Senior Customer Success Manager – APAC Strategic Account Leadership & Growth Champion at brighthush

About brighthush and the Future of Network Automation

brighthush is a trailblazer in the network automation space, empowering enterprises worldwide to build, manage, and scale complex network infrastructures with unprecedented agility. By delivering open, composable products and fostering a vibrant community around open‑source solutions, brighthush is redefining how businesses achieve digital transformation. Our portfolio includes cutting‑edge SaaS offerings that streamline network operations, enhance observability, and accelerate time‑to‑value for our customers. As we continue to grow, we are seeking a visionary Senior Customer Success Manager to lead our APAC portfolio and drive long‑term customer success, retention, and expansion.

What You’ll Do

In this role, you will be the trusted advisor for a portfolio of mid‑market and enterprise customers across the APAC region. Your mission is to ensure that every customer realizes sustained value from brighthush’s products and services, translating into strong net revenue retention (NRR) and customer lifetime value (CLV). You will go beyond day‑to‑day account management to shape the future of our Customer Success strategy, processes, and best practices as brighthush scales globally.

• Own NRR and CLV for a diverse portfolio of mid‑market and enterprise customers.
• Develop and execute customer success plans that align with each customer’s business objectives and desired outcomes.
• Drive onboarding, adoption, and ongoing value realization throughout the customer lifecycle.
• Build executive‑level relationships and engage regularly with senior stakeholders to secure trust and partnership.
• Partner with Renewals and Sales teams to lead renewal and expansion conversations, ensuring a seamless handoff and consistent revenue growth.
• Identify and mitigate churn risk through proactive engagement, data‑driven insights, and clear action plans.
• Leverage customer data and health signals to prioritize initiatives and inform strategic decisions.
• Advocate for customer needs internally, influencing Product and Engineering roadmaps to deliver maximum value.
• Coordinate cross‑functional teams (Onboarding, Support, Sales) to deliver a cohesive, frictionless customer experience.
• Contribute to the development of Customer Success playbooks, metrics, and operating models that elevate the maturity of the function.
• Mentor and support junior Customer Success Managers, fostering a culture of growth and collaboration.

What Success Looks Like

• Consistently high and predictable net revenue retention across the portfolio.
• Customers achieving clearly defined, measurable outcomes with brighthush’s solutions.
• Low churn rates and well‑managed renewal cycles with minimal surprises.
• Expansion driven by deep customer adoption and demonstrated value, rather than transactional upselling.
• Recognition as a trusted advisor by key customer stakeholders.
• Continuous improvement of Customer Success processes and maturity across the organization.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role within a SaaS or subscription business.
• Proven track record of driving retention, expansion, and long‑term customer value.
• Experience managing complex, technical customers and enterprise stakeholders.
• Strong ability to translate technical capabilities into tangible business value.
• Comfort owning commercial outcomes, including renewals and expansions.
• Strategic mindset with the ability to execute tactically and deliver results.
• Excellent communication, negotiation, and stakeholder management skills.
• Demonstrated experience working cross‑functionally in a growing organization.

Preferred Qualifications

• Background in infrastructure, networking, DevOps, or automation.
• Experience in a high‑growth or scaling SaaS company.
• Familiarity with open‑source software or developer‑focused platforms.
• Prior experience mentoring or leading other Customer Success Managers.

Skills & Competencies for Success

• Customer‑centric mindset – always putting the customer’s success first.
• Data‑driven decision making – using metrics and health signals to prioritize actions.
• Strategic thinking – aligning customer goals with brighthush’s product roadmap.
• Influence & negotiation – securing executive buy‑in and driving commercial outcomes.
• Collaboration across functions – working seamlessly with Sales, Product, Engineering, and Support.
• Adaptability – thriving in a fast‑paced, evolving environment.
• Mentorship – developing junior team members and fostering a culture of continuous learning.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the value you deliver to our customers. As a Senior Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of our Customer Success organization.
• Collaborate with senior leaders to influence product strategy and roadmap.
• Participate in industry conferences, webinars, and community events to stay at the forefront of network automation trends.
• Access to continuous learning resources, including certifications, workshops, and mentorship programs.
• Clear career pathways to roles such as Director of Customer Success, VP of Customer Experience, or Head of Global Customer Success.

Work Environment & Company Culture

brighthush is built on a foundation of open collaboration, innovation, and community. Our culture is defined by:

• Ownership & Accountability – every team member is empowered to solve problems with meticulous attention to detail.
• Community‑First Mindset – we celebrate the success of our open‑source contributors, users, and customers as part of our extended family.
• Simplicity & Clarity – we prioritize straightforward solutions and clear communication to keep our teams aligned.
• Inclusivity & Diversity – we welcome talent from all backgrounds and are committed to fostering an inclusive workplace.

Compensation & Benefits

While the exact compensation package will be tailored to your experience and location, brighthush offers a competitive salary range of AUD 160,000 – 180,000 per year for this role. In addition to base pay, you can expect:

• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option opportunities to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible work arrangements, including fully remote options across the APAC region.
• Generous paid time off, parental leave, and wellness programs.
• Professional development budget and access to industry conferences.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that is reshaping the network automation landscape. You will work alongside passionate engineers, product leaders, and customer advocates who are committed to delivering open, composable solutions that empower businesses worldwide. Your expertise will directly influence the success of our customers and the evolution of our product portfolio. If you thrive in a fast‑paced, collaborative environment and are eager to make a tangible impact, brighthush is the place for you.

How to Apply

Ready to take the next step in your career? Submit your application through our careers portal or click the link below to apply directly. We look forward to learning how your experience and vision align with brighthush’s growth ambitions.