Senior Enterprise Customer Success Manager – Americas (Remote) – Driving Strategic Growth, Customer Advocacy, and Digital Finance Innovation at brighthush

About brighthush

brighthush is the catalyst for the next generation of digital finance. We fuse cutting‑edge technology, rigorous compliance, and deep financial expertise to build the most secure, friction‑less infrastructure for global money movement. Our platform empowers regulated institutions—banks, fintechs, and payment providers—to launch, scale, and innovate digital asset products with confidence, speed, and unmatched efficiency. With a lean, high‑impact team of nearly 50 professionals spread across 14 countries, we have evolved from a compliance‑focused startup into a full‑stack platform that supports the most complex financial ecosystems. After a successful Series B round last November, backed by leading investors, we are accelerating our growth into the enterprise market and looking for seasoned Customer Success leaders who can own high‑value relationships, drive adoption, and unlock expansion opportunities across our global customer base.

Why brighthush is the Place to Grow

At brighthush, you’ll be part of a mission‑driven team that is reshaping the future of digital finance. Our culture is built on transparency, collaboration, and continuous improvement. We value autonomy, data‑driven decision making, and a relentless focus on customer outcomes. If you thrive in a fast‑moving, high‑impact environment and want to see your work directly influence revenue and product direction, brighthush is the place for you.

Your Impact as a Senior Enterprise Customer Success Manager

As the primary advocate for our enterprise clients, you will guide them from onboarding through renewal, ensuring they achieve their business objectives and realize maximum value from our platform. Your role blends strategic account management, technical support, and cross‑team collaboration. You will:

• Own the customer journey from day one, ensuring a seamless transition into our ecosystem.
• Drive adoption and expansion by identifying opportunities for upsell and cross‑sell across product lines.
• Serve as the technical point of contact, guiding integration teams through API documentation, test calls, and webhook configurations.
• Advise on compliance, helping customers navigate Travel Rule requirements, stablecoin payment flows, and other regulatory frameworks.
• Build relationships with compliance, operations, engineering, and C‑suite executives to maintain a holistic partnership.
• Capture insights that inform product, sales, and marketing strategies.
• Maintain accurate records in brighthush and other CRM tools, ensuring data integrity and visibility across the organization.
• Provide on‑call support when critical issues arise, ensuring rapid resolution and customer satisfaction.

Key Responsibilities in Detail

• Strategic Account Planning – Develop and execute a 12‑month account plan that aligns with each client’s business goals, regulatory milestones, and product roadmap.
• Onboarding Leadership – Lead cross‑functional onboarding workshops, ensuring technical teams, compliance officers, and business leaders are aligned and equipped.
• Adoption & Activation – Monitor usage metrics, identify under‑utilized features, and design targeted activation campaigns to boost engagement.
• Renewal & Expansion Management – Own the renewal cycle, negotiate contract terms, and identify upsell or cross‑sell opportunities that add measurable value.
• Technical Enablement – Translate complex API documentation into actionable guidance for client engineering teams, and troubleshoot integration challenges.
• Compliance Advisory – Act as the go‑to expert on regulatory requirements, ensuring clients remain compliant while leveraging our platform’s capabilities.
• Stakeholder Engagement – Build trust with C‑suite executives, product leads, and compliance officers, positioning yourself as a strategic partner.
• Data‑Driven Insight Generation – Analyze usage data, churn signals, and customer feedback to provide actionable insights to product and sales teams.
• On‑Call & Incident Management – Lead incident response for critical outages, coordinating with engineering and operations to restore service swiftly.

Success Metrics & Milestones

Within your first year, you will demonstrate success through:

• Increased net retention across your book, with clear attribution to renewals and upsells you drove.
• New opportunities identified, qualified, and closed within existing accounts, expanding the scope of our partnership.
• Customers live, actively using the platform, with executive sponsors remaining engaged and satisfied.
• Customers approaching you first for compliance guidance and commercial discussions, positioning you as the go‑to expert.

Essential Qualifications & Experience

• U.S. residency with the ability to cover AMER customers.
• 5+ years of senior Customer Success or Account Management experience in crypto, fintech, regtech, or a similarly complex technical SaaS environment.
• Proven track record of managing enterprise accounts, including onboarding, adoption, renewal, and expansion.
• Strong technical acumen—comfortable navigating API documentation, interpreting request/response flows, and troubleshooting integration issues.
• Commercial ownership mindset—experience negotiating pricing, managing contracts, and driving retention or expansion metrics.
• Demonstrated ability to grow existing accounts and collaborate effectively with Sales to surface new opportunities.
• Patience and persistence in managing long sales cycles, multi‑stakeholder decision processes, and slow ramp‑up periods.
• Excellent judgment, empathy, and communication skills—capable of engaging both technical engineers and senior finance executives.
• Self‑starter who thrives in an autonomous environment and can drive initiatives without waiting for formal processes.

Preferred Expertise & Background

• Deep knowledge of Travel Rule compliance, stablecoin payments, or digital asset regulatory frameworks.
• Experience working with banks or regulated financial institutions transitioning into digital asset services.
• Background in solutions engineering, implementation, or technical account management.
• History of building Customer Success processes, playbooks, and scalable frameworks from scratch.
• Previous exposure to an enterprise‑focused growth strategy, having moved a company up‑market.

Core Skills & Competencies

• Strategic Account Management
• Technical Enablement & API Integration
• Renewal & Upsell Negotiation
• Stakeholder Engagement & Relationship Building
• Data‑Driven Decision Making
• Cross‑Functional Collaboration
• Problem‑Solving & Critical Thinking
• Communication & Presentation
• Project Management & Execution

Career Path & Development Opportunities

At brighthush, your professional growth is a top priority. You will:

• Participate in leadership mentorship programs that pair you with senior executives.
• Attend industry conferences, webinars, and workshops to stay ahead of regulatory and technological trends.
• Lead cross‑team initiatives that shape product roadmaps and go‑to‑market strategies.
• Earn equity and performance bonuses that reward your direct impact on company growth.
• Advance into senior leadership roles such as Director of Customer Success, VP of Enterprise Partnerships, or Chief Customer Officer.

Our Culture & Work Environment

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you’ll work alongside talented professionals from around the world, supported by:

• Weekly virtual town halls and team stand‑ups.
• Open‑door policy—everyone’s voice is heard, from interns to executives.
• Flexible working hours that respect work‑life balance.
• Access to cutting‑edge tools, training resources, and a generous budget for professional development.

Compensation, Benefits & Perks

While specific figures vary by experience, we offer a competitive base salary, a performance‑based equity package, and a comprehensive benefits suite that includes:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Unlimited paid time off and a generous holiday schedule.
• Remote work stipend and equipment allowance.
• Wellness programs, mental health support, and employee assistance resources.
• Annual learning stipend for courses, certifications, or conferences.

How to Apply

If you are a seasoned Customer Success leader with a passion for technology, compliance, and enterprise growth, we want to hear from you. Join brighthush and help us build the infrastructure that will power the next wave of digital financial services worldwide.

Apply today and become a key driver of innovation, customer success, and enterprise expansion at brighthush.