Strategic Customer Success Executive – Enterprise Account Growth & Retention Leader (Remote – Vermont)

About brighthush

At brighthush, we are on a mission to unlock the potential of every community. Founded in 2013, our platform connects community‑based organizations, government agencies, and healthcare providers so they can collaborate seamlessly and deliver whole‑person health services. By bridging gaps between health and social services, we empower veterans, families, and individuals across the nation to receive the care they deserve—when they need it. If you are driven by purpose, thrive on solving complex problems, and want to make a measurable impact while advancing your career, brighthush is the place to be.

Why This Role Matters

As a Customer Success Executive at brighthush, you will be the trusted strategic partner for our most valuable, high‑complexity accounts. You’ll own the full lifecycle of customer relationships—from onboarding and value realization to renewal and expansion—ensuring that each client not only achieves their goals but also sees brighthush as an indispensable ally in their mission. Your work will directly influence revenue growth, customer satisfaction, and the broader social impact that our platform enables.

Key Responsibilities

Strategic Account Ownership & Retention

• Develop and execute value‑based account strategies that align with each client’s financial and strategic priorities.
• Build deep, executive‑level relationships across the customer organization, proactively identifying opportunities for optimization and growth.
• Lead renewal negotiations and expansion initiatives, positioning brighthush as a strategic partner that drives measurable outcomes.
• Monitor health scores, identify at‑risk accounts early, and implement mitigation plans to safeguard retention.

Solution Design & Value Realization

• Collaborate with customers to design tailored solutions for complex use cases, translating needs into actionable product feedback.
• Synthesize platform data and outcomes into compelling, outcome‑driven narratives for Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• Champion adoption of best‑practice workflows and policies that sustain long‑term platform utilization.

Cross‑Functional Problem Solving & Voice of the Customer

• Navigate ambiguous, cross‑functional challenges that affect customer systems and workflows, coordinating solutions across Product, Community, Operations, Marketing, and Support teams.
• Serve as the internal advocate for customer needs, ensuring insights are integrated into product roadmaps and service improvements.
• Drive alignment without formal people‑management authority, influencing stakeholders to achieve shared success goals.

Leadership, Mentorship & Playbook Development

• Lead team initiatives, contribute to the evolution of best‑practice playbooks, and help shape the future of the Customer Success organization.
• Mentor junior team members, support onboarding processes, and foster a culture of continuous learning.

Essential Qualifications

• 5–7 years of professional experience, with at least 5 years in customer success, account management, or a closely related field.
• Proven track record managing a portfolio of high‑value, complex accounts and delivering consistent renewal and expansion results.
• Demonstrated ability to create and sustain large, strategic partnerships at the executive level.
• Strong analytical skills with the ability to translate data into actionable business insights.
• Exceptional communication and presentation abilities, comfortable delivering executive‑level briefings.
• Self‑starter who thrives in a remote environment, exercising high autonomy while collaborating across dispersed teams.

Preferred Qualifications & Additional Skills

• Experience in the health‑social services, public‑sector, or SaaS ecosystems.
• Familiarity with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Totango).
• Advanced negotiation and influencing skills, especially in multi‑stakeholder environments.
• Ability to manage up to 30% travel for on‑site visits, strategic workshops, and industry events.
• Passion for social impact and a personal commitment to the mission of improving community health outcomes.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture, align customer goals with product capabilities, and craft long‑term growth plans.
• Relationship Management: Skilled at building trust with C‑suite executives and navigating complex organizational structures.
• Data‑Driven Decision Making: Proficient in leveraging platform analytics to demonstrate ROI and guide strategic recommendations.
• Problem Solving: Comfortable tackling ambiguous challenges and orchestrating cross‑functional solutions.
• Leadership & Mentorship: Demonstrated experience guiding peers, sharing knowledge, and fostering a collaborative culture.

Compensation, Perks & Benefits

Base Salary: $110,000 – $140,000, commensurate with experience, location, and demonstrated expertise.

Variable Compensation: Performance‑based bonuses tied to renewal rates, expansion revenue, and customer satisfaction metrics.

Comprehensive Health Coverage: Medical, dental, and vision plans for you and eligible dependents, including unlimited virtual mental‑health visits.

Wellness Programs: Employee Assistance Program (EAP), wellness platform subscriptions, and mental‑health resources.

Flexible Time Off: Unlimited PTO policy, volunteer days, mental‑health days, and 14 paid company‑wide holidays.

Parental Leave: Paid leave for both birth and adoptive parents.

Retirement Savings: 401(k) with employer match, immediate vesting, and financial‑wellness resources.

Additional Insurance Options: Life, AD&D, disability, accident, and pet insurance (company‑paid basic coverage with optional upgrades).

Spending Accounts: Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), and commuter benefits.

Remote‑Work Enablement: Full suite of home‑office equipment—including laptop, monitor, keyboard, mouse, and approved accessories—provided at no cost.

Employee Resource Groups (ERGs): Connect with colleagues through groups focused on veterans, LGBTQIA+, parents, and more.

Culture & Work Environment at brighthush

We believe that a diverse, inclusive, and purpose‑driven workplace fuels innovation. At brighthush, you’ll join a collaborative, remote‑first team that values transparency, empathy, and continuous learning. Our culture is built on:

• Mission‑First Mindset: Every project is tied back to our core purpose of improving community health outcomes.
• Growth Opportunities: Access to professional development budgets, mentorship programs, and internal mobility pathways.
• Inclusive Leadership: Leaders who actively listen, champion diverse perspectives, and empower their teams.
• Innovation Culture: Regular hackathons, idea‑sharing forums, and cross‑functional workshops that encourage creative problem‑solving.
• Work‑Life Harmony: Flexible schedules, remote work flexibility, and a supportive environment that respects personal commitments.

Career Path & Advancement

As a Customer Success Executive, you will be positioned for accelerated growth within the Customer Success organization and beyond. Potential next steps include:

• Senior Customer Success Manager or Director of Customer Success.
• Strategic Partnerships Lead, focusing on ecosystem expansion.
• Product Management or Solutions Architecture roles, leveraging deep customer insights.
• Leadership positions within brighthush’s broader Go‑to‑Market or Operations teams.

Our commitment to internal promotion means you’ll have clear, merit‑based pathways to advance your career while continuing to make a difference.

Application Process & Next Steps

If you are ready to champion customer success, drive strategic growth, and contribute to a mission that matters, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter outlining how your experience aligns with the responsibilities and values described above.

Apply to Join brighthush Today

Equal Opportunity & Accessibility

brighthush is an equal‑opportunity employer. We celebrate and support the unique perspectives of employees of all races, religions, genders, sexual orientations, ages, veteran statuses, disabilities, and backgrounds. If you require accommodation during the application or interview process, please contact us at [email protected].

Take the next step in your career and help us unlock the potential of every community. Join brighthush and be part of a team that turns vision into reality.