Senior Customer Success Manager – U.S. Client Onboarding & Product Demo Lead – Accelerate Growth, Delight Clients, and Drive Digital Transformation at brighthush

About brighthush

brighthush is more than a fintech startup; it is a movement that is reshaping how small and medium‑size businesses manage their finances. By marrying cloud‑native accounting, real‑time bookkeeping, and powerful financial analytics, we give entrepreneurs the clarity they need to focus on growth, not paperwork. Trusted by thousands of U.S. companies—from bootstrapped founders to established enterprises—our platform is the backbone of financial decision‑making across North America.

Our mission is simple: simplify complex financial workflows so that every business can thrive. To achieve this, we invest heavily in a culture of collaboration, continuous learning, and relentless innovation. If you thrive in a fast‑paced, client‑centric environment and want to make a tangible impact on real businesses, brighthush is the place for you.

Why This Role Matters

As the Senior Customer Success Manager for U.S. Client Onboarding & Product Demo, you will be the bridge between our technology and the people who use it. Your expertise will shape the first impression, the ongoing experience, and the long‑term success of our clients. Every demo you deliver, every onboarding session you lead, and every insight you share will directly influence customer satisfaction, retention, and revenue growth.

Key Responsibilities

Live Product Demonstrations

• Engage & Educate: Deliver interactive, data‑rich demos that highlight the full capabilities of the brighthush platform, tailored to each client’s unique needs.
• Storytelling: Translate complex financial concepts into clear, actionable narratives that resonate with executives, CFOs, and finance teams.
• Demo Optimization: Continuously refine demo scripts and visual aids based on feedback and performance metrics.

Onboarding & Implementation

• End‑to‑End Guidance: Lead new customers through every step—from initial setup and data migration to full adoption—ensuring quick wins and measurable value.
• Success Playbooks: Develop and refine onboarding playbooks that standardize best practices and reduce time‑to‑value.
• Process Automation: Identify opportunities to automate repetitive onboarding tasks, freeing up time for high‑impact activities.

Relationship Management

• Trusted Advisor: Build deep, strategic relationships with key stakeholders, becoming the go‑to resource for all things brighthush.
• Advocacy: Champion client needs internally, ensuring their voice shapes product development and service enhancements.
• Client Health Monitoring: Track engagement metrics, usage patterns, and satisfaction scores to proactively address potential churn.

Cross‑Functional Coordination

• Internal Liaison: Act as the conduit between clients and Sales, Product, Engineering, and Support teams, facilitating rapid issue resolution and feature adoption.
• Feedback Loop: Capture, analyze, and communicate client insights to inform the product roadmap and service improvements.
• Project Collaboration: Partner with Marketing on case studies, webinars, and thought‑leadership content that showcases client success.

Customer Support & Issue Resolution

• Multi‑Channel Support: Respond to inquiries via email, chat, and phone, diagnosing problems and delivering timely, effective solutions.
• Root Cause Analysis: Work with engineering to identify systemic issues and implement long‑term fixes.
• Knowledge Base Enhancement: Contribute to the creation and maintenance of a comprehensive, searchable knowledge base.

Retention & Upsell Opportunities

• Growth Mindset: Identify and pursue upsell or cross‑sell opportunities that align with client goals and enhance their financial outcomes.
• Revenue Impact: Contribute directly to expansion revenue and NPS improvement.
• Account Expansion Planning: Develop tailored expansion plans that align with each client’s strategic objectives.

Reporting & Documentation

• Data‑Driven Insights: Prepare regular status reports, usage analytics, and executive summaries for internal stakeholders and clients.
• Process Documentation: Maintain clear, up‑to‑date documentation of onboarding procedures, support workflows, and best practices.
• Metrics Dashboard: Build and maintain dashboards that track key performance indicators such as churn, NPS, and adoption rates.

Process Optimization

• Continuous Improvement: Analyze onboarding and support metrics to identify bottlenecks and implement process enhancements that boost efficiency and satisfaction.
• Lean Methodologies: Apply lean and agile principles to streamline workflows and reduce waste.

Compliance & Data Security

• Best Practices: Ensure all client interactions adhere to industry standards for data privacy, security, and regulatory compliance.
• Audit Readiness: Prepare documentation and evidence for internal and external audits.

Essential Qualifications

• 3+ years of proven experience in Customer Success, Client Services, or Account Management, ideally within SaaS or fintech environments.
• Exceptional verbal and written communication skills in English, with the ability to simplify complex concepts.
• Strong presentation and demo‑handling skills; comfortable leading live product demos over video calls.
• Demonstrated ability to manage multiple client accounts simultaneously while maintaining high service quality.
• Availability to work during U.S. business hours (Eastern, Central, Mountain, Pacific) to align with client schedules.
• High emotional intelligence, patience, and a genuine passion for helping clients succeed.
• Self‑motivated, proactive, and able to work independently in a fast‑moving, remote‑first environment.
• Basic understanding of accounting or bookkeeping processes is highly desirable.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce, HubSpot, or Gainsight.
• Background in the accounting/bookkeeping industry, with knowledge of common pain points and workflows.
• Experience in a product‑led growth or SaaS company, contributing to customer‑centric metrics like NPS, churn, and expansion revenue.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) to create insightful dashboards for clients.
• Fluency in additional languages (Spanish, French, etc.) is a plus for serving a diverse U.S. client base.

Skills & Competencies

• Customer‑First Mindset: Always prioritize the client’s needs and advocate for them internally.
• Analytical Thinking: Ability to interpret usage data, identify trends, and recommend actionable insights.
• Problem‑Solving: Quickly diagnose issues and devise creative solutions that satisfy both the client and the business.
• Project Management: Manage timelines, deliverables, and stakeholder expectations with precision.
• Collaboration: Work effectively with cross‑functional teams, fostering a culture of shared ownership.
• Adaptability: Thrive in a dynamic environment where priorities can shift rapidly.
• Tech Savviness: Comfortable navigating SaaS platforms, CRM tools, and basic data visualization software.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Senior Customer Success Manager, you will have the chance to:

• Progress to a Customer Success Leadership role, overseeing a team of success managers and shaping the overall customer experience strategy.
• Participate in cross‑departmental projects that influence product development, marketing, and sales initiatives.
• Attend industry conferences, webinars, and workshops to stay ahead of fintech trends and best practices.
• Earn certifications in Customer Success Management (CSM), Salesforce, or related fields through our learning budget.
• Receive mentorship from senior leaders who have built successful customer success programs in high‑growth tech companies.
• Lead initiatives that directly impact the company’s growth trajectory and client satisfaction metrics.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Key aspects of our workplace include:

• Remote‑First Flexibility: Work from anywhere in the U.S. with a fully supported home‑office setup.
• Inclusive Community: A diverse team that values different perspectives and encourages open dialogue.
• Agile Processes: We use agile methodologies to iterate quickly and respond to customer feedback.
• Well‑Being Focus: Access to mental health resources, wellness stipends, and regular virtual team‑building events.
• Innovation Labs: Opportunities to experiment with new tools, features, and customer engagement strategies.
• Recognition & Rewards: Regular recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance (fully or partially covered).
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Flexible work hours and remote‑work stipend.
• Employee stock options or equity participation.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Annual company retreats and team‑offsite events.

How to Apply

If you’re a proactive, client‑centric professional who thrives on building lasting relationships and driving customer success, we want to hear from you. At brighthush, you’ll have the platform, the people, and the purpose to make a real difference in the lives of businesses across the United States.

Ready to elevate your career and help our clients achieve financial clarity? Apply now and become a key player in our mission to transform the way businesses manage their finances.