Senior Customer Success Lead – Remote, Healthcare Technology, Growth & Account Management at brighthush

About brighthush

brighthush is a trailblazing health‑tech company that empowers healthcare providers, payers, and patients with cutting‑edge digital solutions. Our mission is to transform the way care is delivered by combining data‑driven insights, intuitive user experiences, and robust cloud infrastructure. With a rapidly growing customer base across the United States, we are committed to delivering measurable outcomes—improved patient engagement, streamlined workflows, and cost savings—while maintaining the highest standards of security and compliance.

As a fully remote, high‑growth organization, brighthush offers a dynamic work environment where innovation, collaboration, and continuous learning are at the core of everything we do. Our culture is built on transparency, inclusivity, and a shared passion for improving health outcomes. If you thrive in a fast‑paced, cross‑functional setting and want to make a tangible impact on the future of healthcare, brighthush is the place for you.

Key Responsibilities

As the Customer Success Lead, you will be the primary advocate for our clients, ensuring they achieve success with our platform and realize the full value of their investment. Your role will span onboarding, relationship management, growth, and continuous improvement. Below is a detailed breakdown of your day‑to‑day responsibilities:

• Onboarding & Implementation – Guide new customers through initial configuration, data migration, and training sessions. Create customized onboarding plans that align with each client’s unique workflows and objectives.
• Relationship Management – Serve as the first point of contact for all customer inquiries, building trust and fostering long‑term partnerships with healthcare providers, payers, and program administrators.
• Growth & Upsell – Identify opportunities to expand usage, increase adoption, and upsell additional modules or services. Work closely with the sales team to forecast renewals and drive revenue growth.
• Issue Resolution – Resolve technical, operational, and billing issues in collaboration with engineering, support, and finance teams. Escalate complex problems promptly and ensure timely resolution.
• Program Enablement – Empower program administrators to provide effective support to patients and participants. Offer best‑practice guidance on device usage, data interpretation, and patient engagement strategies.
• Device & Technical Support – Oversee device support for program administrators and end‑users, ensuring smooth operation and minimal downtime.
• Feedback Loop – Collect, analyze, and report customer feedback to product and development teams, driving continuous improvement of the platform.
• Cross‑Functional Collaboration – Partner with sales, marketing, finance, and technical support to align on customer goals, resolve issues, and share insights that enhance the customer experience.

Essential Qualifications

To excel in this role, you should possess the following foundational qualifications:

• Bachelor’s degree or higher in Business, Healthcare Administration, Information Technology, or a related field.
• Minimum of 2 years of experience in Customer Success, Account Management, or a similar role within a SaaS or healthcare technology environment.
• Strong analytical mindset with the ability to interpret data, identify trends, and recommend actionable insights.
• Excellent communication skills—both written and verbal—across all levels of an organization, including executive stakeholders.
• Comfortable conducting virtual meetings via Zoom or similar platforms, with a professional and engaging presence.
• Proficiency in using CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Ability to work independently in a remote setting while maintaining high productivity and accountability.
• Strong organizational skills, with the capacity to manage multiple priorities and projects simultaneously.

Preferred Qualifications

While not mandatory, the following qualifications will give you a competitive edge:

• Experience in the healthcare industry, particularly with electronic health records (EHR), patient engagement platforms, or medical device integration.
• Technical aptitude—understanding of cloud services, APIs, and basic troubleshooting of medical devices.
• Previous experience in a startup or high‑growth environment, demonstrating adaptability and resilience.
• Knowledge of HIPAA regulations and data privacy best practices.
• Experience with sales forecasting, renewal management, and upsell strategies.
• Fluency in multiple languages, especially Spanish, to serve a diverse client base.

Skills & Competencies

Success at brighthush requires a blend of hard and soft skills. Below are the core competencies that will help you thrive:

• Customer‑Centric Mindset – A genuine passion for helping clients succeed and a proactive approach to problem‑solving.
• Strategic Thinking – Ability to see the big picture, align customer goals with business objectives, and develop long‑term success plans.
• Collaboration & Influence – Skilled at working cross‑functionally, building consensus, and influencing stakeholders without direct authority.
• Data‑Driven Decision Making – Comfortable analyzing metrics, interpreting dashboards, and translating data into actionable recommendations.
• Adaptability & Resilience – Thrives in a fast‑paced, evolving environment, quickly adjusting to new priorities and challenges.
• Communication & Presentation – Clear, concise, and persuasive communication in both written and verbal formats.
• Technical Curiosity – Eagerness to learn new technologies, stay current with industry trends, and apply technical knowledge to customer success.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Lead, you will have access to:

• Structured mentorship programs with senior leaders in product, engineering, and sales.
• Regular training sessions on industry best practices, new product features, and emerging healthcare technologies.
• Opportunities to lead cross‑functional projects, such as product roadmap initiatives or customer advocacy programs.
• Clear career progression paths—potential roles include Senior Customer Success Manager, Director of Customer Success, or Head of Customer Experience.
• Access to conferences, webinars, and certifications that enhance your professional skill set.

Work Environment & Culture

brighthush is proud of its inclusive, collaborative, and innovative culture. Key highlights include:

• Remote‑First Flexibility – Work from anywhere while staying connected through virtual collaboration tools.
• Inclusive Community – A diverse workforce that values different perspectives and promotes belonging.
• Regular virtual town halls, team‑building activities, and open‑door leadership communication.
• Employee recognition programs that celebrate achievements, milestones, and contributions.
• Annual company events and off‑site retreats that foster camaraderie and creativity.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and support work‑life balance:

• Base Salary – Market‑competitive compensation commensurate with experience.
• Performance Bonuses – Annual bonuses tied to individual, team, and company performance metrics.
• Health & Wellness – Comprehensive medical, dental, and vision insurance plans, including accidental coverage and annual health check‑ups.
• Financial Security – 401(k) plan with company match, stock options, and financial planning resources.
• Paid Time Off – Generous vacation, sick leave, and personal days, plus flexible working hours to accommodate personal commitments.
• Professional Development – Reimbursement for certifications, courses, and industry conferences.
• Wellness Programs – Access to mental health resources, wellness stipends, and virtual fitness classes.

How to Apply

If you are ready to join a forward‑thinking team that is reshaping the healthcare landscape, we would love to hear from you. Submit your resume, cover letter, and any relevant portfolio or case studies that demonstrate your impact in customer success roles. Let’s build the future of healthcare together at brighthush.