Senior Enterprise Customer Success Manager – Strategic Account Leadership, Retention Excellence, and AI‑Driven Value Delivery

About brighthush

brighthush is redefining the future of healthcare by harnessing the power of artificial intelligence to deliver safe, real‑time, and personalized care at scale. Our mission is simple yet ambitious: to remove the barriers that keep people from accessing the care they need—appointments, waiting rooms, and stigma—so that everyone can live a healthier, fuller life. Since 2020, we have expanded across physical therapy, women’s health, cardiometabolic care, and mental health, and we are now pioneering a fully AI‑native, 24/7 care program that seamlessly integrates physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience.

With more than 700,000 members across three continents and over 10 million AI sessions completed, brighthush has helped 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Our impact is backed by 42 clinical studies, 44+ patents, and a robust investment portfolio that includes leading venture firms. At brighthush, we are not just building technology; we are creating a new standard for healthcare that is safer, smarter, and more accessible.

Why Join brighthush?

• Mission‑Driven Impact: Work on solutions that directly improve health outcomes for millions of people worldwide.
• Innovative Culture: Thrive in a fast‑moving, data‑centric environment where AI fluency is a core expectation and cross‑functional collaboration is the norm.
• Career Growth: Lead high‑impact initiatives, mentor junior teammates, and shape the future of enterprise customer success at a rapidly scaling AI company.
• Competitive Compensation: Receive a comprehensive package that includes a generous base salary, performance‑based bonus, equity, and a full suite of benefits.
• Flexible Work Environment: Enjoy the freedom of remote work with occasional travel (up to 15%) to meet key partners and stakeholders.

Role Overview

As a Senior Enterprise Customer Success Manager at brighthush, you will own a portfolio of 20–30 high‑value enterprise employer relationships. Your primary focus will be to proactively surface renewal blockers, manage retention and renewals, and help benefits leaders and their advisors connect member access, engagement, outcomes, and financial value to clear, data‑driven decisions. You will move fluidly between executive strategy and day‑to‑day operations, diagnosing what is blocking customer value, engaging the right internal partners, and maintaining a credible customer plan even when processes or ownership are unclear.

Key Responsibilities

• Strategic Account Planning: Build proactive account and renewal plans, identify risk early, and focus high‑touch engagement where it can materially change the outcome.
• Retention & Renewal Leadership: Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across a portfolio of consequential enterprise accounts.
• Stakeholder Management: Build multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders, adapting the value story to each decision‑maker.
• Data‑Driven Diagnosis: Use eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI evidence to diagnose account performance; understand how file specifications and data‑flow issues affect customer confidence and results.
• Access & Communication: Secure the customer access and communication permissions needed to reach eligible members and improve enrollment, activation, and sustained engagement.
• Cross‑Functional Collaboration: Identify cross‑functional breakdowns, engage the right partners across Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations, and keep the customer informed through resolution.
• Executive Advocacy: Serve as the primary advocate for the customer’s interests within brighthush, ensuring that executive leadership is aligned with customer priorities.
• Continuous Improvement: Identify opportunities to refine processes, tools, and communications that enhance the customer experience and drive measurable outcomes.

Essential Qualifications

• 10+ years of experience personally owning complex enterprise customer or client relationships after implementation, including renewals, retention, and account recovery.
• Proven track record of using quantitative customer‑value data to make decisions and influence senior stakeholders.
• Exceptional executive communication skills and the judgment to navigate competing customer, consultant, and internal priorities.
• Demonstrated ability to identify cross‑functional breakdowns and engage the right teams to execute a solution.
• Comfort operating in a remote, fast‑moving environment where priorities change and processes or owners may not yet be defined, while managing multiple consequential accounts and traveling up to 15%.
• Strong AI fluency: at least Level 1 (daily use of AI to boost personal productivity) and a passion for integrating AI into customer success workflows.

Preferred Qualifications

• Experience in employer health benefits, digital health, benefits navigation, wellbeing, PBM, or closely related fields.
• Direct work with enrollment, utilization, claims, outcomes, ROI, billing, or member‑engagement data.
• Experience managing complex portfolios through multiple renewal cycles and organizational change.
• Background in data analytics or product management that enhances your ability to translate data into actionable insights.
• Previous experience in a high‑growth AI or SaaS company.

Skills & Competencies

• Strategic Thinking & Execution
• Data Analysis & Insight Generation
• Stakeholder Engagement & Influence
• Problem Solving & Process Improvement
• Communication & Presentation
• Project Management & Prioritization
• AI & Technology Adoption
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. You will have the chance to:

• Lead cross‑functional initiatives that shape the future of enterprise customer success.
• Mentor and coach junior team members, building a high‑performing customer success organization.
• Collaborate with product, data science, and clinical teams to influence product roadmap based on customer insights.
• Participate in leadership development programs, industry conferences, and AI research forums.
• Earn equity and performance bonuses that reflect your impact on the company’s growth.

Work Environment & Culture

brighthush is built on a foundation of inclusivity, curiosity, and relentless pursuit of impact. Our culture encourages:

• Open communication across all levels, from executives to front‑line teammates.
• Data‑driven decision making, with a strong emphasis on transparency and accountability.
• Continuous learning, with access to internal and external training resources.
• Flexibility, allowing you to work remotely while staying connected through virtual collaboration tools.
• Recognition of achievements, both individual and team‑based, through regular feedback loops and celebration events.

Compensation & Benefits

While the exact compensation package will be tailored to your experience, location, and market conditions, you can expect:

• A competitive base salary that reflects your expertise and the value you bring.
• A performance‑based bonus tied to both individual and company metrics.
• Equity in the form of stock options, giving you a stake in brighthush’s long‑term success.
• A comprehensive benefits package that includes health, dental, vision, life insurance, and a 401(k) plan with company match.
• Generous paid time off and flexible work arrangements.
• Access to wellness programs, including mental health resources, fitness stipends, and health coaching.
• Professional development budget for conferences, courses, and certifications.

How Success Will Be Measured

In your first year, success will be defined by:

• Establishing proactive renewal and retention plans that reduce churn and increase upsell opportunities.
• Identifying blockers earlier and expanding access to eligible members where access is limiting results.
• Building strong executive and consultant relationships that increase confidence in brighthush’s value proposition.
• Delivering measurable improvements in member engagement, outcomes, and ROI for enterprise clients.
• Driving cross‑functional collaboration that results in faster issue resolution and higher customer satisfaction scores.

AI Proficiency at brighthush

AI fluency is a core expectation at brighthush. Every candidate is assessed against our three‑level framework—be ready to share real examples of how AI is already part of how you work.

• Explorer (Level 1) – Uses AI daily to boost personal productivity.
• Builder (Level 2) – Creates workflows and tools that elevate the whole team.
• Integrator (Level 3) – Embeds AI into products and processes at scale.

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

Ready to Make an Impact?

If you are a seasoned customer success leader who thrives in a data‑rich, AI‑driven environment and is passionate about transforming healthcare, we want to hear from you. Join brighthush and help us unlock the full potential of AI to heal billions and create a healthier world.

To apply, please submit your resume and a brief cover letter outlining your experience with enterprise customer success, AI integration, and data‑driven decision making. We look forward to exploring how you can contribute to brighthush’s mission.