Senior Director of Customer Success & Growth – Driving Retention, Revenue, and Team Excellence in B2B SaaS & FinTech

About brighthush

brighthush is a forward‑thinking technology powerhouse that empowers community‑focused financial institutions to unlock the full potential of digital banking, seamless account opening, and innovative lending solutions. With a mission to democratize financial services, brighthush blends cutting‑edge software with a deep understanding of the unique challenges that small banks, credit unions, and fintech startups face. Our platform is built on a foundation of trust, data‑driven insights, and a relentless commitment to customer success. As we scale rapidly, we’re looking for a visionary leader who can elevate our customer experience, drive revenue growth, and inspire a high‑performing team.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. We believe that the best ideas come from diverse perspectives, so we foster an inclusive environment where every voice is heard. Our remote‑first model gives you the flexibility to work from anywhere in the United States, while still enjoying the camaraderie of a tight‑knit team that meets virtually for weekly hackathons, quarterly town halls, and spontaneous coffee chats.

We’re not just a tech company; we’re a movement that’s reshaping how community banks serve their members. By joining brighthush, you’ll have the opportunity to:

• Lead a mission‑driven organization that directly impacts financial inclusion.
• Shape the future of customer success in a high‑growth SaaS ecosystem.
• Mentor and develop a talented team of customer success professionals.
• Collaborate with product, engineering, and data science to deliver data‑backed solutions.
• Enjoy a competitive compensation package, equity, and a comprehensive benefits program.

Key Responsibilities

As the Senior Director of Customer Success & Growth, you will be the steward of our customer relationships, the catalyst for revenue expansion, and the champion of a culture of excellence. Your day‑to‑day responsibilities will include:

• Customer Relationship Ownership – Serve as the primary advocate for our enterprise clients, ensuring they achieve maximum value from our platform and maintain a high level of satisfaction.
• Renewal & Expansion Strategy – Design and execute data‑driven renewal plans that reduce churn, increase upsell opportunities, and secure multi‑year contracts.
• Team Leadership & Coaching – Build, mentor, and scale a high‑performing customer success team; set clear KPIs, provide regular feedback, and foster a culture of continuous improvement.
• Cross‑Functional Collaboration – Partner with Sales, Product, Engineering, and Marketing to align on customer needs, feature roadmaps, and go‑to‑market strategies.
• Data & Analytics Leadership – Leverage CRM, NPS, CSAT, and usage metrics to identify trends, forecast revenue, and inform strategic decisions.
• Process & Tool Optimization – Continuously refine customer success workflows, implement best practices, and evaluate new tools to increase efficiency.
• Thought Leadership – Represent brighthush at industry events, webinars, and client conferences; share insights on customer success trends and best practices.

Essential Qualifications

We’re looking for a seasoned professional who brings a blend of strategic vision, operational excellence, and people‑centric leadership. The ideal candidate will have:

• 7+ years of progressive experience in customer success, account management, or client relations within high‑growth B2B SaaS or fintech environments.
• Proven track record of managing and scaling customer success teams, with measurable improvements in NPS, churn, and revenue growth.
• Strong analytical mindset: proficiency in CRM (e.g., Salesforce, HubSpot), data visualization tools (Tableau, Looker), and Excel/Google Sheets for deep dives.
• Exceptional communication skills, both written and verbal, with the ability to translate complex data into actionable insights for stakeholders at all levels.
• Experience working closely with product and engineering teams to influence roadmap decisions based on customer feedback.
• Demonstrated ability to develop and execute renewal and expansion strategies that drive predictable revenue streams.
• Comfortable leading in a remote, distributed environment, using collaboration tools such as Slack, Zoom, and Asana.
• Bachelor’s degree in Business, Marketing, Finance, or a related field; MBA or advanced certifications (e.g., CSCS, CSAT) are a plus.

Preferred Qualifications

While not mandatory, the following experiences will set you apart:

• Prior experience in a financial institution (bank, credit union, or fintech) or a deep understanding of the regulatory landscape.
• Hands‑on experience with financial services APIs, digital onboarding, or lending platforms.
• Experience managing customer success in a multi‑tenant SaaS environment with complex pricing models.
• Background in data science or analytics, with the ability to build predictive models for churn and upsell.
• Fluency in additional languages (Spanish, Mandarin, etc.) to serve a diverse client base.

Skills & Competencies

Success in this role requires a blend of technical acumen, strategic thinking, and interpersonal finesse. Key competencies include:

• Strategic Vision – Ability to see the big picture and translate it into actionable plans that align with company goals.
• Customer‑Centric Mindset – Deep empathy for client pain points and a passion for delivering exceptional experiences.
• Data Fluency – Mastery of metrics, dashboards, and data storytelling to drive decisions.
• Leadership & Coaching – Proven ability to inspire, develop, and retain top talent.
• Project Management – Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Collaboration & Influence – Comfortable working cross‑functionally and influencing stakeholders without direct authority.
• Adaptability – Thrive in a fast‑paced, evolving environment and pivot quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As Senior Director, you will:

• Lead the design of a formal career ladder for customer success, creating clear pathways for advancement.
• Participate in executive leadership meetings, shaping company strategy and vision.
• Access to industry conferences, workshops, and certifications at no cost.
• Mentorship from senior leaders across the organization, fostering a culture of knowledge sharing.
• Opportunity to spearhead cross‑functional initiatives that influence product development and go‑to‑market strategies.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team building events, hackathons, and “Ask Me Anything” sessions with founders.
• A collaborative workspace powered by Slack, Microsoft Teams, and Google Workspace.
• Access to a digital library of courses, books, and industry reports.
• A culture that celebrates wins, learns from failures, and continuously iterates on processes.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base salary range: USD 160,000 – 180,000 per year, commensurate with experience.
• Performance‑based bonus structure tied to team and company metrics.
• Equity options that align your success with the long‑term growth of brighthush.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to help you build your future.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for certifications.
• Wellness program, including virtual fitness classes and mental health resources.
• Flexible work-from-home stipend to support your home office setup.

How to Apply

If you’re ready to lead a high‑impact customer success organization, drive revenue growth, and shape the future of digital banking for community institutions, we want to hear from you. Submit your resume and a cover letter that highlights your most significant customer success achievements. Tell us why you’re excited about the opportunity to join brighthush and how you envision driving success for our clients.

We’re excited to meet a leader who shares our passion for innovation, customer advocacy, and building inclusive, data‑driven teams. Join us and help us create a brighter future for financial institutions worldwide.