Senior Customer Success Executive – Mid‑West Clinical Solutions & Implementation Lead

About brighthush and the Future of Research

At brighthush, we are redefining how knowledge is discovered, accessed, and applied. Our AI‑powered discovery platform brings together the world’s most trusted research content and the cutting‑edge technology that makes it instantly actionable for scholars, clinicians, and decision‑makers. With a global footprint that spans more than 2,700 passionate professionals, brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. We believe that every question deserves a reliable answer, and we are committed to delivering that answer wherever, whenever, and however our users need it.

Your Opportunity

As a Senior Customer Success Executive for the Mid‑West region, you will be the linchpin that transforms new customers into long‑term partners. You will partner with clinical decision‑support clients to ensure seamless onboarding, robust product adoption, and sustained value realization. Acting as the primary post‑sale advocate, you will collaborate with Sales, Marketing, Product, and Editorial teams to orchestrate a customer journey that is both strategic and deeply personalized.

Based in the Chicago or Denver area, you will travel up to 40% of the time to support implementation projects across the North Midwest and West Coast. Your role will be fully remote, but you will need to be comfortable working across multiple time zones and engaging with stakeholders in person when required.

Key Responsibilities

Drive Value & Strategic Alignment

• Analyze each customer’s Value Hypothesis and align brighthush product capabilities to their stated needs and success metrics.
• Define clear timelines and KPIs that guide value realization from day one.
• Serve as a trusted advisor, proactively recommending enhancements that elevate outcomes and demonstrate tangible product impact.

Lead Onboarding & Enablement

• Set onboarding goals, deliver change‑management support, and coordinate with the Clinical Implementation team.
• Champion awareness campaigns and provide in‑depth product training to ensure users understand key features and use cases.
• Empower internal product champions and share self‑service resources to accelerate internal adoption.

Support Technical Implementation

• Own the end‑to‑end onboarding process for brighthush Clinical Decision products.
• Guide customers through configuration and integration, including EHR integration, toolbar links, IdP SSO via SAML and SMART on FHIR, HL7 Infobutton, and Mobile Device Management (MDM).
• Manage implementation timelines, resources, and budgets to meet project milestones.
• Monitor and report on implementation progress, identifying and mitigating risks as needed.
• Track and report on key performance indicators to evaluate implementation success.
• Deliver “Train the Trainer” sessions to superusers, administrators, and end‑users, maximizing product utilization.

Ensure Ongoing Success & Growth

• Deploy proactive, data‑driven engagement strategies that sustain usage and satisfaction throughout the customer lifecycle.
• Monitor product usage against KPIs and intervene strategically to prevent churn and promote growth.
• Conduct regular business reviews to track performance, address evolving needs, and identify upsell/cross‑sell opportunities.
• Manage the renewal process and align internal teams to secure customer retention and expansion.

Essential Qualifications

• Bachelor’s degree in Health Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in project management, customer engagement, success, marketing, or support roles.
• Strong understanding of clinical workflows, EHR systems, and SSO authentication protocols.
• Medical experience that provides a clear understanding of clinical workflow.
• Proven track record of successfully managing complex implementation projects.
• Excellent written and oral communication, interpersonal, and problem‑solving skills.
• Ability to work independently and as part of a POD‑style team.
• Fully remote role with the ability to work across time zones and travel up to 40% of the time.

Preferred Qualifications & What Sets You Apart

• 7+ years of experience in project management within the healthcare industry.
• Background in clinical informatics and knowledge of healthcare industry trends, regulations, and best practices.
• Strong analytical and problem‑solving 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.
• Exceptional writing, proofreading, and engagement campaign execution skills.
• PMP or similar project management certification is a plus.

Skills & Competencies for Success

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset with a passion for delivering measurable outcomes
• Technical Acumen – comfortable navigating complex IT ecosystems
• Data‑Driven Decision Making – proficiency in interpreting usage metrics and translating insights into action
• Project Management – adept at juggling multiple initiatives, timelines, and stakeholder expectations
• Communication Excellence – articulate, persuasive, and empathetic in all interactions
• Adaptability – thrives in a fast‑moving, evolving environment

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the solutions we deliver. As a Senior Customer Success Executive, you will:

• Progress to a Customer Success Leadership role, overseeing a regional team and shaping strategy.
• Take on cross‑functional projects that influence product development, marketing, and sales.
• Access continuous learning through internal workshops, industry conferences, and a generous tuition‑reimbursement program.
• Participate in mentorship programs that pair you with senior leaders across the organization.

Work Environment & Company Culture

brighthush champions a hybrid work model that balances remote flexibility with collaborative in‑office hubs. Our culture is built on:

• Inclusivity – diverse perspectives are celebrated and integrated into every decision.
• Innovation – we encourage experimentation and reward creative problem‑solving.
• Transparency – open communication channels keep everyone aligned and informed.
• Well‑being – comprehensive health plans, mental‑health resources, and wellness programs support our team’s holistic health.

Compensation & Benefits

Competitive base salary ranging from USD $82,020.00 to USD $117,170.00 per year, commensurate with experience and qualifications. In addition to a robust benefits package—including health, dental, vision, 401(k) with company match, paid time off, and flexible work arrangements—brighthush offers:

• Performance‑based bonuses and equity opportunities.
• Professional development stipend and access to industry certifications.
• Wellness initiatives such as gym memberships, meditation sessions, and ergonomic equipment.
• Annual team retreats and community service days.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping the research landscape. You will work alongside some of the brightest minds in technology and healthcare, driving tangible impact for clinicians and researchers worldwide. Your expertise will help shape the future of clinical decision support, ensuring that every user receives the most relevant, evidence‑based information at the point of care.

If you are a proactive, customer‑focused professional with a passion for technology, healthcare, and continuous improvement, we want to hear from you. Bring your experience, your curiosity, and your commitment to excellence, and help us transform lives by delivering reliable and relevant information—when, where, and how people need it.

Ready to Apply?

Take the next step in your career and apply today to become a pivotal part of brighthush’s Customer Success team. Together, we will empower research, elevate clinical practice, and make a lasting difference in the world.