Senior Director of Customer Success – Driving Retention, Growth, and Operational Excellence in a Remote‑First Parcel Logistics Tech Company

About brighthush

brighthush is a fast‑moving, Series B parcel logistics platform that is redefining how e‑commerce brands deliver their products. Rather than building new infrastructure, we unlock the hidden capacity of existing shipping networks and supercharge it with cutting‑edge technology. The result? Faster, more reliable middle‑mile and express delivery at a cost that beats the incumbents. Our team is lean, execution‑focused, and fully remote‑first, and we harness AI in every part of our workflow to accelerate delivery, reduce friction, and keep our customers ahead of the curve.

The Opportunity

We are looking for a visionary Senior Director of Customer Success to own the entire post‑sale experience for our e‑commerce shippers. From onboarding to renewal and expansion, you will be the guardian of our customers’ success, ensuring they consistently see the value of shipping with brighthush. This is a senior individual‑contributor role today, but with a clear path to building and leading a high‑performing team as we scale.

Key Responsibilities

• Revenue & Retention Ownership – Own gross and net revenue retention for your book of accounts. Spot at‑risk customers early, run renewals, and partner with Sales to drive volume growth and new lane opportunities.
• Operational Excellence – Monitor delivery performance, detect issues before they impact customers, and hold brighthush to the service standards our partners expect.
• Scalable Onboarding – Design and execute a frictionless onboarding motion that gets new shippers live quickly and cleanly, from integration and label setup through their first weeks of volume.
• Customer Advocacy – Act as the voice of the customer within brighthush. Work with Operations and Product to resolve service issues, reduce delivery exceptions, and translate recurring feedback into network and product improvements.
• Executive Business Reviews – Lead regular performance reviews with key accounts, covering on‑time delivery, transit times, SLA performance, and cost savings, and use these sessions to deepen relationships.
• Escalation & Claims Management – Own the escalation path for service failures and SLA claims, collaborating with Finance and Operations to resolve them fairly and quickly while protecting the relationship.
• Metrics & Reporting – Build playbooks, health scores, and dashboards that give leadership a clear view of customer health and churn risk, and that will scale as the team grows.
• AI‑Driven Efficiency – Automate account health reporting, QBR preparation, and ticket triage. Identify opportunities where AI can remove manual work so the team spends more time with customers.

What You’ll Bring

• 7+ years of experience in customer success, account management, or client services, with a proven track record of owning revenue or retention targets.
• Deep familiarity with logistics, parcel shipping, or B2B SaaS serving e‑commerce brands.
• Demonstrated success in improving retention and growing revenue within an existing customer base.
• Comfort with operational data – you can read shipment performance metrics and SLA reports and turn them into clear stories and action plans for customers.
• Strong executive presence and the ability to handle tough service conversations with calm, candid communication.
• Hands‑on mindset – you enjoy owning accounts directly while also building the CS processes a small, fast‑growing team needs.

Nice to Have

• Experience with middle‑mile or regional carrier networks, shipping integrations, or multi‑carrier platforms.
• Experience managing or mentoring others, and an interest in leading a team.
• Hands‑on experience using SQL or BI tools (e.g., Omni, Looker) to analyze customer data.
• Experience with SLA claims or carrier performance management.

Why brighthush?

At brighthush, we believe the best ideas come from teams with diverse backgrounds, experiences, and ways of thinking. We are proud to be an equal‑opportunity employer and welcome applicants of every race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, and any other characteristic protected by law. Hiring decisions are based on skills, experience, and potential.

Career Growth & Learning

As the Senior Director of Customer Success, you will:

• Lead the design and execution of a scalable CS framework that will serve as the foundation for a future team of 10‑15 specialists.
• Collaborate closely with Sales, Operations, Product, and Finance to shape the customer journey and influence product roadmap decisions.
• Mentor junior team members and create a culture of continuous improvement, data‑driven decision making, and customer obsession.
• Participate in leadership forums, strategy sessions, and cross‑functional initiatives that drive company growth.
• Access to ongoing training, industry conferences, and a generous learning stipend to keep you at the forefront of customer success and logistics innovation.

Work Environment & Culture

Our remote‑first culture means you can work from wherever you do your best work. We provide:

• Flexible work hours that respect your personal life and peak productivity times.
• Regular virtual team gatherings, hackathons, and knowledge‑sharing sessions.
• A culture that values transparency, accountability, and a growth mindset.
• Access to cutting‑edge tools and AI solutions that streamline your day‑to‑day tasks.

Compensation & Benefits

We take care of our people so they can do their best work:

• Competitive base salary: $130,000 – $150,000, plus annual bonus eligibility.
• Health benefits: choice of medical plans (including HSA‑eligible options with a company HSA contribution), dental, and vision.
• Income protection: company‑paid life insurance, short‑term disability, and long‑term disability.
• Paid time off: 15 days of PTO per year plus 10 paid holidays.
• Retirement: 401(k) with company match.
• Wellness: confidential Employee Assistance Program, 24/7 virtual care, mental health support, and a personal health advocate for you and your family.
• Additional perks: pre‑tax FSA and dependent care accounts, optional supplemental coverage, pet wellness, and identity protection.
• Remote‑first flexibility: work from wherever you do your best work.

Ready to Shape the Future of Parcel Logistics?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, data‑driven environment, and want to lead the charge in redefining e‑commerce shipping, we want to hear from you. Join brighthush and help us build a world where every package reaches its destination faster, more reliably, and at a better cost.

To apply, please submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. If you need an accommodation at any point in the application or interview process, reach out to [email protected].