Senior Project Manager – Customer Service & Client Success – 100% Remote, German Speaking – brighthush

About brighthush

brighthush is a forward‑thinking, fully remote customer service powerhouse that empowers brands across Europe to deliver world‑class support experiences. With a culture rooted in transparency, continuous learning, and a passion for problem‑solving, we help our clients transform their customer interactions into lasting loyalty. Whether you’re a seasoned project leader or an ambitious professional ready to scale new heights, brighthush offers a dynamic environment where your expertise can shine and your career can flourish.

Role Overview

We are seeking a highly motivated Senior Project Manager – Customer Service & Client Success to lead and elevate our remote customer support initiatives. In this role, you will orchestrate end‑to‑end project delivery, partner with clients to align service strategies, and drive performance excellence across multiple accounts. Your strategic mindset, data‑driven approach, and collaborative spirit will be pivotal in ensuring that every project not only meets but exceeds client expectations.

Key Responsibilities

• Project Leadership: Own the full project lifecycle from initiation to closure, ensuring scope, timelines, budgets, and quality standards are met.
• Client Partnership: Serve as the primary point of contact for key stakeholders, translating business objectives into actionable service plans.
• Performance Management: Define, track, and report on critical KPIs (e.g., CSAT, NPS, First‑Response Time, Resolution Rate) to drive continuous improvement.
• Team Coordination: Lead cross‑functional teams—including support agents, analysts, and technical specialists—across multiple time zones.
• Process Optimization: Identify bottlenecks, recommend process enhancements, and implement best practices to increase efficiency and customer satisfaction.
• Risk & Issue Management: Proactively identify risks, develop mitigation plans, and resolve escalated issues with minimal impact on service levels.
• Reporting & Analytics: Build dashboards, generate insights, and present findings to senior leadership and clients.
• Stakeholder Communication: Craft clear, concise status updates, proposals, and executive summaries.
• Continuous Learning: Stay abreast of industry trends, emerging technologies, and evolving customer service methodologies.

Essential Qualifications

• Native or C1/C2 proficiency in German; English proficiency is a plus.
• Minimum of 2 years of project or account management experience in a customer service or support environment.
• Deep understanding of service KPIs and the ability to translate data into actionable insights.
• Proficiency in Microsoft Excel, Google Sheets, and CRM/ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
• Strong analytical skills with a track record of using data to drive decision‑making.
• Excellent communication, negotiation, and stakeholder management abilities.
• Self‑motivated, highly organized, and comfortable working independently in a fully remote setting.

Preferred Qualifications

• Experience managing multi‑client portfolios or large-scale support operations.
• Knowledge of agile project management methodologies (Scrum, Kanban).
• Familiarity with customer experience platforms (e.g., Medallia, Qualtrics).
• Background in technology or SaaS support environments.
• Certifications such as PMP, PRINCE2, or Certified Customer Experience Professional (CCXP).

Skills & Competencies

• Strategic Thinking: Ability to align project goals with broader business objectives.
• Data‑Driven Decision Making: Comfortable interpreting complex datasets and translating them into clear actions.
• Leadership & Influence: Inspire teams, manage cross‑functional collaboration, and drive consensus.
• Problem Solving: Quickly diagnose issues, develop solutions, and implement fixes.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Customer‑Centric Mindset: Prioritize the customer experience in every decision.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Project Manager, you will:

• Progress to a Director of Client Success or Head of Service Operations role.
• Lead cross‑regional initiatives and influence global strategy.
• Participate in leadership development programs and mentorship circles.
• Access to industry conferences, workshops, and continuous learning platforms.
• Opportunity to shape the future of remote customer service delivery.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency: Open communication channels and shared knowledge bases.
• Inclusivity: Diverse perspectives are celebrated and integrated into our decision‑making.
• Innovation: Encouragement to experiment, iterate, and adopt cutting‑edge tools.
• Well‑being: Regular virtual coffee breaks, wellness challenges, and mental health resources.
• Community: Monthly town halls, hackathons, and social events that bring the team together.

Compensation & Perks

While specific figures are tailored to experience and market conditions, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to project outcomes and client satisfaction.
• Comprehensive health and dental insurance.
• Flexible work hours and unlimited vacation policy.
• Home‑office stipend to equip your workspace.
• Professional development budget for courses, certifications, and conferences.
• Employee stock‑option plan (ESOP) to share in the company’s success.

How to Apply

Ready to take the next step in your career and join a team that is redefining customer service excellence? Submit your application through the link below and let’s explore how your expertise can help brighthush continue to deliver outstanding client results.