Senior Customer Success Executive – FinTech Expertise, Client Relationship Champion & Growth Strategist at brighthush

About brighthush

brighthush is on a mission to transform the way individuals and families think about wealth. By blending sophisticated financial technology with a genuinely human touch, we are building a platform that makes planning, investing, and growing money feel intuitive, transparent, and empowering for everyone—whether they are just starting their financial journey or are seasoned investors looking for advanced tools. Our rapid growth is fueled by a culture that prizes curiosity, collaboration, and relentless focus on the customer experience. At brighthush, you will join a team that believes the best ideas emerge from diverse perspectives, continuous learning, and an unwavering commitment to delivering value that truly changes lives.

The Role: Senior Customer Success Executive

As a Senior Customer Success Executive at brighthush, you will be the trusted advocate for our most valuable clients. You will own the end‑to‑end journey—from onboarding new users, through day‑to‑day support, to renewal and expansion. Your strategic mindset and hands‑on problem‑solving will directly influence product adoption, customer satisfaction, and long‑term loyalty, while also feeding critical insights back into product development and company strategy.

Key Responsibilities

• Client Champion & Relationship Builder: Serve as the primary point of contact for a portfolio of high‑value fintech clients, cultivating deep relationships, understanding business objectives, and ensuring they achieve measurable success with the brighthush platform.
• Strategic Onboarding & Enablement: Design and deliver tailored onboarding programs, conduct live product workshops, and create self‑service resources that accelerate time‑to‑value for new users.
• Issue Resolution & Escalation Management: Own inbound queries across phone, email, chat, and ticketing systems (Zendesk or equivalent). Diagnose complex technical and functional issues, coordinate cross‑functional resolution, and guarantee adherence to Service Level Agreements (SLAs).
• Proactive Success Planning: Conduct quarterly business reviews (QBRs), develop success plans aligned with client KPIs, and identify upsell or cross‑sell opportunities that drive revenue growth.
• Data‑Driven Insight Generation: Leverage analytics tools to monitor NPS, CSAT, churn, and usage metrics. Translate data into actionable recommendations for both clients and internal product teams.
• Process Optimization & Automation: Continuously evaluate support workflows, propose efficiencies, and implement automation using internal APIs, scripting (Python/JavaScript), or third‑party integrations.
• Product Advocacy & Feedback Loop: Capture client feedback, prioritize feature requests, and partner with Product Management to shape the roadmap, ensuring the platform evolves in line with market needs.
• Thought Leadership & Industry Awareness: Stay abreast of fintech trends, regulatory changes (FCA, GDPR, PSD2), and emerging technologies. Share insights through internal training sessions, webinars, and knowledge‑base articles.
• Cross‑Functional Collaboration: Partner closely with Sales, Marketing, Engineering, and Compliance to deliver a seamless, end‑to‑end customer experience from acquisition through renewal.
• Mentorship & Team Development: Coach junior Customer Success team members, lead best‑practice workshops, and contribute to the evolution of the department’s playbook.

Essential Qualifications

• Minimum 3 years of experience in SaaS, platform support, or customer success, preferably within fintech or financial services.
• Demonstrated ability to manage a high‑volume ticket queue while maintaining a strong focus on problem resolution and client satisfaction.
• Hands‑on experience with Zendesk or comparable ticketing systems; familiarity with API consumption and basic scripting (Python, JavaScript, or similar) is a distinct advantage.
• Exceptional written and verbal communication skills, with a talent for translating technical concepts into clear, actionable guidance for non‑technical stakeholders.
• Strong analytical mindset: comfortable extracting insights from data, building dashboards, and presenting findings to senior leadership.
• Self‑motivated, proactive, and comfortable taking ownership of complex, multi‑departmental client issues.
• Empathy‑driven approach with a genuine passion for helping clients succeed using technology.

Preferred Qualifications

• Direct experience in the investment advisory, wealth management, or broader financial services sector.
• Working knowledge of regulatory frameworks such as FCA, GDPR, and PSD2, and how they impact data handling and product features.
• Background in product management, project coordination, or business analysis, enabling you to bridge the gap between client needs and product development.
• Proven track record with customer success metrics—NPS, CSAT, churn reduction, expansion revenue—and the ability to drive measurable improvements.
• Multilingual capabilities or experience supporting an international client base across multiple time zones.

