Senior Manager – Independent Customer Success & Team Leadership – Veterinary Practice Support

About brighthush

brighthush is a trailblazing technology partner that empowers veterinary clinics to deliver world‑class care while simplifying their day‑to‑day operations. With a suite of intuitive client‑engagement tools and a highly rated pet‑parent mobile app, we help clinics streamline workflows, boost client satisfaction, and grow their practice. Our mission is to make veterinary care more accessible, efficient, and rewarding for both clinicians and pet owners.

Why Join brighthush?

At brighthush, we believe that the people behind the technology are the heart of our success. We foster a culture of collaboration, continuous learning, and impact‑driven innovation. As a Senior Manager of Independent Customer Success, you’ll lead a high‑performing team that directly influences the experience of thousands of veterinary professionals and their clients. You’ll have the opportunity to shape the future of veterinary practice management, mentor emerging leaders, and drive measurable business outcomes.

Key Responsibilities

In this role, you will own the day‑to‑day execution of our Independent Customer Success organization. Your responsibilities will span people management, process optimization, cross‑functional collaboration, and data‑driven decision making.

• Team Leadership & Development – Coach, mentor, and grow a team of 7 Customer Success Managers (CSMs) across both named and pooled engagement models. Conduct regular 1:1s, performance reviews, goal setting, and development plans to ensure each team member reaches their full potential.
• Talent Acquisition & Onboarding – Lead the hiring process, from sourcing to interviewing, and design a structured onboarding program that accelerates new hires to full productivity within 3, 6, and 12 months.
• Model Management – Oversee the daily operations of both the high‑touch named CSM model and the scalable pooled model. Ensure accounts are correctly segmented, transition smoothly between models, and receive the appropriate level of support.
• Workload & Coverage Planning – Balance named book assignments based on account complexity, volume, and CSM capacity. Plan and coordinate PTO coverage to maintain response‑time targets and service level agreements.
• Queue Health & Escalation Management – Monitor the pooled queue daily, prioritizing tickets, tracking response times, aging accounts, and escalations. Actively prevent any customer issue from slipping through the cracks.
• Success Planning & Business Reviews – Ensure named CSMs deliver comprehensive Success Plans and Business Reviews. For pooled CSMs, execute ChurnZero plays and one‑to‑many programs such as webinars and virtual office hours consistently.
• Adoption & Feedback Loop – Drive the Adoption milestone to guarantee new clinics graduate on schedule. Leverage Launch CSAT, BR CSAT, and NPS signals to refine onboarding and support processes.
• Churn & Downgrade Ownership – Own the team’s churn and downgrade metrics. Build proactive mitigation plans, identify risk early, and collaborate with cross‑functional partners to prevent revenue loss.
• Escalation Coaching – Serve as the escalation point for complex customer issues. Coach CSMs through difficult conversations and partner with Support, Product, and Implementation teams to resolve escalations swiftly.
• Expansion & Sales Collaboration – Identify expansion opportunities within the customer base and hand qualified prospects to the Sales team, contributing to overall revenue growth.
• Reporting & Analytics – Provide weekly reports to the Director of Customer Success on team activity, churn, downgrades, saves, pipeline, queue health, adoption, and NRR. Ensure data integrity in ChurnZero and Salesforce.
• Process Improvement – Continuously evaluate and refine plays, workflows, and team practices based on customer data and performance metrics. Present actionable recommendations to senior leadership.
• Travel & Representation – Travel up to 25% of the time for customer on‑sites, industry events, and team gatherings to strengthen relationships and represent brighthush.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Account Management, or a related customer‑facing role.
• At least 2 years of proven leadership experience managing or formally leading a team.
• Demonstrated success in both high‑touch (named book) and scaled/digital (pooled, one‑to‑many) Customer Success models.
• Track record of reducing churn and downgrades, executing save plays, and improving retention and NRR.
• Strong coaching skills with the ability to set clear expectations, hold team members accountable, and maintain high trust.
• Experience hiring, onboarding, and ramping Customer Success professionals.
• Analytical mindset with proficiency in using health scores, usage data, and dashboards to prioritize activity and spot risk early.
• Highly organized, process‑oriented, and adept at managing people, priorities, and volume through systems and consistent operating rhythms.
• Excellent written and verbal communication skills, including presenting metrics and performance to leadership.
• Comfortable facilitating group settings such as webinars, virtual office hours, and Business Reviews.
• Strong cross‑functional collaboration skills, especially with Support, Implementation, Product, and Sales.
• Hands‑on experience with ChurnZero or a comparable Customer Success platform.
• Proficiency in Salesforce or a similar CRM; experience with Guru or a similar knowledge‑base platform is a plus.
• Willingness to travel up to 25% of the time.
• Veterinary industry experience is a plus but not required.

