Seasoned Senior Customer Success Manager – Indirect Tax & Tax Technology Solutions Lead, Driving Client Growth, Retention, and Strategic Partnerships at brighthush

Welcome to brighthush – Where Tax Technology Meets Strategic Growth

In a world where consumption taxes evolve at lightning speed, businesses need more than compliance tools – they need a partner who can translate regulatory change into competitive advantage. brighthush is that partner. As a global leader in indirect tax technology, we empower enterprises of all sizes to navigate VAT, GST, excise, and emerging AI‑driven compliance solutions with confidence, agility, and insight. Our mission is simple yet powerful: turn tax compliance from a cost center into a strategic asset that unlocks cash‑flow efficiencies, reduces audit risk, and opens new revenue streams.

Why brighthush is the Place to Grow Your Career

At brighthush, we live by three core principles that shape every decision, product, and interaction:

• Innovation – We invest heavily in research and development, ensuring our platform stays ahead of regulatory changes and market demands.
• Customer Obsession – Every feature, support ticket, and roadmap item is driven by the goal of delivering maximum value to our clients.
• Continuous Learning – From mentorship programs to global conferences, we provide the resources that help you stay at the forefront of indirect tax and customer success.

When you join brighthush, you become part of a community that celebrates diversity, embraces experimentation, and rewards high performance. Our culture is built on collaboration, transparency, and a shared commitment to making tax technology a catalyst for business growth.

Role Overview: Senior Customer Success Manager – Indirect Tax & Tax Technology Solutions

As a Senior Customer Success Manager, you will be the trusted advisor for our Concierge and Advisory customers. You will own the end‑to‑end customer journey, ensuring that each client realizes the full value of our solutions while aligning with brighthush’s strategic objectives. Your influence will span from onboarding to expansion, and you will serve as the bridge between clients and our cross‑functional teams.

Key Responsibilities

1. Client Partnership & Success Planning

• Collaborate with senior stakeholders to define success metrics and craft customized Customer Success Plans that align with each client’s business goals.
• Lead educational workshops, onboarding sessions, and ongoing training initiatives that accelerate product adoption and deepen product knowledge.
• Track progress against key performance indicators, providing transparent reporting and actionable insights to both clients and internal teams.
• Act as the primary point of contact for all client escalations, ensuring timely resolution and maintaining high satisfaction levels.
• Develop and maintain a deep understanding of each client’s industry, regulatory environment, and business strategy to provide tailored guidance.

2. Health Monitoring & Issue Escalation

• Leverage analytics platforms such as Gainsight and Salesforce to monitor usage patterns, identify at‑risk accounts, and proactively address concerns.
• Escalate critical issues to cross‑functional teams (Sales, Professional Services, Product) and champion resolution to maintain high satisfaction levels.
• Conduct quarterly business reviews, presenting data‑driven recommendations that reinforce the value of brighthush’s solutions.
• Collaborate with the Product team to provide customer feedback that informs roadmap decisions.
• Maintain a robust knowledge base of common issues and best practices to accelerate issue resolution.

3. Growth & Commercial Enablement

• Identify upsell and cross‑sell opportunities by assessing client maturity and evolving needs.
• Collaborate closely with the Commercial team to craft tailored proposals, pricing models, and ROI analyses that resonate with prospects.
• Champion a consultative sales approach, ensuring that every engagement is aligned with the client’s long‑term strategy.
• Track expansion metrics and report on revenue impact to senior leadership.
• Participate in joint account planning sessions with Sales and Professional Services to align on growth strategies.

4. Process & Tool Management

• Maintain accurate, up‑to‑date client records in Salesforce, ensuring data integrity for forecasting and reporting.
• Develop and refine internal playbooks, templates, and best‑practice guides that streamline the Customer Success workflow.
• Stay current on industry trends, regulatory changes, and competitive landscape to provide informed guidance to clients.
• Champion continuous improvement initiatives that enhance the efficiency and effectiveness of the Customer Success team.
• Lead the adoption of new tools and technologies that improve client engagement and internal collaboration.

