Senior Customer Success Manager – Strategic Account Leadership, Retention & Expansion Expert

About brighthush

brighthush is a purpose‑driven, high‑growth fintech company that empowers businesses to unlock capital and streamline benefits administration. With a proprietary insurance product designed for employers, we are redefining how teams access financial security. Our culture is built on integrity, accountability, and continuous learning, and every team member plays a pivotal role in driving both client success and our company’s vision.

About the Role

We are seeking a dynamic Senior Customer Success Manager who thrives in a fast‑paced, performance‑driven environment. In this role, you will lead a high‑impact team of Customer Success Managers (CSMs), own the strategy and execution for our most strategic accounts, and serve as a key partner in scaling the Customer Success organization. Your influence will shape processes, drive retention and expansion, and directly impact the growth trajectory of brighthush.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of 3–4 CSMs, providing performance feedback, career development, and day‑to‑day guidance.
• Champion hiring, onboarding, and training initiatives to build a high‑performing, scalable CS team.
• Foster a culture of continuous improvement, knowledge sharing, and high engagement.

Strategic Accounts & Client Outcomes

• Own and manage a portfolio of the company’s most strategic accounts post‑implementation, modeling best practices while driving retention, adoption, and long‑term value.
• Act as the point of escalation for complex or high‑value client issues, partnering with support and product teams to ensure timely resolution.
• Lead executive‑level business reviews (QBRs) with key clients, delivering strategic insights and demonstrating ROI.
• Identify and drive opportunities for account growth, upselling, and cross‑selling across the team’s portfolio.
• Guide customers through onboarding, training, and implementation, and standardize scalable playbooks that ensure successful adoption—especially for payroll‑related workflows, integrations, and time‑sensitive processes.

Strategy, Process & Cross‑Functional Partnership

• Own the Customer Success strategy for the client portfolio in partnership with the Director of Customer Success, including retention, expansion, and renewal targets.
• Monitor team and portfolio health metrics (usage, NPS, churn, expansion revenue) and build reporting that gives leadership visibility into performance.
• Partner cross‑functionally with Sales, Product, and Support leadership to advocate for customer needs and influence the roadmap.
• Drive process improvement and automation initiatives for the CS function alongside the Director of Customer Success.
• Maintain accurate records and reporting standards for customer interactions across CRM & process management systems.

Qualifications

Essential

• Bachelor’s degree in Business, Communications, Marketing, or a related field (or equivalent experience).
• 5–7+ years of experience in customer success, account management, or client‑facing roles, including 2+ years in a leadership, team‑lead, or mentorship capacity.
• Proven track record managing a portfolio of enterprise or strategic accounts and driving measurable retention and expansion outcomes.
• Experience working with payroll systems, payroll integrations, or HRIS platforms (e.g., payroll providers, benefits administration, or related services) strongly preferred.
• Experience with professional services for finance and/or insurance a plus.

Preferred

• Background in SaaS or technology‑driven environments.
• Experience leading cross‑functional initiatives that influence product roadmap.
• Strong analytical skills with the ability to translate data into actionable insights.

Skills & Competencies

• Proven people leadership skills, including coaching, performance management, and team development.
• Excellent communication, executive presence, and presentation skills, with experience engaging senior stakeholders.
• Strong strategic thinking, problem‑solving, and conflict‑resolution abilities.
• Ability to lead a team, manage a portfolio of accounts, prioritize effectively, and operate in a fast‑paced, evolving environment.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot, or similar) and customer success tools, with comfort using data and reporting to drive decisions.
• A consultative, customer‑first mindset with a focus on delivering measurable value at scale.

Other Requirements

• Occasional travel may be required, including for client and team engagements.
• Occasional evening or weekend availability may be required to support client training sessions, team needs, or critical payroll‑related activities.

Who You Are

You’re an A‑Player: coachable, driven, and deeply mission‑aligned. You thrive on ownership, competition, and personal growth. You embody the core values of brighthush:

• Integrity: You do the right thing, even when no one is watching.
• Accountability: You own your outcomes and stay humble when corrected.
• Curiosity: You’re a constant learner with discipline and resilience.
• Relationship‑First: You put relationships before deals and build authentic trust.

You’re not just looking for another sales job—you’re seeking a purposeful career where your work directly impacts business owners and their teams.

Compensation & Benefits

• Fully remote role.
• Competitive base salary: $90,000 – $110,000 + 10% bonus potential.
• Comprehensive benefits package including health, dental, and vision insurance.
• Retirement plan options.
• Paid time off, holidays, and professional development opportunities.
• Compensation is dependent on location, experience, and other requirements.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Customer Success Manager, you will:

• Progress to Director of Customer Success or VP of Customer Success roles.
• Lead cross‑functional initiatives that shape product strategy and company direction.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a robust learning library, including courses on advanced account management, data analytics, and leadership.

Work Environment & Culture

Our culture is defined by:

• Transparency: Open communication across all levels.
• Collaboration: Cross‑functional teams that break down silos.
• Innovation: A safe space to experiment and iterate.
• Work‑Life Balance: Flexible hours and a fully remote setup.
• Community: Regular virtual team events, hackathons, and volunteer opportunities.

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by applicable laws.

Employment decisions at brighthush are based solely on business needs, job requirements, and individual qualifications.