Senior Enterprise Customer Success & Strategic Partnerships Lead – APAC AI‑Powered Financial Services & SaaS Solutions – Driving Growth, Trust, and Regulatory Excellence at brighthush

About brighthush

brighthush is not just a SaaS vendor; we are the vanguard of AI‑driven compliance in the financial services ecosystem. Our mission is to empower banks, payment processors, fintech innovators, and other high‑risk organizations across the APAC region to detect, investigate, and neutralize fraud and regulatory risk in real time. By marrying cutting‑edge machine learning, predictive analytics, and an intuitive user experience, we deliver frictionless customer journeys that keep our clients ahead of ever‑evolving threats while preserving the trust that fuels their growth.

Founded on a culture of curiosity, collaboration, and relentless pursuit of excellence, brighthush has evolved from a niche compliance startup into a high‑growth, AI‑driven SaaS powerhouse. Our team is a vibrant mix of data scientists, regulatory experts, and customer‑success professionals who share a common passion: turning complex technology into tangible business value. We believe the future of finance is built on trust, transparency, and the ability to act on data with confidence.

Why This Role Matters

In the fast‑paced world of financial technology, the difference between a satisfied customer and a loyal advocate often hinges on the ability to translate complex solutions into clear, measurable outcomes. As the Senior Enterprise Customer Success & Strategic Partnerships Lead, you will be the bridge between our AI platform and the strategic objectives of our high‑profile enterprise accounts. You will own the entire customer lifecycle—from onboarding and adoption to renewal and expansion—ensuring every interaction delivers quantifiable value, deepens executive relationships, and fuels revenue growth for both the client and brighthush.

Beyond day‑to‑day tasks, you will shape the narrative of risk reduction, cost savings, and regulatory compliance that sets brighthush apart in a crowded market. Your insights will influence product development, marketing messaging, and the overall customer experience, making this role pivotal to our long‑term success.

Key Responsibilities

Customer Lifecycle Management

• Onboarding Excellence: Design and execute onboarding roadmaps for $500K+ ARR accounts, ensuring rapid time‑to‑value and seamless integration with client systems.
• Adoption & Engagement: Drive adoption through targeted training, best‑practice workshops, and proactive health checks, turning users into champions of our platform.
• Renewal & Expansion: Lead renewal negotiations, identify upsell and cross‑sell opportunities, and secure multi‑year contracts that reflect the true ROI of our solutions.

Value Realization & ROI Advocacy

• Quantify and communicate the financial impact of our solutions using data‑driven case studies that resonate with C‑suite stakeholders.
• Develop ROI calculators, dashboards, and executive summaries that translate technical metrics into business outcomes.
• Champion the narrative of risk reduction, cost savings, and regulatory compliance as key differentiators for our clients.

Executive Relationship Building

• Serve as the trusted advisor to senior leaders, facilitating strategic conversations and aligning our technology roadmap with their business objectives.
• Build and nurture relationships with C‑level executives, product owners, and compliance officers across multiple APAC markets.
• Act as the client’s voice within brighthush, ensuring their needs are reflected in product development and service delivery.

Cross‑Functional Collaboration

• Partner with Sales, Product, Engineering, and Support teams to deliver a cohesive customer experience.
• Translate customer insights into actionable product requirements, driving continuous improvement initiatives.
• Coordinate with Marketing to develop joint customer success stories, webinars, and thought‑leadership content.

Thought Leadership & Advocacy

• Represent brighthush at industry events, webinars, and client forums, positioning our brand as a thought leader in AI‑driven compliance.
• Contribute to whitepapers, case studies, and speaking engagements that showcase our expertise and success stories.
• Stay ahead of industry trends, regulatory changes, and emerging technologies to keep our clients informed and prepared.

Performance Metrics & Reporting

• Track key success indicators (NPS, churn, upsell, adoption rates) and present insights to internal stakeholders.
• Use data to drive continuous improvement, identify risk factors, and forecast renewal and expansion opportunities.
• Provide transparent reporting to clients, reinforcing trust and demonstrating ongoing value.

