Senior Manager, Customer Success & Retention Strategy – Driving Growth, Engagement, and Lifetime Value for a Leading Health‑Tech Innovator

About brighthush

At brighthush, we believe that every individual deserves the power to unlock their full potential. Our award‑winning wearable technology and connected platform empower millions worldwide to understand and improve their health, sleep, and overall well‑being. By combining cutting‑edge sensor technology with data‑driven insights, brighthush helps people make informed decisions that lead to healthier, happier lives. As a fast‑growing, mission‑driven company, we are committed to creating an inclusive, collaborative culture where every team member can thrive both professionally and personally.

Why Join brighthush?

Working at brighthush means being part of a passionate community that is redefining personal health. We offer:

• Opportunity to shape the future of health‑tech and customer experience at scale.
• A culture that values curiosity, empathy, and continuous learning.
• Access to the latest wearable technology, including your own brighthush device.
• Competitive compensation, equity, and a comprehensive benefits package.
• Flexible work arrangements, including hybrid and remote options across the United States.

Position Overview

We are seeking 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 will be responsible for driving customer retention, expansion, operational excellence, and lifetime value across our enterprise customer base. You will combine strategic vision with hands‑on leadership—coaching your team, building scalable Customer Success processes, and acting as an executive sponsor for key client relationships.

Key Responsibilities

• Team Leadership & Development – Lead, mentor, and scale a team of senior CSMs, fostering a culture of accountability, empathy, and continuous improvement. Set clear performance goals, KPIs, and professional development plans for direct reports.
• Customer Journey Optimization – Define and refine the end‑to‑end customer journey, from onboarding and adoption to renewal and expansion. Create repeatable playbooks that ensure consistent, high‑quality experiences.
• Strategic Partnerships – Serve as an executive sponsor for high‑value strategic accounts, managing escalations and leading critical business reviews (QBRs/EBRs). Build strong relationships with C‑suite stakeholders and act as the voice of the customer.
• Cross‑Functional Collaboration – Partner closely with Sales, Enterprise Support, Product, Revenue Operations, and Marketing to ensure a seamless post‑sale lifecycle and advocate for customer and market needs.
• Data‑Driven Decision Making – Implement data‑driven processes to proactively monitor account health, churn risks, and mitigation strategies. Use analytics to inform capacity planning and portfolio management.
• Product Advocacy – Collaborate with Product Management to advocate for roadmap updates that drive feature adoption and customer satisfaction. Share customer insights and feedback with Engineering and Marketing.
• Process & System Design – Build scalable operational frameworks that support growth, including playbooks, knowledge bases, and automation tools. Continuously improve processes to increase efficiency and reduce friction.
• Compliance & Privacy – Guide your team in navigating complex customer environments, including data privacy and consent considerations (GDPR/HIPAA) and stakeholder workflows across academic research, pharma, biotech, healthcare, and sports sectors.

Essential Qualifications

• 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 leadership experience in complex, cross‑functional settings, balancing strategic direction with day‑to‑day execution.
• Strong familiarity with research, clinical, academic, or life sciences environments, 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.
• Excellent cross‑functional collaboration and communication skills, with the ability to articulate complex health and technology topics clearly to internal and external executive stakeholders.
• Strong analytical and problem‑solving skills, with a data‑informed approach to account health, capacity planning, and portfolio management.
• 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.

Preferred Qualifications

• Experience leading Customer Success teams in a high‑growth, fast‑moving health‑tech startup.
• Background in clinical data collection, participant deployment logistics, or related operational domains.
• Demonstrated ability to influence product strategy and roadmap through customer advocacy.
• Proficiency with customer success platforms (e.g., Gainsight, Totango, or similar) and CRM systems.
• Experience managing enterprise‑level accounts with complex stakeholder ecosystems.

Skills & Competencies

• Strategic thinking and execution.
• Leadership and coaching.
• Customer‑centric mindset.
• Data analytics and KPI ownership.
• Project management and process design.
• Excellent written and verbal communication.
• Adaptability and resilience in a dynamic environment.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Manager, Customer Success, you will:

• Lead cross‑functional initiatives that shape the future of our customer experience.
• Collaborate with senior leaders across Sales, Product, and Engineering to influence company strategy.
• Mentor and develop the next generation of Customer Success leaders.
• Participate in leadership development programs, workshops, and industry conferences.
• Earn equity and performance bonuses that reflect your impact on the business.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our teams work in a flexible environment that supports both in‑office and remote collaboration. We celebrate diversity, encourage open dialogue, and prioritize employee well‑being through:

• Regular team‑building events and wellness initiatives.
• Access to mental health resources and coaching.
• Flexible work hours and remote work options.
• Inclusive hiring practices and continuous learning opportunities.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary ranging from $170,000 to $200,000, depending on location and experience.
• Equity grants that align your success with the company’s growth.
• 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 discounts on brighthush devices and partner products.
• Professional development budget and tuition reimbursement.
• Wellness stipend and on‑site fitness facilities (for hybrid locations).

How to Apply

If you are excited about building and scaling the operational backbone of brighthush’s enterprise support experience—and you thrive at the intersection of people, process, and systems—please submit your resume and a cover letter outlining your relevant experience and why you’re a great fit for this role.

We look forward to exploring how you can help us empower millions of people to live healthier, happier lives.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic.