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

About brighthush

brighthush is a global leader in research and information services, dedicated to transforming the way people discover, access, and apply knowledge. With a presence in more than 70 countries and a workforce of over 2,700 professionals, we empower libraries, universities, healthcare institutions, and corporate research teams to unlock insights that drive innovation, improve patient outcomes, and advance learning. Our culture is built on curiosity, collaboration, and a relentless commitment to delivering a seamless, AI‑enhanced research experience. At brighthush, we believe that every question deserves a reliable answer, and every answer should be delivered exactly when, where, and how it is needed.

Your Opportunity

As a Customer Success Executive (CSE) at brighthush, you will be the trusted partner for our Clinical Decisions customers across the Mid‑West and West Coast regions. You will guide them from the moment they sign on through full adoption, ensuring they realize tangible value from our solutions. Your influence will shape the customer journey, drive product usage, and unlock growth opportunities for both the client and brighthush.

Key Responsibilities

• Drive Value & Strategic Alignment – Review each customer’s Value Hypothesis, align product capabilities to their success metrics, and establish clear timelines and KPIs. Act as a strategic advisor, delivering proactive recommendations that enhance outcomes and demonstrate measurable impact.
• Lead Onboarding & Enablement – Define onboarding goals, deliver change‑management support, and coordinate with the Clinical Implementation team. Champion awareness campaigns, provide product training, and empower internal product champions with self‑service resources.
• Support Technical Implementation – Own the end‑to‑end onboarding process for Clinical Decisions products. Guide customers through configuration, integration with EHR systems, SSO via SAML and SMART on FHIR, HL7 Infobuttons, and Mobile Device Management. Manage timelines, resources, and budgets to meet project milestones.
• Monitor & Report Implementation Progress – Identify risks, mitigate issues, and track key performance indicators to evaluate success. Provide regular status updates to stakeholders and adjust plans as needed.
• Train the Trainer – Deliver training and support to superusers, administrators, and end‑users, ensuring maximum product utilization and user confidence.
• Ensure Ongoing Success & Growth – Develop data‑driven engagement strategies that sustain usage and satisfaction. Conduct business reviews, identify 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 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 or clinical experience that provides a clear understanding of healthcare workflows.
• Proven track record of managing complex implementation projects from inception to successful adoption.
• Excellent written and oral communication, interpersonal, and problem‑solving skills.
• Ability to work independently and as part of 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 experience in project management 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 – Ability to 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

At brighthush, your growth is a priority. As a Customer Success Executive, you will:

• Progress to senior CSM or Customer Success Manager roles, overseeing larger accounts and teams.
• Transition into product management or strategy roles, leveraging deep customer insights.
• Participate in leadership development programs, mentorship, and industry conferences.
• Access continuous learning resources, including certifications in project management, healthcare informatics, and customer success frameworks.

Work Environment & Culture

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.