Senior Customer Success Manager – Global Accounting SaaS Leader – Drive Growth, Retention, and Strategic Impact

About brighthush

brighthush is the world’s leading AI‑powered practice management platform for accounting firms, empowering tens of thousands of professionals to work smarter, faster, and more collaboratively. With a presence in 40 countries and a distributed team spanning the United States, Australia, New Zealand, Canada, the United Kingdom, and the Philippines, we combine cutting‑edge technology with deep industry expertise to deliver measurable value to our customers. Our award‑winning cloud platform is trusted by firms of every size, from boutique practices to global enterprises, and we are recognized as a top performer on G2, a Great Place to Work® certified organization, and a finalist on Fortune’s Best Small Workplaces™ list.

At brighthush, we believe that the future of accounting is built on data, automation, and human insight. Our mission is to transform how firms operate, enabling them to focus on advisory services and client relationships while we handle the heavy lifting of workflow, compliance, and collaboration. If you are passionate about technology, data, and helping professionals unlock their full potential, brighthush is the place to grow, innovate, and make a lasting impact.

About the Role

As a Senior Customer Success Manager at brighthush, you will be the General Manager of a portfolio of high‑value accounting firms. Your primary focus will be to own the commercial performance of each account, ensuring that our customers achieve their business goals while driving retention, expansion, and long‑term growth. You will act as a trusted advisor to executive stakeholders, translating complex data into actionable insights and aligning our product roadmap with real‑world business outcomes.

Key Responsibilities

• Commercial Ownership & Growth – Drive measurable value realization within the first 90 days post‑sale, aligning onboarding outcomes to defined business KPIs.
• Own renewal and expansion strategy for your portfolio, proactively identifying cross‑sell and upsell opportunities, including billing, payments, and advanced analytics modules.
• Increase Net Revenue Retention by deepening product adoption, expanding seat counts, and fostering multi‑threaded engagement across each firm.
• Build and maintain an accurate renewal forecast 90–120 days in advance, using data‑driven insights to inform strategy.
• Strategic Customer Leadership – Develop multi‑threaded relationships across decision‑makers, economic buyers, and operational leaders.
• Enable internal champions with structured success plans, ROI articulation, and executive‑ready materials.
• Translate brighthush capabilities into strategic business outcomes, becoming the go‑to expert on accounting firm operations.
• Diagnose root causes of workflow inefficiencies and align product capabilities to measurable firm‑level improvements.
• Create and maintain structured Success Plans tied to customer KPIs and long‑term growth objectives.
• Conduct executive‑level business reviews to measure progress and unlock next best actions.
• Risk & Retention Excellence – Proactively identify churn indicators through behavioral data, health metrics, and qualitative insight.
• Develop structured save plans with clear ROI articulation and executive alignment when risk emerges.
• Contribute to scalable retention methodologies as brighthush expands globally.
• Cross‑Functional Influence – Partner with Sales to support expansion strategy and complex renewal negotiations.
• Collaborate with Implementation, Support, and Education teams to ensure a seamless customer experience across the lifecycle.
• Translate customer insights into structured, data‑backed feedback for Product and Engineering, influencing roadmap priorities.
• Work with Marketing to inform industry‑specific messaging and thought leadership grounded in real customer outcomes.
• Drive cross‑functional alignment to remove friction and deliver measurable customer outcomes.
• AI & Data Fluency – Leverage AI‑driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains.
• Operate in a metrics‑rich environment, using dashboards and insights to prioritize next best actions across your portfolio.

Essential Qualifications

• Based in the United States or Canada, with experience working within distributed, global teams.
• 7+ years of experience in B2B SaaS, ideally within accounting or professional services software.
• Proven track record of owning renewals and driving measurable expansion revenue within complex accounts.
• Strong executive communication skills with the ability to influence firm leaders and articulate ROI clearly and confidently.
• Demonstrated ability to manage a portfolio with commercial rigor, strategic depth, and disciplined prioritization.
• Proficiency with CRM, Customer Success platforms, forecasting tools, and analytics systems.
• Comfortable operating in a data‑driven environment.
• Strong program management capability across cross‑functional stakeholders.
• Willingness to travel periodically for strategic customer engagements and industry events.