Senior Customer Success Manager – EMEA Enterprise & Mid‑Market Fraud & Identity Risk Consulting Lead

About brighthush

brighthush is a global technology pioneer that is redefining the way businesses protect themselves against identity fraud, money laundering, and other financial crimes. By fusing artificial intelligence, biometrics, machine learning, and next‑generation automation, we deliver identity verification solutions that are faster, more accurate, and fully compliant with the most demanding regulatory frameworks. Our platform powers a diverse portfolio of clients across Financial Services, Travel, Sharing Economy, FinTech, Gaming, and beyond, enabling them to verify identities securely and efficiently while maintaining an exceptional user experience.

Our reputation is built on precision, speed, and compliance excellence. Leading brands worldwide trust brighthush to safeguard their digital ecosystems, and industry thought leaders cite our innovations as benchmarks for the future of identity verification.

Why brighthush?

At brighthush, we are on a mission to make the internet safer for everyone. We believe that every transaction, every login, and every account should be protected by the highest standards of identity verification and fraud prevention. Our culture is anchored in Integrity, Diversity, Empowerment, Accountability, and Leading Innovation—values that guide every decision we make and every product we deliver.

We are experiencing rapid growth and are looking for a seasoned Customer Success Manager to join our EMEA team. This role is more than relationship management; it is about consulting, strategizing, and driving measurable risk reduction for our enterprise and mid‑market customers.

Role Overview

The Senior Customer Success Manager will own a portfolio of enterprise and mid‑market accounts across EMEA. You will act as the bridge between the value promised during the sale and the value realized by our customers. Your deep expertise in fraud, identity, and compliance will enable you to design optimal identity strategies, quantify risk reduction outcomes, and ensure that every customer achieves their business objectives.

Key Responsibilities

• Customer Health & Retention
  • Own the health of a portfolio of EMEA enterprise and mid‑market accounts—identify green, yellow, and red accounts and understand the underlying drivers.
  • Continuously monitor health signals: product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace.
  • Spot early warning signs of dissatisfaction or disengagement before they surface as churn risk; act on health score drops immediately.
  • Escalate product gaps or recurring issues that impact customer outcomes, and close the feedback loop by communicating back what brighthush is doing.
  • Ensure open support issues are resolved to the customer’s satisfaction and that unresolved issues never reach a renewal conversation.
• Fraud & Compliance Advisory
  • Serve as a subject‑matter expert on fraud, identity verification, AML, and digital risk management for your customer portfolio.
  • Advise customer risk and fraud teams on emerging fraud vectors, industry best practices, and regulatory developments relevant to their business.
  • Evaluate customer risk profiles and provide expert recommendations on verification workflow optimization, risk mitigation, and user friction trade‑offs.
  • Identify compliance and regulatory hurdles that may impact product adoption and coordinate with internal teams to resolve them.
• Value Realization & ROI
  • Confirm customers are seeing the outcomes they expected—pass rates, conversion improvement, fraud reduction, compliance—and make that value visible and quantifiable.
  • Own the business outcomes scorecard for each account: track the metrics that matter to the customer and report on them proactively.
  • Prepare and lead regular business reviews (EBRs) that drive decisions—not just report on usage.
  • Connect brighthush’s performance back to the customer’s original business goals and make the ROI case clearly before the Account Manager enters a commercial conversation.
  • Address gaps between what was promised during the sale and what the customer is experiencing—proactively, not reactively.
• Adoption & Platform Success
  • Monitor feature adoption—ensure customers are using everything they paid for and that under‑utilized capabilities are proactively introduced.
  • Train new users as the customer’s team grows or changes, and keep the customer current on new features and product updates relevant to their use case.
  • Build a joint success plan aligned to the customer’s evolving business goals—a living document, not a one‑time exercise.
  • Partner with cross‑functional teams during the post‑go‑live period to ensure customers reach full adoption.
• Relationships & Executive Engagement
  • Build and maintain multi‑threaded relationships across the customer organization—beyond the day‑to‑day contact.
  • Expand relationships to business leaders and executives: a single‑threaded account is a renewal risk.
  • Identify and nurture champions within each account who will advocate for brighthush internally.
  • Invite engaged customers into the brighthush community—user groups, advisory boards, reference programs.
• Expansion & Commercial Partnership
  • Spot signals that a customer is ready for more—new use cases, new geographies, increased volume, new compliance requirements.
  • Surface expansion opportunities to the Account Manager with a clear business case grounded in the customer’s current deployment and proven value.
  • Support the AM in building the commercial case for expansion—you have the customer relationship and the data; the AM has the commercial motion.
  • Identify satisfied customers who could become references, case studies, or advisory board members.

