Senior Customer Success Manager – Driving Global Growth, Automation, and Retention for a Rapidly Scaling FinTech Platform at brighthush

About brighthush

brighthush is redefining the creator‑marketing ecosystem by fusing creative commerce with next‑generation financial technology. Since our inception in 2020, we have engineered a single, auditable ledger that unifies contracting, payouts, tax compliance, and reconciliation for creators and 1099 vendors. Our platform empowers brands, labels, and agencies to fund campaigns on net terms without draining their own cash, while delivering real‑time financial transparency and compliance that is unmatched in the industry.

Today, we serve over 200 creator agencies worldwide and have already processed eight‑figure payouts, with a clear trajectory toward nine figures. Backed by visionary investors who share our commitment to innovation and impact, we are on a relentless pursuit of automation and scale. We need a Customer Success leader who can help us transform our operations, streamline processes, and deepen relationships with the most influential creators and brands in the world.

Role Overview

As the Senior Customer Success Manager, you will be the linchpin that transforms our customer experience from a reactive, manual operation into a proactive, product‑driven division. You’ll partner directly with our founders, own the full lifecycle of our 200+ agency, label, and brand customers, and spearhead the automation of every manual touchpoint. Your work will directly influence revenue retention, payout accuracy, and the speed with which our customers can launch and scale campaigns.

Key Responsibilities

• Onboarding & Activation: Collaborate with Sales to move new customers from signature to live and transacting within 30 days. Manage MSA terms, wallet funding, KYC, first campaign setup, and first payout.
• Customer Base Ownership: Serve as the primary point of contact for all top accounts. Provide finance, legal, and marketing leads with timely, accurate information.
• Invoice, Payment & Reconciliation: Ensure every invoice is correct, every payout is on time, and every dollar is reconciled in brighthush. Escalate funding issues before they become payout problems.
• Revenue Reporting: Build and maintain a real‑time revenue tracking system that feeds weekly (or faster) reports to Finance, eliminating any lag.
• Quarterly Business Reviews (QBRs): Lead QBRs with top accounts, assessing volume vs. plan, forecasting, and addressing blockers. Hold both customers and brighthush to the MSA commitments.
• Response Management: Own the response standard across email, Slack, and in‑app. Resolve escalated issues within 1 hour, regardless of business hours.
• Productization: Identify manual processes that occur more than twice and turn them into product specs. Work with the Co‑CEO and product team to automate onboarding steps, reconciliation checks, reporting, and recurring customer requests.
• Expansion & Renewals: Map each customer’s creator and vendor spend, identify untapped volume, and drive expansion. Own the renewal calendar in partnership with Partnerships and the CEO.

Success Metrics

We measure success with five core numbers, reviewed monthly:

• Net Revenue Retention: 110%+
• Time to First Payout: Under 30 days from signature (median)
• Escalated Issue Response Time: Under 1 hour, any time
• On‑Time Payouts with Correct Invoice: 100%
• Revenue Reporting Lag: Weekly flash, under 3 business days at month end

We also value softer metrics: the extent to which top accounts hit their quarterly volume plan, the number of recurring tasks automated, and whether customers cite you as a key reason for their continued partnership.

Who You Are

We’re looking for a candidate who has:

• 2–5 years of deep customer success, account management, or implementation experience, managing 100+ accounts and driving measurable retention or responsiveness improvements.
• Experience in both scaled enterprises and high‑growth startups, with a keen eye for building processes that scale.
• Comfort with finance leadership: reading and negotiating MSAs, reconciling invoices in brighthush, building revenue tracking systems, and reporting to CFOs.
• A product mindset: spotting manual steps and immediately drafting clear specs for engineering.
• The ability to thrive in chaos, turning it into SOPs and never deflecting responsibility.
• Daily use of AI tools to accelerate workflow, with demonstrable results.
• Excellent communication skills—both written and verbal—capable of engaging CFOs, COOs, and procurement leads in a single week.
• Ambition to grow into a leadership role, starting from the manager seat and earning the next step.

Essential Qualifications

• Proven track record of managing large customer portfolios and driving retention.
• Strong financial acumen: MSA negotiation, brighthush reconciliation, revenue reporting.
• Product management experience: drafting specs, collaborating with engineering, and launching automated workflows.
• Experience with AI‑powered support agents and turning tickets into training data.
• Fluency in the brighthush platform and other financial reconciliation tools (or equivalent).

Preferred Qualifications

• Background in payments, lending, banking, or fintech at scale.
• Experience in music, creator marketing, or influencer agencies.
• Hands‑on experience shipping internal tools, integrations, or workflows.

Skills & Competencies

• Strategic thinking and execution.
• Data‑driven decision making.
• Exceptional stakeholder management.
• Process design and continuous improvement.
• Adaptability and resilience in a fast‑paced environment.
• Strong written and verbal communication.

Career Growth & Learning

At brighthush, we believe in building leaders from the ground up. As the Senior Customer Success Manager, you’ll have a clear path to a leadership seat in the CS division as we scale. You’ll gain exposure to product strategy, finance operations, and executive decision‑making. We invest in your growth through mentorship, access to industry conferences, and a culture that encourages experimentation and learning.

Culture & Work Environment

We operate with a “clients first” mindset, ensuring that no payout or invoice slips through the cracks. Our team is hyper‑responsive, collaborative, and data‑driven. We’re not a 9‑to‑5; we’re all‑in or all‑out, and we communicate that upfront. You’ll work remotely from the U.S., with occasional travel to New York, Los Angeles, and Atlanta—roughly one week per month. Our founders are deeply involved in day‑to‑day CS, but they’re looking for a leader who can take ownership and scale the function.

Compensation & Perks

• Competitive salary and equity under the brighthush Equity Incentive Plan.
• Full medical, dental, and vision coverage.
• Generous PTO that aligns with the client calendar—so you can actually take time off.
• Access to cutting‑edge AI tools and a culture that rewards innovation.
• Direct line to the founders and a seat that grows with the company.

How to Apply

Ready to drive the next wave of automation and customer success at brighthush? Send a brief note and your resume to [email protected]. Skip the cover letter; simply tell us about one account you turned around and the impact on revenue.

We’ll review applications quickly: a 30‑minute screen with the Co‑CEO, a 60‑minute working session where you walk us through onboarding and reconciling a sample account, and a final conversation with the CEO—all within one week. We’re an equal‑opportunity employer and celebrate diversity in all its forms.