Senior Tier‑1 Customer Success Manager – West Coast – AI‑Driven Digital Engagement Platform for Community Banks & Credit Unions – Lead Adoption, Retention, Revenue Growth, and Strategic Partnerships at brighthush

Welcome to brighthush – Where Financial Institutions Meet the Future of Digital Engagement

At brighthush, we are more than a fintech company; we are the catalyst that propels community banks and credit unions into the next era of digital customer experience. Our AI‑powered communications platform seamlessly blends text, video, chat, co‑browsing, screen sharing, and intelligent chatbots into a single, intuitive interface. This unified experience empowers financial institutions to deliver secure, compliant, and highly engaging interactions that meet the evolving expectations of today’s digital‑native customers.

Our mission is simple: bridge the gap between legacy banking systems and modern customer demands, unlocking the full potential of every relationship, driving revenue, and ensuring institutions stay ahead of regulatory changes. As we expand across the United States, we are looking for a strategic, results‑oriented Senior Tier‑1 Customer Success Manager to lead the charge in adoption, retention, and growth for our most valuable clients on the West Coast.

Why brighthush? – A Career That Makes an Impact

• Transformative Work – Partner with top‑tier credit unions and community banks, shaping the future of their digital engagement and driving measurable business outcomes.
• Fast‑Growing Startup Environment – Join a high‑energy team where your ideas directly influence product direction, customer experience, and company strategy.
• Remote Flexibility – Work from anywhere in Washington or Oregon while collaborating with a distributed, cross‑functional team.
• Competitive Compensation – Base salary range of $125,000–$135,000, with performance‑based bonuses and equity opportunities.
• Comprehensive Benefits – Health, dental, vision, 401(k) with company match, generous PTO, mental‑health resources, and continuous learning budget.
• Culture of Ownership – Every team member is a “Team of Owners,” empowered to make decisions, drive change, and celebrate successes together.

Your Impact as a Senior Tier‑1 Customer Success Manager

In this role, you will be the primary advocate for a portfolio of roughly 20 high‑impact financial institution customers. Your responsibilities will span strategic relationship management, customer success planning, revenue growth, onboarding, advocacy, and data‑driven reporting. You will work closely with cross‑functional teams—sales, product, engineering, support, and implementation—to ensure our clients achieve their digital transformation goals and realize a clear ROI from brighthush.

Strategic Relationship Management

• Serve as the trusted advisor and single point of contact for each Tier‑1 account, cultivating deep executive relationships and long‑term partnerships.
• Conduct regular executive business reviews and strategic check‑ins to ensure customers achieve desired outcomes and realize clear ROI from brighthush.
• Identify and nurture referenceable customers who become powerful advocates within the financial services community.
• Advocate for customer needs internally, influencing product, engineering, support, and marketing initiatives.
• Maintain a pulse on industry trends, regulatory updates, and competitive landscape to provide proactive guidance to clients.

Customer Success Strategy & Execution

• Develop and execute multi‑year success plans tailored to each customer’s business goals and transformation initiatives.
• Use data analytics, health scoring, and usage tracking 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.
• Facilitate quarterly business reviews that highlight key metrics, success stories, and next‑step action items.
• Coordinate with the support team to resolve escalated issues swiftly, ensuring a seamless customer experience.

Revenue Growth & Expansion

• Identify upsell and cross‑sell opportunities by aligning customer needs with brighthush’s expanding product portfolio.
• Collaborate closely with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified strategy.
• Support commercial conversations by providing compelling value narratives, use cases, and success metrics that demonstrate impact.
• Track and report on expansion revenue, ensuring accurate forecasting and alignment with company targets.
• Champion the adoption of new features and modules that drive additional value for existing accounts.

Onboarding & Adoption

• Program‑manage complex Tier‑1 onboarding projects, ensuring smooth implementation across multiple teams and locations.
• Drive product adoption through training, enablement resources, and best‑practice guidance tailored to Tier‑1 workflows.
• Coordinate with customer project teams and brighthush implementation resources to define and meet timelines, milestones, and success criteria.
• Develop onboarding playbooks and knowledge bases that accelerate learning for new users.
• Measure adoption rates and identify gaps, working with product to iterate on user experience.

Advocacy & Feedback Loop

• Collect, synthesize, and relay customer feedback to influence product development, improve the customer experience, and inform the brighthush roadmap.
• Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes.
• Represent the customer voice at internal town halls, strategy sessions, and product demos.
• Build a community of practice among Tier‑1 clients to share insights, challenges, and best practices.
• Leverage customer success metrics to build compelling narratives for marketing and sales teams.

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 CS platform.
• Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership.
• Use data visualization tools to present insights in a clear, actionable format.
• Continuously refine success metrics to align with evolving business goals and industry benchmarks.

Essential Qualifications

• 5+ years of customer‑facing experience in account management, customer success, or related roles, ideally within B2B SaaS or FinTech.
• Demonstrated success supporting Tier‑1 or enterprise customers, with a history of driving adoption, retention, and expansion.
• Willingness to travel up to 25% to customer sites for executive reviews, strategic discussions, and issue resolution.
• 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 tools, and data‑driven in 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 shift rapidly.

Preferred Qualifications

• Experience in the financial services industry, particularly with community banks or credit unions.
• Background in AI‑powered communications platforms or contact center solutions.
• Proficiency with CRM and CS platforms (e.g., brighthush, brighthush, brighthush).
• Track record of building and executing successful customer success programs that drive measurable business outcomes.

Skills & Competencies – What Makes You a Success Story

• Strategic Thinking & Execution
• Customer Advocacy & Relationship Building
• Data Analysis & Insight Generation
• Change Management & Adoption Enablement
• Revenue Growth & Upsell Expertise
• Cross‑Functional Collaboration
• Strong Written & Verbal Communication
• Project Management & Organizational Skills
• Resilience & Adaptability

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, your professional development is a priority. You’ll have access to:

• Mentorship from senior leaders who are passionate about your growth.
• Continuous learning budget for courses, certifications, and conferences.
• Clear career pathways within Customer Success, Product, and Sales.
• Opportunities to shape product roadmap and influence company strategy.
• Leadership development programs that prepare you for future executive roles.

Work Environment & Culture – A Team of Owners

brighthush thrives on a culture of transparency, ownership, and customer obsession. Our core values—Customers are our North Star, No Fear – Tell the Truth, and Team of Owners—guide every decision we make. We celebrate successes together, learn from failures openly, and empower each team member to take initiative and drive impact. Our remote‑first approach means you can work from anywhere in Washington or Oregon, while still enjoying regular virtual and in‑person team gatherings that foster collaboration and camaraderie.

Compensation & Benefits – Rewarding Your Impact

Base Salary: $125,000–$135,000 per year (commensurate with experience). In addition to a competitive base, you’ll be eligible for:

• Performance‑based annual bonus tied to customer success metrics.
• Equity options to share in the company’s growth.
• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Mental‑health and wellness resources.
• Continuous learning stipend.
• Annual tech stipend for home office upgrades.

How to Apply – Join the brighthush Revolution

Ready to make a tangible impact on the financial services industry? Submit your application through our careers portal and join a team that is passionate about customer success, innovation, and growth. We look forward to exploring how your expertise can help brighthush continue to transform the way financial institutions engage with their customers.

Join brighthush Today – Shape the Future of Digital Banking

Become a key driver of success for our most valuable clients, shape the future of digital banking, and grow your career in a dynamic, supportive environment. Apply now and help us bring brighter, smarter, and more secure communications to the world of finance.