Senior Customer Implementation & Success Specialist – AI Voice Solutions for US Healthcare – Championing Patient Engagement & Operational Excellence

About brighthush and the Future of Healthcare Communication

brighthush is at the forefront of a revolution in patient‑provider interaction. By marrying advanced artificial intelligence with intuitive voice, web chat, and SMS channels, we empower health systems, primary care practices, and specialty clinics to deliver 24/7, empathetic, and highly efficient communication. Every month, our AI Voice Agents handle nearly a million conversations, ensuring that no patient call goes unanswered, no appointment is missed, and every interaction is compliant with the strictest healthcare regulations.

Our mission is simple yet ambitious: to make patient access to care seamless, reliable, and human‑centered. Whether you’re a small solo practice or a large hospital network, brighthush’s platform integrates effortlessly with existing telephony, electronic health records (EHR), and scheduling systems, reducing call‑center costs while elevating patient satisfaction scores.

Role Overview

The Senior Customer Implementation & Success Specialist is the linchpin between our clients and the brighthush platform. You will guide new customers through the entire onboarding journey, configure and deploy AI Voice Agents, and provide ongoing support to ensure optimal performance. Your work will directly impact patient experience, operational efficiency, and the long‑term success of our partners.

Key Responsibilities

• Client Onboarding & Project Coordination: Partner with Practice Managers, Clinic Owners, Call Center Managers, and Receptionists to gather requirements, set realistic timelines, and manage project deliverables.
• Configuration & Deployment: Configure and launch customer‑ready AI Voice Agents on the brighthush platform, ensuring seamless integration with existing telephony, EHR, and scheduling systems.
• Post‑Implementation Support: Serve as the first line of support for new clients, troubleshooting issues, answering questions, and ensuring a smooth transition to live operations.
• Performance Monitoring & Optimization: Continuously analyze call recordings, agent metrics, and patient feedback to identify improvement opportunities and implement iterative enhancements.
• Reporting & Analytics: Prepare detailed performance reports, dashboards, and KPI summaries for both internal stakeholders and clients to demonstrate ROI and value.
• Onboarding Materials & Training: Develop and refine onboarding documentation, training videos, and knowledge base articles to empower clients and reduce support tickets.
• Feature Testing & Feedback Loop: Participate in beta testing of new features, provide user‑experience feedback, and collaborate with product and engineering teams to shape future releases.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Engineering, and Marketing to align client needs with product roadmap and advocate for customer‑centric improvements.

Essential Qualifications

• Minimum of 1 year of experience in a customer‑facing role, preferably within contact centers or patient services in the healthcare sector.
• Strong understanding of healthcare workflows, patient privacy regulations (HIPAA), and telecommunication protocols.
• Excellent written and verbal communication skills in English (minimum C1 level).
• Proficiency with CRM systems, ticketing platforms, and basic data analysis tools (Excel, SQL, or similar).
• Ability to work flexible hours that align with the US market: 2 pm – 10 pm EST, with occasional Friday shifts from 12 pm – 8 pm EST.
• Empathy, patience, and a genuine desire to help patients and clinicians achieve better outcomes.

Preferred Qualifications

• Experience configuring or managing AI/ML‑based communication solutions.
• Background in project management or implementation consulting.
• Familiarity with telehealth platforms, electronic health records (EHR), and practice management software.
• Knowledge of data privacy laws and compliance best practices in healthcare.
• Experience with analytics dashboards and performance metrics reporting.

Skills & Competencies

• Technical Aptitude: Comfortable learning new software quickly and troubleshooting integration challenges.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Project Management: Strong organizational skills, attention to detail, and the capacity to juggle multiple client projects simultaneously.
• Customer‑Centric Mindset: A passion for delivering exceptional service and a proactive approach to problem‑solving.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams.
• Adaptability: Thrives in a dynamic environment where priorities can shift quickly.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the impact you make for our clients. As a Senior Customer Implementation & Success Specialist, you will:

• Gain in‑depth knowledge of AI voice technology and its application in healthcare.
• Develop expertise in healthcare operations, patient engagement strategies, and regulatory compliance.
• Build a strong foundation in project management, data analytics, and customer success best practices.
• Participate in mentorship programs with senior leaders in product, engineering, and sales.
• Access a generous training budget to pursue certifications, workshops, and conferences related to AI, healthcare, or customer success.
• Advance into roles such as Implementation Manager, Customer Success Lead, Product Manager, or Technical Solutions Architect.

Work Environment & Company Culture

Our culture at brighthush is built on curiosity, collaboration, and a relentless pursuit of excellence. We value:

• Growth Mindset: We celebrate learning from failures and turning challenges into opportunities.
• Transparency: Open communication, honest feedback, and shared decision‑making.
• Innovation: A safe space to experiment, prototype, and iterate on new ideas.
• Fun & Balance: From late‑night karaoke sessions to annual off‑site retreats, we know how to work hard and play hard.
• Inclusivity: A diverse team that respects different perspectives and fosters belonging.

We offer flexible work arrangements—remote, office, or hybrid—so you can design a schedule that fits your lifestyle while staying connected with your teammates.

Compensation & Benefits

While specific figures are tailored to experience and role level, we provide a competitive salary package that includes:

• Base salary commensurate with market rates for customer success and implementation roles.
• Performance‑based bonuses tied to client satisfaction, adoption metrics, and project delivery.
• Health, dental, and vision insurance options.
• Private medical care coverage and a Multisport card for wellness activities.
• Annual off‑site retreat and team‑building events.
• Comprehensive training budget and access to industry conferences.
• Flexible working hours and the ability to work from home or our office.
• Structured onboarding program and ongoing mentorship.

How to Apply

If you are ready to join a forward‑thinking team that is changing the face of patient communication, we encourage you to apply today. Please submit your resume, a cover letter detailing your relevant experience, and any portfolio or case studies that showcase your implementation or customer success achievements.

Our Recruitment Process

We value a respectful, collaborative hiring experience that reflects our company culture. The process typically takes 2–4 weeks and includes:

• Initial Contact: Our recruiting team will reach out via email or phone to schedule a brief introductory conversation.
• Phone Screening: A 10–15 minute call to discuss your background, motivations, and fit for the role.
• First Interview (Online): A 45–60 minute session with the Implementation & Success Lead to assess technical skills and cultural fit.
• Second Interview (Online – Case Study): A 60–90 minute workshop where you will walk through a real‑world implementation scenario and demonstrate problem‑solving abilities.
• Reference Check: We will contact your provided references to validate your experience and performance.
• Offer & Onboarding: Successful candidates will receive a formal offer and a detailed onboarding schedule.

Join brighthush and Make a Difference

At brighthush, you will be part of a mission‑driven team that is transforming patient access to care across the United States. Your work will help clinics reduce wait times, improve patient satisfaction, and streamline operations—all while advancing the frontier of AI in healthcare.

Ready to bring your expertise to a role that blends technology, customer success, and healthcare impact? Apply now and help us shape the future of patient communication.