Senior Customer Success Manager – Indirect Tax & Cloud ERP Solutions – Driving Growth & Retention for Global Clients
About brighthush
brighthush is a trailblazer in the tax technology arena, delivering cutting‑edge solutions that empower businesses worldwide to navigate complex indirect tax landscapes with confidence and precision. With a portfolio that spans cloud‑based ERP integrations, real‑time compliance monitoring, and AI‑driven analytics, we help our clients stay ahead of regulatory change while unlocking new growth opportunities. Our mission is simple: to make tax compliance effortless, transparent, and strategically valuable for every organization we serve.
Why Join brighthush?
At brighthush, we believe that success is a partnership. Our Customer Success team is the heartbeat of our organization, ensuring that every client not only achieves but exceeds their business objectives. If you thrive in a fast‑moving, data‑driven environment and enjoy turning complex challenges into tangible results, you’ll find a home here.
Role Overview
As a Senior Customer Success Manager – Indirect Tax & Cloud ERP Solutions, you will own a portfolio of high‑value Concierge and Advisory clients. Your mission is to deepen their engagement with our suite of offerings, drive adoption, and unlock revenue growth while safeguarding retention. You will collaborate closely with Sales, Professional Services, Product, and Engineering to create a seamless customer journey that aligns with brighthush’s strategic goals.
Key Responsibilities
- Customer Partnership & Success Definition: Work hand‑in‑hand with clients to define success metrics, co‑create success plans, and deliver educational programs that accelerate adoption across their organization.
- Health Monitoring & Escalation: Leverage data platforms such as Gainsight and Salesforce to track usage, sentiment, and risk indicators; proactively flag critical issues and coordinate cross‑functional responses.
- Growth & Upsell Enablement: Identify expansion opportunities within the client’s ecosystem, recommend product enhancements, and collaborate with the commercial team to close upsell and cross‑sell deals.
- Strategic Advisory: Serve as the client’s trusted advisor on indirect tax strategy, regulatory updates, and best practices; translate complex tax rules into actionable insights.
- Process & Tool Mastery: Maintain accurate customer records, forecast pipelines, and financial projections; continuously refine processes to improve efficiency and data integrity.
- Cross‑Functional Representation: Present client insights, market trends, and competitive intelligence to senior leadership; influence product roadmap and go‑to‑market strategies.
- Team Leadership & Mentorship: Mentor junior CSMs, share best practices, and contribute to the development of the Customer Success playbook.
Essential Qualifications
- 8+ years of professional experience, with a minimum of 3 years in a Customer Success or Account Management role.
- Deep expertise in indirect tax, including VAT, GST, and sales tax compliance across multiple jurisdictions.
- Bachelor’s degree in Accounting, Finance, Business, or a related field; Master’s degree or CPA/CA certification is highly preferred.
- Proficiency with Salesforce and Gainsight (or equivalent CRM/CSM platforms).
- Hands‑on experience with SaaS implementations and Enterprise Resource Planning (ERP) systems such as SAP, Oracle, or Microsoft Dynamics.
- Strong analytical mindset, with the ability to translate data into actionable recommendations.
- Excellent communication, negotiation, and conflict‑resolution skills.
- Willingness to travel up to 25% of the time to client sites and industry events.
Preferred Qualifications
- Experience in a high‑growth technology company or consulting firm.
- Background in cloud delivery models and DevOps practices.
- Knowledge of AI/ML applications in tax compliance.
- Previous success in driving upsell and renewal revenue.
- Multilingual capabilities, especially in European or Asian tax markets.
Core Competencies & Skills
- Strategic Thinking – Ability to see the big picture and align client goals with brighthush’s roadmap.
- Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
- Project Management – Proven track record of managing multiple initiatives simultaneously.
- Data‑Driven Decision Making – Comfortable working with dashboards, KPIs, and predictive analytics.
- Change Management – Skilled at guiding clients through technology adoption and process transformation.
- Team Collaboration – Strong interpersonal skills to work effectively across sales, product, and support teams.
Career Growth & Development
At brighthush, your career trajectory is as dynamic as the industry we serve. We offer:
- Leadership Pathways: Opportunities to progress from Senior CSM to Customer Success Director, and beyond.
- Skill‑First Learning: Access to a curated library of courses, certifications, and workshops covering tax law, SaaS architecture, and leadership.
- Mentorship Programs: Pairing with senior leaders to accelerate your professional growth.
- Innovation Labs: Participation in cross‑functional hackathons to prototype new features and services.
Work Environment & Culture
brighthush fosters a culture of inclusion, agility, and continuous improvement. Our core values—Obsess Over Customers, Compete to Win, Challenge Your Thinking, Act Fast / Learn Fast, and Stronger Together—guide every decision we make. We celebrate diversity, encourage open dialogue, and provide a supportive environment where every voice is heard.
Flexibility & Work‑Life Balance
Our Flex My Way program offers flexible work arrangements, including remote work up to 8 weeks per year, flexible hours, and a generous paid time‑off policy. We recognize that personal commitments and professional growth go hand‑in‑hand.
Well‑Being & Benefits
- Competitive health, dental, vision, and life insurance plans.
- 401(k) with company match and financial planning resources.
- Unlimited vacation policy and two company‑wide mental health days.
- Access to Headspace, fitness reimbursement, and wellness stipends.
- Tuition reimbursement and employee stock purchase plan.
- Paid volunteer days and ESG initiatives through our Social Impact Institute.
Compensation
While specific figures vary by location, brighthush offers a total reward package that includes a competitive base salary, performance‑based incentives, and a comprehensive benefits suite designed to support your well‑being and professional aspirations.
How to Apply
If you are ready to lead the charge in transforming how businesses manage indirect tax, we invite you to apply. Join brighthush and help shape the future of tax technology while building a rewarding career.