Strategic B2B Customer Experience & Account Success Manager – Wholesale, Corporate Gifting & Marketplace Operations

About brighthush

At brighthush, we are redefining the intersection of comfort, mental wellness, and inclusive design. As one of the fastest‑growing direct‑to‑consumer brands, we create apparel and lifestyle products that do more than just look good – they foster a sense of belonging, support mental health, and empower every individual who wears them. Our community‑first philosophy means we invest heavily in the people who trust us, whether they are retail shoppers or business partners placing bulk orders, corporate gifts, or marketplace purchases. Joining brighthush means becoming part of a purpose‑driven organization where your work directly contributes to a healthier, more comfortable world.

Why This Role Matters

The B2B Customer Experience & Account Success Manager is the linchpin that ensures our business customers receive a seamless, delightful experience from the moment they inquire about a product to the final delivery and beyond. In this role, you will champion the voice of our wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace partners, translating their needs into operational excellence and sustained revenue growth. Your success will be measured by higher satisfaction scores, increased repeat purchases, and a smoother, more scalable B2B support operation.

Key Responsibilities

B2B Customer Experience & Account Support

• Own the full lifecycle of the B2B customer journey for wholesale, bulk, corporate gifting, and marketplace accounts.
• Serve as the primary point of contact for all business inquiries, including order status, product availability, pricing, shipping, returns, and escalations.
• Develop and nurture long‑term relationships with business clients through proactive communication, timely issue resolution, and personalized service.
• Establish and enforce consistent service standards and communication workflows across every B2B touchpoint.
• Gather deep insights into client needs and translate them into tailored solutions that drive repeat business.

Wholesale, Bulk Ordering & Corporate Gifting Management

• Coordinate large‑volume orders, recurring purchases, special gifting projects, and time‑sensitive deliveries.
• Partner with Operations, Inventory, and Finance to verify product availability, ensure order accuracy, and meet delivery timelines.
• Facilitate custom order requests, unique packaging, gift messages, and other program‑specific requirements.
• Monitor order progress, flag potential delays, and communicate proactively with clients to manage expectations.
• Identify workflow improvements that increase order frequency, reduce friction, and enhance the overall B2B offering.

Marketplace & Retail Platform Support

• Manage B2B interactions on wholesale retail marketplaces and other ordering platforms.
• Handle order modifications, cancellations, shipment tracking, delivery exceptions, returns, and claims in line with marketplace policies.
• Collaborate with internal teams and external platform partners to resolve recurring challenges and improve the marketplace experience.
• Maintain meticulous documentation of customer interactions, orders, and case resolutions for transparency and continuous improvement.

Order Management & Cross‑Functional Coordination

• Oversee the end‑to‑end B2B order lifecycle, ensuring data accuracy from order entry through final delivery.
• Work closely with E‑commerce, Operations, Finance, and Customer Experience teams to troubleshoot issues and streamline processes.
• Support quote generation, invoicing, payment follow‑ups, shipping arrangements, and any account‑specific nuances.
• Define clear escalation pathways for high‑priority orders and fulfillment exceptions.
• Analyze operational bottlenecks and recommend technology or process enhancements that reduce errors and delays.

Process Improvement & Performance Reporting

• Create and maintain SOPs, FAQs, communication templates, and workflow diagrams for all B2B programs.
• Track key performance indicators such as response time, resolution time, order accuracy, on‑time delivery, customer satisfaction, repeat purchase rate, and issue trends.
• Leverage customer feedback and support data to pinpoint recurring pain points and develop actionable improvement plans.
• Produce regular performance dashboards and executive summaries that highlight successes, challenges, and growth opportunities.
• Scale support processes and tools as the volume of business accounts expands.

