Senior Customer Success Account Manager – Strategic Healthcare Technology Partner Success Lead & Growth Champion – Driving Patient Transfer Innovation & Operational Excellence at brighthush

About brighthush

brighthush is a trailblazing force in the healthcare‑technology landscape, headquartered in Austin, TX. Our award‑winning mobile platform reimagines how acute‑care and behavioral‑health patients transition between facilities. By intelligently matching a patient’s clinical needs with the real‑time capabilities of hospitals, clinics, and specialty centers, we automate the entire transfer workflow. The result is a dramatic reduction in response times, improved patient outcomes, and a frictionless, transparent process for every provider.

At brighthush, we are on a mission to build a seamless, data‑driven ecosystem where every patient receives the right care at the right time, and every provider enjoys a frictionless, transparent process. We are driven by purpose, powered by technology, and committed to transforming the patient transfer experience across the United States and beyond.

Why This Role Matters

As the Senior Customer Success Account Manager at brighthush, you will be the linchpin that ensures our platform delivers on its promise of speed, safety, and satisfaction. Reporting directly to the Senior Director of Customer Success, you will own the end‑to‑end relationship with our most strategic healthcare partners—from bedside clinicians to C‑suite executives. Your work will directly influence patient outcomes, provider efficiency, and the overall growth trajectory of brighthush. In addition, you will mentor a high‑performing Customer Success team, shaping best practices that scale across the organization.

What You'll Do

In this dynamic role, you will:

• Strategic Account Ownership: Serve as the primary point of contact and trusted advisor for assigned healthcare facilities and corporate partners, cultivating long‑term, high‑value relationships.
• Success Planning: Develop and execute individualized success plans that align brighthush’s capabilities with each client’s clinical and operational goals.
• Voice of the Customer: Act as the voice of the customer within brighthush, translating feedback into product enhancements and service improvements.
• Onboarding & Adoption: Lead seamless onboarding experiences, ensuring that new users are trained, certified, and comfortable using the brighthush platform from day one.
• Revenue Growth: Collaborate closely with regional sales teams to identify upsell and cross‑sell opportunities, driving revenue growth within existing accounts.
• Data‑Driven Insight: Track key performance indicators (KPIs) such as transfer turnaround time, user adoption rates, and satisfaction scores; prepare and deliver monthly and quarterly business reviews that showcase ROI, highlight success stories, and outline next steps.
• Thought Leadership: Design and present compelling webinars, workshops, and in‑person sessions for sending and receiving facilities, showcasing new features and best practices.
• Team Mentorship: Coach junior Customer Success team members, sharing expertise in relationship management, data analysis, and strategic communication.
• Process Innovation: Identify operational bottlenecks and champion process improvements that increase efficiency, reduce churn, and elevate the overall client experience.
• Cross‑Functional Collaboration: Partner with product, engineering, and operations leadership to refine account management workflows and ensure alignment with company objectives.

Key Responsibilities

Strategic Account Ownership

• Serve as the primary point of contact and trusted advisor for assigned healthcare facilities and corporate partners, cultivating long‑term, high‑value relationships.
• Develop and execute individualized success plans that align brighthush’s capabilities with each client’s clinical and operational goals.
• Act as the voice of the customer within brighthush, translating feedback into product enhancements and service improvements.

Adoption, Onboarding, and Expansion

• Lead seamless onboarding experiences, ensuring that new users are trained, certified, and comfortable using the brighthush platform from day one.
• Collaborate closely with regional sales teams to identify upsell and cross‑sell opportunities, driving revenue growth within existing accounts.
• Monitor adoption metrics, intervene proactively when usage lags, and implement targeted enablement initiatives to boost engagement.

Data‑Driven Insight & Reporting

• Track key performance indicators (KPIs) such as transfer turnaround time, user adoption rates, and satisfaction scores.
• Prepare and deliver monthly and quarterly business reviews that showcase ROI, highlight success stories, and outline next steps.
• Utilize brighthush’s analytics tools to forecast account health, identify risk factors, and recommend corrective actions.

