Senior Customer Success Manager – Driving Micro‑SME Growth in Australia with AI‑Powered Back‑Office Solutions – Remote Leadership Role at brighthush

Welcome to brighthush – Empowering the Next Generation of Micro‑SME Success

At brighthush, we’re more than a fintech platform; we’re a catalyst for entrepreneurs who want to focus on what they love. Since our launch in 2017, we’ve blended artificial intelligence, automation, and a relentless customer‑first philosophy to deliver a unified back‑office solution that covers bookkeeping, invoicing, payroll, and compliance. Our mission is simple yet bold: give micro‑SMEs the time, tools, and confidence to grow their businesses while staying compliant and profitable.

With a presence in Singapore, Hong Kong, Australia, and the UK, brighthush serves over 15,000 customers and boasts a vibrant team of 500 people who share a startup mindset. We’ve achieved more than 70% compound annual growth in revenue over the last five years, secured a Series B funding round, and earned recognition from The Financial Times, The Straits Times, Forbes, and LinkedIn as one of the fastest‑growing companies in Asia. We’re on a clear path to becoming one of the few cash‑flow‑positive, tech‑enabled unicorns in the Asia Pacific region.

Role Overview: Your Impact as a Senior Customer Success Manager

As a Senior Customer Success Manager focused on Australia’s micro‑SME market, you will be the linchpin between our customers and the innovative solutions we deliver. You’ll own the end‑to‑end customer journey—from onboarding and adoption to renewal and expansion—ensuring that every client experiences the full value of brighthush’s AI‑powered back‑office platform.

In this remote role, you’ll collaborate closely with our product, sales, and engineering teams, translating customer feedback into actionable insights that shape the future of our platform. Your success will be measured by customer satisfaction scores, renewal rates, and the growth of our customer base in Australia.

Key Responsibilities

• Customer Onboarding & Adoption: Lead the onboarding process for new Australian clients, ensuring a smooth transition to brighthush’s platform and driving early adoption of features such as brighthushBooks, brighthushSign, and our AI‑driven accounting tools.
• Relationship Management: Serve as the primary point of contact for a portfolio of micro‑SME customers, building deep, trust‑based relationships that foster long‑term loyalty.
• Customer Advocacy: Champion the voice of the customer within brighthush, gathering feedback, identifying pain points, and collaborating with product teams to prioritize enhancements.
• Renewal & Expansion: Drive renewal conversations and upsell opportunities, leveraging data‑driven insights to demonstrate ROI and uncover new use cases for our platform.
• Performance Metrics: Track and report on key success metrics (NPS, CSAT, churn, usage analytics) and present findings to senior leadership.
• Cross‑Functional Collaboration: Partner with sales, marketing, and support to create tailored success plans, educational content, and community initiatives.
• Thought Leadership: Represent brighthush at industry events, webinars, and local meetups, positioning the brand as a thought leader in AI‑enabled back‑office solutions.
• Continuous Improvement: Identify process gaps and propose automation or workflow enhancements that improve the customer experience and operational efficiency.

Essential Qualifications

• Minimum of 3 years of experience in customer success, account management, or a related role within the SaaS or fintech space.
• Proven track record of managing a portfolio of mid‑market or enterprise customers, achieving high renewal rates and upsell success.
• Strong understanding of accounting, bookkeeping, and payroll processes—experience with AI‑driven financial tools is a plus.
• Excellent communication skills in English, both written and verbal; proficiency in Australian English idioms is advantageous.
• Data‑driven mindset: comfortable working with CRM (e.g., Salesforce, HubSpot), analytics dashboards, and KPI reporting.
• Self‑motivated, proactive, and able to thrive in a fast‑paced, remote work environment.

Preferred Qualifications

• Experience working with micro‑SMEs or startup founders in the Australian market.
• Background in fintech, digital banking, or corporate secretarial services.
• Knowledge of Australian tax, payroll, and compliance regulations.
• Previous involvement in product feedback loops or beta testing new features.
• Fluency in a second language spoken in the Asia Pacific region (e.g., Mandarin, Cantonese, Tagalog).

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering exceptional service.
• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and craft long‑term success plans.
• Problem‑Solving: Quick to diagnose issues, propose solutions, and follow through until resolution.
• Collaboration: Comfortable working cross‑functionally with product, engineering, sales, and marketing teams.
• Analytical Acumen: Skilled at interpreting data, spotting trends, and making data‑backed recommendations.
• Adaptability: Thrives in a dynamic environment where priorities shift and new challenges arise daily.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship from senior leaders in customer success and product.
• Regular training on the latest AI technologies, industry best practices, and regulatory updates.
• Opportunities to lead cross‑functional projects, such as product launches or market expansion initiatives.
• A clear promotion path to Director of Customer Success or Head of Customer Experience.
• Participation in global conferences, hackathons, and innovation labs.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and a genuine desire to make a difference. Our culture is characterized by:

• Remote‑First Flexibility: Work from anywhere in Australia with a fully equipped home office stipend.
• Inclusive Community: Diverse teams, regular virtual coffee chats, and an open‑door policy for ideas and feedback.
• Startup Mindset: Rapid iteration, experimentation, and a willingness to take calculated risks.
• Impact‑Driven Projects: Every team member’s contribution directly influences the success of our customers and the growth of brighthush.
• Regular team retreats, wellness programs, and social events to foster connection and well‑being.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles in Australia.
• Performance‑based bonuses tied to customer renewal rates, upsell revenue, and NPS improvements.
• Equity options as part of our long‑term incentive plan.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off, parental leave, and a generous wellness stipend.
• Continuous learning budget for courses, certifications, and conferences.

How to Apply

Ready to join a fast‑growing, AI‑driven company that’s reshaping the future of micro‑SME operations? Click the link below to submit your application and become part of the brighthush team.

Apply to brighthush Today

Closing

At brighthush, we’re not just building software—we’re building a community of entrepreneurs who can focus on what they love. If you’re passionate about customer success, thrive in a dynamic environment, and want to make a tangible impact on the growth of micro‑SMEs, we want to hear from you. Join us and help shape the next generation of AI‑powered business solutions.