Remote Customer Success Advocate – SaaS Software & Practice Management – Drive Adoption, Retention, and Growth at brighthush

About brighthush and the Opportunity

brighthush is a trailblazing provider of cloud‑based practice management solutions that empower dental and oral health professionals worldwide. With a legacy that dates back to 1896, brighthush has evolved into a modern SaaS powerhouse, delivering intuitive imaging, CAD/CAM, and practice management tools that streamline workflows, enhance patient care, and drive profitability for clinics of all sizes. Our mission is to illuminate the path to digital transformation in dentistry, and we do so by combining cutting‑edge technology with a relentless focus on customer success.

We are currently looking for a Remote Customer Success Advocate to join our rapidly expanding Customer Success team. In this role, you will be the trusted partner for a portfolio of software customers, ensuring they achieve maximum value from brighthush’s platform, remain satisfied, and grow their investment over time. If you thrive in a fast‑paced, data‑driven environment and love turning customer challenges into opportunities for delight, we want to hear from you.

Key Responsibilities

As the primary point of contact for your assigned accounts, you will own the entire customer lifecycle from onboarding through renewal. Your day‑to‑day activities will include:

• Proactive Engagement: Execute a structured cadence of touchpoints—weekly check‑ins, quarterly business reviews (QBRs), and milestone celebrations—to keep customers informed, engaged, and aligned with their goals.
• Issue Resolution & Escalation: Resolve frontline issues within your scope quickly, and act as the single point of contact for complex cases that require coordination across support, engineering, and finance.
• Ticket Management: Triage, acknowledge, and close inbound support tickets within defined SLAs, ensuring transparent communication of timelines and outcomes.
• Risk Identification & Retention: Monitor health scores, usage metrics, and NPS/CSAT signals to flag at‑risk accounts. Execute the “save” playbook—triggered conversations, tailored talk tracks, and executive escalation—to prevent churn.
• Billing & Collections: Handle routine billing inquiries, collaborate with Finance on dispute resolution, and manage collections outreach for past‑due accounts to safeguard revenue.
• Product Adoption: Communicate release schedules, upgrade paths, and new feature benefits. Guide customers through smooth transitions, minimizing friction and maximizing ROI.
• Health Scoring & Prioritization: Maintain accurate, real‑time health scores for each account using product usage data, support activity, and satisfaction signals. Prioritize outreach based on these insights.
• Process Development: As a founding member of a new department, help shape the CS playbook—cadences, escalation protocols, health‑scoring criteria, and ticketing hygiene. Share feedback and best practices with leadership and peers.
• Expansion & Upsell: Identify upsell opportunities within your portfolio, flag them to Sales, and process routine license additions on behalf of customers.
• Insight Generation: Capture and synthesize customer feedback, support trends, and satisfaction signals. Deliver actionable insights to the Director of Customer Success to inform product, sales, and executive strategy.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Finance to ensure a seamless experience across renewals, expansions, escalations, and roadmap feedback loops.

Essential Qualifications

• Minimum 2 years of experience in customer success, account management, onboarding, or a related customer‑facing role.
• Strong familiarity with SaaS business models, subscription renewal cycles, and revenue recognition.
• Proven track record of taking full ownership of customer issues from start to finish, avoiding unnecessary hand‑offs.
• Ability to manage a high‑volume portfolio while maintaining quality, consistency, and a personal touch.
• Experience identifying at‑risk accounts and executing structured save playbooks.
• Excellent organizational skills—capable of juggling outreach, support tickets, billing questions, and renewals simultaneously.
• Exceptional written and verbal communication skills, with a knack for de‑escalating difficult conversations and building long‑term trust.
• Comfortable operating in a newly‑formed department where processes are still evolving.
• Willingness to help build and refine playbooks, workflows, and standards from the ground up.
• Preferred: Bachelor’s degree in Business, Communications, or a related field (or equivalent professional experience).

Preferred Qualifications & Technical Skills

• Experience in a SaaS or software company, ideally within the dental or healthcare IT space.
• Familiarity with CS platforms such as Gainsight, ChurnZero, or Totango.
• Working knowledge of CRM tools (Salesforce preferred) and ticketing systems (Zendesk, Jira Service Management).
• Experience in a regulated vertical SaaS environment (e.g., dental, healthcare) is a meaningful plus.
• Understanding of practice management workflows and the unique challenges of dental clinics.

Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for delivering value and delight to every client.
• Analytical Thinking: Ability to interpret usage data, health scores, and satisfaction metrics to drive proactive actions.
• Problem‑Solving: Creative and decisive in resolving complex issues across multiple teams.
• Time Management: Prioritize tasks effectively in a fast‑moving environment.
• Collaboration: Work seamlessly with Sales, Product, Engineering, and Finance to align on customer outcomes.
• Adaptability: Thrive in a dynamic setting where processes evolve and new challenges arise.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Customer Success Advocate, you will:

• Progress into senior CSA or Customer Success Manager roles, leading larger portfolios and mentoring junior team members.
• Transition into cross‑functional positions such as Product Management, Sales Enablement, or Customer Experience Strategy.
• Participate in continuous learning programs—certifications in Gainsight, Salesforce, or customer success frameworks.
• Attend industry conferences, webinars, and workshops to stay ahead of dental practice management trends.
• Contribute to the evolution of brighthush’s CS playbook, influencing company‑wide best practices.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and transparency. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in the USA with a fully supported virtual office setup.
• Inclusive Community: Diverse teams that celebrate different perspectives and encourage open dialogue.
• Employee‑First Values: Commitment to work‑life balance, mental health, and continuous feedback.
• Impact‑Driven Projects: Your work directly influences customer satisfaction and company growth.
• Recognition & Rewards: Regular shout‑outs, performance bonuses, and milestone celebrations.

Compensation, Perks, and Benefits

While specific figures vary by experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer health, retention, and expansion metrics.
• Health, dental, and vision insurance plans for employees and eligible dependents.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement for relevant courses.
• Wellness initiatives—virtual fitness classes, mental health resources, and wellness allowances.
• Annual company retreats and team‑building events.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that is reshaping the dental industry through technology. You will:

• Work with a passionate, high‑performing team that values innovation and continuous improvement.
• Own a portfolio of customers and see the tangible impact of your work on their success.
• Shape the future of our Customer Success function from the ground up.
• Benefit from a culture that prioritizes learning, growth, and work‑life harmony.

How to Apply

If you are ready to take your customer success career to the next level and help dental professionals thrive with brighthush’s solutions, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Let’s build brighter futures together.