Senior Customer Success Manager – Driving Adoption, Growth, and Advocacy for Cloud‑Based SaaS Solutions in Senior Living Communities at brighthush

About brighthush

brighthush is a trailblazer in the senior living technology space, delivering cloud‑based solutions that empower communities to elevate the quality of life for residents while streamlining clinical, operational, and compliance workflows. With a footprint in more than 8,500 senior living facilities worldwide, we are the fastest‑growing software partner for the industry. Our mission is simple yet profound: build world‑class software that transforms senior care and drives measurable business outcomes for our customers.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll join a purpose‑driven team that is redefining how technology supports aging populations. We blend cutting‑edge SaaS engineering with a deep commitment to empathy, collaboration, and continuous improvement. Whether you’re based in Milwaukee or working remotely from anywhere in the world, you’ll find a culture that values autonomy, innovation, and the impact of every customer interaction.

Role Overview

As a Senior Customer Success Manager, you will be the linchpin between our customers and the entire brighthush organization. Your day‑to‑day activities will include:

Key Responsibilities

• Champion Customer Value: Conduct regular success check‑ins and orchestrate outreach campaigns to ensure clients fully leverage core modules—CRM, eMAR, EHR, Billing, and Move‑Ins.
• Cross‑Functional Partnership: Work closely with Sales, Product, Support, and Marketing to deliver world‑class experiences throughout the customer lifecycle.
• Momentum Management: Diagnose adoption dips by analyzing usage data, identifying friction points, and coordinating rapid, data‑driven solutions.
• Product Expertise: Serve as the go‑to expert on brighthush features, guiding customers on best practices and helping them overcome challenges.
• Issue Resolution: Respond swiftly to pricing queries, churn flags, and support escalations, turning obstacles into constructive conversations.
• Playbook Development: Build and evolve outreach sequences, adoption frameworks, negotiation scripts, objection‑handling guides, and retention flows.
• Success Planning: Ensure every customer derives maximum ROI from their investment by crafting and executing tailored success plans.
• Strategic Guidance: Advise clients on how brighthush tools can accelerate their top initiatives and secure long‑term success.
• Customer Advocacy: Collect feedback, spotlight success stories, and facilitate case studies to amplify the customer voice.
• Internal Champion: Act as the customer’s advocate within brighthush, ensuring their needs are represented in product and process decisions.
• Exceptional Communication: Maintain clear, proactive communication with customers and internal stakeholders alike.

Essential Qualifications

• 2–5 years of experience in SaaS Customer Success, Inside Sales, or Retention roles, preferably in high‑volume outreach environments.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Proactive mindset with a proven track record of cold outreach—calls, emails, demos—converting conversations into tangible outcomes.
• Analytical acumen: Comfortable with CRM/reporting tools such as Salesforce, Gainsight, HubSpot, Excel, or SQL to monitor patterns and derive actionable insights.
• Strong listening skills and the ability to navigate sensitive discussions around billing, churn, and pricing.
• Self‑starter who thrives building processes and working independently without micromanagement.
• Collaborative spirit with a belief in cross‑functional teamwork across Sales, Product, Support, and Marketing.
• Solution‑oriented attitude, meticulous attention to detail, and resourcefulness in multitasking.
• Excellent written and verbal communication skills, with the ability to create clear, brand‑aligned materials.
• Early adopter of tools that streamline workflows and enhance productivity.
• Enthusiasm for healthcare, especially senior care or services for individuals with intellectual and developmental disabilities.

Preferred Qualifications

• Hands‑on experience with SaaS onboarding, value realization, retention campaigns, or renewals management.
• Experience in the senior living or broader healthcare technology sector.
• Knowledge of compliance frameworks relevant to senior care (e.g., HIPAA, CMS regulations).
• Background in data‑driven customer success metrics and KPI development.

Skills & Competencies

• Customer‑centric mindset: Deep empathy for client challenges and a passion for delivering value.
• Strategic thinking: Ability to see the big picture while managing day‑to‑day details.
• Problem‑solving: Quick to diagnose issues, propose solutions, and implement fixes.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Project management: Skilled at prioritizing tasks, setting timelines, and coordinating cross‑team initiatives.
• Adaptability: Comfortable with rapid change, new technologies, and evolving customer needs.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Structured mentorship programs with senior leaders in Customer Success, Product, and Engineering.
• Regular training on product updates, industry trends, and advanced customer success methodologies.
• Opportunities to lead cross‑functional projects, influencing product roadmap and customer experience.
• Clear career pathways to Senior Customer Success Manager, Director of Customer Success, or Customer Experience Lead roles.
• Participation in industry conferences, webinars, and thought‑leadership panels.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Open‑door communication channels with leadership.
• Inclusive decision‑making processes that value every voice.
• Regular team‑building events, both virtual and in‑person, to strengthen relationships.

Compensation & Perks

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

• Base salary commensurate with industry standards and your experience.
• Performance‑based bonuses tied to customer satisfaction, renewal rates, and adoption metrics.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous holiday schedule.
• 401(k) plan with company match.
• Professional development budget for courses, certifications, and conferences.
• Wellness initiatives, including virtual fitness classes and mental health resources.
• Equity opportunities for senior roles.

How to Apply

If you’re ready to make a tangible impact on the lives of seniors and the communities that care for them, we’d love to hear from you. Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. We’re excited to explore how your expertise can help us continue to lead the industry.

Join brighthush Today

At brighthush, you’ll be more than a Customer Success Manager—you’ll be a trusted partner, a strategic advisor, and a catalyst for change. Your work will touch thousands of residents, staff, and families, ensuring that technology serves as a bridge to better health, safety, and happiness. If you’re passionate about customer advocacy, data‑driven success, and building lasting relationships, this is the role for you. Apply now and help us shape the future of senior living technology.