Senior Mid‑Market Customer Success Manager – Driving Retention, Expansion, and Strategic Growth for FinTech Leaders at brighthush – Remote‑First, Cloud‑Native Finance Platform

Welcome to brighthush – Where Finance Meets Innovation

At brighthush, we’re not just building a fintech platform; we’re redefining how small and midsize businesses manage their entire financial ecosystem. By unifying accounts payable, accounts receivable, spend, and expense management into a single, cloud‑native experience, we empower companies to focus on what truly matters: growth, innovation, and customer delight. Our mission is to replace fragmented legacy systems with intelligent automation that delivers measurable ROI and drives sustainable success.

Why Join brighthush?

As a remote‑first organization with vibrant hubs in San Jose, CA and Draper, UT, brighthush offers the flexibility of working from anywhere while fostering a collaborative culture that thrives on purpose, curiosity, and relentless problem‑solving. If you’re passionate about shaping the future of finance, enjoy fast‑paced environments, and want to make a tangible impact on real businesses, brighthush is the place for you.

Role Overview

The Senior Mid‑Market Customer Success Manager (CSM) is the linchpin of our expansion engine. You will own a portfolio of complex mid‑market accounts, acting as the trusted advisor who aligns our product capabilities with each customer’s unique business objectives. Your deep technical knowledge, multi‑stakeholder relationship skills, and independent judgment will drive both retention and expansion, ensuring that every interaction moves the needle on Net Revenue Retention (NRR).

Why This Role Matters

In the FY27 strategy, the Post‑Sales organization is unifying AP/AR and Spend & Expense into a single customer journey. The Senior Mid‑Market CSM is the catalyst that translates product innovation into measurable outcomes for our customers and the company alike. Your work will directly influence the growth trajectory of our platform, the satisfaction of our clients, and the overall success of brighthush.

Key Responsibilities

• Portfolio Ownership – Manage a book of mid‑market accounts, serving as the single point of contact for all customer success initiatives. Develop in‑depth knowledge of each customer’s workflow, goals, risk profile, and strategic priorities.
• Proactive Retention – Anticipate churn risks, craft personalized success plans, and execute retention strategies with the autonomy to act independently when needed.
• Executive Business Reviews (EBRs) – Lead multi‑stakeholder EBRs that connect product adoption data to tangible business outcomes. Adapt agendas to each customer’s needs, and use these sessions to deepen relationships and uncover upsell opportunities.
• Expansion & Upsell – Identify, develop, and execute customized upsell plans tied directly to customer desired outcomes. Drive IPFX cross‑sell, subscription upsell, and transaction revenue growth to maximize portfolio NRR.
• Product Consultation – Provide tailored product guidance that goes beyond feature demos. Align brighthush’s full AP/AR and S&E capabilities to each customer’s goals, troubleshoot integrations, and recommend adoption strategies that deliver measurable ROI.
• Process Excellence – Set the standard for team process execution. Master the P.L.A.N. framework, maintain meticulous note‑taking, and meet all SLAs with zero exceptions while demonstrating proactive responsiveness.
• Issue Resolution – Resolve complex customer issues independently, using creative problem‑solving and cross‑functional collaboration. Escalate only when absolutely necessary, and always arrive with a clear recommendation.
• Data‑Driven Insight Generation – Leverage analytics tools (Salesforce, Gainsight, Tableau, etc.) to surface trends, forecast risks, and identify growth opportunities. Present findings in clear, actionable formats to both internal stakeholders and customers.
• Cross‑Functional Collaboration – Partner with Sales, Product, Engineering, and Support to ensure a seamless customer journey from onboarding to renewal. Advocate for customer needs in product road‑mapping sessions.
• Mentorship & Knowledge Sharing – Coach junior CSMs, share best practices, and contribute to the creation of playbooks, training modules, and internal knowledge bases.

Essential Qualifications

• 5–8 years of customer‑facing SaaS experience, with a proven track record of managing complex mid‑market accounts independently.
• Demonstrated ability to deliver on both retention and expansion metrics.
• Strong multi‑stakeholder relationship management skills; experience navigating competing priorities and leading Executive Business Reviews.
• Hands‑on experience with IPFX cross‑sell, subscription upsell, and transaction revenue growth.
• Deep product and integration knowledge; ability to align platform capabilities with customer goals and troubleshoot integrations.
• Excellent process discipline; proficiency in Salesforce, Gainsight, and other customer success tools.
• Exceptional written and verbal communication skills; comfortable presenting to C‑suite executives.
• Strong analytical acumen; comfortable interpreting usage metrics and financial KPIs.
• Proven ability to work effectively with sales, product, engineering, and support teams.
• Adaptability and resilience in a fast‑paced, constantly evolving environment.

Preferred Qualifications

• Experience in the financial services or fintech industry.
• Background in data‑driven decision making and analytics.
• Knowledge of AP/AR and spend/expense workflows.
• Experience leading cross‑functional initiatives and driving change.
• Certifications in Customer Success (CSM, CSAT, NPS) or related fields.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Communication – Exceptional written and verbal communication skills; comfortable presenting to C‑suite executives.
• Customer‑Centric Mindset – Passion for delivering value and delighting customers at every touchpoint.
• Analytical Acumen – Strong data literacy; comfortable interpreting usage metrics and financial KPIs.
• Collaboration – Proven ability to work effectively with sales, product, engineering, and support teams.
• Adaptability – Thrive in a fast‑paced, constantly evolving environment.
• Leadership – Ability to mentor, influence, and inspire peers and junior team members.
• Problem‑Solving – Creative, solution‑oriented mindset with a track record of resolving complex issues.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career progression. As a Senior Mid‑Market CSM, you’ll:

• Lead high‑impact initiatives that shape the future of our product roadmap.
• Mentor junior CSMs and share best practices across the organization.
• Participate in cross‑functional projects that broaden your skill set.
• Access a robust learning platform, including certifications, workshops, and industry conferences.
• Navigate clear pathways to leadership roles in Customer Success, Product Management, or Sales.
• Engage in quarterly innovation sprints that allow you to experiment with new ideas and drive measurable outcomes.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, collaboration, and transparency. Our culture is built on:

• Purpose‑Driven Work – Every project is tied to a real business outcome.
• Inclusivity – We celebrate diverse perspectives and foster an environment where everyone can thrive.
• Continuous Feedback – Regular check‑ins, 360 reviews, and open communication channels.
• Community – Quarterly virtual town halls, hackathons, and team‑building events.
• Well‑Being – Flexible work hours, wellness programs, and mental health resources.
• Innovation Culture – Encouragement to experiment, fail fast, and iterate quickly.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary plus performance‑based OTE (On‑Target Earnings) ranging from $128,700 to $181,700 USD, depending on geographic zone.
• Sales incentive and equity plans aligned with company growth.
• Comprehensive health, dental, vision, life, and disability insurance.
• 401(k) retirement plan with company match.
• Flexible spending and health savings accounts.
• Paid holidays, paid time off, and wellness days.
• Employee Stock Purchase Program with discounts.
• Wellness & fitness initiatives, including gym memberships and virtual classes.
• Employee recognition and referral programs.
• Professional development stipend for courses, certifications, and conferences.

How to Apply

If you’re ready to take your customer success career to the next level and help shape the future of financial automation, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.