Remote Customer Success Manager – Strategic Engagement & Growth Specialist for B2B Payment Solutions at brighthush
About brighthush
brighthush is a forward‑thinking fintech company that is redefining how small and medium‑sized businesses manage their cash flow. Since our founding in 2018, we have built a digital accounts payable and receivable platform that empowers entrepreneurs to streamline payments, reduce friction, and unlock working capital. With a vibrant team of 501‑1,000 employees headquartered in New York City, we are rapidly expanding our footprint across the United States and beyond. Our mission is simple: give every business the tools it needs to thrive in a fast‑moving digital economy.
Why Join brighthush?
At brighthush, you’ll be part of a high‑energy, mission‑driven culture that values innovation, collaboration, and continuous learning. We believe that our people are our greatest asset, and we invest heavily in their growth through mentorship, workshops, and cross‑functional projects. As a remote‑first organization, we offer the flexibility to work from anywhere in the United States (subject to state residency requirements) while still fostering a strong sense of community through virtual town halls, team‑building activities, and regular in‑person retreats.
Role Overview
As a Remote Customer Success Manager at brighthush, you will be the trusted advocate for our small‑business customers. You will own the entire customer journey—from early adoption to long‑term retention—ensuring that each client realizes maximum value from our platform. Your strategic insights will shape product development, marketing initiatives, and overall customer experience. You will collaborate closely with Sales, Product, Engineering, and Marketing to elevate the voice of the customer and drive measurable growth.
Key Responsibilities
- Strategic Customer Engagement: Own all strategic actions that drive customer engagement and retention. Develop and execute tailored success plans that align with each client’s business objectives.
- Relationship Building: Build deep, trust‑based relationships with key stakeholders at each customer. Conduct regular business reviews, identify upsell opportunities, and champion the customer’s success within brighthush.
- Lifecycle Management: Guide customers through every stage of the adoption lifecycle—onboarding, expansion, renewal, and advocacy. Proactively remove friction, accelerate time‑to‑value, and ensure smooth transitions between phases.
- Health Signal Monitoring: Continuously evaluate customer health metrics, usage data, and feedback to surface churn risks and growth pathways. Use data‑driven insights to recommend proactive interventions.
- Strategic Conversations: Apply proven sales methodologies to lead strategic conversations, deepen discovery, and influence outcomes that benefit both the customer and brighthush.
- Education & Enablement: Own “one‑to‑many” initiatives such as webinars, workshops, and knowledge bases. Scale customer education to drive adoption and reduce support tickets.
- Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Sales to translate customer feedback into actionable product enhancements and go‑to‑market strategies.
- Process Improvement: Continuously evaluate and refine customer success processes. Suggest changes that increase efficiency, scalability, and alignment with business goals.
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