Senior Enterprise Customer Success Associate – AI‑Powered FinTech Solutions & Customer Experience Lead – Remote (New York) – brighthush

About brighthush

brighthush is more than a fintech platform; it’s a catalyst for a future where artificial intelligence is not only powerful but also trustworthy, transparent, and ethically grounded. From our first prototype to the launch of a full‑stack AI solution, our mission has been to empower banks, wealth managers, and fintech innovators to deliver smarter, faster, and more secure products to their customers. By marrying cutting‑edge machine learning with deep industry expertise, we help our partners turn data into actionable insights, reduce risk, and accelerate time‑to‑market.

Founded by a blend of seasoned technologists and finance veterans, brighthush grew from a small startup to a rapidly scaling organization that serves Fortune 500 institutions, mid‑market banks, and disruptive fintechs alike. Our culture is built on collaboration, continuous learning, and a relentless focus on customer outcomes. Every team member is encouraged to bring fresh ideas to the table, and mentorship is woven into our daily operations.

Why This Role Matters

As a Senior Enterprise Customer Success Associate, you will be the linchpin between our enterprise clients and the product teams that build the AI solutions they rely on. From day one, you’ll have the opportunity to shape the customer journey, influence product direction, and drive measurable impact on our clients’ success. If you thrive in a fast‑moving environment, enjoy problem‑solving, and are passionate about fintech innovation, this role is your chance to grow your career while making a real difference.

Key Responsibilities

• End‑to‑End Onboarding & Enablement: Lead the full onboarding process for new enterprise customers, ensuring they understand how to leverage brighthush’s AI platform to meet their business objectives. Design customized training plans, conduct workshops, and create adoption roadmaps that align with each client’s strategic goals.
• Issue Resolution & Escalation Management: Act as the first line of support for complex customer issues, coordinating with engineering, product, and operations to deliver timely, effective solutions. Own the ticket lifecycle, set realistic SLAs, and maintain a proactive communication cadence with stakeholders.
• Stakeholder Alignment & Relationship Building: Maintain regular communication with key client stakeholders—product owners, C‑suite executives, and technical leads—to keep projects on track and expectations aligned. Build trust through transparent reporting, strategic insights, and a consultative approach.
• Customer Insight & Product Feedback Loop: Capture customer insights and translate them into actionable product enhancements. Work closely with the product roadmap team to prioritize features that deliver maximum value to our enterprise partners.
• Performance Tracking & Growth Enablement: Monitor customer health metrics, usage data, and satisfaction scores. Proactively identify upsell or renewal opportunities, and develop tailored expansion plans that align with each client’s roadmap.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, and Implementation teams to ensure a seamless handoff from prospect to active user. Provide feedback on sales collateral, enablement materials, and go‑to‑market strategies.
• Documentation & Knowledge Base Development: Create and maintain clear, concise documentation, FAQs, and training materials that empower customers to self‑serve. Continuously update the knowledge base to reflect new features, best practices, and regulatory changes.
• Continuous Improvement & Process Optimization: Participate in post‑mortem reviews and process improvement initiatives to enhance the overall customer experience. Champion a culture of data‑driven decision making and lean experimentation.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Computer Science, or a related field.
• 2+ years of experience in customer success, account management, or technical support within the fintech or SaaS industry.
• Strong understanding of AI/ML concepts and their application in financial services.
• Excellent written and verbal communication skills, with the ability to translate technical details into business value.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Demonstrated ability to manage multiple priorities in a fast‑paced, remote environment.
• High emotional intelligence and a customer‑centric mindset.

Preferred Qualifications

• Experience working with enterprise banking or wealth‑management clients.
• Background in data analytics or data science, with familiarity in SQL, Python, or R.
• Knowledge of regulatory frameworks such as GDPR, CCPA, or PCI‑DSS as they relate to AI.
• Previous involvement in product roadmap or feature prioritization.
• Fluency in additional languages (e.g., Spanish, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product vision.
• Problem‑Solving: Strong analytical skills to diagnose issues and propose creative solutions.
• Project Management: Experience coordinating cross‑functional initiatives and meeting deadlines.
• Relationship Building: Proven track record of building trust with C‑level executives and technical teams.
• Adaptability: Comfortable navigating ambiguity and pivoting priorities as business needs evolve.
• Data‑Driven Decision Making: Comfortable working with metrics to inform strategy and measure success.
• Communication Excellence: Ability to craft clear, compelling narratives for diverse audiences.
• Leadership & Mentorship: Willingness to coach junior team members and share best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Enterprise Customer Success Associate, you will:

• Progress to senior roles such as Customer Success Manager, Director of Customer Success, or Product Manager.
• Participate in a structured mentorship program pairing you with senior leaders across product, engineering, and sales.
• Attend industry conferences, webinars, and workshops to stay ahead of fintech and AI trends.
• Access internal learning resources, including courses on AI ethics, financial regulation, and advanced data analytics.
• Contribute to internal knowledge bases and best‑practice guides that shape the future of customer success at brighthush.
• Lead cross‑functional initiatives that drive innovation and operational excellence.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and collaboration. Our culture is defined by:

• Open Communication: Regular all‑hands meetings, transparent OKRs, and an open‑door policy for ideas and feedback.
• Inclusive Diversity: A commitment to building a workforce that reflects the communities we serve.
• Continuous Learning: Quarterly hackathons, lunch‑and‑learn sessions, and a generous stipend for external courses.
• Work‑Life Balance: Flexible hours, unlimited vacation, and a focus on results rather than hours logged.
• Community Impact: Opportunities to volunteer, sponsor fintech hackathons, and contribute to open‑source AI projects.
• Wellness & Support: Access to mental health resources, virtual fitness classes, and a wellness stipend.

Compensation & Benefits

While specific figures are tailored to experience and role level, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market rates for remote fintech roles.
• Performance‑based bonuses and equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development budget and access to industry events.
• Wellness stipend, mental health resources, and virtual fitness classes.
• Technology stipend for home office setup and high‑speed internet.

How to Apply

If you’re ready to join a visionary team that is redefining trust in AI for financial services, we’d love to hear from you. Please submit your resume, a brief cover letter outlining why you’re a great fit for brighthush, and any relevant portfolio or case studies that showcase your customer success expertise.

Apply now through our careers portal or click the link below to start your journey with brighthush.