Senior Strategic Customer Success Manager – Global Expansion & Revenue Growth Champion Driving International Growth, Customer Loyalty, and Market‑Wide Adoption at brighthush

About brighthush

brighthush is a pioneering force in global business enablement, redefining how companies scale across borders with confidence, speed, and compliance. Our end‑to‑end suite—spanning legal entity setup, global HR, payroll, tax, and advisory—empowers organizations to navigate the most complex international landscapes. By fusing cutting‑edge technology with deep industry expertise, we help our clients accelerate growth, mitigate risk, and stay compliant in every market they enter.

Our portfolio includes leading technology firms, fast‑growing scale‑ups, and ambitious enterprises. brighthush is uniquely positioned to become the trusted partner for any organization looking to expand globally. Our mission is simple: help businesses grow faster, stay compliant, and reduce risk in every market they enter.

Why brighthush?

At brighthush, success is a partnership. We empower our clients with the tools, expertise, and support they need to navigate the intricacies of global expansion. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering value. As a remote‑first organization, we give our teams the flexibility to work from anywhere while fostering a strong sense of community and shared purpose.

Role Overview

We are seeking an experienced Senior Strategic Customer Success Manager who will own the relationship with a portfolio of customers after they transition from Sales. In this role, you will guide clients through every stage of their international expansion journey—from onboarding and implementation to renewal and growth. Your focus will be twofold:

• Revenue Expansion: Drive upsell and cross‑sell opportunities within existing accounts, expanding brighthush’s services into new countries, service lines, and business units.
• Retention & Churn Prevention: Protect the customer base by monitoring account health, identifying risks early, and taking proactive action to ensure renewals and continued value.

You will act as the trusted advisor for each customer, working closely with Sales, Operations, Compliance, and Delivery teams to deliver a consistent, high‑quality experience across all markets.

Key Responsibilities

Account Ownership & Customer Relationship

• Take full ownership of customer accounts after handover from Sales, managing the entire lifecycle from onboarding to renewal and expansion.
• Serve as the primary point of contact and trusted advisor, coordinating support across brighthush to meet customer needs promptly and effectively.
• Build and nurture long‑term relationships with key stakeholders to drive retention and account growth.
• Develop a deep understanding of each customer’s industry, business activities, and expansion plans to anticipate needs and recommend the right brighthush services and technology.

Account Planning & Expansion Revenue

• Create, maintain, and regularly update strategic Account Plans that outline objectives, stakeholder maps, risks, and growth opportunities.
• Identify and assess white‑space opportunities within each account, including new countries, service lines, and business units.
• Build and manage a qualified pipeline of upsell and cross‑sell opportunities, converting them into revenue to meet an assigned expansion quota.
• Consistently demonstrate the value of brighthush’s services and technology to support adoption, renewal, and growth.

Retention & Churn Prevention

• Monitor account health and customer satisfaction, identify risks early, and take proactive action to prevent churn.
• Address customer requests, complaints, and concerns, managing escalations through to resolution with the relevant internal teams and tackling root causes to improve the customer experience.
• Collaborate with Finance to follow up on outstanding payments, ensuring accounts remain in good standing.

Business Reviews & Reporting

• Plan and lead Half‑Year Business Reviews (HBRs) and regular service review meetings, preparing agendas, performance reports, and strategic recommendations.
• Use these reviews to showcase the partnership’s impact, agree on priorities, and align on future expansion plans.

GateWay Platform Migration & Adoption

• Support customers through migration to brighthush’s new GateWay platform, collaborating with Product, Technology, Program Management, and Operations teams to ensure a smooth transition.
• Act as the main point of contact during migration, communicating timelines, managing expectations, and resolving any issues.
• Drive adoption of GateWay post‑migration through onboarding sessions, training, and ongoing enablement.
• Collect customer feedback during and after migration, feeding insights back to Product teams for continuous improvement.

Voice of the Customer & Enablement

• Share customer insights and feedback with Product, Operations, and Delivery teams to shape service and technology improvements.
• Participate in user research and usability studies as required.
• Contribute to training materials and educational content, including product tutorials, to maximize customer value.

CRM & Administration

• Maintain accurate and up‑to‑date Salesforce records, including interactions, account health, pipeline, and activity.
• Support the broader Customer Success team with additional responsibilities as needed, demonstrating flexibility and adaptability in a growing function.

Essential Qualifications

• Minimum of 5 years’ experience in Customer Success, preferably in international expansion services or a related field.
• Proven track record of meeting or exceeding expansion or upsell targets in a quota‑carrying role.
• Solid understanding of the international expansion industry, including EOR, entity management, payroll, and statutory compliance.
• Technical aptitude related to the use of brighthush’s products and services.
• Experience with Salesforce or a similar CRM.
• Ability to promote brand image and value through the customer experience.
• Exceptional written and verbal English communication skills; additional language fluency is a bonus.
• Strong accountability and personal organization, with the discipline to work effectively in a remote environment.

Preferred Qualifications

• Experience working in a fast‑paced, high‑growth startup or scale‑up environment.
• Background in consulting, legal, or financial services related to cross‑border operations.
• Knowledge of global tax regimes, labor laws, and compliance frameworks.
• Experience managing a portfolio of enterprise‑level accounts.
• Proficiency in additional languages (e.g., Spanish, Mandarin, French) is highly valued.

Skills & Competencies

• Relationship Building: Exceptional ability to communicate and foster positive, trusted business relationships.
• Accountability: Takes ownership of customer outcomes and follows through on commitments.
• Organization: Strong project management skills, proactively following up and delivering results across multiple accounts.
• Solution Orientation: Focuses on identifying and addressing root causes of issues.
• Commercial Awareness: Spots opportunities to add value and grow customer accounts.
• Effective Communication: Confidently communicates with senior personnel, both internal and external, and explains product concepts clearly.
• Coaching Mindset: Enjoys sharing knowledge and helping colleagues develop.
• Adaptability: Flexible and able to thrive in an evolving environment.
• Assertiveness: Assertive yet tactful, managing multiple business relationships effectively and delivering difficult messages.

What We Offer

• Competitive salary and performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• Unlimited paid time off and flexible work arrangements.
• Continuous learning budget and access to industry conferences, workshops, and certifications.
• Collaborative, inclusive culture that values innovation, transparency, and personal growth.
• Opportunity to shape the future of our Customer Success function and influence product roadmap.
• Remote‑first environment with a global network of talented professionals.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Strategic Customer Success Manager, you will have the chance to:

• Progress into senior Customer Success leadership roles, such as Senior CSM, Director of Customer Success, or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product development, go‑to‑market strategies, and customer enablement programs.
• Mentor junior team members and contribute to the development of a high‑performing Customer Success culture.
• Participate in global strategy sessions, gaining exposure to executive leadership and industry trends.

Join the brighthush Team

If you thrive in a fast‑paced, client‑first environment where solutions matter more than challenges, we want to hear from you. Bring your passion for customer success, your commercial mindset, and your drive to help companies conquer new markets. Apply today and become a key player in the #brighthushGlobalSolutionTeam.