Senior Customer Success Manager – Indirect Tax & Cloud Solutions – Championing Growth, Retention, and Enterprise Partnerships at brighthush

About brighthush

brighthush is a global trailblazer in tax technology, redefining how businesses navigate the ever‑evolving landscape of global compliance. With a presence in more than 70 countries, we deliver a portfolio that spans legal, accounting, and regulatory technology, empowering professionals to make data‑driven decisions that shape the future of commerce. Our culture is built on inclusion, innovation, and an unwavering focus on customer success. Every interaction at brighthush is an opportunity to create lasting value, and we are committed to fostering an environment where talent thrives, ideas flourish, and impact is measurable.

Why This Role Matters

As a Senior Customer Success Manager focused on Indirect Tax, you will become the strategic partner for our most valuable Concierge and Advisory clients. Your mission is to translate complex tax solutions into tangible business outcomes, ensuring that each customer not only achieves but exceeds their goals. By driving adoption, retention, and expansion, you will directly influence brighthush’s growth trajectory and reinforce our reputation as the trusted partner for tax professionals worldwide.

Key Impact Areas

• Customer Advocacy – Serve as the voice of the customer across product, engineering, and sales teams.
• Regulatory Insight – Translate regulatory changes into actionable insights for clients.
• Continuous Improvement – Champion a culture of proactive service and continuous improvement.
• Cross‑Functional Collaboration – Act as a catalyst for innovation across teams.

Key Responsibilities

• Customer Partnership & Success Planning – Collaborate with clients to define success metrics, develop customized success plans, and align them with brighthush’s strategic objectives.
  • Conduct quarterly business reviews (QBRs) with C‑suite executives.
  • Document and track key performance indicators (KPIs) such as adoption rates, ROI, and renewal likelihood.
  • Develop and maintain a customer health scorecard that informs proactive engagement.
• Lifecycle Education & Enablement – Design and deliver educational programs, workshops, and webinars that deepen customer knowledge of our Indirect Tax suite and related cloud services.
  • Create role‑specific learning paths for finance, tax, and IT teams.
  • Leverage internal subject matter experts to host live Q&A sessions.
  • Produce on‑demand content that can be accessed through the brighthush Learning Hub.
• Health Monitoring & Escalation – Track usage data, monitor health scores, and proactively identify risks. Escalate critical concerns to the appropriate internal teams and drive resolution.
  • Utilize Gainsight and Salesforce dashboards to flag at‑risk accounts.
  • Coordinate cross‑functional task forces to address technical or compliance issues.
  • Own the incident lifecycle from detection to resolution, ensuring timely communication with stakeholders.
• Growth & Upsell Identification – Analyze customer maturity, usage patterns, and market trends to uncover commercial opportunities. Partner with Sales and Professional Services to recommend upsell or cross‑sell initiatives.
  • Develop tailored expansion playbooks for high‑potential accounts.
  • Track and report on expansion pipeline health.
  • Collaborate with the revenue operations team to forecast and capture new revenue streams.
• Data‑Driven Insights & Reporting – Leverage tools such as Gainsight and Salesforce to maintain accurate client records, forecast revenue, and generate insightful reports for senior leadership.
  • Produce monthly dashboards on customer health, renewal risk, and expansion revenue.
  • Translate data into actionable recommendations for product and marketing teams.
  • Present findings in executive briefings and strategy sessions.
• Cross‑Functional Collaboration – Represent the Customer Success perspective in product, marketing, and finance meetings, ensuring that customer feedback informs roadmap decisions.
  • Participate in quarterly product strategy sessions.
  • Advocate for feature enhancements that address real‑world pain points.
  • Work closely with the finance team to align success metrics with revenue goals.
• Strategic Advisory – Act as a trusted advisor, providing thought leadership on Indirect Tax best practices, regulatory changes, and technology trends that impact client operations.
  • Publish white papers and blog posts on emerging tax compliance topics.
  • Lead industry roundtables and webinars for key stakeholders.
  • Serve as a subject matter expert in client advisory councils.
• Travel & On‑Site Engagement – Travel up to 25% of the time to client sites, industry events, and internal workshops to strengthen relationships and gather first‑hand insights.
  • Represent brighthush at major tax conferences and trade shows.
  • Conduct on‑site workshops to accelerate adoption and integration.
  • Build and nurture long‑term relationships with key decision makers.

