Customer Success Lead – Enterprise Healthcare Technology Partnerships, Retention Strategy & Scalable Operations

About brighthush

At brighthush, we are on a mission to transform the way healthcare organizations manage compliance, operational workflows, and patient‑centric outcomes through cutting‑edge technology. As a rapidly scaling, venture‑backed health‑tech company, we combine deep industry expertise with innovative software platforms that empower hospitals, clinics, and health systems to stay ahead of regulatory demands while driving efficiency and quality of care. Our culture is built on collaboration, relentless curiosity, and a shared commitment to making a measurable impact on the health of communities worldwide.

Why This Role Matters

Our customers are the lifeblood of brighthush. They rely on us to navigate complex compliance landscapes, streamline day‑to‑day operations, and unlock new avenues for growth. As the Customer Success Lead, you will be the strategic champion for our most valuable enterprise accounts, ensuring they achieve their desired outcomes, remain loyal, and expand their partnership with us. This is a hands‑on leadership position that blends high‑level strategic thinking with day‑to‑day execution, perfect for a seasoned professional who thrives in fast‑moving, high‑growth environments.

Key Responsibilities

• Strategic Account Ownership: Serve as the primary executive sponsor for a portfolio of enterprise healthcare clients, cultivating deep, trust‑based relationships that span C‑suite stakeholders to operational teams.
• Revenue Expansion: Identify, qualify, and close upsell and cross‑sell opportunities that align with client goals, contributing directly to account expansion and overall company revenue targets.
• End‑to‑End Onboarding: Lead the full lifecycle of customer onboarding—from discovery and scoping, through implementation planning, configuration, training, and go‑live—ensuring a seamless transition from sales to success.
• Escalation Management: Act as the escalation point for critical issues, conduct root‑cause analyses, and coordinate rapid, cross‑functional resolutions with Product, Engineering, Support, and Operations.
• Process Architecture: Design, document, and institutionalize scalable customer success processes, playbooks, onboarding workflows, health‑score models, and reporting dashboards that can be replicated across the organization.
• Data‑Driven Insight: Leverage usage analytics, health metrics, and NPS data to proactively surface risk, recommend corrective actions, and continuously improve service delivery.
• Performance Management: Establish clear success metrics, team incentives, and operating procedures that align with corporate objectives and drive a culture of accountability.
• Strategic Partnership with Leadership: Collaborate closely with the CEO, CRO, and Product leaders to evolve the customer success strategy as product portfolios expand and market dynamics shift.
• Cross‑Functional Collaboration: Partner with Customer Support, Operations, Product Management, and Marketing to create a unified, customer‑centric experience that maximizes value and satisfaction.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer advisory boards, positioning the company as a trusted advisor in healthcare compliance and operations.

Essential Qualifications

• 7–10+ years of progressive experience in Customer Success, Account Management, or a closely related client‑facing role within enterprise‑level SaaS environments.
• Demonstrated track record of owning strategic accounts, driving high retention rates, and delivering measurable account expansion.
• Hands‑on experience leading complex software implementations from requirements gathering through successful go‑live, preferably in regulated industries.
• Proven ability to manage high‑severity escalations, conduct root‑cause analysis, and orchestrate cross‑functional solutions that restore confidence and improve outcomes.
• Expertise in building repeatable, scalable processes, playbooks, and performance measurement systems that support rapid growth.
• Background in early‑stage or high‑growth startup environments, with a comfort for ambiguity and a bias toward action.
• Strong analytical mindset with proficiency in using data to identify trends, forecast renewal risk, and recommend strategic improvements.
• Exceptional communication, stakeholder management, and negotiation skills, capable of influencing senior executives and internal teams alike.
• Self‑starter attitude with the ability to work independently, prioritize competing demands, and balance strategic planning with hands‑on execution.
• University degree (BA/BS or equivalent) required.
• Ability to work remotely while maintaining core business hours aligned with Eastern Time (ET) zones.

Preferred Qualifications

• Direct experience in healthcare technology, compliance solutions, or healthcare operations, providing insight into industry‑specific challenges.
• Previous leadership of a Customer Success team, including hiring, coaching, and performance management.
• Experience managing enterprise‑level customers with multi‑site, multi‑department implementations.
• Familiarity with key customer success metrics such as Net Promoter Score (NPS), Customer Health Score, renewal forecasting, and expansion pipelines.
• Track record of improving processes in rapidly scaling organizations where formal systems were initially limited or non‑existent.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture, align customer outcomes with business objectives, and craft long‑term success plans.
• Operational Excellence: Detail‑oriented execution of onboarding, training, and support processes that deliver consistent results.
• Analytical Acumen: Proficiency with CRM (e.g., Salesforce), CS platforms (e.g., Gainsight, Totango), and data visualization tools to drive insight‑based decisions.
• Relationship Building: Empathetic listening, persuasive communication, and the capacity to build trust with senior healthcare leaders.
• Problem Solving: Creative, data‑driven approach to diagnosing issues and delivering sustainable solutions.
• Change Management: Comfort guiding customers through transformation initiatives and internal organizational change.
• Leadership Presence: Ability to inspire, mentor, and influence cross‑functional teams without direct authority.

Compensation, Perks & Benefits

Base Salary: $120,000 – $200,000 annually, commensurate with experience and expertise.

On‑Target Earnings (OTE): $150,000 – $250,000, reflecting performance‑based bonuses tied to retention, expansion, and customer health metrics.

Equity Participation: Competitive stock option grant, aligning your success with the long‑term growth of brighthush.

Remote Flexibility: Full‑time remote work with a flexible schedule, provided core hours overlap with Eastern Time business operations.

Benefits Package: Comprehensive health, dental, and vision coverage; 401(k) with company match; generous paid time off; parental leave; professional development stipend; and wellness programs.

Work Environment & Culture at brighthush

We believe that great ideas flourish in an environment where people feel valued, heard, and empowered. At brighthush, you will join a diverse, inclusive team that celebrates curiosity and continuous learning. Our remote‑first culture is supported by regular virtual town halls, cross‑functional hack weeks, and mentorship circles that keep everyone connected to the company mission. We champion transparency, encourage data‑driven decision making, and reward initiative. Whether you’re collaborating on a product roadmap or celebrating a client win, you’ll experience a supportive atmosphere that balances high performance with genuine well‑being.

Career Growth & Learning Opportunities

As the Customer Success Lead, you will be positioned to shape the future of brighthush’s client experience. Success in this role opens pathways to senior leadership positions such as Director of Customer Success, VP of Customer Experience, or even General Manager of a regional business unit. We invest heavily in professional development—offering access to industry conferences, certification programs (e.g., Customer Success Management, Healthcare Compliance), and internal leadership workshops. Your growth is directly tied to the impact you create for our customers and the organization.

How to Apply

If you are a strategic, data‑savvy leader with a passion for healthcare technology and a proven ability to turn complex challenges into lasting customer value, we want to hear from you. Join brighthush and be a catalyst for change in an industry that touches every life.