Senior Strategic Customer Success Manager – Global AI‑Powered Mental Health Platform – Remote – Driving Sustainable Growth, Retention, and Impact at brighthush
About brighthush
brighthush is not just a mental health platform; it’s a movement that harnesses the power of artificial intelligence to make personalized, high‑quality care accessible to everyone, everywhere. Since our inception, we have partnered with leading employers, health plans, and organizations to deliver a seamless, integrated experience that blends self‑guided tools, coaching, therapy, medication management, and specialty care into one intuitive ecosystem. Our data‑driven approach has already touched the lives of more than 170 million people worldwide, and we’re on a relentless mission to eliminate every barrier—geographic, financial, or cultural—to mental health.
At brighthush, we believe technology should amplify the reach, quality, and humanity of care. Every team member is encouraged to use AI thoughtfully, apply human judgment to AI outputs, and continually build AI fluency in ways that support their role and our mission. We’re building a pipeline of Customer Success Managers who share our passion for transforming mental healthcare, and we’re excited to connect with forward‑thinking professionals who want to make a real difference.
Role Overview
As a Senior Strategic Customer Success Manager, you will be the trusted partner for brighthush’s largest and most impactful clients. You will own the full customer lifecycle—from onboarding and engagement to renewal and expansion—ensuring that each partnership delivers measurable value and drives sustainable revenue growth. Reporting to the Director of Strategic Customer Success, you will collaborate closely with cross‑functional teams (Sales, Product, Engineering, and Support) to align solutions with customer goals and continuously improve the customer experience.
Key Responsibilities
- Customer Advocacy & Product Expertise – Serve as the subject‑matter expert on brighthush’s platform, championing mental health best practices and translating product capabilities into tangible business outcomes for your portfolio of high‑impact partners.
- Forecasting & Revenue Management – Own accurate revenue forecasts, renewal projections, and upsell opportunities. Use data‑driven insights to model pipeline health and communicate realistic expectations to leadership.
- Strategic Upsell & Expansion – Proactively identify and position upsell opportunities that align with customer objectives, driving revenue growth while deepening the partnership.
- Relationship Building – Cultivate strong, trusted relationships with multiple stakeholders across each customer organization, including HR executives, finance leaders, and end‑user champions.
- Lifecycle Management – Lead the end‑to‑end customer journey: implementation, engagement strategy, renewal, and expansion. This includes:
- Developing timely, actionable account plans that outline milestones, risks, and success metrics.
- Managing census files and ensuring data integrity across the customer base.
- Designing and executing member engagement communications that drive adoption and satisfaction.
- Preparing and presenting business reviews to senior HR executives, highlighting impact, ROI, and future opportunities.
- Delivering data‑rich recommendations that align with customer success metrics.
- Developing renewal strategies and crafting proposals/contracts that reflect value and partnership.
- Managing the full deal cycle from negotiation to close, ensuring a smooth handoff to the implementation team.
- Data‑Driven Insight & Reporting – Leverage analytics to surface trends, identify risks, and uncover opportunities for improvement. Present findings to both internal stakeholders and clients in a clear, actionable manner.
- Thought Leadership & Community Building – Represent brighthush at industry events, webinars, and user groups. Share insights on mental health trends, AI ethics, and best practices for digital therapeutics.
- Continuous Improvement – Collaborate with Product and Engineering to provide feedback on platform enhancements, ensuring that the solution evolves to meet client needs.
Essential Qualifications
- 10+ years of experience in customer success, account management, or a related field within the SaaS or digital health space.
- Proven track record of managing large, complex enterprise accounts and driving revenue growth through upsell and expansion.
- Strong analytical skills with the ability to interpret data, build forecasts, and translate insights into actionable strategies.
- Exceptional communication and presentation skills, capable of engaging C‑suite executives and diverse stakeholder groups.
- Deep understanding of mental health, digital therapeutics, or health technology ecosystems is highly desirable.
- Experience working in a fast‑paced, high‑growth startup environment, with a demonstrated ability to adapt and thrive.
