Senior Customer Success Manager – Health‑Tech & SaaS Portfolio Growth & Retention Lead – Drive Customer Success, Revenue Expansion, and Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazing health‑tech company at the forefront of digital transformation in the care continuum. By weaving together data‑driven insights, AI‑powered analytics, and seamless interoperability, we empower clinicians, payers, and patients to make faster, more accurate decisions. Our award‑winning suite of solutions—ranging from real‑time population health dashboards to secure patient engagement platforms—has already redefined how value‑based care is delivered across the United States. As we scale to meet the surging demand for connected health, we’re building a culture that thrives on curiosity, collaboration, and an unwavering focus on customer impact.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll join a high‑velocity, purpose‑driven team that tackles complex challenges head‑on. We champion autonomy, encourage experimentation, and reward results. If you’re passionate about building lasting relationships, driving measurable growth, and shaping scalable processes, you’ll find a home here. Our people are the engine of our success, and we invest heavily in their professional development, well‑being, and work‑life balance.

Role Overview

As a Senior Customer Success Manager, you will own a portfolio of high‑value accounts and serve as the primary advocate for their success. Your day‑to‑day activities will include:

Key Responsibilities

• Account Ownership & Growth – Manage and expand a diverse set of customer accounts, ensuring high adoption rates and long‑term retention. Own the entire customer lifecycle from onboarding to renewal.
• Renewal & Expansion Strategy – Lead renewal negotiations, identify upsell opportunities, and develop tailored expansion plans that align with each client’s business goals. Drive revenue growth through strategic account planning.
• Relationship Building – Cultivate deep, trust‑based relationships with C‑suite executives, product owners, and operational leaders across the customer organization. Become the go‑to advisor for all customer success matters.
• Customer Onboarding & Adoption – Guide new customers through a seamless onboarding journey, ensuring they achieve early value and are set up for success. Work closely with implementation teams to deliver a frictionless experience.
• Business Reviews & Presentations – Conduct quarterly business reviews (QBRs) and executive‑level presentations that highlight ROI, usage insights, and strategic roadmaps. Translate data into compelling stories.
• Risk Management & Proactive Support – Identify potential churn signals, develop mitigation plans, and collaborate with support and product teams to resolve issues before they impact the customer.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Marketing, and Operations to relay customer feedback, influence roadmap decisions, and drive continuous improvement.
• Process & Tool Optimization – Contribute to the design and refinement of scalable customer success processes, including playbooks, dashboards, and automation workflows. Champion best practices across the organization.
• Data‑Driven Insights – Maintain accurate account records in our CRM, analyze usage metrics, and generate actionable insights that inform strategy and forecasting. Leverage tools such as Salesforce, Gainsight, and Tableau.

Essential Qualifications

• Minimum 3 years of experience in Customer Success, Account Management, or Customer Experience roles, preferably within SaaS or health‑tech.
• Demonstrated success in managing renewals, driving retention, and expanding revenue within a portfolio of accounts.
• Exceptional communication and presentation skills, with the ability to articulate complex concepts to both technical and non‑technical audiences.
• Strong relationship‑building aptitude and a consultative approach to customer engagement.
• Self‑starter who thrives in an autonomous, high‑growth setting and can manage multiple priorities simultaneously.
• Proactive problem‑solver with a data‑driven mindset and a knack for turning insights into action.
• Experience working with cross‑functional teams and influencing product strategy.

Preferred (Nice to Have) Experience

• Background in a startup or high‑growth company where you’ve helped shape customer success frameworks.
• Experience in the healthcare, health‑tech, or social impact sectors.
• Familiarity with SaaS metrics such as NPS, CSAT, churn, and LTV.
• Prior exposure to executive‑level business reviews and strategic account planning.
• Comfort with remote work and a distributed team culture.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture, anticipate future needs, and align customer goals with product capabilities.
• Analytical Acumen – Proficiency in interpreting data, generating insights, and making evidence‑based recommendations.
• Project Management – Skilled at coordinating initiatives across multiple stakeholders and ensuring timely delivery.
• Customer‑Centric Mindset – Passion for delivering exceptional experiences and turning customers into advocates.
• Adaptability – Comfortable navigating ambiguity, pivoting strategies, and learning quickly in a dynamic environment.
• Collaboration & Influence – Strong teamwork skills and the ability to persuade cross‑functional partners toward shared objectives.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders across product, engineering, and sales.
• Regular learning sessions, including industry conferences, webinars, and internal knowledge‑sharing workshops.
• Clear career pathways from Customer Success Manager to Senior Manager, Director, or VP of Customer Success.
• Opportunities to lead cross‑functional initiatives, such as product roadmap contributions or new customer success playbook development.
• Access to cutting‑edge tools and technologies that enable you to stay ahead of industry trends.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and inclusivity. We believe in:

• Open communication channels where ideas are welcomed and feedback is constructive.
• Flexible work arrangements, including hybrid and fully remote options, to support work‑life balance.
• A collaborative atmosphere that encourages cross‑departmental teamwork and knowledge sharing.
• Recognition programs that celebrate individual and team achievements.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive base salary complemented by:

• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Health, dental, and vision insurance plans for employees and their families.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Wellness initiatives such as gym memberships, mental health resources, and mindfulness sessions.
• Equity options for eligible employees, aligning personal success with company growth.

How to Apply

If you’re ready to make a tangible impact, drive customer success at scale, and grow alongside a visionary health‑tech leader, we’d love to hear from you. Submit your application through the link below and join brighthush in shaping the future of digital health.