Senior Strategic Customer Success Manager – Australian & New Zealand Higher Education Partnerships

About brighthush

brighthush is a trailblazing, remote‑first technology company that empowers higher education institutions across Australia and New Zealand to make smarter, data‑driven decisions about people. From admissions to alumni development, our suite of AI‑powered analytics and workflow tools gives universities the insights they need to attract, retain, and celebrate their students and alumni. With a culture that champions innovation, collaboration, and continuous learning, brighthush is on a mission to transform the way universities engage with their communities.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the success of dozens of universities, helping them improve enrollment, retention, and fundraising outcomes.
• Remote‑First Flexibility: Work from anywhere in Australia or New Zealand, with occasional travel to client sites for face‑to‑face engagements.
• Growth‑Focused Environment: We invest heavily in professional development, mentorship, and career progression.
• Competitive Compensation: Attractive base salary, performance bonuses, and a comprehensive benefits package.
• Diverse & Inclusive Culture: A team that values different perspectives, encourages open dialogue, and celebrates every success.

Key Responsibilities

As the Senior Strategic Customer Success Manager, you will be the trusted partner for our Australian and New Zealand university clients. Your role will blend strategic thinking, operational excellence, and deep industry knowledge to ensure our solutions deliver maximum value.

• Client Relationship Stewardship: Build and maintain long‑term relationships with key stakeholders (Admissions, Student Services, Development, and Executive Leadership) at each university.
• Product Adoption & Optimization: Guide clients through the full product lifecycle—from onboarding and training to advanced analytics adoption—ensuring they extract actionable insights and realize ROI.
• Growth & Upsell Opportunities: Identify and pursue opportunities for expansion, cross‑sell, and renewal, working closely with the Sales and Product teams.
• Strategic Consulting: Serve as a subject‑matter expert on higher education trends, data strategy, and best practices, providing tailored recommendations that align with each institution’s goals.
• Performance Analytics: Monitor and report on key success metrics (NPS, churn, adoption rates, revenue growth) and translate data into actionable insights for both clients and internal stakeholders.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Finance to advocate for client needs, influence roadmap decisions, and drive product enhancements.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences; contribute to whitepapers, case studies, and blog content that showcase client success stories.
• Team Mentorship: Coach and mentor junior Customer Success Managers, fostering a culture of continuous improvement and knowledge sharing.

Essential Qualifications

• Minimum 5 years of Customer Success, Account Management, or Enterprise Consulting experience, preferably within the higher education sector.
• Proven track record of managing complex, multi‑stakeholder relationships and delivering measurable business outcomes.
• Deep understanding of Australian and New Zealand higher education landscapes, including regulatory frameworks, funding models, and institutional priorities.
• Strong commercial acumen: ability to identify upsell opportunities, negotiate contracts, and contribute to revenue growth.
• Excellent communication skills—both written and verbal—in English, with the ability to translate technical concepts into clear, actionable insights.
• Self‑motivated, highly organized, and comfortable working independently in a remote environment while collaborating across distributed teams.
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot) and data analytics tools (e.g., Tableau, Power BI).
• Willingness to travel up to 25 % of the time to client sites, conferences, and internal events.

Preferred Qualifications

• Background in data science, analytics, or a related technical field.
• Experience with AI/ML‑based educational technology solutions.
• Knowledge of student information systems (SIS) and learning management systems (LMS) used by Australian and New Zealand universities.
• Previous experience in a startup or high‑growth SaaS environment.
• Fluency in additional languages (e.g., Mandarin, French, Spanish) is a plus.

Key Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate challenges, and develop long‑term success plans.
• Relationship Building: Skilled at building trust, influencing stakeholders, and fostering collaborative partnerships.
• Analytical Mindset: Proficiency in interpreting data, identifying trends, and translating insights into actionable recommendations.
• Project Management: Strong organizational skills, with a proven ability to manage multiple initiatives simultaneously.
• Problem‑Solving: Creative, solution‑oriented approach to complex client challenges.
• Communication: Clear, concise, and persuasive communication across all levels of an organization.
• Adaptability: Comfortable navigating change, ambiguity, and evolving client needs.

Career Growth & Learning Opportunities

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

• Progress to a Director of Customer Success or Head of Client Success role, overseeing a global team.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Participate in leadership training programs, mentorship circles, and industry conferences.
• Access a curated library of courses, certifications, and learning resources in data analytics, higher education policy, and SaaS product management.
• Contribute to brighthush’s internal knowledge base, sharing best practices and case studies with peers.

Work Environment & Culture

brighthush thrives on a culture of transparency, curiosity, and collaboration. Our remote‑first model means:

• Flexible work hours that respect work‑life balance.
• Regular virtual town halls, team‑building activities, and informal coffee chats.
• A culture of psychological safety where every voice is heard and valued.
• Commitment to diversity, equity, and inclusion—our teams reflect the communities we serve.
• Access to cutting‑edge tools and technology that enable high‑performance work from anywhere.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: AUD 115,000 – 126,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to individual and company performance metrics.
• Retirement Plan: Superannuation contributions and optional retirement savings plan.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Paid Time Off: Generous vacation policy, public holidays, and personal days.
• Professional Development: Annual budget for courses, certifications, and conference attendance.
• Wellness Programs: Access to mental health resources, fitness subsidies, and mindfulness sessions.
• Equity & Stock Options: Opportunity to participate in brighthush’s equity program.

How to Apply

If you are passionate about driving transformative change in higher education, thrive in a fast‑paced, collaborative environment, and are ready to take on a strategic role that blends relationship management with data‑driven insight, we want to hear from you.

Submit your resume, cover letter, and any relevant portfolio or case studies through our careers portal. We look forward to exploring how your expertise can help brighthush continue to empower universities across Australia and New Zealand.