Senior Global Client Success & Retention Lead – Strategic Account & Experience Architect – Driving Worldwide Brand Loyalty, Customer Experience Excellence, and Sustainable Growth in Logistics & Digital Commerce at brighthush

About brighthush – A Trailblazer in Sustainable Logistics & Digital Commerce

brighthush is more than a logistics and e‑commerce platform; it is a global movement that redefines how goods move across continents. By marrying cutting‑edge technology with an unwavering focus on sustainability and customer delight, we empower brands to scale, streamline, and thrive in an increasingly digital marketplace. Every day, our teams transform complex supply‑chain challenges into seamless, end‑to‑end experiences that delight merchants, partners, and consumers alike. We are pioneers in smart routing, real‑time visibility, and carbon‑neutral shipping, and our platform is trusted by some of the world’s most iconic brands.

Why brighthush is the Ideal Place for Your Next Career Leap

Recognized as a Great Place to Work, brighthush fosters a culture that values diversity, inclusion, and open communication. Whether you’re a seasoned veteran or an ambitious newcomer, you’ll discover:

• Impactful Work: Shape the customer experience for a global portfolio of high‑profile brands and influence the future of logistics technology.
• Career Growth: Access mentorship, leadership development, and cross‑functional projects that accelerate your trajectory.
• Learning & Development: Comprehensive training programs, certifications, and tuition reimbursement keep you at the cutting edge.
• Work‑Life Balance: Flexible remote work options, generous paid time off, and wellness initiatives support your personal and professional life.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and a robust benefits package that includes health, dental, vision, retirement, and more.

Position Overview

As the Senior Global Client Success & Retention Lead at brighthush, you will be the strategic steward of our client portfolio, driving retention, satisfaction, and growth across continents. You will partner with Regional Sales Managers to design and execute account strategies, lead process‑improvement initiatives, and ensure a seamless, customer‑centric journey across all touchpoints. Your analytical mindset, stakeholder‑management expertise, and passion for service excellence will elevate the customer experience and foster long‑term loyalty.

Your Impact – What You’ll Deliver Every Day

In this role, you will be the voice of the customer inside brighthush, translating their needs into actionable insights that shape product development, service delivery, and strategic direction. You will own the end‑to‑end client lifecycle, from onboarding to renewal, and will be the catalyst for continuous improvement across the organization.

Key Responsibilities – Your Day‑to‑Day Impact

• Client Relationship Leadership: Build and nurture deep, trust‑based relationships with key stakeholders across client organizations, aligning brighthush solutions with their business goals.
• Account Strategy & Execution: Collaborate with Regional Sales Managers to design tactical plans that drive revenue, upsell opportunities, and customer retention for each account.
• Performance Analysis: Review weekly and monthly delivery metrics, identify trends, and spearhead improvement projects that enhance service quality and operational efficiency.
• Issue Escalation & Resolution: Serve as the primary point of contact for escalated client concerns, ensuring timely follow‑up, transparent communication, and swift resolution.
• Cross‑Functional Alignment: Coordinate with Customer Service, Operations, IT, and Finance teams to deliver a unified, high‑quality experience for clients.
• Business Reviews: Lead the preparation and facilitation of Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR), presenting insights, action plans, and value metrics to executive audiences.
• Process Improvement: Identify cost‑saving, quality‑enhancing, and process‑streamlining opportunities; design and manage projects using Lean or Six Sigma methodologies.
• Voice of the Customer: Capture and analyze customer feedback, translating insights into product enhancements and service innovations.
• Training & Enablement: Provide clients with education on IT tools, systems, and regulatory requirements, ensuring they can fully leverage brighthush capabilities.
• Data Integrity & Reporting: Verify accuracy of reports generated by Customer Service Analysts and maintain up‑to‑date client information in the brighthush CRM system.
• Escalation Management: Engage Regional Sales Managers and executive sponsors for high‑impact issues, ensuring alignment and swift resolution.
• Continuous Feedback Loop: Regularly solicit client feedback on service quality and loyalty, implementing quick wins and long‑term improvements.

