Senior Banking Customer Success Manager – Driving Growth, Adoption, and Retention for Financial Institutions

About brighthush

brighthush is at the forefront of redefining business banking. By marrying cutting‑edge technology with deep industry expertise, we empower banks and credit unions to grow deposits, streamline operations, and deliver unparalleled service to their commercial clients. Our platform is trusted by financial institutions nationwide, and after a recent $9 million seed funding round, we are accelerating our expansion into new markets and new product lines. If you thrive in a fast‑moving, high‑impact environment and want to help shape the future of banking, brighthush is the place for you.

Position Overview

As a Senior Banking Customer Success Manager at brighthush, you will be the primary steward of our relationships with key banking partners. Your mission is to understand each partner’s strategic goals, craft a tailored success plan, and drive adoption, value realization, and long‑term retention. You will collaborate across product, engineering, sales, and executive leadership to ensure that every partner sees measurable business outcomes from our platform.

Why This Role Matters

• Directly influence the success of banks that rely on brighthush to serve their commercial customers.
• Own the full customer lifecycle—from onboarding to renewal—while identifying upsell and expansion opportunities.
• Serve as the voice of the customer inside brighthush, feeding insights that shape product roadmaps and go‑to‑market strategies.
• Build a reputation as a trusted advisor to senior banking executives, positioning yourself as a future leader in the organization.

Key Responsibilities

Own Customer Relationships

• Act as the single point of contact for assigned banking partners, ensuring a seamless, high‑quality experience.
• Develop and maintain a comprehensive customer strategy that aligns with each partner’s objectives, stakeholder landscape, and usage patterns.
• Establish and nurture relationships with key decision‑makers, from operations leads to C‑suite executives, to keep the partnership on track.
• Advocate for partner needs within brighthush, coordinating cross‑functional teams to deliver solutions that meet or exceed expectations.

Drive Adoption & Value Realization

• Set clear, measurable goals for each partnership and use them to prioritize initiatives and engagement tactics.
• Identify adoption gaps and barriers, then design and execute targeted plans—such as training sessions, workshops, or feature demos—to accelerate usage.
• Leverage product analytics, customer feedback, and business metrics to assess progress and refine strategies in real time.
• Spot opportunities for deeper integration or expanded feature usage, collaborating with sales and product to secure upsell or expansion deals.

Manage Customer Health & Retention

• Maintain a robust health score for each partner, incorporating adoption data, engagement levels, stakeholder sentiment, and business context.
• Proactively flag at‑risk accounts and develop intervention plans that address root causes—whether technical, operational, or strategic.
• Support renewal negotiations by providing data‑driven insights on value delivered, risk factors, and renewal timing.

Lead Strategic Customer Engagement

• Facilitate quarterly business reviews (QBRs) that showcase outcomes, highlight opportunities, and align on next steps.
• Engage executive stakeholders when necessary to maintain alignment and secure commitment to joint initiatives.
• Translate partner insights into actionable feedback for product, engineering, and marketing teams, ensuring that customer needs drive innovation.

Essential Qualifications

• Minimum 3 years of experience in Customer Success, Account Management, or a related B2B customer‑facing role; 5 years preferred.
• Proven track record in the banking, fintech, or broader financial services sector—this is non‑negotiable.
• Demonstrated success driving adoption, engagement, and retention for SaaS or technology products.
• Experience crafting and executing customer or account strategies that translate business goals into measurable outcomes.
• Strong ability to manage customer health, navigate challenging situations, and resolve conflicts.
• Proficiency in building relationships across multiple stakeholder levels within partner organizations.
• Data‑driven mindset: adept at using customer, product, or account data to inform priorities and decisions.
• Excellent written and verbal communication skills, with a history of leading substantive conversations and presenting to senior stakeholders.
• Self‑starter who works independently while coordinating effectively across internal teams.

Preferred Qualifications

• Experience managing complex, enterprise‑grade B2B customers.
• Background supporting SaaS or technology products where success hinges on sustained adoption and behavioral change.
• Track record of managing renewals, upsells, or account expansions.
• Experience conducting QBRs, success planning, or other strategic account‑management activities.
• Familiarity with Customer Success platforms, CRM tools, product‑usage analytics, or similar systems used to monitor and manage customer health.

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