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

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.
  • Design individualized development plans that align with both personal career goals and brighthush’s strategic objectives.
  • Facilitate regular one‑on‑one coaching sessions, performance reviews, and knowledge‑sharing workshops.
  • Champion a culture of psychological safety, encouraging team members to experiment, fail fast, and iterate.
• Strategic Customer Lifecycle Management – Design and implement structured engagement plans that align customer priorities with measurable value.
  • Map each account’s journey from onboarding through expansion, identifying critical touchpoints and success metrics.
  • Collaborate with Product and Marketing to translate customer feedback into roadmap priorities.
  • Ensure that every customer receives a tailored value‑delivery plan that drives adoption and ROI.
• Risk & Retention Management – Own the early identification of at‑risk accounts, orchestrate recovery plans, and ensure timely, cross‑functional resolution.
  • Develop predictive churn models using data from Salesforce, usage analytics, and customer health scores.
  • Lead cross‑functional “retention blitzes” that bring together Sales, Implementation, Support, and Product to address pain points.
  • Document lessons learned and update playbooks to reduce future risk.
• Data‑Driven Insight & Forecasting – Maintain accurate portfolio, churn, and renewal forecasts; translate customer health data into actionable insights.
  • Produce weekly dashboards that highlight key metrics such as NPS, CSAT, adoption rates, and renewal probabilities.
  • Present findings to senior leadership, recommending strategic initiatives to improve customer health.
  • Continuously refine forecasting models to increase accuracy and reduce variance.
• Cross‑Functional Collaboration – Partner with Sales, Implementation, Support, Product, and Marketing to streamline onboarding, adoption, and issue resolution.
  • Serve as the primary liaison between customer success and other departments, ensuring alignment on goals and timelines.
  • Facilitate joint quarterly business reviews (QBRs) that showcase value, uncover upsell opportunities, and reinforce partnership.
  • Champion a “customer‑first” mindset across the organization.
• Process & System Champion – Advocate for consistent use of tools, processes, and documentation while tailoring global standards to ANZ public‑sector nuances.
  • Lead the adoption of new CRM features, automation workflows, and reporting templates.
  • Ensure that all documentation is localized, compliant with ANZ regulations, and easily accessible.
  • Drive continuous improvement initiatives that reduce manual effort and increase data quality.
• External Representation – Represent brighthush at customer, partner, and industry forums, strengthening our reputation and building trusted relationships.
  • Speak at conferences, webinars, and local government events to showcase brighthush’s impact.
  • Build and nurture relationships with key decision‑makers, influencers, and thought leaders.
  • Gather market intelligence that informs product strategy and go‑to‑market positioning.
• AI & Automation Stewardship – Leverage approved AI tools responsibly to enhance analysis, prioritization, and communication, ensuring compliance with privacy and security policies.
  • Implement AI‑driven sentiment analysis to surface emerging customer concerns.
  • Automate routine tasks such as health score updates, renewal reminders, and knowledge‑base article recommendations.
  • Maintain strict adherence to data privacy regulations and internal security protocols.

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.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Analytical Mindset – Proficiency in interpreting data, spotting trends, and making data‑driven decisions.
• Leadership Presence – Charisma, empathy, and the ability to inspire confidence in both customers and internal teams.
• Change Management – Skilled at guiding organizations through transitions, ensuring adoption and minimizing resistance.
• Communication Excellence – Clear, concise, and persuasive communication across all levels.
• Collaboration & Influence – Ability to build consensus and influence without direct authority.
• Tech Savvy – Comfortable with CRM systems, analytics platforms, and emerging AI tools.
• Customer‑Centric Mindset – Passion for delivering exceptional value and building long‑term relationships.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the GovTech landscape. As Senior Customer Success Manager, you will:

• Lead a regional function that directly shapes the future of public‑sector engagement.
• Collaborate with senior executives on strategy, influencing product direction and market expansion.
• Access a robust learning ecosystem that includes industry certifications, leadership workshops, and mentorship from seasoned GovTech veterans.
• Participate in cross‑regional initiatives that broaden your exposure to diverse markets and regulatory environments.
• Earn equity options that align your success with the company’s growth, giving you a tangible stake in our shared future.

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.