Senior Customer Success Manager – Virtual Health & Digital Care Champion – Driving Strategic Partnerships, Accelerating Growth, and Transforming Family Health Outcomes at brighthush
Welcome to brighthush: A New Era of Family‑Centric Virtual Care
At brighthush, we’re not just building a technology platform; we’re crafting a movement that redefines how families experience health in the 21st century. By uniting clinicians, technologists, data scientists, and compassionate caregivers, we have created a seamless, 24/7 virtual medical practice that places women and children at the heart of every decision. From pregnancy and postpartum support to pediatrics, menopause, and perimenopause, our platform delivers proactive, personalized care that feels like a trusted partner in every moment of life.
Our mission is simple yet ambitious: to make high‑quality, individualized healthcare accessible to families across the United States—earlier, more efficiently, and with a level of care that feels human and trustworthy. We harness cutting‑edge technology, data analytics, and empathy to transform the digital health landscape, making care scalable, sustainable, and deeply personal.
Why brighthush Matters in Today’s Health Ecosystem
Health systems are under unprecedented strain, costs are rising, and patients crave convenience. brighthush bridges the gap between traditional care and the digital age, empowering families to receive timely, evidence‑based care from the comfort of their homes. By partnering with employers, health plans, and community organizations, we extend our reach, ensuring that every family—regardless of geography or socioeconomic status—has access to the care they deserve.
Role Overview: The Strategic Partner Who Drives Impact
As a Senior Customer Success Manager at brighthush, you will be the linchpin between our organization and the employers, health plans, and partners that enable families to access our services. Your strategic vision, relationship‑building expertise, and data‑driven mindset will directly influence the growth of our platform, the satisfaction of our partners, and ultimately the health outcomes of the families we serve.
In a fast‑evolving healthcare ecosystem, your role will shape how brighthush scales its impact, ensuring that every partnership is not just a contract but a collaborative journey toward better health for mothers, babies, and children.
Key Responsibilities – What You’ll Do Every Day
- Partner Champion: Serve as the primary point of contact and trusted advisor for all brighthush clients, cultivating deep, long‑lasting relationships that reflect a thorough understanding of their business goals and member needs.
- Implementation & Onboarding Lead: Guide complex, multi‑stakeholder implementations from kickoff to go‑live, ensuring seamless transitions and an outstanding customer experience.
- Strategic Advocate: Translate client feedback into actionable insights for product, engineering, and growth teams, championing initiatives that elevate client value and satisfaction.
- Business Review Architect: Design and deliver regular business reviews that showcase brighthush’s impact, identify improvement opportunities, and reinforce the partnership’s value proposition.
- Risk & Issue Manager: Proactively identify potential risks, orchestrate cross‑functional responses, and drive rapid resolution of critical client issues.
- Growth Catalyst: Collaborate with growth, marketing, and operations to identify and execute strategic opportunities—such as enrollment campaigns, joint presentations, and partnership expansions—that accelerate client success.
- Trend Analyst: Monitor industry trends, client pain points, and emerging needs, driving cross‑functional solutions that keep brighthush ahead of the curve.
- Data Steward: Own the collection, analysis, and reporting of key performance indicators that measure client health, adoption, and satisfaction.
- Mentor & Coach: Provide guidance to junior Customer Success team members, fostering a culture of continuous learning and high performance.
- Thought Leader: Represent brighthush at industry events, webinars, and panels, sharing insights on virtual care and customer success best practices.
Essential Qualifications – What We Expect
- 3–7 years of experience in consulting, customer success, or project management, with at least 2 years in health tech or healthcare environments.
- Proven track record of managing multiple, high‑impact projects simultaneously while balancing competing priorities across internal and external stakeholders.
- Strong project management skills, including the ability to develop detailed plans, set realistic milestones, and deliver results on time and within budget.
- Exceptional written and verbal communication skills, capable of articulating complex concepts to diverse audiences—from frontline clinicians to executive leadership.
- Self‑motivated, data‑driven, and comfortable thriving in a fast‑paced, metrics‑focused environment.
