Senior Tier 2 Customer Success Manager – Financial Services SaaS & AI Platform (Remote – Eastern US) – brighthush

About brighthush

brighthush is a pioneering AI‑driven SaaS platform dedicated to empowering credit unions and community banks across the United States. By blending advanced generative AI with a human‑in‑the‑loop approach, brighthush enables financial institutions to deliver faster, safer, and more personalized member experiences while maintaining strict compliance and operational control. More than 750 community‑focused financial organizations trust brighthush to accelerate growth, improve efficiency, and deepen member relationships. As a fast‑growing, mission‑focused technology company, brighthush is committed to building a culture where curiosity, empathy, and ownership thrive.

Why This Role Matters

In the rapidly evolving fintech landscape, the success of our customers directly translates into stronger communities. As a Tier 2 Customer Success Manager (CSM) for the Eastern U.S. region, you will be the trusted advisor for a portfolio of 50 mid‑size credit unions and community banks. Your expertise will help these institutions unlock the full value of brighthush’s AI communications platform, driving higher member satisfaction, reduced operational costs, and measurable revenue growth. This is a high‑visibility role that sits at the intersection of technology, finance, and relationship building.

Key Responsibilities

Customer Relationship Management

• Primary Point of Contact: Serve as the dedicated liaison for a portfolio of 50 customers, cultivating deep, long‑term relationships built on trust and mutual success.
• Strategic Business Reviews (SBRs): Conduct quarterly and ad‑hoc business reviews to assess progress against success plans, surface insights, and align on next steps.
• Reference Development: Identify and nurture customers who are willing to act as reference accounts, providing authentic testimonials for brighthush’s sales pipeline.
• Internal Advocacy: Champion each customer’s product, technology, and service needs across brighthush’s product, engineering, and support teams.

Customer Success Strategy & Planning

• Design and execute customized success plans that map brighthush capabilities to each institution’s strategic objectives.
• Leverage data analytics, usage metrics, and health scores to proactively detect churn risk and intervene early.
• Collaborate with the onboarding team to ensure a seamless transition from sales to post‑implementation support.

Revenue Growth & Expansion

• Identify upsell and cross‑sell opportunities within the portfolio by aligning additional brighthush modules or services with emerging customer needs.
• Partner closely with the Sales organization to co‑sell expansion deals, ensuring smooth hand‑offs and consistent messaging.
• Maintain a pipeline of expansion opportunities and report forecasted revenue impact to leadership.

Onboarding, Adoption & Enablement

• Program‑manage the end‑to‑end onboarding experience, coordinating technical implementation, training, and go‑live support.
• Deliver product training sessions, webinars, and best‑practice workshops that accelerate user adoption and drive measurable ROI.
• Develop and maintain a library of enablement resources (playbooks, FAQs, video tutorials) tailored to the financial services sector.

Customer Advocacy & Feedback Loop

• Act as the voice of the customer within brighthush, translating frontline insights into actionable product enhancements.
• Facilitate regular feedback sessions with product managers, engineers, and support leads to prioritize feature requests.
• Document success stories and case studies that showcase tangible outcomes for the broader market.

Metrics, Reporting & Continuous Improvement

• Maintain accurate, up‑to‑date records of all customer interactions in brighthush’s CRM/CS platform.
• Track key performance indicators such as Net Promoter Score (NPS), Customer Health Score, renewal rates, and expansion revenue.
• Produce weekly and monthly dashboards for internal stakeholders, highlighting trends, risks, and opportunities.

Essential Qualifications

• Experience: Minimum 5 + years of customer‑facing experience in SaaS, preferably within fintech or financial services, with a proven track record of managing mid‑size enterprise accounts.
• Domain Knowledge: Strong understanding of credit union and community bank operations, regulatory environments, and member‑centric service models.
• Analytical Acumen: Ability to interpret usage data, health metrics, and financial reports to drive proactive interventions.
• Communication Skills: Exceptional verbal and written communication, capable of presenting complex concepts to both technical and non‑technical audiences.
• EQ & Empathy: High emotional intelligence, with a genuine passion for helping customers succeed and a calm, confident demeanor under pressure.
• Travel Flexibility: Willingness to travel quarterly (or as needed) for in‑person meetings, on‑site workshops, and regional events.

Preferred Qualifications

• Experience with AI‑enabled platforms or conversational AI solutions.
• Background in account expansion, upselling, or renewal negotiations within a SaaS environment.
• Familiarity with CRM tools such as Salesforce, HubSpot, or Gainsight.
• Professional certifications in Customer Success (e.g., SuccessHACKER, Gainsight PX) or FinTech compliance.
• Previous experience working remotely in a distributed, high‑growth startup culture.

Core Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and business objectives.
• Problem Solving: Proactive identification of obstacles and development of creative, data‑driven solutions.
• Technical Curiosity: Comfort learning new software, APIs, and AI concepts quickly; ability to translate technical details into business value.
• Collaboration: Proven success working cross‑functionally with Sales, Product, Engineering, and Support teams.
• Adaptability: Thrive in a fast‑paced environment where priorities shift and new challenges emerge daily.
• Customer‑Centric Mindset: Deep commitment to delivering outcomes that matter most to credit unions and their members.

Compensation & Benefits

brighthush offers a competitive total cash compensation package ranging from $120,000 to $150,000, calibrated for regional cost‑of‑living differences across the Eastern United States. In addition to base salary, the package includes performance‑based bonuses tied to renewal rates, expansion revenue, and customer health metrics.

Our comprehensive benefits suite includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) plan with company match.
• Generous paid time off (PTO) and holidays.
• Remote‑work stipend for home office setup.
• Professional development budget for certifications, conferences, and training.
• Wellness programs, including mental‑health resources and virtual fitness classes.
• Quarterly team‑offsite retreats (travel expenses covered).

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Tier 2 CSM, you will have clear pathways to:

• Senior Customer Success Manager or Customer Success Lead roles overseeing larger portfolios or regional teams.
• Specialization tracks such as Customer Success Operations, Product Advocacy, or Revenue Enablement.
• Cross‑functional moves into Product Management, Sales Enablement, or Marketing, leveraging your deep customer insights.
• Mentorship opportunities to coach junior CSMs and shape the future of brighthush’s customer success methodology.

Our learning culture is reinforced by regular “Lunch & Learn” sessions, access to industry‑leading courses (Udemy, Coursera, LinkedIn Learning), and a dedicated budget for attending fintech and AI conferences.

Work Environment & Culture at brighthush

brighthush believes that a thriving team delivers exceptional customer outcomes. Our core values shape everything we do:

• Customers Are Our North Star: Every decision is filtered through the lens of member impact.
• No Fear – Tell the Truth: Open, honest communication is encouraged at all levels.
• Team of Owners: Employees are empowered to act like owners, taking initiative and accountability.

We champion diversity, equity, and inclusion. brighthush is an equal‑opportunity employer; all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

Our remote‑first model provides flexibility while fostering a strong sense of community through virtual coffee chats, collaborative project rooms, and regular video town‑halls with leadership.

Application Process

If you are a proactive, empathetic, and data‑driven professional who thrives on helping financial institutions deliver world‑class member experiences, we want to hear from you. Join brighthush and become a catalyst for positive change in the community banking ecosystem.

To apply, please click the link below and submit your resume, cover letter, and any relevant work samples. We look forward to learning how your unique background will contribute to brighthush’s mission.