Senior Customer Success Partner – Virtual Account Management & Engagement Specialist – Global Beauty Retail & Salon Success Champion – Driving Growth, Loyalty, and Innovation at brighthush

About brighthush

brighthush is more than a beauty brand; it’s a global movement that redefines how professionals and consumers experience hair, skin, and nail care. With a presence in over a dozen countries and a catalog of more than 10,000 premium products, brighthush empowers beauty experts to unleash creativity, confidence, and self‑expression. Our mission is simple yet powerful: to inspire a more colorful, confident, and welcoming world—one product, one partnership, and one customer experience at a time. By blending science, artistry, and technology, we deliver solutions that elevate every touchpoint in the beauty journey, from the first brush stroke to the final flourish.

Why This Role Matters

In an era where in‑person support is increasingly digital, the Senior Customer Success Partner (CSP) becomes the linchpin of our customer experience strategy. You will be the primary virtual touchpoint for a portfolio of salon owners, retail managers, and independent consultants, translating brighthush’s brand promise into tangible value. By delivering proactive communication, seamless order support, and continuous relationship management, you will directly influence customer retention, satisfaction, and overall account health. Your work will shape the future of how beauty professionals experience our brand and drive the growth of our global retail network.

Key Responsibilities

• Virtual Account Stewardship: Serve as the go‑to point of contact for all assigned accounts, ensuring consistent, high‑quality interactions across phone, email, text, and virtual platforms.
• Relationship Building: Cultivate deep, trust‑based relationships with salon owners, retail managers, and independent consultants, positioning brighthush as their preferred partner.
• Order Management Excellence: Process orders accurately and efficiently, troubleshoot order‑related issues, and coordinate with logistics to guarantee on‑time delivery.
• Proactive Engagement: Communicate promotions, new product launches, educational resources, and business initiatives before customers need to ask.
• Program Advocacy: Promote brighthush’s loyalty programs, training modules, and marketing tools, driving adoption and maximizing value for each client.
• Cross‑Functional Collaboration: Partner closely with field sales, marketing, product, and operations teams to ensure seamless support and continuous improvement.
• Issue Resolution & Escalation: Handle service recovery situations with empathy and efficiency, escalating complex issues to the appropriate stakeholders when necessary.
• Data Integrity: Maintain meticulous records of all customer interactions, order histories, and engagement activities within Salesforce.
• Account Health Monitoring: Analyze account trends, identify risks or opportunities, and recommend proactive actions to enhance satisfaction and loyalty.
• Strategic Insight Development: Translate data into actionable insights that inform product development, marketing campaigns, and sales strategies.
• Continuous Process Improvement: Identify bottlenecks in the customer journey and collaborate with cross‑functional teams to implement streamlined solutions.
• Thought Leadership: Represent brighthush at industry events, webinars, and community forums, sharing best practices and gathering feedback.

Essential Qualifications

• Minimum of 3 years in customer service, inside sales, account management, or a related customer‑facing role.
• Proven ability to manage multiple accounts simultaneously while maintaining a high level of organization and follow‑through.
• Exceptional written and verbal communication skills, with a knack for building rapport across diverse audiences.
• Strong analytical mindset: comfortable interpreting data, spotting trends, and translating insights into actionable strategies.
• Experience with Salesforce, Microsoft Office Suite, and order management systems.
• Comfortable working in a fast‑paced, metrics‑driven environment where agility and adaptability are key.
• Beauty industry experience is highly preferred, but not mandatory; a passion for the industry and a willingness to learn quickly will be rewarded.
• Prior experience supporting customers in a virtual or remote setting is a significant advantage.

Preferred Qualifications & Skills

• Background in the beauty or retail sector, with familiarity of salon‑level products and retail dynamics.
• Experience managing loyalty programs, educational initiatives, or marketing campaigns.
• Advanced proficiency in data visualization tools (e.g., Tableau, Power BI) to present account insights.
• Multilingual capabilities, especially in Spanish or French, to serve our international client base.
• Knowledge of e‑commerce platforms and digital marketing fundamentals.
• Experience with CRM automation and workflow optimization.
• Strong project management skills, with a track record of delivering initiatives on time and within budget.

Core Competencies & Attributes

• Customer Focus: Always put the client’s needs first, anticipating challenges before they arise.
• Communication: Articulate ideas clearly, listen actively, and tailor messaging to each stakeholder.
• Relationship Management: Build long‑term partnerships that translate into mutual growth.
• Problem Solving: Approach obstacles with creativity and a solutions‑oriented mindset.
• Adaptability: Thrive in a dynamic environment, pivoting priorities as market demands shift.
• Execution & Follow‑Through: Deliver on commitments, ensuring nothing falls through the cracks.
• Collaboration: Work seamlessly with cross‑functional teams to achieve shared objectives.
• Organizational Agility: Manage competing demands with precision and efficiency.
• Strategic Thinking: Align day‑to‑day actions with long‑term business goals.
• Data‑Driven Decision Making: Use metrics and analytics to guide strategy and measure success.

Success Metrics

• Maintain high customer retention rates across the assigned portfolio.
• Deliver orders accurately and on time, meeting or exceeding service‑level agreements.
• Achieve responsiveness targets for all inbound and outbound communications.
• Consistently engage customers with a proactive outreach cadence.
• Drive increased participation in promotions, educational programs, and new product launches.
• Identify and mitigate account risks, escalating issues in a timely manner.
• Keep Salesforce and other systems fully updated with accurate, actionable data.
• Partner effectively with field and cross‑functional teams to create a seamless customer journey.
• Contribute to quarterly business reviews with actionable insights and recommendations.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Customer Success Partner, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, sales techniques, and customer engagement best practices.
• Mentorship from senior leaders in Customer Success, Sales, and Product Development.
• Clear career pathways: from CSP to Senior CSP, Customer Success Manager, or even leadership roles in Sales or Operations.
• Cross‑departmental projects that allow you to broaden your skill set and influence company strategy.
• Regular performance reviews and goal‑setting sessions to align your growth with brighthush’s vision.
• Access to industry conferences, webinars, and certification programs to stay ahead of beauty trends.
• Opportunities to lead new initiatives, such as launching a regional loyalty program or spearheading a digital marketing campaign.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative team. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team gatherings, knowledge‑sharing sessions, and social events.
• Access to cutting‑edge collaboration tools (Slack, Teams, Zoom) that keep communication fluid.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Commitment to diversity, equity, and inclusion—ensuring every voice is heard and valued.
• Employee resource groups that celebrate cultural diversity and foster community.
• Encouragement to bring your authentic self to work, with initiatives that support mental and physical well‑being.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary complemented by performance‑based incentives. In addition, you’ll receive:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off and holidays.
• Professional development budget for courses, certifications, and conferences.
• Employee discount program on brighthush products.
• Wellness initiatives, including virtual fitness classes and mental health resources.
• Annual bonus potential tied to individual and company performance.
• Flexible spending accounts and commuter benefits.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to be part of a brand that’s reshaping the beauty industry, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Customer Success Partner role at brighthush.

Join brighthush today and help us continue to inspire confidence, creativity, and connection across the globe.