Senior Director of Customer Success & Retention – Championing Sustainable Growth, AI‑Driven Innovation, and Unmatched Customer Delight Across Global FinTech & B2B SaaS Ecosystems at brighthush

About brighthush

brighthush is more than a fintech platform; it is a global movement that redefines how businesses manage payments, employee benefits, and digital commerce. With a presence in over 50 countries, we empower enterprises to streamline transactions, unlock actionable data insights, and deliver friction‑less experiences to their customers. Our mission is simple yet ambitious: to make every financial interaction effortless, secure, and transformative.

At brighthush, we believe that technology is only as powerful as the people who use it. That’s why our culture is built on three pillars: innovation, collaboration, and an unwavering focus on customer delight. We celebrate curiosity, encourage experimentation, and reward those who turn bold ideas into real value for our clients.

Why Join brighthush?

As the Senior Director of Customer Success & Retention, you will be the catalyst that turns our customer relationships into long‑term partnerships. You’ll lead a high‑performing team, design AI‑driven workflows, and partner with product, sales, and engineering to ensure our clients achieve measurable success. In return, brighthush offers a competitive salary, comprehensive benefits, and a culture that rewards creativity, ownership, and continuous learning.

Key Responsibilities

• Strategic Leadership: Build and execute a customer success strategy that aligns with brighthush’s growth objectives and enhances the customer lifecycle from onboarding to expansion.
• Team Management: Recruit, mentor, and develop a diverse team of account managers and customer success specialists, fostering a culture of high accountability and continuous improvement.
• Retention & Expansion: Drive retention metrics, identify upsell and cross‑sell opportunities, and collaborate with sales to accelerate revenue growth.
• Process & Technology: Champion the adoption of brighthush CRM platform, AI‑powered analytics, and digital‑first tools to streamline workflows, improve forecasting accuracy, and deliver proactive support.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating client feedback into product enhancements and service improvements.
• Data‑Driven Decision Making: Own the health score, churn prediction models, and NPS dashboards; use insights to inform strategy and operational adjustments.
• Cross‑Functional Collaboration: Partner with Marketing, Product, Finance, and Legal to ensure seamless execution of customer journeys and contractual agreements.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences; contribute to thought pieces and whitepapers that position us as a leader in fintech customer success.

Expanded Responsibilities

Beyond the core duties, you will also:

• Lead quarterly business reviews with key enterprise accounts, ensuring alignment on goals, metrics, and roadmaps.
• Design and implement a scalable customer success operating model that can support rapid expansion into new geographies and verticals.
• Collaborate with data science teams to refine predictive models that identify at‑risk accounts and high‑value opportunities.
• Develop and maintain a library of best practices, playbooks, and training materials that empower the team to deliver consistent, high‑quality service.
• Act as a change agent, driving adoption of new tools and processes across the organization while minimizing disruption.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Computer Science, or a related field.
• 8+ years of progressive experience in customer success, account management, or client relations within payments, fintech, or B2B SaaS ecosystems.
• Minimum of 3 years in a leadership role managing a team of at least 10 account managers, with a proven track record of meeting or exceeding retention targets.
• Deep proficiency with brighthush CRM platform (including brighthush Cloud, Service Cloud, and Einstein Analytics) and experience integrating AI/ML tools into customer success workflows.
• Strong analytical mindset with the ability to translate data into actionable insights and strategic initiatives.
• Excellent communication skills in English, both written and verbal; additional languages are a plus.
• Demonstrated ability to thrive in a fast‑paced, remote‑first environment while maintaining a high level of collaboration across global teams.

Preferred Qualifications

• Advanced degree (MBA, MS) or relevant certifications (CSM, CSPO, brighthush Administrator).
• Experience leading customer success in a high‑growth fintech startup or a large enterprise with a global customer base.
• Hands‑on experience with AI‑driven customer success platforms such as brighthush, brighthush, or similar.
• Track record of building scalable processes that support rapid expansion into new markets.
• Proficiency in data visualization tools (brighthush, brighthush) and SQL for data extraction.

Core Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable customer success plans.
• Leadership & Coaching: Proven talent for developing high‑performing teams and fostering a culture of continuous improvement.
• Customer‑Centric Mindset: Passion for understanding client pain points and delivering solutions that exceed expectations.
• Analytical Acumen: Expertise in data analysis, KPI tracking, and predictive modeling.
• Technology Savvy: Comfortable with CRM, AI, and automation tools that drive efficiency.
• Communication: Exceptional interpersonal skills, with the ability to influence stakeholders at all levels.
• Adaptability: Comfortable navigating ambiguity and driving change in a dynamic environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our industry. As Senior Director, you will:

• Lead cross‑functional initiatives that shape product roadmaps and go‑to‑market strategies.
• Mentor emerging leaders and contribute to the development of the next generation of customer success professionals.
• Participate in executive leadership meetings, gaining exposure to strategic decision‑making at the highest level.
• Access continuous learning programs, including certifications, workshops, and industry conferences.
• Explore opportunities to transition into broader roles such as VP of Customer Success, Head of Growth, or Chief Customer Officer.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and work‑life balance. Key highlights include:

• Fully remote work model with optional hubs in Florida and Secaucus for collaborative sessions.
• Flexible working hours to accommodate global time zones and personal commitments.
• Inclusive environment that celebrates diversity, equity, and belonging.
• Regular virtual town halls, hackathons, and wellness initiatives to keep the team connected and energized.
• Recognition programs that celebrate achievements, milestones, and customer success stories.

Compensation & Benefits

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

• Base Salary: USD 130,000 – 150,000 per year, commensurate with experience.
• Performance Bonus: Up to 20% of base salary based on individual and team metrics.
• Equity: Eligible for a grant of company stock options as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; and wellness stipend.
• Retirement: 401(k) with company match up to 5% of salary.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Other Perks: Remote work stipend, home office setup allowance, and flexible spending accounts.

How to Apply

If you’re ready to lead a world‑class customer success organization, drive retention in a high‑growth fintech environment, and shape the future of B2B payments, we want to hear from you. Submit your resume and a cover letter outlining your vision for customer success at brighthush. Join us and help us create brighter, more connected financial experiences for businesses worldwide.