Senior Customer Success Manager – Home Improvement & Retail Financing – Drive Growth, Retention, and Strategic Partnerships for a Leading Embedded Lending Platform

About brighthush

brighthush is redefining the way merchants and consumers connect through embedded finance. By seamlessly integrating point‑of‑sale (POS) lending into online, in‑store, and omnichannel experiences, we empower retailers to offer personalized financing options that boost conversion, increase average order value, and deepen customer loyalty. Our data‑driven matching engine partners with a network of lenders to deliver real‑time credit decisions, while our secure, scalable platform ensures compliance and reliability across every transaction.

As we scale toward becoming the next unicorn in fintech, we’re looking for a seasoned Customer Success Manager who can translate our technology into tangible business outcomes for our most strategic Home Improvement and Retail clients. If you thrive on building executive‑level relationships, driving adoption, and turning data into actionable insights, brighthush offers you a platform to shape the future of embedded finance.

Why Join brighthush?

• Impact at Scale – Your work will directly influence the growth trajectory of high‑profile merchants, from big‑box hardware chains to specialty contractors.
• Innovative Culture – We champion a collaborative, data‑driven mindset where ideas are tested, iterated, and implemented quickly.
• Career Growth – As a key member of our Customer Success team, you’ll have clear pathways to senior leadership roles, including Director of Customer Success or VP of Client Experience.
• Learning & Development – Access to industry conferences, internal knowledge hubs, and mentorship from senior executives.
• Remote Flexibility – Fully remote role with a focus on outcomes rather than hours, while staying connected to a vibrant Atlanta‑based community.

Key Responsibilities

As the primary advocate for our enterprise Home Improvement merchants, you will own the entire post‑sales journey, ensuring that each client realizes maximum value from the brighthush platform.

• Executive Relationship Management – Build and nurture C‑suite relationships with merchants, positioning yourself as a trusted advisor who understands their business goals.
• Retention & Growth Ownership – Track and drive Net Revenue Retention (NRR), Gross Retention, and account health metrics. Identify upsell and cross‑sell opportunities that increase transaction volume and revenue.
• Strategic Advisory – Guide merchants on integrating POS financing into their omnichannel workflows—whether online, in‑app, via tablet, or at the pro‑desk—ensuring seamless customer experiences.
• Cross‑Functional Coordination – Act as the central point of contact for Product, Engineering, Delivery, and Support teams. Proactively remove blockers and ensure timely delivery of enhancements.
• Escalation Management – Serve as the escalation point for complex account issues, collaborating with Tier‑2 Support to resolve problems swiftly and maintain trust.
• Voice of the Customer – Capture and communicate customer insights internally, influencing product roadmap and service improvements.
• Quarterly Business Reviews (QBRs) – Prepare and lead QBRs, delivering data‑rich presentations that highlight performance, insights, and strategic recommendations.
• Process & Playbook Development – Contribute to building repeatable B2B SaaS customer success processes, health‑scoring systems, and engagement models that support rapid scaling.
• Customer‑First Mindset – Balance business objectives with operational realities, always prioritizing the client’s success.

Essential Qualifications

• 5+ years of enterprise or strategic account management in a fast‑paced B2B SaaS environment. Proven track record of driving software adoption, product utilization, and high retention rates.
• 2–3 years of deep experience in Home Improvement Financing or POS Consumer Lending. Familiarity with financing dynamics at the retail level—big‑box hardware, furniture, appliance retailers, or specialized home services (HVAC, roofing, windows).
• Expertise in consumer lending concepts. Understanding of promotional credit terms, multi‑lender waterfall structures, credit application flows, approval rates, and funded volume.
• Strong executive‑level relationship building skills, with a history of influencing senior stakeholders.
• Ownership mindset—able to drive outcomes, navigate ambiguity, and take decisive action.
• Cross‑functional collaboration experience, aligning Product, Engineering, and Operations to meet client goals.
• Data‑driven mindset. Experience tracking classic B2B SaaS KPIs (churn, usage, NRR) alongside merchant lending performance.
• Excellent communication and storytelling abilities—translate data into actionable insights.
• Experience managing escalations and complex customer issues.
• Comfortable working with integrations, APIs, or technical platforms (deep technical expertise not required).
• Proactive, solutions‑oriented team player.

Preferred Qualifications

• Background in fintech product management or operations.
• Experience with SaaS customer success frameworks such as CSAT, NPS, and health scoring.
• Knowledge of regulatory compliance in consumer lending (e.g., Truth in Lending Act, Fair Credit Reporting Act).
• Previous experience in a high‑growth startup environment.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Analytical Acumen – Proficiency in Excel, SQL, or BI tools to analyze customer data and derive insights.
• Communication Excellence – Clear, concise, and persuasive communication across all levels.
• Project Management – Skilled at juggling multiple priorities, setting timelines, and ensuring deliverables.
• Customer‑Centricity – Deep empathy for client challenges and a passion for delivering exceptional service.
• Adaptability – Thrive in a fast‑moving, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed around impact and learning. As you master the customer success function, you’ll be positioned for roles such as Director of Customer Success, VP of Client Experience, or even Chief Customer Officer. We invest in continuous learning through:

• Monthly knowledge‑sharing sessions with product, engineering, and finance teams.
• Annual attendance at industry conferences (e.g., FinTech Connect, SaaStr Annual).
• Mentorship from senior leaders who have built successful customer success organizations.
• Access to a curated library of courses on customer success, data analytics, and leadership.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote-first model means you’ll work with a distributed team that values results over hours. We celebrate wins, encourage experimentation, and maintain an open‑door policy where every voice is heard. Our core values—Customer Obsession, Data‑Driven Decision Making, Continuous Improvement, and Team Empowerment—guide everything we do.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonus tied to NRR, upsell, and customer satisfaction metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Remote work stipend and access to a virtual coworking platform.
• Professional development budget and conference travel support.

Ready to Make an Impact?

If you’re a strategic, data‑savvy leader who loves turning complex challenges into growth opportunities, brighthush invites you to join our mission to democratize embedded finance for the Home Improvement and Retail sectors. Bring your expertise, your passion for customer success, and your drive to shape the future of fintech.

Apply today and help us build the next generation of seamless, customer‑centric financing solutions.