Remote Customer Success Manager – East Coast Digital Health & Diagnostic Data Solutions – 25‑40 Account Portfolio, AI‑Driven Growth & Expansion

About brighthush

brighthush is a trailblazing technology company that transforms raw diagnostic healthcare data into actionable insights. By building a robust API platform, we empower developers, labs, and medical devices to seamlessly collect, analyze, and automate patient data. Founded in 2020, brighthush has grown from a seed‑stage startup to a dynamic, mid‑market player with a dedicated team of 51‑200 professionals. Our mission is simple: make healthcare smarter, faster, and more accessible for everyone.

Why brighthush?

At brighthush, you’ll be part of a high‑velocity, mission‑driven environment where every line of code and every customer conversation moves us closer to a future where data drives better health outcomes. We’re not just building software; we’re redefining how the healthcare ecosystem interacts with data. If you thrive on solving complex problems, enjoy working cross‑functionally, and want to see tangible impact on patient care, brighthush is the place for you.

Position Overview

We’re looking for a proactive, high‑agency Customer Success Manager (CSM) to own a portfolio of 25–40 digital health and mid‑market accounts. In this role, you’ll guide customers from onboarding through renewal, ensuring they achieve their first meaningful milestone quickly and continue to derive value from our platform. You’ll also serve as the voice of the customer for our product and engineering teams, driving product improvements and shaping the future of customer success at brighthush.

Key Responsibilities

• Account Ownership: Manage a balanced portfolio of 25–40 accounts, ensuring each customer receives personalized attention and support.
• Onboarding Champion: Lead the onboarding process, collaborating with implementation teams to deliver a smooth, rapid first‑value experience.
• Quarterly Business Reviews (QBRs): Conduct insightful QBRs that go beyond status updates, focusing on strategic outcomes, growth opportunities, and actionable next steps.
• Revenue Growth: Identify upsell and cross‑sell opportunities, partnering with sales to close deals and expand the customer footprint.
• Account Health Monitoring: Build a real‑time pulse on usage, engagement, and renewal risk using data dashboards and proactive outreach.
• Customer Advocacy: Translate customer feedback into product enhancements, working closely with product and engineering to prioritize features.
• CS Process Design: Help define and refine the customer success framework for wearable and digital health customers, shaping best practices and playbooks.
• AI & Automation: Evaluate and implement AI tools that streamline CS workflows, improve customer insights, and accelerate decision‑making.

Essential Qualifications

• 3–6 years of end‑to‑end account management experience, ideally in SaaS or API‑driven tech.
• Proven track record of managing 20–50 accounts simultaneously while maintaining high satisfaction scores.
• Strong commercial acumen: comfortable leading pricing, renewal, and upsell conversations.
• Technical curiosity: experience with APIs, developer tools, or data platforms, and a passion for understanding how they work.
• High agency mindset: a self‑starter who identifies problems, formulates solutions, and takes ownership without prompting.
• Adaptability: ability to tailor communication style to diverse stakeholders, from technical founders to senior operations leaders.
• Early‑stage experience: background in a seed‑through‑Series C environment where ambiguity is the norm and process is built on the fly.
• Based in the U.S. with a preference for the GMT or EST time zones.

Preferred Qualifications

• Experience in the digital health or diagnostic data space.
• Familiarity with AI‑driven customer success tools (e.g., predictive churn models, automated health scoring).
• Strong data‑analysis skills and comfort with interpreting usage metrics to drive business outcomes.
• Background in building or scaling customer success teams.

Skills & Competencies

• Exceptional communication and storytelling abilities.
• Strategic thinking with a data‑driven approach.
• Project management and organizational excellence.
• Customer‑centric mindset with a passion for advocacy.
• Collaboration across cross‑functional teams (product, engineering, sales, marketing).

Career Growth & Learning Opportunities

At brighthush, we believe in continuous growth. As a CSM, you’ll have the chance to:

• Lead the design of new CS processes and playbooks that scale with our product.
• Mentor junior team members and shape the next generation of customer success leaders.
• Participate in product strategy sessions, influencing roadmap decisions.
• Attend industry conferences, workshops, and hackathons to stay ahead of digital health trends.
• Leverage our monthly $300 learning budget to pursue certifications, courses, or conferences.

Work Environment & Culture

brighthush is a fully remote, flexible-first organization that values autonomy, collaboration, and impact. Our culture is built on:

• Transparent communication and open feedback loops.
• Inclusive decision‑making that empowers every team member.
• Regular virtual team gatherings and occasional in‑person offsites (previously in Tenerife and Miami).
• A focus on work‑life balance, with 25 days of paid time off plus national holidays.
• Support for home‑office setup: $1,000 equipment stipend and a $150 monthly coworking allowance.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive package that includes:

• Base salary commensurate with experience.
• Performance‑based bonus structure.
• Equity options with extended exercise periods after two years of employment.
• Health insurance coverage tailored to your location.
• Generous paid time off and flexible working arrangements.
• Monthly learning budget and home‑office support.

How to Apply

If you’re ready to join a forward‑thinking team that’s reshaping healthcare data, we’d love to hear from you. Submit your application through our careers portal or click the link below to get started.