Senior Director of Customer Success & Growth – Championing Retention, Expansion, and Operational Excellence for brighthush, a Rapidly Scaling AI‑Driven Logistics Technology Innovator

About brighthush

brighthush is a Series B logistics technology pioneer that is redefining how e‑commerce brands move their parcels. Rather than building new infrastructure, we unlock the hidden capacity that already exists in the world’s shipping networks and super‑charge it with cutting‑edge AI and data analytics. The result is faster, more reliable middle‑mile and express delivery at a price point that beats the incumbents. Our team is lean, execution‑focused, and remote‑first, and we use AI in every part of our workflow to stay ahead of the curve.

In the past 18 months, brighthush has grown from a handful of pilots to a global platform serving over 200 e‑commerce brands across North America, Europe, and Asia. Our mission is simple: make parcel logistics transparent, predictable, and affordable for every online retailer. We believe that the future of commerce depends on the speed and reliability of last‑mile delivery, and we are building the technology that makes that future a reality.

The Role

We are looking for a seasoned Senior Director of Customer Success & Growth who will own the entire post‑sale journey for our e‑commerce shippers—from onboarding through renewal and expansion. In this senior individual‑contributor role, you will be the primary point of contact for a portfolio of high‑value accounts, ensuring they realize maximum value from brighthush’s platform and that their experience is flawless. You will report directly to the Head of Customer Success and will be the catalyst for building a high‑performance Customer Success team as we scale.

As the senior voice of the customer, you will shape the customer experience strategy, drive revenue growth through upsells and cross‑sell opportunities, and embed a culture of continuous improvement across the organization. You will be a trusted advisor to our most strategic clients, a data‑driven decision maker, and a hands‑on leader who can balance day‑to‑day operations with long‑term vision.

Key Responsibilities

• Own revenue and retention metrics. You will carry a target for gross and net revenue retention across your book of accounts, spotting at‑risk customers early, running renewals, and partnering with Sales to drive volume growth and new lane opportunities.
• Deliver operational excellence. Monitor delivery performance, catch problems early, and hold brighthush to the service standards our customers expect.
• Build a scalable onboarding motion. Get new shippers live quickly and cleanly—from integration and label setup through their first weeks of volume—so they hit their delivery goals from day one.
• Advocate for the customer inside brighthush. Work with Operations and Product to resolve service issues, reduce delivery exceptions, and turn recurring customer feedback into network and product improvements.
• Run executive business reviews. Lead regular performance reviews with key accounts covering on‑time delivery, transit times, SLA performance, and cost savings, and use them to deepen relationships.
• Manage escalations, SLAs, and claims. Own the escalation path for service failures and SLA claims, working with Finance and Operations to resolve them fairly and quickly while protecting the relationship.
• Define and report on CS metrics. 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.
• Use AI to work smarter. Automate account health reporting, QBR prep, and ticket triage, and find where AI can remove manual work so the team spends more time with customers.
• Drive cross‑functional alignment. Partner with Product, Engineering, Sales, and Finance to ensure that customer insights translate into product roadmaps, pricing strategies, and financial models.
• Mentor and develop talent. While you may not have a formal team under you initially, you will be responsible for hiring, onboarding, and coaching junior Customer Success Managers as the organization expands.

Essential Qualifications

• 7+ years in Customer Success, Account Management, or Client Services, with a proven track record of owning revenue or retention targets.
• Experience in logistics, parcel shipping, or B2B SaaS serving e‑commerce brands.
• A history of improving retention and growing revenue within an existing customer base.
• Comfort working 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 calm, candid handling of tough service conversations.
• Hands‑on mindset: you enjoy owning accounts directly while also building the CS processes a small, fast‑growing team needs.
• Proficiency in CRM and CS tools (e.g., Salesforce, Gainsight, Zendesk).
• Experience with data visualization and BI tools (Looker, Tableau, Power BI) to analyze customer data.
• Excellent written and verbal communication skills across all levels of the organization.
• Comfort with remote collaboration tools and a distributed team culture.

Preferred Qualifications

• 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 other data query languages.
• Experience with SLA claims or carrier performance management.
• Knowledge of AI/ML concepts applied to logistics or customer success.

Skills & Competencies

• Strategic thinking and data‑driven decision making.
• Exceptional communication skills—both written and verbal—across all levels of the organization.
• Project management and the ability to juggle multiple priorities in a fast‑paced environment.
• Customer‑centric mindset with a passion for delivering delight.
• Proficiency in CRM and CS tools (e.g., Salesforce, Gainsight, Zendesk).
• Comfort with remote collaboration tools and a distributed team culture.
• Strong analytical skills and the ability to translate data into actionable insights.
• Leadership presence and the ability to influence without direct authority.

Career Growth & Learning Opportunities

At brighthush, we believe that the best leaders grow by learning from real‑world challenges. As Senior Director of Customer Success & Growth, you will have the chance to shape the CS organization from the ground up, mentor junior teammates, and influence product strategy. We invest heavily in professional development—providing access to industry conferences, online learning platforms, and internal knowledge‑sharing sessions. Your success will be measured not only by revenue and retention metrics but also by the growth of the team you build and the impact you have on our customers’ businesses.

We also offer a clear career ladder: from Senior Director to Vice President of Customer Success, and eventually to Chief Customer Officer. You will have the opportunity to move into broader leadership roles across the company, including Product, Operations, or even Head of Growth, depending on your interests and strengths.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer outcomes. We are a remote‑first company, which means you can work from anywhere while staying connected through daily stand‑ups, weekly all‑hands meetings, and asynchronous communication tools. We celebrate wins—both big and small—through virtual shout‑outs, quarterly hackathons, and a culture of continuous improvement.

Diversity, equity, and inclusion are not buzzwords for us; they are the foundation of our hiring, promotion, and partnership decisions. We actively seek to build a team that reflects the communities we serve, and we provide an inclusive environment where every voice is heard.

In addition to the standard remote perks, we host monthly virtual coffee chats, quarterly virtual team‑building events, and an annual in‑person retreat (when safe) to foster deeper connections among team members.

Compensation & Benefits

We take care of our people so they can do their best work. While the exact package will be tailored to your experience and location, you can expect the following:

• Competitive base salary: $130,000 – $150,000 per year, plus annual bonus eligibility.
• Health benefits: Choice of medical plans (including HSA‑eligible options with a company contribution), dental, and vision coverage.
• 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 plan: 401(k) with company match.
• Wellness & support: Confidential Employee Assistance Program, 24/7 virtual care, mental health support, and a personal health advocate for you and your family.
• Extras: 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.

How to Apply

If you are a customer‑obsessed leader who thrives in a fast‑moving, data‑driven environment, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. You can apply directly through the link below or send your application to [email protected].

Closing

At brighthush, we believe the best ideas come from teams with different 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. If you need an accommodation at any point in the application or interview process, please let us know. Join us and help shape the future of parcel logistics—one delivery at a time.

Apply to this job