Senior Tier‑1 Customer Success Manager – AI‑Powered FinTech Communications Platform – Remote Central US – Executive Partnership Champion & Revenue Growth Strategist at brighthush

About brighthush

brighthush is more than a fintech company; we are a catalyst for transformation across the entire financial services ecosystem. By seamlessly blending artificial intelligence with a secure, compliant digital communications platform, we empower community banks, credit unions, and other financial institutions to deliver personalized, omnichannel interactions—text, video, chat, co‑browsing, screen sharing, and chatbot—through a single, scalable solution. Our mission is bold yet simple: to make financial services more accessible, efficient, and human‑centric for every consumer.

We believe technology should amplify the human touch, not replace it. Our platform is built on a foundation of trust, data security, and regulatory compliance, allowing our partners to focus on what matters most—serving their communities with integrity and excellence.

Why Join brighthush?

• Impact at Scale: Work with a portfolio of high‑impact financial institutions and help them transform their customer engagement strategies.
• Innovation‑Driven Culture: Collaborate with product, engineering, and data science teams to shape the future of financial communications.
• Career Growth: Advance your career through continuous learning, mentorship, and exposure to cross‑functional leadership.
• Remote Flexibility: Operate from anywhere in the Central US (ND, SD, NE, MN, IA, WI, IL, MI, IN, OH, PA, NY) with a fully remote, results‑oriented work model.
• Competitive Compensation: Base salary range of $125,000–$140,000, complemented by performance bonuses, equity, and a comprehensive benefits package.
• Inclusive & Collaborative Environment: A culture that values diversity, open dialogue, and ownership at every level.

Role Overview

As a Senior Tier‑1 Customer Success Manager at brighthush, you will be the strategic partner and trusted advisor for a portfolio of roughly 20 high‑impact financial institution customers. Your mission is to ensure these partners realize maximum value from our platform, driving adoption, retention, and revenue growth while fostering long‑term, executive‑level relationships.

Key Responsibilities

Tier‑1 Relationship Management

• Serve as the single point of contact for each Tier‑1 account, building deep executive relationships and becoming the go‑to resource for strategic guidance.
• Conduct regular executive business reviews, ensuring customers achieve their desired outcomes and realize clear ROI from brighthush.
• Identify and nurture referenceable customers who become advocates within the broader financial services community.
• Advocate internally for customer needs, influencing product, engineering, support, and marketing initiatives.
• Maintain a pulse on industry trends and regulatory changes that could impact your portfolio, proactively advising customers on best practices.

Customer Success Strategy

• Develop and execute multi‑year success plans tailored to each customer’s business goals and transformation roadmap.
• Use data analytics, health scoring, and usage metrics to proactively identify churn risks and implement early intervention strategies.
• Partner with customers on best practices, change management, and roadmap alignment to maximize adoption and value.
• Collaborate with the product team to translate customer feedback into actionable feature enhancements.

Revenue Growth & Expansion

• Identify upsell and cross‑sell opportunities within the portfolio, aligning customer needs with additional brighthush products and services.
• Collaborate closely with the Sales team on account planning, ensuring seamless handoffs and a unified expansion strategy.
• Provide compelling value narratives, use cases, and success metrics that support commercial conversations and close expansion deals.
• Track and report on expansion pipeline health, forecasting revenue impact for senior leadership.

Onboarding & Adoption

• Program‑manage complex Tier‑1 onboarding projects, coordinating across multiple teams and locations to ensure successful implementation.
• Drive product adoption through targeted training, enablement resources, and best‑practice workshops tailored to Tier‑1 workflows.
• Partner with customer project teams and brighthush implementation resources to define timelines, milestones, and success criteria.
• Conduct post‑implementation reviews to capture lessons learned and refine future onboarding processes.

Advocacy & Feedback Loop

• Collect, synthesize, and relay customer feedback to influence product development and improve the overall customer experience.
• Help identify and develop customer stories, case studies, and speaking opportunities that showcase successful outcomes.
• Champion customer success stories across internal and external channels, reinforcing brighthush’s value proposition.
• Represent customers in cross‑functional steering committees, ensuring their voice shapes company strategy.

Metrics & Reporting

• Track and report on customer health, retention, expansion, and other key metrics across the Tier‑1 portfolio.
• Maintain accurate, up‑to‑date records of interactions, risks, opportunities, and plans in the brighthush CRM/CS platform.
• Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership.
• Leverage dashboards and analytics to provide real‑time insights to customers and internal teams.

Essential Qualifications

• 5+ years of customer‑facing experience in B2B SaaS or FinTech, with a proven track record managing complex, enterprise‑level customers.
• 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 data‑driven 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 change rapidly.
• Willingness and ability to travel up to 25% for executive business reviews, strategic discussions, and site visits.

Preferred Qualifications

• Experience in the financial services industry, particularly with community banks or credit unions.
• Knowledge of regulatory compliance, data security, and privacy standards relevant to financial institutions.
• Experience with AI‑driven communication platforms or contact center solutions.
• Previous success in driving adoption, retention, and expansion in a SaaS environment.
• Advanced proficiency in data analytics tools (e.g., Tableau, Power BI) and CRM systems (e.g., Salesforce).

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Project Management & Execution Excellence
• Influence & Negotiation
• Change Management & Adoption Enablement
• Cross‑Functional Collaboration
• Resilience & Agility

Career Growth & Learning

At brighthush, we invest heavily in the professional development of our people. As a Senior Tier‑1 Customer Success Manager, you will:

• Participate in leadership development programs and mentorship opportunities.
• Attend industry conferences, webinars, and workshops to stay ahead of fintech trends.
• Collaborate with product and engineering teams to influence the roadmap and shape new features.
• Progress into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Head of Enterprise Partnerships.
• Earn certifications in customer success, project management, or data analytics to enhance your skill set.

Work Environment & Culture

brighthush thrives on a culture of ownership, transparency, and continuous improvement. Our core values—Customers are our North Star, No Fear – Tell the Truth, and Team of Owners—guide every decision and interaction. We celebrate diversity, encourage open dialogue, and empower employees to take initiative and drive meaningful change. Our remote‑first approach means you can work from anywhere in the Central US while staying connected through virtual collaboration tools, regular all‑hands meetings, and spontaneous video huddles.

Compensation & Benefits

• Base Salary: $125,000–$140,000 per year, commensurate with experience.
• Performance Bonus: Up to 15% of base, tied to individual and company metrics.
• Equity: Stock options as part of the total compensation package.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO, sick leave, and paid holidays.
• Remote Work: Fully remote with flexible hours and a stipend for home office setup.
• Professional Development: Budget for courses, certifications, and conference attendance.
• Wellness Programs: Mental health resources, virtual fitness classes, and wellness stipends.
• Technology Allowance: Annual stipend for hardware and software upgrades.

How to Apply

Ready to make a tangible impact in the fintech space? Submit your application through our careers portal or click the link below to apply directly. We look forward to learning how your expertise can help brighthush continue to deliver transformative outcomes for our partners.

Apply Now

Closing

At brighthush, we are committed to building a future where financial services are accessible, secure, and deeply personalized. If you are a strategic, results‑oriented professional who thrives in a fast‑paced, collaborative environment, we invite you to join our team and help shape the next generation of customer success in fintech.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.