Senior Enterprise Customer Success Lead – Strategic Account Management, Retention Champion, AI‑Powered Support, and Revenue Growth for FinTech SaaS at brighthush

About brighthush

brighthush is more than a fintech platform; it is a catalyst for transformative change in higher‑education finance. Our mission is to give universities, colleges, and private schools the tools they need to simplify tuition billing, reduce administrative friction, and create a seamless financial experience for students and families. By blending cutting‑edge technology with deep domain expertise, we empower institutions to focus on what matters most: delivering world‑class education while ensuring financial accessibility and transparency.

Founded on principles of security, scalability, and user‑centric design, brighthush’s SaaS solution is trusted by leading academic institutions across the United States. We are committed to continuous innovation, leveraging AI and data analytics to anticipate client needs and deliver proactive, personalized support. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence, making brighthush a place where ambitious professionals can shape the future of student financial services.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that our people are our greatest asset. We cultivate an environment where curiosity is celebrated, collaboration is the norm, and innovation is woven into our DNA. As a Senior Customer Success Lead, you will be at the forefront of shaping the future of student financial services, working closely with enterprise clients, product teams, and AI specialists to deliver exceptional value. If you thrive in a fast‑paced, mission‑driven setting and want to make a tangible impact on the education sector, brighthush is the place for you.

We offer a fully remote, flexible work model that empowers you to balance professional growth with personal life. Whether you’re in a home office, a co‑working space, or a bustling coffee shop, you’ll have the freedom to work from anywhere in the United States while staying connected to a vibrant, distributed team.

Role Overview

The Senior Customer Success Lead is the primary advocate for our enterprise and B2B SaaS clients. You will own the entire customer lifecycle—from onboarding and adoption to renewal and expansion—ensuring that each client achieves their desired outcomes and sees measurable ROI from our platform. Your strategic mindset, analytical rigor, and passion for customer advocacy will drive retention, elevate CSAT scores, and unlock upsell opportunities.

In this role, you will act as the bridge between our clients and the internal teams that power brighthush’s platform. Your insights will shape product development, influence go‑to‑market strategies, and help us continuously improve the customer experience.

Key Responsibilities

• Own the Customer Journey: From the first handshake to the final renewal, you’ll shepherd each enterprise account through every stage of the lifecycle, ensuring seamless transitions and continuous value delivery.
• Champion Adoption & Value Realization: Design and execute tailored onboarding roadmaps, conduct training workshops, and create adoption playbooks that accelerate time‑to‑value.
• Drive Retention & Expansion: Build proactive renewal strategies, identify expansion levers, and secure multi‑year contracts that reflect the evolving needs of our clients.
• Elevate CSAT & NPS: Monitor satisfaction metrics, surface pain points, and partner with cross‑functional teams to implement rapid, data‑driven fixes.
• Serve as the Technical Liaison: Act as the primary point of contact for product issues, coordinating with engineering, product, and support to resolve incidents swiftly.
• Leverage AI for Predictive Insights: Deploy AI tools and analytics to forecast churn, recommend upsell opportunities, and automate routine support tasks.
• Strategic Account Planning: Conduct quarterly business reviews (QBRs), develop account growth plans, and articulate a clear roadmap for each client.
• Advocate & Collaborate: Work hand‑in‑hand with Sales, Product, Marketing, and Support to align on customer goals and deliver a seamless experience.
• Report & Optimize: Track key performance indicators (KPIs), generate insightful reports for stakeholders, and use data to drive continuous improvement.

Success Metrics

• Customer Retention Rate (≥ 95%)
• Net Promoter Score (NPS) improvement of +10 points year‑over‑year
• Customer Satisfaction (CSAT) score of ≥ 90%
• Expansion Revenue growth of ≥ 20% annually
• Time‑to‑Resolution for support tickets reduced by 30%

Essential Qualifications

• Minimum 4–6 years of experience in customer success, account management, or related roles within enterprise B2B SaaS, FinTech, or higher‑education technology environments.
• Proven track record of managing large, complex accounts with a focus on retention, renewal, and upsell.
• Strong relationship‑building skills with the ability to influence stakeholders at all levels.
• Excellent communication and presentation abilities, both written and verbal.
• Analytical mindset with proficiency in using CRM (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
• Experience troubleshooting product issues and coordinating cross‑functional resolution.
• Comfort with AI and data‑driven tools to enhance customer support and insights.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in higher‑education technology or student financial services.
• Experience working in a remote, distributed team environment.
• Knowledge of compliance and security standards relevant to fintech (PCI, GDPR, FERPA).
• Certifications in Customer Success Management (CSM), Project Management (PMP, Agile), or related fields.
• Track record of leading customer success initiatives that resulted in measurable improvements in CSAT, NPS, or renewal rates.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Problem Solving: Quick to diagnose issues and devise effective solutions.
• Data‑Driven Decision Making: Comfortable interpreting metrics and translating insights into action.
• Collaboration: Works seamlessly with cross‑functional teams to achieve shared goals.
• Adaptability: Thrives in a fast‑changing environment and embraces new technologies.
• Customer‑Centric Mindset: Passionate about delivering exceptional service and building lasting relationships.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. You will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on product updates, industry trends, and emerging AI technologies.
• Opportunities to lead cross‑functional projects and influence product roadmap.
• Clear career ladder with pathways to Senior CSM, Director of Customer Success, or Product Management roles.
• Annual performance reviews that align goals with company objectives and reward high performers.

Work Environment & Culture

brighthush offers a fully remote work model, allowing you to work from anywhere in the United States—whether that’s your home office, a co‑working space, or a coffee shop in New York or San Mateo. We value flexibility, work‑life balance, and a results‑oriented approach. Our culture is built on:

• Transparency: Open communication channels and regular town‑hall meetings.
• Innovation: Encouraging experimentation and rewarding creative solutions.
• Diversity & Inclusion: A welcoming environment for people of all backgrounds.
• Community Impact: Initiatives that give back to educational institutions and student communities.

Compensation & Benefits

We offer a competitive salary range of USD 85,000 – 132,000 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• Generous paid time off (PTO) and flexible vacation policies.
• 401(k) retirement plan with company match.
• Comprehensive health, dental, and vision insurance.
• Parental leave policy that supports new parents.
• Professional development stipend and conference reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Equity options for eligible employees.

How to Apply

If you are ready to take your customer success career to the next level and help shape the future of student financial services, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Enterprise Customer Success Lead role at brighthush.