Senior Customer Success Lead – Driving Growth, Retention, and Innovation for a Leading Circular Economy Platform

About brighthush

brighthush is at the forefront of the circular economy, redefining how the world’s largest producers, traders, and consumers manage raw material supply chains. By marrying a high‑volume B2B marketplace with an intuitive B2C experience, we empower businesses to streamline logistics, cut costs, and build resilient, sustainable operations. Our platform delivers real‑time data integration, predictive analytics, and end‑to‑end visibility, enabling customers to make smarter, faster decisions that drive profitability and environmental impact.

Why brighthush?

• Be part of a mission‑driven team that values integrity, collaboration, and long‑term thinking in everything from customer relationships to code.
• Help build the digital backbone of the circular economy, where secondary raw materials are becoming strategically critical.
• Own initiatives, shape customer experience, and influence product direction in a fast‑growing company that blends startup energy with partnerships across major industry players worldwide.
• Enjoy the freedom to lead, innovate, and grow—both personally and professionally—while making a tangible impact on the planet.

The Role

As the Senior Customer Success Lead at brighthush, you will own the entire customer success lifecycle for our flagship platform. You will blend deep commodity‑chain expertise with visionary leadership to build and scale a high‑performing Customer Success Management (CSM) team. Your day‑to‑day will oscillate between hands‑on account management—running go‑live sessions, troubleshooting integrations, and driving adoption—and strategic leadership—coaching your team, refining processes, and advocating for customer needs across Product, Engineering, Sales, and Executive leadership.

Key Responsibilities

• Team Leadership & Development – Recruit, coach, and mentor a small but ambitious CSM squad. Set clear performance expectations, deliver regular feedback, and create a culture of continuous improvement and career growth.
• Strategic Account Ownership – Personally manage our most complex, high‑value accounts from onboarding through renewal and expansion. Own the health score, retention metrics, and expansion pipeline for each account.
• Process & Playbook Design – Build, document, and iterate on end‑to‑end playbooks covering onboarding, data migration, health monitoring, quarterly business reviews (QBRs), renewals, and escalations. Ensure these playbooks are scalable, repeatable, and aligned with best practices across the brighthush ecosystem.
• Voice of the Customer – Synthesize cross‑account feedback into actionable insights. Translate technical and commercial pain points into clear, data‑driven stories that influence Product and Engineering roadmaps.
• Pre‑Sales & Expansion Collaboration – Partner with Sales on pre‑sales scoping, handover, and expansion opportunities. Ensure that the solutions we sell can be delivered, adopted, and scaled, even though this is not a quota‑carrying role.
• Cross‑Functional Alignment – Work closely with counterparts across brighthush’s product lines to share best practices, align processes, and ensure a seamless customer experience across all platforms.
• Reporting & Analytics – Own the reporting framework for customer health, retention, and expansion. Present clear, commercially grounded metrics to senior leadership, driving data‑driven decision making.

Essential Qualifications

• Proven experience in the recycled materials, metals, or broader commodities trade—understanding sourcing, grading, shipping, and documentation. If your background is adjacent, you must demonstrate a rapid learning curve and a passion for the circular economy.
• Track record of leading, mentoring, or coaching teams—formal or informal—evidenced by measurable performance improvements.
• Strong leadership qualities: sound judgment under pressure, clear prioritization, ownership, constructive feedback, and credibility with both internal stakeholders and customers.
• Demonstrated success managing complex, multi‑stakeholder accounts and software implementations, with measurable outcomes in adoption, retention, or expansion.
• Fluent in English; proficiency in French is a plus given our French‑speaking customer base.
• Comfortable with technical topics: data setup, document workflows, data imports, integrations, and reporting. Experience with SQL or BI tools is a plus.
• Commercial mindset: ability to understand customer P&L, margins, logistics costs, and price risk, and to articulate how the platform adds value.
• Process‑oriented yet agile—introduce structure that scales without becoming bureaucratic.
• Self‑starter who thrives in ambiguity and enjoys building new systems rather than merely maintaining them.

Preferred Qualifications

• Experience in SaaS customer success at a high‑growth tech company.
• Background in data analytics or product management, providing a holistic view of the customer journey.
• Knowledge of sustainability metrics and circular economy frameworks.
• Previous exposure to international, multi‑regional teams and customers.

Skills & Competencies

• Exceptional communication—both written and verbal—across all levels.
• Strategic thinking with a tactical execution mindset.
• Analytical rigor: ability to dissect metrics, identify trends, and recommend actions.
• Empathy and customer‑centricity: deep understanding of customer pain points and the drive to solve them.
• Adaptability: thrive in a fast‑moving, evolving environment.
• Collaboration: work seamlessly with Product, Engineering, Sales, and Leadership.

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is as dynamic as the markets we serve. As Senior Customer Success Lead, you will:

• Progress to a Director or VP of Customer Success role, overseeing a global team and shaping company‑wide CS strategy.
• Lead cross‑functional initiatives that influence product development, go‑to‑market strategy, and operational excellence.
• Participate in executive leadership meetings, providing customer insights that drive business decisions.
• Access to continuous learning—internal workshops, industry conferences, and a generous budget for certifications and courses.
• Mentorship from seasoned leaders in technology, operations, and sustainability.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Integrity, Collaboration, and Innovation. We celebrate transparency, encourage open dialogue, and reward bold ideas that push the industry forward. As a remote‑first organization, we provide flexible work arrangements, a robust digital collaboration ecosystem, and a supportive community that spans across Europe and beyond.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonus tied to customer health, retention, and expansion metrics.
• Equity or stock‑option plan, giving you a stake in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to industry events.
• Wellness programs, including virtual fitness classes and mental health resources.
• Flexible work hours and remote work options.

How to Apply

If you are passionate about driving customer success in the circular economy, thrive in a fast‑paced environment, and want to lead a team that shapes the future of sustainable supply chains, we want to hear from you. Submit your application through our careers portal or email your resume and cover letter to [email protected]. Let’s build a brighter, more sustainable future together.