Senior Remote Customer Success Manager – Strategic Engagement & Growth Specialist for B2B Payment Solutions, Championing Customer Advocacy, Driving Revenue Expansion, and Shaping Product Innovation at brighthush

About brighthush

brighthush is a trailblazing fintech powerhouse that is reshaping the way small and medium‑sized businesses manage their cash flow. Founded in 2018, we have engineered a cutting‑edge digital accounts payable and receivable platform that empowers entrepreneurs to streamline payments, eliminate friction, and unlock working capital. With a vibrant team of 501‑1,000 employees headquartered in New York City, we are rapidly expanding our footprint across the United States and beyond. Our mission is simple yet bold: give every business the tools it needs to thrive in a fast‑moving digital economy.

Why brighthush?

At brighthush, you’ll join a high‑energy, mission‑driven culture that prizes innovation, collaboration, and continuous learning. We believe that our people are our greatest asset, and we invest heavily in their growth through mentorship, workshops, and cross‑functional projects. As a remote‑first organization, we offer the flexibility to work from anywhere in the United States (subject to state residency requirements) while still fostering a strong sense of community through virtual town halls, team‑building activities, and regular in‑person retreats. Our people thrive in an environment that celebrates curiosity, embraces experimentation, and rewards results.

Role Overview

As a Senior Remote Customer Success Manager at brighthush, you will be the trusted advocate for our small‑business customers. You will own the entire customer journey—from early adoption to long‑term retention—ensuring that each client realizes maximum value from our platform. Your strategic insights will shape product development, marketing initiatives, and overall customer experience. You will collaborate closely with Sales, Product, Engineering, and Marketing to elevate the voice of the customer and drive measurable growth.

Key Responsibilities

• Strategic Customer Engagement: Own all strategic actions that drive customer engagement and retention. Design and execute tailored success plans that align with each client’s business objectives, ensuring a seamless experience from onboarding to expansion.
• Relationship Building: Build deep, trust‑based relationships with key stakeholders at each customer. Conduct regular business reviews, identify upsell opportunities, and champion the customer’s success within brighthush.
• Lifecycle Management: Guide customers through every stage of the adoption lifecycle—onboarding, expansion, renewal, and advocacy. Proactively remove friction, accelerate time‑to‑value, and ensure smooth transitions between phases.
• Health Signal Monitoring: Continuously evaluate customer health metrics, usage data, and feedback to surface churn risks and growth pathways. Use data‑driven insights to recommend proactive interventions.
• Strategic Conversations: Apply proven sales methodologies to lead strategic conversations, deepen discovery, and influence outcomes that benefit both the customer and brighthush.
• Education & Enablement: Own “one‑to‑many” initiatives such as webinars, workshops, and knowledge bases. Scale customer education to drive adoption and reduce support tickets.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Sales to translate customer feedback into actionable product enhancements and go‑to‑market strategies.
• Process Improvement: Continuously evaluate and refine customer success processes. Suggest changes that increase efficiency, scalability, and alignment with business goals.
• Tool Utilization: Master the suite of customer success tools—including CRM, NPS platforms, and analytics dashboards—to deliver insights and drive decision‑making.

Essential Qualifications

• 5+ years of experience in customer success, account management, or related roles within a SaaS or fintech environment.
• Proven track record of driving customer adoption, retention, and expansion in a B2B context.
• Strong analytical mindset with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Exceptional communication and presentation skills, capable of engaging C‑suite executives and technical stakeholders alike.
• Experience with remote work and managing distributed teams or clients across multiple time zones.
• Proficiency in CRM systems (e.g., brighthush, brighthush), customer success platforms (e.g., brighthush, brighthush), and data visualization tools (e.g., brighthush, brighthush).
• Demonstrated ability to collaborate cross‑functionally, influencing product, engineering, and marketing teams.
• Strong problem‑solving skills and a proactive, solution‑oriented mindset.

Preferred Qualifications

• Experience in the payments or financial services industry, with a deep understanding of B2B payment workflows.
• Background in product management or project management, with a focus on customer‑centric initiatives.
• Knowledge of regulatory compliance and security standards relevant to fintech (e.g., PCI‑DSS, SOC 2).
• Fluency in multiple languages, especially Spanish or Mandarin, to serve a diverse customer base.
• Advanced certifications such as Certified Customer Success Manager (CCSM) or Certified ScrumMaster (CSM).

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and align customer success initiatives with business goals.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning feedback into continuous improvement.
• Data‑Driven Decision Making: Comfort with metrics, dashboards, and A/B testing to measure impact and optimize programs.
• Influence & Negotiation: Skilled at building consensus, negotiating contracts, and driving upsell opportunities.
• Adaptability: Thrives in a fast‑paced, evolving environment, quickly learning new tools and processes.
• Collaboration: Works seamlessly with cross‑functional teams, fostering a culture of shared ownership.
• Leadership: Mentors junior team members, sets clear expectations, and drives accountability.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Remote Customer Success Manager, you will have the opportunity to:

• Lead a high‑performing customer success team, shaping the team’s vision and culture.
• Influence product strategy by championing customer needs and driving feature prioritization.
• Take on executive‑level stakeholder management, building relationships with C‑suite leaders across the industry.
• Participate in leadership development programs, including mentorship, coaching, and strategic project assignments.
• Earn certifications and attend industry conferences, staying at the forefront of fintech and customer success best practices.

Work Environment & Culture at brighthush

Our remote‑first model means you can work from anywhere in the United States, while still enjoying a vibrant community. We host:

• Weekly virtual coffee chats and monthly town halls to keep everyone connected.
• Quarterly in‑person retreats that combine team building, strategy sessions, and fun activities.
• Cross‑departmental hackathons that encourage innovation and collaboration.
• Flexible work hours that respect work‑life balance and personal commitments.
• A culture that celebrates transparency, psychological safety, and continuous feedback.

Compensation, Perks & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and equity options that align your success with the company’s growth. Additional benefits include:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Unlimited paid time off and flexible vacation policy.
• Professional development budget for courses, certifications, and conferences.
• Wellness stipend and access to virtual fitness classes.
• Home‑office stipend to ensure you have the right tools for remote work.

Ready to Make an Impact?

If you are a strategic thinker with a passion for customer success, a knack for driving growth, and a desire to shape the future of fintech, brighthush invites you to join our mission. Bring your expertise, curiosity, and drive to a team that values innovation, collaboration, and the relentless pursuit of excellence. Apply today and help us empower businesses to thrive in a digital economy.