Remote Director of Customer Success – Enterprise SaaS & Healthcare AI Implementation Leader
About brighthush
brighthush is a trailblazing AI‑driven healthcare technology company that empowers clinicians, health plans, and providers with intelligent, voice‑based conversational agents. Founded in 2017, our mission is to transform patient care through scalable, data‑driven solutions that reduce administrative burden, improve clinical outcomes, and deliver measurable value to every stakeholder in the health ecosystem. With a growing team of 51‑200 professionals, brighthush is headquartered in San Francisco and operates across the United States, delivering cutting‑edge AI solutions to hospitals, health plans, and managed care organizations.
Why Join brighthush?
At brighthush, you’ll be part of a high‑velocity, purpose‑driven organization that is redefining how healthcare is delivered. We blend deep clinical expertise with advanced AI to create products like Sage, our conversational AI care manager, and the AI Nursing Care Manager, which streamline workflows, enhance patient engagement, and drive operational efficiencies. Our culture is built on transparency, collaboration, and a relentless focus on customer success. We celebrate innovation, encourage continuous learning, and reward results with competitive compensation, comprehensive benefits, and a flexible remote work model.
Role Overview
As the Remote Director of Customer Success at brighthush, you will own the entire post‑sales lifecycle for our enterprise customers. You will lead cross‑functional teams to deliver seamless implementations, drive adoption, and unlock expansion opportunities across our product portfolio. Your strategic vision and operational rigor will ensure that every customer achieves measurable clinical and operational value, renews confidently, and becomes a champion for brighthush’s solutions.
Key Responsibilities
- Implementation Delivery: Champion end‑to‑end deployments for enterprise healthcare customers, coordinating integrations, stakeholder alignment, and go‑live readiness to guarantee predictable, successful outcomes.
- Customer Value & Retention: Own adoption metrics and outcome dashboards, ensuring customers realize tangible operational and clinical benefits that drive renewal and long‑term partnership.
- Expansion Strategy: Design and execute a land‑and‑expand playbook that identifies new use cases, business units, and decision‑makers within customer organizations, turning satisfied accounts into multi‑product, multi‑region champions.
- Customer Lifecycle Operations: Build health‑scoring models, lifecycle reporting, renewal forecasting, and account segmentation to provide proactive visibility into risk and opportunity.
- Sales‑to‑Delivery Alignment: Partner with Commercial to structure deals that are implementable, ensuring smooth handoffs and shared success metrics across teams.
- Product Feedback & Prioritization: Translate real‑world deployment insights into actionable product roadmap items, collaborating with Product and Engineering to enhance feasibility and impact.
- Team & Playbook Development: Scale the Implementation and Customer Success organization by creating processes, documentation, and a high‑performance team structure that supports rapid growth.
Essential Qualifications
- 8+ years of leadership experience in Customer Success, Implementation, or Delivery for complex enterprise SaaS or health‑tech customers.
- Proven track record of turning signed contracts into successful deployments, measurable outcomes, and clear expansion pathways.
- Deep understanding of regulated healthcare workflows, PHI/HIPAA compliance, and care‑management operations across health plans, risk‑bearing providers, and MSOs.
- Experience managing multi‑threaded relationships with executives, clinical leaders, operational teams, and technical stakeholders.
- Demonstrated ability to standardize ambiguous deployment environments into repeatable workflows, playbooks, and scalable processes.
- Strong data‑driven mindset: use metrics to diagnose risk, prioritize work, and communicate performance to leadership and customers.
- Hands‑on technical fluency with APIs, integrations, and data flows—no coding required, but a solid grasp of implementation concepts.
- Comfort operating in fast‑growing, evolving environments where roles and processes shift rapidly.
Preferred Qualifications
- Experience leading Customer Success in a voice‑AI or conversational‑AI space.
- Background in health‑tech product management or engineering, providing a holistic view of product development cycles.
- Prior exposure to enterprise healthcare customers such as health plans, hospitals, or large managed care organizations.
- Fluency in using customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
- Track record of building and scaling Customer Success teams from 0 to 10+ members.
Skills & Competencies
- Strategic Vision: Ability to see the big picture while managing day‑to‑day execution.
- Communication: Clear, concise articulation of complex ideas to both technical and non‑technical audiences.
- Collaboration: Proven success working cross‑functionally with Sales, Product, Engineering, and Operations.
- Problem‑Solving: Creative, data‑driven solutions to ambiguous deployment challenges.
- Leadership: Inspiring, coaching, and developing high‑performing teams.
- Customer‑Centricity: Deep empathy for customer pain points and a relentless focus on delivering value.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as our product roadmap. As Director of Customer Success, you will:
- Lead a high‑impact team that directly influences product strategy and customer satisfaction.
- Collaborate with senior leadership to shape the future of AI‑driven healthcare solutions.
- Participate in industry conferences, webinars, and thought‑leadership initiatives.
- Access continuous learning resources, including certifications in customer success, AI ethics, and healthcare compliance.
- Benefit from a mentorship program that pairs you with seasoned executives across the organization.
Work Environment & Culture
brighthush thrives on a culture of innovation, transparency, and agility. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:
- Weekly all‑hands meetings and bi‑weekly cross‑functional syncs.
- Real‑time collaboration tools (Slack, Microsoft Teams, Miro).
- Quarterly virtual retreats and optional in‑person meet‑ups.
- A commitment to work‑life balance, with flexible paid time off and a generous 401(k) match.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses tied to customer success metrics.
- 401(k) matching up to 4% of your salary.
- Comprehensive health, vision, and dental insurance.
- Flexible paid time off and a generous remote work stipend.
- Professional development budget and access to industry conferences.
- Potential for H1B sponsorship for qualified international candidates.
Ready to Make an Impact?
If you are a seasoned Customer Success leader with a passion for healthcare innovation, a knack for turning complex deployments into repeatable success, and a desire to shape the future of AI in medicine, brighthush invites you to apply. Join us in delivering transformative care solutions that improve lives, streamline operations, and set new standards for patient engagement.