- Demonstrated ability to exceed customer satisfaction, retention, and expansion targets.
- Willingness to continuously learn new content areas and apply data and research to drive decision‑making.
- Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight).
- Strong analytical mindset with proficiency in Excel, SQL, or data visualization tools.
Preferred (Bonus) Qualifications – The Extra Edge
- Experience building cross‑functional relationships and being recognized as a trusted partner.
- Background in implementing solutions for employers or managing employer relationships.
- Prior exposure to virtual care settings or digital health platforms.
- Experience with data‑driven customer success metrics and dashboards.
- Knowledge of healthcare regulations (HIPAA, ACA) and compliance best practices.
- Experience leading or participating in product roadmap discussions.
Core Skills & Competencies – What Makes You Successful
- Strategic Thinking & Vision
- Relationship Management & Influence
- Project & Program Management
- Data Analysis & Insight Generation
- Problem Solving & Creative Innovation
- Communication & Storytelling
- Collaboration Across Functions
- Adaptability & Resilience
- Customer‑Centric Mindset
- Leadership & Coaching
Career Growth & Learning Opportunities – Your Path Forward
At brighthush, your career trajectory is as dynamic as the industry itself. As a Senior Customer Success Manager, you will:
- Progress to Director or VP of Customer Success, shaping the overall customer experience strategy.
- Lead cross‑functional initiatives that influence product roadmap, marketing strategy, and operational excellence.
- Mentor junior team members, fostering a culture of continuous learning and professional development.
- Participate in industry conferences, webinars, and thought‑leadership panels, positioning yourself as a recognized expert in virtual health.
- Access internal training programs, certifications, and tuition reimbursement to broaden your skill set.
- Take ownership of new business development projects, expanding your influence beyond customer success into strategic growth.
Work Environment & Company Culture – Why We’re Different
brighthush thrives on a culture that values:
- Patient‑First Mindset: Every decision is anchored in improving outcomes for mothers, babies, and families.
- Data‑Driven Decision Making: We rely on robust analytics to guide strategy, measure impact, and iterate quickly.
- Collaboration Across Disciplines: Clinicians, technologists, and business leaders work side‑by‑side to solve complex problems.
- Speed & Agility: We move fast, experiment boldly, and learn from both successes and setbacks.
- Inclusivity & Respect: Diversity of thought, background, and perspective is celebrated and essential to our mission.
- Remote‑First Flexibility: Work from anywhere in the continental United States while staying connected through regular virtual huddles, team‑building events, and a robust digital collaboration platform.
Compensation & Benefits – We Value Your Expertise
We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:
- Base Salary: $125,000 – $145,000 per year, commensurate with experience.
- Performance Bonus: Annual bonus potential tied to individual and company performance metrics.
- Equity: Equity grant participation, giving you a stake in brighthush’s growth and success.
- Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family.
- Financial Planning: 401(k) plan with company match, Health Savings Account (HSA) options, and Flexible Spending Accounts (FSA).
- Paid Time Off: Competitive vacation policy, sick leave, and 16 weeks of paid parental leave.
- Remote Work Flexibility: Fully remote work within the U.S., with occasional in‑person gatherings as needed.
- Professional Development: Access to conferences, courses, and certifications to support your growth.
- Well‑Being Programs: Mental health resources, wellness stipends, and employee assistance programs.
Our Commitment to Diversity & Inclusion
brighthush is dedicated to building a workforce that mirrors the diverse communities we serve. We actively welcome candidates of all races, ages, sexual orientations, gender identities, national origins, religions, disabilities, and veteran statuses. We believe that diverse perspectives drive innovation, improve patient outcomes, and strengthen our organization.
Ready to Make an Impact?
If you are a strategic, customer‑centric leader who thrives in a fast‑paced, data‑driven environment and is passionate about transforming healthcare for families, we want to hear from you. Join brighthush as a Senior Customer Success Manager and help us bring proactive, personalized care to every mother, baby, and child across the nation.