Senior Remote Customer Success Manager – Tier‑1 Financial Institution Champion Driving Growth, Retention, Product Adoption, and Strategic Partnerships for brighthush’s AI‑Powered Digital Banking Solutions

About brighthush – The Digital Banking Revolution

brighthush is more than a fintech company; it is a movement that is redefining how community banks, credit unions, and regional financial institutions connect with their members in the 21st century. Since our founding in 2013, we have evolved from a nimble startup into a high‑growth organization of 51‑200 professionals, headquartered in Santa Clara, California. Our AI‑powered communications suite empowers institutions to engage members through voice, text, secure chat, and video, all while upholding the highest standards of compliance, security, and scalability. In a world where digital transformation is no longer optional, brighthush is the catalyst that turns member engagement into measurable revenue and operational efficiency.

Why This Role Is a Game‑Changer

Customer success at brighthush is a strategic engine that drives growth, retention, and product adoption. As the Senior Remote Customer Success Manager for Tier‑1 accounts, you will be the primary advocate for our most valuable partners, ensuring they achieve tangible ROI and become vocal champions of our solutions. This role offers:

• Direct influence over 20+ strategic financial institution accounts.
• Opportunity to shape product roadmaps through real‑world customer feedback.
• Clear career progression to senior leadership roles within Customer Success, Product, or Sales.
• Competitive compensation, equity, and a comprehensive benefits package.
• Full remote work flexibility for candidates located in the United States.

Your Impact – What You’ll Do

In this role, you will be the linchpin that connects our customers’ aspirations with brighthush’s technology. You will own the entire customer lifecycle, from onboarding to renewal, and will be responsible for driving adoption, expansion, and advocacy. Your strategic insight and data‑driven approach will help our partners unlock new revenue streams, improve member satisfaction, and stay ahead of regulatory changes.

Key Responsibilities

Strategic Account Leadership

• Serve as the trusted single point of contact for 20 Tier‑1 accounts, cultivating deep executive relationships and long‑term partnerships.
• Conduct regular executive and strategic business reviews to ensure customers achieve desired outcomes and realize clear ROI from brighthush.
• Develop and execute multi‑year success plans that align with each customer’s business goals and transformation initiatives.
• Proactively identify and mitigate churn risks through data analysis, health scoring, usage tracking, and early intervention strategies.
• Own the end‑to‑end customer journey, from onboarding through renewal, ensuring a seamless experience at every touchpoint.
• Collaborate with the Finance team to forecast renewal revenue and identify upsell opportunities.
• Maintain a deep understanding of each customer’s regulatory environment, market positioning, and competitive landscape.

Advocacy & Expansion

• Identify opportunities for expansion and upsell by aligning customer needs with additional brighthush products and services.
• Collaborate with Sales on account planning and close expansion opportunities, ensuring seamless handoffs and a unified account strategy.
• Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact.
• Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes.
• Act as the customer’s voice in cross‑functional meetings, ensuring their priorities are reflected in product development and service delivery.
• Champion customer success metrics in executive dashboards and quarterly business reviews.

Onboarding & Adoption

• Program‑manage complex Tier‑1 onboarding projects, ensuring smooth implementation across multiple teams and locations.
• Drive product adoption by delivering training, enablement resources, and best‑practice guidance tailored to Tier‑1 workflows.
• Partner with customer project teams and brighthush implementation resources to define timelines, milestones, and success criteria.
• Monitor adoption metrics and conduct adoption workshops to accelerate usage and ROI.
• Develop and maintain a library of onboarding playbooks, FAQs, and troubleshooting guides.
• Leverage data visualization tools (Tableau, Power BI, Looker) to present adoption insights to executive audiences.

Internal Collaboration & Feedback Loop

• Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross‑functional teams including Product, Engineering, Support, and Marketing.
• Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform brighthush’s roadmap.
• Maintain accurate and up‑to‑date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform.
• Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership.
• Lead quarterly business reviews with senior leadership to align on strategy and outcomes.
• Facilitate cross‑departmental workshops to translate customer insights into actionable product enhancements.

Essential Qualifications

• 5+ years of customer‑facing experience in account management or customer success, ideally within B2B SaaS and/or fintech.
• Proven track record of supporting complex, Tier‑1 or enterprise‑level customers and driving measurable outcomes.
• Deep understanding of the financial services industry, including regulatory considerations and member engagement best practices.
• Strong analytical and problem‑solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues.
• High technical aptitude: comfortable working with technology, quickly learning new software and tools, and data‑driven in decision making.
• Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer’s organization.
• Highly collaborative mindset, able to work effectively across Sales, Product, Support, Implementation, and Leadership teams.
• Adaptability and resilience in a fast‑paced, start‑up environment where priorities can shift rapidly.

Preferred Qualifications & Competencies

• Experience with AI‑powered communication platforms or digital banking solutions.
• Knowledge of CRM and CS platforms such as Salesforce, Gainsight, or similar.
• Track record of creating and executing successful customer success plans that result in measurable growth.
• Strong project management skills, with the ability to juggle multiple high‑priority initiatives simultaneously.
• Fluency in data visualization tools (Tableau, Power BI, Looker) to present insights to executive audiences.
• Demonstrated ability to mentor junior team members and contribute to a culture of continuous improvement.
• Experience with customer health scoring models and churn prediction analytics.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture and translate customer goals into actionable plans.
• Relationship Management: Building trust with C‑suite executives and key stakeholders.
• Data Literacy: Turning numbers into narratives that drive decision making.
• Product Expertise: Deep knowledge of brighthush’s platform and the broader fintech ecosystem.
• Communication: Clear, concise, and persuasive communication across all levels.
• Change Management: Guiding customers through transformation initiatives.
• Collaboration: Working seamlessly with cross‑functional teams to deliver value.
• Resilience: Thriving in a dynamic, high‑growth environment.

Career Growth Opportunities & Learning Benefits

At brighthush, we invest heavily in our people. As a Senior Remote Customer Success Manager, you will have access to:

• Leadership development programs that prepare you for senior roles in Customer Success, Product Management, or Sales.
• Mentorship from industry veterans who have navigated the complexities of scaling fintech solutions.
• Annual conference sponsorships, allowing you to network with peers, learn emerging trends, and bring fresh insights back to the team.
• Continuous learning resources, including access to online courses, certifications, and internal knowledge bases.
• Opportunities to lead cross‑functional initiatives, such as product launches or market expansion projects.
• Regular performance reviews that focus on career progression and skill development.

Work Environment & Company Culture

brighthush is built on a foundation of collaboration, transparency, and a shared commitment to member success. Our remote culture is supported by:

• Flexible work hours that respect work‑life balance while ensuring alignment with customer time zones.
• Regular virtual town halls, team‑building events, and informal “coffee chats” to foster community.
• A culture of psychological safety where ideas are welcomed, and constructive feedback is valued.
• Commitment to diversity, equity, and inclusion, with initiatives that celebrate diverse perspectives.
• Recognition programs that celebrate both individual and team achievements.
• Access to a vibrant internal community of fintech professionals who share knowledge and best practices.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to customer retention, expansion, and adoption metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Home‑office stipend to support a productive remote workspace.
• Wellness programs, including mental health resources and fitness reimbursements.
• Professional development budget for courses, certifications, and conferences.
• H1B sponsorship for qualified candidates, reflecting our commitment to building a diverse and talented team.

How to Apply

If you’re ready to take your customer success career to the next level and help shape the future of community banking, we want to hear from you. Submit your application through the link below, and let’s explore how your expertise can drive success for our most strategic partners.

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