Senior Customer Success Manager – Global Payments & Emerging Markets – Remote – Strategic Leader Driving Customer Advocacy, Growth, and Innovation at brighthush

About brighthush

brighthush is redefining the way people and businesses move money across borders. As a fintech pioneer, we blend cutting‑edge technology, data‑driven insights, and a deep understanding of local financial ecosystems to create a platform that is fast, secure, and transparent. Our mission is simple yet ambitious: financial freedom for everyone, everywhere. Whether you’re a small‑to‑medium enterprise in Nairobi, a freelancer in Manila, or a multinational corporation in São Paulo, brighthush gives you the tools to send, receive, and manage money with confidence.

At brighthush, we’re not just building a payments solution – we’re building an ecosystem that supports entrepreneurs, SMEs, and everyday consumers. Our team is passionate, data‑centric, and relentlessly focused on delivering the best possible experience for our users. If you thrive in a fast‑paced, mission‑driven environment and want to make a tangible impact on global financial inclusion, brighthush is the place for you.

Why Join brighthush?

• Impactful Work – Every interaction you manage directly influences the financial well‑being of millions of users.
• Remote‑First Culture – Work from anywhere while staying connected to a vibrant, collaborative team.
• Growth Opportunities – Rapid career progression, mentorship, and access to industry‑leading training.
• Competitive Compensation – Market‑aligned salary, equity, and comprehensive benefits.
• Inclusive Environment – A culture that celebrates diversity, encourages open dialogue, and values every voice.
• Innovation Hub – Be part of a company that is constantly experimenting with new technologies, from AI‑powered fraud detection to blockchain‑based settlement.
• Global Impact – Your work will help millions of people in emerging markets gain access to reliable financial services.

Key Responsibilities

1. Team Leadership & Management

• Lead, mentor, and inspire a high‑performing Customer Success team that delivers world‑class service across multiple time zones.
• Design and maintain dynamic work schedules to optimize staffing, response times, and service levels.
• Ensure team members have the tools, training, and resources they need to succeed, including CRM, knowledge bases, and communication platforms.
• Oversee the onboarding, continuous training, and professional development of new Customer Support Specialists.
• Implement coaching programs, performance improvement plans (PIPs), and career path discussions to elevate team capabilities.
• Champion a culture of psychological safety where team members feel empowered to share ideas, raise concerns, and experiment.

2. Customer Support & Escalations

• Actively monitor support tickets, live chats, and phone calls to ensure timely, accurate resolution.
• Take ownership of complex or sensitive escalations, collaborating with cross‑functional teams to deliver swift, satisfactory outcomes.
• Maintain a high first‑contact resolution rate while ensuring customer satisfaction remains above 90%.
• Document and share best practices for handling recurring issues, reducing future escalations.
• Leverage analytics to identify patterns in support requests and proactively address systemic pain points.

3. Customer Advocacy & Success

• Track customer health scores, usage metrics, and renewal indicators to proactively identify at‑risk accounts.
• Translate customer feedback into actionable insights for Product, Engineering, and Compliance teams.
• Educate customers on new features, regulatory updates, and best practices through webinars, newsletters, and in‑app guides.
• Champion customer success stories internally, highlighting success metrics and ROI to senior leadership.
• Develop and deliver quarterly business reviews (QBRs) that showcase value delivered and outline future roadmap.

4. Operational & Financial Performance

• Drive the team to meet and exceed key success metrics such as First Response Time (FRT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and churn reduction.
• Leverage automation tools (e.g., chatbots, ticket routing) to improve efficiency and consistency.
• Track and report on team KPIs, providing actionable insights to optimize performance.
• Contribute to forecasting, budgeting, and strategic planning for the regional success portfolio.
• Collaborate with Finance to develop cost‑effective strategies that balance service quality with profitability.

5. Collaboration & Advocacy

• Partner with Compliance, Product, and Engineering to resolve customer concerns and shape product roadmap.
• Advocate for customers internally by sharing feedback with Marketing, Product, and Engineering to enhance the user experience.
• Participate in cross‑functional initiatives such as beta testing, feature launches, and customer journey mapping.
• Represent the voice of the customer in executive meetings and strategy sessions.
• Build strong relationships with key stakeholders across the organization to ensure alignment on customer priorities.

Essential Qualifications

• Bachelor’s degree in Business, Finance, or a related field (MBA preferred).
• 5+ years of experience in customer success, support, or account management within fintech or SaaS.
• Proven track record of leading and scaling high‑performing teams.
• Strong analytical mindset with the ability to interpret data and drive decisions.
• Excellent communication skills in English (additional languages are a plus).
• Experience with CRM systems (e.g., Salesforce, HubSpot, Zendesk) and customer success platforms.
• Deep understanding of cross‑border payments, regulatory compliance, and emerging market dynamics.
• Demonstrated ability to manage multiple priorities in a fast‑moving, ambiguous environment.

Preferred Qualifications

• Experience in a remote‑first organization with distributed teams.
• Knowledge of data privacy regulations (GDPR, CCPA, etc.).
• Background in product management or user experience design.
• Fluency in Spanish, French, or Mandarin.
• Prior experience in a startup or high‑growth fintech environment.
• Certifications in Customer Success (CSM, CSPO) or related fields.

Core Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain top talent.
• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving – Strong analytical and troubleshooting skills to resolve complex issues.
• Strategic Thinking – Ability to align customer success initiatives with business goals.
• Collaboration – Comfortable working cross‑functionally with Product, Engineering, Compliance, and Marketing.
• Data‑Driven Decision Making – Proficiency in interpreting metrics and translating them into action.
• Adaptability – Thrive in a fast‑changing, ambiguous environment.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Project Management – Ability to manage multiple initiatives simultaneously and deliver results on time.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to Director of Customer Success, overseeing multiple regions and shaping global strategy.
• Lead cross‑functional initiatives that shape product strategy and market expansion.
• Participate in leadership development programs, mentorship, and industry conferences.
• Access a curated learning library covering fintech trends, leadership, and technical skills.
• Contribute to internal knowledge bases and share best practices across the organization.
• Take ownership of high‑impact projects that directly influence the company’s growth trajectory.

Work Environment & Company Culture

brighthush embraces a remote‑first culture that values flexibility, autonomy, and collaboration. Our team members enjoy:

• Unlimited vacation and flexible working hours to support work‑life balance.
• Regular virtual team building events, hackathons, and wellness programs.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Commitment to diversity, equity, and inclusion, with initiatives that foster belonging.
• Access to cutting‑edge tools and technologies that empower you to do your best work.
• Monthly “Innovation Fridays” where teams pitch new ideas and prototypes.
• Peer‑to‑peer learning circles that focus on emerging fintech topics.

Compensation & Benefits

While specific figures vary by experience and location, we offer a competitive package that includes:

• Base salary aligned with market standards for senior customer success roles.
• Performance‑based bonuses tied to team and individual metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Professional development stipend and conference reimbursement.
• Wellness benefits such as gym memberships, mental health support, and wellness stipends.
• Technology stipend for home office setup.
• Annual company retreat to celebrate milestones and foster team cohesion.

How to Apply

If you’re ready to lead a passionate team, champion customer success, and help shape the future of cross‑border payments, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Senior Customer Success Manager role.

Join us in making financial freedom a reality for millions worldwide. Apply today and become a pivotal part of brighthush’s mission to transform global payments.