Senior Customer Success Manager – Enterprise Software & HR Technology – 8+ Years Experience – Drive Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a trailblazing force in the world of AI‑powered skills management, seamlessly blending learning, real‑time skills intelligence, and workforce insights to empower organizations worldwide. With a global footprint that spans continents and industries, brighthush is redefining how businesses develop, track, and leverage talent in an ever‑evolving digital landscape. Our mission is simple yet ambitious: to unlock the full potential of every employee, enabling companies to stay ahead of the curve and thrive in the age of data‑driven decision making.

Why Join brighthush?

As a Senior Customer Success Manager at brighthush, you will be at the forefront of transforming enterprise customer experiences. You’ll collaborate with C‑suite leaders, product teams, and data scientists to ensure our clients not only adopt our platform but also realize measurable business outcomes. If you thrive in a fast‑paced, high‑impact environment and are passionate about driving customer success at scale, brighthush offers you the platform, the people, and the purpose to elevate your career.

Key Responsibilities

• Strategic Customer Advocacy: Serve as the trusted advisor for a portfolio of 30+ enterprise accounts, each with a book of business exceeding $7 M. Translate business objectives into actionable success plans that align with the client’s roadmap.
• Adoption & Engagement: Champion product adoption through tailored onboarding, training, and continuous engagement initiatives. Leverage data analytics to identify usage patterns, surface insights, and recommend enhancements that drive value.
• Retention & Expansion: Own the end‑to‑end customer lifecycle, from renewal negotiations to upsell opportunities. Proactively manage churn risk, conduct health checks, and collaborate with sales and product to secure renewals and expansion revenue.
• Cross‑Functional Leadership: Partner with Sales, Product, Marketing, and Support to create a unified customer experience. Provide feedback loops that inform product roadmap and service improvements.
• Thought Leadership & Knowledge Sharing: Develop and deliver executive‑level presentations, case studies, and best‑practice guides that showcase the impact of brighthush’s solutions.
• Metrics & Reporting: Own key success metrics (NPS, CSAT, adoption rates, renewal rates). Build dashboards and reports that provide actionable insights to both customers and internal stakeholders.
• Process & Tool Optimization: Continuously refine customer success processes, leveraging tools such as Salesforce, ChurnZero, and Microsoft Office Suite to increase efficiency and scalability.

Essential Qualifications

• Minimum of 8 years of progressive experience in Customer Success, Account Management, Consulting, Sales, or Professional Services within enterprise software or HR technology.
• Proven track record managing a portfolio of 30+ enterprise customers with a combined book of business of at least $7 M.
• Strong business acumen with a Bachelor’s degree in Business, Education, or a related field (or equivalent professional experience).
• Exceptional communication skills, capable of articulating complex concepts to C‑suite executives and technical teams alike.
• Demonstrated ability to drive adoption, retention, and expansion in a subscription‑based business model.
• Experience with CRM and customer success platforms (Salesforce, ChurnZero) and proficiency in Microsoft Office (PowerPoint, Excel, Word, Outlook).
• Fluency in English; additional language skills are a plus.

Preferred Qualifications

• Experience in the HR technology or learning & development sector.
• Background in data analytics or data‑driven decision making.
• Knowledge of AI and machine learning concepts as they apply to talent management.
• Prior experience leading remote or distributed teams.
• Certifications in Customer Success Management (CSM), Project Management (PMP), or related fields.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Relationship Building: Proven skill in cultivating long‑term partnerships with enterprise stakeholders.
• Analytical Mindset: Comfortable interpreting data, spotting trends, and translating insights into action.
• Project Management: Adept at coordinating cross‑functional initiatives with tight deadlines.
• Adaptability: Thrives in a dynamic environment where priorities shift rapidly.
• Customer‑Centricity: Deep commitment to delivering exceptional value and exceeding expectations.

Career Growth & Learning Opportunities

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

• Progress to Director of Customer Success or Head of Enterprise Accounts within 2–3 years.
• Lead global initiatives that shape the future of talent management technology.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a curated library of courses, certifications, and learning paths to deepen your expertise in AI, data analytics, and customer success best practices.
• Collaborate with cross‑functional teams to influence product strategy and innovation.

Work Environment & Culture at brighthush

brighthush champions a culture of inclusivity, curiosity, and continuous improvement. Our remote‑first model empowers you to work from anywhere in Australia while staying connected through weekly virtual huddles, quarterly town halls, and an internal social platform. We celebrate diversity, encourage open dialogue, and reward bold ideas that drive customer success.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to customer retention, expansion, and adoption metrics.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible work arrangements and generous paid time off.
• Professional development stipend and access to industry‑leading training resources.
• Employee stock purchase plan and equity options for long‑term growth.
• Wellness programs, mental health support, and a culture that values work‑life balance.

How to Apply

Ready to take the next step in your career and help enterprises unlock their talent potential? Click the link below to submit your application, or send your resume and cover letter directly to [email protected]. We look forward to exploring how your expertise can elevate our customer success journey.