Senior Customer Success Manager – Clinical Implementation & Relationship Leadership for Healthcare SaaS Solutions

About brighthush

brighthush is a trailblazer in the healthcare technology arena, delivering a cutting‑edge insulin and metabolic intelligence SaaS platform that empowers hospitals and health plans to prevent patient harm, streamline workflows, and elevate clinical outcomes. With two decades of experience, we have become the trusted partner for institutions seeking to integrate evidence‑based glycemic management into their electronic health record (EHR) systems and operational processes. Our mission is simple: to harness data, technology, and clinical expertise to transform the way care is delivered across the continuum of health.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven team that values innovation, collaboration, and a relentless focus on patient safety. We celebrate diversity, encourage continuous learning, and reward high performance with competitive compensation, equity opportunities, and a comprehensive benefits package. Whether you’re a seasoned customer success professional or a clinical leader looking to make a broader impact, brighthush offers a dynamic environment where your expertise can shape the future of healthcare.

Key Responsibilities

As a Senior Customer Success Manager, you will serve as the primary clinical liaison for a portfolio of hospitals and health systems, guiding them from onboarding through long‑term partnership. Your role blends clinical acumen with strategic account management, ensuring that our platform delivers measurable value and drives adoption across clinical and operational teams.

• Clinical Onboarding & Implementation: Lead the end‑to‑end implementation process, coordinating with clinical, IT, and administrative stakeholders to align our platform with existing EHR workflows and insulin management protocols.
• Ongoing Relationship Management: Act as the go‑to clinical resource during and after go‑live, providing expert guidance, best‑practice recommendations, and workflow integration support through regular check‑ins, site visits, and virtual sessions.
• Training & Education: Design and deliver customized training programs—computer‑based modules, live virtual workshops, and on‑site education—to ensure staff proficiency and confidence in using the platform.
• Product Advocacy & Feedback: Capture customer insights, champion user needs with the Product and Clinical Review Committees, and influence roadmap priorities to enhance platform functionality.
• Account Health & Metrics: Monitor utilization, outcomes, and adoption metrics; conduct Quarterly Business Reviews (QBRs) and stakeholder check‑ins to assess progress against goals and identify improvement opportunities.
• Risk Management & Mitigation: Identify potential risks to customer success, collaborate with cross‑functional teams (Clinical, Product, Analytics, Support) to develop mitigation plans, and ensure timely resolution of issues.
• Growth & Expansion: Partner with Sales and Partner Growth to support contract renewals, identify upsell and cross‑sell opportunities across the brighthush product portfolio, and expand the value proposition within each account.
• Thought Leadership & Community Building: Represent brighthush at conferences, research studies, reference calls, and webinars; cultivate a network of referenceable customers to showcase success stories and best practices.
• CRM & Data Management: Maintain accurate, up‑to‑date records in Salesforce (or equivalent), manage dashboards, and analyze data to inform strategic decisions and reporting.

Essential Qualifications

• Legally authorized to work in the United States for any employer.
• Registered Nurse (RN) licensure with a minimum of 2 years of hands‑on clinical nursing experience.
• 8+ years of proven experience in Customer Success, Account Management, or Client Services—preferably within B2B SaaS or healthcare technology.
• Deep knowledge of glycemic management and subcutaneous insulin therapy best practices, with the ability to evaluate clinical processes and recommend practice‑level improvements.
• Familiarity with EHR systems and clinical workflows, including order sets, documentation processes, and how they impact insulin management.
• Demonstrated success in guiding clinical and operational staff through the adoption of new technology or workflows, identifying and overcoming adoption barriers.
• Experience delivering clinical recommendations and education to physicians, nurses, and care teams in consultative settings such as QBRs.
• Proficiency in developing and delivering training across in‑person, virtual, and self‑paced formats for diverse clinical and operational audiences.
• Strong command of CRM systems (e.g., Salesforce), Excel, PowerPoint, and comfort working with utilization and outcomes data and dashboards.
• Proven ability to manage a portfolio of accounts with competing deadlines, following structured processes and reprioritizing without losing follow‑through.
• Excellent presentation and facilitation skills for clinical and executive audiences, with experience collaborating with clinical, IT, and administrative teams.
• Self‑motivated, able to work independently while maintaining a high level of client engagement and professionalism.
• Bachelor’s degree or equivalent professional experience.
• Willingness to travel domestically up to 50% for hospital site visits, implementations, go‑live support, and brighthush office visits, with occasional nights and weekends as needed.

Preferred (Nice to Have)

• Background in diabetes care or chronic condition management programs.
• CDCES or equivalent clinical certification.

What We Offer

At brighthush, we believe that investing in our people fuels our mission. We provide a comprehensive benefits package that includes:

• Competitive base salary with performance‑based bonuses.
• Equity participation to share in our growth.
• Health, dental, and vision insurance with generous coverage options.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements—remote work across the United States with occasional travel.
• Professional development stipend for certifications, conferences, and continuing education.
• Wellness programs, including mental health resources and fitness reimbursements.

Career Growth & Learning Opportunities

Your journey at brighthush is designed to accelerate your career trajectory. You’ll gain exposure to:

• Cross‑functional leadership teams—clinical, product, analytics, and sales—providing a holistic view of the business.
• Strategic initiatives that shape the future of healthcare technology and patient safety.
• Mentorship from senior leaders who champion your professional development.
• Opportunities to transition into senior leadership roles such as Director of Clinical Success, VP of Customer Success, or Chief Clinical Officer.
• Access to industry conferences, webinars, and thought‑leadership forums to expand your network and expertise.

Our Culture

brighthush thrives on a culture of collaboration, curiosity, and impact. We celebrate data‑driven decision making, encourage experimentation, and reward innovative solutions that improve patient outcomes. Our teams work in an inclusive environment where every voice is heard, and every contribution is valued. Whether you’re troubleshooting a complex implementation or brainstorming the next product feature, you’ll find a supportive community that empowers you to do your best work.

Ready to Make a Difference?

If you are a Registered Nurse with a passion for glycemic management, a seasoned customer success professional, and a natural collaborator who thrives in a fast‑paced, mission‑driven environment, we want to hear from you. Join brighthush and help us transform the way hospitals and health plans deliver safe, effective, and data‑driven care.

Apply Today and become a key driver of innovation and patient safety at brighthush.