Dynamic Customer Success Manager – Small Group Healthcare Practice Growth & AI‑Driven Engagement Specialist

About brighthush

At brighthush, we’re redefining the way small and mid‑tier healthcare practices harness technology to deliver better patient outcomes. Our AI‑powered SaaS platform empowers clinicians, administrators, and support staff to streamline revenue cycle management, optimize workflows, and elevate patient engagement—all while keeping costs low and efficiency high. As a rapidly growing player in the digital health space, brighthush is committed to fostering a culture of innovation, collaboration, and continuous learning. We believe that every team member has the potential to shape the future of healthcare, and we’re looking for passionate, customer‑centric professionals to join us on this journey.

Why This Role Matters

In the fast‑evolving healthcare landscape, small and mid‑tier practices face unique challenges: limited resources, complex regulatory requirements, and a growing demand for data‑driven decision making. As a Customer Success Manager – Small Group, you will be the linchpin that connects our cutting‑edge technology to the day‑to‑day realities of these practices. Your work will directly influence patient care quality, practice profitability, and the overall health ecosystem.

Key Responsibilities

• Scaled Engagement & Product Adoption: Design, execute, and refine multi‑channel campaigns that drive feature adoption, user engagement, and overall satisfaction across a portfolio of 300–500 small‑group accounts.
• Proactive Risk & Opportunity Management: Leverage AI‑generated health dashboards to identify at‑risk accounts, surface upsell and cross‑sell opportunities, and intervene before churn occurs.
• Inquiry Management: Serve as the primary point of contact for all customer inquiries, ensuring rapid response times for basic questions and seamless escalation for complex issues.
• Growth Pipeline Management: Build and maintain a robust pipeline of expansion opportunities, using data‑driven insights to prioritize high‑value prospects and champion new feature adoption.
• Renewal Management: Own the end‑to‑end renewal process, collaborating with sales and finance to secure contract renewals and maintain a high retention rate.
• Technology & Tool Proficiency: Master CRM systems (Salesforce, HubSpot), campaign platforms, and AI engagement tools to streamline workflows and maximize team efficiency.
• Data‑Driven Insights: Track and analyze key metrics—Retention %, Expansion %, Adoption %, and proactive touch %—to continuously improve campaign effectiveness and customer outcomes.
• Book of Business Management: Manage a portfolio generating $4M–$6M ARR, ensuring accurate forecasting, reporting, and strategic account planning.

Essential Qualifications

• Minimum 2 years of experience in Customer Success, Customer‑Facing Sales, or a related role within healthcare SaaS or RCM platforms.
• Deep interest in digital health, healthcare operations, and the evolving role of technology in patient care.
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable insights for non‑technical stakeholders.
• Strong adaptability, coachability, and a genuine empathy for the challenges faced by small‑group practices.
• Proficiency with CRM tools (Salesforce, HubSpot) and campaign platforms; a willingness to dive into new AI‑driven engagement tools.
• Experience promoting new features, upgrades, or adoption messages through digital nudges and targeted outreach.
• Track record of meeting or exceeding quota attainment in a fast‑paced, data‑driven environment.

Preferred Qualifications

• Exposure to healthcare workflows, patient or provider engagement, or experience with Electronic Health Record (EHR) systems.
• Background in revenue cycle management or a related healthcare operations discipline.
• Experience working with AI platforms for lifecycle engagement and predictive analytics.
• Demonstrated ability to build and nurture long‑term relationships with C‑suite executives and practice leaders.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day tasks.
• Analytical Acumen: Comfortable working with data, interpreting dashboards, and deriving actionable insights.
• Customer‑First Mindset: Passion for helping customers achieve their goals and a relentless drive to exceed expectations.
• Collaboration: Proven track record of working cross‑functionally with Sales, Product, Marketing, and Support teams.
• Project Management: Strong organizational skills, with the ability to juggle multiple priorities and deliver on deadlines.
• Tech Savvy: Quick learner who thrives with new tools and technologies.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Success Manager, you will:

• Progress into senior Customer Success leadership roles, such as Director of Customer Success or VP of Customer Experience.
• Gain exposure to product strategy, data science, and AI research teams, broadening your skill set beyond traditional CS.
• Participate in continuous learning programs, including certifications in Salesforce, HubSpot, and AI‑driven analytics.
• Attend industry conferences, webinars, and roundtables to stay ahead of healthcare technology trends.
• Contribute to internal knowledge bases, mentorship programs, and community initiatives that shape brighthush’s culture.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and empowerment. Our culture is defined by:

• Inclusive Diversity: We celebrate diverse backgrounds, perspectives, and experiences, fostering an environment where every voice is heard.
• Remote‑First Flexibility: Work from anywhere while staying connected through weekly virtual huddles, quarterly all‑hands meetings, and spontaneous “coffee chats.”
• Innovation Labs: Dedicated time each month for employees to experiment with new ideas, hackathons, and product prototypes.
• Well‑Being Focus: Comprehensive health benefits, mental‑health resources, and a generous paid‑time‑off policy.
• Community Impact: Partnerships with local clinics and health initiatives that allow employees to give back and make a tangible difference.

Compensation, Perks, and Benefits

We offer a competitive base salary range of $80,000–$105,000 USD, complemented by variable compensation tied to performance metrics such as retention, expansion, and proactive engagement. In addition, you’ll enjoy:

• Health, dental, and vision insurance plans.
• 401(k) matching program.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan (ESPP) and equity opportunities.
• Wellness programs, including on‑site fitness classes and mental health support.

How to Apply

If you’re ready to make a measurable impact on the success of small and mid‑tier healthcare practices, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

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brighthush is an Equal Opportunity Employer

brighthush welcomes individuals from all backgrounds and walks of life. We are proud to be an Equal Opportunity Employer and are dedicated to creating and maintaining a diverse and inclusive work environment. We firmly believe that a strong culture that supports a diverse workforce allows us to achieve our mission of helping independent primary care thrive.