Senior Customer Success Manager – AI‑Driven Financial Services & SaaS Growth Specialist

About brighthush

brighthush is redefining the way community‑focused financial institutions—credit unions and community banks—engage with their members. By marrying cutting‑edge artificial intelligence with a human‑centric approach, we empower institutions to deliver faster, smarter, and more personalized service while staying compliant and cost‑effective. Over 750 financial partners trust brighthush to accelerate growth, enhance member experience, and streamline operations. Our mission is simple: bring humans and AI together to serve communities better.

As a fast‑growing, mission‑driven company, brighthush thrives on curiosity, collaboration, and a relentless focus on customer success. We value transparency, ownership, and a “no‑fear” culture where truth and constructive feedback guide our decisions. If you’re passionate about technology, customer advocacy, and making a tangible impact on people’s financial lives, brighthush is the place for you.

Role Overview

We’re looking for a proactive, results‑driven Senior Customer Success Manager to lead a portfolio of 50 mid‑size community financial institutions across the South Central United States (UT, CO, KS, OK, TX, MO, AR, LA, MS). In this hybrid remote role, you will be the primary advocate for our customers, ensuring they extract maximum value from our AI‑powered communications platform. Your strategic guidance will drive retention, expansion, and overall satisfaction, while your insights will shape product development and service delivery.

Key Responsibilities

• Customer Relationship Management: Serve as the trusted point of contact for a portfolio of 50 customers, building deep, long‑term relationships that foster trust and loyalty.
• Strategic Business Reviews (SBRs): Conduct regular check‑ins and SBRs to assess progress against customer goals, identify opportunities for improvement, and celebrate successes.
• Reference Management: Cultivate referenceable customers who can share their positive experiences with prospects, amplifying brighthush’s reputation.
• Internal Advocacy: Champion customer needs across sales, product, and support teams, ensuring alignment and swift resolution of issues.
• Success Planning: Design and execute customized success plans that align with each customer’s objectives, industry trends, and regulatory landscape.
• Risk Mitigation: Use data analytics, usage tracking, and early warning signals to proactively address churn risks and keep customers engaged.
• Revenue Growth & Expansion: Identify upsell and cross‑sell opportunities within the portfolio, collaborating with the sales team to close expansion deals and secure seamless handoffs.
• Onboarding & Adoption: Lead the onboarding process, ensuring smooth implementation, comprehensive training, and rapid adoption of our platform.
• Feedback Loop: Gather customer insights, relay them to product and engineering teams, and influence roadmap decisions that enhance the overall experience.
• Metrics & Reporting: Track and report on key performance indicators such as customer health scores, retention rates, and Net Promoter Score (NPS), maintaining accurate records in our CRM.

Essential Qualifications

• 5+ years of customer‑facing experience in account management, customer success, or a related field, preferably within SaaS and FinTech.
• Proven track record of managing a portfolio of mid‑size financial institutions and driving measurable outcomes.
• Strong analytical mindset with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• High emotional intelligence (EQ) and a calm, confident demeanor that helps customers navigate challenges and achieve success.
• Excellent communication skills—both written and verbal—across all stakeholder levels, including C‑suite executives.
• Technical aptitude: comfortable working with cloud‑based SaaS platforms, data dashboards, and integration tools.
• Self‑motivated, proactive, and able to thrive in a fast‑paced, evolving environment.
• Willingness to travel quarterly (or as needed) to meet customers in person and collaborate with the brighthush team.

Preferred Qualifications

• Experience working with credit unions or community banks, with a deep understanding of their regulatory and operational challenges.
• Background in AI or machine‑learning product adoption, especially in customer‑facing applications.
• Knowledge of financial compliance frameworks such as GLBA, PCI‑DSS, or state‑specific banking regulations.
• Prior experience in a high‑growth startup environment, demonstrating adaptability and ownership.
• Certifications in customer success, project management, or data analytics (e.g., CSAT, Six Sigma, PMP).

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping customers succeed and a genuine curiosity about their businesses.
• Problem‑Solving: Strong analytical and troubleshooting skills, with a proactive approach to identifying and resolving issues.
• Technical Fluency: Comfortable navigating SaaS platforms, data dashboards, and integration tools; quick to learn new software.
• Collaboration: Ability to work cross‑functionally with sales, product, support, and engineering teams.
• Adaptability: Thrive in a dynamic, fast‑moving environment where priorities shift rapidly.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Leadership: Demonstrated ownership and accountability, with a track record of leading initiatives to completion.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Mentorship from senior leaders who have built successful careers in FinTech and AI.
• Regular training sessions on the latest AI technologies, regulatory updates, and customer success best practices.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Clear career pathways—from Customer Success Manager to Director of Customer Success, and beyond into product or sales leadership.
• Opportunities to contribute to product roadmap decisions, ensuring your voice shapes the future of brighthush.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and teamwork. Our culture encourages:

• Open dialogue—where every team member can share ideas and feedback without fear.
• Ownership—where you’re empowered to make decisions and take responsibility for outcomes.
• Continuous learning—through workshops, conferences, and knowledge‑sharing sessions.
• Work‑life balance—flexible remote work options, generous PTO, and a focus on mental well‑being.
• Diversity and inclusion—an environment where diverse perspectives are celebrated and every voice matters.

Compensation & Benefits

We offer a competitive total cash compensation package ranging from $120,000 to $150,000, adjusted for regional cost‑of‑living differences. In addition to base salary, you’ll receive:

• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity options that align your success with the long‑term growth of brighthush.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget and access to industry conferences.
• Employee wellness programs, including mental health resources and fitness stipends.

Why Join brighthush?

By joining brighthush, you’ll become part of a mission‑driven team that is reshaping the financial services landscape. You’ll work with cutting‑edge AI technology, collaborate with passionate professionals, and directly influence the success of community‑focused financial institutions. Your work will help banks and credit unions deliver superior member experiences, drive growth, and maintain regulatory compliance—all while advancing your own career in a supportive, growth‑oriented environment.

How to Apply

Ready to make a difference? Click the link below to submit your application and join the brighthush family.