Thought Leadership & Education

• Design and present compelling webinars, workshops, and in‑person sessions for sending and receiving facilities, showcasing new features and best practices.
• Develop educational content—playbooks, quick‑start guides, and video tutorials—that empowers users to extract maximum value from the platform.
• Represent brighthush at industry conferences, webinars, and roundtables, positioning the company as a thought leader in patient transfer technology.

Team Mentorship & Process Innovation

• Coach junior Customer Success team members, sharing expertise in relationship management, data analysis, and strategic communication.
• Identify operational bottlenecks and champion process improvements that increase efficiency, reduce churn, and elevate the overall client experience.
• Partner with product, engineering, and operations leadership to refine account management workflows and ensure alignment with company objectives.

Essential Qualifications

• Education: Bachelor’s degree in Business, Healthcare Administration, Information Technology, or a related field.
• Industry Experience: Minimum 5 years of proven success in healthcare account management, customer success, or a closely related discipline.
• Executive Presence: Exceptional verbal and written communication skills, with a demonstrated ability to influence senior leaders and multidisciplinary teams.
• Strategic Execution: Strong project‑management capabilities, including the ability to juggle multiple accounts, meet tight deadlines, and maintain meticulous attention to detail.
• Results‑Driven Mindset: Track record of meeting or exceeding revenue targets, improving client satisfaction scores, and delivering measurable business outcomes.
• Technical Proficiency: Advanced PC skills, extensive experience with CRM platforms (e.g., brighthush, brighthush), and proficiency in brighthush Office Suite.

Preferred Qualifications

• Master’s degree or advanced certifications in healthcare informatics, project management (PMP), or customer success.
• Hands‑on experience with SaaS platforms in the health‑tech space, particularly those focused on patient flow, telehealth, or care coordination.
• Familiarity with HIPAA compliance, data security standards, and clinical workflow integration.
• Demonstrated ability to lead virtual teams and manage remote client relationships across multiple time zones.
• Fluency in a second language (Spanish, French, etc.) to support diverse client populations.

Core Skills & Competencies

• Relationship Building: Ability to earn trust quickly, understand client pain points, and co‑create solutions.
• Analytical Thinking: Comfort interpreting data dashboards, extracting insights, and translating them into actionable recommendations.
• Presentation Excellence: Skilled at delivering compelling, audience‑tailored presentations both virtually and in person.
• Problem Solving: Proactive in identifying issues, developing creative work‑arounds, and escalating when necessary.
• Collaboration: Strong cross‑functional partnership skills, working seamlessly with sales, product, engineering, and operations.
• Adaptability: Thrives in a fast‑moving startup environment where priorities shift and new challenges emerge daily.

Career Growth & Learning Opportunities

brighthush is committed to investing in its people. As a senior member of the Customer Success organization, you will have access to:

• Leadership development programs that prepare you for Director‑level responsibilities.
• Mentorship from senior executives who have built successful health‑tech enterprises.
• Continuous learning stipends for certifications, conferences, and industry workshops.
• Opportunities to contribute to product roadmap discussions, influencing the next generation of patient‑transfer technology.
• A clear promotion pathway that rewards impact, innovation, and the ability to scale brighthush’s success across new markets.

Work Environment & Culture at brighthush

We believe that great work stems from a supportive, inclusive, and purpose‑driven environment. At brighthush you will experience:

• Remote‑First Flexibility: While the role is remote, we provide a home‑office stipend, ergonomic equipment recommendations, and a virtual “water cooler” for informal connection.
• Mission‑Centric Culture: Every team member is aligned around improving patient outcomes and easing the burden on healthcare providers.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with employee resource groups and inclusive hiring practices.
• Collaborative Spirit: Regular cross‑departmental “innovation sprints” where ideas are Apply for this job