Senior Customer Success Manager – Championing Growth, Retention, and AI‑Driven Customer Experience for brighthush’s FinTech Community Banks and Credit Unions

About brighthush

brighthush is redefining the way community financial institutions—credit unions and community banks—engage with their members. By blending human expertise with cutting‑edge AI, we empower institutions to deliver personalized, efficient, and compliant experiences at scale. With a portfolio of over 750 trusted partners, brighthush is at the forefront of the AI‑enabled banking revolution, helping our clients grow, innovate, and serve their communities with confidence.

Why Join brighthush?

At brighthush, we believe that the heart of our success lies in the relationships we build—both with our customers and with each other. We’re a fast‑moving, purpose‑driven team that values curiosity, empathy, and a relentless drive to solve real‑world problems. If you thrive in a collaborative environment where your ideas shape product direction, your customer insights drive revenue, and your growth is supported by continuous learning, brighthush is the place for you.

Role Overview

As a Tier 2 Customer Success Manager (CSM) based in the Central U.S. region (remote locations across MI, IL, IN, OH, PA, MN, IA, NE), you will be the primary advocate for a portfolio of 50 mid‑size customers. Your mission is to ensure that each institution derives maximum value from brighthush’s AI communications platform, driving retention, expansion, and overall satisfaction. You will partner closely with Sales, Product, and Support teams to translate customer needs into actionable insights and revenue opportunities.

Key Responsibilities

• Customer Relationship Management: Serve as the trusted point of contact for 50 customers, fostering deep, long‑term relationships built on trust and mutual success.
• Strategic Business Reviews (SBRs): Conduct regular check‑ins and SBRs to assess progress against customer goals, identify growth opportunities, and surface any challenges.
• Customer Advocacy: Champion customer needs internally, ensuring that product, technology, and service enhancements align with real‑world use cases.
• Success Planning: Design and execute tailored success plans that guide customers through onboarding, adoption, and expansion phases.
• Risk Mitigation: Use data analytics and usage tracking to proactively identify churn risks and implement early intervention strategies.
• Revenue Growth: Identify upsell and cross‑sell opportunities, collaborating with Sales to close expansion deals and maintain seamless handoffs.
• Onboarding & Adoption: Program‑manage the onboarding journey, ensuring smooth implementation and rapid product adoption through training, resources, and best practices.
• Feedback Loop: Collect and relay customer feedback to Product and Engineering teams, influencing roadmap decisions and enhancing the overall customer experience.
• Metrics & Reporting: Track and report on customer health, retention rates, and other key performance indicators, maintaining accurate records in our CRM/CS platform.
• Quarterly Travel: Travel quarterly (or as needed) to conduct in‑person meetings with customers and collaborate with the broader brighthush team.

Essential Qualifications

• 5+ years of customer‑facing experience in SaaS or FinTech, with a proven track record in account management or customer success.
• Deep empathy and high emotional intelligence, enabling you to understand and address customer pain points with calm confidence.
• Strong analytical mindset: comfortable working with data, deriving insights, and translating them into actionable plans.
• Technical aptitude: quick to learn new software, comfortable navigating complex technology stacks, and adept at troubleshooting.
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Proven ability to collaborate cross‑functionally with Sales, Product, and Support teams.
• Adaptability: thrive in a fast‑paced, evolving environment where priorities shift rapidly.
• Willingness to travel quarterly to meet customers and team members in person.

Preferred Qualifications

• Experience working directly with credit unions or community banks.
• Prior exposure to AI or machine‑learning products.
• Background in data analysis or business intelligence tools.
• Experience managing a portfolio of 50+ customers or more.
• Knowledge of compliance and regulatory frameworks relevant to community financial institutions.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping customers succeed and a deep understanding of their business challenges.
• Problem‑Solving: Ability to diagnose issues quickly, propose solutions, and follow through to resolution.
• Strategic Thinking: Vision to align customer goals with brighthush’s product roadmap and revenue objectives.
• Influence & Negotiation: Skill in persuading stakeholders and negotiating win‑win outcomes.
• Project Management: Ability to manage multiple initiatives simultaneously while meeting deadlines.
• Team Player: Willingness to roll up sleeves, collaborate, and support teammates across functions.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders.
• Continuous learning resources—online courses, certifications, and industry conferences.
• Clear career pathways: from Tier 2 CSM to Senior CSM, Customer Success Director, or Product Management roles.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.

Work Environment & Culture

brighthush is built on a foundation of values that guide every decision:

• Customers are our North Star: Every initiative is customer‑first.
• No Fear – Tell the Truth: Open, honest communication is expected and rewarded.
• Team of Owners: Every team member is empowered to take ownership and drive impact.

We celebrate diversity, equity, and inclusion, fostering a culture where every voice is heard and every idea can thrive. Our remote‑first approach means you can work from anywhere in the Central U.S., with flexible hours that respect work‑life balance.

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.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and access to industry events.
• Flexible work arrangements and a supportive remote‑work infrastructure.

Ready to Make an Impact?

If you are a proactive, results‑driven professional who thrives on building lasting relationships, driving growth, and shaping the future of AI‑powered banking, brighthush invites you to join our mission. Bring your passion for customer success, your curiosity for technology, and your commitment to excellence, and help us empower community financial institutions to serve their members better than ever before.

Apply today and become a key player in brighthush’s journey to transform the financial landscape.