Senior Customer Success Team Lead – Global Client Satisfaction, Retention & Advocacy Champion at brighthush

About brighthush

brighthush is more than a wellness brand; it’s a movement dedicated to transforming everyday health habits into lifelong well‑being. From a modest startup founded by a handful of passionate visionaries, we have evolved into a vibrant, fully remote organization of over 350 talented professionals. Our portfolio spans a diverse range of science‑backed products that empower people worldwide to live healthier, happier lives. At the heart of brighthush lies a simple yet profound mission: to make a measurable difference in the lives of millions by delivering personalized experiences, cutting‑edge science, and unwavering customer support.

Why brighthush is the Place to Grow Your Career

We believe that the best work happens when people feel valued, challenged, and inspired. Our remote‑first culture allows you to thrive from anywhere in the world while collaborating with a diverse, high‑energy team that shares a common purpose. We champion open‑mindedness, adaptability, and continuous learning—qualities that are essential in our fast‑paced, ever‑evolving industry. Whether you’re an intern or a seasoned leader, brighthush offers a clear path to advancement, backed by mentorship, training, and a culture that rewards excellence.

Role Overview

As the Senior Customer Success Team Lead at brighthush, you will be the linchpin that ensures our customers receive world‑class support and that our team operates at peak performance. You’ll lead a dynamic, remote customer success squad, driving retention, satisfaction, and advocacy across our global customer base. Your influence will shape the customer journey, elevate team capabilities, and directly impact the growth trajectory of brighthush.

Key Responsibilities

• Team Leadership & Operations: Oversee daily operations of the customer success team, ensuring service standards are met and exceeded. Set clear expectations, monitor performance, and foster a culture of accountability.
• Performance Coaching & Development: Conduct regular one‑on‑one coaching sessions to elevate agent skills, foster professional growth, and maintain high engagement. Identify skill gaps and create personalized development plans.
• Attendance & Coverage Management: Monitor team attendance, schedule coverage, and adjust rosters to guarantee seamless customer support across time zones.
• Data‑Driven Insights: Analyze customer feedback, support metrics, and agent performance data to uncover trends, identify gaps, and implement actionable improvements. Translate data into clear, actionable recommendations for stakeholders.
• Process Optimization: Collaborate with cross‑functional teams—Product, Engineering, Marketing—to refine support workflows, knowledge bases, and self‑service tools. Champion continuous improvement initiatives that reduce friction and increase first‑contact resolution.
• Retention & Upsell Initiatives: Partner with Sales and Account Management to identify upsell opportunities, nurture long‑term relationships, and reduce churn. Develop proactive outreach strategies that keep customers engaged and invested.
• Reporting & Forecasting: Prepare weekly and monthly reports on key KPIs (CSAT, NPS, First Response Time, Resolution Rate) for senior leadership. Provide insights that inform product roadmap and business strategy.
• Continuous Improvement Culture: Champion a culture of continuous improvement by implementing best practices, conducting root cause analyses, and driving process changes that elevate the customer experience.
• Team Culture & Engagement: Foster a positive, collaborative environment through virtual team‑building activities, recognition programs, and open communication. Celebrate wins and encourage a sense of belonging.
• Strategic Projects: Lead cross‑functional initiatives that align customer success goals with broader business objectives. Drive projects that enhance scalability, automation, and customer delight.

Essential Qualifications

• 3+ years of proven experience in customer support, team management, or a related role with a strong focus on customer satisfaction and retention.
• Demonstrated ability to analyze data, identify trends, and translate insights into actionable process improvements.
• Exceptional communication and leadership skills, with a track record of motivating remote teams.
• Strong organizational and problem‑solving abilities, with meticulous attention to detail.
• Proficiency in customer support platforms (e.g., Zendesk, Intercom, Freshdesk) and analytics tools (e.g., Google Analytics, Tableau).
• Experience managing remote teams and coordinating across time zones.
• Passion for health and wellness, and a genuine desire to help customers achieve their goals.

Preferred Qualifications

• Background in the health and wellness industry or a related consumer goods sector.
• Experience with customer success metrics such as NPS, CSAT, and churn reduction.
• Knowledge of CRM systems (Salesforce, HubSpot) and workflow automation tools.
• Multilingual capabilities to support a global customer base.
• Prior experience in scaling customer success operations during rapid growth.

Skills & Competencies

• Strategic Thinking: Ability to align team goals with broader business objectives.
• Emotional Intelligence: Sensitivity to team dynamics and customer emotions.
• Adaptability: Thrive in a fast‑moving environment and pivot quickly when priorities shift.
• Collaboration: Work seamlessly with Product, Engineering, Marketing, and Sales teams.
• Tech Savviness: Comfortable adopting new tools and technologies to streamline processes.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless drive to exceed expectations.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Structured mentorship programs that pair you with senior leaders.
• Access to industry conferences, webinars, and workshops.
• Internal training modules covering leadership, data analytics, and product knowledge.
• Clear promotion pathways from Team Lead to Director of Customer Success.
• Opportunities to lead cross‑functional projects and influence company strategy.
• Regular feedback loops and performance reviews that focus on growth.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere, supported by:

• High‑speed internet stipend to ensure reliable connectivity.
• Flexible work hours that respect personal time and global time zones.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• Open communication channels—Slack, Zoom, and an internal knowledge base.
• A culture that celebrates diversity, inclusion, and personal authenticity.
• Annual in‑person retreats that bring the team together for strategy and bonding.

Compensation & Benefits

Competitive monthly salary ranging from $650 to $750, commensurate with experience and performance. In addition, brighthush offers:

• 15+ paid holidays per year, plus paid time off for birthdays.
• Health and wellness stipend to support your physical and mental well‑being.
• Paid volunteer days (2 per year) to give back to your community.
• Permanent contract with long‑term growth prospects.
• Global flat‑work culture that empowers you to influence company direction from day one.
• Professional development budget and access to industry‑leading learning platforms.
• Team spirit through regular virtual events and occasional in‑person retreats.

How to Apply

Ready to lead a passionate team and make a global impact? Submit your application through our career portal or click the link below to apply directly.

Apply to this job at brighthush

Join brighthush Today

At brighthush, we’re not just building products; we’re building a healthier future for millions. If you’re a visionary leader who thrives in a remote, collaborative environment and is eager to elevate customer experiences to new heights, we want to hear from you. Take the next step in your career and help us transform lives—one satisfied customer at a time.