Strategic Senior Customer Success Leader – Global Accounting SaaS Champion Driving Data‑Powered Growth, Retention, and Transformational Impact for High‑Value Clients at brighthush

About brighthush

brighthush is the world’s leading AI‑powered practice‑management platform for accounting firms. With a presence in 40 countries and a distributed team spanning the United States, Australia, New Zealand, Canada, the United Kingdom, and the Philippines, we combine cutting‑edge technology with deep industry expertise to deliver measurable value to our customers. Our award‑winning cloud platform is trusted by firms of every size—from boutique practices to global enterprises—and we are recognized as a top performer on G2, a Great Place to Work® certified organization, and a finalist on Fortune’s Best Small Workplaces™ list.

At brighthush, we believe the future of accounting is built on data, automation, and human insight. Our mission is to transform how firms operate, enabling them to focus on advisory services and client relationships while we handle the heavy lifting of workflow, compliance, and collaboration. If you are passionate about technology, data, and helping professionals unlock their full potential, brighthush is the place to grow, innovate, and make a lasting impact.

Why This Role Matters

As a Senior Customer Success Leader, you will be the strategic partner and commercial steward for a portfolio of high‑value accounting firms. Your influence will shape the trajectory of our customers’ businesses, drive revenue growth, and inform the future direction of our product roadmap. You will translate complex data into actionable insights, build trust with executive stakeholders, and champion continuous improvement across the entire customer lifecycle.

Key Responsibilities

Commercial Ownership & Growth

• Value Realization – Lead the first 90 days post‑sale to ensure onboarding outcomes align with defined business KPIs.
• Own renewal and expansion strategy for your portfolio, proactively identifying cross‑sell and upsell opportunities, including billing, payments, and advanced analytics modules.
• Increase Net Revenue Retention by deepening product adoption, expanding seat counts, and fostering multi‑threaded engagement across each firm.
• Build and maintain an accurate renewal forecast 90–120 days in advance, using data‑driven insights to inform strategy.

Strategic Customer Leadership

• Develop multi‑threaded relationships across decision‑makers, economic buyers, and operational leaders.
• Enable internal champions with structured success plans, ROI articulation, and executive‑ready materials.
• Translate brighthush capabilities into strategic business outcomes, becoming the go‑to expert on accounting firm operations.
• Diagnose root causes of workflow inefficiencies and align product capabilities to measurable firm‑level improvements.
• Create and maintain structured Success Plans tied to customer KPIs and long‑term growth objectives.
• Conduct executive‑level business reviews to measure progress and unlock next best actions.

Risk & Retention Excellence

• Proactively identify churn indicators through behavioral data, health metrics, and qualitative insight.
• Develop structured save plans with clear ROI articulation and executive alignment when risk emerges.
• Contribute to scalable retention methodologies as brighthush expands globally.

Cross‑Functional Influence

• Partner with Sales to support expansion strategy and complex renewal negotiations.
• Collaborate with Implementation, Support, and Education teams to ensure a seamless customer experience across the lifecycle.
• Translate customer insights into structured, data‑backed feedback for Product and Engineering, influencing roadmap priorities.
• Work with Marketing to inform industry‑specific messaging and thought leadership grounded in real customer outcomes.
• Drive cross‑functional alignment to remove friction and deliver measurable customer outcomes.

AI & Data Fluency

• Leverage AI‑driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains.
• Operate in a metrics‑rich environment, using dashboards and insights to prioritize next best actions across your portfolio.

Essential Qualifications

• Based in the United States or Canada, with experience working within distributed, global teams.
• 7+ years of experience in B2B SaaS, ideally within accounting or professional services software.
• Proven track record of owning renewals and driving measurable expansion revenue within complex accounts.
• Strong executive communication skills with the ability to influence firm leaders and articulate ROI clearly and confidently.
• Demonstrated ability to manage a portfolio with commercial rigor, strategic depth, and disciplined prioritization.
• Proficiency with CRM, Customer Success platforms, forecasting tools, and analytics systems.
• Comfortable operating in a data‑driven environment.
• Strong program management capability across cross‑functional stakeholders.
• Willingness to travel periodically for strategic customer engagements and industry events.

Preferred Qualifications

• Experience in the accounting industry, with a deep understanding of firm operations, regulatory requirements, and technology adoption challenges.
• Background in data science, AI, or analytics, enabling you to translate complex insights into actionable business recommendations.
• Track record of building and scaling customer success programs in a fast‑moving SaaS environment.
• Fluency in multiple languages, enhancing your ability to serve a global client base.
• Certified Customer Success Manager (CCSM) or similar professional credential.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture, anticipate market trends, and translate them into actionable plans for clients.
• Data‑Driven Decision Making – Proficiency in interpreting dashboards, usage metrics, and health scores to guide customer actions.
• Relationship Building – Skilled at cultivating trust with C‑suite executives, economic buyers, and operational leaders.
• Communication & Storytelling – Craft compelling narratives that translate ROI into tangible business outcomes.
• Project Management – Manage multiple initiatives simultaneously, ensuring timely delivery and stakeholder alignment.
• Problem Solving – Diagnose complex workflow issues and recommend technology‑driven solutions.
• Collaboration – Work seamlessly with Sales, Product, Engineering, Marketing, and Support to deliver a unified customer experience.
• Adaptability – Thrive in a fast‑changing environment, quickly learning new tools and processes.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Success Leader, you will:

• Lead cross‑functional initiatives that shape the future of our product roadmap.
• Mentor junior Customer Success Managers, fostering a culture of continuous learning.
• Participate in global leadership programs, gaining exposure to executive decision‑making.
• Attend industry conferences, webinars, and workshops to stay ahead of accounting technology trends.
• Earn certifications in customer success, data analytics, and AI, supported by our learning budget.

Work Environment & Company Culture

brighthush is a distributed, inclusive, and high‑performance organization. Our culture is built on:

• Collaboration – Open communication channels across time zones, ensuring every voice is heard.
• Innovation – A culture that encourages experimentation, rapid prototyping, and learning from failure.
• Transparency – Clear goals, metrics, and open feedback loops at every level.
• Work‑Life Balance – Flexible schedules, remote work options, and a focus on mental and physical well‑being.
• Diversity & Inclusion – A commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonus tied to Net Revenue Retention, expansion revenue, and customer satisfaction metrics.
• Equity or stock‑option program, aligning your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching (or equivalent) to support your financial future.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development stipend, covering courses, certifications, and conference attendance.
• Wellness programs, including virtual fitness classes, mental health resources, and wellness stipends.

How to Apply

Ready to take the next step in your career and help accounting firms worldwide unlock their full potential? Click the link below to submit your application and join the brighthush team.

Apply for this job

Closing

At brighthush, you will be part of a mission‑driven organization that is redefining the accounting industry through technology, data, and human insight. As a Senior Customer Success Leader, you will have the opportunity to shape the future of our clients, influence product strategy, and grow alongside a global, high‑impact team. If you are a strategic thinker, data‑savvy leader, and passionate advocate for customer success, we invite you to apply and help us build the next generation of accounting excellence.