Strategic Customer Success Manager – Driving Growth, Retention, and Innovation in HealthTech at brighthush

About brighthush

brighthush is a trailblazing health‑tech company on a mission to simplify the complex world of employee benefits. By weaving together cutting‑edge AI, data analytics, and a unified digital platform, we empower organizations to deliver affordable, high‑quality healthcare to their workforce. With a global footprint that spans over 300 talented team members and a robust fundraising history exceeding $100 million, brighthush is recognized as one of the fastest‑growing startups in the industry. Our culture is built on hard work, compassion, and a relentless focus on impact—values that resonate with every member of our team.

Role Overview

We are proactively building our pipeline for anticipated openings in Q3/Q4, and we invite you to start the conversation early. As a Customer Success Manager at brighthush, you will be a pivotal force in driving customer retention, expansion, and overall satisfaction. Your primary focus will be a portfolio of strategic broker partners, where you will own the full lifecycle of account management—from onboarding and adoption to renewal and upsell.

Why This Role Matters

In a rapidly evolving benefits landscape, customers need a trusted partner who can translate complex technology into tangible value. Your work will directly influence our Net Dollar Retention (NDR), product adoption rates, and the long‑term health of our customer relationships. By aligning brighthush’s marketplace solutions with client needs, you will help shape the future of employee wellness while contributing to the company’s revenue goals.

Key Responsibilities

• Strategic Book Management: Own a portfolio of high‑impact broker partners, ensuring product adoption, utilization, and overall customer health meet or exceed targets.
• Full‑Cycle Revenue Ownership: Lead end‑to‑end renewal and expansion processes, identifying upsell opportunities and negotiating contracts that align with both client goals and brighthush’s revenue objectives.
• Sales Cycle Execution: Partner with Product Solutions Consultants to conduct deep discovery, map pain points to brighthush solutions, and confidently close deals.
• Executive Presence: Build consultative relationships across all levels—from day‑to‑day champions to C‑suite stakeholders—facilitating high‑stakes conversations that drive alignment and value.
• Crisis Management & Poise: Serve as the primary external point of contact for escalations, resolving complex issues with urgency and a calm, solution‑oriented mindset.
• Strategic Advisement: Act as the main advisor on adoption strategies, leveraging deep knowledge of brighthush’s product suite and industry best practices to expand account value.
• Data‑Driven Leadership: Utilize AI tools (Claude, Gemini) and analytics platforms to dive deep into account performance, providing thought leadership and voicing customer insights internally.
• Meticulous Execution: Maintain rigorous attention to detail in contracts, health scores, and stakeholder updates, ensuring no risk goes unnoticed.
• On‑the‑Road Partnership: Travel to meet clients and brokers throughout the year for business reviews, relationship deepening, and to solidify brighthush’s position as a strategic partner.

Essential Qualifications

• Minimum 4–5 years of customer‑facing account leadership in benefits technology, health insurance, or wellness technology.
• Proven track record of managing customer retention and account growth, with demonstrated success in negotiating contracts and driving commercial outcomes.
• Strategic, results‑oriented mindset with the ability to partner with stakeholders at all levels, from individual contributors to C‑suite.
• Strong commercial acumen: adept at navigating sales processes, overcoming objections, managing procurement/legal hurdles, and balancing a “hunter” mindset within a “farmer” role.
• Highly collaborative and influential, working seamlessly with cross‑functional teams to drive results and innovation.
• Exceptional executive presence, capable of presenting complex information in a digestible, actionable manner.
• Willingness to travel 15–20% of the time, including quarterly visits to the Chicago headquarters for internal team meetings.

Preferred Qualifications

• Experience with AI‑driven analytics platforms and a passion for data‑driven decision making.
• Background in SaaS or platform‑based solutions within the health‑tech space.
• Knowledge of regulatory frameworks and compliance standards relevant to employee benefits.
• Previous experience in a high‑growth startup environment, comfortable with ambiguity and rapid change.

Skills & Competencies

• Strategic Thinking & Execution
• Relationship Building & Executive Communication
• Negotiation & Contract Management
• Data Analysis & Insight Generation
• Problem Solving & Crisis Management
• Collaboration & Team Leadership
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders who have navigated the health‑tech landscape.
• Regular training on emerging AI technologies, product updates, and industry trends.
• Clear career pathways—from Customer Success Manager to Senior Manager, Director, and VP roles.
• Opportunities to lead cross‑functional initiatives, influencing product strategy and market positioning.
• Participation in industry conferences, webinars, and thought‑leadership panels.

Work Environment & Company Culture

brighthush champions a remote‑first model that empowers employees to work from anywhere while fostering collaboration through:

• Weekly virtual huddles and quarterly in‑person retreats.
• Open‑door communication channels with founders and executives.
• A culture of transparency, continuous feedback, and recognition.
• Commitment to work‑life balance, with flexible PTO and a generous parental leave policy.
• Inclusive hiring practices that celebrate diversity in all its forms.

Compensation & Benefits

While the base salary range for this role is $100,000–$110,000 annually, brighthush offers a comprehensive total rewards package that includes:

• Competitive base salary with performance‑based bonuses.
• Stock options for eligible roles, aligning your success with the company’s growth.
• 401(k) plan with company match.
• Medical, dental, and vision insurance with HSA contribution match.
• Paid parental leave and company‑sponsored short‑term and long‑term disability coverage.
• Flexible paid time off (PTO) and a generous vacation policy.
• Access to wellness programs, mental health resources, and employee assistance programs.

Commitment to Equal Pay & Inclusive Culture

brighthush is dedicated to creating a diverse and inclusive workplace where every employee is valued and rewarded based on merit. We conduct annual pay equity reviews, assess external market data, and adjust compensation to eliminate disparities across gender, race, and ethnicity. Our goal is to ensure that every team member receives fair, transparent, and equitable pay for the work they do.

How to Apply

We’re excited to hear from candidates who are passionate about transforming employee benefits through technology. If you’re ready to join a high‑growth, mission‑driven team, please submit your application through our talent community portal. We look forward to exploring how your expertise can help brighthush continue to innovate and deliver unparalleled value to our clients.