Senior Bilingual Customer Success Specialist – Strategic Account Management, Upsell & Revenue Growth Champion (English & Mandarin) – Kuala Lumpur, brighthush

About brighthush and the Opportunity

brighthush is a trailblazing technology partner that is reshaping digital transformation across Southeast Asia. With a portfolio that spans cloud‑native infrastructure, AI‑powered analytics, and world‑class customer‑experience platforms, we empower enterprises to scale, innovate, and stay ahead of the competition. Headquartered in the vibrant tech hub of Kuala Lumpur, brighthush sits at the crossroads of regional innovation, partnering with fintech disruptors, e‑commerce giants, digital‑marketing agencies, and a host of forward‑thinking organisations.

Our philosophy is simple: technology reaches its full potential only when championed by passionate, skilled people. That is why we invest heavily in talent development, fostering a culture of curiosity, collaboration, and continuous learning. As a Senior Bilingual Customer Success Specialist, you will be at the heart of this mission, translating our cutting‑edge solutions into tangible value for our clients.

Why brighthush is the Place to Accelerate Your Career

• Diverse Client Portfolio – Work with a dynamic mix of clients ranging from high‑growth fintech start‑ups to established Fortune 500 corporations.
• Cutting‑Edge SaaS Exposure – Gain hands‑on experience with industry‑leading cloud solutions, AI‑driven analytics, and next‑generation CX platforms.
• Merit‑Based Career Ladder – Clear, transparent promotion pathways that reward impact, innovation, and leadership.
• World‑Class Mentorship – Learn from senior Customer Success leaders who have built and scaled global success programmes.
• Balanced Work Culture – Flexible hours, hybrid work options, and a supportive environment that values work‑life harmony.
• Innovation‑Driven Environment – Regular hackathons, idea‑incubation labs, and cross‑functional projects that keep creativity alive.

Key Responsibilities

As a Senior Bilingual Customer Success Specialist at brighthush, you will act as a trusted strategic advisor for our Mandarin‑ and English‑speaking clients. Your mission is to ensure they achieve measurable outcomes while uncovering new avenues for value creation. Your day‑to‑day responsibilities will include:

• Strategic Client Relationship Management – Build deep, long‑term partnerships with key decision‑makers, understand their business objectives, and align brighthush solutions to drive quantifiable results.
• Revenue Expansion through Upsell & Cross‑Sell – Identify high‑impact opportunities, craft compelling value‑based proposals, and close additional product or service deals that increase client spend.
• New Business Development – Prospect, qualify, and nurture new accounts, conduct thorough needs assessments, and present tailored solutions that showcase brighthush’s unique differentiators.
• Sales Enablement & Reporting – Partner closely with the sales organisation to develop persuasive proposals, maintain accurate pipeline data, and deliver executive‑level dashboards that highlight performance metrics.
• Market & Competitive Intelligence – Continuously monitor industry trends, competitor movements, and customer feedback to refine upsell strategies and influence product roadmap decisions.
• Performance Ownership – Own quarterly targets for upsell revenue, renewal rates, and Net Promoter Score (NPS); develop and execute action plans to exceed them.
• Cross‑Functional Collaboration – Liaise with product, marketing, engineering, and support teams to ensure a seamless end‑to‑end customer journey from onboarding through renewal.
• Process Improvement & Knowledge Sharing – Participate in training sessions, document best practices, and contribute to the evolution of brighthush’s Customer Success playbook.
• Customer Advocacy – Serve as the voice of the customer internally, championing their needs and influencing strategic decisions that enhance product relevance.

Essential Qualifications

• Fluency in both English and Mandarin (written and spoken). Proficiency in Bahasa Malaysia is a distinct advantage.
• Minimum education: SPM or equivalent; higher education (diploma or degree) is welcomed but not mandatory.
• Proven interpersonal skills with a track record of building rapport across multiple industries and cultural contexts.
• Demonstrated ability to meet or exceed revenue targets in a customer‑centric, consultative role.
• Exceptional communication, negotiation, and presentation capabilities.
• Self‑motivated, adaptable, and comfortable thriving in a fast‑paced, evolving environment.
• Fresh graduates are encouraged to apply – we value enthusiasm, a growth mindset, and a genuine passion for customer success.

Preferred Qualifications

• Professional experience in customer success, account management, or SaaS sales within a technology‑focused organisation.
• Hands‑on familiarity with CRM platforms such as Salesforce, HubSpot, or Zoho, and basic data‑analytics tools (e.g., Tableau, Power BI).
• Demonstrated success in B2B upselling or cross‑selling initiatives.
• Background in sectors such as digital marketing, fintech, or e‑commerce.
• Additional language fluency (e.g., Bahasa Indonesia, Tagalog, Thai) is a plus.
• Relevant certifications (e.g., Certified Customer Success Manager, Salesforce Administrator) are highly regarded.

