Senior Customer Success Manager – Benefits Administration & AI‑Powered Experience Leadership at brighthush

About brighthush

brighthush is a trailblazing cloud‑based platform that redefines how organizations manage employee benefits. By weaving together artificial intelligence, automation, and human insight, we empower HR, payroll, and benefits teams to deliver seamless, personalized experiences for every employee. Our mission is simple yet ambitious: to make benefits simple, transparent, and impactful for both employers and their people.

Why brighthush?

At brighthush, we’re not just a technology vendor – we’re a partner that drives measurable outcomes for our clients. Our platform powers some of the most complex benefits programs in the market, and our customers trust us to keep their programs running flawlessly. If you’re passionate about technology, customer success, and making a real difference in people’s lives, brighthush is the place to grow.

Role Overview

The Senior Customer Success Manager is a strategic, client‑facing leader who owns a portfolio of high‑value accounts. You will be the primary advocate for our customers, ensuring they achieve their business objectives through the full breadth of brighthush’s solutions. Working closely with sales, implementation, and support teams, you will drive adoption, retention, and expansion while fostering long‑term partnerships.

Key Responsibilities

• Customer Relationship Leadership: Serve as the main point of contact for a curated portfolio of enterprise clients, guiding them through onboarding, implementation, and ongoing usage.
• Strategic Account Planning: Develop and execute account plans that align brighthush’s capabilities with each customer’s strategic goals, focusing on renewal, upsell, and cross‑sell opportunities.
• Adoption & Enablement: Champion product adoption by conducting training, creating adoption playbooks, and measuring usage metrics to identify growth levers.
• Open Enrollment & Lifecycle Management: Lead all open‑enrollment activities, from requirements gathering and project management to EDI integration and payroll coordination.
• Health & Sentiment Monitoring: Track customer health scores, proactively identify risks, and recommend mitigation plans to ensure high satisfaction and retention.
• Cross‑Functional Collaboration: Partner with delivery, product, and sales teams to resolve escalations, influence product roadmap, and deliver a consistent customer experience.
• Team Leadership & Development: Mentor and coach junior success managers and support staff, fostering a culture of accountability, continuous improvement, and high performance.
• Data‑Driven Insights: Analyze usage data, survey results, and market trends to surface actionable insights that drive customer success and product enhancements.
• Travel & Client Engagement: Travel up to 25% of the time for annual stewardship meetings, quarterly business reviews, training sessions, and sales support.

Essential Qualifications

• 8+ years of experience in the Health and Welfare Employee Benefits Administration industry, preferably in an outsourcing or SaaS environment.
• Deep domain knowledge of enrollment technology, benefit program design, carrier and payroll integrations, and regulatory requirements (ACA, COBRA, etc.).
• Proven track record of managing complex, multi‑year engagements with enterprise customers.
• Strong project management skills, with the ability to lead cross‑functional teams and deliver on time and within scope.
• Excellent communication and presentation skills, capable of influencing executives and guiding internal stakeholders.
• Analytical mindset with proficiency in data analysis tools (Excel, Power BI, Tableau, etc.) to uncover trends and drive decisions.
• Experience with EDI file formats (834, 5010) and data delivery management.
• Proficiency in CRM systems (Salesforce, HubSpot) and customer success platforms (Gainsight, Totango).
• Strong problem‑solving skills and a solution‑oriented approach to customer challenges.

Preferred Qualifications

• Experience in a SaaS or cloud‑based benefits platform environment.
• Background in AI or data‑driven product enablement.
• Leadership experience in a high‑growth, fast‑paced organization.
• Knowledge of industry trends such as employee experience, wellness, and financial well‑being.
• Certification in project management (PMP, ScrumMaster) or customer success (CSM).

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering value and building long‑term relationships.
• Strategic Thinking: Ability to translate business objectives into actionable account plans.
• Leadership & Coaching: Talent for developing high‑performing teams and fostering a collaborative culture.
• Data Literacy: Comfortable turning data into insights and driving data‑driven decisions.
• Change Management: Skilled at guiding customers through transformation and adoption.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Technical Aptitude: Quick learner of new technologies and platforms.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with you. We offer:

• Structured development programs, including mentorship, leadership training, and technical certifications.
• Clear internal mobility pathways across product, sales, and operations.
• Access to industry conferences, webinars, and a robust learning library.
• Regular performance reviews that align your goals with organizational objectives.

Work Environment & Culture

Our culture is built on connection, inclusion, and impact. Guided by the S.O.U.R.C.E. values—Service, Optimism, Urgency, Reliability, Curiosity, and Efficiency—we create an environment where diverse perspectives thrive and innovation is rewarded.

• Remote‑first flexibility with optional on‑site collaboration.
• Collaborative, cross‑functional teams that celebrate wins together.
• Transparent communication from leadership and a focus on continuous improvement.
• Commitment to work‑life balance, with flexible PTO and “Flex Fridays.”

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics.
• Equity options that allow you to share in the company’s growth.
• Comprehensive health coverage with multiple medical plan options and 100% preventive care coverage.
• Employer‑funded Health Savings Account (HSA) up to $1,000 annually for family coverage.
• Dental and vision plans with 100% routine coverage and $250 vision frame allowance.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, and mental health & well‑being support.
• Rewards and recognition programs that celebrate achievements and milestones.

How to Apply

If you’re ready to lead customer success at the forefront of benefits technology, we’d love to hear from you. Submit your application through our career portal and join a team that values innovation, impact, and personal growth.

Closing

At brighthush, we’re building the future of benefits—one customer at a time. If you are a seasoned customer success professional with a passion for technology, data, and people, this is your chance to make a lasting impact. Apply today and help us shape the next generation of benefits experiences.