Senior Customer Success Manager – Global Public Sector & Digital Transformation Leadership

About brighthush

brighthush is a trailblazing GovTech pioneer that empowers governments worldwide to connect with their citizens through cutting‑edge digital solutions. With a portfolio that spans cloud‑based communications, website design, meeting & agenda management, records management, and digital services, we help public sector organizations in the U.S., U.K., Australia, New Zealand, Canada, and beyond build stronger, more transparent relationships with the communities they serve. Our mission is simple: to make government more accessible, responsive, and inclusive by delivering technology that brings people together.

For the past 25 years, brighthush has served over 5,500 federal, state, and local agencies, supporting more than 300 million citizen subscribers. Our solutions are trusted by governments to streamline interactions, disseminate critical information, and drive meaningful change. Recognized on the GovTech 100 list for five consecutive years and celebrated as one of the best places to work by BuiltIn, brighthush is a place where innovation meets purpose.

Why This Role Matters

As the Senior Customer Success Manager for our ANZ (Australia & New Zealand) region, you will be the catalyst that turns technology adoption into measurable impact. You will lead a high‑performing team, partner with cross‑functional leaders, and champion a culture of continuous improvement. Your work will directly influence customer retention, advocacy, and sustainable growth across our public sector portfolio.

Key Responsibilities

• Team Leadership & Development – Build, coach, and inspire the ANZ Success team, setting clear expectations for outcomes, productivity, and professional growth.
• Strategic Customer Lifecycle Management – Design and implement structured engagement plans that align customer priorities with measurable value.
• Risk & Retention Management – Own the early identification of at‑risk accounts, orchestrate recovery plans, and ensure timely, cross‑functional resolution.
• Data‑Driven Insight & Forecasting – Maintain accurate portfolio, churn, and renewal forecasts; translate customer health data into actionable insights.
• Cross‑Functional Collaboration – Partner with Sales, Implementation, Support, Product, and Marketing to streamline onboarding, adoption, and issue resolution.
• Process & System Champion – Advocate for consistent use of tools, processes, and documentation while tailoring global standards to ANZ public‑sector nuances.
• External Representation – Represent brighthush at customer, partner, and industry forums, strengthening our reputation and building trusted relationships.
• AI & Automation Stewardship – Leverage approved AI tools responsibly to enhance analysis, prioritization, and communication, ensuring compliance with privacy and security policies.

Essential Qualifications

• Minimum five years of progressive experience in Customer Success, Account Management, or a comparable customer‑facing discipline.
• Proven track record of leading, coaching, and developing high‑performing teams.
• Hands‑on experience managing customer retention, adoption, risk, and growth across a portfolio.
• Strong commercial acumen: ability to translate customer outcomes into revenue impact.
• Experience working with public‑sector or civic‑technology customers is highly valued.
• Proficiency with Salesforce and customer‑success analytics tools.
• Strong stakeholder management skills, with confidence presenting to senior leaders.
• Excellent written and verbal communication, presentation, and data‑quality standards.
• Commitment to customer value, public‑sector impact, diversity of thought, and continuous improvement.

Preferred Qualifications

• Background in SaaS Customer Success practices and scalable engagement models.
• Experience with AI‑enabled tools and automation in a customer‑success context.
• Knowledge of government procurement processes and public‑sector regulations.
• Multilingual capabilities, especially in English and a second language spoken in ANZ.
• Experience managing remote or distributed teams.

What You’ll Gain

• Career Growth – Opportunity to lead a regional customer‑success function and shape the future of public‑sector engagement at brighthush.
• Learning & Development – Access to industry‑leading training, certifications, and mentorship programs.
• Impactful Work – Directly influence how governments serve their citizens, contributing to transparency, accessibility, and civic empowerment.
• Collaborative Culture – Work with diverse, globally distributed teams that value transparency, inclusion, and continuous learning.
• Competitive Compensation – Base salary, performance‑based bonuses, and equity options aligned with company success.
• Benefits & Perks – Comprehensive health coverage, flexible work arrangements, wellness programs, and generous paid time off.
• Innovation Hub – Be part of a company that invests heavily in research, AI, and emerging technologies to stay ahead of the GovTech curve.

Work Environment & Culture at brighthush

brighthush is a remote‑first organization with a globally distributed workforce spanning the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. We foster a culture of transparency, inclusion, and safety. Highlights include:

• Employee Resource Groups that amplify diverse voices.
• “Coffee with Mark” sessions where employees engage directly with our CEO on topics ranging from mental health to work‑life balance.
• Microsoft Teams communities focused on wellness, art, pets, family, and parenting.
• Regular guest speakers who discuss industry trends and societal impact.

Our culture is built on mutual respect, continuous improvement, and a shared commitment to making the world a better place through technology.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates.
• Performance‑based bonuses tied to customer success metrics.
• Equity options to share in the company’s growth.
• Health, dental, and vision insurance.
• Flexible work hours and remote work options.
• Paid parental leave and family‑friendly policies.
• Professional development budget and tuition reimbursement.
• Wellness stipend and access to mental‑health resources.

Security & Privacy Commitment

As a senior leader, you will uphold brighthush’s information‑security program, ensuring the confidentiality, integrity, and availability of our data assets. You will also champion privacy best practices, completing required training and safeguarding customer and employee information.

How to Apply

If you are passionate about driving customer success in the public sector, thrive in a fast‑paced, collaborative environment, and want to make a tangible impact on communities worldwide, we encourage you to apply. Even if you don’t meet every requirement, we value diverse perspectives and are excited to explore how your unique experience could contribute to brighthush’s mission.

Ready to join a team that’s transforming government‑citizen interactions? Apply now and help shape the future of GovTech at brighthush.