Senior Customer Success Manager – Accelerate Revenue Growth, Automate End‑to‑End Workflows, and Maximize Client Retention in a Rapidly Scaling FinTech Ecosystem at brighthush

About brighthush

brighthush is the vanguard of the creator commerce revolution. Since our launch in 2020, we have reimagined how creators, agencies, labels, and brands handle payments, tax compliance, and financial reconciliation. With eight‑figure payout volumes already in the pipeline and a trajectory toward nine‑figure revenue, brighthush is the go‑to platform for the most influential names in music, tech, and entertainment. Our mission is simple yet ambitious: to streamline every financial touchpoint in the creator economy so that creators can focus on what they do best—creating.

At brighthush, customer success isn’t a department; it’s the engine that powers our entire business model. Every dollar that flows through our platform is a shared success, and we obsess over ensuring that every account activates quickly, pays on time, and scales its volume. We’re looking for a Customer Success Manager who can own the entire customer lifecycle, transform manual processes into automated workflows, and help us build a scalable CS division that operates like a well‑orchestrated product team.

Why brighthush?

• Impact‑Driven Culture: Your work directly influences our revenue and customer satisfaction. You’ll see the tangible results of your initiatives in real time.
• Ownership & Autonomy: You’ll have a seat at the table with our Co‑CEO and CEO, and you’ll own the CS function from day one.
• Innovation at Scale: We’re constantly experimenting with AI and product‑first thinking to serve customers faster and smarter.
• Growth Path: Start as a manager and move into a leadership role as the CS division expands.
• Remote Flexibility: Work from anywhere in the U.S. with occasional travel to our hubs in New York, Los Angeles, and Atlanta.

Role Overview

As the Senior Customer Success Manager, you will be the linchpin that connects sales, product, finance, and our customers. Your day‑to‑day duties will include:

Key Responsibilities

• Onboarding & Activation: Partner with the Partnerships team to convert signed agreements into live, transacting accounts within 30 days. This involves setting up wallet funding, KYC, first campaigns, and first payouts.
• Account Ownership: Manage a portfolio of 200+ agencies, labels, and brands, with hands‑on coverage of top accounts. Act as the primary point of contact for finance, legal, and marketing leaders.
• Invoice & Payout Management: Ensure every invoice is accurate, every payout is on time, and all reconciliations are reflected in brighthush. Escalate funding issues before they become bottlenecks.
• Revenue Reporting: Build and maintain a real‑time revenue tracking system that feeds weekly reports to finance, eliminating lag and uncertainty.
• Quarterly Business Reviews (QBRs): Lead QBRs with top accounts to assess volume vs. plan, identify blockers, and set renewal or expansion goals.
• Response Excellence: Own the response standard across email, brighthush, and in‑app channels. Resolve escalated issues within one hour, regardless of business hours.
• Productization & Automation: Identify manual steps that occur more than twice and translate them into product specs. Work with the Co‑CEO and product team to build automated workflows that reduce your own workload.
• Expansion & Renewals: Map each customer’s full creator and 1099 vendor spend, uncover unleveraged volume, and drive renewals in partnership with the CEO and Partnerships.

Essential Qualifications

• 2–5 years of experience in customer success, account management, or implementation, with a proven track record of managing 100+ accounts.
• Demonstrated ability to own and improve retention or responsiveness metrics.
• Experience working in both scaled organizations and high‑growth startups; you know what good processes look like and can build them from scratch.
• Comfortable with finance leadership: you can read and negotiate MSAs, reconcile invoices in brighthush, and report revenue to a CFO.
• Product mindset: you spot manual steps and immediately think of how to automate them. You can write clear specs that engineers can build.
• Process‑oriented: you thrive in chaos, create SOPs, and never say “that’s not my job.”
• Daily use of AI tools to increase efficiency; you can demonstrate how AI has accelerated your workflow.
• Excellent communication skills, both written and verbal, with the ability to engage CFOs, COOs, and procurement leads across industries.
• Ambition to grow into a leadership role and willingness to earn it from the manager seat.

Preferred Qualifications

• Background in financial services—payments, lending, banking, or fintech—at scale, with deep knowledge of KYC, reconciliation, and finance expectations.
• Experience in music, creator marketing, or influencer agencies; you understand how labels and agencies pay creators today.
• Hands‑on experience building internal tools, integrations, or workflows that have shipped to production.
• Proficiency with CRM and payment platforms (e.g., brighthush).

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Financial Acumen & Reconciliation Expertise
• Product Management & Specification Writing
• Process Design & SOP Development
• Customer‑Centric Mindset
• Strong Interpersonal & Presentation Skills
• Adaptability & Resilience in Fast‑Paced Environments

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people’s development. As you master the CS function, you’ll:

• Progress into a leadership role overseeing the entire CS division.
• Lead cross‑functional initiatives that shape product strategy and platform enhancements.
• Participate in mentorship programs and leadership workshops.
• Attend industry conferences and webinars to stay ahead of creator commerce trends.
• Receive equity in brighthush.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer impact. We celebrate wins together, learn from failures, and continuously iterate on our processes. Remote work is the norm, but we also host quarterly in‑person retreats in New York, Los Angeles, and Atlanta to strengthen team bonds and align on strategy.

Compensation & Perks

We offer a competitive base salary that reflects your experience and the value you bring to our growth. In addition, you’ll receive a performance‑based bonus structure tied to customer retention, expansion, and overall revenue impact. Our benefits package includes:

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work hours.
• Generous remote work stipend for home office setup.
• Continuous learning stipend for courses, certifications, and conferences.
• Regular team‑building events and quarterly retreats.

How to Apply

If you’re ready to take ownership of a high‑impact role, drive automation, and help shape the future of creator commerce, we’d love to hear from you. Submit your resume, a brief cover letter outlining your most significant customer success achievement, and any relevant portfolio or case studies.

Join brighthush and be part of a mission‑driven team that’s redefining the creator economy. Together, we’ll build a platform that empowers creators, agencies, and brands to thrive.