Senior Manager, Customer Success – Enterprise Growth & Customer Experience Leadership for Health‑Tech Innovation

About brighthush

At brighthush, we’re on a relentless mission to empower every person to unlock their inner potential. Our award‑winning wearable and connected app deliver deep, actionable insights into readiness, activity, and sleep quality. By marrying cutting‑edge sensor technology with advanced data science, we help millions of people understand and improve their health, inspiring healthier, happier lives worldwide.

We’re a fast‑growing, purpose‑driven company that lives its values every day. From the moment you join our team, you’ll find a culture that celebrates curiosity, collaboration, and continuous learning. Whether you’re working in San Francisco, San Diego, Los Angeles, or any of our other hubs, you’ll have the freedom to blend remote and in‑office work while staying connected to a vibrant community of innovators.

Role Overview

We’re looking for an experienced, strategic, and results‑driven Senior Manager, Customer Success to lead and scale a high‑performing team of Customer Success Managers (CSMs). In this role, you’ll be the catalyst for customer retention, expansion, and lifetime value across our enterprise portfolio. You’ll blend visionary leadership with hands‑on execution, coaching your team, building scalable processes, and acting as an executive sponsor for our most strategic accounts.

What You’ll Do

• Lead & Scale – Mentor a team of senior CSMs, fostering a culture of accountability, empathy, and continuous improvement. Set clear performance goals, KPIs, and professional development plans.
• Navigate Complex Environments – Guide your team through clinical data collection, participant deployment logistics, data privacy (GDPR/HIPAA), and stakeholder workflows across academic research, pharma, biotech, healthcare, and sports sectors.
• Cross‑Functional Partnership – Collaborate closely with Sales, Enterprise Support, Product, RevOps, and Marketing to ensure a seamless post‑sale customer lifecycle and advocate for customer/market needs.
• Customer Journey Design – Define and optimize the end‑to‑end journey: onboarding, adoption, health scoring, renewals, and expansion strategies. Create repeatable playbooks that drive consistency and scalability.
• Data‑Driven Health Monitoring – Implement processes to proactively monitor account health, churn risks, and mitigation strategies. Use analytics to inform decision‑making and drive continuous improvement.
• Executive Sponsorship – Serve as the voice for high‑value strategic accounts, managing escalations and leading critical business reviews (QBRs/EBRs).
• Voice of the Customer – Act as the internal advocate for customer insights, feeding product, engineering, and marketing teams with actionable feedback.
• Roadmap Influence – Work with Product Management to champion roadmap updates that enhance feature adoption and customer satisfaction.

What You’ll Bring

• 8+ years of experience in Customer Success, Account Management, or Client Services within B2B SaaS, health‑tech, life sciences, or hardware environments.
• Minimum 4+ years of direct team leadership in complex, cross‑functional settings, balancing strategic direction with day‑to‑day execution and talent development.
• Deep familiarity with research, clinical, academic, or life sciences ecosystems, including data handling, participant workflows, and regulatory/privacy frameworks (HIPAA/GDPR).
• Proven track record of driving customer retention, account growth, renewals, and operational efficiency in high‑touch, consultative B2B relationships.
• Strong analytical and problem‑solving skills, with a data‑informed approach to account health, capacity planning, and portfolio management.
• Excellent cross‑functional collaboration and communication skills, able to articulate complex health and technology topics clearly to executive stakeholders.
• A builder mindset: comfortable with ambiguity, able to move between strategy and hands‑on execution, and motivated by creating scalable systems that outlast any single program or partnership.
• Passion for building and scaling the operational backbone of enterprise support, thriving at the intersection of people, process, and systems.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Life Sciences, or related field.
• Experience managing high‑volume enterprise accounts with a focus on retention and expansion.
• Strong knowledge of customer success metrics (NPS, CSAT, churn, expansion revenue).
• Proficiency with CRM and CS tools (e.g., Salesforce, Gainsight, HubSpot).
• Demonstrated ability to coach and develop high‑performing teams.

Preferred Qualifications

• Master’s degree or MBA.
• Experience in a regulated industry (pharma, biotech, healthcare).
• Background in data analytics or data science.
• Experience building and scaling CS operations from scratch.
• Knowledge of product development lifecycle and agile methodologies.

Skills & Competencies

• Strategic Thinking & Vision
• Leadership & Coaching
• Customer Advocacy
• Data Analysis & Insight Generation
• Process Design & Optimization
• Stakeholder Management
• Change Management
• Communication & Presentation
• Project Management

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Manager, you’ll:

• Lead cross‑functional initiatives that shape the future of our customer experience.
• Mentor and develop the next generation of CS leaders.
• Participate in executive‑level strategy sessions and product roadmap discussions.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Opportunity to transition into broader leadership roles such as Director of Customer Success, VP of Customer Experience, or Head of Enterprise Operations.

Work Environment & Company Culture

Our culture is built on:

• Empathy & Inclusion – We celebrate diversity and foster an environment where every voice is heard.
• Innovation & Curiosity – We encourage experimentation, learning from failure, and continuous improvement.
• Collaboration & Transparency – Open communication across teams ensures alignment and shared success.
• Work‑Life Balance – Flexible work arrangements, generous PTO, and wellness programs support your overall well‑being.
• Community & Impact – Your work directly contributes to healthier lives worldwide, giving you a sense of purpose and fulfillment.

Compensation & Benefits

While specific offers vary by location and experience, we provide a competitive total rewards package that includes:

• Base salary range: $170,000 – $200,000 (US tiers may vary by cost of living).
• Equity options to share in the company’s growth.
• Comprehensive health, dental, vision, and mental health coverage.
• Paid time off: 20 days of vacation, 13 paid holidays, and 8 days of flexible wellness time.
• Paid sick leave and parental leave.
• Employee wellness program, including access to a brighthush Ring for personal health insights.
• Professional development stipend and conference travel support.
• Employee discounts on brighthush products and partner services.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal. We’re excited to learn how you can help us create lasting value for our enterprise customers.

Important Notes for Applicants

• All official job postings are listed exclusively on the brighthush careers page and trusted job boards.
• We will never ask for personal identification or payment for equipment upfront.
• Official offers are sent via secure digital signature platforms after a verbal offer.
• We do not accept resumes from agencies; please apply directly through our portal.

Equal Opportunity Employer

brighthush is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider individuals without regard to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion, sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

Disclaimer: Beware of Fake Job Offers!

We’ve been alerted to scammers posing as brighthush recruiters, especially for remote roles. Please stay vigilant and protect your personal details. If you receive any suspicious communication, report it to our HR team immediately.

Thank you for considering a career with brighthush. We look forward to the possibility of you joining our mission to empower people worldwide through health‑tech innovation.