Senior Customer Success Manager – B2B SaaS FinTech Solutions, Data‑Driven Account Leadership, Remote US Position at brighthush

About brighthush

brighthush is a trailblazing fintech pioneer that empowers banks, lenders, and merchants with cutting‑edge, white‑labeled embedded lending technology. Our mission is to democratize credit by delivering seamless, scalable, and compliant lending solutions that integrate directly into partner platforms. With a global footprint and a culture rooted in innovation, collaboration, and customer obsession, brighthush is redefining how financial services are delivered in the digital age.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, mission‑driven team that is reshaping the future of finance. We champion a culture of continuous learning, data‑backed decision making, and a relentless focus on customer success. Whether you’re a seasoned professional or an ambitious leader, you’ll find the autonomy, resources, and support you need to grow your career while making a tangible impact on millions of users worldwide.

Role Overview

We are seeking an experienced Senior Customer Success Manager to lead the strategic stewardship of our most valuable B2B SaaS accounts. In this role, you will partner with financial institutions and fintech partners to ensure they achieve maximum value from our embedded lending platform, drive renewal and expansion, and champion a culture of continuous improvement. Your data‑driven mindset, technical fluency, and deep understanding of the financial services ecosystem will be critical to your success.

Key Responsibilities

• Account Leadership: Own a portfolio of high‑value enterprise accounts, serving as the primary point of contact for all customer success initiatives.
• Renewal & Expansion: Proactively manage the renewal cycle, identify upsell opportunities, and collaborate with Sales and Product to secure multi‑year contracts.
• Health Monitoring: Track account health metrics (NPS, usage, churn risk) using Gainsight and Salesforce; develop actionable insights to improve satisfaction.
• Strategic Advisory: Act as a trusted advisor, helping clients optimize their use of our platform to achieve business outcomes such as increased loan volume, reduced default rates, and improved compliance.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Legal to surface customer feedback, influence roadmap priorities, and ensure smooth onboarding of new features.
• Process Optimization: Design and refine customer success processes, playbooks, and training materials to scale best practices across the organization.
• Data Analysis: Leverage data to build dashboards, run cohort analyses, and present findings to senior leadership.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in embedded lending.

Essential Qualifications

• Minimum of 5 years of experience in Customer Success, Account Management, or Technical Account Management within B2B SaaS environments.
• Proven track record of managing enterprise accounts in the financial services or fintech space.
• Strong technical acumen with the ability to understand and explain complex SaaS products and APIs.
• Data‑driven mindset: proficiency in using analytics tools (e.g., Gainsight, Salesforce, Tableau) to derive actionable insights.
• Excellent communication skills in English, both written and verbal, with the ability to influence stakeholders at all levels.
• Bachelor’s degree in Business, Finance, Computer Science, or a related field (or equivalent professional experience).
• U.S. residency or legal authorization to work in the United States.

Preferred Qualifications

• Experience with embedded lending or credit risk assessment platforms.
• Knowledge of regulatory frameworks such as OCC, CFPB, or PCI DSS.
• Hands‑on experience with HubSpot and advanced Salesforce administration.
• Prior experience leading a customer success team or mentoring junior staff.
• Certifications in Customer Success Management (CSM) or related fields.

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with business objectives and articulate a clear roadmap for success.
• Relationship Building: Proven ability to build trust and rapport with C‑level executives and technical leads.
• Problem Solving: Strong analytical skills to diagnose issues, propose solutions, and drive resolution.
• Project Management: Experience managing multiple initiatives simultaneously while meeting deadlines.
• Adaptability: Comfortable working in a fast‑paced, evolving environment and pivoting priorities as needed.
• Collaboration: Comfortable working cross‑functionally with Sales, Product, Engineering, and Marketing.

Tools & Technologies

• Salesforce (Admin & Advanced Analytics)
• HubSpot (CRM & Marketing Automation)
• Gainsight (Customer Success Platform)
• Tableau / Power BI (Data Visualization)
• Jira / Confluence (Project Management & Documentation)
• Slack / Microsoft Teams (Collaboration)

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Customer Success Manager, you will:

• Lead a high‑impact team and mentor junior CS professionals.
• Take ownership of strategic initiatives that shape the future of our product and customer experience.
• Participate in leadership development programs, including executive coaching and cross‑functional projects.
• Attend industry conferences, webinars, and workshops to stay ahead of fintech trends.
• Benefit from a robust internal learning platform with courses on product knowledge, sales strategy, and data analytics.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusion. Our remote-first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings and monthly town halls.
• Regular one‑on‑one check‑ins with your manager.
• Collaborative tools that foster real‑time communication and knowledge sharing.
• A supportive community of peers who celebrate wins and learn from challenges together.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and equity participation. In addition, you’ll enjoy:

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible vacation policy.
• Unlimited learning budget for courses, certifications, and conferences.
• Wellness stipend and mental health resources.
• Annual company retreats and team‑building events.

How to Apply

Ready to take the next step in your career and help shape the future of embedded lending? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to hear how your experience and vision align with brighthush’s mission.

Closing Statement

At brighthush, we’re building more than a fintech platform—we’re creating a community of innovators who are passionate about delivering financial inclusion at scale. If you’re a seasoned Customer Success leader with a data‑driven mindset, technical fluency, and a passion for fintech, we invite you to join us on this exciting journey. Your expertise will help our partners unlock new growth, drive customer satisfaction, and transform the way financial services are delivered worldwide.