Senior Customer Success Manager – Remote, Driving Growth & Retention for brighthush’s Innovative SaaS Logistics Platform

About brighthush

brighthush is a trailblazing, venture‑backed SaaS company that is redefining the global logistics and supply chain landscape. Our cloud‑native platform is engineered exclusively for freight forwarders, 3PLs, and logistics providers, empowering them to orchestrate shipments, streamline operations, and unlock new levels of financial performance—all within a single, intuitive system. With a mission to accelerate the digital transformation of freight forwarding, brighthush has already partnered with dozens of mid‑market to enterprise customers, delivering measurable ROI and driving industry‑wide innovation.

As we expand our footprint and deepen our impact, we’re looking for a seasoned Senior Customer Success Manager to join our remote team. In this role, you will be the trusted advisor to our most valuable clients, ensuring they achieve their business objectives while driving adoption, retention, and expansion of our platform. If you thrive in a fast‑moving, data‑driven environment and love turning complex logistics challenges into actionable solutions, brighthush is the place for you.

Key Responsibilities

In this role, you will own a portfolio of mid‑market to enterprise customers and be the single point of contact for all aspects of their success journey. Your day‑to‑day activities will include:

• Customer Success Planning: Design and execute customized success plans that align with each client’s strategic goals, ensuring clear milestones and measurable outcomes.
• Onboarding & Implementation: Lead the seamless onboarding of new customers, coordinating cross‑functional teams to deliver a frictionless implementation experience that accelerates time‑to‑value.
• Quarterly Business Reviews (QBRs): Conduct data‑rich QBRs that showcase ROI, highlight adoption trends, and surface growth opportunities, positioning brighthush as a strategic partner.
• Health Monitoring & Risk Mitigation: Track key SaaS metrics—churn, Net Revenue Retention (NRR), adoption rates, and usage patterns—to proactively identify and address churn risk.
• Upsell & Cross‑Sell Collaboration: Partner with Sales to uncover upsell and cross‑sell opportunities, crafting compelling business cases that demonstrate value and drive revenue growth.
• Product Advocacy: Serve as the voice of the customer for Product and Engineering, translating frontline insights into product enhancements and roadmap priorities.
• Training & Enablement: Deliver ongoing training, workshops, and enablement materials that empower customers to fully leverage platform capabilities and best practices in freight forwarding and logistics operations.
• Relationship Management: Build and nurture long‑term relationships with key stakeholders, fostering trust and ensuring a high level of customer satisfaction.
• Data‑Driven Insights: Leverage CRM and customer success tools (Salesforce, Gainsight, HubSpot) to generate actionable insights, create dashboards, and report on performance metrics.

Essential Qualifications

To excel in this role, you should bring a proven track record and the following core qualifications:

• Experience: Minimum of 5 years in Customer Success, Account Management, or Client Services within a SaaS environment, with a focus on mid‑market to enterprise accounts.
• Industry Knowledge: Strong familiarity with logistics, supply chain, or freight forwarding customers is highly preferred, as it enables you to speak the language of our clients and anticipate their needs.
• Retention & Expansion: Demonstrated success in managing enterprise accounts, driving high retention rates, and achieving expansion targets (NRR > 120%).
• SaaS Metrics Proficiency: Deep understanding of SaaS KPIs—churn, NRR, adoption, usage velocity—and the ability to translate them into actionable strategies.
• Communication: Exceptional written and verbal communication skills, with the ability to articulate complex workflows and solutions to both technical and non‑technical audiences.
• Organizational Skills: Highly organized, capable of managing multiple accounts simultaneously while maintaining meticulous attention to detail.
• Tools & Technology: Proficient with CRM and customer success platforms such as Salesforce, Gainsight, and HubSpot; comfortable navigating data dashboards and generating reports.

Preferred Qualifications

While not mandatory, the following qualifications will set you apart:

• Experience in a fast‑growing, venture‑backed SaaS company with a focus on logistics or supply chain technology.
• Background in freight forwarding operations, including knowledge of shipment tracking, customs compliance, and freight cost optimization.
• Hands‑on experience with data analytics tools (e.g., Tableau, Power BI) to visualize customer health and adoption trends.
• Track record of leading cross‑functional initiatives that result in measurable business outcomes.
• Fluency in multiple languages, especially those relevant to global logistics markets.

Skills & Competencies

Success at brighthush requires a blend of technical acumen, strategic thinking, and interpersonal finesse. Key competencies include:

• Strategic Account Management: Ability to develop long‑term account strategies that align with client objectives and brighthush’s growth goals.
• Problem‑Solving: Strong analytical mindset to diagnose issues, propose solutions, and implement corrective actions swiftly.
• Customer Advocacy: Passion for championing the customer’s voice within the organization and influencing product direction.
• Collaboration: Proven ability to work effectively with Sales, Product, Engineering, and Marketing teams to deliver a cohesive customer experience.
• Adaptability: Comfortable navigating ambiguity in a rapidly evolving startup environment and adjusting priorities as needed.
• Leadership: Demonstrated leadership in guiding cross‑functional projects, mentoring junior team members, and driving results.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of logistics technology, positioning you as a thought leader in the industry.
• Collaborate with senior executives and product leaders, gaining exposure to strategic decision‑making and product vision.
• Participate in continuous learning programs, including industry conferences, certification courses, and internal knowledge‑sharing sessions.
• Advance into leadership roles such as Director of Customer Success or Head of Client Experience, with clear career pathways and mentorship.

Work Environment & Culture at brighthush

brighthush thrives on a culture of innovation, transparency, and servant leadership. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep the entire organization aligned and informed.
• Open communication channels—Slack, Teams, and regular video check‑ins—to foster collaboration across time zones.
• A flat hierarchy that encourages initiative, experimentation, and rapid iteration.
• Commitment to work‑life balance, with flexible hours and generous paid time off.
• Community engagement initiatives, including volunteer days and partnership with local nonprofits, reflecting our dedication to servant leadership.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer retention, expansion, and overall company growth.
• Equity options that allow you to share in the long‑term success of the company.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and retirement savings options.
• Unlimited paid time off and flexible working arrangements.
• Professional development budget and access to industry conferences.

How to Apply

If you are ready to take your customer success career to the next level and help shape the future of logistics technology, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Senior Customer Success Manager role. Join us in driving transformative change for freight forwarders worldwide.