Senior Strategic Customer Success Lead – Accelerating AI‑Powered Frontline Care Adoption, Revenue Expansion, and Social Impact for brighthush in Australia
About brighthush
brighthush is not just a technology company; it is a global movement that is redefining the frontline care ecosystem. With a bold vision to liberate caseworkers, social workers, and community health professionals from administrative overload, brighthush delivers an AI‑driven platform that transforms routine paperwork into seamless, real‑time workflows. By automating note‑taking, live interpretation, and call handling, our solution frees frontline teams to focus on what truly matters: the people they serve. Since its inception, brighthush has earned the trust of over 100,000 professionals across the UK, US, and now Australia, and it continues to push the boundaries of what technology can achieve for social impact.
Our Mission & Vision
Frontline care workers are the backbone of our communities. They juggle complex casework, navigate regulatory frameworks, and provide compassionate support under intense time pressure. brighthush Notes gives them a single, AI‑powered platform that automates routine tasks, offers real‑time language interpretation, and captures insights that can inform policy and practice. By freeing up time and reducing errors, we enable caseworkers to deliver higher quality care, improve outcomes for vulnerable populations, and ultimately create healthier, more resilient communities.
Our Product: brighthush Notes
- AI‑Powered Note‑Taking: Automatically transcribes conversations and generates structured case notes.
- Live Interpretation: Real‑time language translation for multilingual interactions.
- Call Handling Automation: Seamlessly routes calls, records key data, and logs outcomes.
- Analytics & Insights: Dashboards that track usage, identify trends, and support evidence‑based decision making.
Why This Role Matters
As a founding member of the Australian team, you will be the linchpin in building lasting partnerships, driving adoption, and ensuring our partners realise the full value of brighthush Notes. You will shape the customer success function from the ground up, influence product direction, and help us create a measurable social impact across the country. In this role, you will not only manage relationships but also become a strategic advisor to agencies, a revenue catalyst, and a champion of continuous improvement. Your work will directly influence how frontline workers spend their time, how agencies meet regulatory mandates, and how communities benefit from smarter, data‑driven care.
Key Responsibilities
- Partner Champion: Build and nurture relationships with frontline agencies, senior leaders, and end‑users, ensuring a seamless onboarding experience and continuous value delivery.
- Growth & Revenue Driver: Identify upsell and renewal opportunities, craft compelling proposals, and manage a revenue pipeline that aligns with brighthush Australia’s growth targets.
- Adoption & Engagement Lead: Conduct training sessions, gather user feedback, analyse usage data, and implement strategies that boost feature adoption and user satisfaction.
- Impact Analyst: Design and execute pilot evaluations, collect benchmark data, and produce concise reports that demonstrate the tangible benefits of brighthush Notes for our partners.
- Voice of the Customer: Translate frontline insights into actionable product and go‑to‑market recommendations, collaborating closely with product and marketing teams.
- Process Architect: Develop and refine customer success playbooks, SOPs, and tools tailored to the Australian market, setting the foundation for a scalable CS function.
- Team Builder: Recruit, mentor, and lead a high‑performing customer success squad, fostering a culture of continuous improvement and customer obsession.
- Strategic Partner: Work with senior leadership to align customer success initiatives with overall business strategy, ensuring that every engagement contributes to our mission.
- Data Steward: Maintain accurate, up‑to‑date customer data in our CRM, ensuring that insights are actionable and that reporting is reliable.
- Thought Leader: Represent brighthush at industry events, webinars, and conferences, positioning the brand as a trusted partner in frontline care innovation.
Essential Qualifications
- 2–4 years of experience in a high‑growth, VC‑backed startup environment.
- Proven track record of building strong client relationships and driving revenue growth.
- Exceptional written and verbal communication skills, with the ability to present complex ideas clearly to diverse audiences.
- Strong analytical mindset – comfortable working with data to uncover insights and inform strategy.
- Adaptability and a growth mindset – thrive in ambiguous, fast‑moving settings.
- Meticulous attention to detail and a proactive approach to problem‑solving.
- Passion for creating positive social impact, especially within the frontline care sector.
- Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
- Experience with data visualization tools (e.g., Tableau, Power BI) is a plus.
Preferred Qualifications
- Experience in the health or social care industry, with a deep understanding of frontline workflows.
- Background in customer success, account management, or implementation roles within SaaS companies.
