Customer Experience Manager – Strategic Benefits & Client Success Lead for Remote‑First Health & Wellness Technology

About brighthush

brighthush is a trailblazing, remote‑first technology company that empowers organizations to build healthier, happier workplaces through innovative employee benefits solutions. With a mission to democratize access to comprehensive health and wellness programs, brighthush blends cutting‑edge software, data‑driven insights, and a customer‑centric culture to help businesses of all sizes create a more engaged, productive, and resilient workforce.

Our platform streamlines benefits enrollment, simplifies renewal workflows, and delivers personalized guidance to employees, all while providing employers with real‑time analytics and compliance support. At brighthush, we believe that a great employee experience starts with the right benefits, and we’re committed to making that experience seamless, transparent, and empowering.

Why Join brighthush?

• Impactful Work: Shape the future of employee benefits and directly influence the well‑being of thousands of workers.
• Remote‑First Flexibility: Work from anywhere in the United States with a fully distributed team that values autonomy and results.
• Growth & Development: Access to continuous learning programs, mentorship, and a clear career ladder that rewards performance and initiative.
• Culture of Innovation: Collaborate with cross‑functional teams in a fast‑moving environment that encourages experimentation and celebrates success.
• Competitive Compensation: A base salary range of $80,000–$110,000, complemented by performance bonuses, equity, and a comprehensive benefits package.

Key Responsibilities

As the Customer Experience Manager at brighthush, you will be the linchpin between our clients and the product team, ensuring that every interaction delivers value, clarity, and delight. Your day‑to‑day duties will include:

• Benefit Account Stewardship: Oversee the entire lifecycle of client benefit accounts, from onboarding and enrollment to renewal and optimization.
• Workflow Design & Optimization: Map out and refine benefits and renewal workflows, identifying bottlenecks and implementing process improvements that increase efficiency and reduce errors.
• Client Advocacy & Relationship Management: Serve as the primary point of contact for mid‑to‑large enterprise clients, building trust through proactive communication, timely issue resolution, and strategic guidance.
• Data‑Driven Insights: Leverage analytics tools to monitor key performance indicators (KPIs) such as enrollment rates, churn, and client satisfaction scores, and translate findings into actionable recommendations.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on client needs, feature requests, and go‑to‑market strategies.
• Training & Enablement: Develop and deliver training materials, webinars, and documentation that empower clients to maximize the value of our platform.
• Compliance & Licensing: Maintain up‑to‑date knowledge of relevant regulations (e.g., ERISA, HIPAA) and ensure all client interactions adhere to legal and ethical standards.
• Continuous Improvement: Champion a culture of continuous improvement by gathering feedback, conducting post‑implementation reviews, and driving iterative enhancements.

Essential Qualifications

• Minimum of 3 years’ experience in benefit account management or a related field, with a proven track record of managing complex client portfolios.
• Valid Life & Health Producer’s License (or equivalent) demonstrating expertise in health insurance products and regulatory compliance.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and experience with CRM and benefits administration platforms.
• Strong analytical skills, with the ability to interpret data, identify trends, and recommend solutions.
• Excellent written and verbal communication skills, capable of translating technical concepts into clear, client‑friendly language.
• Demonstrated ability to manage multiple priorities in a fast‑paced, remote environment.
• High level of integrity, professionalism, and a client‑first mindset.

Preferred Qualifications

• Experience in a SaaS or HR technology company, particularly in the benefits or employee experience space.
• Knowledge of benefits administration software such as Workday, Gusto, or similar platforms.
• Project management certification (PMP, Agile, or equivalent) or proven experience leading cross‑functional initiatives.
• Background in data visualization tools (Tableau, Power BI) and familiarity with SQL or other data querying languages.
• Experience coaching or mentoring junior team members.

Skills & Competencies

• Client Relationship Management: Ability to build rapport, manage expectations, and deliver exceptional service.
• Process Improvement: Strong problem‑solving skills and a knack for streamlining complex workflows.
• Analytical Thinking: Comfortable working with data to uncover insights and drive decision‑making.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability: Thrives in a dynamic, remote environment and can pivot quickly in response to changing priorities.
• Team Collaboration: Works effectively with cross‑functional teams, fostering a collaborative and inclusive atmosphere.
• Customer‑Centric Mindset: Passion for delivering outstanding customer experiences and turning feedback into action.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Customer Experience Manager, you’ll have access to:

• Structured mentorship programs pairing you with senior leaders in Customer Success, Product, and Engineering.
• Annual learning stipend for courses, certifications, and conferences related to benefits, HR tech, or leadership.
• Clear promotion pathways: from Customer Experience Manager to Senior Manager, Director, and beyond.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Regular performance reviews that focus on growth, impact, and career aspirations.

Work Environment & Culture

brighthush is built on the principles of trust, transparency, and empowerment. Our remote‑first culture means:

• Flexible work hours that accommodate different time zones and personal commitments.
• Fully equipped home office stipend to ensure you have the tools you need.
• Weekly virtual team huddles, monthly all‑hands meetings, and quarterly town halls to keep everyone connected.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion across all levels.
• Regular virtual social events, wellness challenges, and community service initiatives.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: $80,000–$110,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus potential based on individual and company performance.
• Equity: Stock options that align your success with the company’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including mental health resources.
• Paid Time Off: Generous PTO, sick leave, and a flexible holiday schedule.
• Retirement Plan: 401(k) with company match.
• Parental Leave: Generous paid parental leave for new parents.
• Professional Development: Annual learning stipend, access to industry conferences, and internal training programs.
• Wellness Programs: Gym membership reimbursement, mindfulness apps, and wellness challenges.
• Technology & Home Office Support: Home office stipend, high‑speed internet reimbursement, and tech support.

How to Apply

Ready to make a tangible difference in the lives of employees worldwide? Submit your resume and a cover letter outlining why you’re the perfect fit for the Customer Experience Manager role at brighthush. We’re excited to learn how your expertise and passion align with our mission to create healthier workplaces.

Click the link below to apply now and join a team that values innovation, collaboration, and impact.