Core Skills & Competencies

• Client‑Centric Mindset: A relentless focus on delivering value and delight at every touchpoint.
• Problem‑Solving Acumen: Ability to diagnose root causes quickly and devise scalable solutions.
• Data‑Driven Decision Making: Proficiency with analytics platforms (e.g., Looker, Tableau, Power BI) and comfort interpreting complex datasets.
• Technical Aptitude: Confidence navigating APIs, troubleshooting integration issues, and leveraging automation tools.
• Project Management: Skilled at juggling multiple priorities, setting clear expectations, and meeting deadlines.
• Collaboration & Influence: Strong interpersonal skills that enable you to work effectively with cross‑functional teams and influence senior stakeholders.
• Adaptability: Thrive in a fast‑paced, evolving environment and view change as an opportunity for innovation.
• Leadership Potential: Ability to mentor peers, champion best practices, and contribute to the strategic direction of the Customer Success organization.

Career Growth & Learning Opportunities

brighthush is committed to investing in its people. As a Senior Customer Success Executive, you will have clear pathways to advance your career and broaden your expertise:

• Leadership Track: Progress to Senior Customer Success Manager, then to Director of Customer Success, where you will shape strategy, manage a high‑performing team, and influence company‑wide initiatives.
• Product Pathway: Leverage deep client insights to transition into Product Management or Product Marketing, helping to design the next generation of fintech solutions.
• Cross‑Functional Projects: Participate in high‑visibility initiatives such as global product launches, market expansion efforts, and strategic partnership development.
• Learning Budget: Receive an annual £500 learning allowance for certifications, online courses, conferences, or industry events.
• Innovation Labs: Contribute to quarterly “Innovation Labs” where you can prototype new features, test emerging technologies, and present concepts directly to senior leadership.
• Mentorship Program: Pair with senior leaders across the organization for career coaching, skill development, and networking.

Work Environment & Company Culture at brighthush

Our people‑first philosophy creates an environment where creativity, transparency, and collaboration thrive:

• Open Communication: Regular town‑halls, Q&A sessions with the executive team, and an open‑door policy ensure every voice is heard.
• Inclusive & Diverse: We celebrate differences, actively promote equity, and foster a workplace where every employee feels valued.
• Innovation‑Driven: A flat hierarchy encourages experimentation, rapid iteration, and the freedom to challenge the status quo.
• Work‑Life Harmony: Flexible working hours, a remote‑first approach, and dedicated mental‑health resources support a balanced lifestyle.
• Community Impact: Employees are encouraged to volunteer, with paid days off for charitable work and company‑wide initiatives that give back to the community.

Compensation, Perks & Benefits

While exact salary is tailored to experience and location, brighthush offers a competitive total rewards package designed to support your professional and personal wellbeing:

• Generous holiday allowance: 27 days plus bank holidays, with an additional day off for your birthday.
• Dependent leave: 3 days per year to care for family members.
• Retirement benefits: 6 % employer pension contribution and life assurance.
• Private medical insurance through AXA Health, covering you and your dependents.
• Enhanced parental leave and flexible working arrangements to support families.
• Will‑writing support via Guardian Angel, providing peace of mind for you and your loved ones.
• State‑of‑the‑art hardware: brand‑new MacBook and up to £500 for a home‑office setup.
• Annual learning budget of £500 for courses, certifications, and conferences.
• One paid day per year to volunteer for a registered charity of your choice.
• Opportunity to work abroad for up to six weeks each year, fostering global perspective.
• Length‑of‑service awards, including a one‑month paid sabbatical after eight years of service.
• Comprehensive health and wellbeing program: free therapy sessions, mental‑health support, and dedicated self‑care days.
• Subscription to Headspace for mindfulness, plus a Perkbox membership offering discounts on coffee, retail, travel, and more.
• Cycle‑to‑work scheme, encouraging sustainable commuting.
• Unlimited access to over 10,000 online training courses, ensuring continuous skill development.

Why Join brighthush?

Choosing brighthush means becoming part of a purpose‑driven organization that is reshaping the future of financial planning. You will work alongside talented, passionate colleagues who are eager to learn, innovate, and deliver world‑class service. Your ideas will have a direct impact—whether you are proposing a new feature, refining a support workflow, or championing a client’s strategic goal. At brighthush, you are empowered to grow, to lead, and to make a tangible difference in the financial lives of millions.

Ready to Make an Impact?

If you thrive in an environment where technology meets finance, love building lasting client relationships, and are excited to drive both personal and company growth, we want to hear from you. Apply today and become a pivotal part of brighthush’s journey to democratize wealth management for everyone.