Senior Customer Success Manager – Enterprise Adoption & Retention Lead (Remote) – Driving Revenue Growth, Customer Advocacy, and Strategic Partnerships for High‑Impact SaaS Solutions at brighthush

About brighthush

brighthush is a trailblazing SaaS platform that transforms how organizations manage employee benefits. Founded in 2021, we have evolved from a lean startup into a high‑growth, remote‑first company with a dedicated team of 11‑50 professionals. Our mission is simple yet powerful: give every organization the data, insights, and decision‑maker reach they need to design, manage, and optimize benefits that truly matter to employees. By marrying cutting‑edge analytics with an intuitive interface, brighthush is redefining how companies approach benefits, driving better outcomes for both employers and their teams.

Why brighthush?

At brighthush, success is a collective effort. We are a results‑oriented, remote‑first culture that values autonomy, continuous learning, and a shared commitment to excellence. As a Senior Customer Success Manager, you will sit at the heart of our growth engine, ensuring that our customers not only adopt our platform but thrive with it. You’ll have the opportunity to shape the customer experience, influence product development, and accelerate your own career in a fast‑moving, high‑impact environment.

Role Overview

In this role, you will own a portfolio of enterprise accounts from onboarding through renewal. You will be the trusted advisor for our customers, driving product adoption, identifying expansion opportunities, and safeguarding account health. Your work will directly impact customer satisfaction, retention, and revenue growth, while collaborating closely with our Support, Engineering, and Product teams to deliver seamless, value‑driven experiences. You will be the bridge between our customers and the rest of the organization, ensuring that every voice is heard and every need is met.

Key Responsibilities

• End‑to‑End Account Ownership: Manage the full lifecycle of each account, from initial onboarding to renewal and expansion.
• Strategic Renewal Management: Develop and execute renewal plans, building strong relationships with decision‑makers, influencers, and end‑users to secure long‑term commitments.
• Onboarding & Adoption Champion: Design and deliver onboarding programs that accelerate user adoption, leveraging training, best‑practice guides, and self‑serve resources.
• Account Health Monitoring: Use data‑driven insights to track health metrics, flag risks early, and implement recovery plans for at‑risk accounts.
• Business Reviews & Executive Presence: Conduct quarterly business reviews with key accounts, presenting insights, ROI, and strategic recommendations to senior stakeholders.
• Expansion & Upsell Identification: Spot and close upsell and cross‑sell opportunities, collaborating with Sales and Product to tailor solutions that meet evolving customer needs.
• Issue Escalation & Resolution: Partner with Support and Engineering to resolve technical issues swiftly, keeping customers informed throughout the process.
• Product Feedback Loop: Gather and prioritize customer feedback, communicating insights to Product and Engineering to shape future releases.
• CRM & Data Integrity: Maintain accurate records in brighthush’s CRM, ensuring deals, stages, contracts, and account notes are up‑to‑date.

Essential Qualifications

• 5+ years of proven experience in Customer Success, Account Management, or a related field.
• Track record of owning a book of business and consistently meeting or exceeding renewal and retention targets.
• Deep understanding of the employee benefits or insurance landscape (carrier, broker, or vendor perspective).
• Hands‑on experience with SaaS platforms, including onboarding, training, and adoption initiatives.
• Strong analytical mindset: comfortable using data to prioritize accounts, spot risk, and drive decision‑making.
• Executive‑level communication skills with the ability to present confidently to senior stakeholders.
• Highly organized, process‑driven, and adaptable in a fast‑changing, early‑stage environment.
• Proficiency with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
• Experience with sales intelligence, data, or prospecting tools.

Preferred Qualifications

• Experience in B2B SaaS customer success roles within the benefits or HR tech space.
• Background in data analytics or product management, providing a holistic view of customer journeys.
• Knowledge of compliance and regulatory considerations in the benefits industry.
• Fluency in using data visualization tools (e.g., Tableau, Power BI) to communicate insights.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning challenges into opportunities.
• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and drive long‑term value.
• Communication & Presentation: Clear, concise, and persuasive communication across all levels.
• Problem‑Solving: Proactive in identifying issues, proposing solutions, and collaborating cross‑functionally.
• Data‑Driven Decision Making: Comfortable interpreting metrics, generating reports, and translating data into actionable insights.
• Collaboration: Strong teamwork skills, working effectively with Sales, Product, Engineering, and Support.
• Adaptability: Thrives in a dynamic, evolving environment, embracing change and continuous improvement.

Career Growth & Development

At brighthush, we invest in our people’s growth. As a Senior Customer Success Manager, you will have the chance to:

• Lead cross‑functional initiatives that shape product strategy and customer success frameworks.
• Mentor junior team members, fostering a culture of learning and excellence.
• Progress into leadership roles such as Customer Success Director or VP of Customer Success, depending on performance and ambition.
• Participate in ongoing training programs, industry conferences, and certification courses to stay ahead of market trends.
• Benefit from a transparent career ladder, with clear metrics for advancement and regular performance reviews.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the USA, supported by a robust digital collaboration ecosystem. We value:

• Results‑Oriented Freedom: Focus on outcomes, not hours. We trust you to manage your time and deliver excellence.
• Inclusive & Collaborative Spirit: Diverse perspectives are celebrated, and every voice is heard.
• Continuous Learning: Regular knowledge‑sharing sessions, lunch‑and‑learns, and access to industry resources.
• Transparent Communication: Open channels with leadership, frequent town halls, and a culture of feedback.
• Work‑Life Balance: Unlimited time off policy ensures you recharge and return refreshed.

Compensation & Benefits

While specific figures may vary based on experience, we offer a competitive package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Equity upside in a high‑growth startup, giving you a stake in brighthush’s success.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Unlimited paid time off, empowering you to balance work and personal life.
• Professional development stipend and access to industry events.
• Flexible work schedule and remote‑first infrastructure.

How to Apply

If you’re ready to take your customer success career to the next level, help shape the future of benefits technology, and thrive in a dynamic, remote environment, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Senior Customer Success Manager role.

Apply now and join a team that’s committed to innovation, customer success, and making a real impact in the benefits industry.