Senior Customer Success Manager – Web3 & FinTech Solutions – Drive Client Growth, Retention, and Innovation at brighthush

About brighthush

brighthush is at the forefront of the Web3 revolution, blending cutting‑edge blockchain technology with intuitive, customer‑centric solutions that empower businesses to thrive in the digital economy. With a founding team that has spent two decades building and scaling high‑growth commercial ventures, brighthush is backed by leading investors in fintech, crypto, and Web3. Our mission is simple yet ambitious: to give every enterprise the tools it needs to unlock the full potential of decentralized ecosystems while delivering measurable value to their customers.

As the first dedicated Customer Success Manager, you will play a pivotal role in shaping the customer experience from day one. You will work closely with our CEO and founder, leveraging their deep industry expertise, and collaborate with cross‑functional teams to create a scalable success framework that drives adoption, reduces churn, and fuels revenue growth.

Key Responsibilities

• Client Relationship Builder: Cultivate trust‑based partnerships with our most strategic accounts, ensuring they achieve their desired outcomes and become advocates for brighthush.
• Data‑Driven Success Strategist: Analyze account health metrics, usage patterns, and performance KPIs to uncover opportunities for upsell, cross‑sell, and process improvement.
• Onboarding & Enablement Lead: Design and continuously refine onboarding workflows, knowledge bases, and tutorial content to accelerate time‑to‑value for new customers.
• Customer Advocacy & Feedback Loop: Serve as the voice of the customer within brighthush, translating insights into product enhancements and service refinements.
• Churn Prevention Champion: Proactively identify at‑risk accounts, develop retention plans, and execute win‑back strategies to keep churn rates near zero.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on customer journeys, feature roadmaps, and go‑to‑market initiatives.
• Strategic Account Management: Own a portfolio of high‑value clients, managing multiple concurrent relationships while delivering personalized, high‑impact support.
• Continuous Improvement Advocate: Evaluate and iterate on internal processes, communication channels, and support tools to enhance overall customer experience.
• Thoughtful Problem Solver: Navigate complex, multi‑stakeholder scenarios with empathy, creativity, and a solutions‑oriented mindset.
• Remote & Global Presence: Operate effectively in a fully remote environment, traveling as needed to meet key clients and attend industry events.

Essential Qualifications

• 3–5 years of proven experience in B2B Customer Success, Account Management, or Client Relations roles.
• Demonstrated ability to build and maintain strong, trust‑based relationships with C‑level executives and technical stakeholders.
• Strong analytical mindset with experience interpreting usage data, churn metrics, and customer health scores.
• Excellent written and verbal communication skills, capable of crafting clear, concise, and persuasive content for both internal and external audiences.
• Highly organized, self‑motivated, and capable of juggling multiple projects and priorities in a fast‑paced environment.
• Leadership qualities: ability to influence cross‑functional teams, mentor junior staff, and drive initiatives to completion.
• Experience working in or with the fintech, crypto, or Web3 space is a plus, but not required.

Preferred Qualifications

• Background in blockchain technology, decentralized finance (DeFi), or related Web3 domains.
• Experience with SaaS or subscription‑based business models, including renewal and upsell processes.
• Proficiency with CRM and customer success platforms (e.g., HubSpot, Gainsight, Intercom).
• Knowledge of data privacy regulations (GDPR, CCPA) and best practices for secure customer data handling.
• Previous remote work experience in a global, distributed team.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional value and delight to every client.
• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and translate insights into actionable plans.
• Technical Savvy: Comfortable navigating complex technical ecosystems, troubleshooting issues, and translating technical details into business language.
• Negotiation & Presentation: Skilled at leading high‑stakes conversations, presenting data‑driven recommendations, and closing deals.
• Empathy & Emotional Intelligence: Strong listening skills, ability to understand client pain points, and respond with compassion and proactive solutions.
• Adaptability: Thrive in a dynamic, evolving environment, quickly learning new tools, processes, and market trends.
• Collaboration & Influence: Work seamlessly with cross‑functional teams, driving alignment and shared success.

Career Growth & Development

At brighthush, your professional journey is as dynamic as the industry we serve. As the inaugural Customer Success Manager, you will:

• Shape the very foundation of our customer success organization, setting standards and best practices that will be replicated across the company.
• Gain exposure to senior leadership, including direct interaction with our CEO and founder, providing a unique opportunity to influence company strategy.
• Lead cross‑departmental initiatives that span product, engineering, and marketing, expanding your skill set beyond traditional CS roles.
• Access a robust learning budget for certifications, conferences, and workshops in areas such as blockchain, data analytics, and leadership.
• Progress into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or even Chief Customer Officer, depending on your performance and aspirations.

Work Environment & Culture

brighthush champions a culture of innovation, transparency, and empowerment. Key cultural pillars include:

• Remote‑First Flexibility: Work from anywhere with a fully supported home office setup.
• Unlimited Vacation: Trust that you can balance work and life while meeting your commitments.
• Inclusive & Diverse Team: A global workforce that values diverse perspectives and fosters belonging.
• Continuous Feedback: Regular 1:1s, performance reviews, and peer feedback loops to support growth.
• Community & Fun: Company‑wide retreats, virtual game nights, and team events that strengthen bonds and celebrate achievements.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and reward exceptional performance:

• Base Salary: Market‑competitive, commensurate with experience.
• Equity & Options: Participation in a generous equity program that aligns your success with the company’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision insurance plans for you and your family.
• Financial Security: 401(k) matching and financial wellness resources.
• Professional Development: Annual budget for courses, certifications, and industry conferences.
• Home Office Stipend: Monthly allowance to set up or upgrade your remote workspace.
• Annual Company Break: One week of paid time off for a company‑wide winter/summer break.
• Team Events & Retreats: Company‑sponsored gatherings to build camaraderie and celebrate milestones.

How to Apply

If you are ready to lead the customer success journey for a trailblazing Web3 company, we want to hear from you. Submit your resume, a brief cover letter outlining why you’re the perfect fit for brighthush, and any relevant portfolio or case studies that showcase your impact.

Join brighthush and help shape the future of decentralized business solutions while building a rewarding career that grows with you.