Senior Manager – Customer Implementation & Onboarding Excellence: Leading Seamless Partner Onboarding, Customer Success, Process Innovation, and Strategic Growth at brighthush (Remote‑First)

Welcome to brighthush – Where Logistics Meets Innovation

In the fast‑moving world of e‑commerce and supply‑chain logistics, the difference between a good partner and a great one is often measured by how quickly and smoothly they can start delivering value. At brighthush, we’re not just building a platform; we’re crafting an experience that turns onboarding into a strategic advantage. By blending real‑time analytics, intelligent automation, and human expertise, our platform empowers merchants, retailers, and manufacturers to scale globally while keeping the customer experience at the heart of every decision.

Our mission is simple yet bold: make every partner’s journey effortless, measurable, and delightfully human. Whether you’re a seasoned logistics veteran or an emerging talent eager to shape the future of global commerce, you’ll find a dynamic, inclusive, and forward‑thinking environment where ideas turn into industry‑leading solutions. At brighthush, curiosity, collaboration, and partner delight are the core values that drive our culture and our products.

Why Join brighthush?

At brighthush, we believe that the best work happens when people feel empowered, supported, and inspired. That philosophy is reflected in every aspect of our organization, from the way we structure our teams to the benefits we offer our employees.

• Remote‑first culture that empowers you to work from anywhere in the United States.
• Competitive, location‑adjusted salary range: $85,950 – $127,000.
• Comprehensive benefits: 401(k) match, health, dental, vision, wellness programs, tuition reimbursement, generous PTO, paid parental leave, and more.
• Clear career‑growth pathways: leadership track, cross‑functional projects, mentorship, and continuous learning resources.
• A culture that celebrates diversity, inclusion, and innovation, backed by a firm commitment to equal opportunity for all employees.
• Commitment to sustainability: low‑carbon operations, remote work model, and partnerships with eco‑friendly vendors.

Position Overview

As the Senior Manager of Customer Implementation & Onboarding Excellence, you will be the architect of the partner experience from the moment a new client signs on to the point they are fully operational and thriving on our platform. You will lead a high‑performing team of Implementation Specialists, blending strategic vision with operational rigor to deliver a scalable, repeatable onboarding journey that drives partner satisfaction, reduces time‑to‑value, and fuels revenue growth. Your influence will span Sales, Product, Operations, and Customer Success, ensuring that every touchpoint reflects brighthush’s core values of curiosity, collaboration, and partner delight.

Key Responsibilities

• Team Leadership & Development: Recruit, coach, and mentor a team of Implementation Specialists, fostering a culture of accountability, continuous improvement, and partner obsession.
• Project Oversight: Own the end‑to‑end execution of partner onboarding projects, ensuring adherence to methodology, service standards, and governance frameworks.
• Capacity & Resource Management: Allocate resources, manage workload, and mitigate risks to keep projects on schedule and within budget.
• Process Innovation: Lead the standardization and continuous improvement of onboarding workflows, leveraging data analytics to drive efficiency, scalability, and quality.
• Stakeholder Collaboration: Build strong partnerships with Sales, Product, Operations, and Customer Success to align onboarding outcomes with business objectives.
• Performance Measurement: Define, track, and report on KPIs such as onboarding time, NPS, first‑contact resolution, digital tool adoption, and escalation rates.
• Compliance & Governance: Ensure all onboarding activities comply with internal policies, audit requirements, and data governance standards.
• Strategic Initiatives: Contribute to departmental planning, organizational change, and strategic projects that drive growth and operational excellence.
• Technology Enablement: Champion the adoption of new tools and platforms that streamline onboarding, from project management suites to automated workflow engines.
• Partner Advocacy: Serve as the voice of the partner within the organization, translating their needs into actionable improvements across the product and service stack.

