Senior Customer Success Manager – Behavioral Health SaaS Solutions – Driving Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a trailblazer in the behavioral health technology space, dedicated to transforming the way treatment centers deliver care. With a suite of cloud‑based EMR, CRM, and revenue cycle solutions, we empower providers to streamline operations, enhance patient outcomes, and focus on what matters most: healing. Our mission is to create a healthier future by equipping clinicians with the tools they need to manage every stage of the recovery journey—from intake and treatment planning to billing and analytics.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values innovation, collaboration, and impact. We believe that the best solutions come from listening to real‑world challenges and turning them into tangible, user‑centric products. As a Customer Success Manager, you’ll be the bridge between our technology and the clinicians who rely on it daily. Your work will directly influence the quality of care delivered to patients across the country.

Role Overview

The Customer Success Manager (CSM) is the guardian of our customers’ success. You will own a portfolio of accounts, ensuring they achieve their goals, realize maximum value from our platform, and remain loyal partners. Your day‑to‑day responsibilities blend strategic planning, data‑driven insights, and hands‑on support, all while collaborating across sales, product, engineering, and support teams.

Key Responsibilities

• Customer Ownership & Relationship Management
  • Manage a diverse portfolio of behavioral health facilities, ranging from small community centers to large multi‑site organizations.
  • Build and nurture trusted relationships with key stakeholders—clinical directors, IT leads, finance managers, and executive sponsors.
  • Serve as the primary point of contact for all success‑related inquiries, ensuring a seamless experience from onboarding to renewal.
• Strategic Success Planning
  • Develop customized success plans that align with each customer’s clinical goals, workflow, and business objectives.
  • Conduct structured discovery sessions to map out current processes, pain points, and desired outcomes.
  • Lead quarterly business reviews (QBRs), health checks, and onboarding debriefs to track progress and surface new opportunities.
• Product Adoption & Value Realization
  • Champion the adoption of core and advanced features across our EMR, CRM, and revenue cycle modules.
  • Translate customer goals into actionable use cases, setting clear success metrics and KPIs.
  • Identify and recommend process improvements that boost efficiency, reduce errors, and increase ROI.
• Data Analysis & Risk Management
  • Leverage usage analytics, engagement dashboards, and health scores to assess account health and predict churn risk.
  • Proactively flag at‑risk accounts and design mitigation plans that keep customers on track.
  • Maintain meticulous documentation in our CRM and success tools, ensuring data integrity and audit readiness.
• Commercial Awareness & Expansion
  • Partner with Sales to support renewal negotiations and identify upsell or cross‑sell opportunities.
  • Demonstrate financial acumen by understanding ARR, renewal timelines, and customer value drivers.
  • Escalate payment or contractual concerns to the appropriate teams, ensuring timely resolution.
• Issue Resolution & Cross‑Functional Collaboration
  • Own the investigation and resolution of customer issues within defined scope, coordinating with Support, Product, and Engineering.
  • Advocate for customer needs while balancing internal priorities and resource constraints.
  • Facilitate post‑incident reviews to capture lessons learned and prevent recurrence.

Essential Qualifications

• 3–5+ years of experience in Customer Success, Account Management, or a related SaaS role.
• Proven track record of managing a book of business independently and driving measurable outcomes.
• Strong analytical and organizational skills, with the ability to translate data into actionable insights.
• Comfortable working in a fast‑paced, cross‑functional environment where priorities shift quickly.
• Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

• Experience in healthcare or regulated SaaS environments, particularly behavioral health or clinical software.
• Familiarity with EMR/CRM platforms and revenue cycle management.
• Background in data analysis tools (e.g., SQL, Tableau, Power BI) and CRM systems (e.g., Salesforce).
• Demonstrated ability to influence executive stakeholders and drive strategic initiatives.

Skills & Competencies

• Exceptional communication—both written and verbal—across all organizational levels.
• Empathy and a patient‑first mindset, essential for understanding the challenges of behavioral health providers.
• Strategic thinking coupled with meticulous execution.
• Proficiency in project management tools and a knack for juggling multiple priorities.
• Adaptability: thriving in an evolving product roadmap and shifting market dynamics.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Mentorship programs with senior leaders across product, sales, and engineering.
• Annual learning stipend for conferences, certifications, and courses.
• Internal knowledge‑sharing sessions that keep you at the forefront of behavioral health technology trends.
• Clear career pathways—from CSM to Senior CSM, Customer Success Director, and beyond.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the United States, while still enjoying the camaraderie of a tight‑knit team. We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Regular virtual town halls, team‑building events, and a transparent decision‑making process keep everyone aligned and engaged.

Compensation & Benefits

While specific salary ranges vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Flexible paid time off and 11 paid holidays.
• Comprehensive health, dental, vision, disability, and life insurance.
• Parental leave and pet insurance to support your family and furry friends.
• 401(k) with company match to help you plan for the future.
• Performance bonuses tied to customer success metrics and company growth.

brighthush Promise

In a world where behavioral health challenges are growing, brighthush stands as a beacon of hope. We are committed to advancing the ecosystem by creating technology that is intuitive, compliant, and deeply aligned with the needs of clinicians and patients alike. Every day, we strive to make a measurable difference in the lives of those we serve.

Ready to Make an Impact?

If you’re passionate about driving customer success in a mission‑driven SaaS environment, eager to collaborate with cross‑functional teams, and ready to help behavioral health providers thrive, we want to hear from you. Join brighthush and be part of a movement that transforms care, one patient at a time.

Apply Today and help us shape the future of behavioral health technology.