Customer Success Manager – Strategic Enterprise & Quality Improvement Lead – brighthush – Driving Outcomes in Digital Health Innovation

About brighthush

brighthush is a trailblazing digital health ecosystem that unites cutting‑edge technology, data science, and patient‑centric care to transform the way people experience health. By integrating diagnostics, pharmacy, and care coordination into a single, seamless platform, we empower millions of patients, health plans, employers, and life‑science partners to achieve better outcomes, higher value, and unprecedented convenience. Our mission is simple: put patients first, and let technology do the rest.

As a rapidly expanding organization, brighthush thrives on collaboration, innovation, and a relentless focus on quality. We are looking for a seasoned Customer Success Manager who can navigate complex enterprise relationships, champion quality improvement initiatives, and drive measurable impact across our portfolio of digital health solutions.

Why Join brighthush?

• Impact at Scale: Work with large health plans, employers, and life‑science partners to close care gaps and improve population health outcomes.
• Career Growth: Opportunities to lead cross‑functional teams, shape product roadmaps, and advance into senior leadership roles.
• Learning & Development: Access to industry conferences, internal knowledge hubs, and mentorship from seasoned experts.
• Culture of Innovation: A collaborative environment that rewards curiosity, experimentation, and data‑driven decision making.
• Competitive Compensation: Base salary, performance commission, and a comprehensive benefits package that supports your well‑being.

Key Responsibilities

Enterprise Account Management

• Serve as the primary executive liaison for our largest, most complex enterprise accounts, building trust with C‑suite leaders and ensuring alignment between product value and business objectives.
• Own the end‑to‑end customer lifecycle—from strategic onboarding to renewal—providing technical support, resolving escalations, and ensuring product functionality meets or exceeds specifications.
• Act as the voice of the customer by collaborating with Product, Engineering, and Operations to translate client feedback into actionable product enhancements.
• Identify and secure upsell and cross‑sell opportunities, driving revenue growth while maintaining high satisfaction and retention rates.
• Track, analyze, and report on key metrics such as recurring revenue, margin, and Net Promoter Score, proactively identifying risks and leading data‑backed escalation resolutions.

Quality Improvement Programs

• Lead cross‑functional initiatives focused on closing care gaps, boosting member engagement, and delivering measurable outcomes for health plan and employer clients.
• Develop, optimize, and execute gap‑closure plans that align with HEDIS, STAR, and other clinical quality measures.
• Establish annual quality improvement objectives and performance targets, ensuring alignment with corporate strategy.
• Design and implement member outreach campaigns (call center, SMS, digital, or mail‑based) that drive completion rates and improve health outcomes.
• Stand up repeatable playbooks for new quality measures as CMS/NCQA requirements evolve.

Program Operations & Process Improvement

• Optimize operational workflows to improve completion rates and efficiency for HEDIS and STAR initiatives.
• Identify technology enhancements and automation opportunities to streamline processes and reduce manual effort.
• Implement best practices and continuous improvement methodologies across all quality improvement programs.

Analytics & Reporting

• Build KPI dashboards and executive‑level reports that provide real‑time insights into program performance.
• Monitor performance trends, identify opportunities for improvement, and translate data into actionable recommendations.
• Present results and recommendations to senior client leadership, reinforcing brighthush’s value proposition.

Financial Management

• Develop business cases and ROI models for quality improvement initiatives.
• Manage program budgets, vendor relationships, and contract negotiations to ensure financial targets are met.

Required Experience & Qualifications

Minimum Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field.
• 5+ years of experience in Healthcare Operations or Customer Success, preferably within digital health or pharmacy.
• 3+ years leading HEDIS, STAR, population health, or quality improvement programs.
• Proven success managing complex healthcare client relationships, including C‑suite engagement.
• Deep understanding of NCQA and CMS quality measures.
• Strong technical aptitude for troubleshooting complex systems and applications.
• Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Strategic thinker with a customer‑centric mindset and a holistic view of program impact.
• Analytical mindset with proficiency in data analysis and problem‑solving.
• Experience leading cross‑functional teams in a matrixed environment.
• Ability to thrive in a fast‑paced, dynamic environment while managing multiple high‑priority accounts.

Preferred Qualifications

• Direct experience closing HEDIS or STAR care gaps at scale.
• Experience designing or running member outreach campaigns across multiple channels.
• Experience managing contract renewals, SLAs, or escalations with enterprise health plan or employer clients.
• Familiarity with quality measure lifecycle management (retirement, specification updates, new rollouts).
• Experience navigating both the clinical/quality side and the commercial/account side of a healthcare business.

Physical Requirements

The role requires extended periods at a computer terminal, frequent repetitive motions, and the ability to lift, carry, push, or pull light objects up to 20 pounds. Effective verbal communication, auditory discernment, and visual perception are essential for performing job functions.

Compensation & Benefits

Base salary range: $108,800 – $136,000, with commission eligibility. In addition to a competitive base, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision plans with multiple provider options.
• 401(k) retirement savings plan with employer match.
• Group life, AD&D, and disability insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Commuter benefits and paid time off (flexible vacation, paid sick leave, 10 paid holidays, floating holidays).
• Paid parental leave (8 weeks for eligible employees, additional weeks for birthing parents).
• Paid caregiver leave (4 weeks).
• Monthly Lifestyle Spending Account allowance.
• Additional supplemental insurance (spouse life, legal, employee assistance program).
• Home health testing kits and fertility medication discount program.

Location & Travel

This position is remote and open to candidates residing in the United States. Travel may be required for client visits, conferences, or internal meetings.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders across product, engineering, and operations.
• Paid attendance at industry conferences, workshops, and certifications.
• Internal knowledge hubs and cross‑departmental learning sessions.
• Clear career pathways to senior Customer Success, Product Management, or Executive roles.

Our Culture

brighthush is built on a foundation of transparency, collaboration, and a relentless focus on patient outcomes. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our teams work in a flexible, hybrid environment that supports work‑life balance while driving high performance.

How to Apply

Ready to make a tangible difference in the digital health space? Submit your application through our careers portal or click the link below. We look forward to learning how your expertise can help us elevate patient care and partner success.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic. If you require reasonable accommodation during the application or hiring process, please contact us at [email protected].