Customer Success Advisor – US Remote – Healthcare SaaS – Lightning Bolt Scheduling Specialist

About brighthush

brighthush is a trailblazer in the health‑IT ecosystem, redefining how clinicians communicate, schedule, and collaborate. Since its inception in 1997, brighthush has grown from a niche provider of clinical communication tools to a global leader serving over 30,000 customers—including private practices, hospitals, and health systems—across more than 100 countries. With a robust portfolio of cloud‑based solutions that streamline physician scheduling, automate paging, and enable real‑time messaging, brighthush empowers healthcare teams to deliver faster, safer, and more patient‑centric care.

Our mission is simple yet powerful: accelerate speed to care by ensuring the right information reaches the right clinician at the right moment. By marrying cutting‑edge technology—such as AI‑driven routing, predictive analytics, and intuitive scheduling workflows—with deep clinical expertise, we help our customers reduce provider burnout, improve operational efficiency, and elevate patient outcomes.

Industry leaders and analysts consistently recognize brighthush’s impact. In 2026, we were named the highest in execution and furthest in vision in Gartner’s Magic Quadrant for Clinical Communication and Collaboration. We also earned two Best in KLAS awards that same year, bringing our total to 11 Best in KLAS accolades over the past nine years. These honors underscore our commitment to innovation, customer success, and relentless pursuit of excellence.

Role Overview

The Customer Success Advisor (CSA) is the linchpin of our customer experience engine. Based in the United States and operating remotely, the CSA manages a portfolio of brighthush customers, focusing on our flagship Lightning Bolt Scheduling solution. The CSA builds deep, trusted relationships with stakeholders—from executive sponsors to frontline administrators—ensuring they extract maximum value from our platform and achieve their strategic goals.

In this role, you will collaborate closely with cross‑functional teams—Product, Engineering, Sales, and Support—to resolve issues, drive adoption, and identify upsell opportunities. Your proactive, consultative approach will translate complex customer challenges into actionable insights, fostering loyalty and driving revenue growth.

Key Responsibilities

• Customer Advocacy – Champion the voice of the customer within brighthush, translating user needs into product enhancements and service improvements.
• Relationship Building – Cultivate day‑to‑day connections with key stakeholders, including executive sponsors, department heads, and practice administrators.
• Partner with customers to maximize Lightning Bolt Scheduling adoption, ensuring they realize tangible business outcomes such as reduced no‑shows, optimized shift coverage, and improved clinician satisfaction.
• Develop deep expertise in scheduling workflows, clinical operations, and how Lightning Bolt Scheduling can transform those processes.
• Leverage Salesforce, Zendesk, Pendo, and Looker to monitor utilization, adoption trends, support tickets, and account health; proactively identify risks and recommend corrective actions.
• Lead process improvement initiatives that deliver measurable value, such as workflow redesign, automation pilots, and training programs.
• Own and resolve escalated service issues, coordinating with internal teams to ensure timely, effective resolutions.
• Collaborate with Account Executives and Technical Consultants to create and execute comprehensive customer account plans.
• Support renewal readiness and account health by coordinating with Account Executives or Senior Contract Specialists; for select lower‑tier accounts, manage renewal paperwork and Salesforce opportunity updates.
• Drive retention and win‑back efforts, keeping renewal risks visible and orchestrating next steps based on account tier and customer needs.
• Utilize virtual engagement, scalable outreach, and in‑app messaging to keep lower‑ARR accounts informed, engaged, and connected to product value.
• Coordinate with internal teams across brighthush to ensure customer‑facing work progresses smoothly and commitments are met.
• Maintain accurate, up‑to‑date customer documentation, meeting notes, and key account intelligence in Salesforce and Confluence.
• Travel to client sites as needed to support onboarding, training, adoption, and optimization initiatives.

