Senior Customer Experience Manager – Benefits Consulting & Client Success Leader – Remote, Nationwide – brighthush

About brighthush

brighthush is a forward‑thinking employee benefits services and technology firm that is redefining how companies create healthier, more engaged workplaces. By integrating cutting‑edge technology, data‑driven insights, and a client‑centric approach, we deliver a seamless benefits experience that connects employers, employees, and partners across the entire benefits supply chain. Our mission is simple: empower organizations to achieve best‑in‑class outcomes while reducing overall health plan costs.

With a remote‑first culture that spans the United States, brighthush blends the flexibility of distributed work with the collaboration of a high‑performing team. We are headquartered in Stamford, CT, but our talent pool is nationwide, allowing us to bring together diverse perspectives and expertise to solve complex benefits challenges.

Core Values – The O.A.T.H. Framework

At brighthush, we celebrate four guiding principles that shape our culture and drive our success:

• Optimistic – We approach every challenge with a positive mindset and a belief that solutions exist.
• Accountable – We take ownership of our work, deliver on commitments, and hold ourselves to the highest standards of quality.
• Thoughtful – We listen deeply, respect diverse viewpoints, and consider the long‑term impact of our decisions.
• Healthy – We champion work‑life balance, personal well‑being, and a culture that supports holistic health.

About the Role

The Customer Experience Manager (CEM) is a pivotal role that blends strategic leadership, client advocacy, and operational excellence. As the primary service relationship owner for a portfolio of high‑value customers, you will drive satisfaction, retention, and growth while collaborating with cross‑functional teams to deliver innovative benefits solutions.

Reporting to the Principal Benefits Consultant, you will partner with senior leaders, consulting delivery teams, and external vendors to shape and execute customer success strategies that align with brighthush’s vision of transformative benefits experiences.

Who You Are

You bring a proven track record in benefits consulting, account management, and client relationship building. Your analytical rigor, communication finesse, and collaborative spirit enable you to navigate complex benefit ecosystems and deliver measurable value to clients.

Key attributes you embody:

1. Growth Mindset – You continuously seek opportunities to learn, innovate, and elevate the business.
2. Proactive Value Creation – You anticipate client needs and deliver solutions before challenges arise.
3. Consultative Excellence – Every interaction is an opportunity to advise, educate, and build trust.
4. Curiosity – You stay curious about industry trends, client dynamics, and brighthush’s evolving product suite.
5. Relentless Intensity – You pursue high impact initiatives with focus and determination.
6. Collaborative Spirit – You thrive in cross‑functional teams, fostering partnership and shared success.

Key Responsibilities

• Lead and manage the end‑to‑end service relationship for assigned customers, ensuring consistent delivery of high‑quality experiences and measurable satisfaction.
• Own the annual customer account plan, setting objectives, milestones, and success metrics that align with client goals and brighthush’s strategic priorities.
• Collaborate with the consulting delivery team to develop and refine key consulting deliverables, including benefit strategy documents, enrollment plans, and ROI analyses.
• Deliver compelling open‑enrollment presentations, workshops, and training sessions that empower clients to make informed benefit decisions.
• Partner with product, data operations, and sales teams to identify and implement strategic initiatives that enhance service delivery and drive business growth.
• Stay abreast of industry trends, regulatory changes, and best practices, translating insights into actionable guidance for clients and internal stakeholders.
• Maintain robust relationships with all customers, strategic partners, and internal collaborators, fostering trust and long‑term partnership.
• Support continuous improvement efforts by gathering feedback, analyzing performance data, and recommending enhancements to processes and tools.
• Perform additional duties as assigned to support the broader success of brighthush and its clients.

Essential Qualifications

• Minimum of 3 years of benefits account management experience within a consulting or brokerage environment, managing a complex book of business.
• Deep knowledge of benefits administration, renewal workflows, and vendor management to effectively serve a diverse client portfolio.
• Life & Health Producer’s License (or equivalent credentials).
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and data analysis tools.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills, capable of presenting to senior executives and technical audiences alike.
• Demonstrated ability to manage multiple priorities, meet deadlines, and deliver high‑quality work in a fast‑paced environment.

Preferred Qualifications

• Experience with leading HR/Benefits technology platforms (e.g., brighthush, brighthush, brighthush).
• Background in both large‑ and small‑group benefits consulting, providing a broad perspective on client needs.
• Knowledge of emerging benefits trends such as wellness, mental health, and flexible spending accounts.
• Experience in a remote‑first organization, demonstrating self‑management and strong virtual collaboration skills.

Skills & Competencies

• Strategic Thinking – Ability to develop long‑term client success plans that align with business objectives.
• Relationship Management – Proven track record of building trust and rapport with C‑suite executives and key stakeholders.
• Project Management – Skilled at coordinating cross‑functional initiatives, managing timelines, and ensuring deliverables.
• Data‑Driven Decision Making – Comfortable working with analytics to measure performance and inform strategy.
• Change Management – Adept at guiding clients through transitions, such as new benefit plans or technology implementations.
• Customer‑Centric Mindset – Passion for delivering exceptional service and exceeding client expectations.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Customer Experience Manager, you will:

• Progress to senior leadership roles such as Senior Benefits Consultant, Director of Client Success, or Head of Consulting.
• Participate in continuous learning programs, including industry certifications, leadership workshops, and mentorship initiatives.
• Engage in cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Contribute to product development and innovation, shaping the future of benefits technology.

Work Environment & Culture

brighthush offers a vibrant, inclusive, and flexible work environment:

• Remote‑first model – Work from anywhere in the U.S. with a supportive virtual community.
• Collaborative culture – Regular virtual town halls, team‑building events, and open communication channels.
• Inclusive values – We celebrate diversity, equity, and belonging, ensuring every voice is heard.
• Health‑first mindset – We prioritize employee well‑being through comprehensive wellness programs.

Compensation & Benefits

We offer a competitive base salary ranging from $80,000 to $110,000 annually, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Performance‑Based Incentives – Opportunities to earn bonuses tied to client satisfaction and business outcomes.
• Equity Participation – Stock options that align your success with brighthush’s growth.
• Health & Wellness Package – Comprehensive medical, dental, vision, HSA/FSA, life, disability, and Employee Assistance Program.
• Flexible Time Off – Unlimited vacation policy, paid holidays, and paid parental & bonding leave.
• Remote Work Stipend – $1,000 monthly stipend to support your home‑office setup.
• Wellness Resources – Access to brighthush, brighthush, brighthush, brighthush, brighthush, and financial education with brighthush.
• Professional Development – Budget for conferences, certifications, and training courses.
• Employee Referral Bonus – Earn rewards for bringing talented peers into the brighthush family.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Ready to Join brighthush?

If you are passionate about transforming the employee benefits landscape, thrive in a collaborative remote environment, and want to make a tangible impact on client success, we want to hear from you. Apply today and become a key driver of brighthush’s mission to create healthier, more engaged workplaces for organizations across the United States.

To apply, visit the brighthush careers page or submit your resume and cover letter through our online portal. We look forward to exploring how your expertise can elevate our client experience and help us shape the future of benefits consulting.