Strategic Customer Success Manager – Healthcare & SaaS – Driving Adoption, Retention, and Growth for First Responder Support Services at brighthush

Welcome to brighthush – Where Innovation Meets Impact

At brighthush, we’re redefining how healthcare solutions are delivered to the nation’s most courageous professionals. Our mission is simple yet profound: to empower first responders—firefighters, police officers, and public works personnel—by providing seamless, high‑quality medical navigation and support. We do this through cutting‑edge technology, a dedicated partner network, and a culture that values service, resilience, and continuous improvement.

As a rapidly growing leader in healthcare navigation, brighthush is committed to creating a future where every injured hero receives the care they deserve—24/7, 365 days a year. Our clients rely on us to streamline access to top‑tier providers, manage complex claims, and ensure a VIP experience for members, retirees, and their families. If you’re passionate about making a tangible difference while working in a dynamic, tech‑savvy environment, we want you on our team.

Why Join brighthush?

• Impactful Work – Your efforts directly influence the health outcomes of frontline heroes.
• Growth Opportunities – We invest in your professional development with mentorship, training, and clear career pathways.
• Collaborative Culture – Cross‑functional teams, open communication, and a flat hierarchy foster innovation.
• Competitive Compensation – Base salary, performance bonuses, equity, and comprehensive benefits.
• Work‑Life Balance – Unlimited PTO, flexible remote options, and a supportive environment.

Role Overview

As a Customer Success Manager (CSM) at brighthush, you will be the trusted advisor to our clients, ensuring they achieve their desired outcomes through our services. You will build deep relationships with key stakeholders, drive customer adoption, and identify opportunities for expansion, renewal, and long‑term retention. Your strategic vision and hands‑on execution will be pivotal in maintaining the high standards of service that brighthush is known for.

Key Responsibilities

• Client Relationship Management – Serve as the primary point of contact and trusted advisor for assigned clients, fostering long‑term, strategic relationships.
• Quarterly Business Reviews (QBRs) – Lead engaging QBRs that showcase value, align on goals, and uncover growth opportunities.
• Renewal & Retention Strategy – Drive client renewals by proactively managing the customer lifecycle and mitigating churn risk.
• Onboarding & Training – Provide comprehensive training and education to client members and stakeholders to accelerate adoption and maximize value.
• Performance Analytics – Monitor, analyze, and report on customer KPIs to ensure successful adoption, utilization, and ROI of our solutions.
• Cross‑Functional Collaboration – Partner with Sales, Product, Operations, and Marketing to deliver a seamless client experience.
• Advocacy & Reference Building – Identify, nurture, and build customer advocates to support case studies, testimonials, and reference programs.
• Strategic Insight Delivery – Provide actionable insights and recommendations to clients based on data, best practices, and industry benchmarks.
• Risk Management – Escalate risks, surface opportunities, and drive resolution in partnership with internal teams.
• Process Improvement – Continuously seek opportunities to improve processes, tools, and resources that enhance the customer experience.

Essential Qualifications

• 3+ years of experience in customer success, account management, or a related role within healthcare, SaaS, or service‑based industries.
• Prior experience working with or for a Worker’s Compensation carrier, Third‑Party Administrator (TPA), or Public Sector HR role with Worker’s Comp or TPA experience.
• Proven track record managing portfolio accounts, including implementations and long‑term relationship management.
• Strong project management skills with the ability to balance multiple priorities and stakeholders.
• Excellent communication and presentation skills, with the ability to deliver compelling QBRs and articulate value propositions.
• Data‑driven mindset with experience leveraging customer insights to drive strategy and engagement.
• Ability to collaborate cross‑functionally with Sales, Product, and Operations teams to enhance customer outcomes.
• 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.

Preferred Qualifications

• Advanced degree in Business, Healthcare Administration, or related field.
• Experience in a high‑growth startup environment.
• Knowledge of healthcare regulations, compliance, and payer dynamics.
• Fluency in data visualization tools (Tableau, Power BI).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Analytical Acumen – Proficiency in interpreting data to uncover insights and drive decisions.
• Influence & Negotiation – Skilled at guiding stakeholders toward mutually beneficial outcomes.
• Adaptability – Comfortable navigating ambiguity and driving change in a fast‑paced environment.
• Team Collaboration – Thrive in cross‑functional teams and foster a culture of shared success.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a CSM, you will have access to:

• Mentorship from senior leaders in Customer Success, Product, and Sales.
• Regular training sessions on industry trends, new product features, and advanced analytics.
• Opportunities to lead cross‑functional projects and initiatives.
• Clear promotion pathways to Senior CSM, Director of Customer Success, or VP of Client Experience.
• Support for certifications such as Certified Customer Success Manager (CCSM) or Project Management Professional (PMP).

Work Environment & Culture

brighthush’s culture is built on four pillars:

• Purpose‑Driven Mission – Every day, we work to protect those who protect us.
• Innovation & Agility – We embrace new ideas, iterate quickly, and celebrate experimentation.
• Collaboration & Transparency – Open communication, shared goals, and a flat hierarchy empower everyone.
• Well‑Being & Flexibility – Unlimited PTO, remote work options, and a focus on mental and physical health.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates.
• Performance‑based bonuses tied to client satisfaction and retention metrics.
• Equity or stock‑option plans to share in our growth.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company match.
• Life and disability insurance.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Parental leave policy and family‑friendly benefits.
• Professional development budget and tuition reimbursement.
• Well‑being stipend, gym memberships, and wellness programs.

How to Apply

If you’re ready to join a purpose‑driven team that values innovation, collaboration, and impact, we encourage you to apply today. Bring your passion for customer success, your strategic mindset, and your commitment to excellence to brighthush.

To submit your application, click the link below and follow the prompts. We look forward to learning how you can help us continue to support the nation’s first responders.