Essential Qualifications

• Minimum of 8 years of professional experience, with at least 3 years in a Customer Success or Account Management capacity.
• Deep expertise in indirect tax, including VAT, GST, and other consumption taxes.
• Bachelor’s degree in Business, Finance, Accounting, or a related field; a Master’s degree or equivalent advanced coursework is highly desirable.
• Proficiency with Salesforce and Gainsight; experience with other CRM or customer success platforms is a plus.
• Hands‑on experience with SaaS implementations and ERP integrations (e.g., SAP, Oracle, Microsoft Dynamics).
• Strong analytical mindset, with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, capable of engaging C‑suite executives and technical teams alike.
• Willingness to travel up to 25% of the time, supporting client visits and internal collaboration.

Preferred Qualifications

• Experience working in cloud‑native environments and understanding of delivery models such as SaaS, PaaS, and IaaS.
• Background in consulting or professional services, providing a holistic view of client engagements.
• Knowledge of AI/ML applications in tax technology and their impact on compliance workflows.
• Previous success in driving retention and expansion metrics within a subscription‑based business model.
• Experience leading cross‑functional teams and managing complex stakeholder relationships.

Skills & Competencies for Success

• Strategic Thinking – Ability to see the big picture and align client initiatives with brighthush’s long‑term vision.
• Customer‑Obsessed Mindset – Passion for delivering exceptional service and advocating for the client’s best interests.
• Problem‑Solving – Skilled at diagnosing complex challenges and crafting innovative solutions.
• Collaboration – Comfortable working cross‑functionally with Sales, Product, Professional Services, and Engineering.
• Data‑Driven Decision Making – Proficient in using analytics to inform strategy and measure success.
• Adaptability – Thrives in a fast‑paced, evolving environment, quickly adjusting to new priorities.
• Leadership – Ability to mentor junior team members and influence cross‑departmental initiatives.
• Communication – Clear, concise, and persuasive in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, we believe that continuous learning fuels both personal and professional growth. As a Senior Customer Success Manager, you will:

• Participate in our Grow My Way program, which offers curated learning paths, mentorship, and leadership development.
• Access industry conferences, webinars, and certification courses to deepen your expertise in indirect tax and customer success.
• Collaborate with global teams, gaining exposure to diverse markets and business models.
• Progress into senior roles such as Director of Customer Success or Head of Client Experience, shaping strategy and influencing product direction.
• Lead initiatives that drive innovation, such as exploring AI/ML enhancements to our compliance engine.
• Contribute to thought leadership pieces, white papers, and case studies that showcase our impact.

Work Environment & Company Culture

brighthush is built on a foundation of inclusion, flexibility, and innovation. Our culture is defined by:

• Obsess Over Customers – Every decision is driven by the goal of delivering unparalleled value.
• Compete to Win – We set ambitious targets and celebrate achievements together.
• Challenge (Y)our Thinking – Diverse perspectives are encouraged to spark breakthrough ideas.
• Act Fast / Learn Fast – Rapid iteration and continuous improvement are embedded in our DNA.
• Stronger Together – Collaboration across teams and geographies is the key to our success.

Our Flex My Way policy supports work‑life balance, offering flexible work arrangements, remote options, and generous time‑off policies. We also champion community impact through our Social Impact Institute, providing paid volunteer days and pro‑bono consulting opportunities.

Compensation & Benefits

While the exact compensation will vary by location, we offer a competitive total rewards package that includes:

• Base salary aligned with market benchmarks.
• Performance‑based incentive program tied to client retention, expansion, and satisfaction metrics.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) retirement plan with company match.
• Flexible vacation, paid holidays, and two company‑wide mental health days.
• Access to Headspace, fitness reimbursement, and Employee Assistance Program.
• Tuition reimbursement, professional development budget, and opportunities for skill‑building.
• Employee Stock Purchase Plan and potential equity awards.

Our benefits are designed to support your well‑being, growth, and long‑term success.

How to Apply

Ready to make a real‑world impact and drive success for our clients? Join brighthush and help shape the future of tax technology. Submit your application today and become part of a team that values innovation, collaboration, and customer obsession.