Remote Customer Success Manager – New York Metro – Championing Healthcare Technology Service Delivery at brighthush

About brighthush

brighthush is a global leader in medical technology, dedicated to improving patient outcomes through innovative imaging, diagnostic, and therapeutic solutions. With a portfolio that spans oncology, radiology, and biomedical engineering, we empower healthcare providers to deliver faster, safer, and more precise care. Our mission is simple: to bring brighter, healthier futures to patients worldwide by combining cutting‑edge technology with exceptional service.

As a forward‑thinking organization, brighthush values collaboration, continuous learning, and a customer‑centric mindset. We believe that every interaction with a client is an opportunity to build trust, solve complex problems, and create lasting value. If you thrive in a dynamic environment where your voice matters and your impact is tangible, brighthush is the place for you.

Position Overview

We are seeking a highly motivated Remote Customer Success Manager to serve the New York Metro area. In this role, you will be the primary advocate for our customers, ensuring seamless service delivery, proactive maintenance, and exceptional billing experiences. You will collaborate with cross‑functional teams—including sales, engineering, logistics, and finance—to drive customer satisfaction, retention, and growth.

Key responsibilities include project management, escalation handling, preventive maintenance oversight, billing validation, and acting as the “Voice of the Customer” across all internal stakeholders. This is a full‑time, remote position open to candidates located anywhere in the United States.

Key Responsibilities

• Lead end‑to‑end project management for service initiatives, ensuring on‑time, on‑budget, and high‑quality delivery.
• Analyze Accounts Receivable (AR) status, provide actionable insights, and collaborate with finance to optimize cash flow.
• Serve as the primary liaison between customers and brighthush sales & service teams, facilitating clear, timely communication.
• Manage technical escalations in partnership with the Regional Service Manager (RSM), Customer Success Engineer (CSE), and parts logistics, ensuring rapid resolution and customer satisfaction.
• Oversee preventive maintenance (PM) and update instruction (UI) activities across all field locations, coordinating with the Customer Call Center (CCC) and CSEs to achieve 100% compliance.
• Act as the bridge between brighthush service teams and customers’ in‑house biomedical/clinical engineering departments.
• Validate billing accuracy, oversee purchase order (PO) creation and approval, and perform other service‑based administrative tasks.
• Handle escalations between internal and external service providers, ensuring timely resolution and minimal impact on customer operations.
• Build and maintain strong relationships with customers, RSMs, Key Account Managers (KAMs), Customer Service Engineers (CSEs), and other support resources.
• Understand the organizational structure of assigned accounts and the internal support teams to provide tailored solutions.
• Champion the “Voice of the Customer” by gathering feedback, identifying trends, and recommending improvements across the service lifecycle.
• Act as the main point of contact for all customer communication, coordinating with sales, support, and service teams.
• Support all aspects of service delivery and daily operations, ensuring a seamless experience for customers.
• Provide strategic advice to customer management and business partners on asset management and operational excellence.

Essential Qualifications

• Bachelor’s degree in a medical field, engineering, technology, or business administration with a healthcare focus.
• Minimum of 3 years of professional experience in supporting multi‑vendor imaging and biomedical technology maintenance operations.
• Strong understanding of healthcare regulations, including US export control laws applicable to controlled technology.
• Demonstrated ability to manage complex projects, coordinate cross‑functional teams, and deliver results under tight deadlines.
• Excellent verbal, written, and presentation communication skills.
• Results‑driven, action‑oriented mindset with a passion for creating positive customer impact while balancing business objectives.
• Proficiency in Microsoft Office Suite, CRM systems (e.g., Salesforce), and service‑management tools.

Preferred Qualifications

• Experience in the oncology or radiology equipment sector.
• Knowledge of preventive maintenance planning and compliance frameworks.
• Prior exposure to billing and procurement processes within a medical device environment.
• Certified Project Management Professional (PMP) or similar credentials.
• Fluency in additional languages spoken in the New York Metro area.

Core Skills & Competencies

• Customer‑Centricity: Deep empathy for client needs and a proactive approach to problem solving.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Stakeholder Management: Skilled at building trust with internal teams and external partners.
• Adaptability: Comfortable navigating change in a fast‑paced, technology‑driven environment.
• Leadership: Ability to influence without authority and drive cross‑functional initiatives.
• Technical Acumen: Solid grasp of imaging and biomedical equipment, maintenance protocols, and regulatory requirements.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• Structured onboarding and mentorship programs.
• Continuous professional development courses, including certifications in project management, customer success, and healthcare compliance.
• Cross‑functional rotations that expose you to sales, engineering, and finance.
• Leadership development tracks for high‑potential employees.
• Global mobility options for those interested in international assignments.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative culture where every team member’s voice is heard. Key cultural pillars include:

• Innovation: Encouraging creative solutions to complex healthcare challenges.
• Transparency: Open communication channels across all levels.
• Work‑Life Balance: Flexible remote work arrangements and generous paid time off.
• Community Impact: Corporate social responsibility initiatives focused on improving global health outcomes.
• Recognition: Regular awards and acknowledgments for outstanding performance.

Compensation & Benefits

While the exact salary range is competitive and commensurate with experience, you can expect a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Life, long‑term, and short‑term disability coverage.
• Paid time off, sick leave, and paid holidays.
• Remote work stipend and home‑office equipment allowance.
• Commission structure for eligible positions.
• Professional development budget.
• Employee wellness programs and resources.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping the future of healthcare. You will:

• Work with cutting‑edge technology that directly improves patient care.
• Collaborate with a diverse, talented team that values innovation and continuous improvement.
• Enjoy the flexibility of remote work while staying connected through virtual collaboration tools.
• Benefit from a culture that rewards initiative, creativity, and a customer‑first mindset.
• Advance your career through structured learning paths and leadership opportunities.

Ready to Make an Impact?

If you are a proactive, customer‑focused professional with a passion for healthcare technology and a track record of delivering results, we want to hear from you. Apply today and help us bring brighter, healthier futures to patients across the United States.