About the company Recover is a Y Combinator-backed startup working to make mental health and addiction treatment more effective and accessible. Over 50 million Americans struggle with addiction, and less than 10% receive treatment. We work with governments to improve outcomes for people who need treatment and are working to make sure low-income Americans have access to best-in-class treatment. We use a harm reduction approach to treatment and are focused on serving marginalized and underserved communities. We are growing quickly, and looking for people to grow with us. Our team includes people from Yale Law, UCLA School of Medicine, Harvard Medical School, Columbia Engineering, and White House alums. The opportunity We’re seeking a full-time Customer Success Manager to join our growing Partnerships team. At Recover, the Partnerships team works closely with government and community organizations to connect clients to care and ensure partners receive timely updates on treatment progress. In this role, you’ll work closely with the Head of Partnerships to support Recover’s government and community partners. Together, you’ll work to incorporate partner feedback to improve processes and help Recover scale its impact and ability to connect more people to effective treatment.  Through outreach and engagement activities, you will help manage partners and referral sources to ensure referred clients are successfully connecting with our intake team and to treatment.  This role is ideal for someone who is organized, proactive, and comfortable coordinating across internal teams and external partners. If you're motivated by mission-driven work and ready to take ownership of complex tasks, we’d love to hear from you. Key responsibilities - Conduct consistent outreach to referral partners through email and phone, strengthening relationships and keeping Recover top-of-mind as a trusted treatment partner - Manage referral pipelines in our CRM, tracking outreach activity, partner engagement, and referral flow to ensure efficiency and accountability - Provide timely updates to referral partners to build trust and transparency - Maintain reporting calendars and coordinate with clinical and intake teams to deliver accurate, on-time reports - Identify gaps in referral relationships or communication, and work proactively with the Head of Partnerships to strengthen processes and outcomes

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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 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 Qualifications - 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 Requirements - Sustained employee engagement and adoption - Clear articulation of business impact and ROI - Strong executive sponsorship and trust - High retention and meaningful account growth - Internal teams aligned around customer priorities and insights

• Prepare a strategic monthly calendar tailored for Casino and Sports customers and use analytics to drive decisions • Prepare weekly analysis on the performance of campaigns and measure profitability • Analyze player behaviors and create segmentations and offers that align with playing style • Plan, execute, and optimize campaigns for player upselling, retention, and reactivation on a daily basis • Collaborate with content, design, and product teams to deliver engaging and relevant promotions • Manage communications across email, SMS, push notifications, and in-app messages • Identify key sports and casino events in the market and align with special promotions • Track, measure, and report on key performance metrics such as retention rate, reactivation rate, churn rates, and monthly pulsation flows • Deep into different metrics: ARPU (Average Revenue Per User), Campaign conversion rates (acceptance, usage, wagered %), communication metrics (Open Rate, Click-Through Rate, Conversion Rate, Delivery Rate) • Perform A/B testing and hypothesis to drive continuous improvements in CRM performance.

• Prepare a strategic monthly calendar tailored for Casino and Sports customers and use analytics to drive decisions; • Prepare weekly analysis on the performance of campaigns and measure profitability; • Analyze player behaviors and create segmentations and offers that align with playing style; • Plan, execute, and optimize campaigns for player upselling, retention, and reactivation on a daily basis; • Collaborate with content, design, and product teams to deliver engaging and relevant promotions; • Manage communications across email, SMS, push notifications, and in-app messages; • Identify key sports and casino events in the market and align with special promotions; • Track, measure, and report on key performance metrics such as retention rate, reactivation rate, churn rates, and monthly pulsation flows; • Deep into different metrics: ARPU (Average Revenue Per User), Campaign conversion rates (acceptance, usage, wagered %), communication metrics (Open Rate, Click-Through Rate, Conversion Rate, Delivery Rate); • Perform A/B testing and hypothesis to drive continuous improvements in CRM performance.