Senior Customer Success Partner – Virtual Account Management & Relationship Excellence – Drive Growth, Retention, and Innovation for Global Beauty Retailers at brighthush

About brighthush

brighthush is a trailblazer in the professional beauty arena, delivering salon‑quality hair color, hair care, nail, and skin care products to retailers and salon professionals across more than a dozen countries. With a network of over 3,700 stores worldwide, brighthush has earned a reputation for relentless innovation, uncompromising quality, and a customer‑first mindset. Our mission is simple yet powerful: to inspire a more colorful, confident, and welcoming world by providing the best products and support to our partners.

Why brighthush is the Place to Grow Your Career

At brighthush, we’re more than a distributor – we’re a partner in your success. Our culture is built on collaboration, continuous learning, and a relentless commitment to excellence. As a remote team member, you’ll enjoy the flexibility of working from anywhere while being part of a fast‑moving, metrics‑driven organization that values your voice and rewards your impact. We celebrate diversity, encourage innovation, and recognize high performance with tangible rewards.

Role Overview

The Senior Customer Success Partner (CSP) is the primary virtual advocate for our assigned accounts. You’ll be the trusted point of contact for retailers and salon professionals, ensuring they receive timely, accurate support and proactive guidance that keeps them engaged, satisfied, and loyal to brighthush. By bridging the gap between our field sales teams and our customers, you’ll play a pivotal role in driving retention, upsell opportunities, and overall account health.

Key Responsibilities

• Serve as the main virtual point of contact for a portfolio of assigned accounts, managing all communication via phone, email, text, and virtual platforms.
• Build and nurture strong, long‑term relationships with retailers and salon professionals, becoming their go‑to resource for product knowledge, order support, and business growth.
• Process customer orders accurately and efficiently, resolving any order‑related issues and ensuring a seamless experience from order entry to delivery.
• Proactively communicate promotions, new product launches, educational opportunities, and business initiatives that align with each customer’s needs.
• Educate customers on brighthush programs, offers, and resources to maximize their business potential.
• Collaborate closely with field sales teams and leadership to ensure continuity of support and alignment on account strategies.
• Respond promptly to inquiries about products, pricing, inventory availability, and account requirements.
• Manage service recovery situations with empathy and professionalism, escalating issues when necessary to maintain customer satisfaction.
• Maintain accurate, up‑to‑date customer records and engagement activity within Salesforce, ensuring data integrity for reporting and forecasting.
• Monitor account trends, identify risks or opportunities, and proactively recommend actions to improve account health.

Essential Qualifications

• Minimum of 3 years of experience in customer service, inside sales, account management, or a related customer‑facing role.
• Demonstrated ability to manage multiple accounts and priorities simultaneously while maintaining high quality and accuracy.
• Strong communication and relationship‑building skills, with the ability to influence and negotiate effectively.
• Highly organized, detail‑oriented, and capable of following through on commitments in a fast‑paced environment.
• Proficiency with Microsoft Office, Salesforce, and order management systems.
• Comfortable working remotely, with reliable internet connectivity and a dedicated workspace.

Preferred Qualifications

• Experience in the beauty or retail industry, especially with professional salon products.
• Background supporting customers in a virtual or remote environment.
• Knowledge of beauty industry trends, product lines, and market dynamics.
• Experience with data analysis and reporting to drive account insights.

Core Skills & Competencies

• Customer Focus: Passion for delivering exceptional service and anticipating customer needs.
• Communication: Clear, concise, and persuasive communication across multiple channels.
• Relationship Management: Ability to build trust and long‑term partnerships.
• Problem Solving: Analytical mindset to diagnose issues and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with evolving priorities.
• Execution & Follow‑Through: Deliver on commitments and meet service‑level expectations.
• Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Organizational Agility: Manage time, tasks, and resources efficiently.

Success Metrics

As a CSP, your performance will be measured by:

• Retention rates across your account portfolio.
• Accuracy and timeliness of order processing.
• Achievement of service‑level targets for responsiveness and follow‑up.
• Proactive outreach cadence and engagement frequency.
• Customer participation in promotions, education, and new product launches.
• Identification and escalation of risks or opportunities in a timely manner.
• Quality of documentation and data entry in Salesforce.
• Collaboration effectiveness with field teams and cross‑functional partners.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a CSP, you’ll have the chance to:

• Advance to senior account management or regional leadership roles.
• Take on strategic projects that shape our customer experience strategy.
• Participate in ongoing training programs covering product knowledge, sales techniques, and leadership development.
• Earn certifications in Salesforce, customer success, or industry‑specific credentials.
• Engage with a global network of professionals, expanding your industry network and expertise.

Work Environment & Culture

Our remote work model empowers you to balance professional growth with personal life. You’ll be part of a collaborative, inclusive culture that celebrates diversity, encourages innovation, and rewards high performance. At brighthush, we value:

• Open communication and transparency across all levels.
• Continuous feedback and coaching to help you reach your full potential.
• Recognition of achievements through awards, spot bonuses, and public acknowledgment.
• Flexibility to work from any location, supported by the latest technology and tools.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for remote customer success roles.
• Performance‑based bonuses tied to retention, upsell, and customer satisfaction metrics.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible scheduling.
• Professional development budget and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Access to exclusive product discounts and industry events.

How to Apply

If you’re passionate about delivering outstanding customer experiences, thrive in a remote setting, and want to be part of a global leader in the beauty industry, we’d love to hear from you. Submit your resume and a brief cover letter highlighting your relevant experience and why you’re excited about the opportunity at brighthush.

Join brighthush today and help us paint a brighter future for our customers and partners worldwide!