Senior Global Customer Success & Account Management Lead – Multichannel Support, Sales Enablement & Revenue Growth Champion – Remote – Drive Customer Delight & Shape Digital Commerce Future at brighthush

About brighthush

brighthush is a trailblazer in the digital commerce ecosystem, seamlessly integrating e‑commerce, logistics, and finance into a single, frictionless platform. Our mission is simple yet profound: every customer interaction should feel like a moment of delight, trust, and lasting value. By harnessing cutting‑edge technology, data‑driven insights, and an unwavering focus on service excellence, we empower partners to scale faster, serve smarter, and stay ahead of the curve. With a global footprint that spans North America, Europe, Asia, and beyond, brighthush is redefining how businesses connect with their customers in an increasingly digital world.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you become part of a global community that celebrates innovation, collaboration, and personal growth. Here’s what makes us stand out:

• Competitive Base Salary & Performance Bonuses: Earn a market‑aligned salary with the opportunity to boost earnings through clear, measurable metrics.
• Comprehensive Health & Wellness: Full coverage for medical, dental, and vision, plus wellness stipends and mental health resources.
• Unlimited Paid Time Off & Flexible Scheduling: Balance work and life on your terms—no rigid PTO policies, just trust and results.
• Professional Growth Hub: Access to industry‑leading courses, certifications, and a dedicated learning stipend.
• Diverse & Inclusive Culture: A collaborative environment that values every voice, perspective, and background.
• Global Community & Events: Regular virtual town halls, hackathons, and occasional in‑person retreats to build camaraderie across continents.

Role Overview

As a Senior Global Customer Success & Account Management Lead, you will be the frontline ambassador for brighthush, ensuring every customer interaction is handled with professionalism, empathy, and efficiency. This role blends customer support, sales enablement, and account management into a single, high‑impact position that drives revenue, nurtures loyalty, and fuels our global expansion.

Key Responsibilities

• Multichannel Support Excellence: Deliver timely, accurate assistance across email, chat, phone, and social media. Resolve issues, answer inquiries, and guide customers through the entire lifecycle.
• Sales Enablement & Upsell Opportunities: Identify upsell and cross‑sell opportunities during support interactions. Collaborate with the sales team to craft tailored proposals that align with customer goals.
• Global Account Management: Serve as the primary point of contact for high‑value accounts. Build deep relationships, understand business objectives, and proactively recommend solutions that drive growth.
• Customer Success Leadership: Own the customer journey from onboarding to renewal. Track key metrics (NPS, CSAT, churn) and implement improvement plans to maximize satisfaction.
• Process Optimization: Analyze support workflows, identify bottlenecks, and propose automation or tooling enhancements. Champion best practices across the team.
• Data‑Driven Insights: Leverage analytics to surface trends, forecast demand, and inform product roadmap discussions. Present findings to leadership in clear, actionable formats.
• Team Collaboration & Mentorship: Coach junior specialists, share knowledge, and contribute to a culture of continuous learning.
• Compliance & Quality Assurance: Ensure all interactions adhere to brand guidelines, data privacy regulations, and quality standards.

Essential Qualifications

• 5+ years of experience in customer support, account management, or customer success roles within a fast‑paced, tech‑driven environment.
• Proven track record of driving upsell or renewal revenue while maintaining high satisfaction scores.
• Exceptional communication skills—written and verbal—across multiple channels and cultures.
• Strong analytical mindset with proficiency in CRM systems (e.g., brighthush) and support platforms (e.g., brighthush).
• Experience managing global accounts and navigating cross‑border regulatory considerations.
• Self‑motivated, proactive, and comfortable working independently in a remote setting.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in e‑commerce, logistics, or fintech—understanding of the digital commerce stack.
• Experience with data‑driven customer success platforms (e.g., brighthush).
• Knowledge of AI‑powered support tools and chatbot integration.
• Previous leadership or mentorship experience within a distributed team.
• Certifications in Customer Success Management (CSM) or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Passion for creating memorable experiences and turning challenges into opportunities.
• Strategic Thinking: Ability to see the big picture while executing on day‑to‑day tasks.
• Problem‑Solving: Quick diagnosis of complex issues and creative solution design.
• Collaboration: Works seamlessly with sales, product, engineering, and marketing teams.
• Adaptability: Thrives in a rapidly evolving environment and embraces change.
• Data Literacy: Comfortable interpreting dashboards, generating reports, and making data‑backed decisions.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our platform. We offer:

• Clear promotion paths—from Specialist to Lead, Manager, and Director roles.
• Regular skill‑building workshops, hackathons, and cross‑functional projects.
• Access to industry conferences, webinars, and a generous learning stipend.
• Mentorship from senior leaders who champion your professional development.
• Opportunity to shape product strategy and influence the future of digital commerce.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and mutual respect. Our remote‑first model means you can work from anywhere while staying connected through:

• Daily stand‑ups and weekly team syncs.
• Virtual coffee breaks and informal chat channels.
• Quarterly all‑hands meetings that keep everyone aligned.
• Inclusive policies that celebrate diversity and promote work‑life balance.

Compensation, Perks, and Benefits

While specific figures vary by role and location, we offer:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Full medical, dental, and vision coverage.
• Unlimited paid time off and flexible work hours.
• Wellness stipend, mental health resources, and ergonomic support.
• Annual learning stipend and access to premium training platforms.
• Equity options for eligible employees.
• Regular virtual team‑building events and occasional in‑person retreats.

How to Apply

If you’re ready to elevate your career, drive customer delight, and shape the future of digital commerce, we’d love to hear from you. Submit your resume, a cover letter detailing your relevant experience, and any portfolio or case studies that showcase your impact.

Join brighthush and become part of a forward‑thinking team that values innovation, collaboration, and the relentless pursuit of excellence. Together, we’ll create moments of delight for customers worldwide.