Senior Customer Success Team Manager – Driving Customer Growth, Retention, and Expansion in Behavioral Health Solutions at brighthush
About brighthush
brighthush is a trailblazing behavioral health technology company that empowers organizations to deliver high‑impact mental health and wellness services through a robust, data‑driven ecosystem. Our mission is simple yet profound: to transform the way behavioral health providers connect with, support, and empower their clients by leveraging cutting‑edge digital tools, evidence‑based practices, and a culture of continuous improvement. With a growing portfolio of clients ranging from universities and corporate employee assistance programs to public and private behavioral health agencies, brighthush is at the forefront of a rapidly evolving industry that demands agility, empathy, and measurable impact.
Why Join brighthush?
At brighthush, you’ll be part of a high‑energy, collaborative environment where your ideas shape the future of behavioral health technology. We champion diversity, equity, and inclusion, and we’re committed to creating a workplace that values every individual’s unique perspective. Our people are our greatest asset, and we invest heavily in professional development, mentorship, and a culture of transparency and accountability. If you’re passionate about customer success, thrive in a fast‑paced setting, and want to make a tangible difference in people’s lives, brighthush is the place for you.
Key Responsibilities
As the Customer Success Team Manager, you will be the strategic leader who ensures that every brighthush customer realizes measurable value from our solutions. Your role blends people leadership, process optimization, and cross‑functional collaboration to drive retention, expansion, and long‑term partnership success.
Team Leadership & Development
- Supervise, coach, and develop a high‑performing Customer Success Manager (CSM) team, fostering a culture of continuous learning and accountability.
- Set clear performance expectations, conduct regular one‑on‑one reviews, and provide actionable feedback to elevate individual and team outcomes.
- Design and deliver onboarding, training, and skill‑building programs focused on consultative selling, competitive positioning, objection handling, and strategic account conversations.
- Facilitate team meetings, action‑item tracking, and knowledge sharing through role‑play sessions, case studies, and best‑practice workshops.
- Champion a customer‑centered mindset across the team, ensuring consistent delivery of value and proactive engagement.
Customer Health, Retention, and Value Realization
- Own the health, retention, renewal, and expansion metrics for the brighthush customer portfolio.
- Develop and refine a standardized customer health monitoring framework, defining key indicators, risk thresholds, and escalation protocols.
- Establish engagement cadences tailored to account health, strategic importance, and growth potential.
- Prioritize outreach and CSM activities to focus resources on high‑impact accounts, risk mitigation, and expansion opportunities.
- Collaborate with CSMs to identify at‑risk customers, craft proactive mitigation plans, and execute timely interventions.
- Lead renewal strategy and execution, emphasizing demonstrated outcomes and long‑term partnership value.
- Identify, track, and advance expansion opportunities across the existing customer base, ensuring clear ownership and follow‑through.
Strategic Coaching & Execution
- Coach CSMs on account strategy, aligning plans with customer goals, retention objectives, and expansion potential.
- Support complex customer situations, escalations, and sensitive conversations with data‑driven insights and strategic guidance.
- Ensure consistent use of utilization metrics, clinical outcomes, and impact reporting to inform customer strategy.
- Guide CSMs in preparing and leading strategic business reviews that connect brighthush services to customer objectives and uncover growth opportunities.
- Provide coaching on competitive threats, potential churn, and service concerns, ensuring CSMs respond strategically and effectively.
Operational Excellence & Process Innovation
- Maintain playbooks, documentation standards, and engagement models to ensure consistency across the function.
- Implement and continuously improve processes for customer health monitoring, account segmentation, engagement cadences, outreach prioritization, and risk escalation.
- Partner with Sales, Onboarding, Clinical, Product, and Operations leaders to ensure seamless handoffs and clear ownership throughout the customer lifecycle.
- Leverage CRM and customer success systems for accurate account documentation, health tracking, engagement planning, opportunity management, and reporting.
- Identify trends, gaps, or inefficiencies in customer success execution and lead the development of process improvements.
- Track and analyze key performance indicators related to customer engagement, retention, expansion, and team execution.
Cross‑Functional Leadership & Advocacy
- Represent the voice of the customer in cross‑functional discussions, influencing product roadmap, service delivery, and strategic planning.
- Collaborate closely with Sales and Business Development to align expansion strategies and coordinate engagement with existing customers.
- Work with Clinical, Product, and Operations teams to address customer needs, improve service delivery, and strengthen the overall customer experience.
- Communicate customer health trends, retention risks, expansion opportunities, and emerging needs to leadership to inform business strategy and resource prioritization.
- Stay abreast of industry trends, best practices, and competitive landscape to drive continuous improvement and innovation.
Essential Qualifications
- Bachelor’s degree in Business, Marketing, Psychology, or a related field.
- 5+ years of experience in Customer Success, Account Management, or Partner Engagement.
- 2+ years of people management or team leadership experience.
- Strong foundation in customer success principles: adoption, retention, renewals, expansion, proactive engagement, customer health management, and value realization.
- Proven ability to coach and develop customer‑facing professionals.
- Experience designing and implementing customer success processes, including account segmentation, engagement cadences, health monitoring, and risk management.
- Excellent analytical and organizational skills, with a data‑driven approach to prioritization and continuous improvement.
- Exceptional written and verbal communication skills; experience in technical or impact writing is a plus.
- Comfortable using CRM systems and customer health metrics to guide decisions.
Preferred Qualifications
- Graduate degree in Behavioral Health, Public Health, or Business.
- Behavioral health training, licensure, or experience in a behavioral health service delivery setting.
- Familiarity with telehealth or digital health platforms.
- Experience working with higher education institutions, public or private sector behavioral healthcare organizations, and/or employee assistance programs.
- Demonstrated ability to thrive in high‑stress, mission‑driven environments.
Key Skills & Competencies
- Strategic Thinking & Execution
- People Leadership & Coaching
- Data‑Driven Decision Making
- Customer Advocacy & Relationship Management
- Process Design & Continuous Improvement
- Cross‑Functional Collaboration
- Change Management & Adaptability
- Strong Communication & Storytelling
- Resilience & Stress Management
Career Growth & Development Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As the Customer Success Team Manager, you will have the opportunity to:
- Lead a growing customer success organization and shape its strategic direction.
- Move into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.
- Take on cross‑functional initiatives that influence product development, sales strategy, and operational excellence.
- Participate in executive‑level strategy sessions, contributing to the company’s long‑term vision.
- Access to ongoing training, certifications, and mentorship programs that enhance your leadership and industry expertise.
Work Environment & Company Culture
brighthush fosters a culture of transparency, collaboration, and continuous learning. We value:
- Empathy and customer‑centricity in every decision.
- Data‑driven insights that guide strategy and execution.
- Open communication and constructive feedback loops.
- Work‑life balance, with flexible remote work options and a supportive team environment.
- Commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.
Compensation & Benefits
We offer a competitive salary range of $85,000 to $105,000, commensurate with experience and performance. In addition to base pay, you will receive:
- Performance‑based bonuses tied to customer success metrics.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off and flexible vacation policies.
- Professional development budget and access to industry conferences.
- Employee wellness programs, including mental health resources and mindfulness sessions.
- Equity opportunities for senior leaders.
Ready to Make an Impact?
If you are a strategic, data‑savvy leader who thrives on building high‑performing teams and delivering measurable value to customers, we want to hear from you. Join brighthush and help shape the future of behavioral health technology while advancing your career in a supportive, mission‑driven environment.