Key Success Metrics

• Customer NPS score of 70+ for managed accounts.
• Renewal rate of 90%+ and expansion revenue of 30%+ YoY.
• Adoption rate of 80%+ for new features within the first 90 days.
• Reduction in client‑reported incidents by 25% through proactive engagement.

Essential Qualifications

• Minimum 5 years of experience in customer‑facing roles within B2B enterprise software (Customer Success, Engagement Management, Delivery/Project Management).
• Proven track record managing high‑value accounts (> $500K ARR) and driving revenue growth through upsell and cross‑sell opportunities.
• Deep understanding of SaaS delivery models, subscription economics, and renewal processes.
• Exceptional communication skills with the ability to articulate complex technical concepts to C‑suite executives.
• Hands‑on proficiency with AI and data analytics tools (Python, SQL, Tableau, or similar). Experience with fraud‑prevention or compliance technology is a plus.
• Strong analytical mindset, comfortable working with data to derive actionable insights.
• Fluency in English; additional languages (Mandarin, Bahasa Malaysia, Thai, etc.) are highly valued in the APAC market.

Preferred Qualifications

• Experience in the financial services industry, particularly with banks, payment processors, or fintechs.
• Background in risk management, AML, or fraud detection technologies.
• Prior exposure to AI‑driven product development cycles and agile methodologies.
• Demonstrated ability to lead cross‑regional teams or manage clients across multiple APAC markets.
• Professional certifications such as Certified Customer Success Manager (CCSM) or Project Management Professional (PMP).

Core Skills & Competencies

• Strategic Thinking: Ability to align technology solutions with long‑term business goals.
• Relationship Management: Proven skill in building trust with senior stakeholders and navigating complex organizational structures.
• Data‑Driven Decision Making: Comfortable using metrics to guide strategy and measure success.
• Problem Solving: Creative approach to overcoming obstacles and delivering innovative solutions.
• Project Management: Strong organizational skills, with a track record of delivering projects on time and within budget.
• Adaptability: Thrives in a fast‑paced, evolving environment and can pivot quickly when priorities shift.
• Collaboration: Works seamlessly with cross‑functional teams, fostering a culture of shared success.

Career Growth & Learning Opportunities

At brighthush, we believe that the growth of our people is the foundation of our success. As the Senior Enterprise Customer Success & Strategic Partnerships Lead, you will have access to a wealth of professional development resources, including:

• Mentorship from senior leaders in Customer Success, Product, and Sales.
• Regular training on emerging AI technologies, compliance regulations, and industry best practices.
• Opportunities to lead high‑impact projects, such as global rollout initiatives or product roadmap sessions.
• Clear career pathways to roles such as Director of Customer Success, Head of Enterprise Partnerships, or VP of Customer Experience.
• Participation in industry conferences, webinars, and speaking engagements to build your personal brand.

Work Environment & Culture at brighthush

Remote‑First, Global Team: Work from anywhere in Malaysia (or across APAC) with a fully remote setup that supports flexible hours and a healthy work‑life balance.

Inclusive & Collaborative: Our culture is built on mutual respect, open communication, and a shared commitment to innovation. We celebrate diverse perspectives and encourage every team member to contribute ideas that shape our future.

Innovation‑Driven: You will be part of a fast‑moving organization that constantly pushes the boundaries of AI and compliance technology. Your insights will directly influence product development and customer strategy.

Impact‑Focused: Every day, you’ll see the tangible difference your work makes in protecting institutions from fraud and ensuring regulatory compliance.

Compensation, Perks & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior customer success roles.
• Performance‑based bonuses tied to customer satisfaction, renewal rates, and upsell targets.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conference attendance.
• Flexible work arrangements and a fully remote environment.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are a strategic, data‑driven, and customer‑centric professional ready to take on a pivotal role in a rapidly growing AI‑powered compliance company, we want to hear from you. Please submit your resume and a brief cover letter outlining why you are the ideal fit for the Senior Enterprise Customer Success & Strategic Partnerships Lead position at brighthush. Join us in shaping the future of financial security across the APAC region.