Senior Global Customer Success Lead – Remote – Driving Client Growth, Product Innovation, and Operational Excellence in Manufacturing SaaS at brighthush
About brighthush
brighthush isn’t just another SaaS startup – we’re the architects of the next generation of product creation. Since 2013, our fully‑remote, cloud‑native platform has empowered entrepreneurs, designers, and brands to turn ideas into tangible, high‑quality goods faster than ever before. By fusing advanced manufacturing technology with a seamless digital experience, we have built two industry‑leading solutions: Customize Now, a best‑in‑class on‑demand manufacturing engine, and Source Anything, a SaaS marketplace that connects customers to a global network of factories. Together, these platforms have helped thousands of businesses scale from prototype to production in record time.
brighthush is a profitable, Silicon Valley‑backed company that thrives on flat hierarchies, rapid iteration, and a culture of radical ownership. Our mission is simple: build the operating system that turns product ideas into tangible, high‑quality goods at scale. If you are passionate about disrupting supply chains, love working with cross‑functional teams, and want to see your impact reflected in real‑world products, brighthush is the place for you.
Why This Role Is a Game‑Changer
- Direct Leadership Access – Work side‑by‑side with our CEO and executive team, gaining unparalleled visibility and mentorship.
- Product & Strategy Influence – Your day‑to‑day insights shape our roadmap, workflows, and company strategy in a flat hierarchy.
- Rapid Growth & Career Acceleration – Join us at a pivotal moment of expansion, where autonomy, minimal bureaucracy, and high impact create a fast‑track career path.
Role Overview
As the Senior Global Customer Success Lead at brighthush, you will be the linchpin that ensures our clients’ journey from onboarding to final delivery is seamless, efficient, and scalable. Your role blends strategic vision with hands‑on execution, and you will become the trusted advisor for our most valuable SMB and mid‑market accounts.
Key Responsibilities
- End‑to‑End Onboarding – Own the full onboarding process, educating new clients on manufacturing workflows, platform features, and best practices. Create onboarding playbooks, host live training sessions, and develop self‑service resources.
- Cross‑Functional Coordination – Act as the central air‑traffic controller between clients, internal design specialists, and factory partners, ensuring projects stay on schedule and quality standards are met.
- Risk & Bottleneck Management – Continuously monitor account progress, identify stalls—whether on the client, design, or factory side—and proactively remove obstacles. Use data dashboards to surface risks before they become crises.
- Consultative Product Support – Provide expert guidance on garment construction, fabric selection, and technical specifications during critical review phases. Translate complex technical concepts into actionable insights for clients.
- Strategic Upsell & Expansion – Spot opportunities for growth, collaborate with design and product teams to pitch trend‑relevant solutions, and drive repeat business. Build a pipeline of expansion opportunities and close deals with a consultative approach.
- Portfolio & Health Management – Maintain a clean, up‑to‑date portfolio of SMB and mid‑market accounts, track milestones, and monitor production metrics in HubSpot. Generate regular health reports and forecast revenue impact.
- Feedback Loop – Capture real‑time customer insights and relay cross‑functional feedback to sourcing, product, and sales teams to continuously refine our platform. Champion the voice of the customer across the organization.
Essential Qualifications
- 3+ years of experience in Customer Success, Account Management, or client‑facing operations—ideally within e‑commerce, custom apparel, manufacturing, or tech‑enabled platforms.
- High empathy and an educational mindset—capable of guiding novices through complex technical concepts while maintaining authority with seasoned buyers.
- Proven project coordination skills—expert at managing multi‑party workflows and keeping stakeholders aligned.
- Proactive problem‑solving—keen eye for detail, able to spot bottlenecks early and take ownership to resolve them.
- Commercial instincts—comfortable identifying expansion moments and partnering with design/product teams to suggest timely, trend‑relevant solutions.
- Technical & CRM fluency—strong working knowledge of HubSpot (or similar CRMs) to manage pipelines, account notes, and key activity metrics.
- Apparel or product knowledge (plus)—prior experience or strong interest in apparel development, fabric sourcing, or custom production is a major advantage.
- Startup mindset—resilient, high‑energy, autonomous mid‑to‑senior individual contributor who operates with urgency and clear ownership.
Preferred Traits & Core Pillars
- Raw Intelligence & Problem‑Solving – High processing power, business acumen, and logical reasoning. Think on your feet, connect complex ideas, and break down ambiguous problems quickly.
- Extreme Ownership (“Give a Shit” Energy) – Take 100% accountability for your domain and outcomes. No excuses, no blame—only solutions and results.
- Rapid Adaptation & Radical Candor – Embrace blunt, constructive feedback, pivot instantly without ego, and thrive in a fast‑moving environment.
Career Growth & Learning Opportunities
At brighthush, your growth is built into the fabric of our organization:
- Leadership Development – Mentorship from senior leaders, exposure to strategic decision‑making, and opportunities to lead cross‑functional initiatives.
- Skill Expansion – Hands‑on experience with manufacturing technology, supply chain logistics, and SaaS product development.
- Global Exposure – Work with clients and factories worldwide, building a deep understanding of international markets and cultural nuances.
- Innovation Culture – Participate in hackathons, product sprints, and continuous improvement programs that shape the future of manufacturing.
Work Environment & Company Culture
brighthush is a fully remote, global team that values flexibility, transparency, and high performance. Our culture is defined by:
- Flat Hierarchies – Everyone’s voice matters; ideas are evaluated on merit, not title.
- Radical Ownership – We empower individuals to own outcomes and drive change.
- Continuous Learning – Regular knowledge‑sharing sessions, access to industry conferences, and a generous learning stipend.
- Diversity & Inclusion – We celebrate diverse perspectives and are committed to creating an inclusive, discrimination‑free environment.
- Work‑Life Balance – Flexible hours aligned with US business time zones, remote work from anywhere in the world.
Compensation & Benefits
While specific packages are tailored to the candidate’s impact level, brighthush offers:
- Competitive, outcome‑driven base salary plus performance bonuses.
- Full‑time, exclusive independent contractor engagement.
- Health, dental, and vision insurance options for remote employees.
- Generous paid time off and flexible vacation policy.
- Professional development stipend and access to industry events.
- Equity opportunities for high‑impact contributors.
How to Apply
Ready to join a company that’s reshaping the future of product creation? Submit your resume and a brief cover letter in English. Our hiring process includes:
- Initial screening call to assess fit and expectations.
- Deep dive interview with the hiring manager and cross‑functional team.
- Practical assessment or case study (if applicable).
- Final executive interview with key leaders.
- Reference checks to verify past performance.
We appreciate every application and will do our best to provide feedback, though we may not be able to respond to all submissions due to volume.
Join brighthush Today
Be part of a visionary team that’s turning the manufacturing world on its head. If you’re a proactive, ownership‑driven professional who thrives in a fast‑paced, remote environment, we want to hear from you. Apply now and help us build the operating system for product creation that will shape the next generation of physical goods.
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