excellence
• Influence & Negotiation
• Cross‑Functional Collaboration
• Adaptability & Resilience
• Continuous Learning & Curiosity
• Change Management & Process Improvement
• Technical Acumen in 3D Design & Simulation Tools
• Financial Acumen – ROI & P&L awareness

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As the Senior Customer Success & Digital Transformation Lead, you will:

• Progress into a Regional Customer Success Leadership role, overseeing a portfolio of high‑value accounts across APAC.
• Lead cross‑regional initiatives that shape the global customer experience strategy.
• Participate in executive‑level stakeholder engagements, influencing product direction and market positioning.
• Access a robust learning ecosystem, including industry conferences, certification programs, and internal knowledge hubs.
• Benefit from a mentorship program that pairs you with senior leaders across Product, Engineering, and Sales.
• Take ownership of a strategic customer success roadmap that directly impacts brighthush’s growth trajectory.
• Develop expertise in emerging technologies such as AI‑driven design, blockchain for supply chain transparency, and advanced sustainability analytics.
• Earn recognition through brighthush’s internal awards and external industry accolades.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and inclusivity. Our APAC team operates in a hybrid model that balances remote flexibility with periodic in‑office collaboration hubs. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Our core values—Customer Obsession, Ownership, and Continuous Improvement—are lived daily through transparent communication, agile processes, and a shared commitment to delivering transformative outcomes.

We foster a learning mindset, encouraging employees to experiment, iterate, and share insights. Whether you’re a seasoned professional or an emerging talent, you’ll find a supportive environment that values your contributions and invests in your growth. From hack‑days and design sprints to wellness retreats and community service projects, brighthush offers a holistic experience that blends work, play, and purpose.

Compensation & Benefits

While specific figures are tailored to individual experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior Customer Success roles in APAC.
• Performance‑based bonuses tied to key metrics such as NRR, adoption rates, and customer satisfaction.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision coverage.
• Flexible work arrangements, including remote work options and generous paid time off.
• Professional development budget, covering conferences, training, and certifications.
• Wellness programs, including mental health resources and wellness stipends.
• Employee recognition programs and community‑building events.
• Access to cutting‑edge tools and technologies that support your day‑to‑day work.
• Relocation assistance for candidates moving within the APAC region.

How to Apply

Ready to shape the future of fashion technology and empower brands across APAC? Submit your application through our careers portal and join a team that values innovation, impact, and personal growth.