Senior Customer Success Team Lead – Implementation & Onboarding Excellence – Remote (US)

About brighthush

At brighthush, we’re redefining the future of finance with a bold, AI‑driven FinanceOS platform that empowers finance teams to work smarter, faster, and more confidently. With a global footprint of over 350 passionate professionals, we blend intelligent automation, cutting‑edge AI, and seamless integrations with the tools finance teams already trust. Our mission is simple: help organizations unlock the full potential of their financial data, so they can make faster, smarter decisions with confidence.

As a rapidly growing startup, brighthush is a place where innovation, collaboration, and customer success are not just buzzwords—they’re the foundation of everything we do. We’re looking for a visionary leader who can drive the implementation of our platform, inspire a high‑performance team, and shape the customer journey from day one.

What You’ll Do

As the Customer Success Team Lead – Implementation, you will be the linchpin that ensures every new brighthush customer experiences a flawless, value‑driven onboarding journey. You’ll manage a dynamic team of Implementation Customer Success Managers (CSMs), coordinate cross‑functional resources, and oversee the entire implementation lifecycle—from initial planning to final go‑live. Your impact will be felt across the organization, from the sales pipeline to product development, as you champion a culture of continuous improvement and customer advocacy.

Key Responsibilities

• Team Leadership & Development
  • Recruit, onboard, and mentor a high‑performing team of Implementation CSMs.
  • Facilitate weekly 1:1s, performance reviews, and career development conversations.
  • Cultivate a collaborative, transparent environment that encourages knowledge sharing and peer coaching.
  • Champion a culture of accountability, continuous learning, and customer‑centric thinking.
• Project Management & Execution
  • Lead multiple implementation projects simultaneously, ensuring on‑time, on‑budget delivery.
  • Develop and maintain detailed project plans, timelines, and scoped hours.
  • Act as the technical focal point for implementation, resolving escalations and removing blockers.
  • Validate and approve the handoff to live, ensuring all deliverables meet or exceed customer expectations.
  • Identify, document, and mitigate risks, escalating issues to senior leadership and cross‑functional teams as needed.
• Customer Engagement & Advocacy
  • Serve as the primary escalation point for both customers and team members.
  • Conduct regular status meetings, providing transparent updates and gathering feedback.
  • Maintain a portfolio of 2–4 high‑profile customers, staying abreast of product updates and industry trends.
  • Translate customer insights into actionable recommendations for product and process enhancements.
• Cross‑Functional Collaboration & Process Improvement
  • Partner with Sales, Product, and R&D to refine the customer journey and implementation playbook.
  • Provide feedback to the pre‑sales team on scoping documents and implementation feasibility.
  • Lead continuous improvement initiatives, optimizing methodologies, tools, and documentation.
  • Represent the implementation perspective in product roadmap discussions and feature prioritization.

Essential Qualifications

• 5+ years of experience in customer success, implementation, or a related field, with a proven track record of leading high‑impact teams.
• Demonstrated ability to manage complex, multi‑phase projects and deliver results under tight deadlines.
• Exceptional communication skills—both written and verbal—across all stakeholder levels.
• Strong customer‑first mindset, with a history of turning challenging situations into positive outcomes.
• Deep understanding of finance technology, SaaS implementation, and the end‑to‑end customer lifecycle.
• Experience with AI‑powered platforms or data‑centric solutions is highly desirable.
• Proficiency in project management tools (e.g., Asana, Jira, Trello) and CRM systems (e.g., Salesforce).

Preferred Qualifications

• Prior experience in a fast‑growth startup environment, navigating ambiguity and driving rapid iteration.
• Background in finance or accounting, providing context for the challenges our customers face.
• Certified Project Management Professional (PMP) or similar credentials.
• Experience with data‑visualization tools (e.g., Tableau, Power BI) and spreadsheet automation.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Stakeholder Management
• Problem Solving & Decision Making
• Customer Advocacy & Empathy
• Process Design & Optimization
• Data‑Driven Decision Making
• Change Management

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Customer Success Team Lead, you will:

• Lead a cross‑functional team that directly influences product strategy and customer experience.
• Gain exposure to senior leadership and the strategic direction of the company.
• Take ownership of high‑visibility projects that shape the future of finance technology.
• Participate in mentorship programs, internal workshops, and industry conferences.
• Access a curated learning library, including courses on AI, finance, and leadership.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and a relentless focus on customer success. Our remote‑first culture means you can work from anywhere in the United States, while still enjoying:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels—Slack, Teams, and dedicated project boards.
• A culture that celebrates experimentation, learning from failure, and celebrating wins.
• Regular team‑building events, both virtual and in‑person, to foster camaraderie.
• A commitment to diversity, equity, and inclusion—every voice matters.

Compensation & Benefits

We offer a competitive, transparent compensation package that rewards performance and aligns with our growth trajectory:

• Base Salary: $120,000 – $150,000 per year, commensurate with experience.
• Equity: Meaningful stock options that vest over four years.
• 401(k): Up to 4% match, plus HSA & FSA options.
• Health & Wellness: 100% paid medical, dental, and vision coverage for employees; 80% coverage for dependents.
• Wellness Programs: Calm app membership, $540/year toward vision care, and access to mental health resources.
• Paid Time Off: Unlimited sick time, 18–25 vacation days annually, and 12 paid company holidays.
• Family & Life: Paternity leave, life insurance, and CPA/CFA license renewal reimbursement.
• Professional Development: Tuition reimbursement, conference sponsorships, and internal training.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal or send your resume and cover letter to [email protected]. We’re excited to learn how your experience and vision can help shape the future of finance technology.

Join brighthush – Where Innovation Meets Impact

At brighthush, you’ll be part of a mission‑driven team that’s changing how finance teams operate worldwide. If you’re passionate about customer success, thrive in a fast‑paced environment, and want to make a tangible difference, we want to hear from you. Apply today and help us build the next generation of finance technology.