Senior Customer Experience & Success Lead – AI‑Powered Audit Solutions & Global Client Engagement – Championing Innovation in Financial Auditing at brighthush
About brighthush
brighthush is not just a fintech startup; it is a mission‑driven, AI‑centric audit technology powerhouse that is redefining how audit professionals work, collaborate, and deliver value. By fusing cutting‑edge machine learning, natural language processing, and deep domain expertise, we empower auditors to sift through mountains of documents in a fraction of the time, with unprecedented accuracy and insight. Our vision is simple yet bold: to transform the audit profession into a data‑centric, insight‑driven discipline that delivers higher value to clients, regulators, and stakeholders worldwide.
Founded in 2021, brighthush has already partnered with more than 200 audit firms across Europe, North America, and Asia, helping them reduce audit cycle times by up to 40% while maintaining compliance with IFRS, GAAP, and ISO standards. Our modular platform lets auditors plug in new data sources, customize workflows, and generate real‑time risk scores. We are backed by leading venture capital firms and have been recognized by industry publications for our disruptive approach to audit automation.
Why brighthush?
At brighthush, you’ll join a high‑growth, high‑impact team that is at the forefront of AI and audit innovation. We believe that the best products are built by people who understand the real challenges of the end‑user. That’s why we’re looking for a Customer Experience & Success Lead who has lived the audit workflow, feels the pain points, and wants to turn that experience into tangible product improvements. If you’re excited about the intersection of finance, technology, and human‑centered design, you’ll thrive here.
Our culture is built on transparency, collaboration, and continuous learning. We celebrate diversity, encourage experimentation, and reward bold ideas that push the boundaries of what’s possible in audit technology. Whether you’re a seasoned audit professional or a tech enthusiast with a passion for customer success, brighthush offers a platform where your voice matters and your career can accelerate at an unprecedented pace.
Key Responsibilities
Voice of the Customer
- Advocate for audit professionals – Serve as the primary liaison between our users and the product organization, ensuring that every feature and improvement reflects real‑world needs.
- Translate user stories – Convert complex audit scenarios into clear, actionable product requirements that engineers and designers can execute.
- Champion user feedback loops – Design and run structured surveys, focus groups, and usability studies to capture nuanced insights from auditors at all levels.
Full‑Cycle Customer Journey Management
- Own the support lifecycle – From the first support ticket to a fully resolved case, manage every touchpoint to deliver a seamless, brand‑consistent experience.
- Measure success – Track key metrics such as ticket resolution time, customer satisfaction scores, and first‑contact resolution rates, and use data to drive continuous improvement.
- Implement proactive outreach – Identify at‑risk accounts and initiate outreach before issues become critical, ensuring high retention and satisfaction.
Case Analysis & Problem Solving
- Reproduce and diagnose – Leverage your audit background to replicate customer issues, analyze logs, and identify root causes.
- Collaborate with engineering – Work hand‑in‑hand with developers to translate bugs into product enhancements or new feature requests.
- Document solutions – Create detailed troubleshooting guides and knowledge base articles that empower users to solve common problems independently.
Proactive Communication
- Engage users – Provide timely status updates, gather feedback, and manage expectations throughout the support process.
- Educate and empower – Create clear, concise communications that help users understand how to get the most value from our platform.
- Facilitate community building – Moderate user forums, webinars, and virtual meet‑ups to foster a vibrant community of practice.
Knowledge Base Development
- Build and maintain – Create a comprehensive, searchable knowledge base that scales with our growing customer base.
- Continuous improvement – Regularly update documentation based on new features, user feedback, and emerging audit best practices.
- Localization – Translate key articles into multiple languages to support our global user base.
Cross‑Functional Collaboration
- Align on priorities – Work closely with Product, Engineering, Sales, and Marketing to ensure that customer needs are reflected in feature releases and go‑to‑market strategies.
- Facilitate communication – Act as a bridge between technical and non‑technical teams, translating complex concepts into actionable insights.
- Drive alignment meetings – Lead regular cross‑functional syncs to keep stakeholders informed and engaged.
Experience Design
- Shape the journey – Contribute to the design of the overall customer experience, from onboarding to advanced usage, ensuring that every interaction reflects the value of AI in audit.
