Senior Customer Success Manager – Direct Tax & Cloud Solutions (Remote, NY/IN/OH) – Champion Client Growth, Compliance Excellence, and Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers professionals across tax, accounting, legal, and compliance with intelligent, cloud‑native solutions. Our mission is to simplify complex regulatory landscapes, enabling our clients to make confident, data‑driven decisions every filing season. With a global footprint and a culture rooted in innovation, collaboration, and customer obsession, brighthush is at the forefront of the next wave of enterprise software.

Why This Role Matters

As a Senior Customer Success Manager – Direct Tax, you will be the linchpin between our sophisticated tax platform and the professionals who rely on it. Your expertise will translate intricate tax rules and evolving regulations into actionable guidance, ensuring clients stay ahead of change and achieve measurable business outcomes. In a world where compliance risk can cost millions, your role is critical to preserving trust, driving retention, and unlocking growth opportunities.

Industry Landscape & Our Vision

The tax technology space is evolving at breakneck speed. New regulations, data privacy mandates, and the shift to cloud-first operations demand that firms not only keep up but lead. brighthush is building the future of tax compliance by marrying cutting‑edge AI, real‑time analytics, and a user‑centric design philosophy. We are not just a software vendor; we are a partner that walks with our clients through every audit, every filing, and every strategic decision.

Your Impact as a Senior Customer Success Manager

In this role, you will:

• Serve as the primary advocate for our clients, translating their needs into product enhancements.
• Drive adoption of new features and regulatory updates, ensuring seamless integration into clients’ workflows.
• Identify and nurture upsell and cross‑sell opportunities that align with clients’ long‑term goals.
• Build and maintain deep, trust‑based relationships with key stakeholders across finance, audit, and executive teams.
• Champion a culture of continuous improvement by feeding back market insights to product and engineering.

Key Responsibilities

Client Partnership & Success Definition

• Collaborate with clients to co‑define success metrics, develop tailored success plans, and deliver educational initiatives throughout their lifecycle.
• Conduct quarterly business reviews (QBRs) that highlight value delivered, uncover new needs, and set the stage for future growth.
• Act as the point of contact for all client escalations, ensuring rapid resolution and client satisfaction.

Strategic Engagement & Growth

• Identify upsell and cross‑sell opportunities, recommend platform enhancements, and work closely with the commercial team to accelerate revenue.
• Develop and execute account expansion plans that align with clients’ strategic objectives.
• Leverage data to forecast renewal probabilities and identify churn risks.

Health Monitoring & Issue Escalation

• Track usage analytics, monitor health scores, and proactively address critical concerns using data‑driven insights.
• Implement proactive outreach programs for high‑risk accounts.
• Coordinate with support and engineering to resolve technical issues swiftly.

Best‑Practice Development

• Create and share customer success playbooks, case studies, and best‑practice guides that resonate across industries.
• Lead workshops and webinars that educate clients on new regulations and platform capabilities.
• Maintain a knowledge base that evolves with regulatory changes.

Technology & Process Mastery

• Leverage tools such as brighthush Analytics, brighthush CRM, and internal analytics dashboards to manage client data, forecast pipelines, and report on performance.
• Continuously refine processes to improve efficiency and client experience.
• Stay current on emerging technologies that can enhance our platform.

Cross‑Functional Representation

• Present market intelligence, competitor insights, and customer feedback to product, sales, and executive teams, influencing roadmap decisions.
• Collaborate with product managers to prioritize features that deliver the highest client value.
• Serve as a bridge between technical teams and business stakeholders.

Project & Change Management

• Lead multiple concurrent initiatives, ensuring seamless implementation of new features and regulatory updates for clients.
• Develop project plans, timelines, and resource allocations.
• Track progress and communicate status to stakeholders.

Essential Qualifications

• 8+ years of professional experience, with a minimum of 3 years in a customer success or account management capacity.
• Deep knowledge of direct tax regulations, filing processes, and compliance frameworks.
• 4‑year bachelor’s degree in Accounting, Finance, Business, or a related field.
• Hands‑on experience with cloud‑based SaaS solutions and delivery models.
• Exceptional business acumen, communication, and problem‑solving skills; adept at navigating complex client journeys.
• Willingness to travel up to 25% of the time to meet with key stakeholders.

Preferred Qualifications

• Master’s degree or equivalent advanced certification.
• Proficiency in brighthush CRM administration and reporting.
• Functional or technical expertise in SaaS implementations and Enterprise Resource Planning (ERP) systems.
• Experience in the tax technology space or with tax advisory firms.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering value and building long‑term relationships.
• Analytical Thinking – Ability to interpret data, identify trends, and translate insights into action.
• Strategic Vision – Seeing the big picture while managing day‑to‑day execution.
• Communication Excellence – Clear, concise, and persuasive in both written and verbal formats.
• Collaboration & Influence – Working effectively across sales, product, support, and executive teams.
• Adaptability – Thriving in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the solutions we deliver. As a Senior Customer Success Manager, you will:

• Progress into leadership roles such as Director of Customer Success or Head of Tax Solutions.
• Participate in our Grow My Way program, which offers structured learning paths, mentorship, and certifications.
• Attend industry conferences, webinars, and internal knowledge‑sharing sessions to stay ahead of regulatory changes.
• Lead cross‑functional initiatives that shape product strategy and drive market expansion.
• Earn recognition through our annual Customer Success Excellence Awards and receive performance‑based bonuses.

Work Environment & Culture

brighthush fosters a culture of inclusion, agility, and continuous improvement. Our core values—Obsess Over Customers, Compete to Win, Challenge Your Thinking, Act Fast / Learn Fast, and Stronger Together—guide every decision. We celebrate diversity, encourage open dialogue, and empower employees to bring their authentic selves to work.

Our remote‑first model offers flexibility, allowing you to work from anywhere in the United States while maintaining strong collaboration through virtual tools and regular all‑hands meetings. We also host quarterly in‑person retreats to strengthen team bonds and share strategic vision.

Compensation & Perks

While specific figures vary by location, our total reward package is competitive and includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based incentives and potential equity participation.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) plan with company match.
• Generous paid time off, including flexible vacation, mental health days, and paid holidays.
• Parental leave, sabbatical options, and adoption assistance.
• Professional development budget, tuition reimbursement, and access to an employee assistance program.
• Wellness initiatives such as fitness reimbursements, mindfulness app access, and wellness challenges.
• Volunteer days and opportunities to contribute to community projects through our Social Impact Institute.
• Annual tech stipend for home‑office upgrades.

How to Apply

If you are ready to lead the charge in transforming tax compliance for our clients, we invite you to apply. Join brighthush and help shape the future of tax technology while advancing your career in a supportive, innovative environment.

Apply to this role now

Equal Opportunity Employer

brighthush is committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds, identities, and experiences, and we provide reasonable accommodations for qualified individuals with disabilities.

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