Senior Customer Implementation & Success Specialist – AI Voice & NLP Solutions for Healthcare – U.S. Market – Remote – Driving Patient Engagement, Operational Excellence, and Data‑Driven Insights at brighthush

About brighthush

brighthush is more than a technology company; it is a movement that redefines how healthcare providers and patients communicate. By marrying cutting‑edge artificial intelligence with the nuanced demands of clinical workflows, we create voice‑first solutions that turn routine interactions into intelligent, data‑rich conversations. Our platform powers secure, HIPAA‑compliant voice agents that can schedule appointments, triage symptoms, answer FAQs, and even guide patients through pre‑visit paperwork—all while collecting actionable insights that help clinicians reduce administrative burden and improve care quality.

Since our founding, we have partnered with a diverse portfolio of hospitals, community health centers, and integrated delivery networks across the United States. Each partnership is built on a foundation of trust, transparency, and a shared commitment to patient‑centric care. We thrive on solving complex problems, and our success is measured by the measurable improvements we bring to the front lines of healthcare.

Our culture is rooted in curiosity, collaboration, and a relentless pursuit of impact. As a fully remote‑first organization, we empower our teams to work from anywhere while fostering a sense of belonging through virtual town halls, hackathons, and cross‑functional initiatives. If you are passionate about AI, healthcare, and customer success, and you thrive in a fast‑paced, mission‑driven environment, brighthush is the place for you.

Why You’ll Love Working Here

At brighthush, we don’t just build products – we build futures. Our people are our greatest asset, and we invest heavily in their growth, well‑being, and sense of purpose. Here’s what makes brighthush a standout workplace:

• Remote‑First Flexibility: Work from any location that inspires you, with a robust digital infrastructure that keeps you connected to teammates and stakeholders.
• Inclusive Community: A diverse, global team that values open dialogue, zero tolerance for bias, and a culture of belonging.
• Continuous Learning: Annual learning stipends, mentorship programs, and access to industry conferences keep you at the cutting edge of AI and healthcare.
• Impact‑Driven Projects: Every line of code, every configuration, and every client interaction directly improves patient outcomes and operational efficiency.
• Health & Well‑Being: Comprehensive health, dental, and vision plans, mental health resources, wellness stipends, and flexible paid time off support your holistic health.
• Social Impact: Participate in community outreach, hackathons for social good, and partnerships with local health organizations to make a tangible difference.

Role Overview

We are seeking a highly motivated Senior Customer Implementation & Success Specialist to lead the onboarding and ongoing success of our U.S. market clients. In this role, you will serve as the bridge between our cutting‑edge AI platform and the healthcare organizations that rely on it. You’ll configure AI agents, provide hands‑on support, monitor performance, and continuously refine solutions to meet evolving client needs.

Your Day‑to‑Day

Every day you’ll be at the forefront of innovation, turning complex technical concepts into tangible benefits for clinicians and patients. From the first discovery call to the final go‑live, you’ll own the entire implementation journey, ensuring that each client feels confident, supported, and excited about the value our platform delivers.

Key Responsibilities

• AI Agent Configuration: Customize and deploy AI voice agents tailored to each client’s workflow, ensuring seamless integration with existing systems.
• Client Onboarding: Lead end‑to‑end implementation projects, from initial discovery to go‑live, coordinating with engineering, product, and support teams.
• Performance Monitoring: Track key metrics (e.g., call resolution time, patient satisfaction scores, agent accuracy) and generate actionable insights for continuous improvement.
• Technical Support: Serve as the first line of support for client issues, troubleshooting configuration, and escalating complex problems to engineering.
• Training & Enablement: Deliver training sessions and create documentation to empower client teams to maximize platform value.
• Relationship Management: Build trust with key stakeholders, conduct regular check‑ins, and identify upsell opportunities aligned with client goals.
• Feedback Loop: Capture client feedback and collaborate with product to influence roadmap and feature enhancements.
• Data‑Driven Decision Making: Build dashboards, analyze usage patterns, and recommend optimizations that drive measurable business outcomes.
• Compliance & Security: Ensure all implementations adhere to HIPAA and other relevant healthcare compliance standards.
• Process Improvement: Identify bottlenecks in the implementation lifecycle and propose scalable solutions to streamline delivery.
• Cross‑Functional Collaboration: Work closely with sales, product, engineering, and marketing to align on client expectations and success metrics.