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 related compliance frameworks.
• Strong business acumen with the ability to translate technical solutions into clear ROI for clients.
• 4‑year bachelor’s degree required; master’s degree or equivalent preferred.
• Proficiency in Salesforce and Gainsight (or similar CRM/CSM platforms) is highly desirable.
• Experience with SaaS implementations and Enterprise Resource Planning (ERP) systems.
• Comfortable working in cloud‑first environments and familiar with cloud delivery models.
• Excellent communication, conflict resolution, and problem‑solving skills.
• Willingness to travel up to 25% of the time.

Preferred Qualifications

• Prior experience in a consulting or professional services setting.
• Knowledge of global tax compliance regulations and cross‑border transaction complexities.
• Experience leading customer success initiatives for enterprise‑grade solutions.
• Certifications in tax, finance, or customer success (e.g., Certified Customer Success Manager).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with business objectives.
• Analytical Mindset – Proficiency in data analysis, KPI tracking, and deriving actionable insights.
• Relationship Building – Talent for building trust with C‑suite executives, finance leaders, and technical teams.
• Project Management – Skilled at managing multiple initiatives simultaneously while meeting deadlines.
• Adaptability – Comfortable navigating ambiguity and adjusting strategies in a fast‑moving industry.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and outcomes.
• Communication Excellence – Mastery of both written and verbal communication across all levels of an organization.
• Collaboration & Influence – Ability to influence cross‑functional teams and drive consensus.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to a wealth of resources designed to accelerate your growth and broaden your expertise.

• Grow My Way Learning Platform – A curated library of courses covering tax law, technology trends, leadership, and soft skills.
• Mentorship Programs – Pairing with senior leaders across product, sales, and consulting to provide guidance and career coaching.
• Annual Conferences & Industry Summits – Opportunities to present insights, network with peers, and stay ahead of market trends.
• Clear Career Pathways – Progression from Customer Success Lead to Director of Customer Success, with lateral moves into product management or consulting.
• Certification Support – Tuition reimbursement and sponsorship for industry‑recognized certifications.

Work Environment & Culture

brighthush champions a culture of inclusion, flexibility, and rapid innovation. Our values—Obsess over Customers, Compete to Win, Challenge Your Thinking, Act Fast / Learn Fast, and Stronger Together—guide every decision and interaction.

• Flexible work arrangements, including the ability to work from anywhere for up to 8 weeks per year.
• “Flex My Way” policies that support work‑life balance, from parental leave to volunteer days.
• A collaborative, cross‑functional environment where ideas are shared openly and feedback is constructive.
• Recognition programs that celebrate both individual and team achievements.
• Regular hackathons and innovation sprints that empower employees to prototype new ideas.

Compensation & Benefits

While specific compensation varies by location, brighthush offers a competitive total reward package that includes:

• Base salary plus performance‑based incentives aligned with customer success metrics.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and two company‑wide mental health days.
• Access to the Headspace app, fitness reimbursement, and wellness programs.
• Employee Stock Purchase Plan and incentive programs.
• Tuition reimbursement, adoption assistance, and ESG volunteer opportunities.

Social Impact & Community Engagement

brighthush is committed to making a positive impact beyond the office. We provide:

• Two paid volunteer days per year for employees to contribute to local communities.
• Pro‑bono consulting projects that help underserved organizations navigate complex tax and compliance challenges.
• Active participation in Environmental, Social, and Governance (ESG) initiatives that promote sustainability and ethical business practices.

Diversity & Inclusion Statement

brighthush believes that a diverse workforce fuels innovation and drives better outcomes for our clients. We are an equal‑opportunity employer and welcome applicants from all backgrounds, cultures, and perspectives. Your unique voice and experience are valued here.

How to Apply

If you are a seasoned Customer Success professional with a passion for Indirect Tax, a knack for building lasting relationships, and a drive to help clients achieve measurable success, we want to hear from you. Join brighthush and become part of a team that is redefining the future of tax technology, empowering professionals worldwide, and creating real‑world impact.

Ready to take the next step in your career? Click the link below to submit your application and join a culture where your expertise meets purpose, and your success is our shared mission.