Senior Customer Success Manager – Direct Tax & Cloud Solutions, Remote (US) – 8+ Years Experience, 25% Travel

About brighthush

brighthush is a global leader in delivering trusted content and cutting‑edge technology solutions to legal, tax, accounting, compliance, government, and media professionals. With a legacy of innovation spanning more than a century, brighthush empowers its clients to navigate complex regulatory landscapes, streamline operations, and unlock new growth opportunities. Our mission is to provide the most reliable, insightful, and user‑friendly tools that help professionals make smarter decisions, faster.

As a forward‑thinking organization, brighthush is committed to fostering a culture of collaboration, continuous learning, and inclusive excellence. We believe that our people are our greatest asset, and we invest heavily in their professional development, well‑being, and career progression. Whether you are a seasoned industry veteran or an ambitious early‑career professional, brighthush offers a dynamic environment where your ideas can shape the future of the industry.

Position Overview

We are seeking an experienced Senior Customer Success Manager to lead the direct tax segment of our cloud‑based solutions. In this role, you will be the primary advocate for our clients, ensuring they achieve maximum value from our platform, driving retention, and identifying opportunities for upsell and cross‑sell. You will work closely with sales, product, and engineering teams to translate customer feedback into actionable product enhancements.

Key attributes for success include a deep understanding of direct tax processes, a proven track record in customer success, strong business acumen, and the ability to travel up to 25% of the time to meet clients in person.

Key Responsibilities

• Client Relationship Management: Serve as the trusted advisor for a portfolio of high‑value direct tax clients, building lasting relationships and ensuring their success with brighthush’s cloud solutions.
• Retention & Growth: Drive customer retention through proactive engagement, health monitoring, and renewal strategies. Identify upsell and cross‑sell opportunities that align with client objectives.
• Health & Success Metrics: Monitor and analyze customer health scores, usage data, and satisfaction metrics. Develop and execute action plans to address any gaps.
• Onboarding & Adoption: Lead the onboarding process for new clients, ensuring smooth implementation, training, and adoption of the platform.
• Feedback Loop: Capture customer insights and relay them to product, engineering, and marketing teams to influence roadmap decisions.
• Collaboration: Partner with sales, marketing, and technical support to create a seamless customer experience from prospect to advocate.
• Reporting & Forecasting: Prepare regular reports on account status, renewal forecasts, and growth opportunities for senior leadership.
• Travel: Conduct on‑site visits and executive briefings in key markets (NY, IN, OH, and other U.S. locations) as required.

Essential Qualifications

• Minimum 8 years of professional experience in a customer‑facing role, with at least 3 years in customer success within the tax or finance technology space.
• Strong knowledge of direct tax regulations, compliance, and reporting across U.S. jurisdictions.
• Bachelor’s degree (or equivalent) in Accounting, Finance, Business Administration, or a related field.
• Proficiency with cloud‑based SaaS platforms, CRM systems (Salesforce), and customer success tools (Gainsight).
• Demonstrated ability to manage complex, multi‑stakeholder relationships and deliver measurable business outcomes.
• Excellent communication, presentation, and negotiation skills in English.
• Willingness to travel up to 25% of the time for client engagements and internal events.

Preferred Qualifications

• Experience with tax technology solutions such as tax compliance, tax calculation, or tax filing platforms.
• Advanced certifications in tax (e.g., CPA, EA) or customer success (e.g., Certified Customer Success Manager).
• Background in data analytics, with the ability to interpret usage metrics and translate them into actionable insights.
• Experience leading cross‑functional initiatives and driving product roadmap alignment.
• Knowledge of additional languages or international tax environments.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s business objectives.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical Acumen: Strong quantitative skills to assess health metrics, usage trends, and financial impact.
• Project Management: Proven track record of managing multiple accounts and initiatives simultaneously.
• Collaboration & Influence: Skilled at working with cross‑functional teams and influencing stakeholders at all levels.
• Adaptability: Comfortable navigating a fast‑paced, evolving technology landscape.
• Tech Savvy: Comfortable with cloud technologies, APIs, and data integrations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will have the opportunity to:

• Progress to a Director or VP of Customer Success role, overseeing a larger portfolio and shaping the customer success strategy.
• Lead cross‑functional initiatives, such as product launches or global expansion projects.
• Participate in executive‑level strategy sessions, influencing the direction of our direct tax solutions.
• Access to a robust learning ecosystem, including online courses, industry conferences, and internal knowledge sharing.
• Mentor junior team members and contribute to the development of the next generation of customer success leaders.

Work Environment & Culture

brighthush offers a flexible, remote‑first work model that empowers you to balance professional and personal commitments. Our culture is built on:

• Collaboration: Regular virtual town halls, cross‑team workshops, and open communication channels.
• Innovation: A focus on continuous improvement, encouraging experimentation and data‑driven decision making.
• Inclusivity: A diverse workforce that values different perspectives and promotes belonging.
• Well‑Being: Comprehensive wellness programs, mental health resources, and flexible scheduling.
• Recognition: Regular awards, spot bonuses, and peer recognition initiatives.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent. While the base salary range for this role is $93,100 – $172,900 per year, the final compensation will reflect your experience, performance, and the value you bring to brighthush.

Benefits include:

• 401(k) plan with company match.
• Generous paid time off (PTO) and flexible vacation policy.
• Tuition reimbursement and professional development stipend.
• Health, dental, and vision insurance plans.
• Comprehensive retirement plan options.
• Generous parental leave for new parents.
• Employee assistance program (EAP) and mental health support.
• Wellness stipend and access to fitness resources.
• Annual company retreats and team‑building events.

How to Apply

If you are a seasoned customer success professional with a passion for direct tax technology and a desire to make a tangible impact, we invite you to join the brighthush team. Click the link below to submit your application and take the next step in your career.