Senior Enterprise Customer Success Manager – Championing Growth, Retention, and Strategic Partnerships for B2B Credit Platforms at brighthush

About brighthush

brighthush is redefining the way large enterprises manage credit and financing across Latin America. As the leading B2B credit infrastructure platform, we empower our clients to seamlessly integrate risk assessment, credit decisions, collections, and financial operations into a single, cloud‑native solution. By turning credit from a back‑office function into a core commercial proposition, we help iconic brands scale faster, reduce risk, and unlock new revenue streams.

Operating across all of LATAM, brighthush partners with some of the region’s most influential companies—e‑commerce giants, retail chains, and fintech innovators—providing them with the technology and expertise to drive sustainable growth through credit. Our mission is simple: make credit simple, scalable, and secure for every enterprise that wants to thrive in a digital economy.

About the Role

We are seeking a dynamic, results‑driven Senior Enterprise Customer Success Manager who is passionate about delivering exceptional customer experiences and driving measurable business outcomes. In this role, you will be the trusted advisor to our most strategic clients, working closely with the CEO, Product, Engineering, Delivery, Sales, and Finance teams to ensure our customers achieve their goals and realize the full value of the brighthush platform.

From day one, you will own the entire customer lifecycle—onboarding, adoption, renewal, and expansion—while championing a culture of ownership, data‑driven decision making, and relentless pursuit of customer success. If you thrive in a fast‑paced, high‑impact environment and enjoy turning complex challenges into actionable insights, we want to hear from you.

Key Responsibilities

• End‑to‑End Customer Ownership: Lead the full customer journey, from initial onboarding and technical integration to ongoing adoption, renewal, and expansion. Ensure each client’s business objectives are met and exceeded.
• Net Dollar Retention (NDR) Growth: Drive NDR by identifying upsell and cross‑sell opportunities, developing expansion roadmaps, and executing strategic account plans that align with client goals.
• Customer Advocacy: Serve as the voice of the customer within brighthush, collaborating with Product and Engineering to prioritize features that solve real‑world credit challenges.
• Strategic Insights & Risk Management: Leverage data analytics to anticipate risks, detect early signals of churn or under‑utilization, and recommend proactive actions to safeguard revenue.
• Cross‑Functional Collaboration: Partner with Sales to unblock complex deals, with Delivery to ensure flawless implementation of our Rails of Lending (RoL) platform, and with Finance to align on billing and revenue recognition.
• Relationship Architecture: Build high‑trust, C‑level relationships through regular, high‑touch engagement—including in‑person visits to key partners across LATAM—to deepen partnership and drive mutual success.
• Process & Playbook Development: Contribute to the evolution of the CS playbook, establishing best practices, standard operating procedures, and scalable frameworks that support rapid growth.
• Metrics & Reporting: Own and report on key performance indicators—Churn, NDR, Adoption, Customer Health Score—and use insights to inform strategy and drive continuous improvement.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the brand as a thought leader in B2B credit infrastructure.

Essential Qualifications

• 3+ years of proven experience in Customer Success, Account Management, or Consulting within Enterprise SaaS or Fintech environments.
• Deep understanding of credit operations—including lending, credit risk, collections, and B2B financing—and the full credit lifecycle.
• Hands‑on experience with API‑based products and lending infrastructure; familiarity with HubSpot or similar CRM platforms is a strong plus.
• Fluent in Spanish and English; proficiency in Portuguese is an advantage.
• Track record of owning metrics—Churn, NDR, Adoption—and using data to drive decisions and outcomes.
• Demonstrated ability to translate signals into actionable insights in high‑pressure, fast‑paced settings.
• Willingness to travel across Latin America to meet key clients in person as needed.
• Strong communication, negotiation, and stakeholder management skills.

Preferred Qualifications

• Experience working with large enterprise clients in LATAM, especially within retail, e‑commerce, or fintech sectors.
• Background in product management or engineering, providing a technical perspective on platform capabilities.
• Knowledge of regulatory frameworks and compliance requirements related to credit and financial services in Latin America.
• Experience with data visualization tools (e.g., Tableau, Looker) and advanced Excel or SQL skills.
• Previous involvement in scaling a Customer Success function during rapid growth phases.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Analytical Mindset: Proficiency in data analysis to uncover trends, diagnose issues, and recommend solutions.
• Customer‑Centricity: Passion for understanding customer pain points and delivering tailored solutions.
• Leadership & Influence: Proven ability to lead cross‑functional initiatives and influence stakeholders at all levels.
• Adaptability: Comfortable navigating ambiguity and pivoting strategies in a dynamic environment.
• Communication: Excellent written and verbal communication skills in both Spanish and English.
• Project Management: Strong organizational skills with the ability to manage multiple priorities simultaneously.

Career Growth & Learning Opportunities

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

• Lead high‑impact initiatives that shape the future of our platform and customer experience.
• Collaborate with senior leaders across product, engineering, and finance, gaining exposure to all facets of the business.
• Receive a dedicated growth budget for courses, conferences, books, and certifications that align with your career aspirations.
• Participate in mentorship programs, both as a mentee and as a mentor, fostering a culture of continuous learning.
• Be positioned for rapid advancement into leadership roles—such as Director of Customer Success or VP of Customer Experience—based on performance and impact.

Company Culture & Work Environment

brighthush thrives on a culture of innovation, collaboration, and ownership. We value:

• Remote‑First Flexibility: Work from anywhere within the Americas time zone, with a focus on results rather than hours.
• High Trust & Autonomy: Empowered teams that own their outcomes and are trusted to make decisions.
• Inclusive & Diverse Environment: A workplace where diverse perspectives are celebrated and every voice is heard.
• Continuous Feedback: Regular check‑ins, performance reviews, and open channels for feedback.
• Community & Social Impact: Opportunities to contribute to community initiatives and support social causes aligned with our mission.

Compensation & Benefits

We offer a competitive, top‑of‑market salary in USD, complemented by a performance‑based bonus structure tied to agreed KPIs. In addition, you will enjoy:

• Remote‑First Work: Flexibility to work from your preferred location within the Americas.
• Unlimited PTO: Encouragement to take 3–4 weeks of vacation Apply for this job