Client Success Manager, Operations

About the Role: 

Brightline brings virtual behavioral and mental health care to families, when and where they need it. We are seeking an exceptional Client Success Manager to manage the client lifecycle from implementation to developing long-term relationships with our self-funded employers and enterprise health plan clients at scale.

This is for a role on our Operational Excellence Squad combining automated client management with building and expanding the systems and tools enabling the entire Client Success team to serve all of our clients, from SMB to Jumbo, at scale. And therefore we are looking for a candidate uniquely experienced with Client Success Operations as well as direct client management and that loves the operations side of CS.  

This role is vital in building strong relationships with our customers and driving awareness of and engagement with Brightline across their eligible membership. Member engagement is ultimately what drives success for plans, employers, providers, and members, which is why Customer Success has such a direct and meaningful impact on this core aspect of our business. The ideal candidate possesses a successful track record in Client Success, working directly with clients and developing operational excellence for scalability. 

As a member of the Client Success team, you’ll help shape the strategy aimed at ensuring the long-term success of Brightline’s clients and help countless numbers of children, teens, and their families along the way.

Why You Are Excited About Us: 

This is a 100% remote role and will have the exciting opportunity to work directly and build strong relationships with Brightline clients (i.e. employers and health plans) and develop processes and tools to help the CS team function at scale.

• Relationship-building: 

  • Able to build relationships as a trusted and respected thought partner with multiple external and internal stakeholders (health plan, employer, other vendor partners, and internal teams)

• Operational excellence:

  • Managing and optimizing CS software (i.e. Gainsight) and CS Ops activities and keeping systems updated

  • Automated client management with building and expanding the systems and tools enabling the entire Client Success team to serve all of our clients, from SMB to Jumbo, at scale.

  • Collaborating with internal teams (sales, account managers, CSMs, product managers, and others) on complex implementations across employers, health plans and partners

  • Working with the client success team to enable client engagement and activations by developing tools and processes and leveraging CS software to operationalize strategies at scale

  • Ensuring 100% client retention focusing on scalable processes and strategies to support the entire CS team

• Maximizing client value: 

  • Managing a portfolio of Brightline’s clients, either pooled or directly, from implementation through ongoing management and optimization

  • Achieve targeted growth objectives for your clients and generate referrals, sales references, and public-speaking opportunities from your clients in line with quarterly goals

• Project management: 

  • Self-directed and able to manage multiple complex projects in a timely manner, ensuring expectations are properly set, and all success criteria are met

• Product knowledge:

  •  Subject matter expert on our product, knowing the specifics and functionalities, and understanding common use cases and best practices. Able to confidently answer questions and present solutions to clients.

Why We Are Excited About You:

• 6+ years of experience in enterprise client management

• 4+ years of experience in digital health/healthcare, with a mixture of experience with both self-funded employers and health plans preferred

• Experience in a high-growth, venture-backed environment strongly preferred

• Ability to lead cross-functionally to execute, including with marketing, operations, product, engineering, clinical, and finance

• Experience in complex implementations

• Experience with Gainsight or another client success management platform 

• Strong presentation skills with the ability to craft a compelling story and value proposition

• Passion for our mission to redefine behavioral health for children and their families

• An understanding of the behavioral and mental health space and an innovative mindset to deliver exceptional, differentiated offerings 

• Exceptional skills in collaboration with internal and external teams and partners

• Outstanding written and verbal communication to influence and inspire teammates

• Preference to reside in CST 

• Some client travel may be required for this role 

Total Rewards 

Insurance:

• Medical + Dental + Vision + Disability + Life Insurance 

Time off:

• 14 Paid Holidays +  Flexible PTO +  Sick Days + Parental Leave 

Stipends/Reimbursements:

• Learning and Development Reimbursement

• Health and Wellness Stipend

• Home Office Reimbursement

Financial Wellness:

• 401k

• Stock Options

Community:

• Remote, community-focused culture

• Company-wide meditations

• Group workouts hosted by Brightline employees!

• Company Offsites

Compensation Philosophy:

• At Brightline, we have built a total rewards philosophy that includes fair, equitable, competitive, and geo-based compensation that is performance and potential-based. Our strategy is based on robust market research, including external advisory specializing in national compensation, and thoughtful input from every level of our organization. It is a combination of a cash salary, equity, benefits, well-being, and opportunity. In compliance with the Equal Pay for Equal Work Act, the annual base salary range for applicants is $77,000-$104,000.

Our Commitment to Building a Diverse, Equitable, and Inclusive Workforce

At Brightline, we believe that Diversity, Equity, Inclusion, and Belonging are essential to the foundation that we build our mission upon.  We are compelled to build a future where all families can access inclusive, high-quality care. We are committed to creating an environment that encourages our employees to show up authentically, reach their highest potential, and have an equal opportunity to thrive. We are committed to systematically evaluating and improving our inherent beliefs, observed behaviors, structures, and systems. We are committed to ensuring that every employee, candidate, client, and family we serve is valued and respected. 

About Brightline

Brightline is on a mission to build a bright future for every child. We’re convening a team of leading clinicians, technologists, business leaders, and creative thinkers to completely transform what behavioral health care looks like. Together, we’re building exceptional technology and real-world care to bring families a warm, supportive, and goal-oriented experience of care that will help them thrive. 

Founded in 2019, Brightline is the leading comprehensive behavioral health platform for families, backed by $215M in funding from leading investors, including Oak HC/FT and Threshold Ventures. As we grow quickly across the country, we’re looking for exceptional team members who, like us, are eager to transform behavioral health in this country and change lives.