Senior Customer Success Manager – AI‑Powered Healthcare Implementation & Growth Champion at brighthush
About brighthush
At brighthush, we are redefining the future of patient engagement through cutting‑edge artificial intelligence. Our mission is to empower healthcare providers with intelligent, data‑driven tools that streamline clinical workflows, enhance patient outcomes, and unlock new revenue streams. With a portfolio of world‑class AI solutions, we partner with hospitals, health systems, and community clinics to deliver measurable ROI and transformative care experiences.
Why Join brighthush?
Working at brighthush means you’ll be part of a fast‑growing, mission‑driven team that thrives on innovation, collaboration, and impact. We celebrate diversity, champion continuous learning, and reward creativity. As a Customer Success Manager, you’ll be the linchpin between our technology, our clients, and our internal teams—ensuring that every deployment not only meets but exceeds expectations.
Key Responsibilities
As a Senior Customer Success Manager, you will own the end‑to‑end customer journey for a portfolio of brighthush clients. Your role will blend strategic vision with hands‑on execution, driving adoption, expansion, and long‑term satisfaction.
Implementation & Launch
- Lead end‑to‑end onboarding: From signed statement of work to go‑live, you’ll orchestrate kickoff meetings, capture requirements, review workflows, conduct testing, and execute launch plans.
- Coordinate cross‑functional integration: Work closely with our engineering squad, client IT teams, and third‑party vendors (EHRs, data warehouses, population health platforms, telephony providers) to ensure seamless data flow and system interoperability.
- Project management excellence: Build and maintain detailed project plans, set realistic testing and launch milestones, and keep stakeholders informed of progress, dependencies, and risks.
Ongoing Program Management
- Primary point of contact: Serve as the trusted advisor for operational, clinical, and technical leaders at each account.
- Performance reporting: Deliver weekly progress reports covering outreach volume, outcomes, issue resolution, and lead quarterly business reviews that align with client goals.
- Triage & resolution: Manage tickets and alerts, collaborating with engineering on technical fixes and with the Head of Care Management on clinical matters.
- Quality assurance: Review calls regularly, extract insights, and translate findings into script, workflow, or configuration enhancements.
- Service level monitoring: Track uptime, support response times, and call quality against contractual SLAs, proactively raising risks and recommending mitigations.
Customer Outcomes & Growth
- Data‑driven insights: Analyze program data to uncover patterns, risks, and opportunities, then present actionable recommendations to clients.
- ROI storytelling: Build outcome and ROI summaries that illustrate the value delivered, supporting renewal conversations and expansion discussions.
- Expansion champion: Identify new use cases, languages, practices, and populations; partner with sales to craft expansion proposals and secure renewals.
- Product feedback loop: Capture customer insights and relay them to the product team, influencing the roadmap and ensuring the solution evolves with market needs.
Essential Qualifications
- Minimum 4 years of experience in customer success, account management, or implementation roles within the healthcare or technology sectors.
- Proficiency with data analysis tools—spreadsheets, BI dashboards, or similar—paired with the ability to translate numbers into clear, actionable insights.
- Strong project management skills, managing multiple accounts with competing deadlines while maintaining high quality.
- Exceptional written and verbal communication, comfortable presenting to executives, clinicians, IT teams, and engineers.
- Hands‑on experience with large language models (LLMs), including efficient prompting, best practices, and real‑world application.
- Solid understanding of HIPAA and the secure handling of protected health information.
Preferred Qualifications
- Background in healthcare, digital health, or patient engagement companies.
- Familiarity with EHR systems and population health management software.
- Experience with contact center or telephony platforms.
Core Competencies & Skills
- Strategic thinking and execution.
- Customer‑centric mindset with a passion for delivering value.
- Analytical rigor and data‑driven decision making.
- Strong stakeholder management and influence.
- Adaptability in a fast‑paced, evolving environment.
- Team collaboration across engineering, sales, clinical, and operations.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you’ll have the chance to:
- Progress to a Customer Success Leadership role, overseeing a larger portfolio and shaping strategy.
- Lead cross‑functional initiatives that influence product development and go‑to‑market tactics.
- Participate in industry conferences, webinars, and thought‑leadership panels.
- Access continuous learning resources—certifications, workshops, and internal knowledge hubs—to stay ahead of AI, healthcare, and customer success trends.
Work Environment & Culture
brighthush fosters a culture of transparency, innovation, and mutual respect. Our hybrid work model blends the flexibility of remote work with the collaboration of in‑office days. We celebrate successes, learn from challenges, and encourage every team member to bring their authentic self to work.
Compensation & Perks
While specific figures vary by experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:
- Health, dental, and vision insurance.
- 401(k) with company match.
- Generous paid time off and flexible scheduling.
- Wellness stipend and mental health resources.
- Professional development budget.
- Equity opportunities for senior roles.
Ready to Make an Impact?
If you are a proactive, data‑savvy, and customer‑focused professional ready to drive transformative change in healthcare, we want to hear from you. Join brighthush and help shape the future of patient engagement—one success story at a time.