Essential Qualifications

• Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management—worked inside a fraud or compliance function, not just sold to one.
• Strong consultative and analytical thinking with a focus on risk strategy and workflow design.
• Ability to distill complex fraud and compliance concepts into clear, value‑driven narratives for executive stakeholders.
• Proven track record managing enterprise accounts with €500K+ ARR—owned renewal conversations and have GRR/NRR data to support your candidacy.
• Demonstrated ability to conduct executive‑level business reviews that drive outcomes, not just report activity.
• Experience building and maintaining customer health frameworks and success plans.
• Commercial acumen: understand the connection between customer health and revenue, and can have credible conversations with economic buyers.
• Data fluency: comfortable working with product usage data, building ROI narratives, and using a CS platform (brighthush, brighthush, brighthush).
• Strong communication and executive presence—present to the C‑Suite as comfortably as troubleshooting with a technical team.
• Proactive by nature: identify risks before customers do and act without waiting to be asked.

Preferred Qualifications

• Familiarity with API‑based or technically complex SaaS products—comfortable in technical conversations.
• Experience working in a PE‑backed or high‑growth transformation environment.
• Prior experience building or contributing to CS playbooks, health score models, or QBR frameworks.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured mentorship programs with senior leaders in Customer Success, Product, and Sales.
• Regular training on the latest fraud trends, regulatory updates, and advanced AI capabilities.
• Cross‑functional projects that expose you to Product Management, Engineering, and Marketing.
• Opportunities to lead internal workshops, whitepapers, and industry speaking engagements.
• Clear career pathways to Director of Customer Success, Head of EMEA, or Product Strategy roles.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑energy atmosphere. We value:

• Transparency and open communication across all levels.
• Continuous feedback loops that empower employees to innovate.
• Flexibility in work arrangements—remote, hybrid, or on‑site as needed.
• A culture that celebrates diversity, equity, and belonging.
• Regular team‑building events, hackathons, and community outreach initiatives.

Compensation & Benefits

We offer a competitive annual salary of at least €80,000 gross for a full‑time role (38.5‑hour week). In addition, you will receive:

• Performance‑based bonus structure tied to customer health, renewal, and expansion metrics.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to industry conferences.
• Employee stock‑option program to share in brighthush’s long‑term success.
• Wellness programs, including gym memberships and mental health resources.

What Success Looks Like

First 90 Days

• Clear health rating for every account in your portfolio and a plan for every yellow and red account.
• Met key stakeholders at each account and established a regular operating cadence.
• Understood the business outcomes each customer is trying to achieve and whether brighthush is delivering them.
• Identified the top 3 accounts at renewal risk and had an active plan in place.

End of Year One

• GRR across your portfolio at or above target.
• Every account has a current success plan, a health score, and an EBR cadence.
• Surfaced expansion opportunities to the AM team with qualified business cases.
• Customer satisfaction scores across your portfolio trending upward.

How to Apply

Ready to make a tangible impact on the fight against digital fraud? Submit your application through the brighthush careers portal. We’re excited to learn how your expertise can help our customers thrive.

Equal Opportunity Statement

brighthush is a collaboration of people with different ideas, strengths, interests, and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.

Applicant Data Privacy

We will only use your personal information in connection with brighthush’s application, recruitment, and hiring processes, as described in brighthush’s Applicant Privacy Notice. If you have any questions or comments, please send an email to [email protected].

Originally posted on brighthush