Senior Product Implementation & Customer Success Manager – Championing Adoption, Engagement, and Sustainable Growth at brighthush

Welcome to brighthush: Where Innovation Meets Impact

At brighthush, we’re more than a technology company – we’re a movement dedicated to reshaping the way people and animals experience health and wellness. Our mission is to create healthier futures through cutting‑edge solutions that empower individuals, caregivers, and professionals alike. Whether you’re a seasoned industry veteran or a passionate newcomer, you’ll find a place at brighthush where your expertise fuels real change and your career thrives in a culture of collaboration, curiosity, and continuous learning.

About the Role: Product Implementation & Customer Success Manager

As the Product Implementation & Customer Success Manager, you will be the linchpin that connects our technology, our people, and our customers. You’ll lead the full lifecycle of customer onboarding, from the initial discovery call to the final adoption milestone, ensuring that every client realizes maximum value from our platform. Your strategic vision, operational rigor, and customer‑centric mindset will help us build lasting relationships, drive revenue growth, and elevate the overall customer experience.

Key Responsibilities

• Lead End‑to‑End Onboarding: Design, execute, and manage comprehensive onboarding plans that align with each customer’s unique business objectives. Coordinate cross‑functional teams to deliver seamless, on‑time implementations.
• Develop Success Plans: Create tailored success roadmaps that focus on adoption, engagement, retention, and measurable ROI. Use data‑driven insights to set clear milestones and success criteria.
• Customer Advocacy: Serve as the primary point of contact during implementation and post‑launch phases. Build trust, manage expectations, and champion the customer’s voice within brighthush.
• Cross‑Functional Collaboration: Partner with Product, Sales, Operations, Technical Support, and Marketing to resolve issues, refine features, and enhance the overall customer journey.
• Health & Adoption Analytics: Monitor health metrics, usage patterns, and satisfaction scores. Identify risks, surface growth opportunities, and recommend proactive actions.
• Continuous Improvement: Lead initiatives that streamline onboarding processes, reduce time‑to‑value, and elevate operational efficiency. Champion a culture of experimentation and learning.
• Team Leadership & Coaching: Mentor junior team members, share best practices, and foster a customer‑centric mindset across the organization.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Product Implementation, Project Management, Consulting, or Account Management within a SaaS or technology‑driven environment.
• Proven track record of managing complex onboarding programs that deliver measurable adoption and retention outcomes.
• Strong stakeholder management skills – able to influence executives, product leads, and technical teams alike.
• Demonstrated ability to translate customer needs into actionable product and process improvements.
• Experience with data analytics tools (e.g., Tableau, Power BI, or similar) to derive insights from customer usage data.
• Excellent written and verbal communication, with the ability to craft compelling presentations and reports.
• Project management certification (PMP, Prince2, or equivalent) is highly desirable.

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, Technology, or a related field; Master’s degree is a plus.
• Hands‑on experience with CRM platforms (Salesforce, HubSpot) and Customer Success tools (Gainsight, Totango, or similar).
• Background in the health or life‑science sector, with an understanding of regulatory and compliance considerations.
• Experience leading cross‑functional workshops, training sessions, and product demos.
• Fluency in data storytelling – turning complex metrics into clear, actionable narratives.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for customer challenges and a relentless drive to deliver value.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Analytical Acumen: Proficiency in data analysis, KPI tracking, and performance measurement.
• Project Management: Expertise in Agile, Scrum, or Kanban methodologies to keep projects on track.
• Communication & Influence: Skilled at presenting to C‑suite, negotiating with stakeholders, and facilitating workshops.
• Problem‑Solving: Creative, solution‑oriented approach to complex, ambiguous challenges.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Structured mentorship programs pairing you with senior leaders across product, engineering, and sales.
• Regular training on the latest industry trends, customer success frameworks, and product roadmaps.
• Opportunities to lead cross‑functional initiatives, such as product launches or global rollout projects.
• Clear career pathways into senior Customer Success leadership, Product Management, or Business Development roles.
• Annual learning stipend to support conferences, certifications, or advanced coursework.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and purpose. Our culture encourages:

• Open communication – every voice is heard, and ideas are evaluated on merit.
• Innovation – we celebrate experimentation and reward bold thinking.
• Work‑life balance – flexible schedules, remote options, and generous time‑off policies.
• Diversity & inclusion – a vibrant community where people from all backgrounds thrive.
• Community impact – volunteer days, sustainability initiatives, and partnerships that give back.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity options to share in the company’s success.
• Comprehensive health coverage – medical, dental, vision, and mental‑health resources.
• Retirement plans with company matching.
• Paid parental leave, caregiver leave, and flexible family‑support benefits.
• Wellness stipend covering gym memberships, meditation apps, or wellness retreats.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance programs and financial wellness resources.

How to Apply

Ready to make a difference? Submit your resume and a cover letter that tells us why you’re the perfect fit for the Product Implementation & Customer Success Manager role at brighthush. Highlight your experience in driving adoption, managing cross‑functional teams, and delivering measurable customer outcomes.

Equal Opportunity Statement

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, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

We look forward to welcoming you to the brighthush family and working together to shape a healthier future for everyone.