Senior Lead Customer Success Manager – Enterprise Strategic Accounts (ANZ) – Championing Growth, Adoption, Loyalty, and Advocacy for High‑Value Clients at brighthush

Welcome to brighthush – Where Customer Success Meets Innovation

At brighthush, we’re more than a technology provider; we’re a movement that redefines how businesses connect, engage, and grow with their customers. By fusing marketing, sales, service, and operations into a single, intelligent ecosystem, we empower organisations to accelerate growth, deepen loyalty, and deliver unforgettable experiences—all while staying agile in a rapidly evolving market. In the ANZ region, where digital transformation is accelerating at breakneck speed, brighthush stands at the forefront, helping enterprises harness data, automation, and human insight to create customer journeys that are both scalable and deeply personal.

In today’s hyper‑competitive landscape, customer experience is the ultimate differentiator. The role of Customer Success has shifted from reactive support to proactive, strategic partnership. At brighthush, we believe that true success begins with a deep understanding of our clients’ business objectives and ends with measurable outcomes that drive revenue, retention, and advocacy. The Strategic Accounts team is the beating heart of this philosophy, working with the most complex, high‑value clients to unlock the full potential of our platform.

Why This Role Matters

As a Senior Lead Customer Success Manager on the Strategic Accounts team, you will be the trusted advisor for a portfolio of approximately 35 enterprise‑level accounts. Your influence will shape how these organisations adopt, expand, and derive lasting value from brighthush’s platform. You will partner with senior leaders, cross‑functional teams, and your own account team to design and execute success plans that align with each customer’s unique vision.

Key Responsibilities

• Account Portfolio Management: Own the end‑to‑end customer experience for 35 high‑value accounts, ensuring retention, expansion, and overall satisfaction.
• Relationship Building: Cultivate deep, strategic relationships at all levels of the customer organisation, from C‑suite to frontline teams, to understand their evolving needs and challenges.
• Strategic Consulting: Leverage consultative problem‑solving and deep product knowledge to help customers achieve measurable business outcomes, uncover new use cases, and maximise ROI.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product, Contract Management, and executive leadership to develop and execute success plans that align stakeholders on growth strategies and risk mitigation.
• Executive Business Reviews: Design, deliver, and follow up on Executive Business Reviews (EBRs), presentations, and strategic consultations that reinforce the value of brighthush and identify future opportunities.
• Advocacy & Solutioning: Act as the customer’s advocate within brighthush, driving adoption roadmaps, removing technical and cultural barriers, and aligning internal resources to support initiatives.
• On‑Site Consulting: Travel to client sites 2–3 times a year to conduct strategic consulting engagements, workshops, and adoption reviews.
• Impact Measurement: Demonstrate sustained, quantifiable impact on customer success metrics, program development, and team growth.

Essential Qualifications

• Proven experience managing enterprise accounts (200+ employees) with a minimum of $5–6 M ARR.
• Track record of measurable impact on customer outcomes through creative problem‑solving, strategic consulting, and change management.
• Exceptional communication and relationship‑building skills, with the ability to multithread across stakeholders and deliver compelling executive‑level presentations.
• Strong project management expertise, including planning and executing strategic initiatives.
• Experience with risk management, account retention, and renewal strategies.
• Autonomous, proactive mindset with a passion for identifying challenges and collaborating on solutions.
• Experience as a Senior CSM, Senior Account Manager, or in strategic partnership roles.
• Comfortable engaging with VP+ or C‑suite decision‑makers.

Preferred Qualifications

• Background in SaaS platforms and a deep understanding of the technology stack that powers modern customer success.
• Experience leading cross‑functional teams and driving adoption across multiple product lines.
• Knowledge of data‑driven decision making and proficiency with analytics tools.
• Experience in a fast‑paced, high‑growth environment where agility and boldness are valued.

Skills & Competencies

• Strategic Vision: Ability to translate customer goals into actionable success plans that drive revenue and retention.
• Analytical Acumen: Proficiency in interpreting usage data, financial metrics, and customer health scores to inform decisions.
• Influence & Negotiation: Skilled at persuading stakeholders, negotiating contracts, and aligning cross‑functional resources.
• Change Leadership: Comfortable leading organisational change, fostering adoption, and managing stakeholder expectations.
• Communication Excellence: Clear, concise, and persuasive written and verbal communication at all levels.
• Collaboration & Teamwork: Proven ability to work effectively with Sales, Product, Marketing, and Support to deliver a seamless customer experience.
• Resilience & Adaptability: Thrive in a dynamic environment, quickly pivoting to meet evolving customer needs.

Career Growth & Learning Opportunities

• Structured onboarding that immerses you in brighthush’s culture, products, and customer success framework.
• Annual education allowance and access to internal and external training programmes to sharpen your skills.
• Opportunities to lead high‑visibility projects, mentor junior team members, and shape the future of our success organisation.
• Clear career pathways from Lead CSM to Director of Customer Success, with a focus on strategic influence and cross‑functional leadership.
• Regular knowledge‑sharing sessions, hackathons, and cross‑team workshops that keep you at the cutting edge of industry trends.

Work Environment & Culture Highlights

• Remote‑first flexibility: work from home, the office, or a hybrid model that suits your lifestyle.
• Inclusive culture that values curiosity, boldness, and continuous learning.
• Regular town halls, hackathons, and cross‑team knowledge‑sharing sessions that keep you connected to the broader brighthush community.
• Employee Resource Groups and inclusion programmes that foster belonging and celebrate diversity.
• Transparent communication from leadership, ensuring you always know where the company is headed.

Compensation, Perks & Benefits

• Competitive base salary, performance‑based commissions, and equity options that reward your contributions.
• Flexible time‑off policy that supports work‑life balance.
• Healthcare and wellness reimbursements, including mental health support.
• Primary and secondary caregiver leave to support your family commitments.
• Volunteering time and community‑impact initiatives that let you give back.
• Recognition as a top workplace by industry peers and employee reviews.
• Access to cutting‑edge tools, technology, and resources that empower you to deliver exceptional customer outcomes.

How to Apply

Are you ready to take your Customer Success career to the next level? If you’re passionate about helping enterprise customers achieve transformative results, thrive in a fast‑paced environment, and enjoy collaborating with senior leaders, we want to hear from you.

Apply today and become part of a company that values flexibility, autonomy, and results. Let’s build the future of customer success together at brighthush.