Senior Customer Success Manager – Japanese & Korean Speaking – Remote – brighthush

About brighthush

At brighthush, we’re redefining how teams collaborate, innovate, and thrive in a digital-first world. Our cloud‑native platform empowers millions of users to create, share, and protect their most valuable assets—whether that’s documents, data, or ideas—while keeping security, compliance, and ease of use at the forefront. We’re a global community of bold visionaries, relentless problem‑solvers, and compassionate leaders who believe that technology should amplify human potential, not replace it.

Our culture is built on autonomy, curiosity, and impact. We operate in a Virtual‑First environment that blends the flexibility of remote work with intentional, high‑value in‑person collaboration. Every team member is encouraged to own their work, experiment with new ideas, and bring their authentic self to the table. If you’re ready to help shape the future of work, brighthush is the place for you.

Why This Role Matters

As a Customer Success Manager at brighthush, you will be the trusted partner for our Japanese and Korean enterprise customers. You’ll own the entire post‑sale journey—from onboarding to renewal—ensuring that each customer realizes measurable value from their investment. Your strategic guidance will drive product adoption, retention, and growth, directly influencing our Net Revenue Retention (NRR) and customer lifetime value.

In this role, you’ll:

• Build deep, lasting relationships with executive sponsors, business leaders, and technical administrators.
• Translate complex business and technical requirements into actionable insights for our product and engineering teams.
• Collaborate closely with Sales, Product, Support, and Finance to align on account strategy and mitigate renewal risks.
• Champion a culture of continuous improvement by capturing customer feedback, developing playbooks, and sharing best practices across the organization.

Key Responsibilities

• Customer Relationship Management – Serve as the single point of contact for a portfolio of high‑value customers, ensuring they receive proactive, personalized support and guidance.
• Strategic Account Planning – Own the customer strategy, set priorities, and drive adoption, value realization, and growth initiatives.
• Technical Fluency – Develop deep expertise in the brighthush platform, security, configuration, integrations, and governance. Engage confidently with IT administrators to troubleshoot and optimize workflows.
• Value‑Based Engagement – Lead product education sessions, use‑case workshops, and Success Business Reviews that connect platform capabilities to tangible business outcomes.
• Renewal & Expansion Management – Partner with Sales to identify renewal risks, craft mitigation plans, and uncover upsell opportunities that align with customer goals.
• Data‑Driven Decision Making – Leverage usage analytics, health scores, and customer insights to assess health, prioritize actions, and recommend solutions.
• Cross‑Functional Collaboration – Work with Product, Support, Legal, Finance, and Channel Partners to remove blockers and deliver seamless customer experiences.
• Voice of the Customer – Represent customer needs in internal forums, influence product roadmap, and contribute to repeatable playbooks.
• Travel & Engagement – Travel to Japan and Korea for customer visits and occasional global events (5–10% of the year).

Essential Qualifications

• 4+ years of B2B SaaS Customer Success, Account Management, or Solutions Consulting experience.
• Proven track record of driving product adoption, managing renewals, and delivering measurable retention and growth.
• Strong commercial acumen with the ability to own renewal negotiations and coordinate cross‑functional support.
• Technical aptitude and curiosity—comfortable learning new SaaS products, configurations, and customer environments.
• Fluent in Japanese (business level) and Korean (business level); proficient in English for global collaboration.
• Bachelor’s degree or equivalent practical experience.
• Self‑starter mindset: quick to ramp, proactive, and able to navigate ambiguity.
• Experience building relationships across all levels of an organization, from technical admins to executive sponsors.
• Willingness to travel for customer visits and company events.

Preferred Qualifications

• Experience owning or contributing to renewal and retention programs, with documented success stories.
• Background managing complex, multi‑stakeholder relationships in Japan or Korea.
• Ability to develop and present executive business reviews that tie product adoption to ROI.
• Experience working with channel partners and navigating partner‑led customer relationships.
• Familiarity with CRM, customer‑success platforms, health‑scoring, and renewal‑management systems.
• Interest in generative AI and related emerging technologies.

Core Skills & Competencies

• Customer Advocacy – Deep empathy for customer challenges and a passion for delivering value.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Analytical Insight – Proficiency in interpreting usage data, health scores, and business metrics.
• Communication & Influence – Clear, persuasive communication with technical and non‑technical stakeholders.
• Collaboration & Teamwork – Proven ability to work cross‑functionally and build consensus.
• AI Fluency – Comfortable leveraging AI tools to enhance decision‑making, efficiency, and customer outcomes.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by the impact you create, not the title you hold. As a Customer Success Manager, you’ll have the chance to:

• Progress to Senior or Lead Customer Success roles, overseeing larger portfolios and mentoring junior teammates.
• Transition into Product Management, Customer Experience, or Sales Leadership, leveraging your deep customer insights.
• Participate in global leadership programs, cross‑functional projects, and innovation labs.
• Access continuous learning resources—internal workshops, external certifications, and AI training—to stay ahead of industry trends.

Work Environment & Culture

Our Virtual‑First model means you can work from anywhere while staying connected through:

• Core collaboration hours that respect deep work and personal schedules.
• Asynchronous communication tools that keep everyone informed without constant meetings.
• Regular virtual team gatherings, on‑demand workspaces, and quarterly in‑person offsites to foster camaraderie.
• A culture that celebrates experimentation, ownership, and learning—especially around AI and emerging tech.

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 health, retention, and growth metrics.
• Equity or stock‑option plans that align your success with the company’s long‑term vision.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget, including conferences, courses, and certifications.
• Wellness programs, mental‑health resources, and employee assistance programs.

AI Fluency at brighthush

We believe AI should amplify human judgment, not replace it. In this role, you’ll:

• Use AI responsibly, protecting data and ensuring the quality of your outputs.
• Experiment with new AI capabilities to streamline workflows and enhance customer insights.
• Leverage AI to improve decision‑making, increase efficiency, and elevate team impact.
• Stay current on emerging AI tools and share learnings with your teammates.

How to Apply

Ready to join a team that values curiosity, impact, and continuous growth? Submit your application through the brighthush careers portal. Include a resume and a brief cover letter that highlights:

• Why you’re passionate about customer success in the SaaS space.
• Specific examples of how you’ve driven adoption, managed renewals, or delivered measurable growth.
• How your language skills and cultural understanding will add value to our Japanese and Korean customers.

Closing Statement

At brighthush, you’ll be part of a mission to make work more intuitive, joyful, and human for millions worldwide. If you’re a results‑driven, commercially minded, and technically savvy professional who thrives in a fast‑paced, collaborative environment, we want to hear from you. Apply today and help shape the future of work—one customer success story at a time.