A bit about this role:The Principal Customer Success Manager is the most senior individual - contributor role within Brightside’s Customer Success organization. This role owns one of Brightside’s largest and most complex employer partnerships and is accountable for driving long-term strategy, engagement, retention, and growth.This leader operates as a strategic partner and advocate - representing Brightside’s value, innovation, and point of view externally, while translating customer needs, insights, and opportunities into internal action across Product, Marketing, Technology, Sales, and Operations. Success in this role requires a consultative mindset, creativity, executive presence, and the ability to navigate ambiguity while delivering measurable outcomes.This is not a traditional CSM role. It is a strategic account leadership position designed for someone who thrives at the intersection of relationship management, data-driven engagement strategy, and creative problem-solving. This role has an outsized impact - on Brightside’s growth, on our most strategic customer partnerships, and on the financial well-being of thousands of employees. The Principal Customer Success Manager sets the standard for how Brightside shows up as a trusted, indispensable partner.The meaningful work you will tackle:Serve as the single-threaded owner for a major, enterprise customer relationshipDevelop and execute a multi-year account strategy that drives employee engagement, ROI, retention, and expansionBuild and sustain trusted relationships across all levels of a large organization, including senior and executive stakeholdersAct as a strategic advisor, challenging customer thinking and influencing decisions through insights, storytelling, and dataProactively manage and improve customer health, ensuring Brightside meets or exceeds engagement goals and contractual commitmentsLead renewal and expansion efforts, grounded in data and demonstrated value and outcomesTranslate customer feedback into clear, actionable insights that shape Brightside’s product roadmap, services, and go-to-market strategyIdentify and deliver creative, consultative solutions to complex workforce financial health challengesServe as a subject matter expert on Brightside’s platform, services, and best practicesNavigate the complexity of large, multi-stakeholder accounts across different stages of maturity and adoptionHelp define and evolve Customer Success strategy, playbooks, and standards across the organizationMentor and influence other Customer Success leaders, setting the bar for strategic account excellenceWhat we’re looking for in your background & what makes you a success:Sustained employee engagement and adoptionClear articulation of business impact and ROIStrong executive sponsorship and trustHigh retention and meaningful account growthInternal teams aligned around customer priorities and insights8+ years of experience owning complex, enterprise customer relationships (financial services, healthcare, benefits, or consulting preferred)Proven success managing large, high-stakes accounts with executive stakeholdersTrack record of leading renewals, driving expansion, and introducing innovation through value-based strategyStrong executive presence with the ability to influence HR, Finance, Benefits, and C-suite leadersComfort operating in ambiguity with the ability to create clarity, structure, and momentumHighly consultative, data-informed, and outcomes-oriented approachStrong internal collaborator who builds credibility across Product, Sales, Technology, and OperationsDeep commitment to acting in the best interest of the customer while advancing Brightside’s mission and growthWhy Brightside: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.
