Senior Strategic Head of Key Accounts & Customer Success – Driving Global Growth, Customer Excellence, and Innovation at brighthush

About brighthush

brighthush is a pioneering force in the fintech landscape, redefining how businesses worldwide accept, manage, and expand their payments ecosystem. Since our founding in 2010, we have engineered solutions that simplify online and in‑person transactions, streamline billing, and unlock a suite of financial services that drive revenue, enhance customer loyalty, and accelerate growth. With a presence in over 50 countries and a team of more than 8,000 engineers, designers, and customer success professionals, brighthush is not just a technology provider – we are a partner that empowers our clients to thrive in an increasingly digital economy.

Our culture is built on three pillars: relentless customer focus, data‑driven decision making, and a passion for innovation. We believe that every interaction with brighthush should deliver value, reliability, and delight. Whether you are a merchant, a SaaS company, or a large enterprise, our mission is simple yet ambitious: to make payments frictionless for every business, no matter the size or industry.

Why Join brighthush?

At brighthush, you’ll be part of a high‑growth, matrixed organization that values bold ideas, collaborative execution, and continuous learning. We champion a culture of transparency, psychological safety, and ownership—where every team member can shape the future of payments and financial services. Whether you’re a seasoned leader or an ambitious professional looking to accelerate your career, brighthush offers:

• Remote‑first flexibility with a global, distributed workforce.
• Competitive compensation packages, including equity, performance bonuses, and comprehensive benefits.
• Access to cutting‑edge technology, data platforms, and industry‑leading tools.
• Structured career ladders, mentorship programs, and learning budgets.
• A vibrant community of thought leaders, product innovators, and customer advocates.

Role Overview

We are seeking an experienced, visionary Head of Key Accounts & Customer Success to lead our strategic account organization. In this remote, USA‑based role, you will own the end‑to‑end customer experience for brighthush’s largest and most strategic accounts, driving adoption, retention, expansion, and overall customer health. You will collaborate closely with product, engineering, sales, and executive leadership to shape the future of our customer success strategy and deliver measurable business impact.

Key Responsibilities

• Team Leadership & Development – Build, coach, and scale a high‑performing team of senior Customer Success Managers (CSMs) focused on Key Accounts. Set clear performance goals, run calibration sessions, conduct regular reviews, and develop playbooks that embed best practices across the organization.
• Strategic Account Planning – Own the multi‑quarter account roadmaps for each Key Account. Facilitate executive business reviews, identify growth opportunities, and ensure broad sponsorship across both brighthush and customer leadership.
• Goal Setting & Impact Measurement – Define ambitious, product‑distribution and share‑of‑wallet objectives that translate directly into revenue and retention metrics. Track, analyze, and report on performance at the executive level, using data to drive continuous improvement.
• Programmatic Process Design – Design and implement scalable adoption, churn‑risk, optimization, and renewal playbooks. Balance the need for repeatable, efficient processes with the bespoke engagement required for strategic accounts.
• Cross‑Functional Coordination – Partner with product, engineering, sales, and support teams to ensure seamless delivery and escalation management. Align on annual growth initiatives and resource allocation.
• Account Health & Forecasting – Own the health metrics, volume forecasting, and growth targets for Key Accounts. Align brighthush and customer leadership on success metrics and risk mitigation strategies.
• Knowledge Transfer & Scaling – Capture learnings from Key Accounts and disseminate insights across GTM, product, and engineering teams to accelerate overall company growth.

Essential Qualifications

• 15+ years of progressive experience in customer‑facing roles, with a minimum of 8 years leading Strategic Customer Success, Account Management, or related teams.
• Deep expertise in payments, fintech, or a closely related industry.
• Proven track record managing a small portfolio of large, strategic customers and driving measurable growth.
• Strong programmatic and strategic mindset: adept at account planning, project management, stakeholder mapping, and executive engagement.
• Experience with CRM/CSM tooling and data platforms such as Salesforce, Gainsight, Looker, or equivalent BI tools.
• Prior experience in a high‑growth, matrixed organization with cross‑functional collaboration.
• Exceptional communication, negotiation, and influence skills, with the ability to inspire and lead at all levels.
• Self‑starter with a high energy level, resilience, and a passion for driving organizational change.

Preferred Qualifications

• Experience working within a fintech ecosystem that includes payment processors, merchant services, or financial infrastructure.
• Background in scaling customer success operations from a small team to a global, multi‑region organization.
• Familiarity with brighthush products and services, or a similar suite of payment and financial solutions.
• Demonstrated success in building and scaling programmatic account management processes.
• Experience with executive‑level stakeholder engagement and business reviews.
• Knowledge of data‑driven customer success metrics and advanced analytics.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Change Management & Execution Excellence
• Cross‑Functional Collaboration
• Influence & Negotiation
• Talent Development & Coaching
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is as dynamic as our business. As Head of Key Accounts & Customer Success, you will:

• Progress into senior leadership roles such as VP of Customer Success or Chief Customer Officer.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and customer experience.
• Mentor and develop future leaders within the customer success organization.
• Participate in executive‑level strategy sessions and influence company‑wide priorities.
• Access a robust learning budget for certifications, conferences, and advanced training.

Work Environment & Culture

brighthush is built on a foundation of trust, autonomy, and collaboration. Our remote‑first model empowers you to work from anywhere in the USA while staying connected through:

• Weekly all‑hands meetings and quarterly town halls.
• Dedicated collaboration tools (Slack, Zoom, Notion).
• Regular virtual team‑building events and off‑site retreats.
• Transparent communication channels and an open‑door policy with senior leadership.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in fintech.
• Performance‑based bonuses tied to individual and company goals.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development stipend and access to industry conferences.

How to Apply

If you are a strategic, data‑driven leader ready to shape the future of payments and customer success at a fast‑growing fintech, we want to hear from you. Submit your application through the link below and join brighthush in redefining the way businesses transact and thrive.

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