Senior Customer Success Team Lead – Implementation & Customer Engagement Excellence
About brighthush and the Future of Finance
At brighthush, we’re redefining the way finance teams work by blending cutting‑edge AI, intelligent automation, and seamless integrations with the tools they already trust. Our global FinanceOS platform empowers organizations to make faster, smarter decisions with confidence, unlocking new levels of efficiency and insight across the enterprise. With a vibrant community of over 350 innovators worldwide, brighthush is on a mission to build the next generation of finance technology—where innovation, collaboration, and customer success are inseparable.
Why Join brighthush?
As a rapidly growing startup, brighthush offers you the chance to shape the future of finance while having a tangible impact on our customers’ success. You’ll work in a 100% remote environment, collaborating with talented peers across the globe, and you’ll be empowered to own your schedule and drive your own career trajectory. Our culture is built on transparency, continuous learning, and a shared commitment to delivering exceptional value to our clients.
Role Overview
The Senior Customer Success Team Lead – Implementation will be the linchpin that ensures every brighthush customer receives a flawless, high‑quality implementation experience. You will lead a team of Implementation Customer Success Managers (CSMs), orchestrate end‑to‑end project delivery, and serve as the primary escalation point for both customers and your team. Your leadership will directly influence customer satisfaction, adoption rates, and long‑term retention.
Key Responsibilities
- Team Leadership & Development
- Recruit, hire, and onboard top‑tier Implementation CSMs.
- Design and deliver comprehensive training programs that elevate technical knowledge and soft‑skill proficiency.
- Conduct regular one‑on‑one coaching sessions, performance reviews, and career‑path discussions.
- Foster a collaborative, high‑performance culture that encourages knowledge sharing and peer mentorship.
- Project Management & Execution
- Simultaneously manage multiple implementation projects, ensuring alignment with sales‑scoped hours and timelines.
- Develop detailed project plans, resource allocations, and risk mitigation strategies.
- Review and approve final hand‑off to live, guaranteeing that all deliverables meet or exceed customer expectations.
- Escalate project risks, blockers, and dependencies to senior CS leadership and cross‑functional stakeholders.
- Customer Engagement & Escalation Management
- Act as the primary escalation point for complex customer issues, providing timely guidance and resolution.
- Lead status meetings, deliver detailed project updates, and capture actionable feedback.
- Maintain a small portfolio of high‑value customers (2–4) to stay abreast of product updates and customer needs.
- Cross‑Functional Collaboration & Process Improvement
- Partner with Sales, Live, and Product teams to refine the customer journey and identify improvement opportunities.
- Contribute to the Product Expert Group, providing insights on customer pain points and feature requests.
- Enhance the Implementation Playbook and subprocesses, driving continuous improvement and operational excellence.
- Collaborate with Pre‑Sales to refine scoping documents and ensure realistic implementation timelines.
Essential Qualifications
- Minimum 5 years of experience in customer‑facing roles within the fintech or SaaS industry.
- Proven track record of leading high‑performing teams and delivering complex implementation projects on time and within budget.
- Deep understanding of brighthush’s product suite, sales processes, and customer lifecycle.
- Exceptional communication skills—able to navigate difficult conversations, raise red flags, and provide constructive feedback.
- Strong analytical mindset with the ability to identify risks, propose solutions, and drive data‑driven decisions.
- Experience in coaching or mentoring new hires, fostering a culture of continuous learning.
Preferred Qualifications
- Experience in a startup environment with rapid scaling and evolving processes.
- Background in finance operations or accounting, providing context for customer use cases.
- Knowledge of AI and automation technologies as they apply to finance workflows.
- Prior involvement in product feedback loops or beta program management.
- Demonstrated ability to build and maintain strong relationships with cross‑functional stakeholders.
Skills & Competencies
- Leadership & Team Building
- Project Management (Agile/Scrum familiarity preferred)
- Customer Success & Relationship Management
- Strategic Thinking & Problem Solving
- Data Analysis & KPI Tracking
- Process Design & Continuous Improvement
- Excellent Written & Verbal Communication
- Adaptability & Resilience in a fast‑paced environment
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. As a Senior Customer Success Team Lead, you’ll have the chance to:
- Progress into Director or VP roles within Customer Success or Product.
- Lead cross‑functional initiatives that shape the overall customer experience.
- Participate in executive‑level strategy sessions and product road‑mapping.
- Access to ongoing learning resources, including industry conferences, certifications, and internal knowledge hubs.
- Mentor the next generation of leaders, leaving a lasting legacy within the organization.
Work Environment & Culture at brighthush
Our culture is defined by:
- Transparency – Open communication channels and shared decision‑making.
- Collaboration – Cross‑team initiatives and knowledge sharing.
- Innovation – Encouraging experimentation and rapid iteration.
- Inclusivity – A diverse workforce that values every perspective.
- Remote‑first mindset with flexible working hours aligned to your local time zone.
Compensation & Benefits
While the exact package will be tailored to your experience and location, you can expect:
- Competitive base salary range: $120k – $150k USD per year.
- Meaningful equity stake in a high‑growth company.
- 401(k) plan with up to 4% match.
- Health, dental, and vision coverage for employees (100% paid) and dependents (80% covered).
- Annual stipend for vision care ($540/year).
- Unlimited paid sick leave and flexible PTO (recommended 18–25 vacation days).
- 12 paid company holidays.
- Life insurance and CPA/CFA license renewal reimbursement.
- Access to wellness apps and mental health resources.
- Generous parental leave policies.
Equal Opportunity & Diversity Commitment
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants, regardless of race, color, religion, national origin, gender, age, sexual orientation, disability, or any other protected characteristic.
Ready to Shape the Future of Finance?
If you’re a visionary leader with a passion for customer success, a knack for driving high‑impact projects, and a desire to grow within a dynamic, AI‑driven fintech, we want to hear from you. Join brighthush and help us deliver transformative solutions that empower finance teams worldwide.