Senior Customer Success & Account Management Lead – Driving Adoption, Renewal, and Growth for brighthush’s Microsoft 365 Success Platform

About brighthush

brighthush is a trailblazing Human Success Platform that is redefining how organizations empower their people to learn, collaborate, and thrive. Built exclusively for Microsoft 365 and Teams, our solution delivers a single, integrated experience that blends learning, performance, engagement, and AI readiness into one seamless journey. With a growing community of more than 2,000 organizations and millions of users across 60+ countries, brighthush is the trusted partner that helps teams unlock their full potential and drive measurable business outcomes.

Why This Role Exists

As brighthush accelerates its expansion in the ANZ region, we need a dedicated Customer Success Account Manager who can own the entire post‑sale lifecycle for our key accounts. This role blends the trusted‑advisor mindset of Customer Success with the commercial ownership of Account Management, ensuring that every customer not only realizes value but also renews, expands, and becomes a long‑term advocate for brighthush.

What You’ll Do

• Own a portfolio of ANZ customer accounts – from onboarding and adoption to renewal, retention, and expansion.
• Build trusted relationships with day‑to‑day users, champions, decision‑makers, procurement teams, and executive sponsors.
• Lead regular check‑ins and business reviews to understand goals, reinforce value, surface risks, and align brighthush to evolving business needs.
• Drive product adoption and value realization by translating use cases into tangible outcomes through our Human Success Platform.
• Own renewal readiness – monitor timelines, confirm subscription details, identify risk, and prepare customers for renewal conversations.
• Lead commercial renewal conversations – pricing, term alignment, objection handling, paperwork follow‑up, and coordination with internal stakeholders.
• Identify upsell, cross‑sell, and expansion opportunities using customer insight, usage data, stakeholder discovery, and business impact conversations.
• Maintain accurate CRM records – account, contact, subscription, renewal, opportunity, and next‑step data for clean forecasting.
• Use customer health signals – usage trends, support themes, stakeholder changes, and engagement patterns to proactively surface churn risk or expansion potential.
• Partner with internal teams – Product, Support, Technical Success, Marketing, RevOps, Finance, and Sales – to resolve issues, support outcomes, and improve the customer experience.
• Act as the voice of the customer – share feedback, risks, product insights, and market themes that help shape brighthush’s roadmap.
• Contribute to scalable customer success programs – webinars, one‑to‑many engagements, playbooks, templates, and repeatable renewal or adoption motions.

Typical Day in the Life

• Review customer health dashboards, renewal timelines, usage trends, support themes, and CRM updates to prioritize focus areas.
• Lead a customer success check‑in or business review, helping stakeholders connect goals to adoption progress and next steps.
• Follow up on an upcoming renewal – confirm subscription details, align internal stakeholders, prepare the customer, and address commercial questions.
• Collaborate with internal teams to unblock a customer issue or coordinate an escalation.
• Spot an expansion opportunity by noticing increased usage, new stakeholder needs, or broader business priorities.
• Keep account records, renewal notes, opportunities, risks, and next steps current for reliable visibility and forecasting.

What Great Looks Like

• Balances customer empathy with commercial confidence – helping customers succeed while protecting and growing recurring revenue.
• Is proactive and organized, staying ahead of renewal dates, customer risks, stakeholder changes, and expansion signals.
• Leads value‑based conversations that connect customer goals, adoption, product usage, and business impact.
• Comfortably navigates both success and commercial discussions, including renewals, pricing, terms, objections, escalations, and growth opportunities.
• Builds strong relationships across multiple customer personas and multi‑threads beyond a single champion.
• Uses data, CRM insights, customer feedback, and internal context to prioritize time and make smart account decisions.
• Collaborates well cross‑functionally, bringing the right internal partners into customer conversations at the right time.
• Stays calm, clear, and credible under pressure, especially when handling renewal risk, customer dissatisfaction, or commercial pushback.
• Is accountable for follow‑through and keeps customers and internal teams aligned on clear next steps.
• Brings a growth mindset and is excited to shape a more scalable, consistent ANZ customer lifecycle motion.

What You Bring

Required Experience

• 5+ years in B2B SaaS Customer Success, Account Management, Relationship Management, Renewals, or a similar customer‑facing commercial role.
• Proven ability to manage a customer portfolio with accountability for adoption, retention, renewals, and expansion.
• Experience leading or supporting renewal conversations – contract timing, pricing discussions, stakeholder follow‑up, negotiation, and commercial risk management.
• Strong commercial acumen – identify upsell, cross‑sell, user growth, and product expansion opportunities from conversations and usage insights.
• Ability to translate customer goals, adoption patterns, and business challenges into clear success plans, account strategies, and renewal narratives.
• Confidence working with CRM systems, renewal/opportunity records, customer health data, and forecasting inputs; Microsoft Dynamics 365 experience is a plus.
• Strong relationship‑building skills across customer stakeholders – champions, business owners, procurement, senior leaders, and internal partners.
• Excellent written and verbal communication skills – simplify technical or commercial topics for different audiences.
• Experience working with Microsoft 365, Teams, SharePoint, HR technology, learning, engagement, or performance solutions is a strong plus.
• Proactive, accountable, and comfortable operating in a fast‑paced environment where customer success, commercial ownership, and process discipline all matter.

Preferred Experience

• Background in the HR tech or workforce development space.
• Experience with AI‑enabled learning and performance platforms.
• Track record of driving measurable business outcomes through technology adoption.

Skills & Competencies

• Strategic thinking and execution.
• Data‑driven decision making.
• Exceptional stakeholder management.
• Negotiation and influence.
• Project management and organization.
• Customer‑centric mindset.
• Adaptability and resilience.
• Team collaboration and cross‑functional partnership.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Success Account Manager, you will have the chance to:

• Advance into senior Customer Success or Account Management leadership roles.
• Take on strategic projects that shape the future of our platform and customer experience.
• Participate in continuous learning programs – from product deep dives to leadership development workshops.
• Mentor junior team members and contribute to a culture of knowledge sharing.
• Leverage our internal mobility program to explore roles across Sales, Product, and Engineering.

Work Environment & Culture

brighthush is built on a foundation of Human Success, accountability, innovation, and growth. Our culture is defined by:

• Flexibility – Work from home, office, or a hybrid model that suits your lifestyle.
• Transparency – Open communication channels and data‑driven decision making.
• Collaboration – Cross‑functional teams that celebrate shared wins.
• Continuous Improvement – A growth mindset that encourages experimentation and learning.
• Community – Regular team lunches, virtual coffee breaks, and social events that foster connection.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses tied to customer success metrics.
• Health and wellbeing benefits – medical, dental, and vision coverage.
• Generous paid time off – annual leave, discretionary days, and public holidays.
• Parental leave – 6 months paid for mothers and 4 months for fathers or co‑parents.
• Superannuation contribution – 12% of your salary.
• Home office stipend – up to $1,000 to set up a productive workspace.
• Professional development budget – 10% of your working time dedicated to learning.
• Employee referral program and other perks that reward your contributions.

How to Apply

Ready to join a company that is redefining the future of workforce development? Submit your application through our streamlined process – it takes just a few minutes. We review applications weekly and keep you updated throughout the journey. Learn more about how we hire at brighthush.

Apply Now – .