Senior Customer Success Lead – Spanish Market Expansion & Invoice Automation Champion – Remote, Full‑Stack Customer Experience Leader at brighthush

About brighthush

brighthush is a pioneering SaaS platform that transforms the way businesses capture, organize, and deliver invoices. By harvesting data from more than 10,000 online portals, email inboxes, and other sources, we turn chaotic paper trails into clean, ready‑to‑use information that plugs directly into accounting software. Our solution is trusted by mid‑size and enterprise clients across Europe, delivering speed, accuracy, and compliance in a single cloud‑based experience.

We are a fully remote organization with teams spread across the globe. Our culture is built on transparency, continuous learning, and a relentless focus on customer outcomes. As a founding member of the Spanish team, you will shape the product, processes, and brand voice for a new market.

Why the Spanish Market Matters

Spain’s digital transformation journey is accelerating, with a growing number of businesses adopting cloud‑based accounting solutions. Yet, the market still faces unique challenges: a complex web of local invoicing portals, evolving tax regulations, and a high demand for seamless integration with popular ERP systems. This presents a golden opportunity for brighthush to become the go‑to solution for Spanish companies looking to automate their invoice lifecycle.

Role Overview

As the Senior Customer Success Lead – Spanish Market, you will be the voice of brighthush in Spain, responsible for delivering exceptional customer experiences, driving adoption, and ensuring that our platform becomes an indispensable tool for Spanish businesses. You will work closely with product, marketing, sales, and engineering to translate market insights into actionable improvements, while building a high‑performing customer success team that can scale as we grow.

Key Responsibilities

Customer Support & Issue Resolution

• Provide first‑line support to Spanish‑speaking customers via chat, phone, and screen‑share sessions.
• Diagnose and resolve technical and process issues, escalating to the appropriate teams when necessary.
• Maintain a high level of customer satisfaction by delivering timely, clear, and actionable solutions.
• Track and analyze support metrics to identify recurring pain points and propose systemic fixes.

Onboarding & Conversion

• Guide new trial users through configuration, ensuring they see immediate value.
• Identify and remove friction points that prevent trial users from converting to paying customers.
• Track trial activity, follow up on inactive accounts, and nurture prospects through the sales funnel.
• Collaborate with the sales team to hand off qualified leads and provide post‑sale support.

Spanish Market Insight

• Document local invoicing portals, accounting workflows, and regulatory requirements that influence our product’s adoption.
• Validate and prioritize integrations that are critical for Spanish customers, working closely with the product team.
• Translate market feedback into actionable product enhancements.
• Maintain a living knowledge base of Spanish tax regulations, invoicing standards, and industry best practices.

Content Creation & Knowledge Transfer

• Write help articles, FAQs, and best‑practice guides based on real customer scenarios.
• Collaborate with marketing and product to refine messaging, address objections, and improve the overall customer experience.
• Ensure all Spanish‑language content is accurate, engaging, and culturally relevant.
• Develop training modules for new hires and ongoing team development.

Team Leadership & Process Design

• Recruit, onboard, and mentor a high‑performing customer success squad.
• Define and iterate on customer success processes, including onboarding flows, support ticketing, and renewal strategies.
• Set clear OKRs for the team and hold regular performance reviews.
• Foster a culture of continuous improvement, data‑driven decision making, and customer advocacy.

First 90 Days Roadmap

• Days 1–30: Deep‑dive into brighthush products, take ownership of incoming support, author initial help content, and map key Spanish portals and integrations.
• Days 31–60: Systematize trial follow‑up, refine onboarding flows, run A/B tests on changes, and meet bi‑weekly with product.
• Days 61–90: Analyze conversion and retention metrics, share market insights, and propose next product and team priorities.

Essential Qualifications

• Fluent Spanish (C2 level) and strong written and spoken English.
• Minimum 2 years of experience in customer support, onboarding, or customer success, preferably in SaaS or fintech.
• Comfortable engaging with customers over phone and chat, with a natural, empathetic communication style.
• Excellent written communication skills – able to produce clear, concise, and structured documentation.
• Technical curiosity – you want to understand why something fails, not just that it fails.
• Commercial awareness – you can spot when a customer needs a gentle push to decide.
• Process mindset – you enjoy building and improving workflows from scratch.
• Based in Spain and able to work fully remotely.

Preferred Qualifications

• Experience in the Spanish accounting or finance sector.
• Background in product management or project coordination.
• Knowledge of Spanish tax regulations and invoicing standards.
• Experience with CRM and help‑desk tools.

Skills & Competencies

• Customer‑first mindset: You put the customer at the center of every decision.
• Analytical thinking: You can dissect problems, identify root causes, and propose data‑driven solutions.
• Communication: You translate complex technical details into plain language for non‑technical stakeholders.
• Collaboration: You thrive in cross‑functional teams and can influence product, marketing, and sales.
• Adaptability: You’re comfortable with ambiguity and can pivot quickly as priorities shift.
• Self‑motivation: You take initiative, set goals, and hold yourself accountable.

Career Growth & Learning

As a founding member of the Spanish team, you’ll have a direct impact on the company’s trajectory. You’ll:

• Lead the design of new customer success processes that scale across markets.
• Collaborate with senior leadership to shape product strategy and go‑to‑market plans.
• Mentor new hires and build a high‑performing customer success squad.
• Gain exposure to product development, sales, and marketing, accelerating your career path.
• Participate in continuous learning programs, including industry conferences, certifications, and internal knowledge sharing.

Work Environment & Culture at brighthush

• Fully Remote: Work from anywhere in Spain with flexible hours that respect your work‑life balance.
• Transparent Communication: Open channels across all levels, from daily stand‑ups to quarterly town halls.
• Result‑Driven: Clear OKRs, data‑backed decisions, and a culture that celebrates wins.
• Inclusive & Diverse: We value different perspectives and foster an environment where everyone can thrive.
• Continuous Feedback: Regular one‑on‑ones, 360 reviews, and real‑time coaching.
• Autonomy & Ownership: You’re trusted to make decisions and own outcomes.

Compensation, Perks & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for senior customer success roles in Spain.
• Performance‑based bonuses tied to customer acquisition, retention, and satisfaction metrics.
• Equity options to share in the company’s long‑term success.
• Health and wellness benefits, including a flexible health plan and mental‑health support.
• Unlimited vacation policy to encourage rest and recharge.
• Professional development stipend for courses, certifications, and conferences.
• Monthly team virtual events and occasional in‑person retreats.

Application Process

1. Initial 15‑minute screening call to get to know you and your background.
2. 90‑minute practical simulation: you’ll tackle a realistic customer scenario, draft a support response, and discuss prioritization with the team.
3. Final interview with senior leadership to align on vision, culture fit, and next steps.

Why Join brighthush?

By stepping into this role, you’ll:

• Be the first to shape how Spanish businesses experience brighthush.
• Own a product that simplifies accounting for thousands of companies.
• Work with a high‑energy, globally distributed team that values innovation and impact.
• Receive mentorship from seasoned professionals in SaaS, product, and finance.
• Enjoy a culture that rewards initiative, celebrates learning, and prioritizes customer success.

Ready to build the Spanish market for brighthush and make a tangible difference? Send us your résumé in Spanish or English, along with a brief note explaining why you’re excited about this role. No cover letter required – just a few lines that capture your enthusiasm.

We celebrate diversity and welcome candidates of all backgrounds. We do not require photos, birth dates, marital status, or salary history. All data will be handled in accordance with GDPR.

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