Strategic Customer Success Manager – Healthcare SaaS & AI‑Driven Benefits Platform

About brighthush

brighthush is a trailblazing benefits navigation platform that empowers self‑funded employers to transform fragmented healthcare data into actionable insights, proactive member engagement, and measurable cost savings. By weaving together three fully integrated engines—zConnect (intelligent member navigation & price transparency), zAnalytics (healthcare intelligence & population health insights), and Zara AI (multi‑agent administrative & service voice/chat automation)—we eliminate traditional market gaps without adding headcount. Our mission is simple yet ambitious: connect every stakeholder in the self‑funded ecosystem and make healthcare more affordable, transparent, and personalized for every member.

Why brighthush?

At brighthush, you’ll work at the intersection of healthcare innovation, data analytics, and AI‑powered member engagement. We are a nimble, high‑growth scaling company with a clear mission and measurable impact. Our culture is built on rapid decision‑making, continuous learning, and a deep commitment to improving care, access, and outcomes through technology. If you thrive in a fast‑paced environment where your ideas directly influence product direction and client success, brighthush is the place for you.

Role Overview

We are looking for a driven and strategic Customer Success Manager (CSM) to strengthen partnerships, maximize client outcomes, and support revenue growth. You will own a portfolio of clients—primarily TPAs and health plans—helping them unlock measurable ROI and scale their impact through our platform. This highly cross‑functional role blends customer relationship management, platform engagement strategy, and solution delivery. You will collaborate with internal product, tech, implementation, data, and marketing teams to ensure client goals are met and exceeded.

Key Responsibilities

• Client Success & Strategic Partnership Management
  • Own client relationships from implementation through renewal, acting as a strategic advisor to TPA, employer, and broker stakeholders.
  • Build and maintain executive‑level relationships with operations, clinical, and financial stakeholders.
  • Develop customized success plans with KPIs tied to engagement, savings, and platform adoption.
  • Act as the primary point of contact for issue resolution, proactive risk management, and strategic account planning.
  • Prepare and deliver quarterly/annual business reviews (QBRs or ABRs), usage analytics, and ROI narratives.
• Engagement, Impact & Growth
  • Drive member activation and campaign engagement within the first 90 days of launch.
  • Guide TPAs and employers in targeting member cohorts (e.g., high‑cost claimants, chronic conditions).
  • Customize campaigns and engagement journeys using our native mobile app and web portal.
  • Provide ongoing product training, knowledge‑sharing, and support to ensure client autonomy.
  • Identify expansion opportunities and lead upsell conversations based on client needs.
  • Achieve quarterly targets for renewals, upsells, and cross‑sell revenue.
  • Partner with Marketing to create case studies and showcase measurable outcomes.
  • Represent the client voice in collaboration with Product, Engineering, and Data teams.
  • Contribute to the ongoing development of brighthush’s Client Success playbooks.

Essential Qualifications

• Bachelor’s degree in technology, analytics, business, or a related field.
• Minimum 3+ years in client success, account management, or consulting—ideally within healthcare SaaS or employer benefits.
• Strong relationship management experience, including VP and C‑level stakeholders.
• Proven success in driving contract renewals, upsells, and account expansion.
• Deep understanding of, or strong interest in, the self‑funded insurance space (TPAs, stop‑loss, PBMs, employer‑led benefit strategies).
• Exceptional communication, presentation, and consultative skills.
• Highly collaborative and proactive in cross‑functional environments.
• Ability to distill complex technical solutions into client business value.
• Strong organizational skills and comfort with CRM, analytics tools, and reporting dashboards.

Preferred Qualifications

• Experience with AI‑driven engagement platforms or population health analytics.
• Background in data science or analytics, with the ability to translate metrics into actionable insights.
• Prior exposure to the benefits technology ecosystem, including claims processing and member navigation.
• Track record of building and scaling client success programs in a high‑growth SaaS environment.

Skills & Competencies

• Client‑Centric Mindset – Obsessed with delivering value and measurable outcomes, with curiosity to understand the north star for customers.
• Analytical Thinker – Data‑driven with the ability to interpret data, insights, and engagement trends.
• Ownership & Bias for Action – Proactive problem‑solver who thrives on accountability.
• Continuous Learning – Committed to learning in an evolving high‑growth company, technology, and healthcare environment.
• Team Player – Highly collaborative with empathy in working with internal teams and external partners.
• Positive Energy – Brings positive energy to the workplace, team members, and stakeholders to bring out the best.
• Passion for Healthcare – Committed to improving care, access, and outcomes through better technology.

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders who are industry pioneers.
• Regular training sessions on the latest in AI, data analytics, and healthcare policy.
• Opportunities to lead cross‑functional initiatives that shape product roadmap.
• Clear career ladder within the Customer Success organization, with pathways to Director or VP roles.
• Participation in industry conferences, webinars, and thought‑leadership panels.

Work Environment & Culture

Our culture is built on transparency, agility, and a shared commitment to impact. You’ll enjoy:

• Flexible remote work with a supportive and collaborative team culture.
• Regular virtual town halls and open‑door policy with leadership.
• A culture that celebrates wins, learns from failures, and continuously iterates.
• Inclusive environment where diverse perspectives are valued and amplified.

Compensation & Perks

While specific numbers vary by experience, you can expect:

• Competitive base salary with a performance‑based commission/bonus plan tied to upsell and retention targets.
• Equity opportunity in a growing company shaping the future of healthcare navigation.
• Health, dental, and vision insurance, plus a generous paid time off policy.
• Professional development stipend and access to industry‑leading learning platforms.
• Flexible remote work environment with occasional in‑office collaboration in our flagship city.
• Wellness programs, mental health resources, and a supportive employee assistance program.

How to Apply

If you’re excited to join a mission‑driven team that is redefining healthcare navigation, we’d love to hear from you. Please submit the following to [email protected]:

• A 2‑3 minute video introducing yourself and sharing:
• Why you are interested in this role.
• What makes you passionate about healthcare and brighthush.
• Any relevant experience or unique attribute you would like to highlight for this role or brighthush.
• Resume and cover letter (optional but encouraged).

Alternatively, you can apply directly through the LinkedIn job posting or click the link below to submit your application.