Senior Customer Success Executive – FinTech Experience & Client Relationship Champion at brighthush

About brighthush

At brighthush, we’re redefining the way people plan, invest, and grow their wealth. Our mission is simple yet ambitious: to make financial planning accessible, intuitive, and empowering for everyone. By marrying cutting‑edge technology with a human‑centric approach, we’re building a platform that not only delivers powerful investment tools but also delivers an experience that feels personal, supportive, and genuinely transformative.

We’re a fast‑growing fintech that thrives on curiosity, collaboration, and a relentless focus on the customer. Our culture is built on transparency, continuous learning, and a shared belief that the best ideas come from diverse perspectives. If you’re passionate about technology, love building relationships, and want to make a tangible impact on people’s financial futures, brighthush is the place for you.

The Role: Customer Success Executive

As a Customer Success Executive at brighthush, you will be the primary advocate for our clients. You’ll guide new users through onboarding, troubleshoot issues, and continuously seek ways to delight and empower them. Your work will directly influence product adoption, customer satisfaction, and long‑term loyalty.

Key Responsibilities

• Client Champion: Serve as the main point of contact for a portfolio of high‑value clients, building trust and ensuring their success with our platform.
• Issue Resolution: Manage inbound queries across all channels—phone, email, chat, and Zendesk tickets—within defined SLAs. Triage and resolve service, account, and system queries, and coordinate with engineering, product, and sales teams as needed.
• Proactive Support: Identify recurring pain points, propose feature enhancements, and collaborate with product to shape the roadmap. Use data analytics to surface trends and prioritize improvements.
• Process Improvement: Continuously review operational workflows, recommend efficiencies, and implement best practices to elevate the support experience.
• API Utilization: Leverage our internal APIs to perform client requests, troubleshoot technical issues, and automate routine tasks.
• Reporting & Analytics: Generate monthly and quarterly metrics (e.g., NPS, CSAT, ticket volume, resolution time) and present insights to senior stakeholders.
• Thought Leadership: Stay current on fintech trends, regulatory changes, and emerging technologies that could impact our clients. Share knowledge with the team and contribute to internal training.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Engineering, and Marketing to ensure a seamless customer journey from acquisition to renewal.
• Continuous Improvement: Experiment with new support tools, communication strategies, and customer engagement tactics to keep the experience fresh and engaging.

Essential Qualifications

• 3+ years of experience in SaaS, software, or platform support, preferably in fintech or financial services.
• Proven track record in a customer success or support role, handling a high volume of tickets with strong problem‑solving skills.
• Hands‑on experience with Zendesk or a comparable ticketing system; familiarity with API integration and basic scripting (Python, JavaScript, or similar) is a plus.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, actionable guidance for clients.
• Strong analytical mindset: comfortable working with data, generating reports, and deriving actionable insights.
• Self‑motivated, proactive, and comfortable taking ownership of complex client issues.
• Empathy and a genuine passion for helping people succeed with technology.

Preferred Qualifications

• Experience in the financial services or investment advisory space.
• Knowledge of regulatory frameworks (e.g., FCA, GDPR) and how they impact client data and product features.
• Background in product management or project coordination.
• Experience with customer success metrics such as NPS, CSAT, and churn reduction.
• Multilingual capabilities or experience working with international clients.

Skills & Competencies

• Client‑centric mindset with a passion for delivering exceptional service.
• Strong problem‑solving skills and a data‑driven approach to decision making.
• Excellent interpersonal skills: able to build rapport quickly and adapt communication style to diverse audiences.
• Technical aptitude: comfortable navigating APIs, troubleshooting login or integration issues, and using analytics tools.
• Project management: able to juggle multiple priorities, set clear expectations, and meet deadlines.
• Collaboration: thrive in cross‑functional teams and influence stakeholders at all levels.
• Adaptability: thrive in a fast‑paced, evolving environment and embrace change as an opportunity.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Executive, you’ll have the chance to:

• Progress to Senior Customer Success Manager or Director of Customer Success, leading a team and shaping strategy.
• Move into Product Management or Customer Experience roles, leveraging your deep client insights.
• Participate in cross‑departmental initiatives, such as product launches, marketing campaigns, or global expansion projects.
• Access a dedicated learning budget of £500 per year for online courses, certifications, and industry conferences.
• Attend quarterly “Innovation Labs” where you can propose and prototype new customer‑centric features.
• Benefit from mentorship programs pairing you with senior leaders across the organization.

Work Environment & Company Culture

brighthush is a people‑first organization that values creativity, transparency, and collaboration. Our culture is defined by:

• Open Communication: Regular town‑halls, Q&A sessions with leadership, and an open‑door policy.
• Inclusive & Diverse: We celebrate differences and foster an environment where every voice is heard.
• Innovation‑Driven: A flat hierarchy that encourages experimentation and rapid iteration.
• Work‑Life Balance: Flexible working hours, remote‑first policy, and a focus on mental health.
• Community Impact: Opportunities to volunteer, contribute to charitable causes, and support local initiatives.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• 27 days of holiday plus bank holidays (or time‑in‑lieu for working bank holidays) and a birthday off.
• 3 days of dependent leave.
• 6% employer pension contribution and life assurance.
• Private medical insurance with AXA Health.
• Enhanced parental leave and flexible work arrangements.
• Will‑writing support with Guardian Angel.
• Brand‑new MacBook and up to £500 for a home‑office setup.
• £500 annual learning budget.
• One day per year to volunteer for a registered charity of your choice.
• Opportunity to work abroad for up to 6 weeks per year.
• Length‑of‑service awards: 1‑month paid sabbatical after 8 years.
• Health and wellbeing initiatives: free therapy, mental health support, and time off for self‑care.
• Subscription to Headspace and a Perkbox membership for discounts on coffee, retail, and more.
• Cycle‑to‑work scheme to save on bikes and accessories.
• Unlimited access to over 10,000 online training courses.

Why brighthush?

Joining brighthush means becoming part of a mission‑driven team that is reshaping the future of financial planning. You’ll work with talented, passionate colleagues who are eager to learn, innovate, and deliver world‑class service. Your voice will matter—whether you’re suggesting a new feature, improving a support workflow, or championing a client’s needs.

We’re looking for people who thrive in ambiguity, embrace change, and are ready to take ownership of their growth. If you’re excited about the intersection of technology and finance, and you want to help people achieve their financial dreams, we want to hear from you.

Ready to Make an Impact?

Apply today and become a key player in brighthush’s journey to democratize wealth management. Together, we’ll create an experience that’s not just functional, but truly transformative.