Senior Manager, Customer Success – APJ Enterprise Portfolio Leadership & Growth at brighthush

About brighthush

Who we are

brighthush is a global leader in cloud communications and customer engagement technology. We empower hundreds of thousands of businesses and millions of developers to create personalized, real‑time experiences that drive loyalty and revenue. Our platform unifies messaging, voice, video, and advanced Customer Data Platform (CDP) capabilities, breaking down data silos so organizations can understand every customer interaction in a single, actionable view.

Our culture is built on a remote‑first philosophy, a deep commitment to inclusion, and a passion for solving complex problems at scale. Whether you’re working from a home office in Sydney, a co‑working space in Tokyo, or a beachside villa in Bali, you are part of a vibrant, globally distributed team that values collaboration, continuous learning, and the freedom to innovate.

At brighthush, we believe that the future of communication is data‑driven, and we are constantly pushing the boundaries of what’s possible. As we expand our footprint across the Asia‑Pacific (APJ) region, we are looking for visionary leaders who can translate strategy into measurable outcomes, inspire high‑performing teams, and champion the success of our most strategic customers.

Why this role matters

Our Customer Success Management (CSM) organization is the trusted partner for strategic accounts, guiding them through the post‑sales journey, ensuring adoption, and unlocking the full value of the brighthush ecosystem. As the Senior Manager, Customer Success – APJ, you will be the linchpin that connects senior CSMs, enterprise customers, and cross‑functional partners (Sales, Professional Services, Engineering, Product, and Support). Your leadership will directly influence revenue retention, expansion, and the overall health of our most valuable accounts across Australia, New Zealand, Japan, Korea, Southeast Asia, and India.

Key Responsibilities

Team Leadership & Development

• Lead, mentor, and inspire a team of Senior Customer Success Managers (CSMs) to exceed targets for account health, platform adoption, and customer advocacy.
• Design and execute a robust onboarding and continuous‑learning curriculum that accelerates the ramp‑up of new hires and deepens the expertise of seasoned CSMs.
• Conduct regular performance reviews, set clear OKRs, and create individualized development plans that align personal growth with brighthush’s strategic objectives.
• Foster a culture of psychological safety, data‑driven decision‑making, and relentless customer focus.

Strategic Account Management

• Serve as the executive escalation point for the region’s most strategic enterprise accounts, building trusted‑advisor relationships with C‑suite leaders in IT, Product, Marketing, and Operations.
• Partner with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue, secure timely renewals, and identify expansion opportunities.
• Guide customers in designing and executing holistic engagement strategies that leverage both brighthush’s communication channels and its CDP capabilities.
• Lead quarterly business reviews (QBRs) that surface data‑driven insights, demonstrate ROI, and outline roadmaps for future growth.

Operational Excellence

• Own the APJ customer success operating model, ensuring alignment with brighthush’s global strategy while tailoring processes to regional nuances.
• Implement rigorous health‑score tracking, forecasting, and reporting within Salesforce.com, establishing proactive risk identification and mitigation frameworks.
• Collaborate with Product and Engineering to feed customer feedback into the product roadmap, championing features that solve real‑world challenges.
• Drive adoption of consumption‑based revenue models, encouraging customers to expand usage across messaging, voice, video, and data services.

Essential Qualifications

• People Leadership: Minimum 3 years of experience managing Customer Success teams, with a proven record of hiring, coaching, and scaling high‑performing groups.
• Customer Success Expertise: At least 8 years of experience in Customer Success or Account Management within complex, enterprise‑level environments.
• Enterprise Portfolio Management: Demonstrated success managing Fortune 500 or similarly large, multi‑division accounts.
• APJ Regional Experience: Deep understanding of the cultural, regulatory, and business dynamics across the APJ region, with a track record of delivering adoption and retention targets.
• Strategic Acumen: Ability to lead value‑based conversations with both technical stakeholders (Data, IT, Engineering) and line‑of‑business executives.
• Leadership Competencies: Empathetic, decisive, and skilled in crisis communication, escalation management, and executive negotiation.

Preferred Qualifications & Skills

• Experience with usage‑ or consumption‑based revenue models and a knack for driving expansion through data‑centric adoption strategies.
• Familiarity with Customer Data Platforms (CDP), MarTech stacks, communications APIs, or broader B2B SaaS ecosystems.
• Fluency in one or more APJ languages (e.g., Mandarin, Japanese, Korean) is a strong advantage.
• Track record of influencing product development through customer insights and feedback loops.
• Certification in project management (PMP, PRINCE2) or relevant agile frameworks.

Core Skills & Competencies

• Data‑Driven Decision Making: Proficiency with analytics tools, Salesforce, and customer health dashboards.
• Communication & Storytelling: Ability to translate complex technical concepts into compelling business narratives.
• Cross‑Functional Collaboration: Skilled at aligning sales, product, engineering, and support teams around shared goals.
• Change Management: Experience guiding large enterprises through digital transformation initiatives.
• Negotiation & Influence: Strong executive presence and the ability to secure multi‑year contracts and expansion deals.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As Senior Manager, you will have direct visibility with regional leadership and the global C‑suite, positioning you for future roles such as Director of Customer Success, VP of Global Customer Success, or even General Manager for a strategic market. We invest heavily in professional development through:

• Annual learning stipend for conferences, certifications, and advanced coursework.
• Mentorship programs pairing you with senior leaders across the organization.
• Access to internal “brighthush Academy” – a library of on‑demand training modules covering product deep‑dives, leadership, data analytics, and more.
• Opportunities to lead cross‑regional initiatives, pilot new customer‑success methodologies, and influence global strategy.

Work Environment & Culture

brighthush’s remote‑first model is supported by a suite of collaboration tools, flexible work hours, and a culture that celebrates diversity and inclusion. Our APJ hub offers:

• Quarterly in‑person gatherings in major APJ cities to strengthen relationships and share best practices.
• Regular virtual coffee chats, hackathons, and “innovation days” where teams can experiment with emerging technologies.
• A commitment to mental‑health and wellbeing, including generous paid time off, wellness allowances, and access to counseling services.
• Employee resource groups (ERGs) focused on gender equity, LGBTQ+ inclusion, multicultural networking, and veteran support.

Compensation, Perks & Benefits

While exact figures vary by location, brighthush offers a competitive total‑reward package that includes:

• Base salary aligned with market benchmarks for senior leadership roles in the APJ region.
• Performance‑based annual bonus tied to team and company OKRs.
• Equity grants that give you a stake in brighthush’s long‑term success.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous parental leave, caregiver support, and flexible work‑from‑anywhere policies.
• Retirement savings plans with company matching contributions.
• Professional development budget, technology stipend, and home‑office allowance.
• Travel budget for the 20‑25 % of the role that involves face‑to‑face customer and team engagements.

Location & Travel

This position is remote‑first and will be based in Australia, but you must be comfortable traveling 20‑25 % of the time across the APJ region to meet customers, attend regional events, and collaborate with cross‑functional teams.

Our Commitment to Equality & Safety

brighthush is proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where every employee can thrive, regardless of race, gender, sexual orientation, disability, veteran status, or any other legally protected characteristic. We also maintain rigorous safeguards against recruitment fraud. All official communications will come from a @brighthush.com email address, and we will never request payment, gift cards, or personal banking information during the hiring process.

Ready to Make an Impact?

If you are a strategic, data‑savvy leader with a passion for driving enterprise success and a desire to shape the future of customer engagement across the APJ region, we want to hear from you. Join brighthush and become part of a team that is redefining how the world communicates, one real‑time interaction at a time.

Apply today and take the next bold step in your career. Together, we’ll build the future of connected experiences.