Senior Customer Success Team Manager – Global Leadership & Strategic Growth in Open Source Technology

About brighthush

brighthush is a trailblazer in the open‑source ecosystem, delivering cutting‑edge operating systems and cloud‑native solutions that power the world’s most ambitious enterprises. Our flagship platform, Ubuntu, is the backbone of public cloud, AI, data science, IoT, and edge computing initiatives worldwide. With a vibrant community of over 1,000 engineers and product specialists spread across 70+ countries, brighthush thrives on distributed collaboration, agile delivery, and a relentless focus on customer success. We are founder‑led, profitable, and growing at a pace that demands bold leadership, deep technical insight, and an unwavering commitment to excellence.

Why Join brighthush?

• Impact at Scale: Your work will shape the experience of thousands of customers who rely on our platform to innovate, scale, and secure their digital futures.
• Global Reach, Remote Flexibility: Operate from anywhere in APAC or AMER, with bi‑annual in‑person sprints that bring together diverse teams in inspiring locations.
• Continuous Learning: A dedicated annual budget of USD 2,000 for professional development, coupled with access to internal knowledge hubs and external conferences.
• Inclusive Culture: A workplace that celebrates diversity, encourages curiosity, and rewards high performance through transparent recognition programs.
• Competitive Compensation: Base salary, performance‑driven annual bonus, and a benefits package that includes generous leave, parental support, and an Employee Assistance Programme.

Role Overview

As the Senior Customer Success Team Manager at brighthush, you will lead a high‑performing regional CSM team, driving customer retention, upsell opportunities, and overall satisfaction. You will partner closely with the Global Head of Customer Success, Sales, Product, and Marketing to align strategy, share insights, and elevate the customer journey across the enterprise ecosystem.

Key Responsibilities

• Strategic Leadership: Develop and execute a regional roadmap that aligns with brighthush’s global objectives, focusing on engagement, renewal, and expansion.
• Team Management & Development: Mentor, coach, and evaluate a team of Customer Success Managers, fostering a culture of continuous improvement, accountability, and collaboration.
• Performance Analytics: Own the collection, analysis, and reporting of KPIs such as NPS, CSAT, churn, renewal rates, and upsell revenue; translate insights into actionable plans.
• Customer Escalation Management: Resolve high‑impact escalations with cross‑functional coordination, ensuring swift, effective solutions that reinforce trust.
• Process & Tool Optimization: Identify bottlenecks, propose process enhancements, and champion the adoption of tools that streamline workflows and improve data quality.
• Cross‑Functional Collaboration: Act as the bridge between Customer Success and Sales, Product, Marketing, and Support, ensuring a unified voice and seamless handoffs.
• Content & Knowledge Management: Lead the creation of playbooks, best‑practice guides, and training materials that empower the team and standardize customer interactions.
• Stakeholder Communication: Prepare and deliver executive‑level reports, presentations, and insights to senior leadership, highlighting successes, risks, and opportunities.
• Travel & Representation: Attend up to four internal events per year, representing brighthush at industry conferences, partner meetings, and customer visits.

Essential Qualifications

• Minimum 8 years of progressive experience in Customer Success, Account Management, or related roles within SaaS or technology sectors.
• Proven track record of building, scaling, and leading high‑performing CSM teams in a global, distributed environment.
• Strong analytical mindset with hands‑on experience using data to drive decisions, optimize processes, and forecast outcomes.
• Excellent communication skills in English (written and spoken); proficiency in Japanese, Korean, Spanish, Portuguese, or French is a plus.
• Deep understanding of open‑source ecosystems, cloud platforms, and enterprise software adoption cycles.
• Demonstrated ability to navigate ambiguity, adapt quickly, and thrive in fast‑moving, cross‑functional settings.
• Bachelor’s degree in Business, Communications, Computer Science, or a related STEM field.

Preferred Qualifications

• Experience with customer success metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Lifetime Value (CLV).
• Background in product management or technical consulting that informs customer strategy and upsell opportunities.
• Leadership experience in a multicultural, multi‑regional team with a focus on inclusion and equity.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Track record of implementing process automation, AI‑driven insights, or data‑centric dashboards to improve team efficiency.

Core Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable plans and measurable outcomes.
• People Leadership: Inspiring, coaching, and developing talent while fostering a culture of ownership and collaboration.
• Data‑Driven Decision Making: Proficiency in interpreting complex datasets, deriving insights, and influencing strategy.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a passion for delivering exceptional experiences.
• Change Management: Skilled at guiding teams through transformation, adopting new tools, and embracing continuous improvement.
• Communication & Influence: Clear, persuasive communication across all levels, from frontline agents to executive stakeholders.
• Technical Acumen: Comfortable discussing architecture, deployment, and integration challenges with engineering teams.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Senior Customer Success Team Manager, you will:

• Progress to Director or VP roles within Customer Success, shaping global strategy and influencing product direction.
• Participate in leadership development programs that cover strategic planning, financial acumen, and executive presence.
• Engage in cross‑functional projects that expose you to Sales, Product, and Engineering, broadening your skill set.
• Leverage our internal knowledge network to stay ahead of industry trends, emerging technologies, and best practices.

Work Environment & Culture at brighthush

Our distributed model empowers you to work from any location while staying connected through:

• Bi‑annual in‑person sprints that foster collaboration, creativity, and team bonding.
• Weekly virtual stand‑ups, knowledge‑sharing sessions, and open‑door leadership forums.
• A culture that values curiosity, experimentation, and a growth mindset.
• Transparent recognition programs that celebrate milestones, innovations, and customer wins.

Compensation & Benefits

• Competitive Base Salary: Market‑aligned, reviewed annually, with adjustments for performance and market conditions.
• Performance Bonus: Annual bonus tied to individual, team, and company metrics.
• Annual Leave: Generous paid time off, including holidays, personal days, and extended leave for special circumstances.
• Parental Support: Maternity and paternity leave policies that support work‑life balance.
• Health & Well‑Being: Comprehensive health plans, mental health resources, and an Employee Assistance Programme.
• Travel & Perks: Priority Pass for business travel, travel allowances for in‑person events, and opportunities to explore new cultures.
• Learning Budget: USD 2,000 annually for courses, certifications, conferences, and books.
• Recognition & Rewards: Spot awards, peer recognition, and annual awards ceremonies.

How to Apply

If you are a seasoned Customer Success leader ready to drive impact in a dynamic, open‑source environment, we invite you to join brighthush. Submit your application through our careers portal and let’s shape the future of technology together.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected status.