Senior Strategic Head of Customer Success – Payments & Embedded Accounts – Architecting Seamless Global Payouts, Account Integration, and Customer Experience Excellence at brighthush

About brighthush

brighthush is a trailblazing fintech that is redefining how digital platforms move real money. By delivering a fully regulated money‑layer, we empower gaming studios, marketplace operators, creator ecosystems, and countless other online businesses to offer instant, compliant, and friction‑free payouts, embedded accounts, and cross‑border financial services—all without becoming traditional payment processors. Our robust regulatory framework, cutting‑edge technology stack, and mission to democratise financial access for millions of users worldwide place brighthush at the forefront of the next wave of embedded finance.

Why This Role Matters

The digital commerce landscape is evolving at breakneck speed. Every new marketplace, every new creator platform, and every new gaming community needs a reliable partner that can move money safely, swiftly, and in full compliance with global regulations. As the Senior Strategic Head of Customer Success – Payments & Embedded Accounts, you will be the linchpin that turns our technology into tangible value for our partners. You will shape the entire customer journey—from the first handshake with our sales team to the moment a user receives their first payout, and beyond. Your work will directly influence customer satisfaction, retention, revenue growth, and the overall reputation of brighthush in the fintech ecosystem.

Key Responsibilities

Build and Own the Customer Success Function

• Design the Operating Model: Create a scalable, repeatable framework that aligns with brighthush’s strategic goals, incorporating playbooks, tooling, reporting, and performance metrics.
• Lead the Team: Recruit, mentor, and manage a high‑performing Customer Success team that can handle a growing portfolio of enterprise and mid‑market accounts.
• Define Success Metrics: Establish KPIs such as signed‑to‑live SLA, Gross Revenue Retention (GRR), Net Promoter Score (NPS), and expansion pipeline velocity.

Drive the End‑to‑End Customer Lifecycle

• Pre‑Onboarding Support: Partner with Business Development to articulate the onboarding process, address finance and compliance concerns, and set realistic expectations.
• Onboarding & Integration: Own the process from Know‑Your‑Business (KYB) verification to technical integration, ensuring smooth data flows, API connectivity, and compliance checks.
• Go‑Live & Post‑Launch: Monitor early transactions, troubleshoot incidents, and coordinate with Engineering, Operations, and Compliance to resolve issues swiftly.
• Account Health & Retention: Develop a health scoring model that tracks payout success, settlement times, GMV trends, and support ticket patterns, enabling proactive risk mitigation.
• Commercial Expansion: Identify upsell opportunities—additional rails, new geographies, embedded accounts, and value‑added services—quantify the impact, and collaborate with BD to close deals.

Champion the Customer Voice

• Incident Management: Act as the primary point of contact during payouts delays, compliance holds, or fraud alerts, coordinating cross‑functional teams to deliver transparent, timely updates.
• Feedback Loop: Translate customer pain points into actionable product requirements for Engineering and Product Management, ensuring continuous improvement.

Scale the Function with Growth

• Segmentation & Coverage: Segment the book by size, industry, and risk profile; design coverage models that balance depth and breadth.
• Process Automation: Implement tools such as onboarding checklists, health dashboards, and automated reporting to increase efficiency and data visibility.
• Performance Management: Set quarterly goals, conduct performance reviews, and foster a culture of accountability and continuous learning.

Essential Qualifications

• 7–10+ years of experience in payments, fintech, or regulated financial infrastructure, with a proven track record in customer success, implementation, or post‑sales leadership.
• Deep understanding of KYB, transaction monitoring, funds segregation, sanctions/fraud controls, and payment returns within a regulated environment.
• Experience onboarding customers whose end users receive money (many‑to‑many flows), not just merchants.
• Demonstrated ability to build or transform a Customer Success function—processes, tooling, reporting, and team structure—resulting in measurable improvements.
• Commercial fluency: adept at GMV‑based pricing, take‑rate negotiations, and cost‑plus rail analysis.
• Proven incident management skills, having resolved high‑impact incidents while preserving customer trust.

Preferred Experience

• Background in marketplaces, user‑generated content (UGC), creator platforms, or gaming.
• Knowledge of tax reporting for payees (1099, DAC7) and cross‑border payout compliance.
• Track record of hiring and leading high‑performing Customer Success teams.

What We Value in You

• Customer‑First Mindset: You measure success by the accuracy of money movement and the likelihood of customers recommending brighthush.
• Proactive Leadership: You anticipate issues before they become churn, communicating transparently with both internal stakeholders and customers.
• Technical Acumen: Comfortable reading API documentation, engaging in integration calls, and translating compliance constraints into product enhancements.
• Strategic Vision: Ability to see the big picture while managing day‑to‑day operations, balancing short‑term fixes with long‑term growth.

Career Growth & Learning Opportunities

At brighthush, you will be part of a fast‑moving, high‑impact team that shapes the future of embedded finance. You’ll have the chance to:

• Lead cross‑functional initiatives that influence product roadmap, compliance strategy, and market expansion.
• Mentor junior team members, fostering a culture of continuous improvement and professional development.
• Participate in industry conferences, webinars, and thought‑leadership opportunities to position yourself as a subject‑matter expert.
• Benefit from a dynamic learning environment, including access to training programs, certifications, and mentorship from senior leaders.

Work Environment & Culture at brighthush

Our culture is built on transparency, agility, and a shared commitment to delivering exceptional value to our partners. You’ll find:

• A remote‑first workplace that supports flexible schedules and a healthy work‑life balance.
• Collaborative teams that thrive on open communication and rapid iteration.
• A focus on data‑driven decision making, with robust analytics and reporting tools at your fingertips.
• A diverse and inclusive environment where every voice is heard and every idea is considered.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior fintech leaders.
• Performance‑based bonuses tied to customer success metrics and revenue growth.
• Equity or stock‑option plans that align your success with the company’s long‑term vision.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and wellness programs.
• Continuous learning stipend and access to industry events.

How Success Is Measured

• Signed‑to‑Live SLA: Consistently launch customers within agreed service levels.
• Retention & Expansion: Maintain high Gross Revenue Retention and build a robust expansion pipeline.
• Customer Health: Ensure every live account has an up‑to‑date health assessment and success plan.
• Operational Excellence: Resolve incidents quickly, transparently, and with clear follow‑through.
• Function Maturity: Deliver playbooks, tooling, reporting, and a scalable team structure.

Ready to Join brighthush?

If you are a seasoned payments leader who thrives on building high‑impact functions, loves solving complex compliance and technical challenges, and is passionate about delivering flawless customer experiences, we want to hear from you. Join brighthush and help shape the future of embedded finance for millions of users worldwide.

Apply today and become a pivotal part of our mission to make real money movement effortless, secure, and compliant for the digital economy.