Senior Customer Success Manager – Cloud‑Native Insurance Software Solutions & Strategic Account Growth Champion – Driving Adoption, Retention, and Revenue Expansion for Commercial Carriers at brighthush

About brighthush

brighthush is not just a technology vendor; we are the architects of the next generation of insurance software. Our flagship platform, the Decisions Suite, is the most configurable, cloud‑native analytics engine on the market, empowering carriers, brokers, and wholesale partners to unlock new revenue streams, streamline underwriting, and accelerate claims processing. With a footprint that spans 22 of the top 25 Property & Casualty carriers and 7 of the top 10 MGA wholesale brokers, we have earned the trust of industry leaders who rely on our data‑driven insights to make faster, smarter decisions.

At brighthush, we fuse deep industry expertise with a relentless focus on customer success. We believe that technology is only as good as the people who use it, which is why we invest heavily in our people, our processes, and our culture. From award‑winning onboarding to a flexible work model, we create an environment where talent can thrive, innovate, and make a tangible impact on the insurance ecosystem.

Why Join brighthush?

• Impactful Work: Shape the future of insurance tech by ensuring our customers achieve measurable business outcomes and realize the full value of our platform.
• Career Growth: Over 25% of our open roles are filled by internal candidates. We champion promotions from within and provide clear career pathways.
• Learning & Development: Unlimited access to brighthush Learning, internal knowledge podcasts, and industry conferences.
• Flexibility: Choose remote, hybrid, or in‑office based on your role and location.
• Compensation & Benefits: Competitive salary ($70k‑$140k), comprehensive health coverage, 401(k) match, paid parental leave, and more.
• Culture: A values‑driven environment that prioritizes integrity, collaboration, continuous improvement, and customer obsession.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our medium to large commercial carrier customers. Your primary focus will be to nurture long‑term relationships, drive product adoption, and ensure customers realize the full value of our Decisions Suite. You will collaborate closely with product, sales, support, and engineering teams to translate customer needs into actionable insights and solutions, while also acting as the internal champion for customer feedback.

Key Responsibilities

• Customer Relationship Management: Serve as the main point of contact for assigned accounts, building trust and rapport with key stakeholders across the organization.
• Strategic Business Reviews: Conduct regular business reviews to align customer objectives with brighthush solutions, identify growth opportunities, and surface potential risks.
• Product Advocacy: Act as the internal champion for customer needs, ensuring product roadmaps reflect real‑world use cases and pain points.
• Onboarding & Transition: Seamlessly hand off new customers from implementation to ongoing success, ensuring a smooth transition and early adoption.
• Usage & Adoption Analytics: Monitor usage patterns, KPI trends, and churn signals; proactively recommend actions to improve engagement and ROI.
• Upsell & Cross‑Sell: Partner with sales to identify and execute on opportunities for additional product modules or advanced analytics services.
• Escalation Management: Resolve complex issues quickly, coordinating with support and engineering to deliver timely solutions.
• Documentation & Reporting: Prepare concise meeting minutes, executive summaries, and performance dashboards for internal and external stakeholders.
• Process Improvement: Contribute to continuous improvement initiatives, refining workflows and best practices across the Customer Success organization.
• Mentorship: Coach junior team members, sharing knowledge and fostering a culture of learning and collaboration.

Enhancement Delivery & Technical Collaboration

• Lead end‑to‑end management of medium‑complexity enhancements, drafting change requests and Statements of Work.
• Collaborate with product and engineering to ensure timely delivery and alignment with revenue recognition policies.
• Maintain a deep understanding of brighthush’s platform architecture, APIs, and SaaS deployment lifecycle.

Internal Process & Continuous Improvement

• Adhere to all internal processes and best practices, ensuring compliance and quality.
• Participate in training programs to stay current on industry trends, product updates, and customer success methodologies.
• Share insights and lessons learned with the broader team to drive collective success.

Who We’re Looking For

• 3+ years of experience in Customer Success, preferably in SaaS or the insurance industry.
• Experience managing national accounts or multiple partner relationships.
• Exceptional communication skills—both written and verbal—capable of delivering compelling presentations.
• Advanced digital literacy: proficiency in MS Office (Word, Excel, PowerPoint) and CRM tools.
• Self‑starter mindset with strong multitasking and prioritization abilities.
• Emotional intelligence and a genuine passion for customer advocacy.
• Nice‑to‑have: Familiarity with APIs, cloud platforms, and SaaS architecture.
• Nice‑to‑have: Understanding of the software development and deployment lifecycle.
• Travel: Less than 10% of the time.

Essential & Preferred Qualifications

Essential

• Proven track record of managing complex, high‑value accounts and driving adoption.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Experience working cross‑functionally with product, sales, and engineering teams.
• Excellent stakeholder management and negotiation skills.

Preferred

• Background in the insurance or financial services industry.
• Experience with cloud‑native SaaS platforms and API integrations.
• Knowledge of underwriting, claims, or risk analytics processes.
• Certifications in Customer Success Management or related fields.

Skills & Competencies

• Strategic Thinking & Execution
• Customer Advocacy & Empathy
• Data‑Driven Decision Making
• Project Management & Prioritization
• Change Management & Adoption
• Collaboration & Influence
• Problem Solving & Escalation Management
• Continuous Learning & Adaptability

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs connecting you with seasoned leaders.
• Access to industry conferences, webinars, and internal knowledge‑sharing sessions.
• Opportunities to lead cross‑functional projects and initiatives.
• Clear career pathways from Customer Success Manager to Director of Customer Success.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Company Culture

Our culture is built on five core pillars: Integrity, Innovation, Collaboration, Growth, and Customer Obsession. We celebrate diversity, equity, inclusion, and belonging in all aspects of our organization. Our teams work in a flexible environment that supports remote, hybrid, and in‑office arrangements, ensuring you can balance professional success with personal well‑being. We host regular hackathons, lunch‑and‑learn sessions, and community service days to foster teamwork and continuous improvement.

Compensation & Benefits

Competitive salary range: $70,000 – $140,000, commensurate with experience and qualifications. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance starting on day one.
• 401(k) plan with employer match.
• Paid parental leave (maternity and paternity).
• Disability insurance.
• Open PTO policy—trust us to manage your time.
• Employee referral bonus program.
• Discounted tuition through our partnership with brighthush.
• Annual wellness stipend and on‑site fitness resources (for in‑office locations).
• Flexible spending accounts for healthcare and dependent care.

Our Core Values

We live our values every day: Integrity, Innovation, Collaboration, Growth, and Customer Obsession. These principles guide how we hire, develop, and retain talent, ensuring that every team member feels empowered to make a difference.

How to Apply

Ready to make a tangible impact in the insurance tech space? Submit your application through our careers portal. We’ll review your profile and, if selected, invite you for a video interview with our recruiting team. Bring your passion for customer success and your desire to help carriers unlock new opportunities.

Equal Opportunity Employer

brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity, equity, inclusion, and belonging in all aspects of our organization. We provide reasonable accommodations for applicants with disabilities throughout the hiring process.

Contact & Privacy

For privacy inquiries, please refer to our Privacy Policy. If you have any questions about the application process, feel free to reach out to our recruiting team.

Thank you for considering a career at brighthush. We look forward to exploring how your expertise can help our customers thrive.