Seasoned Senior Principal Customer Success Executive – Leading AI‑Powered Financial Services Transformation, Enterprise Growth, and Strategic Customer Success at brighthush

About brighthush

brighthush is a global technology powerhouse that is redefining how enterprises harness the power of cloud, AI, and data to drive agility, insight, and value. Founded in sunny San Diego in 2004, we have evolved from a nimble startup into a trusted partner for more than 8,100 customers, including 85 % of the Fortune 500®. Our mission is simple yet profound: make the world work better for everyone. We do this by delivering a cloud‑native, AI‑powered platform that seamlessly integrates people, processes, and data, enabling our customers to transform operations, accelerate innovation, and unlock new revenue streams. With a presence in more than 30 countries and a culture that prizes curiosity, collaboration, and continuous learning, brighthush is at the forefront of the digital transformation wave that is reshaping the financial services industry.

Role Overview

As a Senior Principal Customer Success Executive (PCSE) at brighthush, you will be the trusted advisor to C‑suite and executive‑level stakeholders across our most strategic financial services accounts. Your mandate is to own the post‑sale relationship, ensuring that each customer not only achieves but exceeds their business objectives through the full breadth of brighthush’s platform. You will champion customer success, retention, and expansion, while guiding cross‑functional teams through complex, multi‑workstream transformations that unlock long‑term value. In this role, you will be a key driver of revenue growth, a thought leader in the industry, and a mentor to the next generation of customer success professionals.

Why This Role Matters

• Directly influence the success of high‑impact accounts that drive brighthush’s growth and reputation.
• Shape the future of the platform by translating customer insights into product evolution and industry thought leadership.
• Serve as a catalyst for operational excellence, ensuring governance, quality, and risk mitigation at every stage of the customer journey.
• Mentor and develop the next generation of customer success leaders within brighthush.
• Elevate brighthush’s standing as a strategic partner in the financial services ecosystem.

Key Responsibilities

• Lead High‑Complexity Transformations – Own the end‑to‑end delivery of strategic initiatives for our largest financial services customers, aligning all Customer Excellence roles with governance frameworks, customer objectives, and organizational priorities. Champion impact value management and provide strategic oversight that drives measurable outcomes.
• Identify and Drive Professional Services Opportunities – Proactively uncover upsell and cross‑sell opportunities by mapping product capabilities, creating value blueprints, and conducting adoption analyses. Partner with pre‑sales teams to support funnel opportunities and secure new business.
• Executive‑Ready Storytelling – Collaborate with Customer Success Managers and other Impact team members to synthesize customer insights into compelling narratives that resonate with C‑suite audiences. Deliver presentations, workshops, and executive briefings that articulate ROI, risk mitigation, and strategic alignment.
• Strategic Thought Leadership – Work closely with senior executives to shape and influence customer organizational strategy. Identify emerging industry trends, refine best practices, and align delivery approaches with evolving market demands. Provide industry‑specific insights that position brighthush as a trusted partner.
• Operational Excellence & Governance – Standardize delivery methodologies, enforce governance and quality standards, and interface with Delivery teams to ensure consistent execution. Provide prescriptive guidance on internal project/program governance and help customers build robust governance models.
• Product Advocacy & Mentorship – Build relationships with brighthush leadership, advocating for product evolution based on customer feedback. Mentor other Customer Success resources on transformation best practices and AI‑driven value creation.
• Risk Management & Retention – Identify potential risks to customer satisfaction and revenue, taking proactive steps to prevent churn. Work closely with Sales to define and execute product adoption and retention plans, ensuring contractual SLAs are met and exceeded.
• Customer Satisfaction & Internal Alignment – Continuously improve overall customer satisfaction scores and the satisfaction of internal stakeholders. Facilitate cross‑functional collaboration to resolve escalations and mitigate risks.

