Strategic Customer Success Manager II – Enterprise SaaS & Healthcare Solutions – Remote (U.S.)

About brighthush

brighthush is a forward‑thinking, technology‑driven leader in the healthcare and employee benefits space. With a mission to transform how organizations deliver value to their workforce, we combine cutting‑edge SaaS platforms with deep industry expertise to help our clients achieve measurable health outcomes, cost efficiencies, and employee satisfaction. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As a remote‑first company, we empower our teams to work from anywhere in the United States while maintaining a strong sense of community through virtual town halls, hackathons, and quarterly in‑person retreats.

Why brighthush?

At brighthush, you’ll join a team that is redefining the future of employee benefits. We invest heavily in professional development, offering access to industry conferences, internal mentorship programs, and a generous learning stipend. Our people thrive in an environment that values autonomy, creativity, and data‑driven decision making. Whether you’re a seasoned customer success veteran or a rising star eager to grow, brighthush provides the resources, support, and recognition you need to excel.

Position Overview

The Strategic Customer Success Manager II is a pivotal role that blends strategic account management with deep analytical insight. You will independently manage a complex portfolio of high‑value customer relationships, ensuring their success, retention, and growth. Your influence will shape the customer journey, drive renewal readiness, and uncover new revenue opportunities—all while championing the value of brighthush’s solutions.

Key Responsibilities

• Portfolio Ownership: Own a book of business that includes enterprise‑level clients, with full accountability for health, retention, renewal readiness, revenue protection, and expansion.
• Renewal Leadership: Design and execute renewal strategies, conduct contract reviews, recommend pricing adjustments, and provide negotiation support to secure long‑term commitments.
• Growth & Upsell: Identify cross‑sell and upsell opportunities by mapping customer needs to brighthush’s product suite, collaborating with Sales and leadership to close deals.
• Trusted Advisor: Serve as the primary strategic partner for customers and brokers, offering guidance on program strategy, utilization, engagement, and service scope.
• Strategic Account Planning: Develop comprehensive account plans that include goals, stakeholder mapping, risk assessment, engagement strategy, renewal roadmap, and growth initiatives.
• Data‑Driven Insights: Analyze utilization, engagement, outcomes, service quality, and ROI data to produce executive‑ready insights that demonstrate value and inform decision making.
• Business Reviews: Lead quarterly and annual business reviews, tailoring recommendations to each customer’s workforce, benefits strategy, and business priorities.
• Churn Prevention: Detect early warning signs of dissatisfaction, craft recovery plans, coordinate contract saves, and maintain clear ownership of at‑risk accounts.
• Implementation Oversight: Manage platform migrations, benefit changes, and customer transitions to ensure delivery aligns with contract expectations and member experience.
• Escalation Management: Resolve complex complaints and escalations by coordinating cross‑functional teams (Product, Clinical, Operations, Finance, etc.).
• CRM & Forecasting: Keep CRM data accurate and up‑to‑date, including account health, renewal status, risks, opportunities, and stakeholder details.
• Voice of Customer: Capture and synthesize customer and member feedback to influence product development, communications, and internal processes.
• Digital Enablement: Leverage AI‑enabled tools and digital productivity solutions to enhance analysis, workflow efficiency, and scalability.
• Strategic Engagement: Participate in customer presentations, RFP/RFQ support, annual meetings, events, and other relationship‑building opportunities.
• Travel: Travel as needed to support customer meetings, events, implementations, and strategic relationship development.

Essential Qualifications

• Bachelor’s degree or equivalent combination of education and professional experience.
• 3–5+ years of progressive experience in Customer Success, strategic account management, employee benefits, healthcare/digital health, SaaS, or related B2B client management.
• Proven track record of independently managing a customer portfolio with responsibility for retention, renewals, and revenue growth.
• Strong consultative and commercial mindset, able to translate customer needs into solutions and measurable business outcomes.
• Exceptional analytical skills: ability to interpret utilization, engagement, outcomes, and financial data into clear, actionable recommendations.
• Excellent executive communication, presentation, negotiation, written communication, and stakeholder‑management skills.
• Experience managing customer risk, escalations, implementation complexity, and competing priorities.
• Proficiency with CRM systems (e.g., Salesforce), digital platforms, reporting/analytics tools, and Microsoft Office or equivalent productivity suites.
• Demonstrated ability to lead through influence in a matrixed, cross‑functional environment.

Preferred Qualifications

• Background in digital health, healthcare, employee benefits, behavioral health, EAP, virtual care, health plans, benefits consulting, or healthcare SaaS.
• Experience working with brokers, consultants, HR/Benefits leaders, or other employer decision‑makers.
• Familiarity with customer health scoring, forecasting, ROI/value realization, account planning, or change management frameworks.

Skills & Competencies

• Strategic Thinking & Vision
• Data‑Driven Decision Making
• Relationship Building & Influence
• Project & Program Management
• Negotiation & Deal Closure
• Customer Advocacy & Voice of Customer
• Cross‑Functional Collaboration
• Change Management & Adaptability
• Technical Proficiency (CRM, BI, SaaS platforms)
• Communication & Presentation Excellence

Career Growth & Learning Opportunities

At brighthush, we believe that your career trajectory should be as dynamic as the solutions we deliver. As a Strategic Customer Success Manager II, you will:

• Progress to Senior Customer Success Manager or Director of Customer Success, overseeing larger portfolios and shaping company‑wide success strategies.
• Lead cross‑functional initiatives that influence product roadmap, go‑to‑market strategy, and customer experience design.
• Participate in leadership development programs, including mentorship, executive coaching, and industry certifications.
• Attend global conferences, webinars, and workshops to stay ahead of emerging trends in healthcare technology and employee benefits.
• Earn a learning stipend and access to an extensive library of courses, books, and industry reports.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and innovation. Our culture is defined by:

• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels, regular town halls, and a flat hierarchy that encourages idea sharing.
• Well‑Being: Comprehensive health benefits, mental health resources, and a flexible work‑life balance policy.
• Community: Virtual coffee chats, hackathons, and quarterly in‑person retreats that foster camaraderie.
• Impact: Every team member’s contribution directly influences customer outcomes and company growth.

Compensation & Perks

While the base salary range for this role is $75,000–$80,000, brighthush offers a competitive total rewards package that includes:

• Performance‑based bonuses tied to customer retention, renewal success, and growth metrics.
• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Unlimited paid time off and flexible work hours.
• Professional development stipend and tuition reimbursement.
• Well‑being stipend for gym memberships, meditation apps, or wellness programs.
• Employee referral bonuses and recognition programs.
• Access to cutting‑edge tools and technology to support remote work.

How to Apply

Ready to take the next step in your career and help transform the way organizations deliver employee benefits? Submit your application through our careers portal or click the link below to apply directly.

Apply to brighthush Today

Join brighthush – Where Customer Success Meets Innovation

At brighthush, we don’t just provide solutions; we build lasting partnerships that empower our clients to achieve their most ambitious goals. If you are a strategic thinker, data‑savvy, and passionate about delivering exceptional customer experiences, we want to hear from you. Apply now and become a key driver of success for our clients and our organization.