Senior Customer Success Manager – Healthcare Technology & Behavioral Health Solutions – Championing Implementation, Engagement & Growth at brighthush
About brighthush
brighthush is a pioneering force in the healthcare technology arena, headquartered in Rochester, NY. Our mission is to revolutionize the continuum of care for individuals battling substance use disorder (SUD) by harnessing the power of digital innovation. With a portfolio that includes eIntervention, eTherapy, and eRecovery, we empower patients, families, clinicians, and payers to connect, engage, and thrive in a data‑driven ecosystem. Our flagship smartphone app, Connections, has become a trusted companion for thousands of people navigating the complexities of SUD, while our web‑based referral management, digital cognitive behavioral therapy lessons, and advanced analytics engine provide a comprehensive suite for providers, state and local governments, and health plans.
At brighthush, we believe technology can be the catalyst for lasting change. We are committed to equipping every stakeholder in the SUD continuum with the tools they need to deliver personalized, evidence‑based care. If you are passionate about healthcare, technology, and making a measurable difference in people’s lives, we invite you to join our dynamic, purpose‑driven team.
Why This Role Matters
As a Senior Customer Success Manager, you will be the linchpin that connects our innovative products to the organizations that rely on them. You will guide customers from initial discovery through full implementation, ensuring they achieve tangible outcomes and sustained adoption. Your strategic vision, project‑management expertise, and deep empathy for our clients’ challenges will directly influence the success of brighthush’s mission to transform SUD care.
Key Responsibilities
- End‑to‑End Implementation Leadership – Own the full implementation lifecycle for large‑scale, state‑wide or multi‑site deployments, from kickoff to go‑live, ensuring on‑time, on‑budget delivery.
- Client Engagement & Solution Design – Partner with executive stakeholders to diagnose business pain points, co‑create tailored solution roadmaps, and articulate how brighthush’s platform solves complex SUD care challenges.
- Project Management Excellence – Develop detailed project plans, track milestones, manage risks, and coordinate cross‑functional teams (engineering, product, marketing, support) to meet or exceed client expectations.
- Analytics & Insight Delivery – Utilize our Enterprise Analytics tool to surface in‑app trends, generate actionable insights, and present data‑driven recommendations that boost adoption and clinical outcomes.
- Product Enhancement Advocacy – Identify opportunities for product improvement, collaborate with product management, and champion innovative features that differentiate brighthush in the marketplace.
- Training & Knowledge Transfer – Design and deliver comprehensive training programs for customers and internal teams, including live sessions, webinars, and self‑paced learning modules.
- Mentorship & Team Development – Coach junior team members, facilitate skill‑building workshops, and foster a culture of continuous learning and high performance.
- Travel & On‑Site Support – Conduct in‑person visits (approximately 15% of the time) to build stronger relationships, troubleshoot issues, and reinforce best practices.
Essential Qualifications
- Bachelor’s degree in Healthcare Administration, Business, Information Systems, or a related field.
- Minimum of 5 years of progressive experience in customer success, account management, or implementation roles within the healthcare technology space.
- Proven track record of leading large‑scale, multi‑state implementations of complex software solutions, with documented success metrics.
- Experience engaging with C‑suite executives and senior stakeholders, translating technical capabilities into strategic business value.
- Strong project management skills, including proficiency with tools such as Microsoft Project, JIRA, or Asana.
- Excellent written and verbal communication, with the ability to craft clear, persuasive presentations for diverse audiences.
- Demonstrated ability to mentor and develop junior team members.
- Self‑directed, creative problem‑solver who thrives in a fast‑paced, ambiguous environment.
Preferred Qualifications
- Experience in the SUD treatment, behavioral health, or payer space, including familiarity with referral management, patient engagement, and care coordination.
- Background in digital health or mobile app implementation.
- Advanced analytics skills, including experience with data visualization tools (Tableau, Power BI).
- Project Management Professional (PMP) or similar certification.
- Experience with Agile development methodologies.
Core Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Customer‑Centric Mindset & Empathy
- Stakeholder Management & Influence
- Change Management & Adoption Facilitation
- Data Analysis & Insight Generation
- Team Collaboration & Cross‑Functional Coordination
- Adaptability & Resilience in Dynamic Environments
- Technical Acumen – Comfortable navigating SaaS platforms, APIs, and integration concepts.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. We offer:
- Structured mentorship programs with senior leaders across product, engineering, and sales.
- Access to industry conferences, webinars, and certifications.
- Internal knowledge‑sharing sessions and hackathons to foster innovation.
- Clear career pathways from Customer Success Manager to Director of Customer Success, and beyond into executive roles.
Work Environment & Company Culture
Our culture is built on collaboration, transparency, and a shared commitment to improving lives. Key highlights include:
- Fully remote work model with flexible core hours (Mon‑Fri, 8 a.m.–5 p.m. EST) and support for occasional travel.
- Inclusive, diverse, and equitable workplace that celebrates different perspectives.
- Regular team‑building events, virtual coffee chats, and wellness initiatives.
- Recognition programs that celebrate both individual and team achievements.
- Open communication channels that empower employees to voice ideas and drive change.
Compensation & Benefits
We offer a competitive total rewards package designed to attract and retain top talent:
- Annual base salary range: $72,000 – $92,000, commensurate with experience and geographic location.
- Performance‑based bonuses tied to customer success metrics and company goals.
- Comprehensive health, dental, and vision coverage, with the company covering the employee portion from day one.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Professional development budget and tuition reimbursement.
- Wellness stipend and access to virtual fitness classes.
- Flexible work arrangements and a supportive remote‑first infrastructure.
How to Apply
If you are ready to lead transformative customer journeys, drive adoption of life‑changing technology, and make a lasting impact on the SUD treatment ecosystem, we want to hear from you. Click the button below to submit your application and join the brighthush team.