Senior Customer Success Partner – Strategic Account Leadership & Operations Excellence

About brighthush

brighthush is a trailblazing automation technology leader that is redefining the future of supply chain operations. Leveraging an AI‑powered robotic platform and cutting‑edge software, we transform warehouses into high‑density, end‑to‑end ecosystems that deliver unmatched speed, accuracy, and flexibility. Our solutions empower the world’s largest retailers, wholesalers, and food & beverage companies to move goods with unprecedented efficiency, turning logistics into a strategic competitive advantage.

At brighthush, we celebrate curiosity, collaboration, and bold innovation. We believe that diverse perspectives fuel smarter solutions, and we are committed to building an inclusive environment where every voice is heard. Whether you’re a seasoned industry veteran or a rising star, you’ll find a community of pioneers who are passionate about shaping the next generation of commerce.

Why This Role Matters

The Customer Success Partner – Leader is a pivotal role that bridges the gap between our clients’ operational ambitions and the technical excellence of brighthush’s platform. As a trusted advisor to senior executives, you will own the end‑to‑end partnership experience, ensuring that every deployment delivers measurable business outcomes. Your influence will shape how our customers navigate complex supply‑chain challenges, and your insights will drive continuous improvement across the entire network.

Key Responsibilities

• Client Relationship Stewardship – Serve as the primary point of contact for all strategic accounts, building deep, consultative relationships with senior managers, directors, and VPs.
• Issue Resolution & Escalation Management – Own day‑to‑day problem resolution, from spare‑parts availability to system downtime, ensuring rapid, transparent communication and timely fixes.
• Operational Excellence Champion – Analyze site‑level performance data to uncover trends, outliers, and improvement opportunities; translate findings into actionable recommendations.
• Cross‑Functional Leadership – Partner with engineering, product, and support teams to optimize bot allocation, fleet visibility, and throughput across the network.
• Program Execution & Governance – Lead the execution of spares, warranty, and maintenance programs; track progress, remove roadblocks, and maintain rigorous documentation.
• Strategic Insight & Forecasting – Provide data‑driven insights to senior leadership, influencing product roadmap and service enhancements.
• Stakeholder Influence – Navigate complex organizational structures to secure resources and alignment, even without direct authority.
• Continuous Improvement Advocacy – Champion a culture of continuous improvement, encouraging teams to adopt best practices and leverage analytics for performance gains.

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 large, complex accounts and driving operational excellence in a fast‑paced environment.
• Strong analytical acumen: ability to interpret operational data, identify trends, and present actionable insights.
• Exceptional communication and relationship‑management skills, with a demonstrated ability to influence senior leaders across multiple functions.
• Experience in supply chain, robotics, logistics, fulfillment, or warehouse automation is highly desirable.
• Comfortable with travel (up to 40%) and the flexibility to drive or fly to client sites and headquarters.

Preferred Qualifications

• Advanced degree (MBA, MS) or professional certifications (e.g., Six Sigma, PMP) that demonstrate a commitment to operational excellence.
• Hands‑on experience with AI‑driven robotic platforms or high‑density storage solutions.
• Prior exposure to enterprise‑level customer environments, especially in retail or food & beverage sectors.
• Experience managing cross‑functional teams and leading change initiatives.
• Proficiency in data visualization tools (Tableau, Power BI) and advanced Excel skills.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making – Translate complex data sets into clear, actionable insights.
• Influence & Negotiation – Persuade stakeholders and secure resources without direct authority.
• Customer‑Centric Mindset – Prioritize client outcomes and advocate for their success.
• Adaptability & Resilience – Thrive in a dynamic environment with shifting priorities.
• Collaboration & Team Leadership – Foster cross‑functional teamwork and mentor junior colleagues.
• Technical Fluency – Understand robotic systems, software integrations, and supply‑chain analytics.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our technology. As a Customer Success Partner – Leader, you will:

• Progress to senior leadership roles such as Director of Customer Success or VP of Strategic Accounts.
• Gain exposure to product strategy, engineering, and executive decision‑making.
• Participate in global initiatives, shaping the future of warehouse automation.
• Access continuous learning programs, including leadership development, technical certifications, and industry conferences.
• Benefit from a mentorship culture that pairs you with seasoned leaders across the organization.

Work Environment & Culture

brighthush blends the flexibility of remote work with the collaborative energy of in‑person collaboration. Our hybrid model allows you to work from home while traveling to client sites and headquarters as needed. We value work‑life balance, offering:

• Competitive base salary ($147,000 – $215,600) commensurate with experience.
• Comprehensive benefits package: medical, dental, vision, disability, 401(k) with company match, and paid time off.
• Performance‑based bonuses and equity opportunities.
• Wellness programs, mental health resources, and employee assistance programs.
• Flexible travel arrangements and a corporate credit card for business expenses.
• Inclusive culture that celebrates diversity, equity, and belonging.

Travel & Logistics

Up to 40% travel is expected. You will need a valid driver’s license and the ability to drive or fly to client locations and our headquarters. During onboarding, you may use a personal credit card for travel expenses, which will be reimbursed in accordance with our travel policy. Eligible employees may receive a corporate credit card based on role and travel requirements.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, ethnicity, religion, gender, sexual orientation, age, disability, or any other protected characteristic.

Ready to Join brighthush?

If you are a strategic thinker, a data‑driven problem solver, and a passionate advocate for customer success, we invite you to bring your expertise to brighthush. This is your chance to shape the future of supply chain automation, collaborate with world‑class teams, and drive transformative outcomes for our most important clients.

Apply today and become a key partner in redefining how the world moves goods.