Senior Enterprise Customer Success Manager – Merchant Growth & Retention Specialist – Remote (USA)

About brighthush

brighthush is a pioneering fintech SaaS platform that empowers merchants and software vendors to slash payment processing costs while unlocking new revenue streams. Founded in 2020, we have evolved from a lean startup into a vibrant team of 11‑50 innovators headquartered in San Francisco, California. Our mission is simple yet transformative: to give every U.S. retailer the tools they need to recover every dollar they are entitled to, turning complex payment ecosystems into seamless, profitable experiences.

As a remote‑first organization, brighthush thrives on flexibility, collaboration, and a culture that celebrates data‑driven decision making. We believe that our people are our greatest asset, and we invest heavily in their professional growth, well‑being, and the technology that fuels their success. If you are passionate about fintech, thrive in a fast‑paced environment, and want to make a tangible impact on merchants across the country, brighthush is the place for you.

Why Join brighthush?

• Remote‑First, Global Reach: Work from anywhere in the United States while collaborating with a diverse, cross‑functional team that spans product, engineering, sales, and marketing.
• Impact‑Driven Role: Own a portfolio of enterprise merchants, directly influencing their growth, retention, and overall satisfaction with our platform.
• Career Growth: Accelerate your career trajectory with mentorship from senior leaders, access to industry conferences, and a clear path to leadership roles within Customer Success or Product Management.
• Learning & Development: Participate in quarterly learning sessions, hackathons, and a generous budget for certifications, courses, and conferences.
• Competitive Compensation & Perks: Base salary, performance bonuses, equity, comprehensive health benefits, unlimited PTO, and a stipend for home‑office equipment.

Key Responsibilities

As the Senior Enterprise Customer Success Manager at brighthush, you will be the trusted advisor for a portfolio of mid‑market to enterprise merchants. Your day‑to‑day activities will revolve around ensuring that each merchant derives maximum value from our platform, leading to renewals, expansions, and advocacy.

• Quarterly Business Review (QBR) Ownership: Own the end‑to‑end QBR process for your book. This includes scheduling, coordinating cross‑functional stakeholders, researching performance metrics, building compelling decks, leading the conversation, and driving actionable follow‑ups. Your QBRs will be the primary touchpoint where merchants see the tangible ROI of brighthush.
• Structured Check‑Ins: Conduct lighter‑cadence, health‑check meetings that focus on account vitality and relationship strength. By surfacing issues early, you prevent escalations and maintain a proactive service mindset.
• Renewal & Expansion Conversations: Lead renewal discussions that weave together program performance insights, data‑driven savings, and a clear terms negotiation. Simultaneously, identify expansion opportunities, screen feasibility with Solutions Architecture, and hand off to Professional Services for implementation.
• Retention Management: Spot at‑risk accounts through data signals and proactive outreach. Own the conversation that addresses concerns, crafts resolution plans, and shepherds them to closure.
• Inbox & Ticket Triage: Own your queue of merchant requests. Prioritize, respond with clarity, and route to the appropriate internal team. Your responsiveness is a cornerstone of merchant satisfaction.
• Account Management & Support: Provide expert guidance on program functionality, conduct discovery sessions for complex issues, and ensure a smooth resolution loop.
• Merchant Projects & Technical Implementation: Lead non‑expansion technical initiatives, from discovery to handover. Collaborate with engineering and product to ensure seamless delivery.
• Documentation & System Hygiene: Record every merchant interaction in Salesforce and Jira. Keep dashboards, trackers, and reporting tools up to date, ensuring leadership has real‑time visibility into portfolio health.
• Data‑Driven Insights: Contribute to the creation of portfolio health dashboards, identify trends, and recommend process improvements to senior leadership.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, or Relationship Management, with at least 1 year managing mid‑market to enterprise accounts in a B2B SaaS environment.
• Proven track record of owning commercial (contract) discussions, renewals, and retention initiatives.
• Hands‑on experience with AI tools—comfortable building workflows, managing agents, and leveraging AI to streamline daily tasks.
• Exceptional written and verbal communication skills; able to lead conversations with both business and technical stakeholders and simplify complex concepts.
• Self‑starter mindset: prioritize your own portfolio, balance proactive and reactive demands, and take initiative without waiting for direction.
• Proficiency with CRM and customer success tooling (Salesforce or similar). Comfortable maintaining clean, accurate records independently.
• Based in or near the New York City area, with the ability to travel for periodic in‑person meetings with CS Leadership.
• Legally authorized to work in the United States.

Preferred Qualifications & Skills

• Experience in B2B SaaS, fintech, or payments—especially within merchant services or a regulated, complex product environment.
• Familiarity with APIs, webhooks, or technical integrations at a conceptual level.
• Background in early‑stage startup environments, building processes alongside a growing team.
• Knowledge of payment processing, merchant acquisition, and the regulatory landscape.
• Experience with data analytics tools (e.g., Tableau, Looker) and a strong analytical mindset.
• Demonstrated ability to collaborate cross‑functionally with Product, Engineering, and Sales teams.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture and translate data into actionable strategies that drive merchant growth.
• Relationship Building: Proven talent for building trust with C‑level executives and technical leads alike.
• Project Management: Skilled at juggling multiple initiatives, setting clear milestones, and delivering on time.
• Analytical Acumen: Comfortable working with large datasets, extracting insights, and presenting findings in a compelling narrative.
• Adaptability: Thrive in a fast‑moving environment where priorities shift quickly and new challenges arise daily.
• Customer‑Centric Mindset: Passionate about delivering exceptional service and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, we nurture talent from the ground up. As a Senior Enterprise Customer Success Manager, you will have a clear trajectory to senior leadership roles:

• Senior Customer Success Manager – Lead larger portfolios and mentor junior CS staff.
• Director of Customer Success – Oversee multiple teams, shape CS strategy, and influence product roadmap.
• Vice President of Customer Success – Drive company‑wide customer experience initiatives and partner with executive leadership.

Additionally, cross‑functional opportunities in Product Management, Sales Engineering, or Solutions Architecture are available for those who wish to broaden their skill set. We encourage you to take advantage of our quarterly learning sessions, hackathons, and generous budget for certifications, courses, and industry conferences.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and continuous improvement. Our remote‑first culture means you can work from anywhere in the United States, but we also value face‑to‑face interactions. We host quarterly all‑hands meetings, virtual happy hours, and team‑building events that keep our community connected. Diversity, equity, and inclusion are not buzzwords for us—they are the pillars that guide every decision we make.

We celebrate data‑driven decision making, encourage experimentation, and reward innovative thinking. Whether you’re troubleshooting a complex merchant issue or proposing a new feature, your voice matters.

Compensation, Perks, and Benefits

• Competitive Base Salary & Equity: Earn a market‑competitive salary plus equity that grows with the company.
• Performance Bonuses: Share in the success of the organization through quarterly and annual bonuses.
• Health & Wellness: Full medical, dental, and vision coverage, plus a wellness stipend.
• Unlimited Paid Time Off: Take the time you need to recharge—our culture trusts you to manage your workload responsibly.
• Home‑Office Stipend: Receive a monthly allowance to set up a productive remote workspace.
• Professional Development: Annual budget for certifications, courses, and industry conferences.
• Team Culture: Regular virtual happy hours, quarterly all‑hands meetings, and a commitment to diversity, equity, and inclusion.

How to Apply

If you are ready to take ownership of merchant success, drive measurable growth, and thrive in a fast‑moving fintech environment, we want to hear from you. Submit your application through our careers portal and join the brighthush team in redefining the future of payment processing.

We look forward to exploring how your expertise can help merchants unlock their full potential with brighthush.