Senior Strategic Customer Success Manager – Global Growth, Retention & AI‑Enabled Mental Health Platform Champion – Remote, brighthush

About brighthush

brighthush is a pioneering global mental‑health platform that blends state‑of‑the‑art artificial intelligence with compassionate human support to deliver personalized, scalable care. Our mission is to eliminate every barrier to mental‑health services—whether that means guiding a new employee through workplace wellness, helping a family navigate a health‑plan transition, or providing real‑time insights to clinicians. By partnering with employers, health plans, and community organizations, we empower millions of individuals worldwide to access evidence‑based mental‑health solutions that fit seamlessly into their lives.

Why brighthush is a Game‑Changer

At brighthush, technology is a catalyst, not a replacement. We empower our teams to use AI thoughtfully, always balancing data with human judgment. Our culture thrives on curiosity, collaboration, and impact—every idea has the potential to shape the future of mental‑health care. If you’re passionate about leveraging technology to create meaningful change, brighthush offers a platform where your work will touch lives on a global scale.

Role Overview

As a Senior Strategic Customer Success Manager, you will be the trusted partner for brighthush’s most influential clients. You will own the full customer lifecycle—from onboarding and engagement to renewal and expansion—ensuring our AI‑native platform delivers measurable value at every touchpoint. Your success will be measured by accurate forecasting, revenue growth, and the depth of relationships you build across all levels of the customer organization.

Key Responsibilities

• Product Advocacy & Thought Leadership – Position yourself as the go‑to expert on brighthush’s AI‑native platform, translating complex technology into actionable insights for senior HR executives, clinical directors, and procurement teams.
• Revenue Forecasting & Planning – Own forecasting projections for renewals, upsell opportunities, and overall portfolio performance, delivering precise, data‑driven forecasts to leadership.
• Upsell & Expansion Strategy – Identify and position proactive upsell opportunities, aligning solutions with customer objectives to drive revenue growth.
• Relationship Management – Cultivate trust with multiple stakeholders, ensuring high satisfaction and long‑term partnership.
• Customer Lifecycle Management – Lead implementations, engagement strategies, renewals, and upsells by:
  • Developing timely, actionable account plans.
  • Managing census files and member data with precision.
  • Designing and executing member engagement communications.
  • Preparing and presenting business reviews to senior executives.
  • Delivering data‑rich recommendations aligned with success metrics.
  • Developing renewal strategies and crafting proposals/contracts.
  • Managing the end‑to‑end deal cycle, including procurement processes.
• Cross‑Functional Collaboration – Partner with Sales, Product, Marketing, and Customer Support to capture feedback, recommend process improvements, and drive continuous value delivery.
• Data‑Driven Decision Making – Leverage member engagement metrics and portfolio insights to refine strategies and optimize outcomes.
• Support New Business Acquisition – Collaborate on retention, upsell initiatives, and expansion opportunities, and support net new business efforts by attending finalist meetings and presenting case studies.

Success Metrics

• Customer Renewal and Expansion rates
• Relationship depth with Executive Buyers
• Gross Retention Rate (GRR) and Net Revenue Retention (NRR)
• Net CACV Retention (NCR)
• Product utilization and engagement scores
• Net Promoter Score (NPS) and Customer Health Score

Essential Qualifications

• Bachelor’s degree or higher (preferred).
• 10+ years of experience in account management, customer success, or healthcare management, ideally in B2B2C environments and early‑stage companies.
• Proven track record driving forecasting, renewals, and upsell revenue.
• Experience managing Fortune 100 clients and overseeing a portfolio valued at $25 M or more.
• Deep understanding of farmer‑style sales motions focused on relationship building and portfolio expansion.
• Exceptional communication skills with the ability to collaborate effectively and build trusted relationships.
• Demonstrated ability to create growth through portfolio management, upsells, and cross‑sell opportunities.
• Highly organized, detail‑oriented, and capable of managing competing priorities in a fast‑paced environment.
• Resourceful, proactive, and thrives in dynamic settings.
• Strong consultative mindset—able to probe, challenge, and align solutions with customer needs.
• High integrity, professionalism, and a passion for transforming mental‑health care.

Preferred Qualifications

• Experience in the mental‑health or broader healthcare technology sector.
• Familiarity with AI‑native platforms and data‑driven engagement strategies.
• Background in strategic account management within a SaaS or cloud‑based environment.
• Knowledge of health‑plan procurement processes and compliance requirements.
• Track record of building and scaling customer success teams.

Skills & Competencies

• Strategic Account Management
• Revenue Forecasting & Pipeline Management
• Data Analysis & Insight Generation
• Stakeholder Engagement & Executive Communication
• Cross‑Functional Collaboration
• Project & Portfolio Management
• Problem Solving & Decision Making
• Adaptability & Resilience
• Customer‑Centric Mindset
• AI Literacy & Ethical Use of Technology

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. You’ll have access to:

• Mentorship from senior leaders across product, sales, and operations.
• Continuous learning through internal workshops, industry conferences, and AI‑focused training.
• Clear advancement paths to Director of Strategic Customer Success, Head of Customer Success, or VP of Customer Experience.
• Opportunity to shape product roadmaps and influence the future of mental‑health technology.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Monthly “Innovation Days” where teams prototype new features.
• Open‑door leadership policy—your voice matters at every level.
• Inclusive hiring practices that celebrate diverse perspectives.
• Flexible work hours to support work‑life balance.

Compensation & Benefits

The base salary for this role ranges from $135,000 to $159,500, complemented by a competitive equity package and comprehensive benefits. While specific details may vary, you can expect:

• Health, Dental, and Vision coverage starting on day one.
• Employer‑sponsored 401(k) match up to 2%.
• Unlimited paid time off, including vacation, sick leave, and company holidays.
• Parental leave: 18 weeks for birthing parents, 16 weeks for non‑birthing parents.
• Annual professional development stipend up to $1,000.
• Donation matching of $200 per year to support your chosen causes.
• Access to a suite of wellness resources—therapy, coaching, nutrition, fitness, and mental‑health apps.
• Reimbursement for fertility care and related expenses.
• Flexible spending accounts (HSA/FSA) with up to $1,000 contribution.

Travel & Remote Work

This is a fully remote, full‑time position. Occasional travel (approximately 10%) may be required for in‑person events, client meetings, or internal conferences.

Diversity & Inclusion Statement

brighthush is committed to fostering a workplace where everyone feels valued, empowered, and supported. We actively encourage candidates from underrepresented communities to apply, even if they do not meet every qualification. We believe diverse perspectives drive innovation and better outcomes for our clients and employees alike.

How to Apply

If you’re passionate about transforming mental‑health care, driving customer success at scale, and thrive in a fast‑paced, AI‑driven environment, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Closing

Join brighthush and be part of a mission‑driven team that is redefining how people access mental‑health support. Your expertise will directly impact the well‑being of millions worldwide while advancing your own career in a dynamic, supportive environment.