Strategic Tier‑1 Customer Success Manager – AI‑Driven Financial Services Platform – South Central Region (Remote)

About brighthush

brighthush is redefining the way financial institutions serve their communities. Leveraging cutting‑edge AI and human expertise, our platform empowers credit unions, community banks, and other financial service providers to deliver faster, smarter, and more personalized experiences. With a growing portfolio of over 750 institutions, brighthush is at the forefront of the AI‑powered transformation in the financial sector, driving growth, operational efficiency, and regulatory compliance.

Our mission is simple: Customers are our North Star. We build products that put people first, ensuring that every AI interaction is safe, transparent, and under human control. At brighthush, we celebrate curiosity, ownership, and a fearless commitment to truth. If you thrive in a fast‑paced, collaborative environment where your ideas shape the future of banking, you belong here.

Role Overview

As a Tier‑1 Customer Success Manager, you will be the strategic partner for a portfolio of roughly 20 high‑impact financial institution customers. Your primary focus will be to ensure these partners achieve transformative outcomes, realize clear ROI, and become enthusiastic advocates for brighthush. You will work closely with executive stakeholders, cross‑functional teams, and our product and engineering squads to drive adoption, retention, and revenue growth.

Key Responsibilities

• Tier‑1 Relationship Management – Serve as the trusted advisor and single point of contact for each account, cultivating deep executive relationships and long‑term partnerships.
• Strategic Business Reviews – Conduct regular check‑ins and executive reviews to validate that customers are meeting their desired outcomes and experiencing measurable ROI.
• Reference & Advocacy Development – Identify and nurture referenceable customers who can champion brighthush within the broader financial services community.
• Internal Advocacy – Champion customer needs across product, engineering, support, and marketing, ensuring their voice shapes our roadmap.
• Success Planning – Design and execute multi‑year success plans that align with each customer’s business goals and transformation initiatives.
• Risk Management – Use data analytics, health scoring, and usage tracking to proactively identify churn risks and implement early intervention strategies.
• Revenue Growth & Upsell – Spot expansion opportunities, collaborate with sales on account planning, and close upsell deals that align with customer priorities.
• Onboarding & Adoption – Program‑manage complex onboarding projects, ensuring smooth implementation across multiple teams and locations.
• Training & Enablement – Deliver tailored training, enablement resources, and best‑practice guidance to maximize product adoption.
• Feedback Loop – Collect, synthesize, and relay customer feedback to product and engineering, driving continuous improvement.
• Metrics & Reporting – Track and report on health, retention, expansion, and other key metrics; maintain accurate CRM records; and communicate status to leadership.

Essential Qualifications

• 5+ years of customer‑facing experience in B2B SaaS or FinTech, with a proven track record managing complex Tier‑1 or enterprise accounts.
• Demonstrated success in driving adoption, retention, and revenue growth for high‑value customers.
• Strong analytical mindset with the ability to interpret data, identify trends, and recommend actionable insights.
• Excellent communication skills, including executive presence and the ability to influence stakeholders at all levels.
• High technical aptitude – comfortable learning new software, navigating complex systems, and troubleshooting technical issues.
• Adaptability and resilience in a fast‑paced, start‑up environment where priorities shift quickly.
• Willingness to travel up to 25% to customer sites for executive reviews, upsell discussions, and partnership strengthening.

Preferred Qualifications

• Experience working with AI‑powered platforms or customer‑centric technology solutions.
• Background in financial services, especially credit unions or community banks.
• Proficiency with CRM and CS platforms (e.g., Salesforce, Gainsight, HubSpot).
• Knowledge of regulatory compliance and risk management in the banking sector.
• Previous experience in a high‑growth, early‑stage company.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Customer‑Centric Mindset – Passion for helping customers succeed and a deep empathy for their business challenges.
• Data‑Driven Decision Making – Comfortable turning metrics into action.
• Collaboration & Teamwork – Proven ability to work cross‑functionally with sales, product, engineering, and support.
• Problem‑Solving – Creative, proactive approach to tackling ambiguous problems.
• Communication & Influence – Strong written and verbal skills, with the confidence to present to C‑suite executives.
• Adaptability – Thrive in a dynamic environment where priorities evolve.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your ambition and performance. As a Tier‑1 CSM, you will:

• Lead high‑impact initiatives that directly influence product development and strategy.
• Collaborate with senior leaders, gaining exposure to executive decision‑making.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Advance to senior CSM, Director of Customer Success, or even VP of Customer Experience roles.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and a results‑driven mindset. Our culture is built on:

• Ownership – Every team member is empowered to make decisions and take responsibility for outcomes.
• Transparency – Open communication channels, regular all‑hands meetings, and a culture of honest feedback.
• Innovation – A safe space to experiment, fail fast, and iterate.
• Diversity & Inclusion – A commitment to creating a welcoming environment for people of all backgrounds.
• Work‑Life Balance – Flexible schedules, generous PTO, and a focus on mental well‑being.

Compensation & Benefits

We offer a competitive total cash compensation package ranging from $145,000 to $175,000, adjusted for regional cost‑of‑living differences. In addition to base salary, you will receive:

• Performance‑based bonuses tied to customer success metrics and revenue growth.
• Equity options that align your success with the company’s long‑term value.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are a strategic, customer‑focused leader ready to make a tangible impact in the financial services industry, we want to hear from you. Join brighthush and help shape the future of AI‑powered banking.

To apply, please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can drive success for our partners and brighthush alike.