Seasoned Enterprise Customer Success Leader – Growth, Retention & Advocacy Champion for Mortgage Market Intelligence at brighthush

About brighthush

brighthush is more than a mortgage market intelligence platform – it is a catalyst for smarter, data‑driven decisions in one of the most dynamic sectors of the financial services industry. Founded in 2022, we have empowered loan officers, mortgage companies, and lenders to unlock the full potential of real‑time market data, property insights, and borrower behavior. By aggregating and contextualizing the information that matters most, we help our clients identify the most valuable real‑estate agents, recruit top producers, and allocate capital to the most promising opportunities.

Our client portfolio is a testament to our impact: more than 55% of the Top 100 mortgage lenders rely on brighthush to stay ahead of market shifts, outpace competitors, and drive revenue growth. We have achieved this without external funding, remaining bootstrapped, profitable, and fiercely independent. Our growth is fueled by word‑of‑mouth from satisfied loan officers who champion the value we deliver to their peers.

At brighthush, we live by three core principles that shape every interaction, decision, and product iteration:

• Lead with Value – Every feature, every conversation, and every data point is designed to deliver measurable business outcomes.
• Do the Right Thing – Integrity, honesty, and fairness guide our actions, ensuring we build trust with customers and colleagues alike.
• Be Generous Without Keeping Score – We celebrate wins, share knowledge, and give back to the community without expecting immediate returns.

Our team is fully remote, async‑first, and driven by data, AI, and automation. This structure frees our people to focus on high‑impact work: understanding customer businesses, solving real problems, and building lasting relationships that matter.

Role Overview

As one of the first Enterprise Customer Success Managers at brighthush, you will own a portfolio of high‑value customers from onboarding through renewal and expansion. You will be the strategic partner who ensures that each account realizes maximum value, stays engaged, and grows over time. Your work will directly influence our retention rates, expansion revenue, and the overall health of our enterprise book.

What You’ll Own

• Strategic Account Plans – Within 30 days of onboarding a new customer, you will craft a concise, data‑rich plan that captures why they chose brighthush, the key stakeholders, their objectives, usage patterns, risk factors, and next steps. These plans will be refreshed before every review and renewal.
• Renewal Pathways – From day one, you will map the renewal journey, identify risks early, and develop mitigation plans. Your goal is to eliminate churn by proactively addressing concerns before they become objections.
• Expansion & Upsell – By uncovering new use cases, product features, and organizational needs, you will drive organic growth. You’ll manage smaller expansions independently and partner with Account Executives on larger deals. A portion of your variable compensation is tied to successful expansion.
• Advocacy & Referrals – Satisfied customers become brand ambassadors. You will nurture relationships with executive sponsors and daily users alike, turning them into case studies, testimonials, and referrals that fuel our marketing engine.

Key Responsibilities

• Own the full lifecycle of a defined set of enterprise accounts, ensuring that each customer receives the highest level of service and support.
• Develop and maintain deep, strategic relationships with executive sponsors, decision makers, and day‑to‑day users.
• Collaborate cross‑functionally with Product, Engineering, Marketing, and Sales to advocate for customer needs and drive product enhancements.
• Analyze usage data, customer health metrics, and market trends to identify opportunities for upsell, cross‑sell, and renewal.
• Deliver quarterly business reviews (QBRs) that highlight ROI, uncover new opportunities, and reinforce the strategic value of brighthush.
• Lead the creation of case studies, testimonials, and reference programs that showcase customer success stories.
• Act as the voice of the customer within brighthush, feeding insights back to product and engineering teams to shape the roadmap.
• Maintain accurate forecasting and reporting on renewal, expansion, and churn metrics.
• Mentor junior Customer Success team members and share best practices across the organization.

Essential Qualifications

• 5+ years of experience in enterprise customer success, account management, or a related role within the financial services or SaaS industry.
• Proven track record of managing high‑value accounts, driving renewals, and achieving expansion revenue targets.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Exceptional communication and presentation skills, capable of engaging C‑suite executives and technical stakeholders alike.
• Experience working in a remote, async‑first environment and a demonstrated ability to manage priorities independently.
• Deep understanding of mortgage market dynamics, loan origination processes, and the competitive landscape is highly desirable.
• Proficiency with CRM systems (e.g., brighthush), customer success platforms (e.g., brighthush), and data visualization tools (e.g., brighthush).

Preferred Qualifications

• Background in data analytics or data science, with the ability to build dashboards and models that inform customer strategy.
• Experience leading or participating in customer advisory boards or reference programs.
• Knowledge of AI/ML applications in financial services and how they can enhance customer outcomes.
• Fluency in multiple languages, especially Spanish or Mandarin, to support a global customer base.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture, anticipate market shifts, and align customer success initiatives with business objectives.
• Relationship Building – Proven talent for cultivating trust, influencing stakeholders, and fostering long‑term partnerships.
• Data‑Driven Decision Making – Comfortable working with large datasets, deriving insights, and presenting findings to both technical and non‑technical audiences.
• Problem Solving – Creative, solution‑oriented mindset that tackles complex challenges and delivers tangible results.
• Collaboration & Influence – Ability to work cross‑functionally, rally teams around shared goals, and drive consensus.
• Adaptability – Thrives in a fast‑moving, evolving environment and embraces change as an opportunity.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market we serve. As a senior member of the Customer Success team, you will:

• Lead initiatives that shape the future of our product roadmap and customer experience strategy.
• Mentor and coach junior team members, building a high‑performing, collaborative culture.
• Participate in executive‑level strategy sessions, influencing company direction and growth plans.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.
• Explore cross‑functional roles in Product, Sales, or Marketing, leveraging your deep customer insights to drive broader business impact.

Work Environment & Culture at brighthush

Our remote, async‑first culture means you can work from anywhere while staying connected through transparent communication tools and regular virtual huddles. We value:

• Autonomy – You set your own schedule and prioritize tasks that deliver the most value.
• Transparency – Open data dashboards, clear OKRs, and regular feedback loops keep everyone aligned.
• Innovation – We invest in AI, automation, and cutting‑edge analytics to free up human time for high‑impact work.
• Community – Monthly virtual coffee chats, hackathons, and knowledge‑sharing sessions foster a sense of belonging.
• Well‑being – Flexible time off, mental health resources, and a culture that respects work‑life balance.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Variable compensation tied to renewal, expansion, and customer health metrics.
• Equity or profit‑sharing opportunities that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Unlimited paid time off and a generous parental leave policy.
• Professional development budget and access to industry conferences.
• Well‑being stipend and mental health resources.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is redefining how mortgage professionals make decisions. You’ll:

• Work with a product that is at the forefront of data‑driven mortgage intelligence.
• Partner with a diverse, high‑performing team that values honesty, integrity, and excellence.
• Drive tangible impact on customer success, revenue growth, and brand advocacy.
• Enjoy a flexible, remote work environment that supports your personal and professional goals.
• Contribute to a culture that celebrates generosity, learning, and continuous improvement.

Ready to Make an Impact?

If you are a strategic thinker, data‑savvy relationship builder, and customer‑centric leader ready to shape the future of mortgage market intelligence, we want to hear from you. Apply today and help brighthush empower the next generation of mortgage professionals to make smarter, faster, and more profitable decisions.