Essential Qualifications

• Minimum of 1 year of customer‑facing experience, ideally in contact centers, healthcare patient services, or a related field.
• Fluent English (C1 level or higher) with excellent written and verbal communication skills.
• Experience working flexible shift schedules (2 pm–10 pm) and a proven ability to manage time effectively across time zones.
• Strong technical aptitude: comfortable configuring software solutions, interpreting logs, and troubleshooting issues.
• Demonstrated empathy and problem‑solving mindset when interacting with diverse client personas.
• Proficiency with CRM and ticketing systems (e.g., Salesforce, Zendesk, or similar).
• Basic understanding of healthcare data standards (HL7, FHIR) is a plus.

Preferred Qualifications

• Background in healthcare IT, medical billing, or clinical operations.
• Hands‑on experience with AI or NLP platforms, preferably in voice or chatbot contexts.
• Knowledge of HIPAA and other healthcare compliance standards.
• Experience with data analytics tools (e.g., Tableau, Power BI) to create performance dashboards.
• Previous involvement in product or project management roles.
• Experience with agile methodologies and cross‑functional team collaboration.

Skills & Competencies

• Technical Proficiency: Ability to navigate and configure AI platforms, interpret system logs, and troubleshoot integration challenges.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical Thinking: Strong data literacy to interpret metrics, identify trends, and recommend improvements.
• Communication: Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Project Management: Skilled at coordinating cross‑functional teams, managing timelines, and delivering on commitments.
• Adaptability: Comfortable working in a fast‑moving environment with evolving priorities.
• Collaboration: Ability to work effectively with engineering, product, sales, and support to achieve shared goals.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Structured mentorship programs pairing you with senior leaders in product, engineering, and sales.
• Annual learning stipend for courses, certifications, or conferences related to AI, healthcare, or customer success.
• Cross‑departmental projects that expose you to product development, data science, and business strategy.
• Clear promotion pathways: from Specialist to Senior Specialist, then to Customer Success Manager or Implementation Lead.
• Opportunities to lead internal initiatives, such as AI ethics working groups or community outreach programs.
• Regular hackathons and innovation challenges that allow you to experiment with new ideas and technologies.

Work Environment & Culture

brighthush thrives on collaboration, transparency, and a shared commitment to innovation. Key cultural pillars include:

• Remote‑First Flexibility: Work from anywhere while staying connected through weekly virtual stand‑ups and quarterly all‑hands.
• Inclusive Community: Diverse teams, open dialogue, and a zero‑tolerance policy for bias or harassment.
• Continuous Feedback: Regular 1:1s, pulse surveys, and performance reviews that focus on growth.
• Health & Well‑Being: Comprehensive health insurance, mental health resources, and wellness stipends.
• Social Impact: Participation in community outreach, hackathons for social good, and partnerships with local health organizations.
• Innovation Culture: Encouragement to experiment, fail fast, and iterate quickly in pursuit of better solutions.

Compensation & Benefits

Competitive salary range: $120,000 – $144,000 per year, commensurate with experience and performance. In addition to base pay, you’ll receive:

• Performance‑based bonuses tied to client satisfaction and project milestones.
• Health, dental, and vision insurance plans.
• Flexible paid time off, including paid holidays and personal days.
• Remote work stipend covering home office setup and internet costs.
• Annual professional development budget for courses, certifications, or conferences.
• Employee referral program with generous rewards.
• Equity options as part of the overall compensation package.
• Access to wellness programs, mental health counseling, and employee assistance programs.

FAQs

• What does a typical week look like? You’ll spend a mix of client calls, configuration sessions, data analysis, and internal collaboration. Flexibility is key, and you’ll have the autonomy to prioritize tasks that drive the most value.
• How does brighthush support remote work? We provide a comprehensive remote work package, including a stipend for home office equipment, high‑speed internet reimbursement, and access to virtual collaboration tools.
• What growth opportunities exist? We have a clear career ladder for customer success and implementation roles, with opportunities to transition into product management, data science, or leadership positions.
• How does brighthush handle compliance? All implementations undergo rigorous HIPAA compliance checks, and our team receives ongoing training on healthcare regulations and data privacy.

How to Apply

Ready to shape the future of patient‑clinic communication? Submit your application through our careers portal. We’re excited to learn how your experience and passion align with brighthush’s mission.