Tier 2 Customer Success Manager – Mid‑Market Financial Institutions (Remote – Central US) at brighthush

About brighthush – Transforming Financial Communication with AI

At brighthush, we are on a mission to redefine how community financial institutions connect with their members. Our industry‑leading AI‑driven communications platform empowers credit unions and community banks to deliver personalized, timely, and secure interactions that drive member satisfaction and loyalty. As a fast‑growing SaaS leader in the FinTech space, brighthush blends cutting‑edge technology with deep domain expertise, creating a vibrant ecosystem where innovation meets real‑world impact. Join a team that values curiosity, collaboration, and a relentless focus on customer outcomes.

Why This Role Matters

The Tier 2 Customer Success Manager is the heartbeat of our client‑facing organization. You will be the trusted advisor for a portfolio of 50 mid‑size financial institutions, guiding them to extract maximum value from brighthush’s platform. Your success directly influences customer retention, expansion revenue, and the overall health of our brand in the highly competitive financial services market.

Key Responsibilities

Strategic Relationship Management

• Serve as the primary point of contact for a defined portfolio of 50 community banks and credit unions, building long‑term, high‑trust relationships.
• Conduct quarterly Strategic Business Reviews (SBRs) to align product usage with customer business objectives and demonstrate ROI.
• Identify and nurture referenceable customers who can champion brighthush in the market and support new business development.

Customer Success Planning & Execution

• Develop customized success plans that map product capabilities to each client’s unique goals, timelines, and KPIs.
• Proactively monitor health scores, usage analytics, and adoption metrics to spot early signs of churn.
• Implement risk mitigation strategies, including targeted outreach, training sessions, and executive escalations when needed.

Revenue Growth & Expansion

• Identify upsell and cross‑sell opportunities within the portfolio by aligning emerging product features with customer needs.
• Partner closely with the Sales team to co‑create proposals, run joint discovery calls, and ensure seamless hand‑offs from prospect to success.
• Track expansion pipeline, forecast revenue impact, and contribute to quarterly growth targets.

Onboarding, Adoption & Enablement

• Own the end‑to‑end onboarding experience, from kickoff workshops to go‑live support, ensuring a smooth implementation.
• Deliver product training, webinars, and best‑practice guides that accelerate user adoption and drive measurable outcomes.
• Maintain a library of resources tailored to the financial services sector, including compliance‑focused use cases.

Customer Advocacy & Feedback Loop

• Act as the voice of the customer within brighthush, translating feedback into actionable product enhancements.
• Collaborate with Product Management, Engineering, and Support to prioritize feature requests and resolve critical issues.
• Facilitate customer participation in beta programs, case studies, and industry events.

Metrics, Reporting & Continuous Improvement

• Maintain accurate, up‑to‑date records in the CRM/Customer Success platform, documenting interactions, health scores, and action items.
• Produce weekly and monthly dashboards that highlight retention, churn risk, expansion revenue, and product adoption trends.
• Leverage data‑driven insights to refine success playbooks and share best practices across the team.

Essential Qualifications

• Experience: Minimum 5 years of customer‑facing experience in SaaS, preferably within FinTech or financial services.
• Domain Knowledge: Familiarity with credit union and community bank operations, regulatory considerations, and member‑centric service models.
• Analytical Mindset: Proven ability to interpret usage data, health scores, and financial metrics to drive proactive interventions.
• Communication Skills: Exceptional written and verbal communication, with the ability to present complex concepts to senior executives.
• Technical Aptitude: Comfort navigating cloud‑based platforms, APIs, and data integration tools; quick learner of new software.
• Emotional Intelligence: High EQ, calm under pressure, and a genuine empathy for customer challenges.

Preferred Qualifications

• Experience managing a portfolio of 40‑60 mid‑market financial institutions.
• Track record of achieving >90% renewal rates and delivering measurable expansion revenue.
• Certification in Customer Success (e.g., SuccessHACKER, Gainsight) or related methodologies.
• Background in project management or a PMP‑style certification.
• Hands‑on experience with AI‑driven communication tools, chatbots, or omnichannel messaging platforms.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing detailed action plans.
• Problem Solving: Proactive identification of obstacles and creative development of solutions.
• Collaboration: Seamless teamwork across Sales, Product, Engineering, and Support.
• Data‑Driven Decision Making: Comfort using dashboards, Excel, and BI tools to inform strategy.
• Adaptability: Thrive in a fast‑moving environment with evolving priorities and product releases.
• Customer‑Centric Mindset: Passion for helping clients succeed and a relentless focus on delivering value.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Tier 2 Customer Success Manager, you will have access to:

• Mentorship from senior leaders in Customer Success and FinTech product strategy.
• Quarterly training workshops on AI, data analytics, and advanced SaaS methodologies.
• Opportunities to transition into Senior Customer Success Manager, Team Lead, or Product Strategy roles.
• Support for industry certifications and attendance at leading FinTech conferences.
• A clear, transparent promotion pathway tied to measurable outcomes such as renewal rates, expansion revenue, and customer satisfaction scores.

Work Environment & Culture at brighthush

We believe that great work stems from a supportive, inclusive, and innovative environment. At brighthush you will experience:

• Remote‑First Flexibility: Work from anywhere within the Central U.S. region (MI, IL, IN, OH, PA, MN, IA, NE) while staying connected through virtual collaboration tools.
• Team‑Centric Culture: Regular virtual coffee chats, cross‑functional hackathons, and monthly “All‑Hands” that celebrate wins and share strategic direction.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with employee resource groups and inclusive hiring practices.
• Innovation Mindset: Encouragement to experiment, share ideas, and influence product roadmaps.
• Work‑Life Balance: Flexible hours, generous PTO, and a focus on mental health resources.

Compensation, Perks & Benefits

brighthush offers a competitive total cash compensation package ranging from $120,000 to $150,000, calibrated for regional cost‑of‑living differences. In addition to base salary, you will receive:

• Performance‑based bonuses tied to renewal and expansion targets.
• Equity participation in a high‑growth SaaS company.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Professional development stipend and tuition reimbursement.
• Home office allowance, high‑speed internet reimbursement, and ergonomic equipment support.
• Generous paid parental leave and family‑friendly policies.
• Access to wellness programs, virtual fitness classes, and mental‑health resources.

How to Apply

If you are a proactive, data‑driven professional with a passion for helping financial institutions thrive, we want to hear from you. Bring your expertise, curiosity, and collaborative spirit to brighthush and become a catalyst for customer success in the AI‑powered FinTech landscape.

Apply To This Job

Join brighthush – Make an Impact Every Day

At brighthush, your work directly influences the financial wellbeing of millions of community members. By empowering credit unions and community banks with intelligent communication tools, you help them build stronger relationships, increase member satisfaction, and drive sustainable growth. Take the next step in your career and become part of a purpose‑driven team that values innovation, empathy, and excellence.