Senior Principal Customer Success Manager – Remote – Championing Client Success, Operational Excellence, and Strategic Growth in HealthTech Innovation at brighthush

About brighthush

brighthush is a trailblazer in the health and wellness technology arena, redefining how patients, providers, and payers collaborate to deliver smarter, data‑driven care. With a footprint that spans the United States and extends into international markets, we empower our partners to implement patient‑centric solutions that reduce costs, elevate outcomes, and boost satisfaction. Our culture is built on collaboration, curiosity, and an unwavering commitment to customer success. As we accelerate our growth, we’re looking for a seasoned professional who can bring strategic vision, operational rigor, and a passion for building lasting relationships to our Customer Success team.

Why Join brighthush?

• Impactful Work: Shape the experience of thousands of customers and influence the future of healthcare technology.
• Remote Flexibility: Work from anywhere in the United States with a fully supported home‑office setup.
• Career Growth: Accelerate your career with mentorship, leadership development, and cross‑functional projects.
• Competitive Compensation: Receive a comprehensive salary package, performance bonuses, and equity options.
• Benefits: Enjoy health, dental, vision, 401(k) matching, generous paid time off, and wellness programs.
• Inclusive Culture: Thrive in a diverse, inclusive environment that values every voice.

Key Responsibilities

As the Senior Principal Customer Success Manager, you will be the primary advocate for our clients, ensuring they achieve their business objectives while maximizing the value of brighthush’s solutions. Your day‑to‑day activities will include:

• Act as the outward‑facing resource for assigned accounts, maintaining daily interactions with clients, consultants, brokers, and internal stakeholders.
• Lead the end‑to‑end implementation and onboarding of new customers, ensuring smooth transitions and rapid time‑to‑value.
• Own escalated member or client concerns, driving root‑cause analysis and timely resolution to maintain high satisfaction scores.
• Collaborate with Account Executives to build strong relationships, represent client needs internally, and align cross‑functional teams.
• Coordinate with multiple operational layers in a matrixed organization to guarantee quality service delivery and adherence to SLAs.
• Prioritize and manage multiple tasks in a fast‑paced, complex environment, balancing short‑term deliverables with long‑term strategic goals.
• Identify opportunities for upsell, cross‑sell, and expansion, working closely with sales and product teams to capture new revenue streams.
• Travel nationally up to 25% of the time to meet with key stakeholders, attend industry events, and support on‑site initiatives.
• Maintain accurate and up‑to‑date documentation in ServiceNow, Salesforce, and other CRM tools.
• Participate in continuous improvement initiatives, leveraging Six Sigma principles to enhance processes and customer outcomes.

Essential Qualifications

• High School Diploma or GED (or higher) with a proven track record in customer success.
• Minimum of 3 years’ experience in Health Plan, Pharmacy, or Pharmacy Benefit Management (PBM) environments.
• 3+ years of account management experience, preferably within the healthcare or technology sectors.
• Hands‑on experience with Rx claim processing and benefit design configuration.
• Proficiency in ServiceNow, Salesforce, and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong analytical and problem‑solving skills, with a data‑driven approach to decision making.
• Excellent communication skills, both written and verbal, with the ability to influence at all levels.
• Ability to travel up to 25% domestically and work flexible 8‑hour shifts between 8:00 AM and 5:00 PM.
• Full COVID‑19 vaccination and compliance with state booster requirements, as mandated by brighthush.

Preferred Qualifications

• Bachelor’s Degree or higher, with 4+ years of account management experience.
• Project Management experience or Six Sigma certification.
• Certified Pharmacy Technician credentials.
• Advanced Salesforce administration or development skills.
• Experience leading cross‑functional teams in a matrixed organization.

Skills & Competencies

• Customer‑Centric Mindset: Passion for understanding client needs and delivering exceptional service.
• Strategic Thinking: Ability to translate business objectives into actionable plans.
• Process Optimization: Familiarity with Lean, Six Sigma, or similar methodologies.
• Technical Aptitude: Comfortable navigating complex software platforms and troubleshooting technical issues.
• Leadership & Mentorship: Experience coaching junior team members and fostering a collaborative environment.
• Adaptability: Thrive in a dynamic, fast‑moving setting with shifting priorities.

Career Growth & Learning Opportunities

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

• Progress into senior leadership roles such as Director of Customer Success or VP of Client Experience.
• Participate in executive‑level strategy sessions, shaping the direction of our customer success organization.
• Access ongoing training, including industry certifications, leadership workshops, and technical skill development.
• Mentor and coach emerging talent, building a high‑performing team that sets industry standards.
• Engage in cross‑departmental projects that broaden your skill set and expand your professional network.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and inclusion. Our remote‑first approach means you’ll enjoy:

• Fully equipped home‑office stipend and IT support.
• Regular virtual town halls, hackathons, and wellness challenges.
• Collaborative tools that enable real‑time communication across teams.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to client satisfaction and revenue growth.
• Equity options that allow you to share in the company’s success.
• Health, dental, and vision insurance with generous coverage.
• 401(k) plan with company match.
• Paid parental leave, sick leave, and vacation days.
• Wellness stipend for gym memberships, meditation apps, or other health initiatives.

How to Apply

Ready to take the next step in your career and help shape the future of healthcare technology? Click the link below to submit your application and join the brighthush team.

Apply To This Job

Closing Statement

At brighthush, we’re more than a company; we’re a community of innovators, problem‑solvers, and customer champions. If you’re a strategic thinker with a passion for client success, ready to make a tangible impact in a fast‑growing industry, we want to hear from you. Join us and help us deliver transformative solutions that change lives.