Senior Customer Success Associate – Enterprise FinTech AI Solutions & Customer Experience Lead – Remote (New York) at brighthush

About brighthush

brighthush is not just a company; it’s a movement toward a future where artificial intelligence is trusted, transparent, and ethically grounded in the financial services sector. From the first day we launched our platform, our mission has been clear: empower banks, wealth managers, and fintech innovators to deliver smarter, faster, and more secure products to their customers. By marrying state‑of‑the‑art machine learning with deep industry expertise, we help our partners turn data into actionable insights, reduce risk, and accelerate time‑to‑market.

Founded by a blend of seasoned technologists and finance veterans, brighthush grew from a small startup to a rapidly scaling organization that serves Fortune 500 institutions, mid‑market banks, and disruptive fintechs alike. Our culture is built on collaboration, continuous learning, and a relentless focus on customer outcomes. Every team member is encouraged to bring fresh ideas to the table, and mentorship is woven into our daily operations.

Why This Role Matters

As a Customer Success Associate, you will be the bridge between our enterprise clients and the product teams that build the AI solutions they rely on. From day one, you’ll have the opportunity to shape the customer journey, influence product direction, and drive measurable impact on our clients’ success. If you thrive in a fast‑moving environment, enjoy problem‑solving, and are passionate about fintech innovation, this role is your chance to grow your career while making a real difference.

Key Responsibilities

• Onboarding & Enablement: Lead the end‑to‑end onboarding process for new enterprise customers, ensuring they understand how to leverage brighthush’s AI platform to meet their business objectives.
• Issue Resolution & Escalation: Act as the first line of support for complex customer issues, coordinating with engineering, product, and operations to deliver timely, effective solutions.
• Stakeholder Alignment: Maintain regular communication with key client stakeholders—product owners, C‑suite executives, and technical leads—to keep projects on track and expectations aligned.
• Feedback Loop Creation: Capture customer insights and translate them into actionable product enhancements, working closely with the product roadmap team.
• Performance Tracking: Monitor customer health metrics, usage data, and satisfaction scores, and proactively identify opportunities for upsell or renewal.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, and Implementation teams to ensure a seamless handoff from prospect to active user.
• Documentation & Knowledge Base: Create and maintain clear, concise documentation, FAQs, and training materials that empower customers to self‑serve.
• Continuous Improvement: Participate in post‑mortem reviews and process improvement initiatives to enhance the overall customer experience.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Computer Science, or a related field.
• 2+ years of experience in customer success, account management, or technical support within the fintech or SaaS industry.
• Strong understanding of AI/ML concepts and their application in financial services.
• Excellent written and verbal communication skills, with the ability to translate technical details into business value.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Demonstrated ability to manage multiple priorities in a fast‑paced, remote environment.
• High emotional intelligence and a customer‑centric mindset.

Preferred Qualifications

• Experience working with enterprise banking or wealth‑management clients.
• Background in data analytics or data science, with familiarity in SQL, Python, or R.
• Knowledge of regulatory frameworks such as GDPR, CCPA, or PCI‑DSS as they relate to AI.
• Previous involvement in product roadmap or feature prioritization.
• Fluency in additional languages (e.g., Spanish, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product vision.
• Problem‑Solving: Strong analytical skills to diagnose issues and propose creative solutions.
• Project Management: Experience coordinating cross‑functional initiatives and meeting deadlines.
• Relationship Building: Proven track record of building trust with C‑level executives and technical teams.
• Adaptability: Comfortable navigating ambiguity and pivoting priorities as business needs evolve.
• Data‑Driven Decision Making: Comfortable working with metrics to inform strategy and measure success.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Associate, you will:

• Progress to senior roles such as Customer Success Manager, Director of Customer Success, or Product Manager.
• Participate in a structured mentorship program pairing you with senior leaders across product, engineering, and sales.
• Attend industry conferences, webinars, and workshops to stay ahead of fintech and AI trends.
• Access internal learning resources, including courses on AI ethics, financial regulation, and advanced data analytics.
• Contribute to internal knowledge bases and best‑practice guides that shape the future of customer success at brighthush.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and collaboration. Our culture is defined by:

• Open Communication: Regular all‑hands meetings, transparent OKRs, and an open‑door policy for ideas and feedback.
• Inclusive Diversity: A commitment to building a workforce that reflects the communities we serve.
• Continuous Learning: Quarterly hackathons, lunch‑and‑learn sessions, and a generous stipend for external courses.
• Work‑Life Balance: Flexible hours, unlimited vacation, and a focus on results rather than hours logged.
• Community Impact: Opportunities to volunteer, sponsor fintech hackathons, and contribute to open‑source AI projects.

Compensation & Benefits

While specific figures are tailored to experience and role level, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market rates for remote fintech roles.
• Performance‑based bonuses and equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development budget and access to industry events.
• Wellness stipend, mental health resources, and virtual fitness classes.

How to Apply

If you’re ready to join a visionary team that is redefining trust in AI for financial services, we’d love to hear from you. Please submit your resume, a brief cover letter outlining why you’re a great fit for brighthush, and any relevant portfolio or case studies that showcase your customer success expertise.

Apply now through our careers portal or click the link below to start your journey with brighthush.