Senior Customer Success & Expansion Lead – Logistics & Supply Chain SaaS Platform – Remote South Africa – Championing Implementation Excellence, Upsell Success, and Sustainable Revenue Growth at brighthush

About brighthush

In today’s fast‑moving freight and logistics landscape, the shift from legacy, paper‑centric workflows to cloud‑native, data‑driven platforms is no longer optional—it’s a competitive imperative. At brighthush, we are the catalyst for that transformation. Our mission is to empower carriers, shippers, and logistics service providers worldwide to operate smarter, faster, and greener. By unifying fragmented systems, delivering real‑time analytics, and harnessing artificial intelligence, we give our customers the tools they need to reduce costs, improve visibility, and accelerate growth—all while staying compliant with evolving regulatory landscapes.

Founded in South Africa with a growing global footprint, brighthush has built a reputation for delivering high‑quality, scalable solutions that meet the unique needs of the African logistics market and beyond. We are more than a technology provider; we are a partner that unlocks new efficiencies and competitive advantages for logistics leaders worldwide. If you thrive in a dynamic, high‑growth environment and want to make a tangible impact on the logistics industry, this role is for you.

Why join brighthush?

At brighthush, we believe that the best technology is only as powerful as the people who use it. That’s why we invest heavily in our teams, culture, and continuous learning. Here’s what you can expect when you become part of our family:

• Impactful Work – Shape the future of global logistics by driving customer success in a high‑growth SaaS environment.
• Remote Flexibility – Work from anywhere in South Africa while collaborating with a diverse, international team.
• Career Growth – Clear pathways to senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Head of Customer Operations.
• Learning Culture – Access to continuous learning resources, mentorship programs, and industry conferences.
• Competitive Compensation – Base salary, performance bonuses, equity options, and comprehensive benefits.
• Inclusive Environment – A culture that celebrates diversity, encourages innovation, and values work‑life balance.

Role Overview

As the Senior Customer Success & Expansion Lead, you will own the end‑to‑end customer journey from onboarding to expansion. Your strategic vision, operational excellence, and customer‑centric mindset will be the driving forces behind our growth and customer satisfaction. You will lead a high‑performing team, collaborate cross‑functionally, and translate data into actionable insights that shape product and service improvements.

Key Responsibilities

Your day‑to‑day responsibilities will include, but are not limited to:

• Team Leadership & Development – Recruit, coach, and mentor a team of 5–8 customer success managers and analysts. Set clear performance metrics, conduct regular one‑on‑ones, and foster a culture of continuous improvement.
• Implementation Oversight – Own the full implementation lifecycle for new customers, from kickoff to go‑live and post‑implementation reviews. Coordinate cross‑functional resources (sales, product, engineering, and support) to ensure seamless delivery.
• Customer Expansion & Upsell – Identify and execute expansion opportunities within existing accounts. Work closely with the sales team to develop account plans, negotiate renewals, and secure upsell deals.
• Data‑Driven Insights – Leverage analytics tools (PowerBI, Metabase, Qlik) to monitor customer health scores, usage metrics, and support ticket trends. Translate data into actionable recommendations for product and process improvements.
• Process & Tool Optimization – Continuously refine customer success workflows, playbooks, and knowledge bases. Implement best practices for onboarding, training, and support.
• Stakeholder Collaboration – Serve as the voice of the customer within brighthush, providing feedback to product, engineering, and marketing teams to shape future roadmap items.
• Performance Reporting – Deliver weekly and monthly reports to senior leadership on key metrics such as NPS, churn, renewal rates, and expansion revenue.
• Compliance & Risk Management – Ensure all customer interactions comply with data privacy regulations and internal security policies.

Essential Qualifications

• 6–8 years of post‑sales customer‑facing experience in SaaS, logistics, or B2B technology environments.
• 3+ years of proven team leadership, managing a group of customer success or implementation specialists.
• Strong analytical skills with proficiency in Excel, Google Sheets, PowerBI, Metabase, and Qlik.
• Demonstrated ability to drive customer adoption, reduce churn, and generate expansion revenue.
• Excellent communication skills in English, both written and verbal.
• Experience working remotely and managing distributed teams.
• Knowledge of logistics, freight forwarding, or supply chain operations is highly desirable.

Preferred Qualifications

• Background in logistics software implementation or freight technology.
• Experience with customer success platforms such as Gainsight, Totango, or ChurnZero.
• Familiarity with Agile product development and cross‑functional collaboration.
• Strong project management skills, with a track record of delivering complex initiatives on time and within budget.
• Multilingual capabilities, especially in local South African languages, are a plus.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain high‑performing teams.
• Strategic Thinking – Translate customer needs into actionable business strategies.
• Analytical Mindset – Use data to diagnose problems, forecast trends, and measure success.
• Customer‑Centricity – Deep empathy for customers and a passion for delivering exceptional experiences.
• Collaboration – Work effectively with sales, product, engineering, and marketing to achieve shared goals.
• Adaptability – Thrive in a fast‑paced, evolving SaaS environment.
• Communication – Articulate complex ideas clearly to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Customer Success & Expansion Lead, you will have access to:

• Leadership development programs and mentorship from senior executives.
• Cross‑functional projects that broaden your skill set beyond customer success.
• Paid certifications in SaaS customer success, data analytics, and project management.
• Annual attendance at industry conferences such as the International Freight & Logistics Expo.
• Clear promotion pathways to Director of Customer Success, VP of Customer Experience, or Head of Customer Operations.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote work model is supported by:

• Weekly virtual town halls and team check‑ins.
• Digital collaboration tools (Slack, Microsoft Teams, Confluence).
• Flexible working hours to accommodate different time zones.
• Regular virtual social events and quarterly in‑person retreats.
• A commitment to mental health and well‑being through access to counseling services and wellness programs.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior SaaS roles in South Africa.
• Performance‑based bonuses tied to customer success metrics.
• Equity options to share in brighthush’s growth.
• Comprehensive health insurance covering medical, dental, and vision.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work‑from‑home stipend and ergonomic equipment support.

How to Apply

If you are a seasoned customer success leader with a passion for logistics technology and a proven track record of driving customer adoption and revenue growth, we want to hear from you. Join brighthush and help shape the future of global freight operations.

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