Senior Customer Success Manager – Government & Insurance Billing Solutions – Strategic Growth & Retention Leader

About brighthush

brighthush is a trailblazer in the payments ecosystem, redefining how government agencies and insurance carriers manage their billing and collections. With a forward‑thinking culture that values innovation, accountability, and customer obsession, we empower our teams to turn complex challenges into strategic opportunities. If you thrive on building lasting relationships, driving measurable growth, and shaping the future of payments, brighthush offers the platform to make a real impact.

Why Join brighthush?

At brighthush, we don’t just deliver technology – we create a partnership with our clients that transforms their operations. As a Senior Customer Success Manager, you will be at the heart of this transformation, turning trust into revenue, anticipating risk before it surfaces, and owning outcomes as if they were your own. Our proven strategy has moved Customer Success from reactive account management to a proactive, growth‑driven engine, and we’re looking for a leader to help us scale this vision.

Key Responsibilities

• Strategic Book of Business Management – Own a portfolio of high‑value biller clients in the government and insurance segments, ensuring retention, revenue growth, and forecast predictability.
• Executive Relationship Building – Cultivate multi‑level relationships with executive sponsors, understanding each client’s strategic agenda and positioning brighthush as a trusted advisor.
• Growth & Business Reviews – Lead conversation‑led business reviews that surface client pain points, quantify value, and conclude with a clear next commercial step. Partner closely with Sales to identify expansion opportunities.
• Renewals & Commercial Negotiations – Drive complex, high‑value renewals with structured close plans, protect pricing, and secure commercial success for all stakeholders.
• Internal Advocacy & Cross‑Functional Coordination – Champion the client’s voice across Product, Operations, Support, Legal, and Finance, ensuring commitments are met and expectations exceeded.
• Continuous Improvement & Knowledge Sharing – Contribute to the CSM forum, share insights from account reviews, and feed segment strategy and product roadmap with actionable data.

Essential Qualifications

• 7+ years of customer success, account management, or related experience, with a strong focus on payments.
• Government or insurance industry experience is highly desirable.
• Bachelor’s degree (BS/BA) or equivalent professional experience.
• Expert‑level knowledge of payment processing, billing, and collections, with a proven track record of turning clients into advocates.
• Comfort engaging with C‑suite and board‑level stakeholders, both externally and internally.
• Demonstrated ability to negotiate complex, high‑value contracts and renewals.
• Strong problem‑solving skills: thrive in ambiguity, frame problems, and drive to resolution with clear ownership and deadlines.
• Proficiency with CRM and customer success platforms such as Salesforce and Gainsight.

Preferred Qualifications

• Experience leading a customer success team or program.
• Background in data‑driven forecasting and risk modeling.
• Knowledge of regulatory compliance in government and insurance billing.
• Track record of implementing process improvements that increase efficiency and client satisfaction.

Core Competencies & Skills

• Accountability & Ownership – Hold yourself and others accountable for commitments and outcomes.
• Results‑Oriented Mindset – Consistently deliver results, even under challenging circumstances.
• Customer‑Centricity – Build deep, trust‑based relationships and deliver solutions that truly address client needs.
• Innovation & Continuous Improvement – Seek new ways to add value and streamline processes.
• Collaboration & Influence – Build partnerships across functions and influence decision‑makers.
• Courage & Transparency – Address difficult issues head‑on and communicate candidly.

Career Growth & Learning Opportunities

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

• Leadership training programs that sharpen strategic thinking and people management skills.
• Cross‑functional projects that expose you to product, engineering, and sales teams.
• Mentorship from senior leaders who have shaped the payments industry.
• Regular knowledge‑sharing sessions, including the CSM forum and peer‑learning workshops.
• Clear career pathways from Senior CSM to Director of Customer Success and beyond.

Work Environment & Culture at brighthush

We foster a culture that values:

• Transparency – Open communication across all levels.
• Agility – Quick decision‑making and adaptability to change.
• Collaboration – Teamwork that breaks down silos.
• Innovation – Encouraging creative solutions to complex problems.
• Work‑Life Balance – Flexible remote or hybrid options with a focus on results, not hours.

Compensation, Perks & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to client retention, revenue growth, and strategic initiatives.
• Equity or stock‑option plans to share in the company’s success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including mental health resources and fitness stipends.
• Flexible work arrangements – remote or hybrid with a 25% travel requirement.

What This Role Is Not

This is not a support or traditional account‑management role, nor is it a quota‑chasing sales position. It is for a leader who wants to own outcomes, influence business strategy, and build a Customer Success function that proactively predicts risk, drives growth, and ensures retention.

Logistics & Eligibility

• Remote or hybrid work model available.
• Travel: Approximately 25% of the time, potentially higher based on client activity.
• Reports directly to the Director of Customer Success.
• Applicants must be authorized to work in the United States on a full‑time basis. This position does not sponsor visas.

Join the brighthush Team

Are you ready to transform the payments ecosystem and lead a high‑impact Customer Success team? At brighthush, you’ll have the autonomy to shape strategy, the resources to execute, and the culture to thrive. If you’re passionate about building lasting client relationships, driving revenue growth, and turning challenges into opportunities, we want to hear from you.

To apply, click the link below and submit your application. We look forward to exploring how your expertise can help us elevate our clients’ success and accelerate brighthush’s growth.