Senior Customer Success Manager – Championing Client Success, Product Adoption, and Growth in the NEMT Software Landscape at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers the non‑emergency medical transportation (NEMT) sector with cutting‑edge software solutions. Our mission is to streamline patient mobility, reduce operational friction, and elevate the quality of care for millions of individuals who rely on safe, reliable transportation. By marrying data‑driven insights with intuitive user experiences, we help transportation providers, health plans, and community organizations deliver seamless, compliant, and cost‑effective services.

In a rapidly evolving industry where technology is the catalyst for better outcomes, brighthush stands at the forefront of innovation. Our platform integrates real‑time scheduling, dynamic routing, compliance monitoring, and advanced analytics—all designed to give our clients the competitive edge they need to thrive.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy, purpose‑driven team that values curiosity, collaboration, and continuous improvement. We celebrate diversity, encourage bold ideas, and reward results. Whether you’re a seasoned professional or a rising star, you’ll find opportunities to grow, learn, and make a tangible impact on the lives of patients and providers alike.

Key Responsibilities

• Build and nurture long‑term client relationships – Serve as the primary point of contact for our most strategic accounts, ensuring their success and satisfaction with our platform.
• Own the customer journey from onboarding to renewal – Guide new clients through a seamless implementation process, set clear success metrics, and monitor progress to achieve adoption milestones.
• Proactively manage escalations and resolve issues – Identify potential roadblocks early, coordinate cross‑functional resources, and deliver timely, effective solutions that exceed client expectations.
• Drive product adoption and expansion – Work closely with product, sales, and marketing teams to identify upsell opportunities, champion new features, and help clients realize maximum ROI.
• Collect and analyze customer feedback – Use surveys, interviews, and usage data to surface insights, influence product roadmap decisions, and advocate for the customer voice within the organization.
• Develop and deliver training & best‑practice content – Create onboarding materials, webinars, and knowledge base articles that empower clients to use our platform effectively.
• Collaborate with internal stakeholders – Partner with engineering, support, and sales to ensure a cohesive, end‑to‑end customer experience.
• Represent brighthush at industry events – Attend conferences, webinars, and client meetings to showcase our solutions and gather market intelligence.

Essential Qualifications

• Minimum of 5 years of experience in customer success, account management, or a related client‑facing role within the technology sector.
• Bachelor’s degree in Technology, Business, Computer Science, Engineering, or a closely related field.
• Strong understanding of the NEMT industry, including regulatory requirements, operational workflows, and key pain points.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Microsoft Visio for process mapping and documentation.
• Experience with incident reporting systems and the ability to translate technical data into actionable insights.
• Excellent written and verbal communication skills in English, with the ability to articulate complex concepts to diverse audiences.
• Demonstrated ability to manage multiple priorities, meet deadlines, and work independently in a remote environment.
• Willingness to travel up to one week per month for client visits, product demos, and industry events.

Preferred Qualifications

• Prior experience in the health technology or transportation software space.
• Knowledge of compliance frameworks such as HIPAA, ADA, and state‑specific transportation regulations.
• Familiarity with customer success platforms (e.g., Gainsight, Totango, or similar) and CRM systems (e.g., Salesforce).
• Data‑driven mindset with the ability to analyze usage metrics, churn indicators, and adoption trends.
• Experience leading cross‑functional initiatives and driving change across multiple teams.
• Strong presentation and facilitation skills, with a track record of delivering impactful workshops and training sessions.

Core Skills & Competencies

• Customer‑centric mindset – Passion for solving client problems and delivering measurable value.
• Strategic thinking – Ability to see the big picture, anticipate future needs, and align solutions accordingly.
• Problem‑solving aptitude – Quick to diagnose issues, propose creative solutions, and drive resolution.
• Collaboration & influence – Skilled at building relationships across technical and non‑technical teams.
• Adaptability – Comfortable navigating ambiguity, shifting priorities, and evolving client landscapes.
• Data literacy – Proficient in interpreting dashboards, KPIs, and customer health scores.
• Project management – Strong organizational skills, with a track record of delivering projects on time and within scope.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Access to industry conferences, webinars, and certification courses to deepen your expertise.
• Internal mobility pathways that allow you to explore roles in product management, sales engineering, or operations.
• Regular knowledge‑sharing sessions where teams present new features, market trends, and best practices.
• Performance‑based career advancement that rewards innovation, impact, and leadership.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that accommodate your personal and professional life.
• Fully equipped home‑office stipend to ensure you have the tools you need to succeed.
• Regular virtual team‑building events, hackathons, and wellness initiatives.
• A collaborative environment where ideas are valued, and feedback is constructive.
• A focus on work‑life balance, with generous paid time off and mental‑health resources.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to client satisfaction, adoption metrics, and revenue growth.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) matching to help you plan for the future.
• Unlimited paid time off policy to support rest, travel, and personal commitments.
• Professional development budget for courses, certifications, and conferences.
• Employee stock‑option program to share in the company’s long‑term success.

Ready to Make an Impact?

If you are a proactive, client‑focused professional with a passion for technology and a desire to transform the NEMT landscape, brighthush invites you to join our mission. Bring your expertise, curiosity, and drive to a team that values innovation, collaboration, and the well‑being of both our clients and our people.

Apply today and help us shape the future of patient transportation—one successful partnership at a time.