Senior Customer Success Manager – Direct Tax & Cloud Solutions – Driving Client Growth, Retention, and Strategic Partnerships at brighthush

About brighthush

brighthush is a global leader in delivering trusted tax, legal, and compliance solutions that empower professionals to make informed, confident decisions. With a portfolio that blends cutting‑edge cloud technology, deep industry expertise, and a relentless focus on customer success, we help organizations navigate complex regulatory landscapes and unlock sustainable growth. Our mission is simple: to provide the data, insights, and tools that enable our clients to thrive in an ever‑changing world.

Why Join brighthush?

At brighthush, we believe that the most valuable asset is our people. We foster an inclusive culture where curiosity, collaboration, and continuous learning are not just buzzwords—they are the foundation of everything we do. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a supportive environment that rewards innovation, celebrates diversity, and encourages you to make a real impact.

Role Overview

As a Senior Customer Success Manager – Direct Tax & Cloud Solutions, you will be the trusted advisor for a portfolio of concierge and advisory clients. Your mission is to translate complex tax rules and evolving regulations into actionable guidance, ensuring that every client stays ahead of change and makes confident decisions each filing season. You will partner with cross‑functional teams, drive adoption of our suite of offerings, and unlock growth opportunities that align with brighthush’s strategic objectives.

Key Responsibilities

• Client Partnership & Success Definition – Collaborate with clients to co‑create success metrics, develop tailored success plans, and deliver educational initiatives that span the entire customer lifecycle.
• Best‑Practice Development – Curate and share industry best practices, create Customer Success Plans, and work closely with Sales, Professional Services, and Product teams to ensure a seamless experience.
• Health Monitoring & Escalation – Track usage data, monitor customer health scores, and proactively identify and resolve critical concerns. Use insights to recommend strategic adjustments that drive retention.
• Commercial Growth & Upsell – Identify and activate revenue‑generating opportunities, recommend product enhancements based on customer maturity, and collaborate with the commercial team to close upsell and cross‑sell deals.
• Value Realization & Retention – Ensure clients extract maximum value from their investment through targeted engagement, customized training, and continuous improvement initiatives.
• Technology & Data Management – Leverage tools such as Gainsight, Salesforce, and other analytics platforms to maintain accurate client records, pipeline visibility, and financial forecasts.
• Strategic Representation – Build and present business plans, report on market trends and competitor activities, and represent Customer Success in cross‑functional meetings to influence product roadmap and business strategy.

Essential Qualifications

• 8+ years of professional experience, with a minimum of 3 years in a Customer Success or Account Management role.
• Deep knowledge of direct tax regulations, filing processes, and compliance requirements.
• 4‑year college degree (or equivalent) in Accounting, Finance, Business, or a related field.
• Experience working with cloud‑based software solutions and cloud delivery models.
• Strong business acumen, excellent communication skills, and a proven ability to manage complex customer journeys, resolve conflicts, and solve problems.
• Willingness to travel up to 25% of the time to meet clients and attend industry events.

Preferred Qualifications

• Master’s degree or equivalent advanced education.
• Hands‑on experience with Salesforce and other CRM platforms.
• Functional or technical expertise in SaaS implementations and Enterprise Resource Planning (ERP) applications.
• Prior experience in a tax technology or professional services environment.

Core Skills & Competencies

• Strategic Thinking & Business Insight
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Project Management & Multitasking
• Influence & Negotiation
• Change Management & Adoption Leadership
• Technical Proficiency with Cloud Platforms, SaaS, and ERP Systems

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. You will have access to:

• Grow My Way – A structured learning path that includes certifications, workshops, and mentorship programs tailored to your career goals.
• Regular knowledge‑sharing sessions with product experts, tax specialists, and industry thought leaders.
• Opportunities to lead cross‑functional initiatives, present at industry conferences, and contribute to product roadmap discussions.
• Clear advancement tracks from Customer Success Associate to Senior Manager, Director, and VP roles.

Work Environment & Culture

Our culture is built on the principles of inclusion, agility, and impact. We celebrate:

• Flex My Way – Flexible work arrangements, including the ability to work from anywhere for up to 8 weeks per year, empowering you to balance personal and professional commitments.
• Transparent communication and a flat hierarchy that encourages ideas from every level.
• A collaborative atmosphere where cross‑functional teams work together to solve complex challenges.
• Recognition programs that celebrate wins, both big and small.

Compensation, Perks & Benefits

While the exact compensation package varies by location, brighthush offers a competitive total rewards program that includes:

• Base salary plus performance‑based incentives aligned with customer success metrics.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and two company‑wide mental health days.
• Access to wellness resources such as Headspace, fitness reimbursements, and Employee Assistance Programs.
• Tuition reimbursement, professional development stipends, and an Employee Stock Purchase Plan.
• Additional benefits such as commuter support, adoption assistance, and ESG‑focused initiatives.

Social Impact & Community Engagement

brighthush is committed to making a positive difference beyond the office. We encourage employees to:

• Take advantage of two paid volunteer days per year to support local communities.
• Participate in pro‑bono consulting projects that help underserved organizations navigate tax and compliance challenges.
• Engage in ESG initiatives that promote sustainability, diversity, and responsible business practices.

How to Apply

If you are passionate about helping clients navigate the complexities of direct tax, thrive in a fast‑paced environment, and want to grow your career with a forward‑thinking organization, we would love to hear from you. Apply Now and join a team that is redefining the future of tax and compliance.

Closing Statement

At brighthush, we don’t just provide solutions—we empower our clients to achieve excellence. As a Senior Customer Success Manager, you will be at the forefront of that mission, translating regulatory change into tangible value and driving lasting partnerships. If you are ready to make a real‑world impact, shape industry standards, and grow alongside a global leader, we invite you to apply today.