Senior Customer Success Manager – B2B SaaS & FinTech Solutions – Drive Retention, Upsell, and Client Growth at brighthush
About brighthush
brighthush is a trailblazing AI‑powered trust infrastructure company that redefines compliance operations for the digital economy. By seamlessly integrating identity verification, fraud prevention, and risk workflows, we empower businesses—from fintech startups to global payment platforms—to operate with confidence, speed, and regulatory certainty. Our mission is to make trust effortless, and our culture is built on curiosity, collaboration, and a relentless focus on customer success.
Why Join brighthush?
At brighthush, you’ll be part of a high‑velocity, mission‑driven team that is shaping the future of compliance technology. We champion a culture of continuous learning, provide access to cutting‑edge tools, and reward innovation with competitive compensation, generous time‑off, and a flexible remote work model. If you thrive in a fast‑paced environment, love turning data into actionable insights, and want to help clients achieve measurable growth, brighthush is the place for you.
Key Responsibilities
- Customer Portfolio Management: Own a diversified portfolio of mid‑to‑large B2B SaaS, fintech, payments, and crypto clients. Build deep relationships, understand their business objectives, and serve as the single point of contact for all success initiatives.
- Strategic Business Reviews: Conduct quarterly business reviews (QBRs) with C‑suite stakeholders to assess product adoption, ROI, and future roadmap alignment. Translate data into compelling narratives that drive renewal confidence.
- Upsell & Expansion: Identify and quantify upsell opportunities across product lines. Partner with Sales and Product teams to craft tailored expansion plans that align with client goals.
- Retention & Renewal Leadership: Own the renewal process, ensuring a smooth handoff from onboarding to renewal. Proactively mitigate churn risks through early warning signals and remediation plans.
- Cross‑Functional Collaboration: Work closely with Product, Engineering, Marketing, and Support to surface client feedback, influence roadmap decisions, and deliver feature enhancements that drive satisfaction.
- Data‑Driven Insights: Leverage analytics tools (e.g., Salesforce, Gainsight, Tableau) to monitor health scores, usage patterns, and satisfaction metrics. Translate insights into actionable plans.
- Thought Leadership & Advocacy: Represent brighthush at industry events, webinars, and client workshops. Publish case studies and white papers that showcase success stories.
- Process Optimization: Continuously refine customer success workflows, documentation, and knowledge bases to improve efficiency and consistency across the team.
Essential Qualifications
- 5+ years of experience in Customer Success, Account Management, or Business Development within B2B SaaS, fintech, payments, or crypto ecosystems.
- Proven track record of driving retention, renewals, and upsell revenue for enterprise clients.
- Strong analytical mindset with the ability to interpret usage data, churn metrics, and financial KPIs.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Comfortable learning and explaining complex technical products to non‑technical stakeholders.
- Proficiency with CRM and CS tools (e.g., Salesforce, Gainsight, HubSpot) and collaboration platforms (Slack, Teams).
- High level of organization, self‑motivation, and the ability to manage multiple priorities in a remote setting.
Preferred Qualifications
- Experience working with AI‑driven compliance or identity verification solutions.
- Background in data science or analytics, with proficiency in SQL or Python.
- Previous exposure to the European Union’s GDPR, PSD2, or other regulatory frameworks.
- Track record of leading cross‑functional initiatives that resulted in measurable business impact.
- Experience in a startup or high‑growth environment where you had to build processes from scratch.
Skills & Competencies
- Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering value.
- Strategic Thinking: Ability to see the big picture and align customer goals with company objectives.
- Data Fluency: Comfortable turning raw data into insights that inform strategy.
- Influence & Negotiation: Skilled at persuading stakeholders and negotiating renewal terms.
- Project Management: Strong organizational skills to juggle multiple client initiatives simultaneously.
- Adaptability: Thrive in a fast‑moving, evolving product landscape.
Career Growth & Learning Opportunities
At brighthush, we believe that your professional development is as important as the work you do. As a Customer Success Manager, you will:
- Progress to a Senior Customer Success Manager or Customer Success Director role within 2–3 years.
- Lead cross‑functional projects that influence product strategy and go‑to‑market plans.
- Participate in leadership training programs, mentorship circles, and industry conferences.
- Access to an internal learning portal featuring courses on AI, compliance, data analytics, and soft skills.
- Opportunity to contribute to white papers, case studies, and speaking engagements that elevate your personal brand.
Work Environment & Culture
brighthush is a fully remote, globally distributed team that values flexibility, transparency, and collaboration. Our culture is defined by:
- Weekly “All‑Hands” meetings to share wins, challenges, and product updates.
- Monthly hackathons where teams prototype new features or process improvements.
- Open communication channels via Slack, where ideas are welcomed and feedback is constructive.
- A commitment to work‑life balance, with flexible hours that accommodate different time zones.
- Regular virtual social events, such as trivia nights, coffee chats, and wellness challenges.
Compensation & Benefits
While specific figures are tailored to experience and location, brighthush offers a competitive package that includes:
- Base salary commensurate with market rates for senior customer success roles.
- Performance‑based bonuses tied to renewal rates, upsell revenue, and customer satisfaction metrics.
- Equity options that align your success with the company’s long‑term growth.
- Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
- Parental leave that supports both maternity and paternity needs.
- Health, dental, and vision insurance plans for you and your dependents.
- Professional development stipend for courses, certifications, and conference attendance.
- Remote‑work stipend to cover home‑office setup and internet expenses.
How to Apply
If you are ready to take ownership of client success, drive revenue growth, and shape the future of compliance technology, we want to hear from you. Submit your application through our careers portal and join a team that is committed to making trust effortless for businesses worldwide.