Senior Global Customer Excellence Manager – Logistics & Supply Chain SaaS – Driving Customer Success, Revenue Growth, and Operational Excellence for a Data‑Powered Freight Platform at brighthush

About brighthush

brighthush is more than a SaaS platform; it is the digital heartbeat of modern logistics. By fusing real‑time data streams, intelligent automation, and a single, unified workflow, brighthush empowers enterprise shippers and logistics service providers to orchestrate freight operations at lightning speed and pinpoint precision. From urgent, ad‑hoc shipments to long‑term tenders, invoicing, compliance, and advanced analytics, our technology spans the entire logistics lifecycle, becoming an indispensable embedded system in the day‑to‑day operations of our customers.

As we enter a new chapter of growth, brighthush is scaling its product ecosystem, modernizing our platform architecture, and expanding our global customer base. In this dynamic environment, the quality of execution and the depth of customer outcomes are not just important—they are the very foundation of our business success. We are looking for a visionary leader who can elevate our customer experience to the next level and help us secure long‑term strategic relationships worldwide.

Role Overview

The Senior Global Customer Excellence Manager will own the entire post‑sales customer lifecycle. From onboarding and implementation to ongoing support and commercial expansion, you will be the guardian of customer satisfaction, retention, and revenue protection. You will lead a global team of Customer Excellence Consultants, ensuring that every interaction delivers measurable value, drives adoption, and positions our customers for growth. Your influence will span delivery excellence, customer ownership, and commercial awareness, creating a seamless bridge between operational success and business outcomes.

Key Responsibilities

1. Build and Inspire a High‑Performing Global Team

• Recruit, coach, and develop talent across multiple regions, fostering a culture of collaboration, accountability, and continuous improvement.
• Set clear expectations for delivery excellence, customer ownership, and commercial awareness, embedding these principles into daily practices and performance metrics.
• Design transparent career paths, conduct rigorous performance reviews, and champion a culture of growth and recognition.
• Equip consultants with the skills to manage technical implementations, identify expansion signals, and recognize upsell readiness during engagements.

2. Own the Implementation Journey

• Oversee the successful implementation of the brighthush platform for new customers, ensuring a smooth, timely, and high‑quality onboarding experience.
• Define, document, and maintain implementation frameworks, playbooks, timelines, and quality standards that can be replicated across regions and customer segments.
• Coordinate cross‑functional collaboration with Product, Engineering, and Sales to remove blockers, guarantee customer readiness, and meet go‑live commitments.
• Design implementations with scalability in mind, anticipating future scope expansion, integrations, and volume growth.

3. Deliver a Unified, Frictionless Customer Experience

• Establish and refine team workflows to provide timely support responses, effective issue resolution, and proactive account engagement.
• Develop structured customer touchpoints and lifecycle strategies that scale across regions and customer types.
• Track, analyze, and optimize customer health metrics (e.g., NPS, CES, adoption rates, time‑to‑resolution).
• Position Customer Excellence as the primary signal source for churn risk, upsell timing, and account growth opportunities.

4. Drive Commercial Expansion & Revenue Impact

• Partner with Sales to support account expansion, renewals, and commercial growth within existing customers.
• Identify, qualify, and document expansion opportunities (additional lanes, volumes, modules, regions) and ensure they are captured in the pipeline.
• Define clear ownership boundaries and handoff models between Customer Excellence and Sales for upsell execution.
• Drive expansion readiness by ensuring customers are operationally stable, fully adopted, and value‑aligned before commercial discussions.
• Track and report post‑sales commercial metrics, including retention, expansion contribution, and at‑risk revenue.
• Embed commercial thinking into Customer Excellence processes without compromising customer trust or delivery quality.

5. Champion Process & Operational Excellence

• Own and continuously improve the Customer Excellence Playbook, ensuring it reflects best practices and evolving customer needs.
• Implement systems, SLAs, and metrics to manage workload, track performance, and enhance response quality.
• Support the rollout and adoption of internal tools, knowledge bases, ticketing systems, and self‑service resources.
• Identify efficiency opportunities through data insights and team feedback, and champion process automation where appropriate.

