Senior Customer Success Manager – U.S. Client Onboarding & Product Demo Specialist at brighthush

About brighthush

brighthush is a trailblazing fintech company that empowers small and medium‑size businesses with cloud‑based accounting, bookkeeping, and financial analytics solutions. With a mission to simplify complex financial workflows, we help our clients focus on growth while we take care of the numbers. Our platform is trusted by thousands of U.S. businesses, from startups to established enterprises, and we’re expanding rapidly across North America.

At brighthush, we believe that exceptional customer experience is the cornerstone of sustainable success. That’s why we invest heavily in a culture of collaboration, continuous learning, and 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.

Key Responsibilities

As a Senior Customer Success Manager, you will be the primary point of contact for our U.S. clients, ensuring they receive a seamless onboarding experience, ongoing support, and continuous value from our platform. Your day‑to‑day activities will include:

• Live Product Demonstrations: Conduct engaging, interactive demos that showcase the full capabilities of brighthush’s platform to prospective and existing clients.
• Onboarding & Implementation: Guide new customers through the entire onboarding journey—from initial setup to full adoption—ensuring they achieve quick wins.
• Relationship Management: Build and nurture long‑term relationships with key stakeholders, acting as their trusted advisor and advocate.
• Cross‑Functional Coordination: Serve as the liaison between clients and internal teams such as Sales, Product, Engineering, and Support to resolve issues and deliver enhancements.
• Customer Support & Issue Resolution: Respond to client inquiries via email, chat, or phone, diagnosing problems and providing timely, effective solutions.
• Feedback Loop & Continuous Improvement: Collect, analyze, and report customer feedback to product and engineering teams, driving product roadmap decisions.
• Retention & Upsell Opportunities: Identify opportunities for upselling or cross‑selling additional features or services that align with client goals.
• Reporting & Documentation: Prepare regular status reports, usage analytics, and executive summaries for internal stakeholders and clients.
• Process Optimization: Continuously refine onboarding and support processes to increase efficiency and customer satisfaction.
• Compliance & Data Security: Ensure all client interactions adhere to industry best practices for data privacy and security.

Essential Qualifications

To excel in this role, you should bring the following:

• Proven experience (3+ years) in Customer Success, Client Services, or Account Management, preferably within SaaS or fintech environments.
• Exceptional verbal and written communication skills in English, with the ability to articulate complex concepts in a clear, concise manner.
• 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.
• Comfortable working 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

These additional credentials will set you apart:

• 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, where you’ve contributed 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

Success at brighthush requires a blend of technical, interpersonal, and strategic skills:

• 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’re committed to your professional development. As a Senior Customer Success Manager, you’ll 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.

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.

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.

Join Our Team

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.