Strategic Customer Success Team Manager – Driving Retention, Expansion, and Team Excellence in Behavioral Health Solutions

About brighthush

brighthush is a trailblazing provider of integrated behavioral health solutions, empowering organizations across the United States to deliver high‑quality, data‑driven care to their members. Our Welltrack Ecosystem blends cutting‑edge technology, evidence‑based clinical services, and robust analytics to help clients improve outcomes, reduce costs, and enhance member satisfaction. At brighthush, we believe that success is a partnership—between our team, our clients, and the communities we serve. If you thrive in a mission‑driven environment, love coaching others, and are passionate about transforming behavioral health through customer‑centric strategies, we want you on our team.

Position Overview

As the Strategic Customer Success Team Manager, you will lead a high‑performing Customer Success Manager (CSM) squad, ensuring that every brighthush client consistently realizes measurable value from our Welltrack Ecosystem. You will blend people leadership with data‑driven strategy, creating a culture of proactive engagement, continuous improvement, and relentless focus on customer health. Your influence will shape how we retain, expand, and deepen relationships with our diverse portfolio of behavioral health partners, from large health plans to academic institutions and employee assistance programs.

Key Responsibilities

Team Leadership & Development

• Supervise, coach, and develop a team of 6‑10 CSMs, setting clear performance expectations and fostering a collaborative, growth‑oriented environment.
• Facilitate weekly team meetings, action‑item tracking, and accountability loops to keep momentum high.
• Design and deliver onboarding, role‑playing, and case‑review training modules that sharpen consultative selling, objection handling, and strategic conversation skills.
• Implement structured coaching plans, providing real‑time feedback and targeted skill development to elevate each team member’s effectiveness.
• Champion a customer‑centered mindset across the squad, ensuring consistency in engagement, documentation, and value storytelling.

Customer Health, Retention, and Value Realization

• Own the health metrics for the entire brighthush customer portfolio, driving retention, renewal, and expansion outcomes.
• Establish and enforce best practices for success planning, business reviews, and value storytelling that align with client goals.
• Develop a standardized health‑monitoring framework, defining risk indicators, escalation thresholds, and proactive intervention protocols.
• Set cadence for engagement checks based on account health, strategic importance, and growth potential.
• Prioritize outreach and CSM activities to focus resources on high‑impact accounts, ensuring timely risk mitigation and opportunity capture.
• Collaborate with CSMs to identify at‑risk customers, design mitigation plans, and execute renewal strategies that emphasize long‑term partnership value.
• Lead expansion initiatives, tracking upsell and cross‑sell opportunities, and aligning them with client objectives and financial impact.

Coaching on Account Strategy & Execution

• Guide CSMs in crafting strategic account plans that reflect customer priorities, retention goals, and expansion pathways.
• Provide support for complex escalations, sensitive conversations, and competitive threat scenarios.
• Ensure consistent use of data, utilization metrics, and impact reporting to inform strategy and demonstrate value.
• Coach CSMs to translate clinical outcomes and service performance into compelling narratives for business reviews.
• Equip the team to navigate competitive landscapes, address potential churn, and maintain a proactive stance on customer needs.

Operational Excellence & Process Ownership

• Create and maintain playbooks that codify workflows, documentation standards, and engagement models.
• Continuously refine processes for health monitoring, segmentation, engagement cadences, and risk escalation.
• Ensure rigorous use of CRM and customer success systems for accurate account documentation, health tracking, and opportunity management.
• Identify inefficiencies, propose improvements, and lead cross‑functional initiatives to streamline the customer lifecycle.
• Track key performance indicators—engagement, retention, expansion, and team execution—and use data to drive continuous improvement.

Cross‑Functional Leadership & Advocacy

• Represent the customer voice in strategic planning sessions, influencing product roadmap, service delivery, and resource allocation.
• Partner with Sales, Business Development, Clinical, Product, and Operations to align expansion strategies and ensure seamless handoffs.
• Communicate health trends, risk signals, and growth opportunities to senior leadership, shaping business strategy and prioritization.
• Stay abreast of industry trends, best practices, and competitive dynamics in behavioral health and digital health platforms.
• Model professionalism, empathy, integrity, and accountability in a high‑change environment.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• Minimum 5 years of experience in Customer Success, Account Management, or Partner Engagement within the behavioral health or digital health space.
• At least 2 years of people‑management or team‑leadership experience, with a proven track record of coaching and developing high‑performing teams.
• Deep understanding of customer success principles—adoption, retention, renewals, expansion, proactive engagement, and value realization.
• Demonstrated ability to design, implement, and refine customer success processes, including segmentation, engagement cadences, and risk management.
• Strong analytical mindset, adept at using customer data and performance metrics to prioritize activities and drive continuous improvement.
• Excellent written and verbal communication skills, with experience in technical or impact writing.
• Proficiency with CRM systems and customer health dashboards.

Preferred Qualifications

• Graduate degree in Behavioral Health, Public Health, Business Administration, or a related discipline.
• Behavioral health training, licensure, or direct experience in service delivery.
• Familiarity with telehealth or digital health platforms.
• Experience working with higher education institutions, public or private sector behavioral healthcare organizations, or employee assistance programs.
• Experience managing stress and maintaining high performance in a mission‑driven environment.

Skills & Competencies

• Strategic Thinking & Execution
• People Leadership & Coaching
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Process Design & Optimization
• Cross‑Functional Collaboration
• Strong Communication & Storytelling
• Adaptability & Resilience
• Technical Proficiency (CRM, Analytics, MS Office)

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Leadership training programs focused on coaching, strategic planning, and data analytics.
• Mentorship from senior leaders across Sales, Product, and Clinical teams.
• Opportunities to lead cross‑functional projects that shape the future of behavioral health delivery.
• Regular performance reviews that align career goals with organizational objectives.
• Access to industry conferences, webinars, and certification programs.

Work Environment & Culture

brighthush fosters a culture of collaboration, transparency, and continuous learning. Our remote‑first model offers flexibility while maintaining strong team cohesion through regular virtual huddles, town‑hall meetings, and informal social events. We celebrate diversity, equity, and inclusion, and we are committed to creating a supportive environment where every voice is heard.

Compensation & Benefits

We offer a competitive salary range of $85,000 to $105,000, commensurate with experience, along with a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible work arrangements.
• Wellness stipend and mental health resources.
• Professional development budget.
• Employee recognition programs and performance bonuses.

Why Join brighthush?

By joining brighthush, you will:

• Lead a passionate team that directly impacts the health and well‑being of thousands of individuals.
• Drive strategic initiatives that shape the future of behavioral health technology.
• Work in a collaborative, high‑energy environment that values innovation and continuous improvement.
• Enjoy a competitive compensation package and a culture that prioritizes work‑life balance.
• Be part of a mission‑driven organization that makes a tangible difference in the lives of our clients and their communities.

Ready to Make an Impact?

If you are a strategic thinker, a people‑first leader, and a customer‑advocate ready to elevate brighthush’s success function, we encourage you to apply today. Join us in transforming behavioral health delivery and creating lasting value for our partners.