Senior Customer Success Manager – Full Lifecycle Account Management, AI‑Powered Expansion & Strategic Growth Partner for B2B FinTech at brighthush

About brighthush

brighthush is a trailblazing fintech that is redefining B2B payments through an AI‑first vision. We empower businesses to streamline their financial workflows, reduce friction, and unlock new revenue streams—all while keeping the human touch at the core of our service. As a rapidly scaling company, we blend cutting‑edge automation with human‑centric support to deliver a seamless billing and collections experience that drives growth for our clients.

Our culture is built on curiosity, ownership, and relentless improvement. We are a small, high‑velocity team that thrives on experimentation, data‑driven decision making, and a shared commitment to creating exponential value for our customers. If you are passionate about leveraging technology to solve complex business problems and want to be part of a company that is shaping the next wave of fintech innovation, brighthush is the place for you.

Role Overview

As a Senior Customer Success Manager at brighthush, you will own the entire customer journey from the moment a deal closes to the point of expansion and renewal. This is not a traditional post‑sale role; it is a commercial partnership that blends strategic account management, data‑driven insights, and AI‑powered automation. You will be the primary advocate for our clients, ensuring they achieve maximum value from our platform while simultaneously driving revenue growth for brighthush.

In this role, you will:

• Lead structured onboarding projects that translate complex implementation requirements into actionable milestones.
• Build and nurture an expansion pipeline using AI‑generated signals to identify upsell and cross‑sell opportunities.
• Monitor customer health with real‑time dashboards and proactive alerts, mitigating churn risk before it materializes.
• Conduct executive‑level business reviews that showcase performance, ROI, and strategic next steps.
• Translate customer feedback into product enhancements, working closely with Engineering, Product, and Marketing.
• Design scalable playbooks, templates, and workflows that can be replicated across the organization.
• Collaborate across Sales, Compliance, Partnerships, and Product to ensure a unified customer experience.

Key Responsibilities

Full Lifecycle Ownership

From handoff to expansion, you will be the single point of contact for all customer interactions. Your focus will be on delivering measurable outcomes—adoption, satisfaction, and revenue growth—rather than merely maintaining relationships.

AI‑Powered Onboarding

Transform onboarding into a data‑driven, project‑management exercise. Use AI tools to automate status tracking, milestone reminders, and resource allocation, ensuring every new client is set up for success within the agreed timeline.

Expansion Pipeline Management

Leverage AI‑generated signals to surface high‑potential growth opportunities. Build ROI analyses, create compelling business cases, and partner with Sales to close upsell and cross‑sell deals that align with customer goals.

Risk Mitigation & Health Monitoring

Implement AI‑assisted dashboards that provide real‑time visibility into customer health metrics. Set up automated alerts for early warning signs and develop remediation plans that keep churn at bay.

Executive Business Reviews

Prepare and lead quarterly business reviews with C‑suite stakeholders. Use data visualizations, benchmarks, and performance insights to demonstrate value and outline future adoption strategies.

Customer Advocacy & Feedback Loop

Act as the voice of the customer within brighthush. Synthesize usage patterns, pain points, and success stories into actionable insights for Product, Engineering, and Marketing teams.

Process & Playbook Development

Document best practices, create onboarding templates, and refine CS workflows to scale with the business. Ensure that every process is repeatable, measurable, and continuously improved.

Cross‑Functional Collaboration

Partner with Sales, Compliance, Partnerships, and Product to align on customer strategy, resolve issues, and drive joint initiatives that enhance the overall customer experience.

Essential Qualifications

• 3–5 years of experience in a customer‑facing role with commercial ownership (renewals, upsells, expansion, or account growth).
• Proven track record of owning outcomes—delivering measurable results rather than just managing relationships.
• Strong analytical mindset with the ability to translate data into clear, actionable narratives.
• Technical aptitude: comfortable configuring tools, building workflows, and adopting new systems independently.
• Excellent project management skills: ability to run onboarding as a structured implementation across multiple stakeholders.
• Proficiency in brighthush and data visualization tools.
• Background in accounting, finance, economics, or business administration—enabling confident conversations with business owners and finance teams.
• Startup mindset: thrive in ambiguity, contribute to building processes, and embrace rapid iteration.
• AI‑first mentality: demonstrated experience using AI tools to improve workflows and productivity.

Preferred Qualifications

• Experience with brighthush or similar CS and support tools.
• Background in B2B or B2B2C SaaS environments.
• Fintech or payments industry experience.
• Knowledge of AI strategy and implementation at a company‑wide level.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer success with business objectives.
• Data‑Driven Decision Making – Comfortable working with metrics, dashboards, and predictive analytics.
• Communication & Storytelling – Articulate complex insights to both technical and non‑technical audiences.
• Relationship Building – Build trust‑based partnerships that endure through challenges.
• Problem Solving – Identify root causes, propose solutions, and implement fixes quickly.
• Collaboration – Work seamlessly with Sales, Product, Engineering, and Marketing.
• Adaptability – Thrive in a fast‑moving, ambiguous environment.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You will:

• Lead high‑impact projects that shape the future of our platform.
• Gain exposure to cross‑functional leadership teams and influence product strategy.
• Participate in continuous learning programs, including AI workshops, industry conferences, and leadership training.
• Advance into senior CSM, Account Executive, or Product Management roles based on performance and interest.

Work Environment & Culture

Our culture is defined by:

• Proactivity – We anticipate needs and act before problems arise.
• Transparency – Clear communication and honest feedback are the norm.
• Accountability – Outcomes matter more than activity; we hold ourselves and each other to high standards.
• Collaboration – We celebrate wins together and solve challenges as a unified team.
• Innovation – AI is not a buzzword; it is embedded in our daily operations and decision making.
• Growth Mindset – Continuous improvement, learning, and experimentation are encouraged.

Compensation & Benefits

While specific figures are tailored to experience and role, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CSM roles.
• Performance‑based bonuses tied to customer health, expansion, and revenue targets.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Flexible work arrangements, including remote work and flexible hours.
• Generous paid time off and a supportive culture that values work‑life balance.
• Professional development budget and access to industry events.
• Team‑building retreats, hackathons, and regular social gatherings.

How to Apply

If you are ready to own the customer lifecycle, drive revenue growth, and shape the future of fintech with AI, we want to hear from you. Submit your resume and a brief cover letter outlining why you are the ideal fit for brighthush’s Senior Customer Success Manager role.

Join us at brighthush and help transform the way businesses manage payments—one customer at a time.