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About brighthush
brighthush is a trailblazing technology company that is redefining the way veterinary professionals manage their practices. By harnessing the power of artificial intelligence, we deliver intuitive tools that automate paperwork, streamline workflows, and free up clinicians to focus on what they do best: caring for animals. Our mission is simple yet profound – to eliminate administrative burden and prevent burnout in veterinary teams worldwide.
Founded by a team of veterinarians, engineers, and business strategists, brighthush has grown from a small startup to a global, distributed organization. We operate in the ANZ region and beyond, collaborating with clinics, hospitals, and private practices to bring cutting‑edge solutions to the front lines of animal healthcare. Our culture is built on speed, transparency, and the belief that great ideas can come from anyone, anywhere.
Why the Veterinary Industry Needs You
The veterinary sector is facing unprecedented challenges: long working hours, escalating administrative demands, and a growing risk of burnout. These pressures compromise the quality of care and the well‑being of veterinary professionals. At brighthush, we are on a mission to change that narrative. By providing AI‑driven tools that automate routine tasks, we enable veterinarians to devote more time to patient care, research, and professional development.
As a Customer Success Representative, you will be at the forefront of this transformation. You will help our clients unlock the full potential of our platform, ensuring they achieve measurable improvements in efficiency, client satisfaction, and revenue.
About the Role
The Customer Success Representative is the linchpin between our product, our clients, and our internal teams. Your primary responsibility is to guide new and existing customers through every stage of their journey – from onboarding to adoption, to expansion. You will act as a trusted advisor, advocate, and problem‑solver, ensuring that each client derives maximum value from our AI‑powered solutions.
Key aspects of the role include:
- Managing a portfolio of clients across the ANZ region.
- Collaborating closely with Sales, Engineering, Marketing, and Product teams.
- Driving adoption of new features and capabilities.
- Identifying upsell and cross‑sell opportunities.
- Collecting and communicating customer feedback to shape product roadmap.
The position offers flexible scheduling options: 9:00 a.m. – 5:00 p.m. or 11:00 a.m. – 7:00 p.m., depending on business needs and coverage requirements.
Key Responsibilities
- Onboarding Excellence – Lead the seamless transition of new clients from sales to implementation, ensuring they receive comprehensive training and support.
- Product Training & Demonstrations – Conduct engaging, role‑specific training sessions that empower users to leverage the full suite of features.
- Customer Health Monitoring – Use data‑driven insights to track usage patterns, satisfaction scores, and potential churn indicators.
- Risk Mitigation – Identify at‑risk accounts early and collaborate with internal stakeholders to resolve issues and restore engagement.
- Feature Adoption Champion – Guide clients through the adoption of new releases, highlighting ROI and best practices.
- Optimization Recommendations – Provide actionable advice on process improvements, workflow automation, and best‑practice implementation.
- Cross‑Functional Collaboration – Work hand‑in‑hand with Sales, Engineering, Marketing, and Product to address customer needs and incorporate feedback.
- Revenue Expansion – Spot opportunities for upsell and cross‑sell, and work with the sales team to close new business.
- Voice of the Customer – Advocate for client needs within the organization, ensuring their concerns are heard and addressed.
- Success Story Development – Create compelling case studies, testimonials, and reference programs that showcase client success.
Essential Qualifications
- Minimum 3 years of experience in Customer Success, Account Management, or a related client‑facing role.
- Proven track record of managing multiple accounts simultaneously while maintaining meticulous attention to detail.
- Strong communication and interpersonal skills, with the ability to build lasting relationships with stakeholders at all levels.
- Advanced problem‑solving abilities, including troubleshooting complex technical and operational issues.
- Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools.
- Excellent presentation and training capabilities.
- Self‑motivated, proactive, and driven by a customer‑first mindset.
- Strong organizational and time‑management skills.
- Adaptability to thrive in a fast‑paced, dynamic environment.
- Empathy and a genuine passion for helping customers succeed.
Preferred Qualifications
- Experience working within the veterinary or pet care industry.
- Familiarity with AI or SaaS product ecosystems.
- Knowledge of veterinary practice workflows and regulatory requirements.
- Experience with data analytics and reporting tools.
- Multilingual capabilities, especially in Australian or New Zealand languages.
Skills & Competencies
- Customer‑Centricity – Deep understanding of client needs and the ability to translate them into actionable solutions.
- Strategic Thinking – Ability to see the big picture and align customer goals with business objectives.
- Analytical Mindset – Proficiency in interpreting usage data, health metrics, and performance indicators.
- Collaboration & Influence – Skilled at working cross‑functionally and influencing stakeholders without direct authority.
- Resilience & Adaptability – Comfortable navigating ambiguity and shifting priorities.
- Tech Savvy – Quick to learn new tools, platforms, and emerging technologies.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Representative, you will have the chance to:
- Progress to a Senior Customer Success Manager or Customer Success Lead role.
- Transition into Product Management, Sales Engineering, or Customer Experience Strategy.
- Lead regional or global customer success initiatives.
- Participate in industry conferences, webinars, and thought‑leadership panels.
- Access continuous learning resources, including certifications in SaaS, AI, and veterinary practice management.
Work Environment & Culture
brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is defined by:
- Open Communication – Transparent decision‑making and regular all‑hands meetings.
- Innovation & Experimentation – Encouragement to test new ideas and iterate quickly.
- Diversity & Inclusion – Commitment to building a team that reflects the communities we serve.
- Well‑Being & Work‑Life Balance – Flexible schedules, mental health resources, and a supportive environment.
- Community Impact – Opportunities to contribute to animal welfare initiatives and industry advocacy.
Compensation & Benefits
While specific figures may vary based on experience, we offer a competitive salary package that includes:
- Base salary with performance‑based bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible paid time off and holiday schedule.
- Professional development stipend.
- Equity or stock‑option program (subject to eligibility).
- Well‑being benefits such as gym memberships, wellness apps, and mental health support.
- Regular team‑building events and virtual social gatherings.
How to Apply
If you are passionate about transforming veterinary practice, thrive in a fast‑paced environment, and want to make a tangible impact, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you are the ideal fit for the Customer Success Representative role at brighthush.
Closing
Join brighthush and become part of a mission‑driven team that is reshaping the future of veterinary medicine. Your expertise will help countless clinics deliver better care, reduce administrative overhead, and ultimately improve the lives of animals and their caregivers. Apply today and help us build a brighter, healthier world for pets and the professionals who care for them.
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