Strategic Customer Success Manager – East Coast Territory – Healthcare Navigation & Support for brighthush

About brighthush

brighthush is a national trailblazer in healthcare navigation and support, dedicated to transforming the way first responders—firefighters, police officers, and public works professionals—access high‑quality medical care. With a mission to protect those who protect us, brighthush delivers innovative, 24/7, 365‑day solutions that connect injured heroes to the best treatment options, while ensuring a seamless, VIP‑level experience for members, retirees, and their families. Our commitment to excellence, data‑driven insights, and a culture of continuous improvement has positioned us as the go‑to partner for agencies and organizations across the United States.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven team that makes a tangible difference in the lives of first responders. We foster an inclusive, collaborative environment where ideas thrive, career paths are clear, and learning is embedded in everyday work. Whether you’re a seasoned customer success professional or an ambitious newcomer, you’ll find the support, resources, and recognition you need to grow and succeed.

Role Overview

As a Strategic Customer Success Manager for the East Coast Territory, you will be the primary advocate for our clients, ensuring they realize maximum value from brighthush’s suite of healthcare navigation services. You will blend strategic account management with hands‑on support, leading Quarterly Business Reviews (QBRs), training sessions, KPI monitoring, and renewal processes. Your influence will shape the client experience, drive retention, and help position brighthush as a trusted partner in the first‑responder community.

Key Responsibilities

• Client Relationship Leadership: Serve as the trusted advisor and main point of contact for assigned accounts, cultivating long‑term, strategic partnerships.
• Business Review Champion: Lead QBRs that showcase value, align on objectives, and uncover opportunities for expansion and deeper engagement.
• Renewal & Retention Strategist: Proactively manage the customer lifecycle, mitigate churn risk, and drive successful renewals.
• Training & Adoption Facilitator: Design and deliver training programs for client stakeholders, ensuring high adoption rates and optimal utilization of our solutions.
• Data‑Driven Insight Provider: Monitor, analyze, and report on customer KPIs, translating data into actionable recommendations that enhance ROI.
• Cross‑Functional Collaborator: Partner with Sales, Product, Operations, and Marketing to deliver a seamless client experience and address escalated issues.
• Advocate & Reference Builder: Identify and nurture customer advocates, supporting case studies, testimonials, and reference programs.
• Strategic Partnering: Deeply understand client business objectives, positioning brighthush’s solutions as a strategic ally.
• Process Improvement Advocate: Continuously seek ways to refine tools, resources, and workflows that elevate the customer journey.
• Risk Management & Opportunity Identification: Escalate risks, surface opportunities, and collaborate with internal teams to ensure swift resolution.

Essential Qualifications

• Minimum of 3 years’ experience in customer success, account management, or a related role within healthcare, SaaS, or service‑based industries.
• Proven track record managing portfolio accounts, including end‑to‑end implementations and long‑term relationship stewardship.
• Strong project management skills with the ability to juggle multiple priorities and stakeholders simultaneously.
• Exceptional communication and presentation abilities, capable of delivering compelling QBRs and articulating value propositions.
• Data‑driven mindset with experience leveraging customer insights to shape strategy and engagement.
• Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight, or similar).
• Experience working with first responders, healthcare organizations, or municipal agencies is a plus.
• Prior exposure to Worker’s Compensation carriers, Third‑Party Administrators (TPA), or public sector HR roles with Worker’s Comp experience.

Preferred Qualifications

• Advanced knowledge of healthcare navigation processes and regulatory frameworks.
• Experience in a high‑growth, fast‑paced startup environment.
• Certifications in Customer Success Management (CSM), Project Management (PMP, Agile), or related fields.
• Fluency in multiple languages spoken by first‑responder communities.

Core Skills & Competencies

• Strategic Thinking & Account Planning
• Relationship Management & Stakeholder Engagement
• Data Analysis & KPI Reporting
• Training & Knowledge Transfer
• Problem Solving & Conflict Resolution
• Collaboration Across Functional Teams
• Adaptability & Resilience in Dynamic Environments
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

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

• Structured mentorship programs pairing you with senior leaders.
• Regular skill‑building workshops covering advanced customer success strategies, data analytics, and industry trends.
• Clear promotion pathways from Customer Success Manager to Senior Manager, Director, and VP roles.
• Cross‑departmental projects that broaden your exposure to product development, sales, and operations.
• Annual performance reviews that align your goals with company objectives and reward exceptional impact.

Work Environment & Culture

brighthush thrives on a culture of collaboration, innovation, and purpose. We value:

• Open communication and transparency at all levels.
• Work‑life balance, supported by flexible schedules and remote‑friendly policies.
• Recognition of achievements through awards, shout‑outs, and tangible rewards.
• Community engagement initiatives, including volunteer days and partnerships with first‑responder charities.
• A vibrant, inclusive workplace where diverse perspectives are celebrated.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for the East Coast region.
• Performance‑based bonuses tied to client satisfaction, renewal rates, and KPI achievements.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Life and short/long‑term disability insurance.
• Unlimited paid time off (PTO) and flexible vacation policies.
• Generous parental leave for new parents.
• Company equity or stock‑option program to share in brighthush’s growth.
• Professional development stipend and tuition reimbursement.
• Wellness programs, gym memberships, and mental health resources.

How to Apply

If you’re ready to elevate the client experience for first responders across the East Coast and join a mission‑driven organization that values impact, innovation, and growth, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

We look forward to exploring how your expertise can help brighthush continue to protect and empower those who protect us.