Senior Customer Success Executive – Vermont – Strategic Account Leadership & Growth Specialist for High‑Value Partnerships

About brighthush

brighthush is a trailblazing technology partner that empowers community‑based organizations, government agencies, and healthcare providers to collaborate seamlessly across a national network. Founded in 2013, brighthush has grown into a leading platform that connects people to the care and services they need, breaking down the silos that have historically fragmented health and social support. Our mission is simple yet profound: unlock the potential of every community by making connections to care effortless, efficient, and equitable. As we expand our reach, we’re looking for passionate, results‑driven professionals who want to do well and do good—and who are ready to take the next step in their career with a company that values impact, innovation, and inclusion.

Role Overview

As a Senior Customer Success Executive – Vermont, you will be the strategic partner and trusted advisor for a portfolio of complex, high‑value accounts. You will own the entire customer lifecycle—from onboarding and adoption to renewal and expansion—ensuring that each client realizes measurable value from our platform. Your work will directly influence the financial health of our customers and the growth trajectory of brighthush. This is a high‑autonomy role that requires a blend of strategic thinking, operational excellence, and cross‑functional collaboration. You will work remotely from Vermont, with a requirement to travel up to 30% of the time for client engagements and internal meetings.

Key Responsibilities

• Account Strategy & Retention
  • Develop and execute value‑based account plans that align with each client’s strategic and financial objectives.
  • Identify and mitigate risks for at‑risk accounts, ensuring a proactive approach to retention.
  • Own the renewal process, negotiating terms that reflect the value delivered and positioning brighthush as a strategic partner.
  • Drive expansion opportunities through upsells, cross‑sell, and new feature adoption.
• Solution Design & Value Realization
  • Translate complex customer use cases into actionable product enhancements and workflow designs.
  • Collaborate with Product, Engineering, and Operations to deliver customized solutions that meet or exceed client expectations.
  • Prepare and deliver Quarterly Business Reviews (QBRs) and Executive Briefings (EBRs) that showcase ROI, outcomes, and future roadmaps.
• Cross‑Functional Leadership
  • Act as the voice of the customer across Product, Marketing, Support, and Community teams, ensuring alignment on priorities and deliverables.
  • Facilitate cross‑team workshops and problem‑solving sessions to resolve ambiguous, system‑wide challenges.
  • Champion customer insights in internal strategy discussions, influencing product direction and service improvements.
• Team Leadership & Mentorship
  • Lead initiatives that improve account success playbooks, onboarding processes, and knowledge bases.
  • Mentor junior Customer Success Managers, providing coaching, feedback, and career development guidance.
  • Collaborate with HR and Learning & Development to design training modules that elevate the team’s skill set.

Essential Qualifications

• 5–7 years of progressive experience in Customer Success, Account Management, or a closely related field.
• Proven track record managing a portfolio of high‑value, complex accounts with measurable retention and expansion results.
• Strong business acumen: ability to translate customer goals into strategic account plans and financial outcomes.
• Exceptional communication skills—both written and verbal—across all stakeholder levels, including C‑suite executives.
• Experience with SaaS platforms and the ability to quickly learn new technologies.
• Demonstrated ability to work independently with minimal supervision while driving cross‑functional initiatives.
• Must reside in or near Vermont and be willing to travel up to 30% of the time.
• Background check clearance (criminal, employment, and education verification).

Preferred Qualifications

• 7+ years of experience in Customer Success or Account Management, with a focus on enterprise or B2B solutions.
• Experience in the health, social services, or public sector space, understanding the unique challenges of these ecosystems.
• Prior involvement in product feedback loops and roadmap influence.
• Experience leading or mentoring a small team of Customer Success professionals.
• Advanced proficiency in CRM and analytics tools (e.g., Salesforce, Gainsight, Tableau).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Relationship Building – Proven skill in cultivating trust with executive stakeholders.
• Analytical Mindset – Comfortable working with data to drive decisions and demonstrate ROI.
• Problem Solving – Adept at navigating ambiguity and delivering solutions across multiple teams.
• Project Management – Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Collaboration & Influence – Comfortable leading without formal authority, influencing cross‑functional partners.
• Customer‑Centricity – Passion for delivering exceptional customer experiences and outcomes.

Career Growth & Learning

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Executive, you will have the opportunity to:

• Progress into a Director of Customer Success role, overseeing a larger portfolio and shaping the overall customer strategy.
• Take on Product Management responsibilities, leveraging your deep customer insights to influence the roadmap.
• Lead Global Account Management initiatives, expanding your impact beyond the Vermont region.
• Participate in Leadership Development Programs that cover executive communication, negotiation, and strategic planning.
• Earn certifications in SaaS Customer Success, Product Management, or Data Analytics through our partnership with leading educational platforms.

Work Environment & Culture

brighthush is built on a foundation of innovation, empathy, and collaboration. Our remote-first culture means you’ll work from the comfort of your Vermont home while staying connected to a vibrant, distributed team. We celebrate diversity and inclusion through Employee Resource Groups, volunteer days, and a flexible approach to work‑life balance. Our culture is defined by:

• Transparency – Open communication channels and regular town‑hall meetings.
• Impact‑Driven – Every team member’s work directly contributes to the well‑being of communities nationwide.
• Continuous Learning – Access to a curated library of courses, workshops, and mentorship opportunities.
• Wellness & Support – Comprehensive mental health resources, an Employee Assistance Program, and a wellness platform subscription.
• Community Engagement – Encouragement to volunteer and participate in local initiatives, with paid volunteer days.

Compensation & Benefits

Your base salary will be competitive within the Vermont market, ranging from $110,000 to $140,000 per year, with additional variable compensation tied to performance metrics. In addition to the base salary, you will enjoy a robust benefits package that includes:

• Medical, Dental, and Vision insurance with unlimited virtual mental health and acute medical visits.
• Flexible Time Off: Unlimited vacation, mental health days, and 14 paid company holidays.
• Paid Parental Leave: Inclusive of adoptive parents.
• 401(k) with employer match and immediate vesting.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Life and AD&D insurance, with optional additional coverage.
• Disability and Accident Insurance.
• Pet Insurance.
• Work‑from‑Home equipment stipend covering computer, peripherals, and approved supplies.
• Employee Resource Groups and community‑building events.

How to Apply

If you are a strategic thinker, a collaborative leader, and a customer‑obsessed professional ready to make a tangible difference in communities across Vermont and beyond, we want to hear from you. Submit your application through our career portal, and let’s explore how you can help brighthush continue to transform the way people connect to care.

Apply Now –