Senior Customer Success Executive – Healthcare Technology & Operations – Outcome Ownership & Revenue Expansion Lead
About brighthush and the Future of Healthcare Technology
brighthush is a trailblazing provider of cloud‑based, data‑driven solutions that empower health plans, payers, and providers to deliver better care, reduce costs, and drive measurable business outcomes. With a portfolio that spans claims, enrollment, utilization management, and advanced analytics, brighthush is at the forefront of the digital transformation sweeping the healthcare industry. Our mission is to help our customers turn complex data into actionable insights, streamline operations, and create sustainable value for patients, payers, and providers alike.
As the Senior Customer Success Executive (CSE), you will be the linchpin that ensures our customers realize the full promise of their investment in brighthush. You will own the end‑to‑end journey of each account, from defining success metrics that align with their strategic goals to orchestrating cross‑functional teams that deliver tangible results. This is not a traditional relationship‑management role; it is a high‑impact, outcome‑ownership position that drives retention, expansion, and advocacy.
Key Responsibilities – Outcome‑Focused Leadership
In this role, you will be accountable for four strategic pillars that underpin our customer success strategy. Your day‑to‑day work will revolve around these outcome areas, ensuring that every customer receives the value they expect and that brighthush continues to grow through upsell and advocacy.
1. Customer Outcomes
- Develop and Own Success Plans: Create a customized Customer Success Plan for each account, tying the plan directly to the customer’s business objectives rather than brighthush’s internal delivery milestones.
- Quarterback Execution: Lead cross‑functional execution across Delivery, Operations, Technology, and Product. Own the outcome even when the tasks are performed by others.
- Translate Platform Value: Convert brighthush platform capabilities into language, evidence, and outcome metrics that resonate with customer executives and decision‑makers.
2. Customer Retention & Referenceability
- Proactive Risk Management: Detect account risk before it becomes a problem. Identify signals, act swiftly, and resolve issues before they are escalated.
- Path to Green: Own the “Path to Green” plan for every at‑risk account, setting named owners, dated milestones, and measurable outcomes. Own the plan, not just status updates.
- Advocate Development: Convert satisfied customers into active advocates. Design and execute reference‑development plans that showcase success stories and drive new business.
3. Customer Revenue Expansion
- Identify Growth Opportunities: Spot multi‑product and cross‑sell opportunities that align with each customer’s strategic direction and target business outcomes.
- Seamless Handoff to Sales: Partner with Sales to ensure expansion opportunities are transferred cleanly, with no gaps in the handoff process.
- Commercial Framing: Maintain an up‑to‑date view of each customer’s strategic roadmap, contract terms, SLAs, pricing mechanics, and renewal dates. Bring commercial framing to every escalation.
4. Data & Reporting Discipline
- Maintain Data Integrity: Keep health scoring, CRM records, and success plans accurate, complete, and audit‑ready at all times.
- Contribute to Consolidated Reporting: Provide data that feeds into leadership dashboards, ensuring a trusted single source of truth.
- Proactive Gap Management: Flag data gaps or health score discrepancies before they become surprises.
Essential Qualifications – Proven Outcome Ownership
- 10+ Years of Experience: In health plan operations, healthcare consulting, or healthcare technology/services, serving or operating within enterprises of $1B+ revenue or equivalent‑scale health plans.
- Outcome Ownership: Demonstrated ownership of customer outcomes through challenging situations such as turnaround, escalation, or at‑risk retention, with accountability to measurable health, retention, or renewal targets.
- Team Leadership: Proven ability to deliver results through teams that you do not directly manage.
Preferred Qualifications – Deep Domain & Technical Fluency
- Health Plan Operations Expertise: End‑to‑end knowledge of claims, enrollment, billing, provider/network data, utilization management, and the regulatory environment (CMS, state programs).
- Commercial Fluency: Understanding of contracting, vendor dynamics, and SLA structures.
- BPaaS or Managed‑Services Delivery: Experience in a managed‑services environment, especially in turning distressed accounts back to health.
- Project & Workstream Management: Track record of managing projects with named owners, dates, and dependencies through completion.
- Technical Proficiency: Deep experience with at least one enterprise‑class core administration or payer platform (e.g., Facets, QNXT, HealthRules® Payer, or comparable systems). Familiarity with brighthush product suite is a strong plus; if absent, fluency with HRP‑suite within 6 months is expected.
- AI & Modern Tools: Daily use of AI tools (e.g., Claude) and modern work tools to drive adoption and efficiency.
- Leadership Experience: Executive or senior‑leadership role in a healthcare environment.
- Vendor‑Side Experience: Having been the customer in a vendor relationship is a differentiator.
- PE‑Backed or Turnaround Experience: Exposure to private‑equity‑backed, transformation, or turnaround environments.
- Implementation Experience: Hands‑on exposure to system implementation, platform migration, or major upgrade from any seat—testing, data conversion, cutover support, training, or PMO.
Skills & Competencies for Success
- Proactive, Not Reactive: Anticipate challenges and act before they become crises.
- Accountability Ownership: Own the outcome, not just the tasks.
- Influence Without Authority: Drive cross‑functional teams to deliver results.
- Strategic Communication: Communicate directly and with a plan, ensuring clarity across all stakeholders.
- Composure Under Pressure: Maintain confidence and calm in high‑stakes situations.
- Analytical Thinking: Translate data into actionable insights.
- Customer‑Centric Mindset: Put the customer’s success at the center of every decision.
Career Growth & Learning Opportunities
At brighthush, we believe that the growth of our people is the key to our success. As a Senior CSE, you will:
- Lead High‑Impact Projects: Own complex, cross‑functional initiatives that shape the future of healthcare technology.
- Mentor Emerging Leaders: Coach junior CSEs and build a high‑performing team.
- Shape Strategy: Contribute to the evolution of our customer success framework and product roadmap.
- Continuous Learning: Access to industry conferences, certifications, and internal knowledge‑sharing sessions.
- Career Path: Potential progression to Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.
Work Environment & Company Culture at brighthush
brighthush thrives on a culture of innovation, collaboration, and accountability. Our remote‑first environment offers flexibility while fostering strong teamwork through regular virtual huddles, cross‑departmental projects, and a robust digital collaboration platform. We celebrate diversity, equity, and inclusion, and we are committed to creating a workplace where every voice is heard and every idea can flourish.
Compensation, Perks, and Benefits
While specific compensation will be determined during the interview process, the annual US base salary range for this position is $146,000 to $179,000. In addition to competitive base pay, you can expect:
- Performance‑Based Bonuses: Up to 20% of base salary tied to customer success metrics.
- Health & Wellness: Comprehensive medical, dental, and vision plans, along with a generous 401(k) match.
- Remote Work Flexibility: Fully remote role with a stipend for home office setup.
- Professional Development: Paid certifications, conference attendance, and internal training.
- Paid Time Off: Generous PTO, sick leave, and paid holidays.
- Employee Assistance Program: Confidential counseling and support services.
How to Apply – Join the brighthush Team
If you are a seasoned customer success leader with a passion for healthcare technology and a proven track record of driving outcomes, we want to hear from you. Submit your application through our careers portal and let’s explore how you can help shape the future of healthcare with brighthush.
Closing – Why brighthush?
At brighthush, you will be part of a mission‑driven organization that is redefining how health plans and providers operate in a data‑rich world. Your expertise will directly influence the success of our customers, the growth of our business, and the health of the entire industry. If you thrive in a fast‑paced, outcome‑oriented environment and are ready to take ownership of customer success at the highest level, we invite you to apply today.