Senior Director of Customer Success – Remote, Global Client Experience & Retention Strategy Leader – Driving Growth, Innovation, and Customer Loyalty

About brighthush

brighthush is not just a financial services company; it is a movement that redefines how people and businesses interact with money. By marrying cutting‑edge technology, data‑driven insights, and a relentless focus on the customer, brighthush delivers personalized, transparent, and empowering financial solutions at scale. From helping a small business secure working capital to guiding a homeowner through a complex loan process, our mission is simple: make finance accessible, understandable, and truly beneficial for everyone.

Why brighthush is the Future of Finance

In an era where digital disruption is reshaping every industry, brighthush stands at the forefront of financial innovation. Our remote‑first culture means you can work from anywhere in the United States while staying connected to a high‑energy, collaborative team. We celebrate curiosity, champion experimentation, and reward ideas that drive measurable impact. If you are passionate about creating lasting value for clients and thrive in a fast‑paced, purpose‑driven environment, brighthush is the place to amplify your influence.

Position Overview

The Senior Director of Customer Success is a strategic leadership role that shapes the entire customer journey—from the first touchpoint to renewal and expansion. You will partner with Sales, Product, Operations, Marketing, and Data Science to build a unified, data‑informed approach to engagement. Your vision will translate into scalable processes, a high‑performing team, and a culture where every client feels heard, supported, and empowered.

Key Responsibilities

• Strategic Leadership: Design and execute a forward‑looking customer success strategy that aligns with brighthush’s growth objectives and elevates client satisfaction across the entire lifecycle.
• Metrics & Analytics: Define, monitor, and report on success metrics (NPS, CSAT, churn, expansion revenue, renewal rates) to demonstrate ROI and inform continuous improvement.
• Team Building & Development: Recruit, mentor, and scale a high‑performing Customer Success team, fostering a culture of ownership, collaboration, and professional growth.
• Process Design: Create scalable playbooks, SOPs, and best‑practice frameworks that standardize onboarding, adoption, health checks, and renewal workflows.
• Voice of the Customer: Translate client insights into actionable product enhancements, service improvements, and strategic initiatives.
• Sales Partnership: Collaborate with Sales to identify upsell and cross‑sell opportunities, ensuring a seamless handoff and alignment on account goals.
• Product & Engineering Collaboration: Prioritize feature requests and bug fixes based on customer impact, working closely with Product and Engineering.
• Quarterly Business Reviews: Lead QBRs with key accounts, presenting insights, performance metrics, and growth plans.
• Data‑Driven Culture: Champion analytics tools to uncover trends, predict churn, and recommend proactive interventions.
• Content & Enablement: Oversee the creation of educational content, webinars, and self‑service resources that empower clients to maximize value.
• Continuous Improvement: Drive initiatives that reduce friction, increase adoption, and elevate the overall customer experience.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, Account Management, or related roles within financial services or a closely related industry.
• Proven track record of building and scaling high‑performing customer success teams in a remote or hybrid environment.
• Deep understanding of customer lifecycle management, retention strategies, and expansion tactics.
• Strong analytical mindset with proficiency in data analysis tools (SQL, Tableau, Power BI) and experience building dashboards to track key metrics.
• Exceptional communication and presentation skills, capable of articulating complex insights to both technical and non‑technical stakeholders.
• Demonstrated ability to develop and implement process improvements, playbooks, and best‑practice frameworks.
• Experience working closely with cross‑functional teams—Sales, Product, Operations, Marketing—to align on customer outcomes.
• Proficiency in customer success platforms (Gainsight, Totango, ChurnZero) and CRM systems (Salesforce).
• Strong leadership presence, with a collaborative, coaching‑oriented style that inspires high performance.
• Bachelor’s degree in Business, Finance, Marketing, or a related field (MBA preferred).

Preferred Qualifications

• Experience scaling customer success functions for high‑growth fintech or SaaS companies.
• Background in data science or analytics, with the ability to build predictive models for churn and expansion.
• Knowledge of regulatory compliance and risk management within the financial services sector.
• Fluency in additional languages (Spanish, Mandarin, etc.) to support a diverse client base.
• Prior experience leading remote teams across multiple time zones.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client needs and a relentless focus on delivering value.
• Strategic Thinking: Ability to translate business goals into actionable customer success initiatives.
• Data‑Driven Decision Making: Proficiency in turning metrics into insights and driving evidence‑based actions.
• Leadership & Coaching: Talent for building, motivating, and developing high‑performing teams.
• Cross‑Functional Collaboration: Skilled at working with Sales, Product, Operations, and Marketing to align on customer outcomes.
• Process Design: Expertise in creating scalable workflows, playbooks, and SOPs.
• Communication: Clear, persuasive, and adaptable communication across all levels of the organization.
• Change Management: Comfortable leading organizational change and driving adoption of new practices.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the financial services market. As Senior Director of Customer Success, you will:

• Lead strategic initiatives that shape the future of our customer experience, positioning you as a key influencer in the organization.
• Gain exposure to executive leadership, contributing to company‑wide strategy and vision.
• Participate in leadership development programs, mentorship, and industry conferences.
• Explore opportunities to transition into broader roles such as VP of Customer Experience, Head of Product, or Chief Customer Officer.
• Benefit from a culture that rewards innovation, ownership, and measurable impact.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and continuous learning. Key highlights include:

• Fully remote work with flexible hours to support work‑life balance.
• Weekly virtual town halls and cross‑departmental “innovation sprints.”
• Access to a robust internal learning platform covering leadership, technology, and industry trends.
• Annual “brighthush Retreat” to foster team bonding and strategic planning.
• Inclusive, diverse, and collaborative environment that values every voice.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior leadership roles.
• Performance‑based bonus structure tied to customer metrics and company growth.
• Equity or stock‑option program to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and flexible vacation policy.
• Professional development stipend and conference reimbursement.
• Wellness resources, including virtual fitness classes and mental health support.

How to Apply

Ready to lead brighthush’s customer success journey and make a lasting impact? Submit your resume and a brief cover letter outlining your vision for customer experience at brighthush. We look forward to exploring how your expertise can help us elevate our clients’ success to new heights.