Senior Customer Success Manager – Japanese & Korean Language Expert, Remote – Championing Adoption, Retention, and Revenue Growth at brighthush

About brighthush

At brighthush, we’re not just building a cloud‑native collaboration platform – we’re redefining the way teams around the world create, share, and grow together. Our mission is simple: empower every organization, regardless of size or geography, to unlock the full potential of their people through secure, flexible, and lightning‑fast digital workspaces. With millions of users already benefiting from our platform, we’re on a relentless pursuit of innovation, driven by a global community of bold visionaries, relentless problem‑solvers, and passionate creators. We believe technology should amplify human potential, not replace it.

Our “Virtual First” philosophy blends the autonomy of a distributed workforce with the power of human connection. Every brighthush team member enjoys the freedom to work from anywhere while staying deeply connected to colleagues, customers, and the broader ecosystem. This culture of trust, autonomy, and collaboration fuels our rapid growth and keeps us at the forefront of the modern workplace revolution.

Why This Role Matters

Customer success is the heartbeat of brighthush. The success of our customers directly fuels our growth, informs product innovation, and shapes the future of work. As a Senior Customer Success Manager focused on the Japanese and Korean markets, you will become the trusted advisor who transforms data into insight, insight into action, and action into measurable business value. You’ll own the entire post‑sale journey for a portfolio of enterprise customers, ensuring they realize the full potential of brighthush’s platform and remain loyal partners for years to come.

Role Overview

In this remote, high‑impact position, you will:

• Own the customer strategy for a portfolio of Japanese and Korean enterprise accounts.
• Drive product adoption, retention, and expansion while safeguarding Net Revenue Retention (NRR).
• Serve as a trusted advisor to executive sponsors, business leaders, and technical administrators.
• Translate complex business and technical requirements into actionable use cases and recommendations.
• Collaborate closely with Sales, Product, Support, Legal, Finance, and other cross‑functional teams to remove blockers and unlock growth opportunities.
• Represent the voice of the customer in internal forums, shaping product roadmaps and best‑practice playbooks.

Key Responsibilities

• Strategic Account Management – Build deep, trust‑based relationships across the entire customer organization, from IT administrators to C‑suite executives.
• Customer Strategy Ownership – Set priorities, develop adoption roadmaps, and proactively address risks to ensure long‑term partnership success.
• Technical Fluency – Master the brighthush platform, security features, configuration options, integrations, and governance policies to confidently guide customers.
• Use‑Case Development – Translate customer needs into practical use cases, recommend best practices, and deliver actionable insights to internal teams.
• Strategic Engagements – Lead product education sessions, Success Business Reviews, and value‑based renewal discussions that tie platform capabilities to tangible business outcomes.
• Cross‑Functional Collaboration – Partner with Sales and other teams to align on account strategy, remove technical and commercial blockers, mitigate renewal risks, and identify expansion opportunities.
• Voice of the Customer – Use customer feedback, usage data, and business context to prioritize actions, represent customer needs, and contribute to repeatable playbooks and best practices.

Essential Qualifications

• 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, or a comparable customer‑facing role.
• Proven track record of driving product adoption, delivering measurable business value, and managing ongoing customer relationships.
• Strong commercial acumen with the ability to own renewal processes, conduct early renewal planning, and negotiate commercial terms.
• Technical aptitude and curiosity – comfortable learning new SaaS products, configurations, and customer environments.
• Exceptional relationship‑building skills across all levels of an organization, with a focus on Japanese and Korean markets.
• Analytical mindset – ability to use customer insights, usage data, and business context to assess health, identify risks, and recommend solutions.
• Self‑starter who can navigate ambiguity, prioritize actions, and move customer plans forward with minimal supervision.
• Bachelor’s degree or equivalent practical experience.
• Fluent in spoken and written Japanese (business level) and Korean (business level). Proficient in English for global collaboration.
• Willingness to travel to Japan, Korea, and occasionally internationally for customer visits and company events.

Preferred Qualifications

• Experience owning or contributing to customer renewals and retention, with documented examples of risk mitigation and successful renewal outcomes.
• Background managing strategic customer relationships with multiple stakeholders and complex decision‑making processes, ideally in Japan or Korea.
• Proficiency in developing and presenting executive business reviews that link product adoption to business value.
• Experience working with channel partners and navigating partner‑led customer relationships.
• Familiarity with CRM, customer‑success, health‑scoring, or renewal‑management systems, and experience using usage data or ROI analysis to guide retention and growth.
• Exposure to multiple SaaS products and an interest in generative AI and related technologies.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strategic thinking and execution across technical and business domains.
• Strong communication and presentation skills in Japanese, Korean, and English.
• Data‑driven decision making – comfortable interpreting dashboards, usage metrics, and health scores.
• Collaboration across cross‑functional teams and ability to influence without authority.
• Adaptability – thrive in a fast‑moving, evolving environment.
• AI fluency – leverage AI tools responsibly to enhance decision making and workflow efficiency.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our product. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to Director of Customer Success or Customer Success Leadership roles.
• Lead cross‑regional initiatives, shaping the customer experience for the entire Asia‑Pacific region.
• Participate in global leadership programs, mentorship, and continuous learning workshops.
• Contribute to product roadmap discussions, ensuring customer needs drive future innovation.
• Earn certifications in SaaS customer success, product management, and AI‑powered analytics.

Work Environment & Culture

brighthush is built on a foundation of trust, autonomy, and collaboration. Our “Virtual First” model means:

• Remote work is the default, with flexible schedules that respect deep focus and personal commitments.
• Core collaboration hours are designed to maximize cross‑team interaction while minimizing unnecessary meetings.
• Regular virtual town halls, team gatherings, and on‑demand workspaces keep the community connected.
• We celebrate diversity, inclusion, and belonging, ensuring every voice is heard and valued.
• Continuous learning is embedded – from AI workshops to industry conferences, we invest in your growth.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, parental leave, and flexible sick leave policies.
• Professional development budget, including conferences, courses, and certifications.
• Wellness programs, mental health resources, and a supportive employee assistance program.
• Remote work stipend to help you create an optimal home‑office environment.

AI Fluency & Responsible Use

AI is a core part of how we work at brighthush. We expect our team members to:

• Own – Use AI responsibly, protecting data and ensuring the quality of your outputs.
• Experiment – Explore new AI capabilities and apply them to improve workflows.
• Leverage – Use AI to enhance thinking, increase efficiency, and amplify impact.
• Learn – Stay current on emerging AI tools and share insights with the team.

Travel & Availability

While the role is remote, you will be expected to travel approximately 5‑10% of the year (2‑3 days per quarter) for customer visits in Japan and Korea, as well as occasional international off‑sites and sales kick‑offs.

How to Apply

If you’re ready to join a forward‑thinking, customer‑centric organization that values innovation, autonomy, and impact, we’d love to hear from you. Submit your application through our careers portal and let’s explore how you can help shape the future of work at brighthush.