Strategic Director of Customer Success & Growth – B2B SaaS Payments Platform

About brighthush

brighthush is a trailblazing fintech pioneer that is reshaping the way businesses manage billing, collections, and revenue operations. With a mission to eliminate the friction of manual financial workflows, we deliver an end‑to‑end, cloud‑native platform that automates every step of the payment lifecycle. Our technology powers thousands of enterprises worldwide, enabling them to focus on what they do best—innovate, scale, and serve their customers—while we take care of the complex, time‑consuming aspects of billing and collections.

Since our inception, brighthush has achieved remarkable milestones: a $40 million Series B round, a 500 % revenue growth last year, and a market valuation that places us among the top players in the $74 billion services‑payments space. We are driven by a culture of relentless curiosity, data‑driven decision making, and a deep commitment to customer success. Our team is a vibrant mix of engineers, product designers, data scientists, and customer‑centric professionals who thrive on solving hard problems and delivering measurable impact.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the experience of thousands of customers across diverse industries, shaping the future of B2B payments.
• Fast‑Paced Growth: As we expand our customer base and product portfolio, you’ll have the opportunity to build and scale processes that will set industry standards.
• Collaborative Culture: We champion cross‑functional teamwork, open communication, and a “no ego” mindset that encourages learning and mutual support.
• Career Development: brighthush invests heavily in professional growth—mentorship programs, leadership training, and access to industry conferences.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, equity, health benefits, and a generous paid‑time‑off policy.

Key Responsibilities

As the Director of Customer Success & Growth, you will be the strategic leader of our customer experience organization. You will own the entire customer journey—from first touch to long‑term partnership—and ensure that every interaction delivers value, delight, and measurable outcomes.

• Strategic Leadership: Design and execute a forward‑looking CS strategy that aligns with brighthush’s growth objectives and customer success metrics.
• Process Design & Optimization: Build, refine, and scale onboarding, adoption, renewal, and expansion processes that drive customer health and reduce churn.
• Team Building & Development: Recruit, mentor, and grow a high‑performing CS team that embodies brighthush’s values and delivers excellence at scale.
• Customer Advocacy: Serve as the trusted advisor to executive stakeholders, translating business goals into actionable CS initiatives.
• Data‑Driven Decision Making: Define, track, and analyze key performance indicators (KPIs) such as Net Promoter Score, Customer Lifetime Value, and churn rate; use insights to drive continuous improvement.
• Tool & System Ownership: Oversee the selection, implementation, and optimization of CS platforms (e.g., HubSpot, Gainsight, Zendesk) and analytics dashboards.
• Knowledge Management: Create and maintain a robust knowledge base, playbooks, and best‑practice guides for both internal teams and customers.
• Cross‑Functional Collaboration: Partner closely with Product, Sales, Engineering, and Marketing to represent the voice of the customer and influence roadmap decisions.
• Storytelling & Thought Leadership: Develop compelling customer success stories, case studies, and use‑case content that showcases the impact of brighthush’s solutions.
• Stakeholder Management: Lead executive briefings, quarterly business reviews (QBRs), and workshops to ensure alignment and transparency across all levels of the organization.

Essential Qualifications

• Minimum 5 years of progressive experience in customer success leadership roles within a fast‑paced, data‑driven B2B SaaS environment.
• Proven track record of building and scaling CS functions from the ground up, including process design, team building, and technology implementation.
• Strong analytical mindset with expertise in developing dashboards, interpreting data, and translating insights into actionable strategies.
• Exceptional communication and presentation skills—able to articulate complex ideas to both technical and non‑technical audiences.
• Hands‑on experience managing high‑profile customer relationships, turning challenging situations into opportunities for growth.
• Proficiency in Excel, HubSpot, Gainsight, or similar CS platforms; comfortable with data visualization tools such as Tableau or Looker.
• Bachelor’s degree in Business, Finance, or a related field; MBA or advanced degree preferred.
• Demonstrated entrepreneurial spirit, initiative, and the ability to thrive in a dynamic, evolving environment.
• Zero ego, high humility, and a collaborative mindset that values teamwork and continuous learning.

Preferred Qualifications

• Experience in the fintech or payments industry, with a deep understanding of billing, collections, and revenue operations.
• Background in management consulting, sales engineering, or post‑sales technical support.
• Experience leading cross‑functional initiatives that bridge product, engineering, and marketing.
• Knowledge of regulatory compliance and data security standards relevant to financial services.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Leadership & Coaching: Inspire, develop, and retain top talent.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a passion for delivering value.
• Project Management: Juggle multiple initiatives, set clear priorities, and meet deadlines.
• Data Literacy: Comfortable with SQL, data modeling, and statistical analysis.
• Change Management: Lead organizational change and drive adoption of new processes and tools.
• Influence & Negotiation: Build consensus across stakeholders and negotiate win‑win outcomes.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the market we serve. As Director of Customer Success, you will:

• Lead a cross‑functional team that reports directly to the COO, positioning you for future executive roles.
• Participate in leadership development programs, including mentorship from senior executives and external industry experts.
• Attend global fintech conferences, workshops, and hackathons to stay ahead of emerging trends.
• Own the opportunity to shape the customer success function across multiple geographies and product lines.
• Receive a generous equity package that aligns your success with the company’s long‑term growth.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and continuous improvement. Our remote‑first model empowers employees to work from anywhere while staying connected through weekly all‑hands meetings, virtual coffee chats, and quarterly in‑person retreats. We celebrate diversity, encourage experimentation, and reward bold ideas that drive measurable impact.

Compensation & Benefits

• Competitive Salary: Market‑aligned base pay with performance‑based bonuses.
• Equity: Stock options that vest over four years, giving you a stake in brighthush’s success.
• Health & Wellness: Comprehensive medical, dental, vision, and mental‑health coverage.
• Paid Time Off: Generous vacation policy, sick leave, and a flexible holiday calendar.
• Professional Development: Reimbursement for certifications, courses, and industry events.
• Team Building: Regular virtual team‑building activities and annual company retreats.
• Work‑Life Balance: Flexible work hours and a results‑oriented approach.

How to Apply

If you are a visionary leader who thrives on building high‑impact customer success programs, we want to hear from you. Join brighthush and help us create a future where businesses can focus on growth while we handle the complexities of payments.

Ready to make a difference? Click the button below to submit your application and become part of a team that is redefining the future of B2B payments.