6. Serve as the Senior Voice of the Customer

• Translate customer insights into product, engineering, and sales strategies, ensuring that the voice of the customer is heard at every level.
• Drive post‑implementation feedback loops to influence product improvements and roadmap priorities.
• Partner with Sales to align account expansion and retention strategies, ensuring a unified approach to customer growth.
• Contribute to strategic planning for scaling the customer experience function and aligning it with brighthush’s long‑term vision.

Essential Qualifications

• 6‑8 years of experience in post‑sales customer‑facing roles, including implementation, onboarding, and support, preferably within SaaS, logistics, or B2B platforms.
• 3+ years in a team leadership or management role, with a proven track record of building high‑performing teams.
• Demonstrated ownership of customer lifecycle outcomes, including retention, expansion, and revenue protection.
• Proficiency in spreadsheet software (Excel, Google Sheets) and BI solutions (PowerBI, Metabase, Qlik) for data analysis and reporting.
• Experience in structuring customer relationships, support cases, and follow‑ups in a scalable manner.
• Strong coordination skills for managing cross‑functional projects and implementations.
• Clear, scalable documentation practices for both customers and internal teams.
• Experience working with enterprise systems and integrations is a plus.
• Knowledge of supply chain or freight forwarding operations is a plus.

Preferred Qualifications

• Familiarity with practical applications of AI in business workflows, and the ability to translate AI capabilities into customer value.
• Experience leading global teams across multiple time zones and cultures.
• Background in data‑driven decision making, with a knack for turning metrics into actionable insights.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Centric Mindset – Passion for delivering exceptional value and building lasting relationships.
• Analytical Acumen – Proficiency in interpreting data to drive decisions and measure success.
• Communication Excellence – Clear, concise, and persuasive communication across all levels.
• Change Leadership – Comfortable driving transformation in a fast‑moving environment.
• Collaboration & Influence – Proven ability to work cross‑functionally and influence stakeholders.
• Project Management – Strong organizational skills and a track record of delivering projects on time and within scope.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the success of our customers. As Senior Customer Excellence Manager, you will:

• Lead a high‑impact function that directly influences revenue and customer satisfaction.
• Collaborate with executive leadership, shaping the strategic direction of our customer experience.
• Gain exposure to cutting‑edge logistics technology, AI integration, and global market dynamics.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Advance into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and empowerment. Our values include:

• Customer Obsession – Every decision is driven by the goal of delivering exceptional value.
• Data‑Driven Excellence – We rely on metrics and insights to guide our actions.
• Collaboration Across Borders – Our global teams work together seamlessly, respecting diverse perspectives.
• Continuous Learning – We invest in professional development, training, and knowledge sharing.
• Agility & Adaptability – We embrace change and iterate quickly to stay ahead of the market.

Our remote‑first approach offers flexibility, while our virtual community events, hackathons, and wellness programs foster connection and well‑being.

Compensation, Perks & Benefits

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

• Base salary commensurate with market standards for senior leadership in SaaS logistics.
• Performance‑based bonuses tied to customer success metrics and revenue expansion.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible working arrangements.
• Professional development budget, conference attendance, and certification support.
• Wellness initiatives, including virtual fitness classes, mental health resources, and wellness stipends.
• Team‑building retreats, virtual social events, and a culture of recognition.

Why Join brighthush?

As a Senior Customer Excellence Manager, you will be at the forefront of transforming how global logistics companies operate. You will:

• Drive measurable impact on customer satisfaction, retention, and revenue growth.
• Shape the future of a platform that is redefining freight operations worldwide.
• Lead a diverse, high‑performing team that values collaboration and innovation.
• Work in a culture that rewards curiosity, accountability, and continuous improvement.
• Benefit from a competitive rewards package and a supportive, inclusive environment.

Ready to Make a Difference?

If you are a seasoned customer‑success leader with a passion for logistics, a knack for data‑driven decision making, and a desire to lead a global team to new heights, we want to hear from you. Join brighthush and help us deliver unparalleled value to our customers while building a career that matters.

Apply now and become a pivotal part of brighthush’s journey to revolutionize the freight industry.