Customer Success Leadership Manager – Driving Strategic Growth, Team Excellence, and Client Value in a Transformative Behavioral Health Ecosystem

About brighthush

brighthush is a forward‑thinking leader in behavioral health technology, delivering an integrated Welltrack Ecosystem that empowers clinicians, payers, and patients to achieve measurable health outcomes. Our mission is to transform behavioral health care through data‑driven insights, seamless digital platforms, and a relentless focus on client success. At brighthush, we believe that every partnership is an opportunity to create lasting impact, and we are committed to fostering a culture of innovation, empathy, and continuous learning.

Why Join brighthush?

As a Customer Success Leadership Manager, you will be at the heart of our growth strategy, shaping how we help clients unlock the full value of our solutions. You will lead a high‑performing team, collaborate with cross‑functional leaders, and influence product evolution—all while working in a supportive, mission‑driven environment that values diversity, resilience, and professional development.

Key Responsibilities

1. Team Leadership & Development

• Directly supervise, coach, and develop a team of Customer Success Managers (CSMs), ensuring they meet performance goals and embody brighthush’s customer‑centric values.
• Set clear expectations for engagement, account planning, documentation, and follow‑through, and hold the team accountable through regular performance reviews.
• Facilitate dynamic team meetings, create actionable agendas, and track progress on key initiatives.
• Design and deliver onboarding, training, and continuous skill‑building programs focused on consultative selling, competitive positioning, and strategic conversation techniques.
• Implement structured coaching methods—role‑playing, case studies, and peer reviews—to strengthen CSMs’ ability to navigate complex client scenarios and identify upsell opportunities.

2. Customer Health, Retention, and Value Realization

• Own the health, retention, renewal, and expansion outcomes for the brighthush customer portfolio.
• Establish and enforce best practices for success planning, business reviews, and value storytelling.
• Develop, implement, and continuously refine standardized customer health monitoring processes, including risk criteria, intervention protocols, and escalation pathways.
• Design engagement cadences tailored to account health, strategic importance, and growth potential.
• Prioritize outreach and CSM activities to focus resources on high‑impact accounts, ensuring proactive engagement and timely risk mitigation.
• Partner with CSMs to identify at‑risk customers, craft mitigation plans, and execute early intervention strategies.
• Collaborate on renewal strategies that highlight demonstrated outcomes and long‑term partnership value.
• Drive expansion initiatives by identifying, tracking, and advancing upsell opportunities across the existing customer base.

3. Coaching on Account Strategy & Execution

• Guide CSMs in developing strategic account plans aligned with client goals, retention objectives, and expansion opportunities.
• Provide support for complex escalations, sensitive conversations, and competitive threat management.
• Ensure consistent use of data, utilization metrics, and impact reporting to inform strategy.
• Coach CSMs to translate clinical outcomes and service performance into compelling narratives that demonstrate brighthush’s value.
• Prepare CSMs for strategic business reviews that connect brighthush’s services to client goals and uncover growth opportunities.

4. Operational Excellence & Process Optimization

• Maintain consistent workflows, documentation standards, and engagement models across the Customer Success function.
• Create and update playbooks that capture best practices for health monitoring, segmentation, engagement cadences, and risk escalation.
• Define clear expectations for proactive check‑ins, including frequency, purpose, and documentation requirements.
• Ensure accurate and consistent use of CRM and customer success systems for account documentation, health tracking, and reporting.
• Identify gaps or inefficiencies in execution and lead the development of process improvements.
• Track and analyze key performance indicators related to engagement, retention, expansion, and team execution.

5. Cross‑Functional Leadership & Advocacy

• Represent the customer voice in strategic planning discussions, focusing on long‑term value and impact.
• Collaborate closely with Sales, Business Development, Clinical, Product, and Operations teams to align expansion strategies and ensure seamless handoffs.
• Communicate health trends, retention risks, and expansion opportunities to leadership, informing resource prioritization.
• Stay abreast of industry trends, best practices, and competitive dynamics in behavioral health and digital platforms.
• Model professionalism, empathy, integrity, and accountability in all interactions.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• Minimum 5 years of experience in Customer Success, Account Management, or Partner Engagement.
• At least 2 years of people‑management or team‑leadership experience.
• Strong foundation in customer success principles: adoption, retention, renewals, expansion, proactive engagement, and value realization.
• Proven ability to coach and develop customer‑facing professionals.
• Experience designing and implementing customer success processes—segmentation, engagement cadences, health monitoring, and risk management.
• Analytical and organizational skills, with a data‑driven approach to prioritization and continuous improvement.
• Excellent written and verbal communication skills; technical or impact writing experience is a plus.
• Proficiency with CRM systems and customer health metrics.

Preferred Qualifications

• Graduate degree in Behavioral Health, Public Health, or Business Administration.
• Behavioral health training, licensure, or experience in service delivery.
• Familiarity with telehealth or digital health platforms.
• Experience working with higher education institutions, public or private sector behavioral health organizations, or employee assistance programs.
• Demonstrated ability to thrive in high‑pressure, mission‑driven environments.

Skills & Competencies

• Strategic Thinking & Execution
• Leadership & Team Development
• Customer Advocacy & Relationship Management
• Data Analysis & Insight Generation
• Process Design & Optimization
• Cross‑Functional Collaboration
• Communication & Storytelling
• Resilience & Stress Management

Career Growth & Learning Opportunities

At brighthush, we invest in your professional journey. You will have access to:

• Structured leadership development programs that refine strategic, operational, and people‑management skills.
• Mentorship from senior executives and industry experts.
• Opportunities to lead cross‑functional initiatives that shape product roadmaps and market strategy.
• Continuous learning through workshops, certifications, and conferences in behavioral health, digital transformation, and customer success.
• A clear career ladder that rewards impact, innovation, and commitment to brighthush’s mission.

Work Environment & Culture

brighthush thrives on a culture of empathy, collaboration, and relentless curiosity. Our remote‑first model empowers you to work from anywhere while staying connected through virtual huddles, collaborative tools, and regular town‑hall meetings. We celebrate diversity, champion mental health, and provide resources to help you manage stress and maintain work‑life balance.

Compensation & Benefits

While specific figures may vary, brighthush offers a competitive salary range of $85,000 to $105,000, complemented by:

• Performance‑based bonuses tied to customer success metrics.
• Health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health support and mindfulness resources.
• Equity options for eligible employees.

How to Apply

Ready to lead a high‑impact Customer Success team and shape the future of behavioral health? Click the link below to submit your application and join the brighthush family.