Seasoned Senior Customer Success Manager – Digital Inbound & Client Engagement Lead (9‑Month Maternity Cover) for a Leading Healthcare Technology Innovator – brighthush

About brighthush

brighthush is a trailblazer in the digital health arena, delivering cloud‑based solutions that empower providers, payers, and patients to collaborate in real time. With a legacy spanning more than two decades, we have helped transform care delivery across North America, reducing friction, accelerating adoption, and driving measurable outcomes. Recognized as one of the top 100 private cloud companies and celebrated as Canada’s Most Admired Corporate Culture, brighthush is a trusted partner for health systems, long‑term care facilities, home‑health agencies, and health plans alike.

Our platform is built on a simple, powerful mission: to create a world where every stakeholder in the healthcare ecosystem can confidently deliver frictionless care. By equipping organizations with data‑driven insights, streamlined workflows, and integrated analytics, we enable them to make smarter decisions, improve patient outcomes, and achieve sustainable growth.

Why brighthush?

At brighthush, purpose meets performance. We celebrate curiosity, champion continuous learning, and reward bold ideas. Our teams are cross‑functional, collaborative, and driven by a shared commitment to excellence. When you join us, you become part of a vibrant community that values diversity, fosters inclusion, and encourages every voice to be heard.

We believe that the best work happens when people feel safe to experiment, when they can see the impact of their ideas, and when they are supported by a culture that rewards both results and growth. That’s why we invest heavily in professional development, mentorship, and a flexible, hybrid work environment that balances autonomy with connection.

Position Overview

Reporting directly to the Director of Customer Success, the Senior Customer Success Manager – Digital Inbound & Client Engagement Lead will play a pivotal role in our Digital Customer Success strategy. This contract position spans nine months, covering a maternity leave from December 9th, 2024 to September 8th, 2025. You will be the trusted advisor for our digital‑first clients, ensuring they derive maximum value from brighthush’s solutions and experience a seamless, positive journey.

Key Responsibilities

• Rapid Response & Issue Resolution: Respond promptly to inbound customer success inquiries using our case‑management application, ensuring timely resolution and high customer satisfaction.
• Strategic Partnership: Act as a strategic partner to clients, guiding them through adoption, integration, and optimization of brighthush’s platform to meet their unique business objectives.
• Data‑Driven Insights: Conduct monthly analyses of customer engagement, KPI attainment, and overall health scores, presenting actionable insights to both clients and internal stakeholders.
• Product Expertise: Maintain deep product knowledge and stay abreast of industry trends, enabling you to anticipate client needs and recommend proactive solutions.
• Cross‑Functional Collaboration: Collaborate closely with Sales, Product, Implementation, and Support to deliver holistic, end‑to‑end solutions that drive adoption and retention.
• Risk Mitigation: Identify and mitigate risks that could lead to churn, leveraging data and customer feedback to implement retention strategies.
• Client Education: Educate clients on how brighthush’s products can solve critical business challenges, positioning the platform as an indispensable tool in their operations.
• Strategic Account Planning: Partner with the Customer Account team to develop and execute strategic account plans that align with client goals and brighthush’s growth objectives.
• Voice of the Customer: Represent the voice of the customer in product discussions, ensuring that client insights inform future roadmap decisions.
• Adaptability & Flexibility: Take on additional duties as assigned by the Customer Success Leadership team, demonstrating flexibility and adaptability in a dynamic environment.

Essential Qualifications

• High‑Volume Account Management: Proven experience managing a high‑volume portfolio of customer accounts with a focus on prioritization, detail orientation, and a sense of urgency.
• Communication Excellence: Strong written and verbal communication skills, capable of translating complex technical concepts into clear, actionable guidance for clients.
• Organizational Mastery: Excellent organizational, project management, and time‑management abilities, with a track record of delivering results on tight deadlines.
• Relationship Building: Demonstrated ability to build and nurture relationships across multiple stakeholder levels, fostering trust and collaboration.
• Strategic Thinking: Strategic thinker with robust analytical skills, able to interpret data, identify trends, and recommend data‑driven solutions.
• Technical Proficiency: Experience with brighthush, brighthush, and brighthush is highly desirable, as these tools are integral to our customer success workflow.
• Industry Insight: Exposure to the Long‑Term Care (LTC) industry or experience with Electronic Health Records (EHR) systems will give you a competitive edge.

Preferred Qualifications

• Previous experience in a digital‑first customer success role within the healthcare technology sector.
• Familiarity with cloud‑based analytics platforms and data‑driven decision‑making frameworks.
• Proficiency in using CRM and case‑management tools such as brighthush, brighthush, or similar.
• Strong analytical background with the ability to create dashboards, reports, and actionable insights.
• Experience leading cross‑functional initiatives and driving adoption across multiple business units.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Excellent problem‑solving skills and the ability to think strategically under pressure.
• Strong interpersonal skills, with the ability to influence and negotiate at all levels.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Proficiency in English (both written and spoken); additional language skills are a plus.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared responsibility. As a Senior Customer Success Manager, you will:

• Participate in ongoing training programs focused on product expertise, industry trends, and advanced customer success methodologies.
• Engage in mentorship opportunities with senior leaders across the organization.
• Contribute to strategic initiatives that shape the future of our platform and customer experience.
• Build a robust network across product, sales, implementation, and support teams, positioning you for future leadership roles.
• Access to cutting‑edge learning platforms, certifications, and industry conferences.

Work Environment & Culture

brighthush thrives on a culture of collaboration, innovation, and inclusivity. You will work in a flexible, hybrid environment that supports work‑life balance while fostering a sense of community. Our values—curiosity, accountability, and impact—guide every decision and interaction. We celebrate achievements, encourage experimentation, and provide a safe space for ideas to flourish.

Our remote‑first approach means you can work from anywhere while staying connected through regular virtual town halls, team stand‑ups, and informal coffee chats. We also host quarterly in‑person retreats to strengthen relationships and align on strategy.

Compensation & Benefits

While specific compensation details are tailored to the contract role, brighthush offers a competitive package that includes:

• Competitive hourly or project‑based rate aligned with industry standards.
• Health, dental, and vision coverage options for contract employees.
• Flexible working hours and remote work options.
• Access to professional development resources and learning platforms.
• Participation in company‑wide initiatives such as hackathons, wellness programs, and community outreach.
• Performance‑based bonuses and recognition programs.

How to Apply

Ready to make a tangible impact on the future of digital health? Click the link below to submit your application and join the brighthush team.