Strategic Senior Director of Customer Success – Payments & Embedded Accounts for Gaming FinTech, Driving Growth, Innovation, and Customer Advocacy at brighthush

About brighthush

brighthush is not just another fintech startup; it is a regulated money‑layer that is redefining how the gaming industry moves real money. By marrying cutting‑edge technology with uncompromising compliance, we empower game developers, publishers, and platforms to focus on crafting immersive, unforgettable experiences while we manage the complexities of regulated financial infrastructure. Our platform is built on a foundation of transparency, security, and scalability, enabling partners to launch and grow their businesses without the overhead of becoming a full‑fledged payments company.

Our mission is simple yet ambitious: democratise payments for the next generation of digital entertainment. We are on a rapid growth trajectory, expanding our footprint across multiple jurisdictions and continuously innovating to meet the evolving needs of the gaming ecosystem. If you are passionate about fintech, love the thrill of gaming, and want to be part of a company that is shaping the future of payments, brighthush is the place for you.

Why This Role Matters

As the Senior Director of Customer Success – Payments & Embedded Accounts, you will be the linchpin that connects our product, engineering, and sales teams to our customers. You will own the entire customer lifecycle, from onboarding to renewal, ensuring that every client receives unparalleled support, strategic guidance, and measurable value from our platform. Your leadership will shape the future of customer success at brighthush, driving adoption, reducing churn, and unlocking new revenue streams through upsells and cross‑sell opportunities.

• Bridge the gap between complex regulated finance and user‑friendly gaming platforms. Translate intricate compliance requirements into actionable, customer‑centric solutions.
• Fuel customer advocacy that drives product innovation and market expansion. Your insights become the compass for our roadmap.
• Build a high‑performing, data‑driven customer success organization that scales with our growth. Architect processes that keep pace with our rapid expansion.

Key Responsibilities

Strategic Leadership

• Define and execute a customer success strategy that aligns with brighthush’s business objectives, focusing on retention, expansion, and customer lifetime value.
• Translate company goals into a clear, actionable CS roadmap that is communicated across the organization.
• Act as the chief advocate for the customer voice in executive strategy sessions.
• Champion a culture of continuous improvement, ensuring that customer success metrics inform product development and go‑to‑market decisions.

Team Building & Development

• Recruit, mentor, and scale a world‑class customer success team that reflects the diversity and dynamism of the gaming industry.
• Foster a culture of continuous learning, accountability, and collaboration through regular coaching, feedback, and career progression plans.
• Implement performance management frameworks that align individual goals with company metrics.
• Champion diversity, equity, and inclusion initiatives within the CS organization.

Customer Lifecycle Management

• Oversee end‑to‑end customer journeys, ensuring smooth onboarding, proactive health monitoring, and timely renewal processes.
• Champion a seamless hand‑off from sales to CS and back, ensuring no friction in the transition.
• Develop and maintain a customer health scoring system that predicts churn and identifies upsell opportunities.
• Lead the creation of tailored success plans for high‑value accounts, ensuring alignment with business outcomes.

Data‑Driven Decision Making

• Leverage analytics to track key metrics (NPS, CSAT, churn, expansion revenue) and surface actionable insights.
• Identify trends, surface insights, and implement improvements that drive measurable outcomes.
• Collaborate with the analytics team to build dashboards that provide real‑time visibility into CS performance.
• Use data to forecast future CS needs and budget allocations.

Cross‑Functional Collaboration

• Partner with Product, Engineering, Sales, and Marketing to translate customer feedback into product enhancements and go‑to‑market strategies.
• Act as the voice of the customer in all executive discussions.
• Coordinate with Legal and Compliance to ensure that all customer interactions adhere to regulatory standards.
• Work closely with Finance to align CS initiatives with profitability goals.

Regulatory & Compliance Oversight

• Maintain deep knowledge of financial regulations (PSD2, AML, KYC, GDPR) and embed compliance best practices into CS operations.
• Ensure the CS team is trained on compliance requirements and that all documentation meets regulatory standards.
• Work closely with the compliance team to audit CS processes and mitigate risk.
• Stay ahead of regulatory changes and proactively adjust CS policies to remain compliant.

Financial Acumen

• Develop and manage the customer success budget, forecast GMV‑based pricing models, and identify opportunities for revenue growth.
• Work closely with finance to align CS initiatives with profitability goals.
• Negotiate contracts and renewals that reflect the value delivered to customers while protecting brighthush’s margins.
• Analyze the financial impact of CS initiatives and report ROI to senior leadership.

