Senior Executive Customer Success Manager – Championing Strategic Partnerships, Driving Sustainable Growth, and Transforming Senior Care Technology for Senior Living Communities at brighthush

About brighthush

In today’s rapidly evolving senior care landscape, technology is no longer a luxury—it’s a necessity. brighthush sits at the crossroads of innovation and compassion, delivering a unified, cloud‑based platform that empowers senior living communities to streamline operations, enhance communication, and elevate the overall experience for residents, families, and care teams. By integrating sales, marketing, operations, and engagement tools into a single, intuitive interface, we enable communities to focus on what truly matters: delivering care with empathy and excellence.

Founded on deep industry expertise and the strategic merger of leading solutions, brighthush has quickly become the go‑to partner for senior living communities nationwide. We are not just a technology provider; we are a partner in transformation, helping our clients navigate the evolving landscape of senior care with confidence, clarity, and compassion.

Position Overview

As a Senior Executive Customer Success Manager at brighthush, you will be the linchpin between our platform and the senior care communities that rely on it. You will manage a portfolio of 1–3 high‑engagement customers, ensuring their satisfaction, driving adoption, and fostering long‑term partnerships that translate into retention, expansion, and measurable impact. Your deep expertise in customer success, training, and industry best practices will be pivotal in delivering exceptional results and maximizing customer value.

Key Responsibilities

• Executive Relationship Ownership
  • Act as the trusted advisor and primary executive point of contact for one to a few strategic customers.
  • Build deep, multi‑threaded relationships across the customer’s C‑suite and senior leadership.
  • Proactively guide the customer’s long‑term success strategy, ensuring alignment with their business objectives.
  • Serve as the voice of the customer in executive meetings, ensuring their needs are heard and addressed.
• Strategic Partnership & Value Delivery
  • Co‑create multi‑year success plans with the customer, directly tied to business outcomes and ROI.
  • Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) with C‑level stakeholders.
  • Position brighthush as a critical partner in the customer’s transformation or strategic initiatives.
  • Collaborate with cross‑functional teams across the customer journey to deliver exceptional experiences.
  • Identify and champion new opportunities for upsell, cross‑sell, and expansion within the account.
• Data‑Driven Insights
  • Monitor health metrics and proactively address risks.
  • Use data to forecast renewals and provide strategic insights both to the customer and internally.
  • Translate complex data sets into actionable recommendations for executive stakeholders.
• Internal Leadership & Influence
  • Serve as the voice of strategic customers internally, influencing product roadmap and go‑to‑market strategies.
  • Partner with Product, Marketing, and Services to co‑develop solutions for complex enterprise needs.
  • Mentor and guide other Customer Success Managers, sharing best practices for executive engagement and enterprise account management.
  • Champion a culture of continuous improvement and customer advocacy across the organization.
• Operational Excellence
  • Partner cross‑functionally to deliver flawless execution across onboarding, adoption, support, and renewals.
  • Create joint success metrics with the customer and track/report progress at the executive level.
  • Handle escalations with urgency and diplomacy, mobilizing internal executives as needed.
  • Ensure all customer touchpoints are documented, measured, and optimized for maximum impact.

Essential Qualifications

• 7–10+ years in Customer Success, Account Management, or Strategic Consulting roles.
• Proven experience owning executive‑level relationships at enterprise customers.
• Strong background navigating complex organizations and multi‑layered decision‑making.
• Demonstrated success managing multimillion‑dollar ARR accounts.
• Executive presence: ability to engage and influence CxO stakeholders with confidence.
• Experience using a Customer Success Management Platform (e.g., brighthush).
• Comprehensive knowledge of Customer Success best practices.
• Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
• Ability to thrive in a fast‑paced, dynamic environment.
• Strong problem‑solving skills, with a proactive and solutions‑oriented mindset.

Preferred Qualifications

• Background in the senior care, healthcare, or related regulated industry.
• Experience leading cross‑functional teams in a SaaS environment.
• Track record of driving adoption and expansion within enterprise accounts.
• Knowledge of data analytics tools and ability to translate metrics into actionable insights.
• Experience with strategic account planning and renewal forecasting.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Relationship Building & Stakeholder Management
• Data Analysis & Insight Generation
• Project Management & Execution Excellence
• Change Management & Transformation Enablement
• Negotiation & Conflict Resolution
• Customer Advocacy & Voice of the Customer
• Team Coaching & Mentorship
• Adaptability & Resilience in High‑Growth Environments

Career Growth & Learning

At brighthush, your professional journey is as dynamic as the industry we serve. We offer:

• Clear career ladder with opportunities to move into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.
• Access to industry conferences, workshops, and continuous learning programs—both virtual and in‑person.
• Mentorship from seasoned executives and cross‑functional leaders who are passionate about your growth.
• Hands‑on experience shaping product strategy and influencing the future of senior care technology.
• Regular performance reviews that align your goals with the company’s vision, ensuring you’re always moving forward.

Impactful Work Environment

Our culture is built on collaboration, transparency, and a shared commitment to improving senior care. You’ll find:

• A collaborative culture that values diverse perspectives and encourages experimentation.
• A flat hierarchy that empowers employees to make decisions and drive change.
• Transparent communication channels and regular town‑hall meetings where every voice matters.
• An inclusive environment that celebrates differences and fosters belonging.
• Opportunities to work with cross‑disciplinary teams—product, engineering, marketing, and support—to deliver holistic solutions.
• A focus on work‑life balance, with flexible work arrangements and generous paid time off.

Compensation & Benefits

While the exact figures may vary based on experience, we offer a competitive package that includes:

• Competitive base salary with performance‑based bonuses tied to customer success metrics.
• Equity options to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision plans for you and your family.
• Generous paid time off, parental leave, and flexible work arrangements.
• Wellness programs, including gym memberships, mental health support, and mindfulness resources.
• Company‑sponsored volunteer days to give back to the community.
• Professional development stipend and tuition reimbursement for courses that align with your career path.
• Annual performance reviews with clear pathways for advancement.

Why brighthush is the Place to Grow

When you join brighthush, you become part of a mission‑driven team that is redefining how senior living communities operate. You’ll:

• Work with a product that is changing the lives of seniors and their families.
• Collaborate with passionate professionals who are dedicated to innovation and compassion.
• Have the autonomy to shape the customer experience and drive measurable impact.
• Benefit from a culture that values learning, curiosity, and continuous improvement.
• Enjoy a supportive environment where your ideas are heard and your contributions are celebrated.

Ready to Make a Difference?

If you are a seasoned customer success leader with a passion for the senior care industry and a track record of building executive‑level partnerships, brighthush invites you to join our mission. Help us transform the way senior living communities connect, collaborate, and care. Together, we can create technology that not only works but also touches hearts.

Apply today and become a pivotal part of brighthush’s journey to redefine senior care technology.