Preferred Qualifications & Competencies

• Advanced data analysis skills, including proficiency in Excel, SQL, or BI tools.
• Experience leading cross‑functional initiatives that span product, engineering, and marketing.
• Knowledge of veterinary practice workflows and pain points.
• Experience with customer success metrics such as NPS, CSAT, and NRR.
• Strategic thinking with the ability to translate business goals into actionable plans.
• Adaptability in a fast‑paced, evolving startup environment.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As Senior Manager, you will:

• Participate in leadership development programs that sharpen your strategic thinking and people‑management skills.
• Attend industry conferences, webinars, and workshops to stay ahead of veterinary technology trends.
• Collaborate with senior executives on product strategy, ensuring your voice influences the roadmap.
• Mentor junior managers and CSMs, building a pipeline of future leaders within the organization.
• Earn a $250 annual stipend dedicated to learning and development, which can be used for courses, certifications, or conferences.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. We value:

• Open communication and constructive feedback.
• Work‑life balance, supported by flexible time off and a generous paid holiday schedule.
• Inclusivity and respect for diverse perspectives.
• A focus on impact, where every team member’s contribution directly influences customer success and company growth.
• Team‑building events, both virtual and in‑person, that foster camaraderie and shared purpose.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Medical, dental, and vision coverage for employees and dependents (80‑90% covered by the employer).
• Employer HSA contribution with a High‑Deductible Health Plan.
• 401(k) plan with up to 3.5% employer match.
• Dependent Care Flexible Spending Account (FSA).
• Basic life and accidental death & dismemberment (AD&D) insurance.
• Short‑term and long‑term disability coverage.
• Flexible time off and 12 paid annual holidays.
• Paid parental leave, including maternity, paternity, and adoption support.
• Pet‑friendly perks: Pawternity leave, financial pet adoption support, and subsidized pet insurance.
• Annual learning stipend of $250 to support professional growth.

What Success Looks Like

In this role, success is measured by tangible outcomes that align with brighthush’s mission:

• Team consistently meets or exceeds churn, downgrade, retention, and NRR targets.
• Every cancellation or downgrade is captured as a loss opportunity, and the team’s save rate improves over time.
• On‑time completion of the Adoption milestone for every new clinic, with a comprehensive Success Plan in place.
• Launch CSAT, BR CSAT, and NPS scores meet or exceed established benchmarks.
• All 7 CSMs operate under clear expectations, achieve activity and Business Review targets, and new hires ramp on schedule.
• The pooled queue is fully covered, with no aging accounts or missed response‑time targets.
• Escalations are resolved promptly, routed correctly, and documented thoroughly.
• Weekly reporting provides leadership with a clear, accurate view of performance, risk, and savings, backed by clean Salesforce and ChurnZero data.
• Expansion opportunities are consistently identified and handed off to Sales.
• Team plays, workflows, and practices are regularly evaluated and improved based on data.

Ready to Make an Impact?

If you are a seasoned Customer Success leader who thrives in a dynamic, mission‑driven environment, we want to hear from you. Join brighthush and help veterinary clinics unlock their full potential while building a career that matters.

Apply today and become part of a team that is redefining veterinary practice management for the better.