Senior Executive Customer Success Manager – Strategic Partnerships & Growth Leadership in Senior Care Technology, Driving ROI, Transformation, and Innovation at brighthush

About brighthush

brighthush is more than a software vendor; we are the catalyst behind the next wave of senior care innovation. By fusing advanced analytics, intuitive workflows, and a deep commitment to compassionate service, we empower senior living communities to deliver care that is both efficient and heartfelt. Our all‑in‑one platform unites sales, marketing, operations, and resident engagement into a single, seamless experience, allowing care teams to focus on what truly matters: the people they serve.

Founded on a blend of industry expertise and strategic mergers, brighthush has quickly become the go‑to partner for senior living organizations nationwide. Whether a community seeks to elevate resident engagement, streamline family communication, or optimize operational efficiency, our platform provides the tools and insights needed to thrive at every stage of care.

At brighthush, we believe technology should amplify the compassion and dedication of care teams, not replace them. This philosophy drives everything we build—from seamless data integration to real‑time analytics that help leaders make informed decisions. If you’re passionate about transforming senior care through technology and want to join a company that values collaboration, innovation, and impact, brighthush is the place for you.

Why This Role Matters

As a Senior Executive Customer Success Manager, you will be the linchpin between brighthush and our most strategic, high‑engagement customers. Your influence will shape the long‑term success of senior living communities, ensuring they realize tangible ROI, deepen resident and family relationships, and stay ahead of industry trends. You will serve as the trusted advisor to C‑suite leaders, guiding them through transformation initiatives and positioning brighthush as a critical partner in their journey.

In this role, you will not only manage relationships—you will co‑create the future of senior care technology. Your insights will inform product development, your advocacy will shape industry standards, and your leadership will inspire the next generation of customer success professionals.

Key Responsibilities

Executive Relationship Ownership

• Trusted Advisor: Serve as the primary executive point of contact for 1–3 strategic customers, building deep, multi‑threaded relationships across the C‑suite and senior leadership.
• Strategic Alignment: Proactively guide each customer’s long‑term success strategy, ensuring it aligns with their business objectives and key performance indicators.
• Value Delivery: Co‑create multi‑year success plans tied directly to business outcomes and ROI, and lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) with C‑level stakeholders.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and advisory panels, sharing best practices and emerging trends with senior care leaders.

Strategic Partnership & Value Delivery

• Transformation Champion: Position brighthush as a critical partner in the customer’s transformation or strategic initiatives, showcasing how our platform accelerates their mission.
• Cross‑Functional Collaboration: Partner with Product, Marketing, Services, and Engineering to co‑develop solutions for complex enterprise needs, ensuring a seamless customer journey from onboarding to renewal.
• Mentorship & Coaching: Guide and mentor junior Customer Success Managers, sharing best practices for executive engagement and enterprise account management.
• Innovation Advocacy: Identify opportunities for new features or services that address unmet customer needs, and champion these ideas within the organization.

Data‑Driven Insights

• Health Monitoring: Continuously monitor health metrics, proactively address risks, and use data to forecast renewals and upsell opportunities.
• Strategic Reporting: Provide actionable insights to both customers and internal stakeholders, influencing product roadmap and go‑to‑market strategies.
• Business Intelligence: Leverage SQL, BI tools, and customer success platforms to extract meaningful patterns and present them in clear, executive‑friendly formats.

Operational Excellence

• Execution Leadership: Partner cross‑functionally to deliver flawless execution across onboarding, adoption, support, and renewals.
• Success Metrics: Create joint success metrics with customers, track progress, and report at the executive level.
• Escalation Management: Handle escalations with urgency and diplomacy, mobilizing internal executives as needed to resolve issues swiftly.
• Process Optimization: Continuously refine internal workflows to improve efficiency, reduce friction, and enhance the overall customer experience.

Innovation & Thought Leadership

• Industry Insight: Stay ahead of regulatory changes, emerging technologies, and market dynamics that impact senior care communities.
• Knowledge Sharing: Produce whitepapers, case studies, and internal knowledge bases that capture lessons learned and best practices.
• Community Building: Foster a network of senior care leaders through roundtable discussions, user groups, and collaborative projects.

Essential Qualifications

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

Preferred Qualifications

• Experience in the senior care or healthcare technology space.
• Background in SaaS product management or go‑to‑market strategy.
• Prior experience leading cross‑functional teams or initiatives.
• Advanced data analytics skills, including proficiency with SQL or BI tools.
• Knowledge of industry regulations (HIPAA, ACA, etc.) and compliance best practices.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Relationship Building: Skilled at building trust and rapport with senior leaders.
• Influence & Negotiation: Persuasive communicator who can negotiate complex deals and secure win‑win outcomes.
• Data‑Driven Decision Making: Comfortable turning metrics into insights that drive action.
• Leadership & Mentorship: Inspires and develops junior team members while driving collective success.
• Adaptability: Thrives in a rapidly evolving environment and embraces change.
• Customer‑Centric Mindset: Passionate about delivering exceptional value and exceeding expectations.
• Project Management: Skilled at coordinating multiple initiatives, timelines, and stakeholders.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the senior care landscape. We invest in continuous learning through:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Access to industry conferences, webinars, and certification courses.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Clear pathways to senior leadership roles, including Director of Customer Success, VP of Customer Experience, and beyond.
• Regular performance reviews that focus on growth, impact, and career aspirations.
• Opportunities to lead internal initiatives, such as customer success playbooks, data science projects, or product roadmap sessions.

Work Environment & Company Culture

brighthush is built on a foundation of empathy, collaboration, and relentless curiosity. Our culture encourages:

• Open communication and transparent decision‑making.
• A flat hierarchy that empowers every voice.
• Work‑life balance with flexible schedules and remote‑first policies.
• Community engagement initiatives that give back to the senior care ecosystem.
• Regular team retreats, hackathons, and wellness programs to keep the energy high.
• Celebration of diversity, equity, and inclusion through ongoing training and community partnerships.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities. Additional benefits include:

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and holiday schedule.
• Professional development stipend.
• Employee wellness program and mental health resources.
• Flexible work arrangements and remote‑friendly infrastructure.
• Access to cutting‑edge technology and tools to support your work.
• Recognition programs that celebrate milestones and achievements.

How to Apply

If you’re ready to lead transformative partnerships, drive measurable impact, and shape the future of senior care technology, we want to hear from you. Submit your resume and a cover letter that showcases your executive‑level success stories and explains why you’re excited about brighthush.

Join us in creating a brighter, more compassionate future for senior living communities worldwide.