Senior Enterprise Customer Success Manager – Strategic Account Leadership & Growth Champion in Financial Services & Risk Management
About brighthush
brighthush is a forward‑thinking technology partner that empowers financial institutions to navigate the ever‑evolving landscape of risk, compliance, and market intelligence. By combining advanced data science, real‑time monitoring, and actionable insights, we help banks, credit unions, lenders, mortgage servicers, and collection agencies transform uncertainty into a strategic advantage. Our platform is engineered on a foundation of rigorous security, industry‑leading analytics, and an unwavering commitment to customer success.
Why brighthush?
At brighthush, we believe the future of finance is built on transparency, speed, and collaboration. Our team is a vibrant mix of data scientists, product innovators, and customer success leaders who thrive on solving high‑impact problems. We champion a culture of continuous learning, open communication, and mutual respect. If you’re passionate about driving measurable business outcomes, enjoy working in a fast‑paced, cross‑functional environment, and want to make a tangible difference for our clients, brighthush is the place for you.
Role Overview
As a Senior Enterprise Customer Success Manager at brighthush, you will be the linchpin between our clients and the entire organization. You will own the end‑to‑end customer journey for our most strategic accounts, ensuring that they not only retain our solutions but also unlock new value through upsells and cross‑sell opportunities. Your deep understanding of financial services, combined with your ability to translate complex data into actionable insights, will enable you to build lasting relationships with senior decision‑makers and drive sustainable revenue growth.
Key Responsibilities
- Retention & Renewal Leadership: Own the renewal process for a portfolio of high‑value accounts, setting proactive strategies, negotiating contract terms, and collaborating with Sales, Legal, and Finance to safeguard recurring revenue.
- Strategic Account Planning: Develop customized success plans for each major client, aligning with their business priorities, adoption metrics, and risk appetite. Coordinate cross‑functional teams to deliver on these plans.
- Customer Health Monitoring: Implement robust health scoring models, identify early warning signs, and execute mitigation plans that involve Product, Engineering, and Operations to protect relationships.
- Growth & Upsell Enablement: Partner with Sales to uncover expansion opportunities, leveraging your deep knowledge of client workflows and unmet needs to shape compelling value propositions.
- Executive Engagement: Build trust with C‑suite and senior stakeholders, leading quarterly business reviews that showcase ROI, highlight success stories, and outline future roadmaps.
- Onboarding & Implementation Oversight: Guide new clients through a seamless onboarding journey, ensuring rapid adoption and early value realization.
- Product Feedback Loop: Capture customer pain points and feature requests, translating them into actionable insights for Product and Engineering to enhance the platform.
- Education & Enablement: Design and deliver tailored training programs that align platform capabilities with client bankruptcy workflows and business objectives.
- Issue Resolution: Serve as the primary point of contact for escalated service issues, coordinating with relevant teams to achieve timely, satisfactory resolutions.
- Team Leadership: Mentor and coach junior Customer Success associates, setting clear expectations, fostering a culture of accountability, and driving continuous improvement.
- Process Optimization: Continuously evaluate and refine internal processes, tools, and workflows to increase efficiency and elevate the customer experience.
Essential Qualifications
- Minimum 5 years of experience in Customer Success, Enterprise Account Management, or Strategic Account Leadership within the financial services sector.
- Proven track record of managing large, complex portfolios with measurable success in retention, renewal, and expansion.
- Deep understanding of regulated financial environments, including banking, lending, mortgage servicing, and collections.
- Strong commercial acumen: ability to develop renewal strategies, negotiate contracts, and collaborate with Sales and Legal on complex deals.
- Exceptional analytical skills: proficiency in using data to forecast trends, identify risks, and uncover growth opportunities.
- Advanced communication and influence skills, capable of engaging senior leaders across matrixed organizations.
- Experience with B2B SaaS platforms, customer success tools (e.g., Salesforce, HubSpot), and data analytics.
- Bachelor’s degree in Business, Finance, or a related field (preferred).
Preferred Qualifications
- Experience in bankruptcy, collections, or consumer lending product lines.
- Background in data science or analytics, with the ability to translate complex datasets into business insights.
- Prior exposure to building and scaling customer success teams in a high‑growth environment.
- Knowledge of regulatory frameworks such as Basel III, Dodd‑Frank, or GDPR.
- Fluency in multiple languages is a plus for serving our global client base.
Skills & Competencies
- Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
- Relationship Building: Proven skill in cultivating trust with C‑suite and operational leaders.
- Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and predictive analytics.
- Project Management: Skilled at coordinating cross‑functional initiatives and driving them to completion.
- Adaptability: Thrives in a fast‑changing environment and can pivot quickly when priorities shift.
- Customer‑Centric Mindset: Passionate about delivering exceptional value and exceeding expectations.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. You will have access to:
- Structured mentorship programs with senior leaders across Product, Engineering, and Sales.
- Regular training sessions on industry trends, regulatory updates, and advanced analytics techniques.
- Opportunities to lead cross‑functional projects, positioning you for future leadership roles.
- Participation in global conferences, webinars, and industry forums to expand your network and expertise.
Work Environment & Culture
Our culture is built on collaboration, transparency, and a shared commitment to customer success. You’ll work in a hybrid setting that balances remote flexibility with in‑office collaboration. Our core values—Integrity, Innovation, Impact, and Inclusion—guide everything we do. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving.
Compensation & Benefits
While the base salary range for this role is $90,000 – $110,000 (US‑based, remote), we also offer a comprehensive benefits package that includes:
- Competitive health, dental, and vision insurance.
- 401(k) plan with company match.
- Generous paid time off and flexible holiday policy.
- Professional development stipend and tuition reimbursement.
- Equity options for eligible employees.
- Wellness programs, including virtual fitness classes and mental health resources.
Why Join brighthush?
When you join brighthush, you become part of a mission‑driven team that is reshaping how financial institutions manage risk and compliance. You’ll have the chance to:
- Work with cutting‑edge technology that directly impacts millions of customers worldwide.
- Collaborate with experts across data science, product, and engineering to solve real‑world problems.
- Drive tangible business outcomes for high‑profile clients, earning recognition and career advancement.
- Enjoy a supportive, inclusive workplace that values work‑life balance and personal growth.
Ready to Make an Impact?
If you’re a seasoned Customer Success professional with a passion for financial services, a knack for building strategic relationships, and a drive to deliver measurable results, we want to hear from you. Join brighthush and help our clients turn risk into opportunity.