Essential Qualifications

• 3–5+ years of experience in customer experience, account management, customer success, wholesale operations, e‑commerce operations, or B2B support.
• Proven track record supporting business customers, wholesale accounts, bulk orders, corporate gifting programs, or marketplace operations.
• Strong grasp of order management, inventory coordination, shipping logistics, and post‑purchase support.
• Exceptional written and verbal communication skills, with the ability to build trust and credibility with senior business stakeholders.
• Advanced project management and organizational abilities; comfortable juggling multiple accounts, orders, and deadlines simultaneously.
• Demonstrated expertise in troubleshooting, escalation handling, and cross‑functional coordination.
• Proficiency with CRM platforms, order management systems, customer service tools, and advanced spreadsheet functions.
• Detail‑oriented, proactive mindset with a strong sense of ownership and accountability.

Preferred (Nice‑to‑Have) Qualifications

• Experience with wholesale marketplaces such as brighthush or similar B2B retail platforms.
• Background managing corporate, employee, client, or seasonal gifting programs.
• Familiarity with e‑commerce platforms, ERP systems, inventory management tools, and shipping integrations.
• History of designing and documenting SOPs, support workflows, and operational playbooks.
• Ability to translate customer service metrics and order data into strategic business decisions.

Core Skills & Competencies

• Customer‑Centric Thinking: Always prioritize the client’s perspective and anticipate needs before they arise.
• Analytical Acumen: Comfortable interpreting data, spotting trends, and making data‑driven recommendations.
• Collaboration: Skilled at partnering with cross‑functional teams—operations, finance, product, and tech—to deliver seamless outcomes.
• Communication: Clear, concise, and persuasive in both written and verbal interactions, tailored to diverse business audiences.
• Problem‑Solving: Ability to stay calm under pressure, quickly diagnose issues, and orchestrate effective resolutions.
• Process Orientation: Passion for building repeatable, scalable processes that improve efficiency and customer delight.
• Technology Savvy: Comfortable navigating CRM, order management, and analytics tools; quick to adopt new platforms.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. In this role you will:

• Gain exposure to end‑to‑end B2B operations across wholesale, gifting, and marketplace channels.
• Lead cross‑functional initiatives that directly influence product, logistics, and technology roadmaps.
• Access mentorship from senior leaders in customer experience, operations, and strategy.
• Participate in continuous learning programs, including certifications in project management, data analytics, and customer success.
• Position yourself for future leadership roles such as Director of B2B Operations, Head of Customer Success, or VP of Commercial Partnerships.

Work Environment & Culture at brighthush

brighthush fosters a remote‑first, inclusive, and purpose‑driven culture. Our core values revolve around empathy, creativity, and relentless improvement. As a team member you will experience:

• Flexibility: Fully remote work with flexible hours that respect work‑life balance.
• Collaboration: Regular virtual coffee chats, cross‑team brainstorming sessions, and an open‑door policy with leadership.
• Inclusivity: A commitment to diverse perspectives, with employee resource groups and ongoing DEI training.
• Wellness Focus: Access to mental‑health resources, mindfulness workshops, and a culture that encourages taking breaks and recharging.
• Community Impact: Opportunities to contribute to charitable initiatives that align with our mission of mental wellness and comfort.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive salary package complemented by a robust benefits suite, including:

• Generous paid time off and holidays.
• Company‑covered health, dental, and vision insurance.
• 5% 401(k) match to help you plan for the future.
• Employee discount on all brighthush products.
• Professional development stipend for courses, conferences, or certifications.
• Wellness allowance for mental‑health apps, fitness classes, or ergonomic home‑office equipment.
• Regular virtual team events, wellness challenges, and recognition programs.

How to Apply

If you are passionate about delivering world‑class B2B experiences, thrive in a fast‑moving environment, and want to make a tangible impact on a brand that cares about comfort and mental wellness, we would love to hear from you. Click the link below to submit your application, resume, and a brief cover letter outlining why you are the perfect fit for this role at brighthush.

Apply To This Job

Join the brighthush Mission

At brighthush, every product, every interaction, and every employee is guided by a single purpose: to make people feel seen, supported, and comfortable. As our B2B Customer Experience & Account Success Manager, you will be at the heart of that mission, turning business relationships into lasting partnerships and ensuring that our commercial customers experience the same level of care we give to our retail shoppers. Take the next step in your career and help us illuminate the path to comfort and well‑being for businesses everywhere.