Essential Qualifications – What We Expect

• Bachelor’s degree in Business, Logistics, Supply Chain, or a related field (or equivalent experience).
• 4–5 years of progressive experience in Customer Service, Account Management, or Client Success roles within the logistics or e‑commerce industry.
• Proficiency with brighthush CRM platforms, and experience managing client data and workflows.
• Demonstrated success in driving customer retention, upsell, and satisfaction metrics.
• Strong analytical and quantitative skills, with a track record of using data to inform decisions and measure outcomes.
• Excellent stakeholder management skills, capable of influencing executives, cross‑functional teams, and external partners.
• Effective communication skills—speaking, writing, presenting, and negotiating—across all levels.
• Experience with Lean or Six Sigma methodologies is a plus; certification preferred.
• Solid understanding of shipment processing, invoicing, and logistics operations.
• Proficiency in brighthush Office (Excel, Word, PowerPoint, Outlook) and familiarity with brighthush Vantage.
• Ability to thrive in a remote work environment, demonstrating discipline, self‑motivation, and strong time‑management.

Preferred Qualifications – The Extra Edge

• Advanced certifications such as Lean Six Sigma Green Belt or higher.
• Experience managing large, complex client portfolios with multi‑region exposure.
• Background in data analytics or business intelligence tools.
• Knowledge of regulatory frameworks affecting e‑commerce and logistics (e.g., customs, trade compliance).

Skills & Competencies – What Makes You Thrive

• Customer‑Centric Mindset: Passion for delivering exceptional service and anticipating client needs.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Project Management: Proven track record of leading cross‑functional initiatives to successful completion.
• Problem‑Solving: Creative, data‑driven approach to diagnosing and resolving complex issues.
• Change Management: Skilled at guiding teams through transitions and fostering adoption of new processes.
• Collaboration: Comfortable working with diverse teams and building consensus.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Development – Your Path Forward

At brighthush, we believe in unlocking your full potential. As a Senior Global Client Success & Retention Lead, you will:

• Progress to senior leadership roles within the Client Success organization, such as Director of Client Success or Head of Global Client Experience.
• Lead cross‑functional initiatives that shape the future of our service delivery model and influence product roadmap decisions.
• Mentor junior CRM professionals, fostering a culture of continuous learning and high performance.
• Participate in executive‑level strategy sessions, gaining exposure to the company’s vision, market positioning, and growth plans.
• Access internal and external training programs, including advanced certifications in Six Sigma, data analytics, and leadership development.

Work Environment & Company Culture – Where Innovation Meets Inclusion

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Dedicated brighthush channels for cross‑department collaboration.
• Monthly virtual coffee breaks and team‑building activities.
• Annual in‑person retreats that bring together leaders and teams for strategy and bonding.

We celebrate diversity and inclusion, ensuring every voice is heard and every idea has the chance to shine. Our commitment to sustainability is reflected in our operations, product offerings, and community outreach initiatives.

Compensation & Benefits – We Value Your Contribution

While specific figures may vary based on experience and location, brighthush offers a competitive package that includes:

• Base salary aligned with market benchmarks for senior CRM roles.
• Performance‑based bonuses tied to client retention, satisfaction, and revenue growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) with company match and financial wellness resources.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible remote work policy with stipends for home office setup.
• Wellness program covering gym memberships, mental health support, and mindfulness resources.
• Professional development budget for conferences, courses, and certifications.

How to Apply – Your Next Step

If you’re ready to lead global client success, drive retention, and shape the future of logistics and e‑commerce, we want to hear from you. Submit your resume and a cover letter detailing your experience in client relationship management and your vision for elevating customer experience at brighthush.

Join us and be part of a company that is redefining the way the world moves goods and connects people.