Skills & Competencies

• Customer‑Centric Mindset – Prioritise client outcomes, anticipate needs, and proactively deliver solutions.
• Strategic Thinking – Translate client pain points into actionable upsell opportunities that align with business goals.
• Data‑Driven Decision Making – Leverage metrics, dashboards, and analytics to guide strategy and measure impact.
• Resilience & Persistence – Thrive under target‑driven pressure, bounce back from setbacks, and maintain a positive outlook.
• Influence & Collaboration – Build consensus across functional teams, influence senior stakeholders, and champion the customer voice.
• Time Management & Prioritisation – Juggle multiple accounts, projects, and deadlines while delivering high‑quality results.
• Continuous Learning – Stay abreast of industry trends, product updates, and best practices; share insights with peers.
• Presentation Excellence – Deliver compelling, data‑rich presentations that resonate with both technical and executive audiences.

Career Growth & Learning Opportunities

brighthush is committed to the professional development of every team member. As a Senior Bilingual Customer Success Specialist, you will benefit from:

• Structured Onboarding – A comprehensive induction programme paired with a dedicated mentor from the senior Customer Success Management team.
• Continuous Training – Regular workshops covering product deep‑dives, advanced consultative selling, data analytics, and emerging CX trends.
• Leadership Pathways – Clear progression routes to Senior Customer Success Manager, Team Lead, Director of Customer Success, and executive leadership roles.
• Project Ownership – Opportunities to lead cross‑functional initiatives, present findings to the executive board, and influence product roadmap decisions.
• Certification Support – Financial assistance for industry‑recognised certifications such as CCSP, CSPO, or Salesforce Administrator.
• Global Exposure – Collaboration with brighthush offices across the region, providing a broader perspective on international market dynamics.

Work Environment & Company Culture

At brighthush, culture is the engine that drives performance. Our workplace is characterised by:

• Flexibility & Hybrid Work – Choose a blend of office and remote work that suits your lifestyle while staying connected to the team.
• Collaborative Spaces – Open‑plan offices designed for brainstorming, quick huddles, and spontaneous idea exchange.
• Innovation Programs – Quarterly hackathons, innovation challenges, and “Idea‑Pitch” sessions that reward creativity.
• Diversity & Inclusion – Policies that celebrate cultural diversity, gender equity, and neuro‑diversity, ensuring every voice is heard.
• Recognition & Rewards – Employee‑of‑the‑Month awards, spot bonuses, and public acknowledgment of outstanding contributions.
• Well‑Being Initiatives – On‑site wellness rooms, mental‑health days, and access to fitness partners.

Compensation, Perks & Benefits

While exact figures are tailored to experience and market benchmarks, brighthush offers a competitive total rewards package that typically includes:

• Base salary aligned with senior‑level market standards in Kuala Lumpur.
• Performance‑based bonuses tied to upsell revenue, renewal rates, and customer satisfaction metrics.
• Comprehensive health coverage (medical, dental, vision) for you and eligible dependents.
• Retirement savings plan with generous company matching contributions.
• Paid time off – vacation days, personal days, and public holidays, plus additional days for cultural observances.
• Professional development budget for courses, conferences, and certifications.
• Employee referral programme with attractive incentives.
• Technology stipend for home‑office setup and mobile devices.
• Annual company‑wide retreats and team‑building outings.

How to Apply

If you are ready to leverage your bilingual expertise, strategic mindset, and passion for revenue growth to make a tangible impact on brighthush’s clients, we want to hear from you. Please submit your updated resume along with a concise cover letter that highlights:

• Your experience driving upsell and cross‑sell initiatives in a SaaS or technology environment.
• Specific examples of how you have built and nurtured long‑term client relationships in English and Mandarin.
• Why brighthush’s mission and culture resonate with your career aspirations.

Applications are accepted through our online portal. We review submissions on a rolling basis, so early applications are encouraged.

Join brighthush – Shape the Future of Customer Success

At brighthush, you will be part of a high‑performing team that values curiosity, accountability, and impact. Your work will directly influence the success of leading organisations across Southeast Asia, while providing you with a clear pathway to senior leadership. Take the next step in your career, unleash your bilingual advantage, and become a catalyst for growth at brighthush.

Apply today and start your journey toward becoming a revenue‑driving champion for brighthush’s most valuable customers.