Senior Customer Success Manager – Japanese & Korean Language Specialist (Remote) – Championing Strategic Adoption, Retention, Expansion, and Customer Advocacy for Global SaaS Solutions at brighthush

About brighthush

brighthush is a trailblazer in the cloud‑based collaboration and productivity arena, empowering organizations worldwide to work smarter, faster, and more securely. Our mission is to unlock human potential through technology by delivering a suite of SaaS products that streamline communication, automate workflows, and safeguard data across the enterprise. From nimble startups to Fortune 500 leaders, our customers rely on brighthush to drive operational excellence, ignite innovation, and achieve measurable business outcomes.

We cultivate a culture of curiosity, customer obsession, and continuous learning. Every team member is encouraged to challenge the status quo, experiment with new ideas, and bring fresh perspectives to the table. At brighthush, your voice matters, and your impact is felt across the globe.

Why This Role Matters

As a Senior Customer Success Manager focused on the Japanese and Korean markets, you will be the linchpin that turns a post‑sale relationship into a long‑term partnership. Your strategic guidance will shape how our customers realize value, adopt new features, and expand their usage. By driving adoption, retention, and expansion, you directly influence our Net Revenue Retention (NRR) and cement brighthush’s reputation as the partner of choice in the Asian market.

In this role, you will:

• Own the end‑to‑end customer journey for a portfolio of high‑value Japanese and Korean accounts.
• Translate complex business challenges into actionable product strategies.
• Serve as the trusted advisor to executives, technical leads, and end users.
• Collaborate with Sales, Product, Engineering, and Support to deliver seamless, value‑driven experiences.

Key Responsibilities

Strategic Relationship Building

• Establish and nurture strategic relationships across customer organizations, from executive sponsors to technical administrators.
• Act as the single point of contact for all customer success initiatives, ensuring alignment with business objectives.
• Develop a deep understanding of each customer’s industry, market dynamics, and competitive landscape to anticipate needs and propose proactive solutions.

Customer Strategy & Execution

• Own the customer strategy for your portfolio: set priorities, drive adoption, and champion value realization, retention, and growth.
• Develop deep technical fluency with the brighthush platform, confidently engaging IT administrators on product capabilities, security, configuration, integrations, governance, and workflows.
• Translate business and technical requirements into actionable use cases, recommendations, and insights for internal teams.
• Leverage data analytics to monitor health scores, usage patterns, and ROI metrics, presenting findings in clear, executive‑friendly formats.

Strategic Engagements & Value Delivery

• Lead strategic engagements such as product education sessions, use‑case workshops, Success Business Reviews, and value‑based renewal discussions.
• Collaborate with Sales and cross‑functional teams to align on account strategy, remove technical and commercial blockers, mitigate renewal risks, and identify expansion opportunities.
• Advocate for the customer by using feedback, usage data, and business context to prioritize actions, contribute to playbooks, and shape best practices.
• Represent the voice of the customer in product and engineering meetings, ensuring their needs inform future roadmap decisions.
• Drive the creation of case studies, testimonials, and reference programs that showcase customer success stories to the broader market.

Travel & Representation

• Travel as needed to Japan and Korea for in‑person engagements and to international off‑sites and sales kick‑offs.
• Represent brighthush at industry events, conferences, and partner meetings to strengthen brand presence and build strategic alliances.
• Participate in local community initiatives and thought‑leadership panels to position brighthush as a trusted advisor in the region.

Essential Qualifications

• 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, or Professional Services, with a proven track record of driving product adoption and business value.
• Strong commercial acumen and the ability to own renewal cycles, including early renewal planning, commercial discussions, and coordination with Sales.
• Technical aptitude and product curiosity: quick to learn SaaS products, customer environments, configurations, and workflows.
• Fluent in Japanese (business level) and Korean, with excellent written and spoken English for global collaboration.
• Ability to build relationships across all levels of a customer organization, from technical administrators to executive stakeholders.
• Analytical mindset: use customer insights, usage data, and business context to assess health, identify risks, and recommend solutions.
• Proactive self‑starter who can navigate ambiguity, take ownership, and drive initiatives forward with minimal supervision.
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Experience owning or contributing to customer renewals and retention, with tangible examples of risk mitigation and successful renewal outcomes.
• Experience managing complex, multi‑stakeholder relationships in Japan or Korea, navigating changing business priorities.
• Track record of delivering executive business reviews that link product adoption to measurable business outcomes.
• Experience working with channel partners and managing partner‑led customer relationships.
• Familiarity with CRM, customer‑success platforms, health‑scoring, or renewal‑management systems, and the ability to use data for ROI analysis.
• Exposure to multiple SaaS products and an interest in generative AI and related technologies.

Skills & Competencies

• Customer‑centric mindset: Deep empathy for customer challenges and a relentless focus on delivering value.
• Strategic thinking: Ability to see the big picture while managing day‑to‑day execution.
• Communication & influence: Persuasive storytelling, active listening, and the skill to influence technical and business stakeholders.
• Data‑driven decision making: Comfortable interpreting metrics, dashboards, and usage patterns to inform actions.
• Collaboration: Works seamlessly with Sales, Product, Support, Legal, Finance, and other teams.
• Adaptability: Thrives in a fast‑moving environment, quickly learning new tools and processes.
• AI fluency: Uses AI tools to augment judgment, not replace it, staying ahead of emerging technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous development. As a Senior Customer Success Manager, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your ramp‑up.
• Regular training on product updates, industry trends, and advanced customer‑success methodologies.
• Cross‑functional projects that expose you to Sales, Product, and Engineering, broadening your skill set.
• Clear career pathways: from Senior Customer Success Manager to Customer Success Director, and beyond into leadership roles across the organization.
• Opportunities to contribute to global strategy, including participation in product roadmap discussions and customer‑experience initiatives.
• Access to a global network of peers, thought leaders, and industry experts through virtual roundtables and conferences.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and high‑performance culture. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels (Slack, Teams, and email) that encourage knowledge sharing.
• Regular virtual coffee breaks and informal gatherings to build camaraderie.
• Annual in‑person off‑sites and sales kick‑offs that bring the team together for strategy, learning, and celebration.
• Dedicated time for personal development, including learning budgets for courses, certifications, and conferences.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.

Compensation & Perks

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

• Base salary aligned with market standards for senior Customer Success roles.
• Performance‑based bonuses tied to NRR, customer satisfaction, and expansion metrics.
• Equity or stock‑option plans 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 work arrangements.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental‑health resources.
• Access to cutting‑edge tools and technologies that support your day‑to‑day work.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to make a tangible impact on our customers and help shape the future of work? Apply now to join brighthush as a Senior Customer Success Manager – Japanese & Korean Language Specialist and bring your expertise to a global stage.

We look forward to exploring how your passion for customer success and technical excellence can drive growth and delight for our clients across Japan and Korea.