Senior Customer Success Manager – Global Remote Leadership for E‑Commerce Excellence at brighthush

About brighthush

brighthush is a trailblazing e‑commerce powerhouse that redefines the specialty coffee experience. With a global footprint that spans continents and a product line that ranges from state‑of‑the‑art espresso machines to artisanal accessories, we are committed to delivering premium coffee equipment and exceptional service to coffee lovers worldwide. Our mission is simple: to empower every customer with the tools and knowledge they need to brew perfection, while fostering a culture of innovation, collaboration, and relentless customer focus.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑growing team that thrives on creativity and results. We champion a remote‑first philosophy, giving you the flexibility to work from anywhere while staying connected to a vibrant, globally distributed community. Your impact will be felt across the entire customer journey—from onboarding to post‑sale support—shaping the experience that keeps our customers coming back.

Role Overview

We’re looking for a seasoned Customer Success Manager who can lead, inspire, and scale our global customer experience function. In this strategic role, you’ll own the end‑to‑end customer lifecycle, drive satisfaction and loyalty, and collaborate cross‑functionally to elevate operational excellence. If you’re passionate about coffee, data‑driven decision making, and building high‑performing teams, we want to hear from you.

Key Responsibilities

• Customer Success Leadership
  • Own the entire customer experience, from first touch to renewal, ensuring seamless, delightful interactions.
  • Define, implement, and continuously refine scalable customer success strategies that align with brighthush’s growth objectives.
  • Establish and monitor KPIs (NPS, CSAT, churn, upsell rates) and translate insights into actionable plans.
  • Build, mentor, and lead a high‑performing team comprising support specialists, aftersales coordinators, and service managers.
• Sales Enablement & Channel Coordination
  • Partner with the sales team to embed a consultative approach in client communications across email, SMS, and social media.
  • Oversee accurate, timely quote and invoice generation using Shopify, QuickBooks, and integrated tools.
  • Coordinate with marketing and sales to support third‑party and social commerce channels, ensuring consistent brand messaging.
• Post‑Sales Operations & Aftersales Support
  • Lead client onboarding, including equipment setup and coordination with technical service partners.
  • Serve as the primary point of contact for product usage queries, service requests, and ongoing support.
  • Facilitate accessory, filter, and parts orders, sourcing specialty items not available online.
• Shipping, Damage, and Returns Management
  • Drive customer communication around logistics, damages, and return claims, ensuring transparency and empathy.
  • Collaborate with logistics teams to expedite resolutions and optimize return processes.
• Process Improvement
  • Identify recurring operational pain points and champion automation or process streamlining initiatives.
  • Work cross‑functionally to implement improvements that boost internal efficiency and enhance the client experience.

Essential Qualifications

• Minimum 5 years of client‑facing operations or customer success experience, with at least 2 years in a leadership role.
• Proven track record in e‑commerce operations, particularly with Shopify and QuickBooks.
• Exceptional written and verbal communication skills, capable of articulating complex concepts to diverse audiences.
• Strong analytical mindset, adept at interpreting data to drive decisions and solve problems.
• Attention to detail and a passion for delivering flawless customer experiences.
• Experience in the specialty coffee or related equipment industry is highly desirable.

Preferred Qualifications

• Experience managing remote, distributed teams across multiple time zones.
• Familiarity with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Knowledge of logistics and supply chain operations within an e‑commerce context.
• Background in product training or technical support for high‑end equipment.

Core Skills & Competencies

• Leadership & Team Development
• Customer Journey Mapping
• Data Analysis & KPI Management
• Process Design & Continuous Improvement
• Cross‑Functional Collaboration
• Conflict Resolution & Empathy
• Technical Proficiency (Shopify, QuickBooks, CRM tools)
• Adaptability & Resilience in a fast‑paced environment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product line. As a senior leader, you’ll have the chance to:

• Shape the future of our customer success strategy and influence company‑wide initiatives.
• Mentor and develop a high‑impact team, fostering a culture of continuous learning and innovation.
• Collaborate with executive leadership on product roadmap, marketing, and sales strategy.
• Participate in industry conferences, coffee tastings, and technical workshops to stay ahead of market trends.
• Benefit from a structured professional development program, including leadership training, certifications, and tuition reimbursement.

Work Environment & Culture

Our remote‑first model means you can work from anywhere while staying connected to a global community of passionate professionals. We celebrate diversity, encourage open communication, and reward creativity. At brighthush, you’ll find:

• Weekly virtual town halls and cross‑departmental “innovation labs.”
• Flexible work hours that respect work‑life balance.
• A culture that values coffee as both a product and a shared experience—think monthly virtual coffee tastings and in‑office brewing stations for those who work locally.
• Access to cutting‑edge tools and a collaborative tech stack that empowers you to deliver world‑class service.

Compensation, Perks & Benefits

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

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to customer satisfaction, retention, and growth metrics.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Equity or stock‑option plans to share in brighthush’s success.
• Professional development stipend and access to industry events.
• Monthly coffee stipend and free access to our product line for personal use.

How to Apply

Ready to lead the customer experience for a global coffee equipment leader? Submit your resume in English, along with a brief cover letter outlining why you’re the perfect fit for this role. We’re excited to hear how your passion for coffee and customer success can help us elevate every brew.

Apply Now –