Senior Global Customer Success Lead – Specialty Coffee Equipment & E‑Commerce Innovation – Remote Worldwide – Shape the Future of Coffee Experience at brighthush

About brighthush

brighthush is the vanguard of the specialty coffee e‑commerce ecosystem, delivering premium coffee equipment, accessories, and curated experiences to aficionados across the globe. Our mission is simple yet ambitious: to elevate every coffee ritual by marrying cutting‑edge technology, meticulous craftsmanship, and an unwavering passion for the bean. From artisanal grinders to state‑of‑the‑art espresso machines, we curate a seamless online marketplace that empowers customers to brew perfection at home or in the office.

At brighthush, we are a vibrant mosaic of innovators, designers, and customer‑centric professionals who thrive on solving complex problems and delighting customers at every touchpoint. As we expand our footprint worldwide, we are looking for a dynamic Senior Global Customer Success Lead who can help us scale our global customer experience while staying true to our core values of quality, transparency, and community.

Why brighthush?

Remote‑First Culture – Work from anywhere in the world with a reliable internet connection. We trust our teams to manage their own schedules, fostering autonomy and a healthy work‑life balance.

Innovation, Integrity, Community – These three pillars guide every decision we make. Whether you’re a seasoned veteran or a rising star, you’ll find opportunities to lead initiatives, mentor peers, and shape the future of coffee e‑commerce.

Diversity & Inclusion – We celebrate diverse perspectives, encourage curiosity, and reward results with a transparent performance framework and a generous rewards system.

Role Overview

As the Senior Global Customer Success Lead, you will own the end‑to‑end customer journey, from the first touchpoint to long‑term loyalty. You will design scalable success strategies, lead a high‑performing team, and collaborate cross‑functionally to drive continuous improvement and innovation. Your impact will be felt across sales, marketing, product, and operations, ensuring that every customer interaction reflects the brighthush promise of excellence.

Key Responsibilities

Customer Success Leadership

• Own the full customer lifecycle, ensuring a consistent, high‑quality experience across all channels.
• Define, implement, and refine scalable customer success strategies that align with brighthush’s growth objectives.
• Establish and monitor KPIs—Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rate, first‑contact resolution—and use data to drive continuous improvement.
• Build, coach, and inspire a high‑performing team of support agents, after‑sales specialists, and service coordinators.
• Champion a culture of empathy, ownership, and proactive problem‑solving throughout the team.

Sales Enablement & Channel Coordination

• Serve as the bridge between sales and customer success, ensuring a smooth handover of new accounts and a consultative approach to upsell opportunities.
• Manage accurate, timely quote and invoice creation using brighthush, brighthush, and other integrated tools, guaranteeing compliance with financial policies.
• Collaborate with marketing and sales to support third‑party and social commerce channels, ensuring consistent messaging and seamless order fulfillment.
• Analyze sales data to identify trends, gaps, and opportunities for cross‑selling and upselling within the customer base.

Post‑Sales Operations & Aftersales Support

• Lead client onboarding, including equipment setup, installation coordination with technical partners, and training on product usage.
• Provide timely, knowledgeable responses to customer inquiries about product performance, maintenance, and troubleshooting.
• Facilitate additional orders of accessories, filters, or replacement parts, including sourcing specialty items not listed online.
• Track and report on aftersales metrics, ensuring that service levels meet or exceed SLA commitments.

Shipping, Damage, and Returns Management

• Own customer communications related to logistics, damages, and return claims, ensuring clarity and empathy throughout the process.
• Partner with logistics and fulfillment teams to expedite resolutions, minimize customer friction, and optimize return policies.
• Analyze return data to identify root causes and recommend process improvements that reduce future incidents.

Process Improvement & Innovation

• Continuously monitor operational pain points, identifying bottlenecks and opportunities for automation or workflow streamlining.
• Collaborate cross‑functionally with product, engineering, and data teams to implement solutions that enhance internal efficiency and customer experience.
• Document best practices, create knowledge base articles, and deliver training sessions to elevate team performance.

Essential Qualifications

• Minimum 5 years of client‑facing operations or customer success experience, with at least 2 years in a leadership capacity.
• Proven track record in e‑commerce operations, ideally with experience in platforms and accounting tools similar to brighthush.
• Exceptional written and verbal communication skills, with the ability to translate complex information into clear, actionable guidance.
• Strong analytical mindset, data‑driven decision making, and meticulous attention to detail.
• Demonstrated ability to manage cross‑functional projects and influence stakeholders at all levels.

Preferred Qualifications

• Experience in the specialty coffee industry or with professional coffee equipment—knowledge of grinders, espresso machines, and brewing accessories.
• Familiarity with CRM platforms (e.g., brighthush, brighthush) and customer success tools (e.g., brighthush, brighthush).
• Background in process automation using brighthush, brighthush, or similar workflow tools.
• Experience leading remote teams across multiple time zones.
• Multilingual capabilities, especially in languages spoken by key customer segments.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strategic thinking and the ability to translate vision into actionable plans.
• Leadership and coaching skills that inspire high performance and continuous growth.
• Proficiency in data analysis, reporting, and KPI tracking.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Strong project management skills and the ability to juggle multiple priorities.

Career Growth & Learning Opportunities

At brighthush, learning is a lifelong journey. As the Senior Global Customer Success Lead, you will have access to:

• Mentorship from senior leaders in customer experience, product, and operations.
• Regular training sessions on the latest e‑commerce trends, coffee industry insights, and customer success best practices.
• Opportunities to lead cross‑functional initiatives—such as product launches, process automation projects, or global expansion efforts.
• A clear career ladder that can lead to roles such as Customer Success Manager, Director of Customer Experience, or Head of Customer Success.
• Access to industry conferences, webinars, and a curated library of learning resources.

Work Environment & Culture

brighthush’s remote‑first model means you can work from anywhere in the world, as long as you have a reliable internet connection. We provide:

• Monthly stipend for home‑office setup and equipment upgrades.
• Flexible working hours that respect your personal life and time zone.
• Quarterly virtual team retreats, hackathons, and coffee tasting sessions to foster community.
• Open communication channels—brighthush, brighthush, and a dedicated internal knowledge base.
• A culture that celebrates experimentation, embraces failure as a learning opportunity, and rewards bold ideas.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to team and individual KPIs.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Paid time off (PTO), sick leave, and a generous parental leave policy.
• Unlimited learning budget for courses, certifications, and conferences.
• Annual coffee stipend and access to exclusive brighthush product discounts.

How to Apply

If you’re ready to shape the future of coffee e‑commerce and lead a world‑class customer success function, we’d love to hear from you. Please submit your CV in English, along with a brief cover letter that highlights your relevant experience and why you’re excited about this role at brighthush. All applications will be reviewed confidentially and in a timely manner.

Join brighthush Today

Become part of a passionate, innovative team that’s redefining how coffee lovers connect with their favorite equipment. Your expertise will directly influence customer satisfaction, brand loyalty, and the overall success of our global marketplace. Apply now and brew a brighter future with brighthush!