Remote Customer Success Manager – Behavioral Health SaaS – Drive Adoption, Retention, and ROI at brighthush

About brighthush

brighthush is a trailblazing provider of cloud‑based electronic medical record (EMR), customer relationship management (CRM), and revenue cycle solutions tailored specifically for behavioral health organizations. Since our founding in 2012, we have empowered more than 1,200 behavioral health practices across the United States to deliver high‑quality care, streamline operations, and achieve sustainable growth. Our mission is simple yet ambitious: to transform the way behavioral health providers manage patient data, billing, and outcomes through intuitive, compliant, and scalable technology.

As a remote‑first company, brighthush embraces flexibility, collaboration, and a culture of continuous learning. We believe that the best ideas come from diverse perspectives, so we actively foster an inclusive environment where every team member can thrive. Whether you’re a seasoned professional or an emerging talent, you’ll find at brighthush a place where your expertise is valued, your voice is heard, and your career trajectory is accelerated.

Why Join brighthush?

• Impactful Work – Your efforts directly influence the success of behavioral health providers, helping them improve patient outcomes and financial performance.
• Remote Flexibility – Work from anywhere in the United States while staying connected to a vibrant, distributed team.
• Growth Opportunities – Fast‑track your career with mentorship, leadership training, and the chance to move into senior product or strategy roles.
• Competitive Compensation – We offer a base salary that reflects your experience, complemented by performance bonuses tied to customer success metrics.
• Comprehensive Benefits – From health, dental, and vision plans to generous paid time off, parental leave, pet insurance, and a 401(k) with company match.
• Culture of Innovation – Participate in hackathons, cross‑functional projects, and continuous improvement initiatives that shape the future of behavioral health technology.

Key Responsibilities

As a Remote Customer Success Manager at brighthush, you will be the trusted partner for a portfolio of behavioral health clients, ensuring they achieve their strategic goals through our suite of products. Your day‑to‑day activities will include:

• Own a diverse portfolio of customers, ranging from small community clinics to large integrated health systems.
• Build and nurture long‑term relationships with key stakeholders, including clinicians, administrators, and IT leads.
• Serve as the primary point of contact for all customer success inquiries, providing timely and effective solutions.
• Develop and execute customized success plans that align with each client’s objectives, workflows, and desired outcomes.
• Conduct structured discovery sessions to map customer processes, identify pain points, and uncover opportunities for optimization.
• Lead critical customer meetings such as onboarding reviews, quarterly business reviews (QBRs), health checks, and product adoption workshops.
• Drive adoption of core and advanced product capabilities, ensuring clients fully leverage our EMR, CRM, and revenue cycle tools.
• Translate customer goals into actionable product use cases and measurable success metrics.
• Identify and recommend process improvements that enhance efficiency, outcomes, and return on investment.
• Analyze usage data, engagement trends, and customer health scores to assess risk and forecast renewal outcomes.
• Proactively identify at‑risk accounts, develop mitigation plans, and execute them in collaboration with cross‑functional teams.
• Maintain meticulous documentation and reporting in our CRM and customer success platforms.
• Partner with Sales to support renewals, upsells, and expansion opportunities, demonstrating financial acumen related to ARR and customer value.
• Escalate payment or contractual concerns to the appropriate internal stakeholders.
• Lead investigations and resolutions of customer issues within defined scope, coordinating with Support, Product, and Engineering.
• Advocate for customer needs while balancing internal priorities and resource constraints.

Essential Qualifications

• 3–5+ years of proven experience in Customer Success, Account Management, or a related SaaS role.
• Demonstrated ability to manage a book of business independently, achieving high renewal rates and upsell targets.
• Strong analytical and organizational skills, with a data‑driven approach to problem solving.
• Comfortable working in a cross‑functional, fast‑paced environment, collaborating with Product, Engineering, Sales, and Support.
• Bachelor’s degree or equivalent professional experience.
• Healthcare or regulated SaaS experience is highly preferred, especially within the behavioral health space.

Preferred Qualifications & Skills

• Experience with EMR or revenue cycle management systems.
• Familiarity with HIPAA regulations and data privacy best practices.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Excellent communication skills, both written and verbal, with the ability to translate technical concepts for non‑technical audiences.
• Strategic thinking and the ability to develop long‑term customer roadmaps.
• Strong presentation skills, comfortable leading virtual workshops and QBRs.
• Experience working with remote teams and distributed stakeholders.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Success Manager, you will:

• Participate in a structured onboarding program that includes mentorship from senior leaders.
• Access to a library of internal and external training resources covering product knowledge, industry trends, and soft skills.
• Opportunity to lead cross‑functional initiatives, such as product feedback loops or customer advocacy programs.
• Clear pathways to senior Customer Success roles, Customer Success Leadership, or product management positions.
• Annual performance reviews that focus on growth, skill development, and career aspirations.

Work Environment & Culture

brighthush thrives on collaboration, transparency, and a shared commitment to excellence. Our remote culture is built on:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly “innovation sprints” that bring together product, engineering, and customer success to prototype new features.
• Open communication channels via Slack, Teams, and video conferencing, ensuring that distance never hinders teamwork.
• A culture of psychological safety where every team member feels empowered to voice ideas and concerns.
• Regular virtual social events, such as game nights, wellness challenges, and book clubs, fostering camaraderie across locations.

Compensation, Perks, and Benefits

• Competitive Base Salary – Reflective of your experience and the value you bring to our clients.
• Performance Bonuses – Tied to customer retention, adoption metrics, and cross‑sell opportunities.
• Flexible Paid Time Off – Unlimited PTO policy to support work‑life balance.
• Paid Holidays – 11 paid holidays each year.
• Health & Wellness – Comprehensive medical, dental, vision, disability, and life insurance plans.
• Parental Leave – Generous paid parental leave for new parents.
• Pet Insurance – Coverage for your furry companions.
• 401(k) with Company Match – Secure your financial future with a robust retirement plan.
• Access to a digital learning platform and budget for external certifications.
• Annual team retreats and offsite events to strengthen relationships and recharge.

Ready to Make a Difference?

If you are passionate about helping behavioral health providers thrive, possess a data‑driven mindset, and thrive in a remote, collaborative environment, we want to hear from you. Join brighthush as a Remote Customer Success Manager and become a catalyst for change in the behavioral health industry.

Apply today and take the next step in a career that blends technology, empathy, and impact. Together, we can illuminate the path to better mental health care for communities across the nation.