Seasonal Customer Success Manager – Champion Client Satisfaction, Accelerate Revenue Growth, and Optimize End‑to‑End Imaging Service Delivery for Healthcare Providers at brighthush (Remote, Flexible, High‑Impact Role)

About brighthush

brighthush is a trailblazer in the diagnostic imaging arena, redefining how hospitals, specialty clinics, and private practices keep their imaging equipment operating at peak performance. By blending proactive maintenance, rapid repair, and comprehensive asset‑management solutions, we empower healthcare providers to deliver faster, more accurate diagnoses and ultimately improve patient outcomes. Our reputation for technical excellence is matched by a culture that prizes innovation, collaboration, and continuous learning. At brighthush, we partner with clinicians who demand reliability, forward‑thinking solutions, and a commitment to quality that goes beyond the status quo.

Role Overview

As a Seasonal Customer Success Manager, you will be the strategic bridge that connects our clients’ clinical needs with our technical teams’ expertise. Your influence will shape how hospitals and clinics experience our services, directly impacting operational efficiency, regulatory compliance, and ultimately, patient care. You will become the voice of the customer inside brighthush, turning data and feedback into actionable insights that drive continuous improvement and elevate the entire client journey.

Key Responsibilities

Client Relationship Management

• Build and nurture long‑term partnerships with key stakeholders—chief medical officers, radiology directors, procurement managers, and clinical leads—across a diverse portfolio of healthcare facilities.
• Maintain a deep understanding of each client’s strategic objectives, pain points, and success metrics.
• Serve as the primary point of contact for all service‑related inquiries, ensuring a seamless, high‑quality experience.
• Conduct quarterly business reviews to align on goals, review performance, and identify new opportunities.
• Leverage CRM data to personalize communication and anticipate client needs before they arise.

Account Planning & Growth

• Design and execute annual account plans that align client goals with brighthush’s service offerings.
• Identify upsell and cross‑sell opportunities, collaborating with sales and product teams to secure new business and deepen existing relationships.
• Track account health metrics and forecast revenue potential, providing transparent updates to senior leadership.
• Develop customized value‑proposition decks that articulate ROI for each client.
• Champion a consultative approach, positioning brighthush as a strategic partner rather than a vendor.

Service Event Coordination

• Lead the planning, scheduling, and execution of preventive maintenance, repairs, and upgrades.
• Ensure minimal disruption to clinical workflows while maximizing equipment uptime.
• Coordinate with field technicians, product specialists, and customer support to deliver a seamless, end‑to‑end client experience.
• Utilize scheduling software to optimize technician routes and reduce travel time.
• Maintain a real‑time service calendar that is accessible to both internal teams and clients.

Performance Reporting & Continuous Improvement

• Produce data‑rich, actionable reports that track uptime, mean time to repair (MTTR), cost savings, and other key performance indicators.
• Use insights to drive continuous improvement initiatives across the service delivery model.
• Present findings to cross‑functional teams and senior leadership, advocating for strategic enhancements.
• Champion a culture of data‑driven decision making within the customer success organization.
• Implement dashboards that allow clients to monitor their own performance metrics in real time.

Issue Escalation & Resolution

• Serve as the first line of defense for service disruptions, ensuring rapid response and resolution.
• Escalate complex issues to engineering or field service teams, maintaining transparent communication with clients throughout the process.
• Track resolution timelines and follow up to confirm client satisfaction.
• Document root causes and corrective actions to prevent recurrence.
• Collaborate with product teams to incorporate client feedback into future releases.

Client Feedback Loop

• Gather feedback through surveys, interviews, and informal conversations.
• Translate insights into tangible improvements for our service delivery model.
• Champion the client’s voice in cross‑functional meetings, ensuring that their needs are reflected in product roadmaps and service enhancements.
• Maintain a continuous feedback cadence to keep clients engaged and informed.
• Use Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics to benchmark success.

Compliance & Documentation

• Ensure all service activities meet industry regulations (HIPAA, FDA, ISO 13485) and maintain accurate, up‑to‑date records in our CRM system.
• Stay current on regulatory changes and industry best practices, sharing knowledge with the team.
• Conduct periodic audits of service documentation to guarantee compliance.
• Collaborate with legal and compliance teams to update SOPs as regulations evolve.
• Provide training to field staff on compliance requirements and documentation standards.

