Associate Director – Customer Optimization & Adoption – Leading Customer Success Transformation at brighthush
About brighthush
At brighthush, we’re redefining the future of healthcare by turning data into insight, insight into action, and action into better patient outcomes. Founded on a simple yet powerful belief: every person deserves a chance to live a healthy life, we have grown into a global leader in connected care solutions that empower clinicians, patients, and payers alike. Our mission is to Save and Sustain Lives through innovative technology, collaborative partnerships, and a relentless focus on customer success.
Our culture is built on courage, trust, and collaboration. We empower every team member to take ownership, challenge the status quo, and deliver measurable impact. Whether you’re working in product, engineering, sales, or support, you’ll find a community that values your voice, celebrates your wins, and supports your growth.
Role Overview
As the Associate Director, Customer Optimization & Adoption, you will spearhead the transformation of brighthush’s Customer Success organization. You will design and execute a world‑class operating model that drives product adoption, customer health, retention, and value realization across our connected care portfolio. This is a unique opportunity to shape a critical function at the intersection of customer experience, technology, healthcare operations, and commercial strategy.
This remote position is based in the United States and requires approximately 30% travel to customer sites and brighthush locations nationwide.
Key Responsibilities
- Lead & Develop a High‑Performing Team – Coach a multidisciplinary group of Customer Success Leaders and Connected System Application Engineers, fostering a culture of continuous improvement and customer focus.
- Transform the Operating Model – Redesign success planning, onboarding, adoption programs, health scoring, governance, and engagement standards to create a proactive, metrics‑driven organization.
- Strategic Segmentation & Capacity Planning – Build segmentation frameworks, account coverage models, and resource allocation strategies that align talent to customer complexity and strategic importance.
- Drive Adoption & Value – Own product adoption, customer health, value realization, retention, and Net Promoter Score (NPS) improvement across the portfolio.
- Executive Engagement – Establish executive‑level engagement practices, including business reviews, governance meetings, strategic planning discussions, and sponsorship programs.
- Collaborate Across Functions – Partner with Sales, Enterprise Accounts, Clinical Operations, Product, Engineering, Technical Support, and Implementation teams to deliver a seamless, coordinated customer experience.
- Analytics & Voice‑of‑Customer – Create reporting frameworks, analytics dashboards, and voice‑of‑customer processes that provide actionable insights and drive continuous improvement.
- Change Management & Process Design – Lead change initiatives, develop playbooks, and embed operational rigor to scale success across the organization.
Essential Qualifications
- Bachelor’s degree in Business, Healthcare, Information Technology, Engineering, or a related field.
- 8–10 years of experience in Customer Success, Customer Experience, Account Management, Professional Services, or a related customer‑facing function within the healthcare technology space.
- 3+ years of people leadership experience, with a proven track record of developing talent and building high‑performing teams.
- Demonstrated success in building, scaling, or transforming Customer Success organizations, operating models, or engagement programs.
- Expertise in customer health frameworks, success planning, product adoption, value realization, retention strategies, executive governance, and segmentation.
- Experience leading technical or multidisciplinary customer‑facing teams in a complex, matrixed environment.
- Excellent communication, executive presentation, relationship‑management, and cross‑functional influencing skills.
- Proficiency with Customer Success and CRM platforms such as Gainsight, Salesforce, or similar tools.
Preferred Qualifications
- Experience in the medical device or healthcare technology industry.
- Background in data analytics or data‑driven decision making.
- Knowledge of healthcare regulations and compliance frameworks.
- Experience with agile product development and cross‑functional product teams.
- Advanced proficiency in data visualization tools (e.g., Tableau, Power BI).
Skills & Competencies
- Strategic Vision – Ability to translate business goals into actionable customer success strategies.
- Operational Excellence – Mastery of process design, governance, and KPI development.
- Customer‑Centric Mindset – Deep empathy for customers and a passion for delivering measurable outcomes.
- Leadership & Coaching – Proven ability to inspire, mentor, and grow high‑performing teams.
- Data‑Driven Decision Making – Strong analytical skills and comfort with data‑rich environments.
- Change Management – Experience leading organizational change and embedding new ways of working.
- Collaboration & Influence – Skilled at building relationships across functional teams and influencing at all levels.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as the healthcare landscape. As Associate Director, you will:
- Lead cross‑functional initiatives that shape the future of connected care.
- Mentor and develop the next generation of Customer Success leaders.
- Participate in executive‑level strategy sessions and contribute to company‑wide decisions.
- Access continuous learning through internal training, industry conferences, and professional certifications.
- Benefit from a culture that rewards innovation, ownership, and impact.