Essential Qualifications

• 15+ years of client‑facing experience in account management, consulting, or transformation leadership, with a proven track record of influencing senior stakeholders and driving strategic outcomes.
• Deep expertise in the financial services industry, including IT strategy, operations, security, HR, and customer service management.
• Strong understanding of AI integration into business processes, decision‑making, and problem‑solving. Demonstrated experience using AI‑powered tools, automating workflows, and extracting actionable insights.
• PMP certification preferred; robust project management experience required.
• Proven ability to translate corporate strategy into tangible technology solutions that deliver measurable business value.
• Exceptional communication skills, with the ability to articulate complex concepts to both technical and non‑technical audiences.
• Experience in leading multi‑workstream programs, managing risk, and ensuring adherence to governance and quality standards.
• Track record of identifying and executing upsell/cross‑sell opportunities that drive revenue growth.

Preferred Qualifications

• Experience in IT strategy and planning, IT operations and management, security operations, HR, customer service management, IT governance, and portfolio, program, and project management.
• Hands‑on experience with SDLC, IT project delivery, and portfolio management.
• Demonstrated history of delivering consulting services in complex, regulated environments.
• Strong analytical and problem‑diagnosis skills, with a knack for developing innovative solutions and facilitating decision‑making.
• Ability to mentor and develop junior Customer Success professionals.
• Experience with AI ethics, system design, and responsible AI adoption.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Relationship Building
• Change Management & Transformation Expertise
• Data‑Driven Decision Making & Analytical Rigor
• Project & Program Management (PMP or equivalent)
• AI & Automation Proficiency
• Excellent Presentation & Storytelling Abilities
• Cross‑Functional Collaboration & Influence
• Risk Management & Mitigation
• Continuous Learning & Adaptability

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we deliver. As a PCSE, you will:

• Lead high‑visibility projects that shape the future of the platform and the industry.
• Gain exposure to senior leadership across brighthush and our customers, expanding your professional network.
• Access ongoing learning programs, including AI, cloud, and industry‑specific certifications.
• Participate in thought‑leadership initiatives, speaking at conferences and contributing to white papers.
• Advance into senior executive roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.
• Benefit from a structured career ladder that rewards impact, innovation, and leadership.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and inclusion. We believe that the best ideas come from diverse perspectives, so we foster an environment where every voice is heard and valued. Our flexible work model empowers you to balance professional growth with personal well‑being, whether you choose to work remotely, in a hybrid setting, or from one of our vibrant offices.

• Inclusive, respectful, and supportive workplace culture.
• Commitment to continuous improvement and learning.
• Opportunities to work on cutting‑edge AI and cloud technologies.
• Collaborative teams that celebrate success and learn from challenges.
• Strong focus on employee well‑being, including mental health resources and wellness programs.
• Regular hackathons, innovation labs, and cross‑functional workshops.
• Transparent communication from leadership and open forums for feedback.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Flexible work arrangements and remote‑work stipend.
• Professional development budget and tuition reimbursement.
• Employee assistance programs and wellness initiatives.
• Annual wellness stipend and on‑site fitness facilities at select locations.
• Employee stock purchase plan and long‑term incentive awards.

How to Apply

Ready to join a team that is redefining the future of work? Submit your application through our careers portal or email your resume and cover letter to [email protected]. In your cover letter, tell us about a time you led a complex transformation that delivered measurable business value, and explain why you are passionate about driving customer success in the financial services sector.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, or any other protected status.

Accessibility & Accommodations

We strive to provide an accessible and inclusive experience for all candidates. If you require a reasonable accommodation during the application process, please contact [email protected] for assistance.

Export Control Compliance

For positions that involve access to controlled technology, brighthush may need to obtain export control approvals. All employment is contingent upon compliance with applicable export control regulations.

Join brighthush – Where Innovation Meets Impact

As a Senior Principal Customer Success Executive, you will be at the forefront of driving strategic transformation for our most important financial services customers. Your leadership will shape the future of the platform, influence industry standards, and create lasting value for both our customers and brighthush. If you are a seasoned, visionary leader ready to make a tangible difference, we invite you to apply today and help us continue to make the world work better for everyone.