Senior Customer Success Executive – Mid‑West Clinical Solutions & Implementation Specialist (Clinical Decision Support & Digital Health Integration) – brighthush

About brighthush

brighthush is a global pioneer in research‑enabled information solutions, seamlessly blending cutting‑edge technology with a deep understanding of clinical workflows to empower healthcare professionals worldwide. With a presence in over 70 countries and a workforce of more than 2,700 dedicated experts, brighthush is committed to delivering a fully optimized research experience that is seamlessly integrated with powerful discovery platforms. Our AI‑enabled services set the industry standard for innovation, forward‑thinking strategy, and exceptional customer support. At brighthush, we believe that reliable, relevant information—delivered when, where, and how people need it—transforms lives and advances the future of healthcare.

Role Overview

As a Senior Customer Success Executive for the Mid‑West region, you will be the linchpin between our Clinical Decision Support customers and the brighthush ecosystem. You will ensure that each client experiences a smooth onboarding journey, achieves rapid product adoption, and realizes long‑term value from our solutions. Working closely with Sales, Marketing, Product, and Editorial teams, you will deliver a seamless, value‑driven customer experience that drives satisfaction, retention, and expansion.

Key Responsibilities

Drive Value & Strategic Alignment

• Analyze each customer’s Value Hypothesis and align brighthush product capabilities to their stated needs and success metrics.
• Establish clear timelines, KPIs, and success criteria that guide value realization and provide measurable outcomes.
• Act as a trusted advisor, proactively delivering recommendations that enhance outcomes and demonstrate tangible product impact.

Lead Onboarding & Enablement

• Define onboarding goals, deliver change‑management support, and coordinate with the Clinical Implementation team to ensure a smooth transition.
• Support awareness campaigns and provide comprehensive product training to ensure users understand key features and use cases.
• Empower internal product champions and share self‑service resources to promote internal adoption and continuous learning.

Support Technical Implementation

• Lead the end‑to‑end onboarding process for brighthush Clinical Decision Support products.
• Provide expert guidance and support to customers during the implementation process, coordinating with IT teams to ensure proper configuration and integration with existing systems.
• Oversee integration tasks such as 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 the success of the implementation.
• Deliver “Train the Trainer” sessions, providing training and support to superusers, administrators, and end‑users to maximize product utilization.

Ensure Ongoing Success & Growth

• Deliver proactive, data‑driven engagement strategies that sustain usage and satisfaction throughout the customer lifecycle.
• Monitor product usage against KPIs and offer strategic interventions 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 ensure alignment across internal teams for 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 or a clear understanding of clinical workflow to provide context to customers.
• 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 for implementation projects.

Preferred Qualifications

• 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 that may arise during adoption and ongoing success.
• Experience working with cross‑functional teams and external partners to achieve project objectives.
• Strong writing, proofreading, and engagement campaign execution skills.
• PMP or similar project management certification is a plus.

Skills & Competencies

• Strategic Thinking & Vision: Ability to translate customer goals into actionable plans that drive value.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Technical Acumen: Comfortable navigating complex IT environments and translating technical details into business value.
• Project Management: Proven ability to manage scope, schedule, budget, and resources in a fast‑paced environment.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Collaboration: Strong teamwork skills, thriving in cross‑functional and POD‑style environments.
• Adaptability: Comfortable with change, ambiguity, and evolving customer needs.

Career Growth & Learning Opportunities

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

• Lead high‑impact projects that shape the future of clinical decision support.
• Mentor junior team members and share best practices across the organization.
• Participate in continuous learning programs, including certifications in project management, healthcare informatics, and emerging technologies.
• Collaborate with product, engineering, and data science teams to influence product roadmap and innovation.
• Advance into leadership roles such as Customer Success Manager, Director of Customer Success, or VP of Customer Experience.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, curiosity, and excellence. Our hybrid and remote work models empower employees to balance professional growth with personal well‑being. You will enjoy:

• Flexible work schedules and remote options to support work‑life harmony.
• Regular virtual town halls, team‑building events, and cross‑departmental collaboration.
• A supportive, inclusive environment that values diverse perspectives and encourages innovation.
• Access to cutting‑edge tools, resources, and a collaborative knowledge base.

Compensation & Benefits

We offer a competitive salary range of $82,020 – $117,170 per year, commensurate with experience, skills, and location. In addition, brighthush provides a comprehensive benefits package that includes:

• Medical, Dental, Vision, Life, and Disability Insurance.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Retirement Savings Plan with company match.
• Paid Parental Leave and generous Paid Time Off (PTO).
• Paid holidays and a flexible holiday schedule.
• Mentoring and coaching programs to support professional development.
• Employee wellness initiatives, including mental health resources and fitness stipends.
• Access to continuous learning platforms and tuition reimbursement.
• Employee stock purchase plan and performance‑based bonuses.

How to Apply

Ready to join a team that is redefining clinical decision support? Submit your application through the brighthush careers portal or click the link below to apply directly:

Apply to brighthush Today

Closing

At brighthush, we are driven by a mission to transform lives by providing reliable, relevant information at the right time. If you are a dynamic, creative professional with a passion for customer success and a deep understanding of clinical workflows, we invite you to bring your expertise to our Mid‑West team. Join us, and together we will empower healthcare providers to make better decisions, improve patient outcomes, and shape the future of medicine.