Senior Remote Customer Success Manager – SaaS, R&D Tax Credit, Onboarding & Retention Specialist at brighthush

About brighthush

brighthush is a forward‑thinking fintech company that is redefining how businesses navigate the complex world of research and development tax incentives. Leveraging cutting‑edge artificial intelligence, our platform automates the entire R&D tax credit lifecycle—from data ingestion and compliance checks to filing and capitalisation—so that finance teams can focus on strategy rather than paperwork. Founded in 2019, brighthush has grown from a lean startup to a dynamic team of 11‑50 professionals headquartered in Mountain View, California, and serving clients across the United States.

Our mission is simple: make the tax process effortless, transparent, and scalable. We do this by combining deep industry expertise with a user‑centric design philosophy, ensuring that every customer interaction is seamless, data‑driven, and value‑adding. As we expand our footprint, we’re looking for a seasoned Customer Success Manager who can help us turn new sign‑ups into long‑term partners and drive sustainable growth.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere in the United States (or Canada) with a fully supported remote environment.
• Impactful Role: Own the entire customer journey—from kickoff to renewal—and directly influence product development, customer satisfaction, and revenue growth.
• Growth Opportunities: As a key member of the Customer Success team, you’ll have clear pathways to senior leadership roles, product management, or even executive positions.
• Learning & Development: Access to industry conferences, advanced training in R&D tax law, and continuous mentorship from senior leaders.
• Competitive Compensation: A base salary that reflects your experience, complemented by performance‑based bonuses and equity options.
• Benefits: Comprehensive health, dental, vision, and flexible spending accounts, along with generous paid time off and a 401(k) match.

Key Responsibilities

As the Remote Customer Success Manager at brighthush, you will be the linchpin that connects our technology, our customers, and our growth objectives. Your day‑to‑day activities will include:

• Lead Customer Onboarding: Orchestrate the initial setup for each new client—integrating Jira and GitHub, collecting payroll and cost data, and establishing a clear timeline for the first R&D study or close cycle.
• Maintain Ongoing Rhythm: Conduct regular check‑ins, such as monthly capitalization updates, data refreshes, and annual R&D study and filing deadlines, ensuring that customers stay on track and compliant.
• Serve as the Single Point of Contact: Resolve data and integration issues in collaboration with our tax, engineering, and solutions teams, providing timely, clear communication to customers.
• Translate Technical Results: Explain complex tax and financial outcomes to CFOs, controllers, tax directors, and external CPAs in plain language that resonates with executive audiences.
• Monitor Account Health: Track usage metrics, identify early warning signs of churn, and proactively address potential risks.
• Drive Renewals & Expansion: Own the renewal process, negotiate contract extensions, and uncover upsell opportunities—such as adding software capitalization for an R&D credit customer.
• Advocate for Customers: Gather feedback, prioritize feature requests, and collaborate with the product team to build playbooks and documentation that enable scalable success.

Essential Qualifications

• Minimum 5 years of experience in customer success, account management, or implementation within a B2B SaaS environment.
• Proficiency with data—comfortable working in spreadsheets, reconciling messy payroll or cost files, and navigating API integrations.
• Exceptional written and verbal communication skills, with the ability to distill technical or tax concepts into clear, executive‑level messaging.
• Track record of managing multiple accounts and deadlines simultaneously without compromising detail or quality.
• Strong sense of ownership—treating retention, renewals, and expansion as personal metrics.
• Bachelor’s degree in business, finance, accounting, or a related field, or equivalent professional experience.
• Experience selling to finance or accounting teams is highly desirable.
• Familiarity with U.S. R&D tax credit (IRC §41), ASC 350‑40, or public accounting is a significant plus.

Preferred Qualifications

• Prior experience in a tax technology or fintech startup.
• Knowledge of data security best practices and compliance frameworks.
• Experience leading cross‑functional initiatives that bridge product, engineering, and sales.
• Proficiency in project management tools such as Asana, Monday.com, or Jira.
• Fluency in additional languages (Spanish, Mandarin, etc.) is a bonus for serving a diverse client base.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to interpret data, identify trends, and make data‑driven decisions.
• Problem‑Solving: Quick to diagnose issues, propose solutions, and collaborate across teams.
• Strategic Vision: Understand how individual account success contributes to broader business goals.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Leadership: Mentor junior team members and influence cross‑functional stakeholders.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Customer Success Manager, you will:

• Progress to senior roles such as Director of Customer Success or Head of Client Experience within 2‑3 years.
• Transition into product management or strategy roles, leveraging your deep customer insights.
• Participate in quarterly leadership workshops, industry conferences, and specialized training in R&D tax law.
• Take ownership of new initiatives—such as expanding into international markets—where you can shape the customer journey from the ground up.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer value. We celebrate diversity, encourage open dialogue, and empower every team member to contribute ideas that shape our product and service roadmap. Remote work is fully supported with the same resources, mentorship, and recognition as our on‑site colleagues.

Compensation & Benefits

While specific figures vary based on experience, the role offers a competitive base salary, performance‑based bonuses, and equity options that align your success with the company’s growth. Additional benefits include:

• Health, dental, and vision insurance (fully or partially covered).
• Flexible spending accounts and a 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you’re ready to take ownership of a high‑impact role, help shape the future of R&D tax technology, and grow alongside a passionate team, we want to hear from you. Submit your application through the link below and join brighthush in simplifying the tax process for businesses worldwide.

Apply to this job

Closing Thoughts

At brighthush, we’re not just building a product—we’re building a community of innovators who believe that technology can unlock financial potential for companies of all sizes. As our Remote Customer Success Manager, you’ll be at the forefront of that mission, ensuring that every client feels heard, supported, and empowered to achieve their R&D tax goals. If you’re driven by data, passionate about customer success, and eager to make a tangible impact, we encourage you to apply today.