Experienced Customer Success Manager – Telehealth & Digital Health Partnerships – Remote (US)
About brighthush
brighthush is a trailblazing digital health platform that empowers specialty care providers to deliver high‑quality, personalized telehealth services at scale. By integrating cutting‑edge technology with evidence‑based clinical workflows, we enable partners in men’s and women’s health, dermatology, endocrinology, and weight management to reach patients wherever they are. Our mission is simple: make specialty care more accessible, efficient, and impactful for both clinicians and patients.
Founded on a foundation of innovation, collaboration, and a deep commitment to patient outcomes, brighthush has rapidly grown into a trusted partner for forward‑thinking health organizations. We’re not just a technology provider; we’re a strategic ally that helps our partners navigate the complexities of digital transformation, regulatory compliance, and revenue optimization.
Why Join brighthush?
At brighthush, you’ll be part of a dynamic, purpose‑driven team that is reshaping the future of healthcare. Our culture is built on:
- Impact‑oriented work: Every day you’ll help partners launch new services, improve patient engagement, and drive measurable health outcomes.
- Continuous learning: We invest heavily in professional development, offering mentorship, certifications, and access to industry conferences.
- Inclusive environment: Diversity, equity, and inclusion are core to our values. We celebrate different perspectives and foster a culture where everyone can thrive.
- Flexibility: As a fully remote organization, we trust you to manage your own schedule while collaborating asynchronously and synchronously with a global team.
- Competitive rewards: We offer a comprehensive benefits package, performance‑based bonuses, and a 401(k) plan with company match.
Role Overview
The Customer Success Manager (CSM) at brighthush is the linchpin of our partner journey. From the moment a new partner signs on, the CSM guides them through a seamless onboarding experience, ensures a smooth go‑live, and continues to nurture the relationship to foster long‑term retention and expansion.
Reporting to the Director of Partner Success, this role is fully remote (US) and requires a flexible schedule to accommodate partners across multiple time zones. You’ll be the trusted advisor, project manager, and advocate for our partners, ensuring they extract maximum value from our platform.
Key Responsibilities
- End‑to‑End Onboarding Leadership: Own the full onboarding journey—kick‑off, configuration, testing, training, and go‑live. Create detailed project plans, set clear milestones, and communicate progress to partners and internal stakeholders.
- Risk Management & Escalation: Proactively identify potential roadblocks, troubleshoot issues, and coordinate cross‑functional teams (CS, clinical, product, technical) to keep projects on track.
- Partner Voice & Advocacy: Act as the internal champion for partner needs. Capture feedback, highlight successes, and influence product enhancements that align with partner goals.
- Health & Satisfaction Metrics: Monitor and report on key success metrics—NPS, CSAT, churn, activation rates—and use data to drive continuous improvement.
- Ongoing Support & Education: Deliver post‑launch training, best‑practice workshops, and ongoing support to ensure partners fully adopt and optimize our platform.
- Strategic Advisory: Provide market insights, industry trends, and strategic recommendations that help partners scale their telehealth capabilities.
- Documentation & Process Excellence: Maintain accurate, up‑to‑date records in HubSpot, Asana, and other tools. Contribute to the creation of playbooks, SOPs, and knowledge base articles.
- Collaboration & Continuous Improvement: Work Apply for this job