Senior Customer Success Manager – Global Freight Forwarding & Logistics Solutions – Driving Adoption, Retention, and Revenue Growth at brighthush

About brighthush

brighthush is a trailblazer in the logistics technology arena, turning intricate supply‑chain puzzles into streamlined, data‑driven opportunities. With a cloud‑native platform that serves more than 26,000 customers across every continent, we empower manufacturers, retailers, freight forwarders, and transportation providers to accelerate operations, enhance end‑to‑end visibility, and stay ahead of ever‑evolving regulatory landscapes. Our mission is simple yet powerful: unite people and technology to move the world more efficiently, securely, and sustainably.

We invest heavily in innovation, ensuring that our platform remains at the cutting edge of logistics technology. Our culture is built on transparency, excellence, accountability, and a relentless focus on metrics—values that guide every decision we make and every customer interaction we deliver.

Role Overview

We’re looking for a dynamic Senior Customer Success Manager to own the success and growth of our freight forwarding customers. In this role, you will be the primary advocate for our clients, ensuring they realize measurable value from the brighthush platform. You’ll blend industry expertise, trusted customer relationships, and commercial acumen to drive adoption, retention, and account expansion across a diverse portfolio of global freight forwarders.

As a key member of our Customer Success team, you will collaborate closely with Sales, Product, Support, and Implementation to create a seamless experience for our customers. Your influence will shape product roadmaps, inform go‑to‑market strategies, and directly impact the growth trajectory of brighthush.

Key Responsibilities

• Customer Advocacy – Serve as the voice of the customer within brighthush, translating their needs into actionable insights for product and engineering teams.
• Relationship Building – Develop and nurture trusted relationships with operational, management, and executive stakeholders across your portfolio, ensuring alignment with business objectives.
• Account Growth – Identify and close upsell and cross‑sell opportunities that align with customer needs, driving revenue expansion while maintaining high satisfaction.
• Retention & Renewal Management – Proactively monitor customer health, mitigate risks, and secure renewals through strategic engagement and value demonstration.
• Product Adoption & Engagement – Champion best practices, conduct training sessions, and create adoption roadmaps that accelerate platform utilization and ROI.
• Quarterly Business Reviews (QBRs) – Lead effective QBRs, presenting data‑driven insights, strategic recommendations, and clear success plans that reinforce partnership value.
• Data‑Driven Decision Making – Leverage customer and commercial data to identify trends, forecast risks, and uncover growth opportunities.
• Thought Leadership – Become a subject‑matter expert in freight forwarding and logistics, staying current on industry trends, regulations, and emerging technologies.
• Cross‑Functional Collaboration – Partner with Sales, Product, Support, and Implementation to ensure a cohesive customer journey from onboarding to expansion.
• Continuous Improvement – Contribute to the evolution of customer success processes, tools, and best practices, driving operational excellence across the team.

Success Metrics

Success in this role will be measured by:

• Retention rate and renewal revenue for your portfolio.
• Customer Net Promoter Score (NPS) and satisfaction scores.
• Product adoption metrics (e.g., feature usage, active sessions).
• Revenue growth from upsell and cross‑sell initiatives.
• Timeliness and quality of QBR deliverables.
• Customer health score improvements.

Essential Qualifications

• Minimum of 3 years’ experience in Customer Success, Account Management, or a similar customer‑facing role within the logistics, freight forwarding, or supply‑chain technology space.
• Proven track record of retaining and growing customer accounts, including successful renewals and expansion.
• Strong commercial and consultative selling skills, with the ability to influence stakeholders at all levels—from operational users to C‑suite executives.
• Excellent communication, presentation, and storytelling abilities, capable of translating complex data into actionable insights.
• High level of self‑motivation, accountability, and a results‑driven mindset.
• Proficiency in using CRM and customer success platforms (e.g., brighthush).
• Strong analytical skills, comfortable working with data to identify risks and opportunities.

Preferred Qualifications

• Experience with SaaS logistics or freight forwarding technology platforms.
• Deep knowledge of freight forwarding processes, customs, and regulatory compliance.
• Background in data analytics or business intelligence.
• Experience leading or mentoring junior team members.
• Multilingual capabilities, especially in languages relevant to global freight markets.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences.
• Problem‑Solving – Creative and analytical approach to overcoming obstacles.
• Collaboration – Works effectively across cross‑functional teams.
• Adaptability – Thrives in a fast‑paced, evolving environment.
• Data Literacy – Comfortable interpreting metrics and dashboards.
• Influence & Persuasion – Persuasive communicator who can drive consensus.

Culture & Values

At brighthush, we celebrate a culture rooted in:

• Transparency – Open communication and shared information build trust across teams.
• Excellence & Expertise – We set a high bar for quality and continuously refine our skills.
• Accountability – Ownership of outcomes, follow‑through on commitments, and responsibility for results.
• Metrics‑Driven Decision Making – Data and experimentation guide our actions and measure impact.

We also value curiosity, coachability, and the ability to quickly grasp complex systems—qualities that help you thrive in a dynamic, innovative environment.

Career Growth & Learning Opportunities

As brighthush expands, you’ll have the chance to:

• Lead high‑impact initiatives that shape the future of logistics technology.
• Mentor junior Customer Success professionals and influence team culture.
• Move into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in cross‑functional projects that span Product, Engineering, and Sales.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible work arrangements, including remote and hybrid options.
• Generous paid time off and a focus on work‑life balance.
• Professional development budget and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.

Why Join brighthush?

By joining brighthush, you’ll be part of a mission‑driven organization that is transforming freight forwarding and logistics worldwide. You’ll:

• Own meaningful customer relationships and directly influence their success.
• Work alongside passionate, innovative teammates who value transparency and excellence.
• Drive measurable impact on revenue, customer satisfaction, and platform adoption.
• Benefit from a culture that rewards initiative, accountability, and data‑driven results.
• Contribute to sustainability efforts—our platform helps customers reduce fuel consumption and carbon emissions, making a tangible difference in the world.

How to Apply

If you’re ready to take the next step in your career and help shape the future of logistics technology, we encourage you to apply. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to learning how your experience and passion align with brighthush’s mission.

We are an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other protected status.

Thank you for considering a career with brighthush. We can’t wait to explore the possibilities together.