Associate Director of Customer Success – Remote Leadership for Home Sleep Apnea Solutions & Clinical Program Management

About brighthush – Pioneering Health‑Tech Innovation

At brighthush we are driven by a singular purpose: to improve patient outcomes and save lives through breakthrough medical‑technology solutions. Our portfolio spans cutting‑edge devices, intelligent software platforms, and comprehensive services that empower clinicians worldwide to diagnose and treat serious cardiopulmonary and respiratory conditions with confidence.

One of our flagship offerings is the WatchPAT®️ family – an FDA‑cleared, portable home sleep apnea test that leverages proprietary signal‑analysis algorithms to deliver accurate, clinician‑grade results outside the traditional sleep lab. With a presence in the United States, Japan, Europe, and many other markets, WatchPAT®️ is the market‑leading home sleep apnea test in the U.S., helping close the gap for the 80 % of patients who remain undiagnosed.

Headquartered in Israel with a U.S. hub in Atlanta, GA, brighthush operates in more than 140 countries, fostering a culture of innovation, entrepreneurship, and relentless focus on the patient. We invite you to join a team that is reshaping the future of respiratory health.

Position Overview – Associate Director, Customer Success (Remote)

The Associate Director, Customer Success will be the strategic champion for post‑sale experiences across the WatchPAT program and Integrated Diagnostic Testing Facility (IDTF) workflows. Reporting to the Vice President of Strategic Programs, this individual‑contributor leadership role thrives in a highly matrixed environment, influencing cross‑functional teams without direct reports. You will partner with Sales, Operations, Digital Health, Area Business Directors, regional field teams, and internal support functions to ensure seamless onboarding, rapid adoption, sustained utilization, and long‑term account success.

Key Responsibilities

• Customer Success Ownership: Drive onboarding quality, adoption, utilization, optimization, and ongoing value realization across all assigned business areas.
• Subject‑Matter Expertise: Serve as the go‑to authority for WatchPAT program implementation and IDTF‑related workflows, guiding both customers and internal teams on best practices.
• Strategic Partnership: Collaborate closely with Area Business Directors, Sales, and Clinical Sales Specialists to align field execution with customer priorities and implementation success.
• Onboarding & Change Management: Lead comprehensive training, change‑management initiatives, and deployment support for hospitals, health systems, and physician‑office settings.
• Workflow Analysis: Assess customer requirements, business processes, and operational barriers; translate insights into tailored implementation plans and scalable success strategies.
• Utilization & Retention Growth: Proactively engage customers through education, regular account reviews, and coordinated action plans designed to boost performance and reduce churn.
• Health Monitoring & Risk Management: Track customer health metrics, implementation progress, and regional trends; identify early‑stage risks and lead cross‑functional resolution of escalations.
• Process Improvement Collaboration: Work with Operations, Sales, Digital Health, and external vendors to eliminate friction points and elevate the overall customer experience.
• Playbook & Tool Development: Create, refine, and disseminate playbooks, training materials, and best‑practice guides that enhance consistency, scalability, and speed of execution throughout the customer lifecycle.
• Voice of the Customer: Capture feedback and performance insights to inform continuous‑improvement initiatives, internal prioritization, and strategic program direction.
• Strategic Projects: Lead internal initiatives that improve customer outcomes, operational performance, and cross‑functional alignment.

Essential Qualifications

• Bachelor’s degree (healthcare administration, business, life sciences, or related field preferred).
• 7+ years of experience in customer success, implementation, account management, program management, clinical program leadership, or healthcare operations.
• Demonstrated success working with hospitals, health systems, physician offices, IDTFs, or similarly complex healthcare environments.
• Clinical credentials (RN, NP, PT) or substantial clinical/operational healthcare experience.
• Background in cardiology, sleep diagnostics, digital health, medical devices, or related clinically‑oriented solutions.
• Proven ability to design and deliver customer training via in‑person, virtual, or web‑based instructional methods.

Preferred Qualifications & Additional Experience

• Advanced degree (MBA, MPH, or related graduate studies).
• Experience leading large‑scale, multi‑stakeholder implementations in a matrixed organization.
• Track record of influencing senior executives and cross‑functional teams without direct authority.
• Familiarity with regulatory and compliance considerations specific to medical devices and diagnostic testing.

Core Skills & Competencies

• Executive Communication: Exceptional presentation and relationship‑management abilities; comfortable engaging C‑suite and clinical leaders.
• Strategic Thinking: Ability to translate complex customer needs and operational realities into actionable, business‑focused plans.
• Analytical Acumen: Strong data‑driven mindset; proficient in interpreting utilization metrics, health scores, and performance trends.
• Project Management: Expert in planning, executing, and delivering multi‑phase projects on time and within scope.
• Influence & Collaboration: Proven skill in leading through influence, building consensus, and navigating ambiguous environments.
• Technical Proficiency: Advanced user of Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with CRM/CS platforms.
• Customer‑First Mindset: Passion for delivering measurable value and continuous improvement for both customers and internal stakeholders.

Travel & Physical Demands

This role requires up to 60 % travel, including overnight stays, to meet with customers, field teams, and regional partners. Physical demands are typical for a remote professional role with occasional standing, walking, and repetitive motions during on‑site visits.

Compensation, Perks & Benefits

Base Salary: $150,000 – $160,000 annually, commensurate with experience, location, and qualifications.

Variable Compensation: Eligibility for an annual performance‑based bonus aligned with brighthush’s bonus plan.

Benefits Package: Comprehensive health, dental, vision, life, and disability coverage; 401(k) with company match; generous paid time off; parental leave; tuition reimbursement; and wellness programs. Detailed information is available on brighthush’s benefits portal.

All compensation complies with applicable federal, state, and local wage laws, including minimum‑wage requirements based on the employee’s primary work location.

Career Growth & Learning Opportunities

• Direct exposure to senior leadership and strategic decision‑making within a fast‑growing global health‑tech organization.
• Opportunities to shape the future of home‑based sleep diagnostics and influence product roadmaps.
• Access to continuous learning resources, certifications, and cross‑functional projects that broaden expertise in digital health, clinical operations, and customer experience.
• Potential pathways to senior director or VP‑level roles as the Customer Success organization expands.

Culture & Work Environment at brighthush

At brighthush, we celebrate an entrepreneurial spirit, self‑motivation, and a relentless drive to innovate. Our remote‑first policy empowers team members to work from anywhere while staying tightly connected through collaborative tools, regular virtual town halls, and occasional in‑person meet‑ups. We value diversity, inclusion, and the unique perspectives each individual brings to the table, fostering an environment where every voice is heard and every idea can spark change.

Our employees are united by a shared mission: to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions. Whether you are troubleshooting a complex implementation or celebrating a customer’s first successful diagnosis, you will see the tangible impact of your work on real lives.

Why Join brighthush?

If you are a strategic, customer‑obsessed leader who thrives in a matrixed, fast‑paced environment, this is your chance to make a lasting difference. You will partner with world‑class clinicians, drive adoption of life‑changing technology, and help brighthush cement its position as the global leader in home sleep apnea testing.

Ready to shape the future of respiratory health? Apply today and become a catalyst for better patient outcomes worldwide.

Application

Applications will be reviewed on an ongoing basis until the position is filled. .