Senior Remote Enterprise Customer Success Manager – Home Improvement & POS Financing Strategist for High‑Value Retail Partners at brighthush

About brighthush

brighthush is a trailblazing fintech platform that is reshaping the way retailers and service providers offer point‑of‑sale (POS) financing. Since our launch in 2017, we have evolved from a niche startup into a global multi‑lender network that connects merchants with a curated portfolio of lenders. This partnership empowers retailers to provide flexible credit options that drive sales, increase customer loyalty, and boost revenue—all while keeping the checkout experience seamless for shoppers.

With a dedicated team of 51‑200 professionals, brighthush is headquartered in New York City and operates across the United States. We serve a diverse portfolio of home improvement retailers, appliance stores, HVAC specialists, and more. Our mission is simple yet powerful: make financing frictionless for both merchants and consumers. By integrating our technology directly into merchants’ POS systems, we eliminate the need for customers to leave the checkout experience, while giving merchants the data and insights they need to optimize credit offers, manage risk, and grow their bottom line.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere in the United States and enjoy the flexibility of a fully remote environment.
• Impact‑Driven Role: Own the entire customer lifecycle for high‑value enterprise merchants and directly influence product adoption, revenue growth, and customer satisfaction.
• Career Growth: Accelerate your career with mentorship from senior leaders, access to industry conferences, and a clear path to leadership roles within the Customer Success organization.
• Competitive Compensation: Earn a base salary that reflects your experience, plus performance bonuses, equity options, and a comprehensive benefits package.
• Learning & Development: Receive a dedicated budget for courses, certifications, and conferences to keep you at the forefront of fintech, customer success, and home improvement retail trends.
• Inclusive & Collaborative Culture: Join a diverse team that values transparency, continuous improvement, and a customer‑first mindset.

Role Overview

As the Enterprise Customer Success Manager for Home Improvement, you will be the strategic partner for our largest merchants. You will own the post‑sales journey—from onboarding and adoption to expansion and retention—ensuring that each merchant maximizes the value of the brighthush platform. Your success will be measured by net revenue retention, growth in transaction volume, and the overall health of your portfolio.

Key Responsibilities

• Executive Relationship Management: Build and nurture executive‑level relationships with C‑suite and senior decision‑makers at enterprise merchants, positioning yourself as a trusted advisor.
• Account Ownership: Own net revenue retention (NRR), gross retention, and account‑level performance metrics. Drive merchants through onboarding, adoption, and scaling phases.
• Identify and execute expansion opportunities that increase transaction volume, user adoption, and overall revenue impact.
• Act as a strategic advisor to Home Improvement merchants, helping them integrate POS financing into omni‑channel sales workflows—whether online, in‑app, via associate‑led tablets, or at the pro‑desk.
• Serve as the primary point of coordination across internal teams (Product, Engineering, Support, Finance), proactively identifying and removing blockers to ensure timely execution.
• Act as an escalation point for complex account‑related issues, collaborating with internal teams to drive resolution and maintain customer trust.
• Partner closely with Tier 2 Support to ensure effective handling of escalations and a high standard of responsiveness.
• Maintain consistent, high‑quality communication between brighthush and merchant stakeholders, ensuring alignment on goals, timelines, and expectations.
• Represent the “voice of the customer” internally, providing insights on performance, satisfaction, and opportunities for improvement.
• Prepare for and lead Quarterly Business Reviews (QBRs) and customer update meetings, delivering clear analysis, insights, and recommendations.
• Contribute to building repeatable B2B SaaS customer success processes, playbooks, health‑scoring systems, and engagement models to support rapid scale.
• Maintain a customer‑first mindset while balancing business objectives and operational realities.

Essential Qualifications

• 5+ years of experience managing enterprise or strategic accounts within a fast‑paced B2B SaaS environment, with a proven track record of driving software adoption, product utilization, and high retention rates.
• 2–3 years of proven experience within the Home Improvement Financing or POS Consumer Lending ecosystem—this is a must. You should have direct familiarity with financing dynamics at the retail level (e.g., big‑box hardware stores, furniture/appliance retailers) or specialized home services networks (e.g., HVAC, roofing, windows).
• Deep understanding of consumer lending concepts, including promotional credit terms, multi‑lender waterfall structures, credit application flows, approval rates, and funded volume.
• Proven ability to build and maintain relationships with senior stakeholders and executive‑level clients.
• Strong ownership mindset with the ability to drive outcomes and navigate ambiguity.
• Demonstrated ability to collaborate cross‑functionally and drive alignment across Product, Engineering, and operational teams.
• Analytical, data‑driven mindset with experience tracking classic B2B SaaS KPIs (churn, product usage metrics, NRR) alongside merchant lending performance.
• Strong communication and storytelling skills, with the ability to translate data into actionable insights.
• Experience managing escalations and navigating complex customer issues.
• Comfortable working in environments involving integrations, APIs, or technical platforms (deep technical expertise not required).
• Collaborative team player with a proactive, solutions‑oriented approach.

Preferred Qualifications

• Experience in the home improvement retail sector, including knowledge of industry‑specific sales cycles, seasonal trends, and key performance indicators.
• Background in fintech or financial services, with a focus on credit risk, underwriting, or payment processing.
• Prior experience in a customer success or account management role at a high‑growth startup or fintech company.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Knowledge of regulatory compliance related to consumer lending and data privacy.

Skills & Competencies

• Strategic Thinking & Execution
• Relationship Building & Influence
• Data Analysis & KPI Tracking
• Problem Solving & Decision Making
• Project Management & Cross‑Functional Collaboration
• Communication & Storytelling
• Adaptability & Resilience
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As an Enterprise Customer Success Manager, you will:

• Progress to senior leadership roles such as Director of Customer Success or VP of Enterprise Partnerships.
• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Participate in industry conferences, fintech summits, and home improvement trade shows to stay ahead of market trends.
• Access a dedicated learning budget for courses, certifications, and workshops in customer success, fintech, and leadership.
• Mentor junior team members and contribute to the development of internal training programs.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you’ll work alongside talented professionals from across the United States, with regular virtual town halls, team‑building events, and a robust internal communication platform. We celebrate diversity, encourage open dialogue, and reward innovative thinking.

Compensation & Benefits

While specific figures vary based on experience, we offer:

• Competitive base salary aligned with market standards for senior customer success roles.
• Performance‑based bonuses tied to NRR, expansion revenue, and customer satisfaction metrics.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Generous paid time off (PTO) and paid holidays.
• Flexible work schedule and remote work stipend.
• Professional development budget and access to industry events.
• Employee wellness programs, including mental health resources and virtual fitness classes.

How to Apply

If you are a seasoned customer success professional with a passion for fintech and home improvement retail, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Join brighthush and help us redefine the future of point‑of‑sale financing.

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