- Proficiency in CRM platforms (e.g., Salesforce, HubSpot), data visualization tools (e.g., Tableau, Power BI), and customer success software (e.g., Gainsight, Totango).
- Strong project management skills, with a history of delivering complex initiatives on time and within budget.
Preferred Qualifications
- Background in AI or machine learning, with a clear understanding of how AI can enhance mental health outcomes.
- Experience leading cross‑functional teams and driving product adoption at scale.
- Knowledge of compliance frameworks relevant to health data (HIPAA, GDPR, etc.).
- Previous experience in a B2B enterprise SaaS environment serving large organizations or health plans.
- Advanced degree (MBA, MPH, or related) is a plus.
Skills & Competencies
- Strategic Thinking – Ability to see the big picture, anticipate market shifts, and align customer success initiatives with business objectives.
- Customer‑Centric Mindset – Passion for delivering exceptional value and building long‑term partnerships.
- Data Fluency – Comfortable working with large datasets, deriving insights, and making data‑driven decisions.
- Influence & Negotiation – Skilled at persuading stakeholders, negotiating contracts, and closing deals.
- Collaboration & Teamwork – Thrive in a cross‑functional environment, fostering open communication and shared ownership.
- Adaptability & Resilience – Navigate ambiguity, handle rapid change, and maintain focus on outcomes.
- Ethical Judgment – Apply human judgment to AI outputs, ensuring responsible and compassionate care.
Career Growth & Learning Opportunities
At brighthush, we believe that professional growth is a shared journey. As a Senior Strategic Customer Success Manager, you will:
- Advance to Director or VP of Customer Success within 2–3 years, leading a global team.
- Participate in leadership development programs, including mentorship from senior executives.
- Attend industry conferences, workshops, and AI ethics seminars to stay at the forefront of mental health technology.
- Contribute to product strategy sessions, influencing the roadmap and shaping the future of digital therapeutics.
- Access a curated library of learning resources, including courses on AI, data science, and customer success best practices.
Work Environment & Culture at brighthush
Our culture is built on four core pillars:
- Purpose‑Driven Innovation – Every project is guided by our mission to make mental health accessible to all.
- Inclusive Collaboration – We celebrate diverse perspectives and foster an environment where every voice is heard.
- Continuous Learning – We invest in your growth through training, mentorship, and real‑world experience.
- Work‑Life Harmony – Flexible remote work, generous time off, and a focus on mental well‑being for our team.
As a remote role, you will have the freedom to work from anywhere while staying connected to a vibrant, global community of innovators. We provide the tools and support you need to thrive—high‑speed internet stipends, ergonomic equipment, and a robust virtual collaboration platform.
Compensation, Perks, and Benefits
While specific figures may vary based on experience and location, we offer a competitive total rewards package that includes:
- Base salary commensurate with market standards for senior customer success leaders in the SaaS and digital health space.
- Performance‑based bonus structure tied to revenue growth, customer satisfaction, and retention metrics.
- Equity options to share in brighthush’s long‑term success.
- Comprehensive health, dental, and vision insurance plans.
- Unlimited paid time off and a generous parental leave policy.
- Wellness stipend covering mental health apps, therapy sessions, and fitness memberships.
- Professional development budget for conferences, certifications, and courses.
- Annual company retreats and team‑building events.
Why Join brighthush?
When you join brighthush, you become part of a mission‑driven team that is reshaping the future of mental health. You’ll work alongside passionate experts in AI, psychology, and health technology, and you’ll have the opportunity to influence the lives of millions. Your strategic insights will directly impact how organizations support their employees’ well‑being, and your leadership will help scale a platform that is already transforming care for 170 million people worldwide.
We’re looking for leaders who are not only skilled at managing complex accounts but who also embody the values of empathy, curiosity, and ethical responsibility. If you’re ready to drive growth, champion mental health, and build lasting partnerships in a dynamic, purpose‑driven environment, we want to hear from you.