Senior Mid‑Market Customer Success Manager – Championing Strategic Growth, Client Advocacy, and Regulatory Excellence in the Financial Services Landscape for brighthush

About brighthush

brighthush is a pioneering force in integrated risk‑management and compliance technology, empowering banks, credit unions, and fintech innovators to navigate an ever‑shifting regulatory landscape with confidence and clarity. With a portfolio that spans more than 5,000 financial partners across the United States, we blend deep industry expertise with cutting‑edge SaaS solutions to deliver measurable business outcomes. Our culture is built on relentless innovation, cross‑functional collaboration, and an unwavering focus on customer success—values that have earned us recognition as an eight‑time Inc. 5000 Fastest Growing Company and a consistent “Best Places to Work” honoree.

As a member of the brighthush family, you will join a team of passionate professionals dedicated to strengthening the financial services sector through thought leadership, product excellence, and a commitment to creating lasting value for our clients.

Why brighthush?

At brighthush, we believe that a thriving business starts with a thriving people strategy. We offer:

• Fast‑paced, collaborative work environment that rewards creativity and initiative.
• Clear career pathways with mentorship, training, and cross‑functional exposure.
• Work‑life balance supported by flexible schedules, remote options, and generous paid time off.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Access to industry conferences, certifications, and continuous learning resources.

Role Overview

The Senior Mid‑Market Customer Success Manager is the trusted advisor for a portfolio of strategic and growth clients. You will champion the end‑to‑end post‑sales journey, ensuring that each account realizes the full value of our solutions while driving retention, expansion, and advocacy. Your strategic insight, analytical rigor, and relationship‑building prowess will be pivotal in shaping the future of our clients and, by extension, the broader financial ecosystem.

Key Responsibilities

• Lead the end‑to‑end post‑sales journey for each account, from kickoff and adoption to renewal and advocacy.
• Develop and execute comprehensive account plans that align with client business objectives and our product roadmap.
• Conduct quarterly business reviews (QBRs) with C‑suite stakeholders, presenting insights, performance metrics, and growth opportunities.
• Collaborate cross‑functionally with Product, Sales, Support, and Implementation teams to surface customer feedback and influence product enhancements.
• Identify and mitigate risk by proactively addressing adoption gaps, compliance challenges, and emerging regulatory requirements.
• Track key performance indicators such as Net Promoter Score, renewal rates, upsell revenue, and product usage to measure success.
• Serve as the voice of the customer within the organization, ensuring that client needs are reflected in strategic decisions.
• Mentor and coach junior Customer Success team members, fostering a culture of continuous improvement.
• Leverage data analytics to uncover trends, forecast renewal probabilities, and recommend proactive engagement strategies.
• Act as a subject matter expert on regulatory frameworks (Basel III, FFIEC, PCI‑DSS) and translate them into actionable client guidance.
• Drive cross‑team initiatives that improve onboarding speed, reduce churn, and increase product adoption.
• Maintain a deep understanding of industry trends, competitor offerings, and emerging regulatory changes to keep clients ahead of the curve.

Essential Qualifications

• Minimum of 3 years in Customer Success, Account Management, Business Development, or a client‑facing role within the financial services industry.
• Proven experience managing complex, multi‑divisional, multi‑geographical accounts.
• Track record of building and maintaining relationships with C‑suite executives.
• Strong analytical mindset—comfortable with quantitative data, qualitative insights, and translating both into actionable recommendations.
• Excellent communication skills, both written and verbal, with the ability to craft compelling presentations and executive‑level reports.
• Self‑motivated, results‑driven, and adept at juggling multiple priorities in a fast‑moving environment.
• Proficiency in Microsoft Office (PowerPoint, Excel, Word) and a willingness to learn new tools and platforms.
• Passion for building great products and delivering outstanding customer experiences.
• Experience with SaaS product adoption and renewal processes.
• Knowledge of regulatory frameworks such as Basel III, FFIEC, or PCI‑DSS.
• Background in risk management, compliance, or financial technology.
• Certifications in Customer Success Management (CSM), Project Management (PMP), or Compliance (CFA, CPA) are a plus.

Preferred Qualifications

• Experience with data‑driven customer success platforms (e.g., brighthush, brighthush).
• Previous exposure to the mid‑market banking segment or credit union ecosystem.
• Demonstrated ability to influence product strategy through customer insights.
• Experience leading cross‑functional teams in a high‑growth environment.
• Fluency in additional languages is a bonus for serving diverse client bases.

Skills & Competencies

Success at brighthush requires a blend of technical, interpersonal, and strategic skills:

• Strategic Thinking: Ability to see the big picture and translate client goals into actionable plans.
• Relationship Management: Building trust with stakeholders at all levels.
• Problem Solving: Quickly diagnosing issues and proposing effective solutions.
• Data Literacy: Interpreting dashboards, metrics, and trends to inform decisions.
• Collaboration: Working seamlessly across product, sales, support, and engineering.
• Adaptability: Thriving in a dynamic environment with evolving priorities.
• Customer‑Centric Mindset: Prioritizing the client’s success above all else.
• Presentation & Storytelling: Communicating complex data in a clear, engaging manner.
• Negotiation & Influence: Guiding conversations that lead to mutually beneficial outcomes.

Career Growth & Development

At brighthush, we invest in your professional growth:

• Structured onboarding program that immerses you in our product suite, industry knowledge, and internal processes.
• Regular coaching and performance reviews to help you set and achieve career goals.
• Opportunities to transition into senior Customer Success, Product Management, or Sales Leadership roles.
• Access to industry conferences, certifications, and continuous learning resources.
• Internal mobility program that encourages cross‑functional movement and skill diversification.
• Annual leadership development workshops and mentorship circles.
• Clear progression path: Associate → Senior → Lead → Director → VP.

Work Environment & Culture

Our culture is defined by:

• Innovation: Encouraging experimentation and rewarding creative problem‑solving.
• Collaboration: Open communication channels and a flat hierarchy that values every voice.
• Inclusivity: A diverse workforce that reflects the communities we serve.
• Wellness: Programs that support mental, physical, and financial well‑being.
• Community: Regular volunteer days, team retreats, and social events that build camaraderie.
• Recognition: Employee of the Month, peer‑to‑peer shout‑outs, and milestone celebrations.
• Hybrid work model with flexible hours to accommodate personal and professional commitments.

Compensation & Benefits

While the exact compensation package will be tailored to your experience and qualifications, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits suite that includes:

• Health, dental, and vision insurance with generous coverage options.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Employee stock purchase plan to share in the company’s growth.
• Annual wellness stipend and on‑site fitness classes.
• Comprehensive parental leave policy and family support resources.

How to Apply

Ready to make a tangible impact on the financial services industry? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can help brighthush continue to set the standard for risk‑management and compliance solutions.