Senior Customer Engagement Manager – Remote – Driving Product Launch Success & AI‑Enabled Enablement at brighthush
About brighthush
brighthush is a trailblazing health‑tech pioneer dedicated to transforming the way independent primary care practices thrive in a value‑based care ecosystem. Founded in 2014, we have grown into the nation’s largest network of independent primary care providers, empowering practices, health centers, and clinics to deliver better care, improve patient outcomes, and achieve sustainable financial success. Our mission is simple yet powerful: to flip the script on the traditional fee‑for‑service model by creating value‑based contracts that align incentives, strengthen continuity of care, and keep patients healthy.
At brighthush, we believe that the future of healthcare is built on collaboration, innovation, and a relentless focus on patient‑centric outcomes. We are a remote‑first, inclusive, and high‑impact organization that thrives on curiosity, creativity, and a shared passion for public health. If you want to be part of a culture that celebrates diversity, encourages continuous learning, and rewards bold ideas, you’ve found your next home.
Position Overview
As the Senior Customer Engagement Manager at brighthush, you will serve as the central architect for product Go‑To‑Market (GTM) execution. You will bridge the gap between technical product development and clinical application, ensuring that every launch delivers maximum time‑to‑value for our partners. Operating with minimal oversight under the guidance of senior leaders, you will quarterback the end‑to‑end launch lifecycle for assigned product and program portfolios—including Quality, Affordability, and Care Programs—while leveraging proprietary AI‑driven workflow tools to scale enablement content and resolve complex roadblocks with creativity.
Key responsibilities include:
End‑to‑End Release Management & Coordination
- Fully quarterback the product launch lifecycle for assigned portfolios, from concept to go‑live.
- Coordinate cross‑functional teams across Product, Business, Legal, and Field to track technology releases.
- Lead messaging development and align release importance to associated communication tiering.
- Ensure all releases are field‑ and practice‑ready, meeting compliance and quality standards.
Multi‑Channel Asset Development
- Build, write, and finalize the complete suite of enablement materials—including live training slides, newsletters, email templates, Pendo guides, and Zendesk Knowledge Base articles.
- Leverage internal AI tools to scale draft content production, ensuring messaging aligns with organizational strategy and compliance protocols.
- Collaborate with design, product, and marketing to create engaging, on‑brand assets that resonate with diverse audiences.
Operations & Practice Recruitment
- Serve as the gatekeeper for early‑phase product testing, formulating practice selection criteria and managing recruitment and eligibility.
- Launch new features/programs and coordinate qualitative feedback loops during beta testing to de‑risk releases before General Availability.
- Maintain strong relationships with practice partners, gathering insights that inform future product iterations.
Project Tracking & Channel Socialization
- Maintain and optimize project tracking structures and communication channels to ensure cross‑functional accountability.
- Schedule, package, and socialize release communications across established field and practice channels (e.g., newsletters, webinars).
- Ensure all customers understand and can leverage product and program releases to support value‑based care performance.
Key Qualifications
Essential
- Bachelor’s degree with 5+ years of experience in customer success, client solutions, professional services, or product operations.
- Prior experience in a healthcare services or healthcare technology company, with strong familiarity in primary care workflows and value‑based care contracts.
- Proven ability to independently scope, map, and navigate complex or ambiguous projects, applying broad expertise to make the unknown known and propose creative solutions.
- Highly consultative skillset with a strong sense of curiosity; initiative to take on ambiguous challenges and “make the unknown known.”
- Willingness to learn and actively utilize AI tooling as a necessary element of daily work to automate and scale workflows, including content development.
- Capable of leading existing or well‑defined tasks with minimal guidance, applying extreme attention to detail across deliverables.
Preferred
- 5+ years of relevant experience in a similar role.
- Familiarity with AI prompt engineering or workflow automation.
- Experience with project and platform tools such as Monday.com, Pendo, Salesforce, or Zendesk.
- Ability to lead by influence in a matrixed environment to drive project execution across disparate stakeholder groups.
- Strong presentation skills with the ability to concisely explain complex technical and operational concepts to senior‑level audiences.
Skills & Competencies
- Strategic Thinking & Execution
- Project Management & Agile Methodologies
- Cross‑Functional Collaboration
- AI & Automation Proficiency
- Data‑Driven Decision Making
- Excellent Written & Verbal Communication
- Customer‑Centric Mindset
- Adaptability & Resilience
Career Growth & Learning Opportunities
At brighthush, we are committed to your professional development. As a Senior Customer Engagement Manager, you will:
- Lead high‑impact projects that shape the future of primary care technology.
- Collaborate with senior leaders across product, engineering, and clinical teams.
- Participate in mentorship programs, both as a mentee and a mentor.
- Access to continuous learning resources, including AI workshops, industry conferences, and internal knowledge hubs.
- Opportunity to transition into product strategy, program management, or leadership roles within the organization.
Work Environment & Culture
brighthush is a remote‑first, inclusive, and collaborative environment. We value:
- Flexibility: Work from anywhere in the U.S. with flexible schedules that support work‑life balance.
- Diversity & Inclusion: A culture that celebrates differences and fosters belonging.
- Innovation: A passion for tackling complex problems with curiosity and open‑mindedness.
- Transparency: Clear communication, open feedback loops, and a commitment to authenticity.
- Community: Regular virtual town halls, team retreats, and volunteer days that strengthen our sense of purpose.