Senior Customer Experience Lead – AI‑Driven Healthcare Automation & Customer Success Strategy at brighthush

About brighthush

brighthush is a trailblazing AI‑powered platform that transforms how healthcare teams collaborate, streamline operations, and deliver patient care. By harnessing advanced automation, predictive analytics, and natural language processing, we empower clinicians, administrators, and support staff to work smarter, faster, and more efficiently. Our mission is simple yet ambitious: to make healthcare delivery seamless, data‑driven, and patient‑centric, so that every interaction—whether a clinical decision or a support call—adds measurable value to the patient journey.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven organization that is redefining the intersection of technology and health. We celebrate curiosity, champion innovation, and reward bold ideas. As a Senior Customer Experience Lead, you’ll shape the future of customer success in a sector where every touchpoint can impact lives. You’ll work alongside world‑class data scientists, product managers, and clinicians, and you’ll have the autonomy to drive initiatives that directly influence our customers’ success and our company’s growth.

Key Responsibilities

• Strategic Account Leadership: Own and nurture relationships with our most critical enterprise customers, ensuring they derive maximum value from brighthush’s AI automation suite.
• Customer Success Optimization: Design, implement, and iterate on end‑to‑end customer success programs that reduce churn, increase adoption, and elevate Net Promoter Scores.
• Activation & Onboarding Excellence: Build scalable activation models that guide new customers from onboarding to full product utilization, leveraging data‑driven insights to personalize the journey.
• Financial Modeling & ROI Analysis: Develop sophisticated financial models that quantify the economic impact of our solutions on customer operations, and present findings to executive stakeholders.
• AI Workflow Enhancement: Partner with engineering and data science teams to identify opportunities where AI can automate repetitive tasks, improve decision‑making, and reduce operational friction.
• Cross‑Functional Leadership: Lead cross‑functional initiatives—spanning Product, Engineering, Sales, and Marketing—to align on customer‑centric roadmaps and deliver cohesive experiences.
• Data‑Driven Insight Generation: Own the collection, analysis, and reporting of customer health metrics, turning raw data into actionable strategies.
• Thought Leadership & Advocacy: Represent brighthush at industry conferences, webinars, and user groups, positioning the company as a trusted partner in healthcare AI.
• Continuous Improvement: Champion a culture of experimentation, using A/B testing, rapid prototyping, and iterative feedback loops to refine customer success processes.

Essential Qualifications

• 10+ years of progressive experience in customer success, account management, or client services within SaaS or technology‑driven healthcare environments.
• Proven track record of managing complex, high‑value accounts and delivering measurable improvements in customer health metrics.
• Strong financial acumen: ability to build detailed financial models, perform ROI analyses, and translate data into strategic business recommendations.
• Hands‑on experience deploying AI or machine‑learning solutions to streamline workflows, automate processes, or enhance customer interactions.
• Exceptional communication skills—both written and verbal—across all levels, including C‑suite executives, product teams, and frontline staff.
• Demonstrated ability to lead cross‑functional projects, manage stakeholder expectations, and drive consensus in a fast‑paced environment.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot), customer success tools (e.g., Gainsight, Totango), and data analytics suites (e.g., Tableau, Looker).
• Bachelor’s degree in Business, Healthcare Administration, Computer Science, or a related field; MBA or advanced degree is a plus.

Preferred Qualifications

• Experience working in a regulated healthcare setting (HIPAA, GDPR) and familiarity with compliance requirements.
• Background in health informatics, clinical operations, or medical device sales.
• Knowledge of AI ethics, bias mitigation, and responsible AI deployment.
• Experience with agile methodologies and product lifecycle management.
• Fluency in additional languages (Spanish, Mandarin, etc.) is a bonus.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Analytical Rigor: Strong quantitative skills to dissect complex data sets and derive actionable insights.
• Customer‑Centric Mindset: Passion for understanding customer pain points and designing solutions that delight.
• Leadership & Influence: Proven ability to inspire teams, negotiate with stakeholders, and drive change.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Technical Fluency: Comfortable translating technical concepts into business value.
• Project Management: Expertise in planning, executing, and delivering complex initiatives on time and within budget.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Access to industry conferences, workshops, and certifications—especially in AI, healthcare analytics, and customer success.
• Internal mobility pathways that allow you to transition into product management, data science, or executive leadership roles.
• Regular knowledge‑sharing sessions where teams present new research, case studies, and best practices.
• Annual performance reviews that focus on growth objectives, skill enhancement, and career trajectory.

Work Environment & Culture at brighthush

We foster a culture that values curiosity, collaboration, and continuous improvement. Our remote‑first model means you can work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings that keep everyone aligned on vision and progress.
• Monthly hackathons and innovation sprints that encourage experimentation.
• Virtual coffee rooms and informal chat channels for spontaneous collaboration.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
• A commitment to mental health and work‑life balance, with flexible scheduling and generous PTO.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer experience leaders.
• Performance‑based bonuses tied to customer success metrics and company growth.
• 401(k) plan with company matching to help you build long‑term wealth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and flexible vacation policies.
• Parental leave that supports new parents with both paid and unpaid options.
• Professional development stipend for courses, certifications, or conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

Ready to Make an Impact?

If you are a seasoned customer experience professional with a passion for AI, a knack for financial modeling, and a desire to shape the future of healthcare technology, brighthush invites you to join our mission. Your expertise will help us deliver smarter, faster, and more efficient solutions that transform patient care worldwide.

Apply today and become a pivotal part of a company that is not just building technology, but building a healthier tomorrow.