Senior Head of Customer Success – Payments & Embedded Accounts, Leading FinTech Innovation at brighthush

About brighthush

brighthush is a trailblazing fintech firm that empowers the gaming and digital entertainment ecosystem with secure, compliant, and scalable money‑movement solutions. By marrying cutting‑edge technology with deep regulatory expertise, we enable game developers, publishers, and esports platforms to offer seamless in‑game purchases, real‑time payouts, and embedded financial services to millions of users worldwide. Our mission is to democratise access to financial infrastructure, ensuring that every player can transact safely, instantly, and with confidence.

At brighthush, we celebrate curiosity, collaboration, and a relentless drive to solve complex problems. Our remote‑first culture brings together talented professionals from across the United Kingdom and beyond, fostering an environment where ideas flourish and career growth is a shared priority. Whether you’re a seasoned leader or an emerging specialist, you’ll find a place at brighthush where your expertise is valued and your impact is tangible.

Role Overview

We are seeking an experienced, visionary Head of Customer Success – Payments & Embedded Accounts to lead our customer‑centric function and ensure that every client receives world‑class support, guidance, and value from our platform. In this senior leadership role, you will shape the strategy, build a high‑performing team, and collaborate closely with product, engineering, sales, and compliance to deliver an exceptional customer experience that drives retention, upsell, and advocacy.

As the custodian of our customer journey, you will own the entire lifecycle from onboarding to renewal, championing a proactive, data‑driven approach to success. Your technical fluency with APIs, deep understanding of regulated financial infrastructure, and commercial acumen will be essential to navigate the complexities of the payments landscape and to translate customer needs into actionable insights for our product roadmap.

Key Responsibilities

• Strategic Leadership: Design and execute a comprehensive customer success strategy that aligns with brighthush’s growth objectives and regulatory commitments.
• Team Building & Development: Recruit, mentor, and retain a diverse team of Customer Success Managers, Technical Success Specialists, and Support Engineers, fostering a culture of continuous learning and high performance.
• Customer Lifecycle Management: Oversee end‑to‑end customer engagement, ensuring smooth onboarding, adoption, and expansion across our embedded accounts and payment solutions.
• Retention & Growth: Implement proactive retention programs, upsell and cross‑sell initiatives, and customer health scoring to maximize lifetime value.
• Incident & Risk Management: Lead enterprise incident response, coordinate with engineering and compliance to resolve critical issues swiftly, and develop post‑mortem processes to prevent recurrence.
• Data‑Driven Insights: Leverage analytics to monitor key performance indicators (KPIs), generate actionable reports, and present findings to executive leadership.
• Stakeholder Collaboration: Partner with Product, Engineering, Sales, and Compliance to shape feature development, pricing models, and regulatory updates based on customer feedback.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences, positioning the company as a trusted partner in the fintech ecosystem.
• Process & Tool Optimization: Continuously refine customer success workflows, adopt new technologies, and streamline communication channels to enhance efficiency.
• Compliance & Security Oversight: Ensure all customer interactions adhere to regulatory standards (PSD2, AML/KYC, GDPR) and internal security protocols.

Essential Qualifications

• 7–10+ years of progressive experience in payments, fintech, or embedded finance, with a proven track record in customer success or post‑sales leadership.
• Deep knowledge of regulated financial infrastructure, including PSD2, AML/KYC, and data protection regulations.
• Strong technical competence with APIs, SDKs, and integration workflows; ability to translate technical concepts for non‑technical stakeholders.
• Demonstrated success in building and scaling customer success functions in high‑growth, technology‑driven environments.
• Exceptional commercial fluency: experience in driving revenue growth, managing renewals, and negotiating enterprise contracts.
• Proficiency in incident management, root‑cause analysis, and continuous improvement methodologies.
• Excellent communication skills in English, with the ability to influence cross‑functional teams and external partners.
• Leadership experience: managing teams of 10+ people, setting OKRs, and fostering a culture of accountability and innovation.

Preferred Qualifications

• Experience working with gaming or digital entertainment clients, understanding their unique payment flows and user engagement patterns.
• Background in API‑first product development or experience as a technical account manager.
• Knowledge of emerging payment technologies such as real‑time payments, open banking, and cryptocurrency compliance.
• Advanced data analytics skills: proficiency with SQL, Tableau, or similar BI tools.
• Previous remote‑first leadership experience, with a proven ability to build cohesive teams across distributed locations.

Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable customer success plans.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Analytical Thinking: Strong data literacy to derive insights and drive decisions.
• Technical Fluency: Comfortable navigating API documentation, integration flows, and technical troubleshooting.
• Leadership & Coaching: Skilled at motivating teams, providing constructive feedback, and nurturing talent.
• Project Management: Expertise in managing multiple initiatives, prioritizing tasks, and meeting deadlines.
• Regulatory Awareness: Up‑to‑date knowledge of financial regulations and compliance best practices.
• Communication: Clear, concise, and persuasive communication across all levels.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As Head of Customer Success, you will:

• Lead cross‑functional initiatives that shape the future of fintech, giving you exposure to product strategy, engineering, and compliance.
• Mentor and coach a high‑potential team, building leadership skills that prepare you for executive roles.
• Participate in industry forums, conferences, and hackathons, expanding your network and staying at the forefront of payment innovation.
• Access continuous learning resources, including paid certifications in project management, data analytics, and regulatory compliance.
• Benefit from a flexible work environment that supports work‑life balance and encourages creative problem‑solving.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and agility. Our remote‑first model empowers employees to work from anywhere in the United Kingdom, while regular virtual town halls and team‑building activities keep us connected. We value:

• Innovation: Encouraging experimentation and rapid iteration.
• Diversity & Inclusion: Celebrating diverse perspectives and fostering an inclusive workplace.
• Accountability: Holding ourselves to high standards of performance and integrity.
• Well‑being: Offering flexible schedules, mental health resources, and wellness programs.

Compensation & Benefits

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

• Base salary commensurate with senior leadership roles in fintech.
• Performance‑based bonuses tied to customer retention, expansion, and team metrics.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health insurance, including dental and vision coverage.
• Generous paid time off, parental leave, and flexible working arrangements.
• Professional development stipend and access to industry conferences.
• Well‑being initiatives such as virtual fitness classes, mindfulness sessions, and mental health support.

How to Apply

Ready to lead the next wave of customer success in fintech? Submit your resume, a cover letter outlining your relevant experience, and any portfolio or case studies that demonstrate your impact. We look forward to exploring how your expertise can help brighthush continue to redefine payments for the gaming industry.