Senior Customer Success Manager – Driving Retention & Growth for Cloud SaaS at brighthush

About brighthush

brighthush is a leading cloud‑based technology partner that empowers government agencies, non‑profits, and public sector organizations to connect with their constituents through innovative digital solutions. With a global footprint and a deep commitment to public service, brighthush delivers secure, scalable, and user‑friendly platforms that streamline communication, enhance civic engagement, and drive measurable impact. Our culture is built on collaboration, continuous learning, and a shared passion for making a difference in the communities we serve.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic leader responsible for ensuring our clients achieve their desired outcomes while maximizing the value they derive from our cloud SaaS offerings. You will own a portfolio of high‑value accounts, guide cross‑functional teams, and champion initiatives that drive customer retention, expansion, and advocacy. This is a full‑time, remote role based in Australia, offering the flexibility to work from anywhere while staying connected to a vibrant, global team.

Key Responsibilities

• Lead and Inspire: Build, coach, and mentor a high‑performing Customer Success team, fostering a culture of accountability, curiosity, and continuous improvement.
• Account Portfolio Management: Own a strategic portfolio of enterprise clients, developing deep relationships with key stakeholders and acting as the trusted advisor on all aspects of the brighthush platform.
• Retention & Growth Strategy: Design and execute proactive retention plans, identify upsell and cross‑sell opportunities, and collaborate with Sales and Product teams to drive revenue growth.
• Customer Health & Analytics: Leverage Salesforce, Microsoft Teams, and advanced analytics tools to monitor customer health scores, usage patterns, and satisfaction metrics, translating data into actionable insights.
• Onboarding & Enablement: Oversee the seamless onboarding of new clients, ensuring they achieve early success and are equipped with the knowledge and resources to fully adopt the platform.
• Issue Escalation & Resolution: Serve as the final point of escalation for complex customer issues, coordinating cross‑functional responses and ensuring timely, satisfactory resolutions.
• Voice of the Customer: Capture and articulate customer feedback to Product, Engineering, and Marketing teams, driving product enhancements that align with market needs.
• Reporting & Forecasting: Provide accurate forecasting of renewal revenue, churn risk, and expansion opportunities to senior leadership.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in digital government solutions.

Essential Qualifications

• Minimum 5+ years of progressive experience in Customer Success, Account Management, Consulting, or SaaS environments.
• Proven track record of leading teams and delivering measurable retention and growth outcomes.
• Strong familiarity with Salesforce CRM, Microsoft Teams, and data analytics platforms.
• Exceptional communication skills in English, both written and verbal, with the ability to influence stakeholders at all levels.
• Demonstrated ability to manage complex, multi‑stakeholder engagements and navigate ambiguous situations with confidence.
• Experience working remotely in a distributed team environment, with a self‑driven, results‑oriented mindset.
• Higher education (Bachelor’s degree or equivalent) in Business, Marketing, Information Technology, or a related field.

Preferred Qualifications

• Experience in the public sector or with government agencies, especially in digital transformation initiatives.
• Knowledge of cloud infrastructure, API integrations, and data security best practices.
• Prior exposure to customer success metrics such as NPS, CSAT, and churn rate.
• Experience with subscription billing and renewal processes.
• Fluency in additional languages (e.g., French, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Leadership & Coaching: Talent for developing people and building high‑performing teams.
• Data‑Driven Decision Making: Proficiency in interpreting analytics to inform strategy.
• Customer‑Centric Mindset: Passion for delivering exceptional client experiences.
• Collaboration: Skilled at working cross‑functionally with Sales, Product, Engineering, and Marketing.
• Adaptability: Comfortable thriving in a fast‑paced, evolving environment.
• Project Management: Strong organizational skills and the ability to juggle multiple priorities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Regular training sessions on the latest industry trends, product updates, and leadership skills.
• Opportunities to lead cross‑functional initiatives, expanding your influence beyond Customer Success.
• Clear career pathways to senior leadership roles such as Director of Customer Success or VP of Client Experience.
• Support for obtaining certifications in Salesforce, Agile, or Customer Success Management.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. As a remote‑first organization, we empower our teams to work from anywhere while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Digital collaboration tools like Microsoft Teams, Slack, and Zoom.
• Annual virtual retreats and quarterly hackathons to spark creativity.
• A commitment to work‑life balance, with flexible hours and generous paid time off.
• Inclusive hiring practices and a focus on diversity, equity, and belonging.

Compensation & Perks

While specific figures vary by experience and location, 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 retention, expansion, and customer satisfaction metrics.
• Equity options or profit‑sharing plans to align your success with the company’s growth.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible working arrangements, remote‑work stipend, and home‑office equipment allowance.
• Professional development budget for courses, conferences, and certifications.
• Employee assistance programs, mental health resources, and wellness initiatives.

How to Apply

If you are ready to lead a dynamic Customer Success team, drive impactful growth, and shape the future of digital government solutions, we would love to hear from you. Submit your application through the link below and join brighthush in making a lasting difference.

Apply to this role at brighthush

Join brighthush Today

At brighthush, you will be part of a mission‑driven organization that values innovation, collaboration, and the impact of technology on public service. Your expertise will help our clients unlock new levels of engagement, efficiency, and transparency. If you are passionate about customer success, thrive in a fast‑moving SaaS environment, and want to grow your career while contributing to meaningful change, this is the place for you.

We look forward to welcoming you to the brighthush family and embarking on this exciting journey together.