Senior Customer Success Team Manager – Remote (Oregon) – Lead High‑Performing Client Success Teams

About brighthush

brighthush is a trailblazing behavioral health services provider that blends cutting‑edge digital health solutions with compassionate, client‑centered care. With a mission to empower individuals and organizations to thrive, brighthush delivers innovative platforms that streamline care coordination, enhance patient engagement, and drive measurable health outcomes. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering value to our clients and the communities we serve.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that is redefining the future of behavioral health. We champion a flexible, remote-first environment that allows you to work from anywhere in Oregon while staying connected to a vibrant community of experts. Our commitment to professional growth, inclusive culture, and meaningful impact makes brighthush the ideal place for ambitious leaders who want to shape the next generation of customer success.

Role Overview

As the Senior Customer Success Team Manager, you will spearhead a high‑performing team of Customer Success Specialists, ensuring our clients receive exceptional support and achieve their desired outcomes. You will be the bridge between our clients, product teams, and executive leadership, translating customer insights into actionable strategies that drive retention, upsell, and overall satisfaction. This role is fully remote, based in Oregon, and offers the autonomy to shape processes, mentor talent, and influence the direction of brighthush’s customer success organization.

Key Responsibilities

• Team Leadership & Development: Build, coach, and inspire a diverse team of Customer Success Specialists, fostering a culture of accountability, continuous improvement, and high engagement.
• Customer Health & Success Strategy: Own the end‑to‑end customer journey, from onboarding to renewal, ensuring proactive health monitoring, risk mitigation, and value realization.
• Performance Coaching & Metrics: Establish clear KPIs, conduct regular performance reviews, and implement data‑driven coaching to elevate team effectiveness.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on customer goals, feature adoption, and feedback loops.
• Process & Tool Optimization: Continuously refine workflows, adopt best practices, and leverage CRM and analytics tools to streamline operations.
• Strategic Insight & Reporting: Deliver actionable insights to senior leadership through dashboards, trend analyses, and quarterly business reviews.
• Client Advocacy: Serve as the voice of the customer within brighthush, championing their needs and ensuring a seamless experience across all touchpoints.
• Scalability & Growth: Design scalable processes that support rapid growth, including onboarding new clients, expanding service offerings, and entering new markets.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field.
• Minimum of 5 years of progressive experience in Customer Success, Account Management, or Partner Engagement within the healthcare or SaaS industry.
• At least 2 years of proven people‑management experience, with a track record of building and scaling high‑performing teams.
• Deep understanding of customer success principles, including health scoring, churn prevention, and upsell strategies.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot, or similar) and data analytics tools (e.g., Tableau, Power BI).
• Strong communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• Demonstrated ability to analyze complex data, identify trends, and translate insights into actionable plans.
• Experience working in a remote or distributed team environment, with a self‑motivated, results‑oriented mindset.

Preferred Qualifications

• Advanced degree (MBA, MS in Healthcare Administration) or relevant certifications (CSM, CSM‑S, or similar).
• Experience managing customer success for behavioral health or mental health technology solutions.
• Knowledge of HIPAA compliance and data privacy regulations in the healthcare sector.
• Background in agile methodologies and experience with product road‑mapping.
• Fluency in additional languages (Spanish, French, etc.) to support diverse client bases.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop talent while fostering a collaborative team culture.
• Strategic Thinking: Visionary mindset to align customer success initiatives with business objectives.
• Analytical Acumen: Strong data literacy, with the capacity to interpret metrics and drive evidence‑based decisions.
• Customer‑Centric Mindset: Passion for delivering exceptional client experiences and building long‑term relationships.
• Project Management: Skilled at managing multiple initiatives, prioritizing tasks, and meeting deadlines.
• Adaptability: Comfortable navigating ambiguity and rapidly evolving priorities in a fast‑paced environment.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our industry. As a Senior Customer Success Team Manager, you will:

• Progress to Director of Customer Success, overseeing multiple teams and shaping the global customer experience.
• Lead cross‑functional initiatives that influence product development, marketing strategy, and overall company growth.
• Participate in executive leadership meetings, contributing to strategic decision‑making.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.
• Mentorship from seasoned leaders in customer success, healthcare technology, and business strategy.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote-first model empowers you to work from anywhere in Oregon while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Collaborative digital workspaces (Slack, Microsoft Teams, Miro).
• Regular virtual coffee chats and team‑building activities.
• Open‑door policy for feedback and idea sharing.

We celebrate diversity and encourage every team member to bring their authentic self to work. Our values—compassion, curiosity, and excellence—guide everything we do, ensuring a supportive environment where you can thrive personally and professionally.

Compensation & Benefits

Salary Range: USD 85,000 – 105,000 per year (commensurate with experience and qualifications). Benefits Package:

• Health, dental, and vision insurance with generous coverage options.
• Flexible paid time off and a generous holiday schedule.
• 401(k) retirement plan with company match.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Remote work stipend to support home office setup.

How to Apply

Ready to lead a high‑impact customer success team at a forward‑thinking behavioral health organization? Submit your resume and a cover letter outlining your leadership experience, customer success achievements, and why you’re excited about brighthush. Click the link below to apply and join a team that is redefining the future of behavioral health.

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Closing Statement

If you are a seasoned customer success leader who thrives on building relationships, driving measurable outcomes, and leading teams in a remote, collaborative environment, brighthush invites you to bring your expertise to our mission of transforming behavioral health. Join us, and together we will create lasting impact for our clients, our employees, and the communities we serve.