BrightSide

Principal Customer Success Manager

BrightSide

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Serve as the single-threaded owner for a major, enterprise customer relationship
  • Develop and execute a multi-year account strategy that drives employee engagement, ROI, retention, and expansion
  • Build and sustain trusted relationships across all levels of a large organization, including senior and executive stakeholders
  • Act as a strategic advisor, challenging customer thinking and influencing decisions through insights, storytelling, and data
  • Proactively manage and improve customer health, ensuring Brightside meets or exceeds engagement goals and contractual commitments
  • Lead renewal and expansion efforts, grounded in data and demonstrated value and outcomes
  • Translate customer feedback into clear, actionable insights that shape Brightside’s product roadmap, services, and go-to-market strategy
  • Identify and deliver creative, consultative solutions to complex workforce financial health challenges
  • Serve as a subject matter expert on Brightside’s platform, services, and best practices
  • Navigate the complexity of large, multi-stakeholder accounts across different stages of maturity and adoption
  • Help define and evolve Customer Success strategy, playbooks, and standards across the organization
  • Mentor and influence other Customer Success leaders, setting the bar for strategic account excellence

Requirements

  • 8+ years of experience owning complex, enterprise customer relationships (financial services, healthcare, benefits, or consulting preferred)
  • Proven success managing large, high-stakes accounts with executive stakeholders
  • Track record of leading renewals, driving expansion, and introducing innovation through value-based strategy
  • Strong executive presence with the ability to influence HR, Finance, Benefits, and C-suite leaders
  • Comfort operating in ambiguity with the ability to create clarity, structure, and momentum
  • Highly consultative, data-informed, and outcomes-oriented approach
  • Strong internal collaborator who builds credibility across Product, Sales, Technology, and Operations
  • Deep commitment to acting in the best interest of the customer while advancing Brightside’s mission and growth.
Benefits
  • For our clients - our mission is clear. To improve the financial health of working families. Brightside is an employee benefit with a brand new approach to personal finance. We offer unique solutions to help with anything related to finances, emotions and behaviors that can impact our clients. We take a holistic view to provide unbiased and confidential assistance through an unmatched blend of products, technology and true human care. Our goal is to make it easier for our clients to understand their options to obtain long-term financial health and gain peace of mind when it comes to financial matters.
  • For our employees - we believe in inspiring careers, a great life/work balance and meaningful work that truly makes a difference in the lives of working families. Your work will have direct impact on the lives of our clients. You will have the opportunity to see a growing start-up from the inside out and see how passionate our employees are about the work we do and the outcomes we are creating for others.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
strategic advisorinfluencing decisionsrelationship buildingmentoringconsultative approachdata-informedoutcomes-orientedexecutive presenceinternal collaborationnavigating ambiguity