Thought Leadership

• Represent brighthush at industry events, webinars, and conferences.
• Position the company as a leader in payments for gaming and build a strong personal brand within the fintech community.
• Publish thought pieces, whitepapers, and case studies that showcase the impact of our platform.
• Engage with media and analysts to elevate brighthush’s brand visibility.

Process & Tool Optimization

• Implement best‑in‑class tools (CRM, CSAT platforms, API monitoring) to streamline workflows.
• Continuously refine processes to maximize efficiency and reduce friction for both customers and internal teams.
• Champion automation initiatives that free up CS time for high‑value activities.
• Ensure seamless integration of new tools with existing tech stack.

Customer Advocacy & Community Building

• Build a community of satisfied customers who become brand ambassadors.
• Create case studies, testimonials, and user groups that showcase the value of brighthush’s platform.
• Organise customer events, webinars, and roundtables to foster peer learning.
• Leverage community insights to inform product roadmap and marketing strategy.

Essential Qualifications

• 7–10+ years of progressive experience in payments, fintech, or embedded finance. Proven track record in customer success or post‑sales leadership, ideally in a SaaS‑based environment.
• Hands‑on experience managing regulated financial infrastructure. Deep understanding of PSD2, AML/KYC, GDPR, and other relevant regulations.
• Strong technical acumen. Comfortable working with APIs, SDKs, and integration workflows; able to translate technical details into business value.
• Demonstrated success in scaling customer success teams. Experience building high‑performing teams in high‑growth, fast‑moving contexts.
• Exceptional communication skills in English. Ability to influence stakeholders at all levels, from developers to C‑suite executives.
• Strategic thinker with a data‑driven mindset. Adept at using analytics to inform decisions and drive continuous improvement.
• Experience with GMV‑based pricing models and commercial negotiation. Proven ability to structure deals that align customer success with revenue objectives.
• Proven ability to build and maintain strong customer relationships. Turn first‑time users into long‑term advocates and champions.

Preferred Qualifications

• Background in gaming or digital entertainment. Understanding of the unique payment challenges in that sector.
• Experience working in a remote, distributed team environment. Proven ability to manage teams across multiple time zones.
• Fluency in additional languages. Spanish, French, German, or other languages are a plus.
• Prior experience in a startup or scale‑up environment. Navigating rapid change and ambiguity.
• Certifications in project management or customer success. PMP, Scrum, CSM, CCS, or similar credentials.

Skills & Competencies

• Leadership & Coaching: Inspire, develop, and retain top talent. Create a culture of ownership and high performance.
• Strategic Vision: Translate business goals into actionable customer success plans that drive revenue and retention.
• Analytical Thinking: Use data to uncover insights, identify opportunities, and drive continuous improvement.
• Technical Fluency: Understand API architecture, integration patterns, and security best practices.
• Regulatory Knowledge: Stay current on evolving financial regulations and embed compliance into daily operations.
• Customer‑Centric Mindset: Advocate for the customer in every decision and action.
• Project Management: Deliver complex initiatives on time and within budget.
• Communication: Articulate complex concepts to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, we believe that the growth of our people is the key to our success. As Senior Director of Customer Success, you will:

• Lead a high‑impact function that directly influences company revenue and product roadmap.
• Collaborate with senior executives, gaining exposure to strategic decision‑making at the C‑suite level.
• Drive initiatives that shape the future of payments for gaming, positioning you as an industry thought leader.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.
• Mentor and develop the next generation of customer success leaders, leaving a lasting legacy.
• Participate in cross‑functional leadership forums, expanding your influence beyond customer success.

Work Environment & Culture

brighthush thrives on a culture of innovation, transparency, and inclusivity. Our remote‑first model empowers you to work from anywhere in the United Kingdom while staying connected through:

• Weekly all‑hands meetings and bi‑weekly cross‑functional syncs.
• Digital collaboration tools (Slack, Zoom, Notion, Jira).
• Regular virtual team‑building events and quarterly in‑person retreats.
• An open‑door policy that encourages feedback and continuous improvement.
• Commitment to work‑life balance, with flexible hours and a focus on outcomes rather than hours logged.
• A diverse and inclusive environment where every voice is heard and valued.

Compensation, Perks & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with senior leadership roles in fintech.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Flexible working hours and a fully remote work environment.
• Generous paid time off, parental leave, and wellness stipends.
• Professional development budget for courses, certifications, and conferences.
• Access to cutting‑edge technology and tools to support your work.
• Annual team retreats and off‑site strategy sessions.
• Employee referral program with attractive incentives.

How to Apply

If you’re ready to lead a dynamic customer success organization, drive measurable impact in a regulated fintech environment, and help shape the future of payments for the gaming industry, we want to hear from you.

Submit your application through our careers portal and join brighthush in redefining the intersection of finance and entertainment.