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

About brighthush

brighthush is a trailblazing health‑tech powerhouse that harnesses the power of data analytics to transform patient care. By delivering cutting‑edge solutions that empower clinicians to diagnose and treat with unprecedented precision, we are redefining the future of medicine. Our mission is simple yet profound: to make advanced analytics accessible, actionable, and impactful for healthcare professionals worldwide. With a culture rooted in innovation, collaboration, and a relentless focus on customer success, brighthush is the partner of choice for organizations that aspire to elevate their clinical outcomes and operational efficiency.

Role Overview

As a Senior Customer Success Manager – Strategic Account Leadership, Retention & Expansion Specialist, you will be the linchpin that connects our technology with the people who rely on it. You will own the end‑to‑end lifecycle of our most strategic accounts, ensuring they not only achieve their desired outcomes but also uncover new opportunities for growth. Your blend of commercial acumen, data‑driven insight, and consultative expertise will drive retention, deepen relationships, and unlock expansion revenue across a portfolio of high‑value clients.

Key Responsibilities

• Client Lifecycle Stewardship: Own the full lifecycle of strategic accounts, from onboarding through renewal, ensuring seamless adoption, continuous value realization, and proactive risk mitigation.
• Retention & Expansion Engine: Develop and execute tailored success plans that drive customer satisfaction, reduce churn, and identify upsell or cross‑sell opportunities that align with each client’s evolving needs.
• Strategic Consulting & Advisory: Serve as a trusted advisor to senior stakeholders, translating complex data insights into actionable business strategies that enhance clinical outcomes and operational efficiency.
• Data‑Driven Decision Making: Leverage analytics dashboards, usage metrics, and health‑tech KPIs to monitor account health, forecast renewal probabilities, and surface growth levers.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on account priorities, feature requests, and go‑to‑market strategies.
• Thought Leadership & Advocacy: Represent brighthush at industry conferences, webinars, and client events, positioning the company as a thought leader in health‑tech analytics.
• Travel & On‑Site Engagement: Conduct on‑site visits and executive briefings across the United States (30–40% travel), fostering deep relationships and ensuring on‑ground success.

Essential Qualifications

• 7–10+ years of progressive experience in client success, account management, consulting, or project management within the health‑tech or technology sector.
• Proven track record of improving retention rates and driving expansion revenue in a B2B environment.
• Strong project management skills, with the ability to juggle multiple high‑priority initiatives simultaneously.
• Commercial acumen: Ability to understand and articulate the financial impact of analytics solutions on client operations.
• Data‑driven mindset: Proficiency in using analytics tools to derive insights, forecast trends, and inform strategy.
• Fluency in English, both written and spoken, with exceptional communication and presentation skills.
• Willingness to travel 30–40% across the United States for client engagements and industry events.

Preferred Qualifications

• Experience working with healthcare providers, payers, or life‑science organizations.
• Background in clinical data analytics, genomics, or precision medicine.
• Advanced knowledge of CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Totango).
• Demonstrated ability to lead cross‑functional teams and influence executive stakeholders.
• Certifications in project management (PMP, Prince2) or customer success (CSM, CCS).

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while paying attention to granular details.
• Relationship Building: Talent for cultivating trust and rapport with C‑suite executives and technical leads.
• Analytical Rigor: Strong quantitative skills to interpret data, identify trends, and recommend actionable insights.
• Problem Solving: Creative and pragmatic approach to resolving complex client challenges.
• Adaptability: Comfortable navigating a fast‑paced, evolving technology landscape.
• Leadership: Ability to mentor junior team members and lead cross‑functional initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as our business success. As a Senior Customer Success Manager, you will:

• Progress into a Director of Customer Success role, overseeing a broader portfolio and shaping the customer experience strategy.
• Transition into a Product Management or Business Development leadership track, leveraging your deep client insights.
• Participate in our internal leadership development program, featuring mentorship, executive coaching, and rotational assignments.
• Access to continuous learning resources, including industry certifications, conferences, and a generous tuition reimbursement policy.
• Collaborate with a global network of experts, fostering cross‑border knowledge exchange and innovation.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, collaboration, and impact. We celebrate diversity, encourage open dialogue, and reward bold ideas. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through virtual town halls, hackathons, and quarterly in‑person retreats. We prioritize work‑life balance, mental health, and continuous improvement, ensuring that every team member feels valued and empowered to contribute their best.

Compensation & Benefits

Base Salary: USD 130,000 – 170,000 per year, commensurate with experience and performance. Bonus & Equity: Performance‑based bonus structure and potential equity participation in line with company policy. Benefits:

• 401(k) plan with company match
• Comprehensive health, dental, and vision insurance
• Generous paid time off (PTO) and holiday schedule
• Flexible work arrangements and remote work stipend
• Wellness program, including mental health resources and gym reimbursement
• Professional development budget and tuition reimbursement
• Employee assistance program (EAP) and life insurance

How to Apply

Ready to make a tangible difference in the world of health‑tech? If you are a strategic thinker with a passion for customer success and a proven record of driving growth, we want to hear from you. Click the link below to submit your application and join the brighthush team where innovation meets impact.