Senior Customer Success Partner – Operations Leadership & Account Management for Remote Global Supply Chain Automation at brighthush

About brighthush

brighthush is a trailblazer in integrated supply network automation, delivering cutting‑edge robotics and data‑driven solutions that transform warehouses and distribution centers worldwide. Founded in 2007, we have grown into a global technology powerhouse with a vibrant culture of innovation, collaboration, and customer obsession. Our mission is simple: empower businesses to achieve unprecedented operational excellence through intelligent automation and real‑time insights.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that thrives on solving complex challenges and driving tangible impact for our customers. We champion a culture of continuous learning, diversity, and work‑life balance—especially for our remote workforce. Whether you’re a seasoned operations leader or a customer success veteran, you’ll find opportunities to grow, lead, and shape the future of supply chain automation.

Role Overview

We are seeking a Senior Customer Success Partner – Operations Leadership to serve as the operational owner of our customer account partnerships. This remote, USA‑based role will be the primary liaison for our most strategic customers, ensuring seamless issue resolution, optimal fleet performance, and cross‑functional execution across all customer programs and the broader network.

Key Responsibilities

• Customer Escalation Champion: Act as the first point of contact for all customer escalations, quickly diagnosing operational needs, performance gaps, and priority actions.
• Site‑Level Issue Resolution: Own the end‑to‑end resolution of challenges related to spare‑parts availability, installations, maintenance, downtime events, and process breakdowns.
• Fleet & System Optimization: Partner with leadership and internal stakeholders to optimize bot allocation, enhance fleet visibility, and maximize system throughput across the network.
• Program Execution: Lead the execution of spares and warranty programs, maintenance strategies, and bot hardware retrofits, tracking progress and proactively removing roadblocks.
• Data‑Driven Insight Generation: Analyze individual and collective site performance data to identify trends, outliers, and opportunities for improvement.
• Actionable Recommendations: Translate performance findings into clear, actionable recommendations and drive cross‑functional teams toward corrective measures.
• Continuous Improvement Leadership: Champion internal initiatives to elevate overall system performance based on data‑driven insights.

Essential Qualifications

• Bachelor’s degree in Business, Operations, Engineering, or a related field (or equivalent experience).
• Minimum of 10 years of progressive experience in customer success, account management, operations, or a related customer‑facing function.
• Proven track record of managing complex, high‑impact customer relationships in a fast‑paced environment.
• Strong analytical acumen with the ability to interpret operational data, identify performance trends, and present actionable insights to stakeholders.
• Excellent communication and relationship‑management skills, capable of engaging credibly with customers and senior leaders across the organization.
• Demonstrated ability to influence stakeholders without direct authority, remove roadblocks, and juggle multiple priorities simultaneously.
• Experience in supply chain, robotics, logistics, fulfillment, warehouse automation, or large enterprise customer environments.

Preferred Qualifications

• Advanced degree (MBA, MS in Operations, etc.) or professional certifications (e.g., Six Sigma, PMP).
• Hands‑on experience with robotics or automation platforms and a deep understanding of their operational nuances.
• Prior experience leading cross‑functional teams in a global, distributed setting.
• Fluency in data visualization tools (Tableau, Power BI) and proficiency in SQL or similar data‑query languages.
• Experience with customer success metrics such as NPS, CSAT, and churn reduction strategies.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Problem Solving: Strong analytical mindset with a knack for turning complex data into clear, actionable solutions.
• Stakeholder Management: Skilled at building trust and influence across multiple levels of an organization.
• Project Management: Proven ability to lead initiatives from conception through execution, ensuring timely delivery.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and driving satisfaction.
• Adaptability: Comfortable navigating ambiguity and thriving in a rapidly evolving technology landscape.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear path for advancement. As a Senior Customer Success Partner, you will:

• Progress into leadership roles such as Director of Customer Success or Head of Operations.
• Lead strategic initiatives that shape the future of supply chain automation.
• Participate in cross‑functional leadership programs and mentorship opportunities.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere in the USA while staying connected to a global team of innovators. We foster:

• Collaborative teamwork through regular virtual huddles, brainstorming sessions, and cross‑departmental projects.
• Transparent communication channels that keep everyone aligned on goals and priorities.
• A culture of psychological safety where ideas are welcomed and experimentation is encouraged.
• Flexibility to balance professional growth with personal commitments.

Compensation & Benefits

While specific salary ranges vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses tied to customer success metrics.
• Comprehensive medical, dental, and vision coverage.
• Disability insurance and 401(k) retirement plan with company match.
• Paid time off (PTO) and flexible holiday scheduling.
• Reimbursement for business travel expenses in accordance with program guidelines.
• Eligibility for a corporate credit card based on role and travel needs.
• Remote work stipend to support home‑office setup.

How to Apply

If you are a results‑driven operations leader with a passion for customer success and a desire to shape the future of supply chain automation, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Join brighthush and help us deliver the next generation of intelligent logistics solutions.