Senior Enterprise Customer Success Manager – Credit Union & FinTech Solutions – Remote, High‑Impact Growth Champion – Driving Member Success & Financial Inclusion at brighthush

Why brighthush?

At brighthush, we’re not just building software – we’re reshaping the way community‑based financial institutions empower their members. Our cloud‑native platform gives credit unions the agility of a FinTech startup while preserving the trust, transparency, and member‑centric values that define them. If you’re passionate about financial inclusion, thrive in a fast‑moving environment, and want to make a tangible difference for millions of Americans, brighthush is the place to bring your expertise to life.

About the Role

As a Senior Enterprise Customer Success Manager, you will be the strategic partner and operational champion for a portfolio of 12–15 mid‑market credit union accounts, each worth $100K–$300K in annual recurring revenue. Your mission is to guide these complex, relationship‑driven customers from executive onboarding through to long‑term adoption, measurable value, and sustainable expansion. You’ll blend tactical execution—working hand‑in‑hand with our Implementation Engineers—to solve technical challenges, with strategic partnership—advising executives on unlocking scalable value and aligning product roadmaps.

This is a fully remote role open to US‑based candidates, with a modest travel requirement of approximately 15% for key QBRs, onboarding workshops, and executive meetings.

Key Responsibilities

• Portfolio Ownership (Months 1–3) – Assume full responsibility for a book of 12–15 accounts, including several large customers in active onboarding. Build deep relationships with executive sponsors and day‑to‑day contacts.
• Executive Onboarding Leadership – Own the executive onboarding portion of implementations. Ensure stakeholders are aligned on goals, success metrics, and the roadmap for adoption.
• Adoption & Expansion Champion – Drive adoption of core product capabilities, identify early signals of expansion, and collaborate with sales to surface qualified opportunities.
• Cross‑Functional Collaboration – Partner with product, support, and implementation teams to solve customer challenges, influence roadmap priorities, and deliver measurable outcomes.
• High‑Impact Reviews – Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), both onsite and virtual, presenting data‑driven insights into performance and growth opportunities.
• Relationship Depth – Establish “3 wide, 3 deep” relationships across each account, ensuring you have influence at multiple levels of the organization.
• Data‑Driven Insight Generation – Leverage customer data to surface actionable insights that drive adoption, executive alignment, and expansion.
• Growth & Expansion – Work closely with Account Executives to generate net‑new opportunities through referrals and upsell initiatives, targeting 4–5 qualified expansion opportunities within 6 months and 8+ within 9 months.
• Thought Leadership – Position yourself as a trusted advisor, challenging assumptions when necessary, and providing root‑cause analysis before recommending solutions.

Success Metrics

• Onboard 100% of in‑flight customers within the first 6 months.
• Achieve a Net Promoter Score (NPS) of 70+ across your portfolio.
• Drive a 20% increase in product adoption rates within 12 months.
• Secure 8+ expansion opportunities, contributing at least 15% of total ARR growth.
• Maintain a customer churn rate below 2% for your accounts.

Essential Qualifications

• 5+ years of experience as a Customer Success Manager or in a high‑impact customer‑facing role within SaaS, FinTech, or consulting.
• Proven track record managing a book of 10–20 complex B2B accounts with six‑figure ARR each.
• Executive presence and the ability to guide senior stakeholders through onboarding and strategic reviews.
• Strong commercial acumen with a history of identifying and driving expansion opportunities.
• Technical fluency and the ability to translate product capabilities into tangible business value.
• Experience working with regulated financial services or adjacent industries is highly preferred.
• Willingness to travel up to 15% for QBRs, workshops, and executive meetings.

Preferred Qualifications

• Background in credit union operations, lending, or member services.
• Experience with data‑driven customer success platforms (e.g., Gainsight, Totango).
• Knowledge of financial regulations such as GLBA, FDIC, or state‑level credit union compliance.
• Proficiency in SQL or data analysis tools to extract actionable insights.
• Previous experience in a high‑growth startup environment.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Relationship Management – Build trust with executive sponsors and day‑to‑day users alike.
• Problem Solving – Diagnose complex issues, propose data‑backed solutions, and drive resolution.
• Communication – Articulate insights clearly to both technical and non‑technical audiences.
• Collaboration – Work seamlessly with product, engineering, support, and sales teams.
• Adaptability – Thrive in ambiguous environments, pivoting quickly while maintaining focus.
• Ownership & Bias to Action – Take initiative, drive projects forward, and hold yourself accountable.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Enterprise CSM, you will:

• Progress to a Director of Customer Success role, overseeing a larger portfolio and shaping strategy.
• Lead cross‑functional initiatives that influence product development and market positioning.
• Participate in leadership training programs, mentorship, and industry conferences.
• Gain exposure to executive leadership, enhancing your strategic and business acumen.

Work Environment & Culture

Our culture is built on high trust, high accountability, and a relentless focus on progress over perfection. We empower our CSMs to own their portfolios while fostering collaboration across teams. The environment is:

• Remote‑First – Work from anywhere in the US with flexible hours.
• High‑Energy – A fast‑paced, results‑driven atmosphere where ideas are welcomed.
• Inclusive – We celebrate diversity and ensure every voice is heard.
• Growth‑Oriented – Continuous learning is embedded in our processes.
• Community‑Focused – Twice‑annual off‑sites bring the team together in inspiring locations.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior CSM roles.
• Performance‑based bonuses tied to customer success metrics.
• Equity options, giving you a stake in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off (PTO) and a generous work‑trip budget.
• Home office stipend to create an optimal remote workspace.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you are ready to join a mission‑driven company that is transforming the credit union landscape, we encourage you to apply. Please submit your resume, a cover letter highlighting your relevant experience, and any portfolio or case studies that demonstrate your impact in customer success.

Closing

At brighthush, you will have the opportunity to shape the future of financial inclusion, work with a passionate team, and drive measurable value for our customers. If you are a resilient, data‑driven, and strategically minded professional who thrives in a high‑growth environment, we want to hear from you. Join us at this pivotal moment and help us deliver transformative value to credit unions across the country.