Experienced Customer Success Manager – Mid‑Market Behavioral Health & Employee Assistance Program (EAP) Account Leadership

About brighthush

brighthush is a trailblazer in the behavioral health and employee assistance space, delivering world‑class mental health solutions to organizations across the United States. With a portfolio that spans psychiatrists, psychologists, social workers, EAP providers, and an extensive network of hospitals, rehabilitation centers, partial hospitalization programs, and intensive outpatient programs, brighthush is dedicated to empowering employers to support the well‑being of their most valuable asset: their people.

Our mission is simple yet powerful—help employees and their families thrive by providing seamless access to high‑quality mental health care. We do this by combining cutting‑edge technology, evidence‑based care, and a partner‑centric approach that places the client at the heart of everything we do.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven culture that values innovation, collaboration, and continuous learning. We celebrate diversity, champion work‑life balance, and invest in the professional growth of every team member. Whether you’re a seasoned customer success veteran or a rising star in the industry, brighthush offers a platform to make a tangible impact on employee health outcomes while advancing your career.

Position Overview

We are seeking a highly motivated Customer Success Manager to own a portfolio of mid‑market employer accounts and drive exceptional client experiences. Reporting to the Head of Implementation & Customer Success, you will be the trusted partner for HR leaders, brokers, and carrier partners, ensuring that our clients receive maximum value from their behavioral health and EAP benefits.

Key Responsibilities

• Account Ownership: Manage a book of mid‑market EAP and behavioral health accounts, focusing on customer satisfaction, retention, and growth opportunities.
• Client Relationship Management: Serve as the primary point of contact for HR and benefits leaders, brokers, consultants, and carrier partners, fostering strong, long‑term relationships.
• Strategic Engagement: Lead recurring client meetings, quarterly and annual business and utilization reviews, and open‑enrollment sessions to demonstrate value and uncover new opportunities.
• Data‑Driven Insights: Build clear, data‑rich presentations using utilization metrics, benchmarks, and market/regulatory trends to inform clients and guide decision‑making.
• Renewal & Pricing: Own the renewal cycle—from pricing and contracting through open enrollment and plan materials—collaborating with leadership on complex renewals.
• Proactive Planning: Hit quarterly and annual retention and renewal targets through proactive account planning, early risk identification, and timely escalation.
• Strategic Evolution: Adapt each client’s strategy as needs evolve, integrating digital solutions and internal experts to deliver tailored outcomes.
• Cross‑Functional Collaboration: Partner with Sales, Implementation, Clinical, Care Coordinators, Operations, Finance, Legal, and Compliance to resolve eligibility, invoicing, and member issues.
• Training & Engagement: Shape training, education, and engagement strategies aligned with each client’s goals, utilization patterns, and workforce demographics.
• Brand Representation: Represent brighthush at health and benefit fairs, open‑enrollment meetings, and client events, showcasing our commitment to employee well‑being.
• Team Support: Support teammates’ accounts and events as needed, sharing best practices and contributing to a culture of continuous improvement.
• Additional Duties: Perform related tasks as directed to support the overall success of the Customer Success organization.

Essential Qualifications

• 4+ years of experience in customer success, account management, or client relations—preferably within EAP, behavioral health, benefits, or healthcare.
• Bachelor’s degree or equivalent professional experience.
• Proven track record of owning client relationships, including renewals and retention.
• Experience partnering with regional and national brokers, consultants, and carrier partners.
• Strong analytical skills—comfortable working with utilization and financial data to generate actionable insights.
• Excellent communication skills, with confidence presenting to HR audiences and employee groups.
• Exceptional organizational abilities and the capacity to manage multiple accounts simultaneously.
• Proficiency in Microsoft Office, Google Suite, Salesforce (or similar CRM), and a keen interest in leveraging AI tools.
• Adaptability and a solutions‑oriented mindset when client needs or priorities shift.
• Familiarity with benefit plan documents, related regulations, and digital health solutions is a plus.
• Passion for helping employees and their families live healthier, happier lives.
• Valid driver’s license and willingness to travel regionally, nationally, and as needed (30–40% travel).

Preferred Qualifications

• Experience in a mid‑market or enterprise customer success role within the behavioral health space.
• Knowledge of compliance frameworks such as HIPAA, ACA, and state‑specific regulations.
• Background in data visualization tools (e.g., Tableau, Power BI) to enhance client reporting.
• Experience managing a portfolio of accounts with a focus on upsell and cross‑sell opportunities.
• Demonstrated ability to influence senior leadership and drive strategic initiatives.

Core Competencies

• Client‑Centricity: Deep empathy for client challenges and a relentless focus on delivering value.
• Strategic Thinking: Ability to translate data into actionable strategies that align with client goals.
• Collaboration: Proven success working across functional teams to solve complex problems.
• Communication: Clear, concise, and persuasive communication across all stakeholder levels.
• Project Management: Strong planning, execution, and follow‑through skills.
• Adaptability: Comfortable navigating change and ambiguity in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and certification courses.
• Internal cross‑training to broaden your skill set across sales, implementation, and clinical domains.
• Clear career pathways from Customer Success Manager to Senior Manager, Director, and VP roles.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and flexible workplace. Key highlights include:

• Hybrid work model with the flexibility to work remotely or from our modern, open‑concept office.
• Employee wellness initiatives—on‑site fitness classes, mental health days, and mindfulness sessions.
• Team‑building events, hackathons, and community service projects.
• Transparent communication channels and a culture of open feedback.
• Commitment to diversity, equity, and inclusion, with active employee resource groups.

Compensation & Benefits

Competitive base salary ranging from $65,000 to $80,000 per year, commensurate with experience. In addition, you’ll receive:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and holiday schedule.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Employee assistance program (EAP) for personal and family support.
• Professional development stipend and tuition reimbursement.
• Travel allowances and expense reimbursement for client visits.

How to Apply

Ready to make a difference in the lives of employees across the country? Join brighthush and help shape the future of behavioral health. Click the link below to submit your application and take the next step in your career.

brighthush Commitment to Diversity

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.