Remote Customer Success Manager – Healthcare IT Solutions – Driving Client Success & Adoption at brighthush

About brighthush

brighthush is a leading innovator in healthcare information technology, dedicated to transforming the way medical professionals manage patient data, streamline workflows, and deliver high‑quality care. Since our founding in 2003, we have grown into a vibrant organization of over 400 talented individuals, headquartered in Oak Brook, Illinois, and serving clients across the United States. Our suite of cloud‑based electronic medical record (EMR) systems, analytics dashboards, and patient engagement tools is trusted by hospitals, clinics, and behavioral health providers to improve outcomes, reduce costs, and enhance operational efficiency.

At brighthush, we believe that technology should empower clinicians, not burden them. Our mission is to provide intuitive, secure, and scalable solutions that enable healthcare teams to focus on what matters most: patient care. We are committed to fostering a culture of continuous learning, collaboration, and innovation, where every team member’s voice is heard and every contribution is recognized.

Position Overview

We are seeking an experienced Remote Customer Success Manager to join our dynamic Customer Success team. In this role, you will serve as the primary advocate for our clients, ensuring they achieve maximum value from our products and services. You will collaborate closely with cross‑functional teams—including product management, engineering, sales, and support—to drive adoption, resolve challenges, and identify opportunities for growth.

As a remote professional, you will enjoy the flexibility of working from anywhere in the United States while remaining fully integrated into our high‑performing, distributed organization. Your success will be measured by client satisfaction, retention rates, and the expansion of our solution footprint within existing accounts.

Key Responsibilities

• Account Management: Own a portfolio of 10–15 enterprise and mid‑market accounts, building deep relationships with key stakeholders and understanding their strategic objectives.
• Strategic Consultation: Provide expert guidance on product capabilities, industry best practices, and workflow optimization to help clients achieve their clinical and operational goals.
• Project Leadership: Lead cross‑functional initiatives, including onboarding, implementation, and feature roll‑outs, ensuring timely delivery of milestones and high‑quality outcomes.
• Client Advocacy: Serve as the voice of the customer within brighthush, translating client feedback into actionable product enhancements and service improvements.
• Retention & Expansion: Drive renewal conversations, identify upsell opportunities for additional modules or advanced analytics, and maintain a customer satisfaction rating of 85% or higher.
• Collaboration: Partner with product managers, developers, and support engineers to troubleshoot issues, prioritize feature requests, and share insights on market trends.
• Reporting & Analytics: Track key performance indicators (KPIs) such as adoption rates, usage metrics, and churn, and present findings to senior leadership.
• Continuous Improvement: Contribute to the development of best‑practice playbooks, training materials, and knowledge base articles that empower clients and internal teams alike.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, or a related field.
• Minimum of 5 years of experience in customer success, account management, or a similar client‑facing role within the healthcare IT sector.
• Proven track record of managing complex projects, coordinating cross‑functional teams, and delivering results on schedule.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actionable insights.
• Excellent written and verbal communication skills, capable of crafting clear, concise, and persuasive content for diverse audiences.
• Demonstrated leadership and team‑building abilities, including mentoring junior team members and fostering a collaborative environment.
• Proficiency with CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight), and collaboration suites (e.g., Microsoft 365, Slack).
• Self‑motivated, highly organized, and comfortable working independently in a remote setting.

Preferred Qualifications

• Experience as a Customer Success Manager in a SaaS or cloud‑based healthcare technology company.
• Background in behavioral health or familiarity with electronic medical record (EMR) systems.
• Knowledge of HIPAA regulations, data privacy, and security best practices in healthcare.
• Project Management Professional (PMP) or Certified ScrumMaster (CSM) certification.
• Experience with data analytics tools such as Tableau or Power BI.
• Fluency in additional languages (e.g., Spanish) to support diverse client bases.

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving client problems and delivering measurable value.
• Strategic Thinking: Ability to align client goals with brighthush’s product roadmap and business objectives.
• Problem‑Solving: Innovative, critical thinker who can diagnose complex issues and propose elegant solutions.
• Communication: Persuasive storyteller who can translate technical concepts into business benefits.
• Collaboration: Comfortable working with diverse teams across product, engineering, sales, and support.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
• Time Management: Prioritizes tasks effectively, balancing multiple accounts and projects simultaneously.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders in customer success and product management.
• Access to industry conferences, webinars, and workshops to stay ahead of healthcare technology trends.
• Internal certification tracks in project management, data analytics, and healthcare compliance.
• Clear career pathways to senior Customer Success Manager, Director of Customer Success, or Product Management roles.
• Regular performance reviews with actionable feedback and personalized growth plans.

Work Environment & Culture at brighthush

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You will enjoy:

• Flexible work hours that accommodate your personal and professional life.
• Regular virtual team‑building events, hackathons, and wellness initiatives.
• A collaborative platform that encourages knowledge sharing and peer recognition.
• Inclusive policies that celebrate diversity, equity, and belonging.
• A supportive environment where ideas are valued and innovation is rewarded.

Compensation & Benefits

While specific figures may vary based on experience, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance with a generous employer contribution.
• 401(k) plan with company match.
• Paid time off (PTO), sick leave, and holiday observances.
• Professional development stipend and tuition reimbursement.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Employee assistance program (EAP) and mental health resources.
• Remote work stipend to support home‑office setup.

How to Apply

If you are a proactive, client‑focused professional with a passion for healthcare technology, we invite you to apply. Please submit your resume, a cover letter detailing your relevant experience, and any portfolio or case studies that showcase your impact in customer success roles.

Join brighthush and Shape the Future of Healthcare IT

At brighthush, you will have the opportunity to work with a forward‑thinking team that is redefining how healthcare organizations operate. Your expertise will directly influence the success of our clients and the evolution of our products. If you are ready to take the next step in your career and make a tangible difference in the lives of patients and providers, we encourage you to apply today.