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

About brighthush

brighthush is a global leader in delivering cutting‑edge tax, accounting, and compliance solutions that empower professionals to make informed, confident decisions. With a portfolio that blends sophisticated cloud software, data intelligence, and industry expertise, we help organizations navigate complex regulatory landscapes while unlocking new growth opportunities. Our mission is simple yet powerful: to provide trusted, unbiased information that supports justice, truth, and transparency worldwide. At brighthush, we believe that success starts with our customers, and we measure our impact by the value we create for them.

Role Overview

As a Senior Customer Success Manager focused on Direct Tax, you will be the strategic partner for our Concierge and Advisory clients. You will translate intricate tax rules and evolving regulations into actionable guidance, ensuring our customers stay ahead of change and confidently navigate every filing season. Your influence will shape the future benefits for both our clients and brighthush, driving performance, retention, and revenue growth across a portfolio of cloud‑based tax solutions.

Key Responsibilities

• Customer Partnership & Success Planning: Collaborate with clients to define success metrics, develop tailored Customer Success Plans, and deliver educational activities throughout their lifecycle.
• Health & Usage Monitoring: Track usage data, monitor customer health scores, and proactively identify and address critical concerns using insights from tools such as Gainsight and Salesforce.
• Growth & Upsell Enablement: Identify commercial opportunities, recommend enhancements based on customer maturity, and work closely with the commercial team to activate upsell and cross‑sell initiatives.
• Value Realization: Ensure customers extract maximum value from their investment by driving retention, fostering deep engagement, and collaborating with Sales, Professional Services, and Product teams.
• Strategic Insight & Reporting: Build and present business plans, report on market and competitor activity, and represent Customer Success in cross‑functional meetings to support business objectives.
• Project & Change Management: Lead multiple concurrent projects, remove obstacles, and coordinate with internal stakeholders to deliver seamless customer experiences.
• Technology & Process Optimization: Leverage technology platforms to manage client information, pipeline, and financial forecasts accurately, and continuously refine processes for greater efficiency.

Essential Qualifications

• 8+ years of professional experience, with a minimum of 3 years in Customer Success or a related client‑facing role.
• Deep knowledge of Direct Tax regulations and the ability to translate complex rules into practical guidance.
• 4‑year college degree (or equivalent) in Accounting, Finance, Business, or a related field.
• Experience working with cloud software solutions and delivery models.
• Strong business acumen, excellent communication skills, and a proven track record of managing customer journeys, resolving conflicts, and solving problems.
• Willingness to travel up to 25% of the time to meet with clients and internal stakeholders.

Preferred Qualifications

• Master’s degree or equivalent advanced education.
• Hands‑on Salesforce user experience and familiarity with CRM best practices.
• Functional or technical expertise in SaaS implementations and Enterprise Resource Planning (ERP) applications.
• Experience in a high‑growth, technology‑driven environment.
• Demonstrated ability to influence cross‑functional teams and drive strategic initiatives.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional client experiences and a deep understanding of customer needs.
• Analytical Thinking: Ability to interpret data, identify trends, and translate insights into actionable plans.
• Strategic Vision: Capacity to align customer goals with brighthush’s strategic objectives and growth plans.
• Communication & Influence: Strong written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Project Management: Proven ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Adaptability: Comfortable working in a fast‑paced, evolving environment and embracing change.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. You will have access to our Grow My Way learning platform, which offers a wide range of courses, certifications, and mentorship programs designed to sharpen your skills and accelerate your career trajectory. Whether you aspire to become a Customer Success Leader, a Product Strategist, or a Tax Thought Leader, we provide the resources, coaching, and real‑world experience to help you succeed.

Our culture of continuous learning means you’ll regularly engage with industry experts, attend global conferences, and participate in internal knowledge‑sharing sessions. You’ll also have the opportunity to lead cross‑functional initiatives that shape the future of our tax solutions, positioning you as a key contributor to brighthush’s growth.

Work Environment & Culture

brighthush is renowned for its inclusive, collaborative, and flexible work environment. We celebrate diversity and foster a culture where every voice is heard and valued. Our core values—Obsess over Customers, Compete to Win, Challenge Your Thinking, Act Fast / Learn Fast, and Stronger Together—guide everything we do.

We offer flexible work arrangements, including the ability to work from anywhere for up to eight weeks per year. Our Flex My Way program supports employees in balancing personal and professional responsibilities, whether caring for family, giving back to the community, or taking time to recharge.

Our commitment to social impact is reflected in initiatives such as the Social Impact Institute, which provides paid volunteer days and pro‑bono consulting opportunities. We also champion ESG initiatives that align with our mission to uphold justice, truth, and transparency.

Compensation & Benefits

While specific compensation details vary by location, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market standards and individual experience.
• Target sales incentives tied to performance and customer success metrics.
• Comprehensive health, dental, vision, disability, and life insurance plans.
• Competitive 401(k) plan with company match.
• Flexible vacation policy, two company‑wide mental health days, and paid holidays.
• Parental leave, sabbatical options, and tuition reimbursement.
• Access to Headspace, fitness reimbursement, commuter benefits, and an Employee Assistance Program.
• Optional benefits such as hospital, accident, and life insurance, as well as a 529 plan and commuter benefits.

Our benefits package is designed to support your physical, mental, and financial wellbeing, ensuring you can thrive both inside and outside of work.

How to Apply

If you’re ready to join a forward‑thinking organization that values customer success, innovation, and impact, we encourage you to apply today. Bring your expertise, passion, and drive to brighthush, and help shape the future of tax solutions worldwide.

Ready to take the next step? and become part of a team that is redefining success for clients and the industry alike.