Senior Customer Success Team Manager – Remote, Michigan – Drive Customer Growth, Retention, & Satisfaction at brighthush

About brighthush

At brighthush, we are redefining the future of behavioral health by blending cutting‑edge digital solutions with compassionate, evidence‑based care. Our mission is to empower individuals and organizations to achieve lasting mental wellness through technology that is both accessible and effective. With a growing portfolio of cloud‑based platforms, mobile applications, and data‑driven insights, we serve a diverse range of clients—from private practices and health plans to large enterprises—helping them transform the way they deliver behavioral health services.

As a leader in the intersection of healthcare and technology, brighthush is committed to fostering a culture of innovation, collaboration, and continuous learning. We believe that our people are our greatest asset, and we invest heavily in their professional growth, well‑being, and career advancement. Whether you’re a seasoned veteran or an ambitious newcomer, you’ll find a supportive environment where your ideas are heard, your impact is measurable, and your career trajectory is limitless.

Why Join brighthush?

• Impactful Work: Your efforts will directly influence the success of our clients and the well‑being of countless individuals.
• Remote Flexibility: Work from anywhere in Michigan while staying connected to a vibrant, distributed team.
• Competitive Compensation: Base salary range of USD 85,000 – 105,000 per year, with performance‑based bonuses and equity opportunities.
• Comprehensive Benefits: Health, dental, vision, 401(k) with company match, generous paid time off, mental‑health stipends, and continuous learning allowances.
• Career Growth: Clear pathways to senior leadership roles, mentorship programs, and cross‑functional project exposure.
• Inclusive Culture: A workplace that celebrates diversity, equity, and inclusion, with employee resource groups and regular town‑halls.

Key Responsibilities

As the Senior Customer Success Team Manager at brighthush, you will be the linchpin between our customers and the product teams, ensuring that every client achieves their desired outcomes. Your day‑to‑day responsibilities will include:

• Team Leadership & Development: Recruit, onboard, and mentor a high‑performing Customer Success team of 6–10 members. Conduct regular one‑on‑ones, performance reviews, and skill‑gap analyses to foster continuous growth.
• Customer Health & Retention: Own the end‑to‑end customer journey, from onboarding to renewal. Develop and maintain health scorecards, churn‑prediction models, and proactive outreach plans.
• Strategic Account Management: Build and nurture long‑term relationships with key accounts, acting as the primary point of contact for escalations, renewals, and upsell opportunities.
• Process & Tool Optimization: Champion the adoption of best practices in CRM usage, data hygiene, and workflow automation. Work closely with Product and Engineering to translate customer feedback into roadmap priorities.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product, and Support to align on customer success metrics, launch plans, and go‑to‑market strategies.
• Reporting & Analytics: Produce weekly, monthly, and quarterly dashboards that track KPIs such as NPS, CSAT, churn rate, and renewal revenue. Present insights to senior leadership and recommend actionable improvements.
• Continuous Improvement: Lead initiatives to refine onboarding flows, create knowledge base resources, and implement customer advocacy programs.

Essential Qualifications

To thrive in this role, you should bring a blend of strategic vision, operational excellence, and a passion for customer advocacy.

• Minimum 5 years of experience in Customer Success, Account Management, or Partner Engagement within a SaaS or technology‑driven environment.
• At least 2 years of proven people‑management experience, with a track record of building and scaling high‑performing teams.
• Strong understanding of customer success principles, including journey mapping, health scoring, and churn mitigation.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot, or similar) and data analytics tools (e.g., Tableau, Looker, or Power BI).
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Demonstrated ability to translate complex data into actionable business insights.
• Experience in the healthcare or behavioral health sector is highly desirable but not mandatory.

Preferred Qualifications

These additional qualifications will set you apart and accelerate your success at brighthush.

• Experience working with behavioral health or mental‑health technology solutions.
• Background in a regulated industry (HIPAA, GDPR, or similar compliance frameworks).
• Advanced certifications in Customer Success (CSM, CCS) or Project Management (PMP, Agile).
• Fluency in additional languages (Spanish, French, Mandarin) to serve a diverse client base.
• Track record of leading cross‑functional initiatives that resulted in measurable revenue growth.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop talent.
• Strategic Thinking: Visionary mindset with a data‑driven approach to problem solving.
• Customer‑Centric Mindset: Deep empathy for client challenges and a relentless drive to deliver value.
• Analytical Acumen: Proficiency in interpreting metrics, spotting trends, and making evidence‑based decisions.
• Collaboration & Influence: Skilled at building consensus across functional teams.
• Adaptability: Comfortable navigating ambiguity in a fast‑paced, evolving environment.
• Technical Proficiency: Comfortable with CRM systems, data visualization tools, and basic SQL queries.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As a Senior Customer Success Team Manager, you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Annual learning stipend to attend industry conferences, workshops, or pursue certifications.
• Rotational programs that allow you to gain exposure to Product, Sales, and Engineering functions.
• Clear promotion pathways to Director of Customer Success, VP of Customer Experience, or Chief Customer Officer roles.
• Opportunities to lead high‑impact projects that shape the future of our product roadmap.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that respect your personal and professional life.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• Inclusive employee resource groups that celebrate diversity and foster belonging.
• Open‑door policy where ideas are welcomed and feedback is encouraged.
• State‑of‑the‑art collaboration tools (Slack, Teams, Miro) that keep the team connected.

Compensation & Benefits

While the base salary range for this role is USD 85,000 – 105,000 per year, we offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance with a generous employer contribution.
• 401(k) plan with company match up to 5%.
• Unlimited paid time off (PTO) policy to support work‑life balance.
• Annual mental‑health stipend and access to virtual counseling services.
• Professional development budget for courses, certifications, and conferences.
• Equity options to share in the company’s long‑term success.
• Monthly wellness stipend for gym memberships, meditation apps, or home office upgrades.

How to Apply

Ready to lead a dynamic Customer Success team and make a tangible impact on the mental‑health landscape? Click the link below to submit your application and join the brighthush family.

Apply To This Job

Closing Statement

At brighthush, we’re not just building products; we’re building a healthier, more resilient world. If you’re a strategic thinker, a people‑first leader, and a customer‑obsessed professional ready to drive growth and innovation, we want to hear from you. Join us in shaping the future of behavioral health and empowering individuals to thrive.