Essential Qualifications

• Bachelor’s degree in Business, Operations, or a related field (or equivalent experience).
• 5+ years of experience in customer implementation, onboarding, or project management within logistics, transportation, or e‑commerce.
• 2+ years of proven leadership experience managing customer‑facing teams in a matrixed environment.
• Strong understanding of supply‑chain and e‑commerce platforms (e.g., brighthush’s CRM platform, brighthush’s ERP platform).
• Demonstrated ability to lead cross‑functional initiatives and influence stakeholders at all levels.
• Excellent communication skills, both written and verbal, with the ability to translate complex concepts into clear, actionable insights.
• Proficiency in data analysis tools (Excel, SQL, or equivalent) to derive actionable insights from onboarding metrics.

Preferred Qualifications

• Experience with digital transformation initiatives and automation of onboarding processes.
• Knowledge of data governance, compliance, and audit practices in a regulated environment.
• Advanced proficiency in project management tools (e.g., brighthush’s project management tool, brighthush’s task management tool, brighthush’s project planning software) and reporting platforms.
• Track record of driving measurable improvements in partner satisfaction and operational efficiency.
• Experience in a high‑growth SaaS environment, with a proven ability to scale processes and teams.

Core Competencies & Skills

• Leadership & Influence: Ability to inspire, motivate, and develop high‑performing teams while driving results through others.
• Partner‑Centric Mindset: Passion for delivering exceptional partner experiences and turning feedback into action.
• Strategic Thinking: Visionary approach to aligning onboarding strategy with business goals.
• Analytical & Problem‑Solving: Strong data‑driven decision making and root‑cause analysis.
• Communication: Clear, concise, and persuasive communication across all levels.
• Project Management: Expertise in planning, execution, risk management, and resource allocation.
• Technology Savvy: Comfortable with CRM, ERP, and automation tools; eagerness to learn new technologies.
• Adaptability: Thrives in fast‑paced, dynamic environments and embraces change.
• Collaboration: Proven ability to work effectively across functional teams and build consensus.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As Senior Manager, you’ll:

• Progress to Director or VP roles within Customer Success or Operations.
• Lead cross‑functional strategic projects that shape the company’s global onboarding strategy.
• Access leadership development programs, mentorship, and executive coaching.
• Work on cutting‑edge technology initiatives, such as AI‑driven onboarding workflows.
• Engage in continuous learning through internal knowledge bases, external certifications, and industry conferences.
• Contribute to thought leadership by publishing white papers, speaking at industry events, and participating in advisory boards.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and innovative culture where every voice matters. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs.
• Digital collaboration tools (e.g., brighthush’s collaboration platform).
• Regular virtual town halls and informal “coffee chat” sessions.
• Annual in‑person retreats to strengthen team bonds and celebrate achievements.
• Flexible schedules that respect personal commitments and promote work‑life balance.
• Access to mental health resources, wellness programs, and an employee assistance program.

We also prioritize sustainability, reflected in our low‑carbon operations, remote work model, and partnership with eco‑friendly vendors. Every team member is encouraged to bring fresh ideas, challenge the status quo, and collaborate across boundaries to deliver the best possible experience for our partners.

Compensation & Benefits

We offer a competitive total‑compensation package that includes:

• Base salary: $85,950 – $127,000 (location‑adjusted).
• Performance‑based bonus program.
• 401(k) with company match.
• Health, dental, vision, and wellness plans.
• Flexible spending accounts (FSA/HSA).
• Tuition reimbursement for relevant courses.
• Paid time off: vacation, sick leave, and floating holidays.
• Paid parental leave.
• Employee discount program.
• Employee Assistance Program (EAP) and work‑life resources.
• Short‑term and long‑term disability coverage.
• Life insurance.
• Annual stipend for home‑office equipment upgrades.
• Access to a global network of partners and industry experts.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based on qualifications, performance, skills, and experience.

How to Apply

Ready to lead the next generation of partner onboarding excellence? Submit your application through our careers portal and join a team that values innovation, collaboration, and growth.

Apply now at brighthush