Strategic Customer Success Manager – AI‑Powered Fraud Prevention & Digital Trust – Remote, Full‑Time, 110k‑152k

About brighthush

brighthush is a trailblazing AI‑driven fraud prevention platform that empowers businesses worldwide to safeguard digital transactions, protect customer data, and maintain trust in an increasingly complex threat landscape. Leveraging cutting‑edge large language models (LLMs) and machine learning algorithms, brighthush delivers real‑time risk assessment, automated decisioning, and actionable insights that keep merchants, marketplaces, and fintechs one step ahead of fraudsters.

Founded on a mission to make digital commerce safe and seamless, brighthush has grown from a niche startup to a global industry leader, serving thousands of clients across North America, Europe, Asia, and beyond. Our culture is built on curiosity, collaboration, and a relentless focus on customer outcomes. We celebrate diversity, encourage continuous learning, and reward innovation with a flexible, remote‑first work environment that supports work‑life balance and professional growth.

Role Overview

As a Strategic Customer Success Manager at brighthush, you will be the trusted partner for our most valuable enterprise customers. You will own the end‑to‑end customer journey, from onboarding and adoption to renewal and expansion, ensuring that each client realizes maximum value from our AI‑powered fraud solutions. Your deep understanding of customer needs, combined with your analytical mindset and passion for technology, will help drive customer satisfaction, reduce churn, and unlock upsell opportunities.

Key Responsibilities

• Customer Onboarding & Enablement – Lead the seamless transition of new clients from sales to implementation, coordinating cross‑functional teams (engineering, product, support) to deliver a smooth, value‑driven onboarding experience.
• Strategic Account Management – Serve as the primary point of contact for assigned accounts, building strong, long‑term relationships with C‑suite executives, product owners, and technical leads.
• Needs Diagnosis & Solution Design – Conduct regular business reviews, identify pain points, and translate customer goals into actionable product roadmaps and feature requests.
• Adoption & Optimization – Drive product adoption by creating tailored training programs, usage dashboards, and best‑practice guides that help customers maximize ROI.
• Renewal & Expansion – Partner with sales and finance to secure renewals, identify upsell opportunities, and negotiate contract terms that reflect the value delivered.
• Data‑Driven Insights – Leverage analytics tools (e.g., Tableau, Looker) to monitor key metrics, surface trends, and provide data‑backed recommendations to both customers and internal stakeholders.
• Thought Leadership & Advocacy – Represent brighthush at industry events, webinars, and customer forums, positioning the brand as a trusted advisor in AI‑driven fraud prevention.
• Continuous Improvement – Collaborate with product, engineering, and support teams to refine processes, reduce friction, and enhance the overall customer experience.

Essential Qualifications

• Minimum 3 years of customer‑facing experience in Customer Success, Account Management, or a related field.
• Proven track record of managing enterprise‑level accounts and driving adoption of complex technology solutions.
• Strong critical‑thinking skills, with the ability to diagnose problems, propose solutions, and influence stakeholders.
• Excellent written and verbal communication skills in English, with the ability to articulate technical concepts to non‑technical audiences.
• Experience working with AI/LLM tools such as ChatGPT, Claude, or similar platforms is highly desirable.
• Demonstrated ability to build and maintain relationships with C‑suite executives and technical leads.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, remote environment.
• Bachelor’s degree in Business, Computer Science, Finance, or a related discipline (preferred).

Preferred Qualifications

• Background in the fraud, payments, or financial services industry, with a deep understanding of regulatory frameworks and risk management.
• Experience with SaaS subscription billing, renewal forecasting, and upsell strategies.
• Knowledge of data privacy regulations (GDPR, CCPA) and compliance best practices.
• Experience using CRM platforms (Salesforce, HubSpot) and customer success tools (Gainsight, Totango).
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Analytical Acumen – Proficiency in data analysis, KPI tracking, and deriving actionable insights.
• Project Management – Skilled at coordinating cross‑functional initiatives, setting timelines, and ensuring deliverables.
• Customer‑Centric Mindset – Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Fluency – Comfortable navigating APIs, data feeds, and AI model outputs to explain value to clients.
• Collaboration & Influence – Strong interpersonal skills to work effectively with internal teams and external partners.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous development. As a Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders in product, engineering, and sales.
• Annual learning budget for conferences, certifications, and online courses.
• Cross‑functional project assignments that broaden your skill set and expose you to new areas of the business.
• Clear career ladder with defined pathways to senior Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Opportunities to contribute to product strategy, feature prioritization, and go‑to‑market initiatives.

Work Environment & Company Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and trust. Our culture is defined by:

• Inclusivity & Diversity – We celebrate a wide range of perspectives and backgrounds, ensuring everyone feels heard and respected.
• Innovation & Experimentation – We encourage calculated risk‑taking and reward creative problem‑solving.
• Transparency & Open Communication – Regular town halls, all‑hands meetings, and open‑door policies keep everyone aligned.
• Work‑Life Balance – Flexible schedules, generous paid time off, and mental‑health resources support your well‑being.
• Community & Collaboration – Virtual coffee chats, hackathons, and cross‑team initiatives foster camaraderie and knowledge sharing.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and support your professional and personal growth:

• Base Salary – USD 110,000 – 152,000 per year, commensurate with experience and performance.
• Performance Bonus – Annual bonus potential tied to individual and company metrics.
• Equity – Eligible for stock options as part of the long‑term incentive plan.
• Health & Wellness – Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Paid Time Off – Generous PTO policy, including vacation, sick leave, and personal days.
• Retirement Plan – 401(k) with company match to help you secure your future.
• Professional Development – Annual tuition reimbursement, conference travel, and access to learning platforms.
• Remote Work Support – Home office stipend, high‑speed internet allowance, and ergonomic equipment.
• Additional perks such as employee discounts, volunteer time off, and a vibrant virtual community.

How to Apply

If you are a proactive, customer‑focused professional with a passion for AI, fraud prevention, and technology, we want to hear from you. Join brighthush and help shape the future of digital trust while advancing your career in a dynamic, supportive environment.

Ready to take the next step? Click the link below to submit your application and become part of the brighthush team.