Strategic Insight & Thought Leadership

• Monitor industry trends, emerging technologies, and regulatory changes.
• Provide strategic recommendations to senior leadership on how to evolve our service portfolio.
• Represent brighthush at industry conferences, webinars, and professional associations.
• Publish white papers and case studies that showcase our impact on client success.
• Develop thought leadership content for our blog and social media channels.

Essential Qualifications

• High school diploma or GED required; associate’s or bachelor’s degree in a related field preferred.
• Minimum of 2 years of high‑volume customer service experience, ideally within healthcare or technical service environments.
• Proficiency with computer systems, scheduling software, and CRM platforms (e.g., Salesforce, HubSpot).
• Strong organizational skills with the ability to manage multiple accounts and service events simultaneously.
• Excellent verbal and written communication skills in English.
• Physical ability to lift up to 25 lbs when necessary (e.g., moving equipment or supplies).
• Self‑motivated, detail‑oriented, and capable of working independently in a remote environment.
• Demonstrated ability to analyze data and translate findings into actionable business decisions.
• Experience using data visualization tools (Tableau, Power BI, or similar).
• Strong problem‑solving skills and a proactive mindset.

Preferred Qualifications

• Experience in the healthcare imaging sector or a related technical service field.
• Knowledge of regulatory standards such as HIPAA, FDA, and ISO 13485.
• Familiarity with asset management and lifecycle solutions.
• Previous experience in a customer success or account management role.
• Advanced proficiency in data analysis tools (Tableau, Power BI).
• Experience with project management methodologies (Agile, Six Sigma).
• Certification in Customer Success Management (CSM) or related credentials.
• Experience with remote collaboration tools (Zoom, Teams, Slack).

Skills & Competencies

• Client‑Centric Mindset: Passion for delivering exceptional service and building trust.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Project Management: Skilled at planning, scheduling, and executing service events.
• Analytical Thinking: Comfortable interpreting data to drive decisions.
• Collaboration: Works seamlessly with cross‑functional teams.
• Adaptability: Thrives in a fast‑changing environment and can pivot priorities as needed.
• Communication: Articulates complex technical information to non‑technical stakeholders.
• Strategic Vision: Sees the bigger picture and aligns client goals with business objectives.
• Time Management: Prioritizes tasks effectively in a remote setting.
• Technology Fluency: Comfortable learning new software and tools quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous professional development. As a Seasonal Customer Success Manager, you will have the opportunity to:

• Progress to senior account management or client success leadership roles.
• Gain exposure to advanced asset management and lifecycle consulting projects.
• Participate in industry conferences, webinars, and certification programs.
• Receive mentorship from seasoned professionals in sales, engineering, and operations.
• Access internal training modules covering healthcare regulations, technical service best practices, and customer experience design.
• Lead cross‑functional initiatives that shape the future of our service offerings.
• Earn performance‑based bonuses and recognition awards that celebrate client success stories.
• Develop a portfolio of case studies and white papers that showcase your impact.
• Build a network of industry contacts that can open doors to future opportunities.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere in the United States—whether you’re based in Georgia, North Carolina, South Carolina, Florida, New York, California, or any other state. We value:

• Flexibility: Choose a schedule that balances your professional and personal commitments.
• Collaboration: Engage with a diverse, multidisciplinary team through virtual meetings, chat, and collaborative tools.
• Innovation: Contribute ideas that shape our service offerings and client success strategies.
• Inclusivity: Work in an environment that celebrates diverse perspectives and backgrounds.
• Transparency: Access real‑time dashboards and metrics that keep you informed about your impact.
• Community: Participate in virtual coffee breaks, wellness challenges, and team‑building events.
• Recognition: Celebrate milestones and achievements through peer‑to‑peer shout‑outs and quarterly awards.
• Learning Culture: Encourage continuous skill development through internal and external learning resources.

Compensation & Benefits

We offer a competitive salary range of $50,000 – $65,000 per year, commensurate with experience and performance. In addition, you will enjoy:

• 401(k) matching program to help you build a secure financial future.
• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance plans.
• Retirement plan options beyond 401(k).
• Generous parental leave policy for new parents.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs and mental health resources.
• Annual performance bonus potential based on client satisfaction metrics.
• Flexible work‑from‑home stipend to set up your ideal home office.
• Access to a company‑wide learning platform with courses in leadership, technology, and healthcare.

How to Apply

Ready to elevate your career and make a tangible impact in the healthcare imaging industry? Submit your application through our online portal and join a team that values innovation, client success, and personal growth.