Senior Director of Technology Customer Success – Driving Digital Transformation & Client Excellence in the SaaS & FinTech Landscape

About brighthush

brighthush is a trailblazing SaaS company at the forefront of the financial technology revolution. With a mission to empower businesses worldwide through intelligent, cloud‑native solutions, we have helped thousands of enterprises streamline operations, enhance customer engagement, and unlock new revenue streams. Our culture is built on innovation, collaboration, and a relentless focus on delivering measurable value to our clients.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑growth organization that values bold ideas and data‑driven decision making. We champion a growth mindset, offering continuous learning opportunities, mentorship programs, and a transparent career ladder that rewards performance and initiative. Our remote‑first, flexible work model ensures you can balance professional ambition with personal well‑being.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end technology customer success strategy for our enterprise portfolio, aligning with sales, product, and engineering to deliver a seamless customer journey.
• Team Management: Build, coach, and inspire a high‑performing team of Customer Success Managers, Technical Account Managers, and Support Engineers. Foster a culture of continuous improvement, accountability, and customer obsession.
• Customer Advocacy: Serve as the primary advocate for our most critical accounts, ensuring adoption, satisfaction, and renewal. Conduct quarterly business reviews, identify upsell opportunities, and collaborate with product to shape roadmap priorities.
• Process & Tool Optimization: Design and implement scalable processes, playbooks, and automation workflows that drive operational efficiency and reduce churn.
• Data‑Driven Insights: Leverage analytics to monitor health metrics, predict risk, and surface actionable insights. Present findings to executive leadership and influence strategic decisions.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to create integrated go‑to‑market plans, launch new features, and ensure a unified voice across the organization.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences. Publish whitepapers and case studies that showcase our success stories and thought leadership.

Essential Qualifications

• 10+ years of experience in technology customer success, account management, or related roles within SaaS or FinTech environments.
• Proven track record of leading and scaling high‑performance teams in a fast‑paced, growth‑oriented setting.
• Deep understanding of cloud technologies, API integrations, and modern SaaS delivery models.
• Exceptional communication skills, with the ability to translate complex technical concepts to both technical and non‑technical audiences.
• Strong analytical mindset, comfortable working with data to drive decisions and optimize processes.
• Experience with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM systems (e.g., Salesforce).
• Demonstrated ability to influence cross‑functional teams and drive initiatives from concept to execution.

Preferred Qualifications

• Background in financial services or regulatory compliance (e.g., AML, KYC, PCI).
• Experience with AI/ML‑based customer success tools or predictive analytics.
• Advanced knowledge of DevOps practices, CI/CD pipelines, and cloud security frameworks.
• Prior experience in a startup or high‑growth environment, navigating rapid scaling and change.
• Fluency in additional languages (e.g., Spanish, Mandarin) to support our global client base.

Core Competencies & Skills

• Strategic Vision: Ability to see the big picture and translate it into actionable plans.
• Leadership & Coaching: Talent for developing people, fostering collaboration, and driving results.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and building lasting relationships.
• Data Literacy: Proficiency in interpreting metrics, dashboards, and predictive models.
• Project Management: Skilled at managing multiple initiatives, prioritizing tasks, and meeting deadlines.
• Technical Aptitude: Comfortable navigating complex technology stacks and troubleshooting technical issues.
• Adaptability: Thrives in a dynamic environment, embraces change, and learns quickly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. As Senior Director, you’ll:

• Progress to VP of Customer Success or Chief Customer Officer roles.
• Lead cross‑functional initiatives that shape the company’s product roadmap and go‑to‑market strategy.
• Participate in executive leadership forums and contribute to strategic planning.
• Access to a curated learning library, industry certifications, and sponsorship for conferences.
• Mentorship from seasoned leaders in technology, product, and operations.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, transparency, and a results‑oriented approach. Our culture is defined by:

• Inclusive Collaboration: Diverse teams that bring fresh perspectives and drive innovation.
• Continuous Feedback: Regular 1:1s, performance reviews, and peer feedback loops.
• Well‑Being Focus: Comprehensive health plans, mental health resources, and wellness stipends.
• Community Impact: Volunteer days, charitable partnerships, and sustainability initiatives.
• Celebration of Success: Quarterly awards, hackathons, and social events that strengthen bonds.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior leadership roles.
• Performance‑based bonuses and equity options that align your success with the company’s growth.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching and financial planning resources.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget, conference attendance, and certification support.
• Employee assistance program and mental health resources.

How to Apply

Ready to lead the next wave of customer success at brighthush? Click the link below to submit your application and join a team that’s redefining the future of fintech.

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Join brighthush – Where Vision Meets Execution

We’re looking for a visionary leader who can translate technology into tangible customer value. If you thrive on solving complex problems, building high‑impact teams, and driving measurable outcomes, we want to hear from you. Bring your expertise, your passion, and your ambition to brighthush, and together we’ll shape the future of customer success in the fintech ecosystem.