Senior Customer Success Manager – AI‑Powered Home Care Solutions & Client Growth Champion – brighthush

Welcome to brighthush – Where Artificial Intelligence Meets Compassionate Home Care

At brighthush, we’re not just building software; we’re redefining how families, caregivers, and healthcare professionals manage health at home. By marrying cutting‑edge artificial intelligence with a deep human touch, we deliver personalized, proactive, and highly efficient care solutions that protect dignity, enhance safety, and bring peace of mind to millions worldwide. Our mission is simple yet profound: to transform the home‑care experience so that every individual can thrive in the comfort of their own home.

As a hyper‑growth startup, brighthush offers a unique blend of entrepreneurial spirit and collaborative teamwork. Every team member has the chance to shape product strategy, influence customer experience, and directly impact the lives of thousands of families. If you thrive in a fast‑paced, mission‑driven environment and want to be part of a global, hybrid team that values flexibility, creativity, and continuous learning, brighthush is the place for you.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted partner for our clients after the sale. You will own a portfolio of accounts, ensuring they achieve their desired outcomes, maximize the value of our AI‑powered platform, and grow their engagement over time. Your role is pivotal in turning satisfied customers into advocates, driving renewals, upsells, and long‑term loyalty.

Key Responsibilities

• Account Ownership: Own the end‑to‑end customer journey for your assigned portfolio, from onboarding to renewal and expansion.
• Renewal & Growth Leadership: Take full responsibility for renewal negotiations, upsell opportunities, and overall account growth.
• Trusted Advisor: Serve as the subject‑matter expert for brighthush’s solutions, guiding clients on best practices and strategic use of our platform.
• Opportunity Identification: Proactively uncover adoption and expansion opportunities through data analysis, customer feedback, and industry trends.
• Executive Business Reviews: Lead virtual and in‑person executive business reviews (EBRs), presenting insights, ROI, and strategic recommendations.
• Onboarding Collaboration: Work closely with clinical enablement and implementation teams to ensure a seamless onboarding experience.
• Champion Development: Build trust and integrity with clients, transforming them into brand champions and referenceable advocates.
• Internal Advocacy: Partner with engineering, product, and support to champion customer needs and influence the brighthush roadmap.

Essential Qualifications

• 3+ years of customer‑facing experience in customer success, account management, or related roles.
• Bachelor’s degree (or equivalent experience) in business, health sciences, or a related field.
• Demonstrated ownership mindset: comfortable being measured and compensated on key metrics such as renewals, upsell, and adoption.
• Strong relationship‑building skills with a genuine sense of empathy and urgency.
• Ability to translate data and anecdotes into compelling stories of value for executive stakeholders.
• Technical aptitude and eagerness to become an expert in brighthush’s product suite and the broader home‑care industry.
• Excellent interpersonal and communication skills, with the ability to thrive under pressure.

Preferred Qualifications

• Prior experience in a clinical, health, or home‑care environment.
• Experience working with SaaS platforms and subscription‑based revenue models.
• Background in data analysis or familiarity with health‑care metrics and KPIs.
• Experience leading cross‑functional initiatives and influencing product strategy.

Core Competencies & Skills

• Customer‑Centric Mindset: Deep commitment to understanding and solving customer pain points.
• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s vision.
• Analytical Acumen: Proficiency in interpreting usage data, health metrics, and financial indicators.
• Communication Excellence: Clear, concise, and persuasive communication across all levels.
• Collaboration & Influence: Skilled at working with engineering, product, and support to drive customer outcomes.
• Adaptability: Comfortable navigating ambiguity in a rapidly evolving startup environment.
• Project Management: Strong organizational skills to manage multiple accounts and initiatives simultaneously.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As a Senior CSM, you will:

• Gain exposure to product development cycles, influencing feature prioritization based on real‑world customer insights.
• Develop expertise in AI‑driven health analytics, positioning you as a thought leader in the home‑care space.
• Progress into senior leadership roles such as Senior CSM, Director of Customer Success, or VP of Customer Experience.
• Participate in continuous learning programs, including industry certifications, leadership workshops, and mentorship from senior executives.
• Engage in cross‑functional projects that span sales, marketing, and product, broadening your skill set and network.

Work Environment & Company Culture

brighthush fosters a culture of innovation, transparency, and inclusivity. Our hybrid model blends remote flexibility with collaborative in‑office hubs, ensuring you can work where you thrive. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Our team values:

• Collaboration: Cross‑departmental teamwork that breaks down silos.
• Continuous Improvement: A growth mindset that embraces feedback and iteration.
• Impact: Every contribution directly influences the lives of our users.
• Well‑Being: Comprehensive wellness programs, mental health support, and flexible schedules.

Compensation, Perks, and Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses tied to renewal and upsell metrics, and equity options that align your success with the company’s growth. Additional benefits include:

• Health, dental, and vision insurance.
• Generous paid time off and flexible holiday policy.
• Unlimited learning budget for courses, conferences, and certifications.
• Wellness stipend and on‑site fitness resources.
• Annual team retreats and quarterly social events.
• Remote‑friendly work environment with stipends for home office setup.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is redefining home care. Your work will:

• Directly improve the health outcomes of families worldwide.
• Drive tangible business growth through strategic account management.
• Position you at the intersection of technology, healthcare, and customer experience.
• Provide a platform for rapid professional development and leadership opportunities.

If you are passionate about leveraging AI to transform care, thrive in a collaborative startup culture, and want to make a lasting impact, we encourage you to apply today. Join brighthush and help us build a healthier, more compassionate future for everyone.