Senior Customer Experience & Client Success Lead – AI‑Powered Precision Medicine Innovation, Championing Clinical Outcomes, Adoption, and Transformative Partnerships at brighthush

Welcome to brighthush – Where Data Meets Compassion

At brighthush, we’re not just building a product; we’re crafting the next era of clinical intelligence. Imagine a world where a physician can pull up a patient’s entire biological narrative—genome, microbiome, metabolomics, lab results, wearable telemetry, and electronic health records—in a single, AI‑driven dashboard. That’s the reality we’re creating. Our platform translates complex data into actionable insights, empowering clinicians to diagnose faster, treat smarter, and monitor outcomes with unprecedented precision.

Our mission is simple yet profound: accelerate the adoption of data‑driven medicine so every patient receives a treatment plan that reflects their unique biology, and every clinician has the tools to interpret that biology quickly and accurately. If you’re passionate about transforming healthcare through technology, brighthush is the place to bring your expertise to life.

Why This Role is a Game‑Changer

As the Senior Customer Experience & Client Success Lead, you will be the linchpin that turns our cutting‑edge technology into real‑world impact. Your influence will shape how forward‑leaning concierge, longevity, and functional medicine practices experience brighthush, ensuring every interaction is seamless, insightful, and transformative. You will directly influence product development, client retention, and the overall trajectory of our company.

Role Overview

In this high‑impact position, you will:

• Own a portfolio of high‑value practices, guiding them through multi‑provider workflows, custom implementations, and ambitious growth plans.
• Serve as the go‑to mentor for Customer Success Managers, fostering a culture of continuous improvement, knowledge sharing, and high performance.
• Deploy a proactive health framework that surfaces risks before they become escalations, keeping accounts healthy and on track to achieve their clinical goals.
• Build and nurture a vibrant physician community through peer forums, case discussions, advisory boards, and events.
• Standardize processes across onboarding, support, and proactive management to scale efficiently.
• Translate client feedback into actionable insights for engineering and product teams.
• Leverage data analytics to drive decision‑making and measure success across the customer journey.
• Collaborate cross‑functionally with Product, Engineering, Marketing, and Sales to align on customer priorities and go‑to‑market strategies.

Key Responsibilities

• Strategic Account Leadership – Own a portfolio of high‑value practices, guiding them through multi‑provider workflows, custom implementations, and ambitious growth plans. Build deep, lasting relationships with key decision makers while ensuring scalable support for the broader client base.
• Team Coaching & Development – Serve as the go‑to mentor for Customer Success Managers. Lead by example, fostering a culture of continuous improvement, knowledge sharing, and high performance.
• Retention & Health Management – Deploy a proactive health framework that surfaces risks before they become escalations. Own the playbook that keeps accounts healthy, satisfied, and on track to achieve their clinical goals.
• Advocacy & Reference Program Design – Build a pipeline that turns satisfied physicians into reference calls, case studies, speakers, and co‑marketing partners. Own the cadence and content of advocacy outreach.
• Physician Community Building – Create peer forums, clinical case discussions, a customer advisory board, and events that give physicians access to each other and to brighthush. Own the budget, logistics, and content strategy for these community initiatives.
• Process Standardization – Turn bespoke onboarding, support, and proactive management motions into repeatable, scalable processes. Define clear time‑to‑value targets and extend coverage to the forecasted pipeline of new clients.
• Product Feedback Loop – Aggregate client feedback into ranked themes with evidence, delivering actionable insights to engineering on a regular cadence. Ensure the product roadmap reflects real‑world clinical needs.
• Data‑Driven Decision Making – Leverage analytics dashboards, CRM data, and AI workflows to measure success, identify trends, and recommend improvements across the customer journey.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Marketing, and Sales to align on customer priorities, feature requests, and go‑to‑market strategies.