- Experience managing cross‑functional teams and coordinating with product, engineering, and marketing.
- Fluency in multiple languages or experience working in multicultural environments.
- Knowledge of Australian regulatory frameworks related to social care and data privacy.
- Prior experience in a startup that has scaled from a small team to a national presence.
Core Competencies & Skills
- Relationship Building: Ability to establish trust and rapport with stakeholders at all levels.
- Commercial Acumen: Strong negotiation skills and a keen eye for revenue opportunities.
- Communication: Articulate, engaging, and persuasive in both written and spoken formats.
- Data‑Driven Decision Making: Comfortable with dashboards, metrics, and KPI tracking.
- Project Management: Skilled at coordinating complex implementations and ensuring on‑time delivery.
- Customer Advocacy: Deep empathy for user needs and a relentless focus on delivering delight.
- Strategic Thinking: Ability to translate customer insights into long‑term product and market strategies.
- Leadership: Ability to inspire, coach, and develop a high‑performing team.
- Change Management: Experience leading adoption initiatives and driving cultural change.
Career Growth & Learning Opportunities
As a founding member of the Australian team, you will have the unique chance to shape brighthush’s market strategy, influence product direction, and build a high‑performance customer success organization from the ground up. You’ll work side‑by‑side with the senior leadership team, including brighthush’s CEO, Alex, and brighthush’s CCO, Rachel, gaining exposure to executive decision‑making and strategic planning. We invest heavily in professional development: access to industry conferences, leadership training, and a generous learning budget for courses, certifications, and workshops. Your growth trajectory will be accelerated by the high‑impact nature of your role and the entrepreneurial culture that rewards initiative and results.
Work Environment & Culture
brighthush thrives on a culture of collaboration, transparency, and purpose. Our remote‑first model empowers you to work from anywhere in Australia while staying connected through weekly all‑hands meetings, cross‑functional hackathons, and informal virtual coffee breaks. We celebrate diversity, equity, and inclusion at every level. Our hiring process is designed to be accessible, and we provide reasonable adjustments for candidates who need them. We believe that a diverse team fuels innovation and drives better outcomes for the communities we serve.
Compensation & Benefits
- Base Salary: AUD 100,000 – 130,000 per year, commensurate with experience.
- Variable Pay: 40% commission on revenue targets, with clear, achievable milestones.
- Equity: Eligible for a competitive equity package as part of the founding team.
- Health & Wellness: Comprehensive medical, dental, and vision coverage; mental health support; and a wellness stipend.
- Remote Work: Flexible working hours, home office stipend, and access to a global network of talent.
- Professional Development: Annual learning budget, conference sponsorships, and mentorship programs.
- Perks: Unlimited vacation, paid parental leave, and a culture of continuous feedback.
- Community Impact: Opportunities to volunteer with partner agencies and contribute to social impact projects.
Application Process
We’ve designed a four‑stage interview journey to give you a comprehensive view of brighthush while allowing us to get to know you deeply:
- Talent Team Call: A 30‑minute conversation to discuss your background, motivations, and fit.
- Take‑Home Task: A realistic scenario that showcases your problem‑solving and communication skills.
- Roleplay & Presentation: A live session with team members where you demonstrate your approach to a typical customer success challenge.
- Executive Interviews: One‑on‑one meetings with brighthush’s CEO, Alex, and brighthush’s CCO, Rachel, to align on vision, expectations, and next steps.
Throughout the process, we’ll share insights into our product roadmap, company culture, and the impact we’re creating in the frontline care sector.
How to Apply
Ready to make a difference? Apply to brighthush today and help us build a brighter future for frontline workers across Australia.
FAQs
- What does remote work look like at brighthush? We operate on a flexible, remote‑first model. You can work from anywhere in Australia, but we do have occasional in‑person gatherings and hackathons.
- How does the equity package work? Equity is offered as part of the founding team package and is subject to a standard vesting schedule.
- What learning resources are available? We provide a yearly learning budget, access to industry conferences, and internal mentorship programs.
- Is there a relocation allowance? If you need to relocate within Australia, we offer a relocation stipend to cover moving costs.
Closing Statement
At brighthush, you’ll be part of a mission‑driven team that is redefining how frontline professionals deliver care. You’ll have the autonomy to shape strategy, the resources to execute, and the support of a leadership team that values your voice. If you’re passionate about technology, impact, and growth, we want to hear from you.
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