Success Factors

• Strong technical aptitude and the ability to apply Lightning Bolt Scheduling to solve complex customer challenges.
• A proactive, ownership‑driven mindset with the ability to anticipate customer needs and act decisively.
• A consultative approach to customer engagement, focused on guiding customers toward best‑practice solutions.
• Ability to manage multiple priorities effectively in high‑pressure environments.
• Proven ability to build and sustain strong professional relationships.
• Strong critical‑thinking and problem‑solving skills.
• Excellent written, verbal, and documentation skills.
• Commercial judgment to recognize renewal risk, support tier‑appropriate renewal activity, connect customer needs to growth opportunities, and partner effectively with Account Executives or Senior Contract Specialists.
• Customer‑focused ownership, follow‑through, and professionalism when supporting complex or sensitive account needs.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, Professional Services, or a related customer‑facing role.
• 2+ years of experience supporting SaaS products; healthcare software experience strongly preferred.
• Experience with scheduling workflows, clinical operations, or healthcare operations preferred.
• Experience using CRM, support ticketing, analytics, or customer engagement tools such as Salesforce, Zendesk, Looker, Pendo, or similar platforms preferred.
• Excellent verbal and written communication skills.
• Availability to travel up to 25% of the time.

Preferred Qualifications

• Background in healthcare operations, physician scheduling, or clinical informatics.
• Experience with AI‑driven workflow optimization or predictive analytics in a SaaS context.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to large enterprise implementations and multi‑site deployments.
• Proficiency in data visualization tools and the ability to translate metrics into actionable insights.

Skills & Competencies

• Strategic thinking and the ability to translate customer goals into actionable plans.
• Exceptional communication and presentation skills, with the ability to influence stakeholders at all levels.
• Strong analytical mindset, comfortable working with data to uncover trends and drive decisions.
• Project management skills, including the ability to juggle multiple initiatives and deliver on deadlines.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Customer‑centric mindset, with a passion for delivering outstanding service and measurable impact.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a culture of continuous learning and advancement. As a CSA, you will:

• Gain exposure to cutting‑edge technology, including AI, machine learning, and advanced analytics.
• Collaborate with product leaders to shape the roadmap and influence future features.
• Participate in mentorship programs, leadership workshops, and cross‑functional projects.
• Progress into senior Customer Success roles, Customer Success Leadership, or specialized product management tracks.
• Earn certifications in SaaS customer success, healthcare informatics, or project management.

Work Environment & Culture at brighthush

brighthush thrives on a remote‑first culture that values flexibility, transparency, and collaboration. Our team members enjoy:

• Fully remote work with flexible hours to support work‑life balance.
• Regular virtual town halls, hackathons, and innovation challenges.
• Access to a global network of peers, mentors, and industry experts.
• A culture of psychological safety where ideas are welcomed and experimentation is encouraged.
• Commitment to diversity, equity, and inclusion, with initiatives that celebrate varied perspectives.

Compensation & Benefits

We offer a competitive total‑compensation package that reflects your experience, skills, and the value you bring to brighthush. The base salary range for this role starts at $70,000 USD, with additional incentives tied to performance and company goals. We also provide:

• Health, Dental, Vision, Life, and Disability insurance options available from day one.
• 401(k) plan with company match and immediate vesting.
• 17 company holidays, 2 floating holidays, and a generous paid time‑off policy.
• Remote‑first work environment with the flexibility to work from anywhere.
• Professional development budget, including conferences, courses, and certifications.
• Wellness programs, mental‑health resources, and employee assistance programs.
• Internal advancement opportunities and a clear career ladder.

Why Join brighthush?

By joining brighthush, you become part of a mission‑driven team that is reshaping the future of healthcare communication. You’ll work alongside brilliant engineers, product visionaries, and clinical experts who are passionate about improving patient care. Our culture rewards curiosity, celebrates success, and encourages you to take ownership of your growth.

We believe in transparency, fairness, and continuous improvement—values that are reflected in our compensation practices, career development pathways, and inclusive workplace culture. Whether you’re a seasoned customer success professional or an emerging talent, brighthush offers the resources, mentorship, and opportunities to thrive.

How to Apply

If you’re ready to make a tangible impact on the healthcare industry, we’d love to hear from you. Submit your application through our careers portal or click the link below to explore this exciting opportunity.