- Iterate and test – Run usability tests, gather qualitative feedback, and iterate on design elements to improve user satisfaction.
- Champion accessibility – Ensure that all user interfaces meet accessibility standards and are inclusive for all auditors.
Essential Qualifications
- Audit Experience – 1–2 years in financial audit or a closely related field. You understand audit workflows, documentation standards, and the day‑to‑day challenges that auditors face.
- Curiosity for AI & Software – A genuine interest in how complex software systems and AI models operate under the hood. You’re eager to learn and explain technical concepts to non‑technical stakeholders.
- Communication Proficiency – Excellent written and verbal communication skills in English (C1+). German language skills are a strong plus.
- Structured Problem‑Solving – A methodical, hands‑on approach to diagnosing issues, developing solutions, and tracking outcomes.
- Project Management – Strong ability to manage multiple priorities, set clear milestones, and deliver results with a high sense of urgency.
- Ownership & Startup Mindset – You thrive in a fast‑moving environment, take initiative, and are comfortable shaping processes rather than merely executing them.
Preferred Qualifications
- Experience with customer support platforms (e.g., brighthush, brighthush, brighthush) and CRM systems.
- Familiarity with data analytics tools (e.g., brighthush, brighthush) to surface customer trends and insights.
- Background in user experience (UX) or product design, especially within fintech or audit software.
- Knowledge of regulatory frameworks such as IFRS, GAAP, or ISO standards relevant to audit.
- Experience in creating and managing online learning modules or training programs.
Skills & Competencies
- Customer‑Centric Mindset – Deep empathy for audit professionals and a passion for delivering exceptional service.
- Analytical Thinking – Ability to dissect complex problems, identify patterns, and propose actionable solutions.
- Technical Fluency – Comfortable navigating software interfaces, interpreting logs, and collaborating with engineers on debugging sessions.
- Communication & Storytelling – Translate technical findings into clear, concise narratives that resonate with both technical and non‑technical audiences.
- Collaboration & Influence – Work effectively across product, engineering, sales, and marketing teams to align on customer priorities.
- Adaptability & Resilience – Thrive in a startup environment where priorities shift quickly and ambiguity is common.
- Data‑Driven Decision Making – Use metrics and analytics to inform strategy and measure impact.
Career Growth & Learning Opportunities
At brighthush, your career path is not predetermined. As a Customer Experience & Success Lead, you’ll have the chance to:
- Transition into Product Management or Customer Success leadership roles as you gain deeper product knowledge.
- Lead cross‑functional initiatives that shape the future of AI‑driven audit solutions.
- Participate in continuous learning programs, including AI workshops, audit certifications, and leadership training.
- Mentor new hires and share your audit expertise with the broader team.
- Contribute to thought leadership by writing white papers, speaking at industry conferences, and publishing case studies.
Work Environment & Culture
brighthush is built on a foundation of transparency, collaboration, and innovation. We value:
- Flat Hierarchies – Short decision paths and direct access to founders and senior leaders.
- Remote Flexibility – Fully remote work with optional on‑site visits to Berlin for team building and product demos.
- Inclusive Culture – A diverse, international team that celebrates different perspectives and encourages open dialogue.
- Continuous Feedback – Regular one‑on‑ones, sprint retrospectives, and performance reviews that focus on growth and impact.
- Fun & Community – Monthly team events, hackathons, and community outreach initiatives that keep the energy high.
- Well‑Being Support – Access to mental health resources, wellness programs, and flexible work hours to maintain a healthy work‑life balance.
Compensation & Benefits
We offer a competitive compensation package that reflects your experience and the value you bring to brighthush. In addition to a base salary, you will receive:
- Performance‑based bonuses tied to customer satisfaction and retention metrics.
- Equity options that allow you to share in the long‑term success of the company.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development stipend for courses, certifications, and conferences.
- Flexible working hours and a fully remote work environment.
- Access to wellness programs, mental health support, and a company‑wide wellness stipend.
Ready to Shape the Future of Audit?
If you are passionate about delivering world‑class customer experiences, thrive in a fast‑moving AI‑driven environment, and want to make a tangible impact on the audit profession, we want to hear from you. Join brighthush and help us redefine how audit professionals work, collaborate, and deliver value across the globe.