Senior Customer Success Manager – EMEA – Leading Global Adoption, Strategic Partnerships, and Revenue Growth in Digital Asset Infrastructure at brighthush

About brighthush – Pioneering the Future of Digital Finance

At brighthush, we are not merely building software – we are architecting the next generation of financial connectivity. Our mission is to deliver a fully compliant, high‑velocity digital asset infrastructure that bridges regulated institutions with the rapidly expanding world of blockchain‑based assets. With a distributed team of more than 50 engineers, product specialists, and customer advocates across 14 countries, we are redefining how capital moves in the digital economy. Since closing a Series B round last November, visionary investors have joined us, fueling our rapid expansion, product innovation, and the scaling of our customer success organization.

Our culture is built on transparency, collaboration, and a relentless focus on delivering measurable value to the institutions that are shaping the future of finance. We believe that the success of our customers is the engine that drives everything we do, and we empower our teams to own outcomes, experiment boldly, and iterate quickly. If you thrive in a fast‑paced, high‑impact environment and want to help shape the next wave of digital asset transactions, brighthush is the place for you.

Role Overview – Your Impact as Senior Customer Success Manager, EMEA

As the Senior Customer Success Manager for the EMEA region, you will be the primary advocate for our clients across Europe, the Middle East, and Africa. You will own the entire post‑sales journey, from onboarding to renewal, ensuring that each customer not only adopts our platform but also realizes tangible business outcomes. Your influence will span technical integration, commercial negotiations, and strategic partnership development, positioning you as a trusted advisor and growth catalyst.

You will work closely with cross‑functional teams – engineering, product, compliance, operations, and marketing – to deliver a seamless, end‑to‑end experience that drives adoption, reduces churn, and unlocks upsell opportunities. Your success will be measured by net retention, expansion revenue, customer satisfaction, and the depth of your relationships with economic buyers and technical stakeholders.

Key Responsibilities

• Own the post‑sales journey: Lead end‑to‑end onboarding, adoption, business reviews, renewal, and upsell activities for your book of customers.
• Commercial ownership: Drive renewals and upsells, negotiate pricing, and manage the entire commercial conversation with economic buyers.
• Technical partnership: Serve as the technical point of contact, guiding integration teams through API documentation, test calls, and troubleshooting.
• Compliance guidance: Advise clients on Travel Rule compliance, stablecoin payment products, and other regulatory requirements.
• Risk monitoring: Track usage, engagement, and risk signals; proactively address issues before they impact renewal decisions.
• Growth hunting: Identify expansion opportunities within existing accounts, collaborating with Sales on net‑new prospects.
• Cross‑functional collaboration: Build relationships across compliance, operations, engineering, and marketing to ensure a holistic customer experience.
• Product feedback: Relay customer and competitor insights to product, sales, and marketing teams.
• Data stewardship: Maintain accurate, up‑to‑date records in brighthush.
• On‑call support: Provide occasional after‑hours assistance to ensure uninterrupted service.

Success Metrics (Within the First Year)

• Net retention growth across your portfolio, with documented renewals and upsells.
• All customers live and actively using the platform; early identification and mitigation of at‑risk accounts.
• Quantified upsell opportunities discovered and converted.
• Customers approach you first for compliance and commercial matters.
• Demonstrated deep product knowledge and industry expertise.

Essential Qualifications

• Based in EMEA, with the ability to cover a diverse customer base across the region.
• Approximately 5 years of experience in Customer Success or Account Management within crypto, fintech, regtech SaaS, or another complex technical market.
• Proven commercial ownership: you have independently managed renewals, upsells, and pricing negotiations.
• Technical fluency: comfortable navigating API documentation, interpreting request/response flows, and diagnosing integration issues.
• Experience managing a mix of mid‑market to enterprise customers.
• Full lifecycle expertise—from onboarding to expansion.
• Exposure to compliance‑driven or regulated environments.
• A self‑starter mindset: you own details, act decisively, and thrive without rigid processes.
• Strong judgment and genuine interest in solving customer problems.
• Ability to work autonomously and dive deep into complex challenges.

Preferred Qualifications (Nice to Have)

• Hands‑on experience with Travel Rule, stablecoin payments, or digital asset compliance.
• Background working with banks and regulated financial institutions entering digital asset markets.
• Track record of building Customer Success processes and playbooks from scratch.

Skills & Competencies

• Strategic thinking and data‑driven decision making.
• Exceptional communication and presentation skills.
• Strong negotiation and influence capabilities.
• Technical curiosity and problem‑solving aptitude.
• Customer‑centric mindset with a passion for delivering measurable outcomes.
• Proficiency with CRM tools (brighthush) and customer success platforms.
• Adaptability to a fast‑paced, evolving product landscape.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. You will have the chance to:

• Lead cross‑functional initiatives that shape product roadmaps and go‑to‑market strategies.
• Mentor junior Customer Success team members and help build the next generation of leaders.
• Participate in industry conferences, webinars, and thought‑leadership panels.
• Access continuous learning resources, including technical certifications, compliance courses, and leadership workshops.
• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and inclusivity. Our remote‑first model empowers you to work from anywhere within EMEA while staying connected through:

• Weekly all‑hands meetings and bi‑weekly team huddles.
• Transparent OKR tracking and real‑time feedback loops.
• Regular hackathons and cross‑team innovation challenges.
• A vibrant virtual community with social events, wellness programs, and peer recognition.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior Customer Success roles in the fintech sector.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity participation, allowing you to share in the long‑term success of the company.
• Comprehensive health, dental, and vision coverage.
• Flexible working hours and a generous paid time off policy.
• Professional development budget and access to industry conferences.
• Wellness stipend and mental health resources.

Why Join brighthush?

By joining brighthush, you will be part of a mission‑driven team that is reshaping the financial landscape. You will:

• Work with cutting‑edge technology that powers the next wave of digital asset transactions.
• Collaborate with a diverse, global team of experts who are passionate about compliance, innovation, and customer success.
• Own a portfolio of high‑impact accounts and directly influence the growth trajectory of the company.
• Benefit from a culture that values autonomy, continuous learning, and a healthy work‑life balance.

How to Apply

Ready to make a tangible impact in the digital asset space? Submit your application through our careers portal or click the link below to explore this exciting opportunity.