Senior Customer Success Executive – Championing Adoption, Retention, and Sustainable Growth for B2B SaaS Healthcare Solutions & EHR Integration at brighthush

Welcome to brighthush – Where Innovation Meets Compassion in Healthcare

At brighthush, we believe that the future of patient care is built on collaboration, data, and trust. Our cloud‑based platform brings real‑time, secure communication to the fingertips of hospitals, health systems, specialty practices, and community clinics. By seamlessly integrating with electronic health record (EHR) systems, we empower clinicians to turn data into actionable insights while staying fully compliant with the most stringent privacy and security standards. If you are passionate about transforming healthcare through technology and want to be part of a mission‑driven team, brighthush is the place for you.

Role Overview – Your Impact as a Senior Customer Success Executive

As a Senior Customer Success Executive, you will be the primary advocate for our clients, ensuring they achieve their desired outcomes while driving adoption of our platform. Your day‑to‑day focus will include:

Client Relationship Stewardship

• Build deep, trust‑based relationships with key stakeholders across multiple healthcare organizations.
• Serve as the single point of contact for strategic initiatives and escalation points.
• Act as a trusted advisor, helping clients navigate challenges and seize new opportunities.

Strategic Account Planning

• Develop and execute comprehensive account plans that align with client goals.
• Identify upsell and cross‑sell opportunities, forecast revenue growth, and present data‑driven recommendations.
• Collaborate with Sales and Product to align on market positioning and feature roadmaps.

Product Adoption & Optimization

• Champion best practices for platform usage through workshops, webinars, and on‑site training.
• Collect and analyze usage data to identify adoption gaps and recommend actionable improvements.
• Work closely with Product and Engineering to tailor solutions to client needs.

Data‑Driven Insights

• Leverage analytics tools such as Salesforce, Gainsight, and custom dashboards to monitor usage and health metrics.
• Translate data into clear, compelling stories that inform strategy and drive decision‑making.
• Present findings to executive stakeholders and influence product direction.

Integration & Implementation Support

• Collaborate with technical teams to ensure seamless EHR integrations and smooth onboarding of new clients.
• Provide guidance on interoperability standards (HL7, FHIR) and data privacy regulations (HIPAA).
• Act as a liaison between clients and our implementation partners.

Customer Advocacy

• Serve as the voice of the customer within brighthush, feeding insights back to Product, Engineering, and Marketing.
• Champion client success stories in internal and external communications.
• Advocate for product enhancements that deliver maximum value to our customers.

Renewal & Retention Leadership

• Lead renewal negotiations, mitigating churn risks and securing long‑term contracts.
• Develop retention strategies that align with client objectives and market trends.
• Track renewal metrics and report on the health of the portfolio.

Cross‑Functional Collaboration

• Partner with Sales, Product, Marketing, and Support to deliver a cohesive customer experience.
• Coordinate with Finance on pricing and contract terms.
• Facilitate cross‑team workshops to align on goals and deliverables.

Key Success Metrics – How We Measure Your Impact

In this role, your performance will be measured by:

• Customer satisfaction scores (CSAT, NPS) and trend improvements.
• Adoption rates and usage depth across key features.
• Renewal rates, churn reduction, and expansion revenue.
• Time‑to‑value for new clients and overall portfolio health.
• Impact of data‑driven insights on client strategy and product roadmap.

Essential Qualifications – What You Need to Succeed

To thrive as a Senior Customer Success Executive at brighthush, you should bring:

• Bachelor’s degree in Healthcare Administration, Business, Marketing, or a related field.
• Minimum of 8 years of client success or account management experience in B2B SaaS healthcare.
• Proven track record of driving product adoption and revenue growth in a complex, regulated environment.
• Deep understanding of EHR systems, interoperability standards (HL7, FHIR), and healthcare data privacy regulations (HIPAA).
• Advanced proficiency with SaaS platforms, customer success tools (Salesforce, Gainsight), and data analytics.
• Exceptional communication, presentation, and negotiation skills.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Experience working with cross‑functional teams and managing stakeholder expectations.

Preferred Qualifications – Extra Credentials That Set You Apart

We’ll be even more excited if you also have:

• Experience in a healthcare technology company that serves hospitals, health systems, or specialty practices.
• Background in project management or implementation consulting.
• Knowledge of healthcare reimbursement models and payer‑provider dynamics.
• Certifications in Customer Success (CSM), Salesforce, or related fields.
• Fluency in additional languages commonly used in the U.S. healthcare market.

Skills & Competencies – The DNA of Success at brighthush

Success at brighthush requires a blend of technical acumen, strategic thinking, and interpersonal finesse:

• Customer‑Centric Mindset: Passion for solving client challenges and delivering measurable value.
• Strategic Vision: Ability to see the big picture and translate it into actionable account plans.
• Data Literacy: Comfort with dashboards, metrics, and turning numbers into stories.
• Technical Fluency: Familiarity with SaaS architecture, API integrations, and EHR workflows.
• Leadership & Influence: Skill in guiding cross‑functional teams and influencing decision makers.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Strong teamwork orientation and a collaborative spirit.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, we believe that your professional growth is as important as the impact you deliver. As a Senior Customer Success Executive, you will:

• Progress to a Director of Customer Success or VP of Customer Experience role.
• Lead strategic initiatives that shape product roadmaps and market positioning.
• Mentor junior team members and contribute to a culture of knowledge sharing.
• Participate in industry conferences, webinars, and thought‑leadership panels.
• Access a robust learning platform with courses on healthcare technology, leadership, and data analytics.
• Earn certifications and credentials that enhance your professional profile.

Work Environment & Culture – A Remote, Inclusive, and Innovative Workplace

brighthush is a fully remote organization that values flexibility, transparency, and work‑life balance. Our culture is built on:

• Inclusive Collaboration: Regular virtual town halls, team‑building events, and open communication channels.
• Innovation‑Driven: Encouragement to experiment, propose new ideas, and iterate quickly.
• Employee Well‑Being: Mental health resources, wellness stipends, and flexible scheduling.
• Community Impact: Partnerships with non‑profits and initiatives that improve patient care.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits – A Competitive Total Rewards Package

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: Market‑competitive, commensurate with experience.
• Performance Bonus: Quarterly incentives tied to client success metrics and company goals.
• 401(k) Matching: Up to 4% company match.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Paid Time Off: Generous PTO, sick leave, and a flexible holiday schedule.
• Professional Development: Reimbursement for certifications, conferences, and courses.
• Remote Work Stipend: Monthly allowance for home office setup.
• Employee Assistance Program: 24/7 counseling and support services.

Why Join brighthush? – The Opportunity to Shape the Future of Healthcare Collaboration

At brighthush, you will be part of a mission‑driven team that is changing the way healthcare is delivered—one conversation at a time. You will:

• Work with a product that is at the forefront of secure, real‑time collaboration in healthcare.
• Influence the direction of a platform that is adopted by leading hospitals and health systems.
• Build lasting relationships with senior leaders in the healthcare industry.
• Drive measurable outcomes that directly improve patient care and operational efficiency.
• Grow your career in a company that values innovation, learning, and impact.

How to Apply – Take the Next Step in Your Career

If you are a seasoned customer success leader with a passion for healthcare technology, a knack for building lasting relationships, and a drive to help organizations transform their workflows, brighthush invites you to join our mission. Bring your expertise, curiosity, and commitment to excellence, and together we will shape the future of clinical collaboration.

Apply today and become a pivotal part of a team that is changing the way healthcare is delivered—one conversation at a time.