Senior Customer Success Manager – Banking & Financial Services – Driving Growth, Retention, and Customer Advocacy at brighthush

About brighthush

brighthush is a trailblazing fintech powerhouse that empowers banks, credit unions, and other financial institutions to unlock the full potential of their customer relationships. By blending cutting‑edge technology, data‑driven insights, and a relentless focus on customer delight, we help our partners transform complex banking processes into seamless, personalized experiences that drive loyalty, reduce churn, and accelerate revenue growth.

With a global footprint that spans North America, Europe, and the Middle East, brighthush is recognized for its innovative approach to customer success, its commitment to continuous learning, and its culture of collaboration and empowerment. We believe that every interaction with a customer is an opportunity to create lasting value, and we invest heavily in the people who make that happen.

Why This Role Matters

As a Senior Customer Success Manager in the Banking & Financial Services sector, you will be the linchpin that connects our product vision with the real‑world needs of our clients. Your strategic guidance, analytical rigor, and passion for customer advocacy will directly influence our ability to retain high‑value accounts, upsell new solutions, and position brighthush as the go‑to partner for banks seeking digital transformation.

Key Responsibilities

• Build and nurture strategic relationships with senior stakeholders across banking institutions, ensuring a deep understanding of their business objectives, pain points, and success metrics.
• Own the customer lifecycle from onboarding through renewal, orchestrating cross‑functional initiatives that deliver measurable outcomes and exceed expectations.
• Analyze customer data to uncover trends, identify risks, and surface opportunities for upsell, cross‑sell, and product adoption.
• Develop and execute account plans that align with each client’s roadmap, incorporating proactive risk mitigation, value‑add initiatives, and clear KPIs.
• Champion customer advocacy by gathering feedback, translating insights into product enhancements, and representing the customer voice in executive meetings.
• Collaborate with Sales, Product, and Engineering to ensure seamless handoffs, timely issue resolution, and continuous improvement of the customer journey.
• Lead and mentor junior team members by sharing best practices, providing constructive feedback, and fostering a culture of excellence and accountability.
• Track and report on key performance indicators such as Net Promoter Score (NPS), churn rate, renewal rate, and customer lifetime value (CLV) to inform strategic decisions.
• Stay ahead of industry trends by monitoring regulatory changes, emerging technologies, and competitive dynamics that impact our banking clients.
• Represent brighthush at industry events and conferences, positioning the company as a thought leader in customer success for financial services.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Economics, or a related field.
• Minimum of 5 years of progressive experience in customer success, account management, or a client‑facing role within the banking or financial services industry.
• Proven track record of managing high‑value accounts, driving retention, and achieving revenue growth.
• Strong analytical mindset with the ability to interpret complex data sets and translate findings into actionable strategies.
• Exceptional communication skills in English, both written and verbal, with the ability to influence senior stakeholders.
• Fluency in additional languages (Polish, French, Spanish, or Arabic) is a plus.
• Experience working in a remote or distributed team environment.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).

Preferred Qualifications

• Advanced degree (MBA, MSc) or relevant certifications (CSM, CSPO, or similar).
• Experience in regulatory technology (RegTech) or financial compliance solutions.
• Background in data analytics or data science, with familiarity in SQL, Python, or Tableau.
• Track record of leading cross‑functional initiatives that result in measurable business impact.
• Experience coaching or managing a team of customer success professionals.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day operational details.
• Customer‑Centric Mindset – Passion for delivering exceptional value and turning challenges into opportunities.
• Data‑Driven Decision Making – Comfortable turning metrics into insights and insights into action.
• Stakeholder Management – Skilled at building trust and influencing decision makers at all levels.
• Project Management – Proven ability to juggle multiple initiatives, meet deadlines, and deliver results.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration & Teamwork – Strong interpersonal skills and a collaborative spirit that inspires others.

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:

• Progress into leadership roles such as Director of Customer Success or Head of Banking Partnerships.
• Participate in our Leadership Development Program, which includes mentorship, executive coaching, and rotational assignments.
• Access a curated library of industry research, white papers, and webinars that keep you at the forefront of banking innovation.
• Earn certifications in customer success, product management, or data analytics through our partnership with leading educational platforms.
• Attend global conferences and workshops, expanding your network and expertise.

Work Environment & Culture at brighthush

We champion a culture that values transparency, collaboration, and continuous improvement. Key highlights include:

• Remote‑First Flexibility – Work from anywhere in the world with a fully supported home office setup.
• Diversity & Inclusion – A vibrant community where every voice is heard and celebrated.
• Employee Well‑Being – Comprehensive health plans, mental health resources, and wellness stipends.
• Team Bonding – Quarterly virtual retreats, hackathons, and social events that foster camaraderie.
• Innovation Labs – Dedicated time and resources for experimentation, new ideas, and product prototyping.

Compensation, Perks & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to individual and company metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, including paid parental leave.
• Annual professional development budget for courses, certifications, and conferences.
• Unlimited remote work stipend to create a productive home office.
• Employee referral program with generous rewards.

Ready to Make an Impact?

If you are a seasoned customer success professional with a passion for banking, a knack for data‑driven strategy, and a desire to shape the future of financial services, brighthush invites you to join our mission. Bring your expertise, your curiosity, and your drive to a team that values innovation, collaboration, and customer success at the highest level.

Apply today and help us empower banks worldwide to deliver exceptional experiences, achieve regulatory excellence, and unlock new growth opportunities.