Essential Qualifications

• 6+ years of experience in customer success or customer experience, with a proven track record of managing a strategic book of business.
• Demonstrated success in implementing programs that deliver measurable results—ownership, cadence, and outcomes.
• Leadership experience: managing or mentoring external‑facing teams and turning early‑career talent into high performers.
• Community building instinct: experience creating user groups, advisory boards, reference programs, or event series that keep clients engaged.
• Autonomy: the ability to take direction, develop a plan, and deliver results with minimal oversight.
• Credibility with physician users: the confidence to hold a conversation about clinical and business goals and to say “I don’t know, let me find out” without losing the room.
• Composure in a dynamic environment: thriving when priorities shift and the product evolves.
• Strong analytical mindset: ability to interpret data, identify patterns, and translate insights into actionable strategies.
• Excellent communication and storytelling skills, both written and verbal.

Preferred Qualifications

• Experience in healthcare, digital health, diagnostics, or genomics, especially with clinician end users.
• Background in running a customer advisory board, reference program, or practitioner network.
• Experience in professional services or complex technical implementation.
• Comfort with CRM tooling and using AI workflows to create leverage instead of headcount.
• Knowledge of regulatory and compliance frameworks relevant to medical data.
• Previous exposure to startup environments with rapid scaling and evolving product roadmaps.

Core Skills & Competencies

• Strategic thinking and data‑driven decision making.
• Exceptional communication and storytelling skills.
• Strong analytical and problem‑solving abilities.
• Project management and process improvement expertise.
• Empathy and customer‑centric mindset.
• Adaptability and resilience in a fast‑paced startup culture.
• Proficiency with CRM systems, analytics dashboards, and AI‑powered tools.
• Ability to influence cross‑functional teams and drive consensus.

Career Growth & Learning Opportunities

At brighthush, your impact will be visible from day one. You will work directly with founders, influence product direction, and shape the customer experience strategy that will define our growth trajectory. As we scale, you will have the chance to move into senior leadership roles—Director of Customer Success, VP of Customer Experience, or even Chief Customer Officer—while continuing to mentor the next generation of leaders.

We invest in continuous learning: access to industry conferences, advanced training in AI and healthcare, and a culture that encourages experimentation and knowledge sharing. You will be part of a learning ecosystem that keeps you at the forefront of both customer success best practices and the evolving precision medicine landscape.

Work Environment & Culture

Our culture is built on transparency, autonomy, and a shared commitment to improving patient outcomes. We value curiosity, collaboration, and a willingness to challenge the status quo. You will join a diverse, high‑performing team that celebrates wins, learns from failures, and always keeps the patient at the center of everything we do.

We champion work‑life balance with flexible schedules, generous paid time off, and a remote‑first mindset that allows you to thrive wherever you are. Our team is distributed across the United States, but we maintain a strong sense of community through regular virtual town halls, hackathons, and spontaneous coffee chats.

Compensation & Benefits

• Competitive base salary with performance‑based bonus.
• Meaningful early‑stage equity to share in our success.
• Health, dental, and vision coverage.
• 401(k) and HSA contribution matches.
• Generous paid time off and flexible work arrangements.
• Direct access to founders and real influence on product strategy.
• Autonomy over day‑to‑day operations and strategic direction.
• Professional development stipend and conference travel support.

Location & Remote Work Policy

Remote, open across the United States. We do not require a physical office presence; we value results over location. If you are located in the U.S. and can commit to occasional travel for key events or client visits, you will fit right in.

How to Apply

Ready to make a tangible impact on the future of medicine? Submit your application through our careers portal or send your resume and a brief cover letter to [email protected]. In your cover letter, tell us about a time you turned a challenging client situation into a success story and how you envision scaling that impact at brighthush.

Join the brighthush Revolution

Joining brighthush means becoming part of a mission‑driven team that is transforming precision medicine. You will work with cutting‑edge AI, collaborate with world‑class clinicians, and help shape the future of healthcare. If you are a strategic thinker, a natural mentor, and a community builder who can thrive in a fast‑moving startup, we want to hear from you.