Strategic Tier 2 Customer Success Manager – SaaS & FinTech Solutions for Community Financial Institutions (Remote – Eastern US)
Why Join brighthush?
At brighthush, we are redefining the way community financial institutions connect with their members. Our cutting‑edge AI‑driven communications platform empowers credit unions and community banks to deliver personalized, secure, and timely experiences that drive member satisfaction and loyalty. As a fast‑growing leader in the FinTech SaaS space, brighthush blends deep industry expertise with innovative technology, creating a vibrant ecosystem where customers thrive and employees grow.
Our mission is simple: make every financial interaction feel human. To achieve this, we rely on a team of passionate professionals who bring curiosity, empathy, and a relentless focus on quality to everything they do. If you are excited about shaping the future of banking technology while helping real‑world institutions succeed, brighthush is the place where your impact will be seen and celebrated.
Position Overview
We are seeking a proactive, results‑driven Tier 2 Customer Success Manager to own a portfolio of approximately 50 mid‑size community financial institution customers across the Eastern United States. In this remote role, you will be the trusted advisor and primary point of contact, ensuring that each client extracts maximum value from brighthush’s AI communications platform. Your success will be measured by customer health, retention, expansion revenue, and the depth of relationships you build.
Key Responsibilities
- Customer Relationship Management
- Serve as the dedicated champion for a portfolio of ~50 credit unions and community banks, fostering trust and long‑term partnership.
- Conduct regular check‑ins, quarterly Business Reviews, and strategic planning sessions to align product usage with customer goals.
- Identify and nurture referenceable customers who can act as brand ambassadors for brighthush.
- Advocate internally for customers’ product, technology, and service needs, ensuring their voice shapes roadmap decisions.
- Customer Success Strategy
- Develop customized success plans that map out adoption milestones, usage targets, and ROI metrics.
- Leverage data analytics, health scores, and usage trends to proactively spot churn risk and intervene early.
- Collaborate with product, support, and engineering teams to resolve issues swiftly and prevent escalation.
- Revenue Growth & Expansion
- Identify upsell and cross‑sell opportunities within the portfolio by aligning additional brighthush modules or services with evolving customer needs.
- Partner closely with the Sales organization to craft compelling expansion proposals and ensure seamless hand‑offs.
- Track expansion pipeline, forecast revenue, and contribute to quarterly growth targets.
- Onboarding & Adoption
- Own the end‑to‑end onboarding experience, coordinating implementation timelines, data migration, and configuration.
- Deliver product training, workshops, and best‑practice guides to accelerate time‑to‑value.
- Monitor adoption metrics and provide targeted coaching to drive deeper product utilization.
- Customer Advocacy & Feedback Loop
- Collect actionable feedback during regular interactions and channel it to Product Management and Engineering.
- Participate in beta programs, feature‑testing groups, and user‑experience research to represent the customer perspective.
- Champion customer success stories internally and externally through case studies, webinars, and events.
- Metrics, Reporting & Documentation
- Maintain accurate, up‑to‑date records of all customer engagements in brighthush’s CRM/CS platform.
- Produce weekly and monthly health dashboards, retention reports, and executive summaries for leadership.
- Continuously refine success metrics to align with evolving business objectives.
Essential Qualifications
- Minimum 5 years of customer‑facing experience in SaaS, preferably within FinTech or financial services.
- Demonstrated success managing a portfolio of mid‑size enterprise customers (50+ accounts) and driving measurable outcomes.
- Strong analytical mindset with the ability to interpret usage data, health scores, and financial metrics.
- Exceptional communication skills—both written and verbal—with the ability to translate technical concepts into business value.
- Proven track record of influencing cross‑functional teams and championing customer needs internally.
- Experience conducting strategic business reviews, creating success plans, and presenting to C‑level stakeholders.
- High degree of empathy, curiosity, and a “quality‑first” attitude that aligns with brighthush’s culture.
- Self‑starter who thrives in a remote environment, manages time effectively, and maintains a high level of organization.
Preferred Qualifications & Nice‑to‑Haves
- Background in community banking, credit unions, or other member‑focused financial institutions.
- Familiarity with AI‑driven communication tools, omnichannel messaging, or digital engagement platforms.
- Experience with CRM/CS platforms such as Gainsight, Totango, or Salesforce Service Cloud.
- Professional certifications in Customer Success (e.g., SuccessHACKER, CSPO) or FinTech.
- Track record of achieving or exceeding expansion revenue targets.
- Ability to speak or write in additional languages relevant to the Eastern US market (e.g., Spanish).
Core Skills & Competencies
- Strategic Thinking: Ability to see the big picture, align product capabilities with customer business objectives, and craft long‑term success roadmaps.
- Data‑Driven Decision Making: Proficiency with analytics tools, health score models, and KPI tracking.
- Relationship Building: Strong interpersonal skills to develop trust, influence, and partnership at all organizational levels.
- Problem Solving: Quick identification of root causes and delivery of effective, customer‑centric solutions.
- Collaboration: Comfortable working with Sales, Product, Engineering, and Support to deliver seamless experiences.
- Adaptability: Ability to thrive in a fast‑moving, high‑growth environment where priorities shift rapidly.
Compensation, Benefits & Perks
brighthush offers a competitive total cash compensation package ranging from $120,000 to $150,000, calibrated for regional cost‑of‑living differences across the Eastern United States. In addition to base salary, you will be eligible for performance‑based bonuses tied to retention, expansion revenue, and customer health metrics.
Our comprehensive benefits suite includes:
- Medical, dental, and vision coverage with multiple plan options.
- 401(k) plan with company match.
- Generous paid time off, holidays, and flexible work‑from‑home policies.
- Professional development stipend for certifications, conferences, and training.
- Wellness programs, including virtual fitness classes and mental‑health resources.
- Employee stock purchase plan (ESPP) and equity participation for long‑term ownership.
- Technology allowance for home office setup.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is limited only by your ambition. As a Tier 2 Customer Success Manager, you will have clear pathways to:
- Senior Customer Success Manager or Team Lead roles overseeing larger portfolios or regional teams.
- Specialist positions such as Customer Success Architect, focusing on complex technical implementations.
- Product Management or Marketing roles, leveraging deep customer insights to shape go‑to‑market strategies.
- Leadership tracks, including Director of Customer Success or VP of Customer Experience.
We invest heavily in continuous learning—regular internal workshops, mentorship programs, and access to industry‑leading training platforms ensure you stay ahead of FinTech trends and AI innovations.
Work Environment & Culture at brighthush
Our culture is built on three pillars: People, Innovation, and Impact.
- People‑First: We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Remote employees are fully integrated into the company fabric through virtual coffee chats, team‑wide town halls, and quarterly in‑person retreats.
- Innovation‑Driven: You’ll work alongside engineers and data scientists pushing the boundaries of AI in financial communications. Your feedback directly influences product roadmaps.
- Impact‑Oriented: Every interaction you have with a credit union or community bank translates into better financial outcomes for real people—members who rely on those institutions for their everyday lives.
Our leadership is accessible, transparent, and committed to fostering an environment where ideas are heard and executed quickly. We believe that when our employees thrive, our customers succeed.
Application Process
If you are ready to champion the success of community financial institutions, drive meaningful revenue growth, and grow your career within a forward‑thinking FinTech leader, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about joining brighthush.
We review applications on a rolling basis and will reach out to qualified candidates promptly.