Senior Customer Success Manager – Dental Practice SaaS Solutions & Client Growth Champion at brighthush

About brighthush

At brighthush, we’re redefining the way dental practices connect with their patients. Founded by a practicing dentist who understood the daily challenges of running a clinic, brighthush has grown into a leading healthcare technology company that serves practices across Australia and Europe. Our cloud‑based SaaS platform powers over 130,000 patient interactions each month, delivering measurable improvements in patient satisfaction, workflow efficiency, and practice profitability. We’re on a mission to make dental care more accessible, personalized, and data‑driven, and we’re looking for passionate, customer‑centric professionals to join our journey.

Why brighthush?

• Impact at Scale – Your work will directly influence the experience of thousands of patients and the success of dozens of dental practices.
• Innovative Culture – We thrive on experimentation, rapid iteration, and a deep commitment to continuous learning.
• Growth Opportunities – From early‑stage startup dynamics to scaling operations, you’ll gain exposure to every facet of a high‑growth tech company.
• Inclusive Environment – Diversity, equity, and inclusion are core to our values. We celebrate different perspectives and encourage collaboration across all levels.
• Competitive Compensation – We offer a market‑aligned salary, equity, and a comprehensive benefits package that supports your well‑being.

The Role

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our dental practice clients. Your mission is to ensure they unlock the full potential of our platform, driving measurable improvements in patient care and business performance. You will guide practices through their digital transformation journey—from onboarding to ongoing optimisation—while acting as the bridge between the customer, product, and sales teams.

Key Responsibilities

• End‑to‑End Onboarding – Lead the full onboarding process for new dental practices, ensuring seamless implementation, data migration, and early value realization. You’ll coordinate with technical teams to resolve integration challenges and set up best‑practice workflows.
• Relationship Building – Cultivate strong, consultative relationships with practice managers, dentists, and administrative staff. Your goal is to become the go‑to resource for any platform question or improvement suggestion.
• Growth & Upsell Champion – Identify expansion opportunities within existing accounts. Partner closely with the sales team to co‑create upsell strategies, ensuring that new features and modules are positioned as solutions to real business challenges.
• Customer Health & Risk Management – Monitor customer health metrics (NPS, usage, support tickets) and proactively mitigate risks. Implement churn‑prevention plans and conduct regular health check‑ins.
• Feature Adoption & Optimization – Drive adoption of new and existing platform features. Provide tailored training, create adoption playbooks, and share best practices that help practices maximize ROI.
• Data‑Driven Insights – Analyse patient feedback trends, engagement metrics, and usage data to surface actionable insights. Develop customised improvement recommendations that align with each practice’s goals.
• Escalation Management – Own the resolution of complex escalations with empathy and expertise. Turn challenges into success stories that reinforce trust and long‑term partnership.
• Product Advocacy – Partner with the product team to communicate customer needs, influence roadmap decisions, and participate in beta testing. Your feedback will shape the next generation of features.
• Cross‑Functional Collaboration – Work closely with marketing, sales, support, and engineering to deliver a seamless customer experience. Your insights will inform go‑to‑market strategies and product positioning.

Essential Qualifications

• Minimum 2+ years of experience in customer success, account management, or client services within a SaaS environment.
• Exceptional communication and presentation skills, with the ability to translate complex technical concepts into clear, actionable guidance.
• Strong analytical mindset: proficiency in data analysis tools (Excel, SQL, Tableau, or similar) and the ability to turn data into strategic recommendations.
• Technical aptitude: comfortable navigating SaaS platforms, understanding integration workflows, and troubleshooting basic technical issues.
• Proven track record of building consultative relationships and driving customer adoption and satisfaction.

Preferred Qualifications

• Background in healthcare, dentistry, or MedTech—understanding of clinical workflows and patient engagement.
• Experience with CRM platforms such as HubSpot or Salesforce, including data migration and workflow automation.
• Previous experience in a high‑growth startup environment, where you’ve contributed to scaling operations and processes.
• Knowledge of dental practice management software or electronic health record (EHR) systems.
• Fluency in multiple languages (English plus a second language) is a plus, given our international client base.

Skills & Competencies

• Customer‑Centric Mindset – Always put the client’s success first and anticipate their needs.
• Strategic Thinking – Align customer goals with product capabilities and business outcomes.
• Project Management – Coordinate cross‑functional initiatives, manage timelines, and deliver results.
• Problem‑Solving – Diagnose issues quickly, propose solutions, and follow through to resolution.
• Communication & Influence – Persuade stakeholders, present data insights, and negotiate outcomes.
• Adaptability – Thrive in a fast‑moving environment, pivoting priorities as needed.

Career Growth & Learning Benefits

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you’ll:

• Progress to a Director of Customer Success or Head of Client Experience role within 2–3 years.
• Lead cross‑functional initiatives, such as global customer success strategy or product roadmap influence.
• Participate in leadership training programs, mentorship, and industry conferences.
• Access to a curated library of courses (Udemy, Coursera, LinkedIn Learning) covering product management, data analytics, and leadership.
• Opportunity to contribute to thought leadership pieces, webinars, and whitepapers that position brighthush as a market leader.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer value. You’ll work in a hybrid environment that balances remote flexibility with in‑office collaboration. We celebrate successes with regular team lunches, hackathon days, and community outreach initiatives. Diversity and inclusion are not buzzwords for us—they’re the foundation of our decision‑making and product design.

Compensation, Perks, and Benefits

• Competitive Base Salary – Market‑aligned, with performance‑based bonuses.
• Equity Package – Share in the company’s growth through stock options.
• Health & Wellness – Comprehensive medical, dental, and vision coverage, plus a wellness stipend.
• Paid Time Off – Generous vacation policy, sick leave, and personal days.
• Professional Development – Annual budget for conferences, certifications, and courses.
• Flexible Work Arrangements – Hybrid model with flexible hours to support work‑life balance.
• Team Building & Social Events – Quarterly retreats, team‑building activities, and community service days.

Ready to Make a Difference?

If you’re a proactive, data‑driven, customer‑first professional who thrives in a fast‑paced, high‑growth environment, we want to hear from you. Join brighthush and help shape the future of dental practice technology—one patient interaction at a time.

Apply now and become a pivotal part of our mission to elevate dental care worldwide.

To apply, click the link below or visit our careers page for more information.