Senior Customer Success Executive – Clinical Solutions & Implementation Lead (Mid‑West & West Coast) – Driving AI‑Enhanced Healthcare Innovation at brighthush

About brighthush

brighthush stands at the forefront of research and information services, redefining how institutions, clinicians, and innovators discover, access, and apply knowledge. With a global footprint spanning more than 70 countries and a vibrant community of over 2,700 professionals, we empower libraries, universities, healthcare systems, and corporate research teams to unlock insights that accelerate innovation, improve patient outcomes, and elevate learning experiences. Our culture is built on curiosity, collaboration, and an unwavering commitment to delivering a seamless, AI‑enhanced research journey. At brighthush, we believe that every question deserves a reliable answer, and every answer should arrive exactly when, where, and how it is needed.

Why This Role Matters

As the Senior Customer Success Executive for Clinical Solutions, you will be the linchpin between brighthush’s cutting‑edge Clinical Decisions platform and the healthcare organizations that rely on it. Your strategic guidance will shape the customer journey from the first handshake to long‑term adoption, ensuring that each client not only realizes measurable value but also becomes a champion of our solutions. By driving adoption, fostering engagement, and unlocking growth opportunities, you will directly influence the success of our customers and the continued expansion of brighthush’s market leadership.

Key Responsibilities

• Strategic Value Alignment – Conduct deep dives into each customer’s Value Hypothesis, translate business objectives into actionable product roadmaps, and set clear, measurable KPIs. Serve as a trusted advisor, offering proactive recommendations that enhance outcomes and demonstrate tangible ROI.
• End‑to‑End Onboarding & Enablement – Design and execute comprehensive onboarding plans that cover change management, training, and adoption. Collaborate closely with the Clinical Implementation team to ensure seamless configuration, integration, and go‑live readiness.
• Technical Implementation Leadership – Own the full implementation lifecycle for Clinical Decisions products. Guide customers through complex integrations with EHR systems, SSO via SAML and SMART on FHIR, HL7 Infobuttons, and Mobile Device Management. Manage timelines, resources, and budgets to hit project milestones.
• Progress Monitoring & Reporting – Track implementation health, identify risks, and mitigate issues. Deliver regular status updates to stakeholders, adjust plans proactively, and maintain a transparent communication cadence.
• Train‑the‑Trainer & Knowledge Transfer – Develop and deliver training modules for superusers, administrators, and end‑users. Empower internal champions with self‑service resources, ensuring sustained product utilization and user confidence.
• Ongoing Success & Growth Management – Craft data‑driven engagement strategies that sustain usage and satisfaction. Conduct business reviews, uncover upsell/cross‑sell opportunities, and manage the renewal process to secure retention and expansion.

Essential Qualifications

• Bachelor’s degree in Health Administration, Information Technology, or a related discipline.
• Minimum of 5 years of experience in project management, customer engagement, success, marketing, or support roles within the healthcare sector.
• Deep understanding of clinical workflows, EHR systems, and SSO authentication protocols.
• Hands‑on medical or clinical experience that provides a clear grasp of healthcare operations.
• Proven track record of managing complex implementation projects from inception to successful adoption.
• Exceptional written and oral communication, interpersonal, and problem‑solving skills.
• Ability to work autonomously and thrive within a cross‑functional, POD‑style team.
• Fully remote role – must be able to work across time zones and travel up to 40% of the time for implementation projects.

Preferred Qualifications

• 7+ years of project management experience specifically within the healthcare industry.
• Background in clinical informatics or deep knowledge of healthcare industry trends, regulations, and best practices.
• Strong analytical skills with the ability to identify and address issues during adoption and ongoing success.
• Experience collaborating with cross‑functional teams and external partners to achieve project objectives.
• Excellent writing, proofreading, and engagement campaign execution skills.
• PMP or similar project management certification.

Skills & Competencies

• Strategic Thinking – Translate business goals into actionable plans.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences.
• Technical Acumen – Comfortable navigating EHR integrations, SSO, and data standards.
• Project Management – Skilled in scope definition, scheduling, budgeting, and risk mitigation.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Collaboration – Thrive in a fast‑paced, cross‑functional environment.
• Adaptability – Comfortable with change, ambiguity, and evolving customer needs.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Success Executive, you will:

• Progress to senior CSM or Customer Success Manager roles, overseeing larger accounts and leading high‑impact teams.
• Transition into product management or strategy roles, leveraging deep customer insights to shape product direction.
• Participate in leadership development programs, mentorship, and industry conferences.
• Access continuous learning resources, including certifications in project management, healthcare informatics, and customer success frameworks.
• Benefit from a culture that rewards initiative, innovation, and knowledge sharing.

Work Environment & Culture at brighthush

brighthush champions a hybrid work model that balances remote flexibility with intentional in‑person collaboration. Our culture is defined by:

• Innovation – We encourage experimentation and reward creative problem‑solving.
• Inclusivity – Diverse perspectives are celebrated, and every voice is heard.
• Collaboration – Cross‑functional teams work together to deliver value to our customers.
• Transparency – Open communication and data‑driven decision making guide our actions.
• Well‑being – We support mental and physical health through flexible schedules, wellness programs, and generous time‑off policies.

Compensation & Benefits

Competitive salary range: $82,020 – $117,170 per year (based on experience, qualifications, and location). In addition to base pay, brighthush offers:

• Health, dental, vision, life, and disability insurance.
• Flexible spending accounts for medical and dependent care.
• 401(k) retirement savings plan with company match.
• Paid parental leave and generous paid time off (PTO) policy.
• Paid holidays and a flexible work schedule.
• Mentoring program and career coaching.
• Access to a wide range of professional development resources.
• Employee recognition and incentive programs.

How to Apply

Ready to make an impact? Join brighthush and help shape the future of research and clinical decision support. Submit your application through our careers portal or click the link below to apply directly.