Senior Customer Success Advisor – Remote (US) – Healthcare SaaS & Clinical Scheduling Solutions

About brighthush and the Healthcare SaaS Landscape

brighthush is a pioneering force in the health‑IT ecosystem, delivering cutting‑edge clinical communication and physician scheduling solutions that empower hospitals, ambulatory practices, and health systems to streamline workflows, reduce provider burnout, and accelerate patient care. Founded in 1997, brighthush has grown from a niche startup to a market leader, boasting a robust portfolio of 30,000+ customers and a revenue stream that surpasses $100 million annually. Our mission is simple yet profound: to accelerate speed to care by optimizing provider schedules and routing communications—messages, pages, calls, and alerts—to the right place at the right time, no matter where care is delivered.

Industry recognition speaks volumes about our impact. In 2026, brighthush was named the highest in execution and furthest in vision in the Gartner Magic Quadrant for Clinical Communication and Collaboration, cementing our status as the segment leader. That same year, we earned two Best‑in‑KLAS awards—one for physician scheduling and another for ambulatory clinical communications—adding to an impressive tally of 11 Best‑in‑KLAS accolades over the past nine years.

At brighthush, you’ll join a collaborative team of seasoned professionals who are constantly pushing the envelope. Whether you’re brainstorming AI‑driven enhancements, refining existing workflows, or partnering with customers to uncover new opportunities, your work will directly influence the future of healthcare delivery. If you’re looking for a well‑established, tech‑forward organization that values smart, purpose‑driven work, brighthush is the place for you.

Role Overview: Customer Success Advisor

The Customer Success Advisor (CSA) is the linchpin of our customer relationships, owning the day‑to‑day engagement with a portfolio of brighthush clients, primarily focused on our Lightning Bolt Scheduling platform. You will build trusted partnerships, drive adoption, optimize workflows, and ensure customers realize maximum value from our solutions. Your influence extends beyond customer interactions—you’ll collaborate with cross‑functional teams to resolve issues, identify upsell opportunities, and shape product enhancements that resonate with real‑world clinical needs.

Key Responsibilities

• Advocate for customers and end users within brighthush, ensuring their voices shape product development and service delivery.
• Establish and nurture day‑to‑day relationships with stakeholders across the customer organization, from executive sponsors to department leaders and practice administrators.
• Partner with customers to fully leverage Lightning Bolt Scheduling, translating business goals into actionable scheduling strategies.
• Develop deep expertise in scheduling processes, clinical workflows, and how Lightning Bolt Scheduling can transform them.
• Utilize Salesforce, Zendesk, Pendo, and Looker to monitor utilization, adoption trends, service request data, and account health; proactively identify risks and drive resolution.
• Lead process improvement and optimization initiatives that deliver measurable value to customers.
• Own and resolve escalated service issues, coordinating with internal teams to ensure timely, effective outcomes.
• Collaborate with Account Executives and Technical Consultants to create and execute comprehensive customer account plans.
• Support renewal readiness and account health by coordinating with Account Executives or Senior Contract Specialists; for select lower‑tier accounts, manage renewal paperwork and Salesforce opportunity updates.
• Drive retention and renewal efforts, keeping renewal risks visible and coordinating next steps based on account tier and customer needs.
• Engage lower‑ARR accounts through virtual outreach, scalable messaging, and in‑app communications to keep them informed and connected to product value.
• Partner with internal teams across brighthush to coordinate customer‑facing work and keep commitments moving forward.
• Maintain accurate customer documentation, meeting notes, and key account intelligence in Salesforce and Confluence.
• Travel to client sites as needed to support onboarding, training, adoption, and optimization initiatives.

Success Factors

• Strong technical aptitude and the ability to apply Lightning Bolt Scheduling to solve complex customer challenges.
• A proactive, ownership‑driven mindset with the capacity to anticipate customer needs and act decisively.
• A consultative approach to customer engagement, guiding customers toward best‑practice solutions.
• Exceptional ability to manage multiple priorities in high‑pressure environments.
• Proven track record of building and sustaining strong professional relationships.
• Critical‑thinking and problem‑solving skills that drive continuous improvement.
• Excellent written, verbal, and documentation skills.
• Commercial judgment to recognize renewal risk, support tier‑appropriate renewal activity, connect customer needs to growth opportunities, and partner effectively with Account Executives or Senior Contract Specialists.
• Customer‑focused ownership, follow‑through, and professionalism when supporting complex or sensitive account needs.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, Professional Services, or a related customer‑facing role.
• 2+ years of experience supporting SaaS products; healthcare software experience strongly preferred.
• Experience with scheduling workflows, clinical operations, or healthcare operations preferred.
• Proficiency with CRM, support ticketing, analytics, or customer engagement tools such as Salesforce, Zendesk, Looker, Pendo, or similar platforms.
• Excellent verbal and written communication skills.
• Availability to travel up to 25% of the time.

Preferred Qualifications

• Background in healthcare operations, clinical informatics, or health‑IT consulting.
• Experience with AI‑driven workflow automation and predictive analytics.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to enterprise‑scale SaaS implementations in a multi‑tenant environment.
• Strong analytical skills with the ability to translate data into actionable insights.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strategic thinking and the ability to translate business objectives into technical solutions.
• Project management skills, including the ability to coordinate cross‑functional initiatives.
• Adaptability and resilience in a fast‑paced, evolving industry.
• Proficiency in using collaboration tools (Slack, Teams, Confluence) and data visualization platforms.
• Strong interpersonal skills, capable of influencing stakeholders at all levels.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a culture of continuous learning and advancement. As a CSA, you’ll have access to:

• Structured mentorship programs with senior leaders in product, engineering, and sales.
• Regular training on emerging technologies, industry trends, and regulatory changes.
• Opportunities to lead cross‑functional initiatives that shape product roadmaps.
• Clear pathways to senior CSA, Customer Success Manager, or Product Specialist roles.
• Participation in industry conferences, webinars, and thought‑leadership panels.

Work Environment & Company Culture

brighthush thrives on a culture that values transparency, innovation, and collaboration. Our remote‑first approach empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Open‑door communication channels with leadership.
• Inclusive decision‑making processes that welcome diverse perspectives.
• Regular hackathons and innovation sprints that encourage creative problem‑solving.
• Community outreach initiatives that give back to the healthcare ecosystem.

Compensation & Benefits

We believe in fair, transparent compensation that reflects your expertise and the value you bring to brighthush. While the base salary for this role starts at $70,000 USD plus incentives, the total package is tailored to your background, strengths, and potential for growth. In addition to competitive pay, we offer:

• Remote‑first work environment with flexible scheduling.
• Comprehensive health, dental, vision, life, and disability insurance from day one.
• 401(k) plan with company match and immediate vesting.
• 17 company holidays, 2 floating holidays, and a competitive paid time‑off policy.
• Internal advancement opportunities and a clear career ladder.
• Access to cutting‑edge tools, training resources, and professional development budgets.
• Employee wellness programs, including mental health support and fitness stipends.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redef Apply for this job