Senior Global Customer Success Manager – APAC & EMEA – Championing Client Growth, Retention, and Strategic Partnerships at brighthush

Introduction: Join a Purpose‑Driven Technology Partner

brighthush is at the forefront of redefining customer success in the fast‑moving tech landscape. Our mission is simple yet powerful: empower businesses worldwide to unlock their full potential through innovative software solutions and a deep commitment to people, clients, and community. Recognized as a Top Workplace in both consulting and technology, brighthush thrives on a culture of inclusion, collaboration, and continuous learning. If you’re passionate about shaping the future of customer success and want to work in a dynamic, high‑growth environment, you’ll find a home here.

Why brighthush is the Ideal Place for Your Next Career Move

• Remote‑First Flexibility: Work from anywhere in Australia while staying connected to a global team of experts.
• Professional Growth: We invest heavily in your development through tuition reimbursement, mentorship programs, and access to industry‑leading training resources.
• Strategic Influence: As a Senior Manager, you’ll shape global strategy, influence product direction, and directly impact client success across APAC and EMEA.
• Inclusive Culture: Every voice matters. We celebrate diverse perspectives and encourage bold ideas that drive innovation.
• Impactful Work: Your decisions will shape the customer journey for high‑value accounts, driving adoption, renewal, and expansion.

Key Responsibilities

In this role, you will lead a high‑performing Customer Success team, ensuring that every client receives the support and guidance needed to thrive. Your day‑to‑day activities will include:

• Team Leadership & Development: Build, coach, and mentor a diverse group of Customer Success Managers. Provide them with the tools, resources, and guidance to exceed client expectations and achieve personal growth.
• Strategic Account Management: Own the end‑to‑end customer journey for key accounts across APAC and EMEA. Drive adoption, renewal, and expansion while maintaining a deep understanding of regional market dynamics.
• Customer Success Strategy: Translate business objectives into actionable plans that increase customer satisfaction, reduce churn, and unlock upsell opportunities. Own the roadmap for the customer success function.
• Data‑Driven Decision Making: Leverage Salesforce, HubSpot, and other analytics platforms to monitor KPIs, forecast renewals, and identify trends that inform proactive engagement. Use data to drive continuous improvement.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering to align on customer feedback, feature requests, and go‑to‑market initiatives. Serve as the customer advocate across the organization.
• Governance & Compliance: Ensure all customer interactions comply with SOC 2, HIPAA, GDPR, and other relevant regulatory frameworks. Maintain rigorous data privacy and security standards.
• Process Optimization: Continuously refine workflows, documentation, and tooling (including Jira and Loom) to improve efficiency and scalability. Champion best practices across the customer success organization.
• Thought Leadership: Represent brighthush at industry events, webinars, and client conferences. Position the company as a trusted advisor and thought leader in the customer success space.

Essential Qualifications

• Minimum of 5 years of experience in Customer Success or a client‑facing role, with at least 2 years in a people‑management capacity.
• Proven track record of managing high‑value accounts and driving renewal rates above 90%.
• Deep familiarity with Salesforce and HubSpot, including advanced reporting, automation, and integration capabilities.
• Experience using Jira for project tracking and workflow management.
• Strong understanding of data privacy and security standards such as SOC 2, HIPAA, and GDPR.
• Excellent communication skills in English, both written and verbal, with the ability to articulate complex concepts to diverse audiences.
• Strategic thinker with a hands‑on approach to problem solving and a passion for continuous improvement.
• Ability to thrive in a fast‑paced, remote environment while maintaining a high level of accountability and collaboration.

Preferred Qualifications

• Experience working with APAC and EMEA markets, including cultural sensitivity and regional market knowledge.
• Background in SaaS or technology consulting, with a deep understanding of the software development lifecycle.
• Proficiency in additional CRM or analytics tools such as Gainsight, Intercom, or Tableau.
• Experience leading cross‑functional initiatives that bridge product, engineering, and customer success.
• Advanced certification in Customer Success Management (CSM) or related disciplines.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Vision: Translate business goals into actionable customer success plans.
• Analytical Acumen: Use data to drive decisions, forecast outcomes, and identify growth opportunities.
• Customer‑Centric Mindset: Deep empathy for client needs and a relentless focus on delivering value.
• Project Management: Manage multiple initiatives simultaneously, ensuring timely delivery and stakeholder alignment.
• Communication & Influence: Articulate complex ideas clearly and persuade stakeholders across all levels.
• Adaptability: Thrive in a dynamic, evolving environment and pivot quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as ambitious as your goals. As a Senior Manager, you’ll have the chance to:

• Progress to Director or VP of Customer Success, overseeing global strategy and operations.
• Lead cross‑regional initiatives that shape the future of our customer experience platform.
• Participate in executive‑level strategy sessions, influencing product roadmap and market positioning.
• Access a robust learning ecosystem, including internal workshops, external conferences, and a generous tuition reimbursement program.
• Earn performance‑based bonuses and equity options that align your success with the company’s growth.

Work Environment & Culture

brighthush champions a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you can work from anywhere in Australia while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Real‑time collaboration tools (Slack, Teams, Miro).
• Annual in‑person retreats that foster team bonding and strategic alignment.
• A culture of psychological safety where every idea is heard and valued.

Compensation & Benefits

• Salary Range: AUD 110,800 – 138,500 per year, commensurate with experience and performance.
• Performance Bonuses: Annual bonus potential based on individual and company metrics.
• Equity: Stock options to share in brighthush’s long‑term success.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus a wellness stipend.
• Retirement Plans: 401k matching and a robust retirement savings plan.
• Paid Time Off: Generous vacation policy, sick leave, and personal days.
• Parental Leave: Generous maternity and paternity leave, with flexible return‑to‑work options.
• Professional Development: Tuition reimbursement, conference attendance, and internal training.
• Other Perks: Remote work stipend, home office setup allowance, and access to a global network of experts.

How to Apply

If you’re ready to lead a high‑impact Customer Success team, drive global growth, and shape the future of client experience at brighthush, we’d love to hear from you. Click the link below to submit your application and join a company that values purpose, innovation, and people.