Senior Customer Success Manager – FinTech Accounting & Tax Solutions – Remote, German & English – 100% Impact
About brighthush
brighthush is a trailblazing FinTech firm that redefines how e‑commerce and SaaS businesses manage their financial operations. By blending cutting‑edge cloud technology with deep industry expertise, we deliver intuitive, automated accounting and bookkeeping solutions that empower our customers to focus on growth, not paperwork. Our mission is simple: make financial compliance effortless, transparent, and scalable for every business, no matter how fast it grows.
Founded on the belief that technology should simplify, not complicate, our platform integrates seamlessly with leading e‑commerce marketplaces, payment processors, and ERP systems. We serve a diverse portfolio of clients ranging from boutique online stores to enterprise‑grade SaaS providers, all of whom rely on our real‑time insights to stay compliant with local tax regulations, including the German DATEV framework.
At brighthush, we celebrate a culture of curiosity, collaboration, and continuous learning. Our remote‑first environment means you can work from anywhere while staying connected to a vibrant community of product innovators, data scientists, and customer advocates. We’re proud of our inclusive, high‑performance culture that rewards initiative, creativity, and a passion for customer success.
Why Join brighthush?
- Impact at Scale: Your work will directly influence how thousands of businesses streamline their financial workflows.
- Remote Flexibility: 100% remote with a flexible schedule that respects work‑life balance.
- Growth Opportunities: Fast‑track your career with mentorship, leadership training, and cross‑functional projects.
- Innovative Tech Stack: Collaborate with the latest tools in SaaS, cloud, and data analytics.
- Inclusive Culture: A diverse, supportive community that values every voice.
Role Overview
As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our customers, ensuring they achieve maximum value from our FinTech solutions. You will bridge the gap between our product team and our clients, translating complex accounting concepts into actionable insights. Your expertise in financial accounting, tax processes, and SaaS customer engagement will help us maintain high satisfaction scores, reduce churn, and drive upsell opportunities.
Key Responsibilities
- Customer Onboarding & Training: Conduct engaging demo calls, walkthroughs, and training sessions to help new users quickly adopt our platform.
- Proactive Support & Issue Resolution: Manage support tickets through Zendesk, ensuring timely, high‑quality responses that resolve issues and enhance user experience.
- Content Creation & Knowledge Base Management: Author and maintain clear, concise documentation, FAQs, and video tutorials in Confluence and Google Workspace.
- Performance Monitoring: Define, track, and report on key success metrics (NPS, CSAT, renewal rates, usage adoption) to identify trends and improvement opportunities.
- Customer Advocacy: Serve as the voice of the customer in product discussions, providing feedback that shapes roadmap priorities.
- Renewal & Upsell Management: Collaborate with Sales to identify expansion opportunities, prepare renewal proposals, and secure contract renewals.
- Community Building: Foster a community of power users through webinars, user groups, and Slack channels.
- Continuous Process Improvement: Analyze support workflows, propose automation, and implement best practices to increase efficiency.
Essential Qualifications
- Minimum 3–5 years of experience in customer success, account management, or support roles within the FinTech or SaaS industry.
- Strong background in financial accounting, bookkeeping, or tax compliance, with a particular focus on German DATEV standards.
- Proven track record of managing end‑to‑end customer journeys, from onboarding to renewal.
- Excellent communication skills in both German and English, both written and verbal.
- Hands‑on experience with Zendesk, Confluence, Slack, and Google Workspace.
- Analytical mindset: ability to define, track, and act on KPIs that drive customer success.
- Self‑motivated, detail‑oriented, and comfortable working in a fully remote, fast‑paced environment.
Preferred Qualifications
- Experience with financial software or ERP integrations (e.g., Xero, QuickBooks, SAP).
- Knowledge of tax regulations across multiple European jurisdictions.
- Previous involvement in product roadmap discussions or beta testing new features.
- Experience with data visualization tools (Tableau, Power BI) to create customer dashboards.
- Certifications in accounting or finance (e.g., CPA, ACCA, German Steuerberater).
Skills & Competencies
- Customer‑Centric Mindset: Passion for solving customer pain points and turning challenges into opportunities.
- Strategic Thinking: Ability to see the big picture while managing day‑to‑day tasks.
- Problem‑Solving: Strong analytical skills to diagnose issues and recommend effective solutions.
- Collaboration: Comfortable working cross‑functionally with Product, Engineering, Sales, and Marketing.
- Adaptability: Thrive in a dynamic environment with evolving customer needs and product updates.
- Time Management: Prioritize tasks, meet deadlines, and manage multiple accounts simultaneously.
Tools & Tech Stack
- Zendesk (ticketing & customer portal)
- Confluence (knowledge base & documentation)
- Slack (internal & customer communication)
- Google Workspace (Docs, Sheets, Slides, Drive)
- CRM (HubSpot / Salesforce) – exposure preferred
- Analytics (Google Analytics, Mixpanel) – exposure preferred
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from within. As a Senior Customer Success Manager, you will:
- Lead cross‑functional initiatives that shape product strategy.
- Mentor junior CS team members and share best practices.
- Participate in leadership development programs and executive shadowing.
- Attend industry conferences, webinars, and workshops to stay ahead of FinTech trends.
- Earn certifications in accounting, finance, or SaaS customer success.
Work Environment & Culture
Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:
- Flexible working hours that respect your personal commitments.
- Weekly virtual coffee chats and monthly all‑hands meetings.
- Access to a digital wellness program, including meditation and fitness apps.
- Annual virtual retreats that bring the team together for learning and fun.
- A culture that celebrates wins, learns from failures, and encourages continuous improvement.
Compensation & Benefits
We offer a competitive salary range of EUR 48,000 – 65,000 per year, commensurate with experience and performance. In addition to base pay, you’ll receive:
- Performance‑based bonuses tied to customer success metrics.
- Generous paid time off (PTO) and public holidays.
- Health and wellness stipend for gym memberships or home office upgrades.
- Professional development budget for courses, certifications, and conferences.
- Flexible benefits package, including health insurance and retirement contributions.
- Equity options as part of our long‑term incentive program.
How to Apply
Ready to make a tangible impact on the FinTech landscape? Submit your application through our career portal. We’re excited to learn how your expertise in financial processes, customer success, and SaaS can help brighthush continue to empower businesses worldwide.