Senior Global Customer Success Executive – Championing Retention, Revenue Expansion, and Brand Loyalty at brighthush

About brighthush

brighthush is more than a coffee brand; it’s a global movement that reimagines the everyday coffee ritual. Since our launch in 2018, we have fused cutting‑edge technology, sustainable sourcing, and a deep love for community to deliver café‑quality equipment and an immersive coffee culture straight into homes worldwide. Our mission is simple yet ambitious: empower every coffee enthusiast with the tools, knowledge, and support needed to craft the perfect cup, no matter where they are.

Operating as a fully remote, global organization, we proudly serve customers in over 50 countries. Our culture is built on transparency, experimentation, and a relentless focus on customer delight. At brighthush, we believe that the best coffee starts with the best experience, and that experience is shaped by the people who guide our customers every step of the way.

Why brighthush?

• Impact at Scale: Own a function that directly influences customer satisfaction, lifetime value, and the company’s bottom line.
• Remote‑First Flexibility: Work from anywhere while collaborating with a high‑performing, distributed team.
• Innovation & Growth: Shape the future of customer success in a rapidly expanding brand that prizes experimentation and data‑driven decision making.
• Professional Development: Access to mentorship, leadership training, and cross‑functional projects that accelerate your career trajectory.
• Competitive Compensation: Base salary, performance bonuses, equity, and a comprehensive benefits suite designed to reward your impact.

Key Responsibilities

Customer Success Leadership

• Own the end‑to‑end customer journey, designing scalable strategies that align with brighthush’s growth objectives and brand promise.
• Define, track, and report on KPIs such as NPS, CSAT, churn rate, and customer lifetime value, ensuring data‑driven decision making across the organization.
• Recruit, develop, and mentor a world‑class customer success team—including support specialists, onboarding managers, and service coordinators—fostering a culture of excellence, empathy, and continuous learning.
• Collaborate with product, engineering, and marketing to embed customer insights into the roadmap and go‑to‑market plans.
• Champion a proactive, solution‑oriented mindset that turns challenges into opportunities for upsell, cross‑sell, and brand advocacy.

Sales Enablement & Channel Coordination

• Partner with the sales organization to streamline the consultative sales process, ensuring seamless handoffs and consistent messaging across email, SMS, and social media.
• Oversee accurate and timely quote generation, invoicing, and order fulfillment using our proprietary e‑commerce and accounting systems.
• Coordinate with third‑party and social commerce partners to optimize channel performance, resolve escalations, and drive cross‑channel synergy.
• Develop and maintain a playbook that standardizes best practices for sales and customer success alignment.

Post‑Sales Operations & Aftersales Support

• Lead the customer onboarding journey, coordinating equipment setup, installation, and training with technical service partners.
• Serve as the primary point of contact for product usage queries, maintenance requests, and ongoing support, ensuring rapid resolution and high satisfaction.
• Identify upsell and cross‑sell opportunities for accessories, filters, and specialty parts, collaborating with procurement to source items not listed online.
• Implement a knowledge base that empowers customers to self‑serve and reduces support ticket volume.

Shipping, Damage, and Returns Management

• Manage all customer communications related to logistics, damages, and return claims, maintaining transparency and trust.
• Work closely with logistics and warehouse teams to refine return processes, reduce turnaround times, and minimize cost impact.
• Analyze return data to identify root causes and recommend product or packaging improvements.

Process Improvement & Automation

• Continuously monitor operational pain points, leveraging data to identify bottlenecks and opportunities for automation.
• Champion cross‑functional initiatives that streamline workflows, enhance internal efficiency, and elevate the client experience.
• Implement best practices in knowledge management, ensuring that support teams have instant access to accurate, up‑to‑date information.
• Lead the adoption of new tools and technologies that improve scalability and reduce manual effort.

Essential Qualifications

• Minimum 5 years of progressive experience in customer success, client‑facing operations, or related roles, with at least 2 years in a leadership capacity.
• Proven track record of building and scaling high‑performance teams in a remote or distributed environment.
• Deep familiarity with e‑commerce platforms and SaaS tools, preferably within the specialty coffee or consumer goods industry.
• Exceptional written and verbal communication skills, with the ability to translate complex data into actionable insights.
• Strong analytical mindset, adept at using metrics to drive strategy and measure impact.
• Experience managing post‑sales operations, including onboarding, support, and returns, is highly desirable.

Preferred Qualifications

• Background in the specialty coffee industry or related consumer‑facing sectors.
• Hands‑on experience with CRM systems and customer success platforms.
• Knowledge of logistics and supply chain operations, especially in high‑value, fragile goods.
• Fluency in multiple languages, enhancing global customer engagement.
• Experience with data visualization tools and advanced Excel modeling.

Skills & Competencies

• Leadership & Coaching: Inspiring teams, fostering accountability, and driving professional growth.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a relentless pursuit of delight.
• Strategic Thinking: Ability to translate business goals into actionable customer success initiatives.
• Problem‑Solving: Quick, analytical, and creative solutions to complex operational challenges.
• Collaboration: Seamless partnership with cross‑functional stakeholders—product, engineering, marketing, finance, and logistics.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, generating reports, and presenting insights to senior leadership.
• Adaptability: Thriving in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our product line. As Senior Global Customer Success Executive, you will:

• Lead strategic initiatives that shape the company’s long‑term vision and customer‑centric culture.
• Collaborate with executive leadership, gaining exposure to high‑level decision making and corporate strategy.
• Drive cross‑departmental projects, expanding your skill set across product development, marketing, and operations.
• Participate in industry conferences, webinars, and training programs to stay ahead of customer success trends.
• Earn equity and performance bonuses that reward your impact on the business.
• Access a dedicated learning budget for courses, certifications, and conferences.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers employees to work from anywhere while maintaining strong connections through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Dedicated collaboration channels for real‑time communication across time zones.
• Annual virtual retreats and optional in‑person meet‑ups for team bonding.
• Continuous learning resources, including a curated library of courses, books, and industry reports.
• Open‑door leadership policy—your voice matters at every level.
• Flexible work hours that respect personal commitments and promote work‑life balance.

Compensation & Benefits

While specific figures vary based on experience, the compensation package includes:

• Competitive base salary aligned with market benchmarks for senior customer success leaders.
• Performance‑based bonuses tied to customer metrics and company growth.
• Equity options that allow you to share in brighthush’s success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, parental leave, and wellness stipends.
• Professional development budget for courses, certifications, and conferences.
• Annual stipend for home office setup and high‑speed internet.
• Access to a global network of coffee experts, industry events, and community initiatives.

How to Apply

Ready to lead the next chapter of customer success at brighthush? Submit your resume and a brief cover letter (in English) outlining why you’re the perfect fit for this role. We’re excited to hear how your experience and vision align with our mission to bring the best coffee experience to the world.

Join brighthush Today

Be part of a brand that’s not just selling coffee equipment, but crafting moments of joy, connection, and mastery. If you’re a strategic thinker, a people‑first leader, and a coffee enthusiast, we invite you to apply and help us brew success together.

Important: All applications must be submitted in English. Applications in other languages will not be considered.

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