Remote Head of Customer Success – Driving Client Satisfaction, Retention, and Growth in Healthcare Technology

About brighthush

brighthush is a forward‑thinking, mission‑driven technology partner that empowers healthcare organizations to make smarter, data‑driven decisions. With a focus on supply chain optimization, population health analytics, and cloud‑based SaaS solutions, we help hospitals, health systems, physician practices, and other care settings unlock clarity, confidence, and better outcomes for patients and providers alike. Our team of 250+ passionate professionals is headquartered in Boston, but our culture is truly global – we’re proud to offer fully remote roles that allow top talent from across the United States to join us from wherever they choose.

Why Join brighthush?

At brighthush, you’ll be part of a company that is redefining how healthcare leaders manage their supply chains and analytics. We’re not just building software; we’re building a future where every decision is backed by insight, every process is streamlined, and every stakeholder feels heard. As a remote leader, you’ll have the flexibility to work from home or anywhere in the U.S., while still being an integral part of a high‑energy, collaborative team that values innovation, transparency, and impact.

Position Overview

We are looking for an experienced, visionary Head of Customer Success to lead our customer success, implementation, and client‑facing functions. In this role, you will develop and execute a client‑focused strategy that drives satisfaction, retention, adoption, and account growth across our growing portfolio of healthcare customers. You will partner with cross‑functional teams—Sales, Product, Technology, and Operations—to ensure that every client receives world‑class service and that their needs shape our roadmap.

Key Responsibilities

• Strategic Leadership: Design and implement a comprehensive customer success strategy that aligns with brighthush’s mission and business goals.
• Team Development: Recruit, mentor, and grow a high‑performing Customer Success and Implementation team, fostering a culture of continuous learning and accountability.
• Performance Management: Define, track, and report on key performance indicators (KPIs) such as Net Promoter Score, churn rate, adoption metrics, and revenue expansion.
• Executive Engagement: Build and maintain strong relationships with C‑suite executives and key stakeholders across client organizations.
• Lifecycle Oversight: Own the end‑to‑end client journey—from onboarding and implementation to adoption, renewal, and escalation resolution.
• Cross‑Functional Collaboration: Work closely with Sales to identify retention and expansion opportunities, and with Product to advocate for client‑driven enhancements.
• Data‑Driven Insights: Analyze customer success data, identify trends, risks, and opportunities, and translate findings into actionable improvement plans.
• Process Innovation: Build scalable processes, tools, and best practices that support a growing client base while maintaining high service quality.
• Issue Escalation: Lead the resolution of high‑priority client concerns, ensuring swift, effective outcomes that reinforce trust.
• Strategic Reporting: Prepare and present performance metrics and strategic recommendations to senior leadership.
• Additional Duties: Take on any other responsibilities that support the success of brighthush and its clients.

Essential Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Communications, or a related field.
• Minimum of 7 years of progressive leadership experience in customer success, account management, or client services within the healthcare technology space.
• Proven track record of building and scaling customer success functions that drive retention, satisfaction, and revenue growth.
• Deep understanding of healthcare provider environments—including hospitals, health systems, physician practices, and other care settings.
• Experience with SaaS platforms, cloud‑based solutions, and customer relationship management (CRM) tools.
• Strong analytical mindset with the ability to interpret complex data sets and translate insights into strategic actions.
• Excellent communication and presentation skills, capable of engaging executives and cross‑functional teams.
• Knowledge of healthcare analytics, data visualization, and performance reporting.
• Familiarity with HIPAA, data privacy, and regulatory requirements in the healthcare sector.
• Demonstrated ability to develop and monitor KPIs that reflect client health and business outcomes.

Preferred Qualifications

• Experience in the healthcare supply chain or revenue cycle management domain.
• Background in quality improvement, supply chain analytics, or clinical operations analytics.
• Hands‑on experience leading implementation or professional services teams.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, Teams) and data‑visualization tools.
• Experience working in a remote, distributed team environment.
• Prior involvement in building customer success metrics and scalable operational processes.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Client Relationship Management & Executive Engagement
• Data Analysis & KPI Development
• Process Design & Continuous Improvement
• Cross‑Functional Collaboration & Influence
• Change Management & Adaptability
• Communication & Storytelling
• Mentorship & Team Building
• Healthcare Industry Knowledge & Regulatory Awareness

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a two‑way street. As Head of Customer Success, you will:

• Lead a high‑impact function that directly influences our company’s revenue and market position.
• Collaborate with senior leaders across Product, Engineering, and Sales, gaining exposure to all facets of the business.
• Shape the future of our customer success organization, setting standards that will be replicated across new markets.
• Participate in leadership development programs, executive coaching, and industry conferences.
• Earn a competitive compensation package that includes a performance bonus, 401(k) match, and equity options.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and impact. Our remote work model means you’ll enjoy:

• Flexible work hours that respect your personal life and peak productivity times.
• Regular virtual team gatherings, hackathons, and knowledge‑sharing sessions.
• A supportive, inclusive environment where diverse perspectives are celebrated.
• Access to cutting‑edge tools and resources that empower you to deliver exceptional client outcomes.

Compensation & Benefits

While specific figures vary based on experience and location, you can expect a competitive base salary, a robust performance bonus program, and the following benefits:

• Fully remote work environment with a stipend for home office setup.
• 401(k) plan with company match.
• 19 days of paid time off (PTO) per year, plus 10 paid holidays.
• Medical, dental, and vision coverage.
• Paid parental and family leave.
• Life and disability insurance.
• Employee assistance program and wellness resources.
• Professional development stipend and tuition reimbursement.
• Flexible work arrangements and a culture that values work‑life balance.

How to Apply

Ready to lead the next generation of customer success at brighthush? Submit your resume and a cover letter that highlights your experience in healthcare technology, your leadership philosophy, and why you’re excited about shaping the future of client success. We’re eager to hear how you can help our clients achieve clarity, confidence, and better outcomes.

Apply today and become a pivotal part of brighthush’s mission to transform healthcare through data and technology.