Senior Customer Success Manager – Digital Inbound & Client Engagement Lead (9‑Month Contract) at brighthush

About brighthush

brighthush is a trailblazing North American healthcare technology platform that empowers providers, payers, and patients to collaborate seamlessly and access real‑time insights. With a legacy spanning more than two decades, brighthush has consistently delivered cloud‑based solutions that transform care delivery, reduce friction, and drive measurable outcomes. Recognized by Forbes as one of the top 100 private cloud companies and celebrated by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, brighthush stands at the forefront of digital health innovation.

Our mission is simple yet profound: to create a world where every stakeholder in the healthcare ecosystem can confidently deliver frictionless care. Whether it’s a long‑term care facility, a home‑health agency, or a health plan, our platform equips them with the tools they need to make data‑driven decisions, streamline operations, and ultimately improve patient outcomes.

Why brighthush?

At brighthush, you’ll find a culture that blends purpose with performance. We celebrate curiosity, champion continuous learning, and reward bold ideas. Our teams are cross‑functional, collaborative, and driven by a shared commitment to excellence. When you join us, you’ll be part of a vibrant community that values diversity, fosters inclusion, and encourages every voice to be heard.

Position Overview

Reporting directly to the Director of Customer Success, the Senior Customer Success Manager – Digital Inbound will play a pivotal role in our Digital Customer Success strategy. This contract position, spanning nine months, will cover a maternity leave from December 9th, 2024 to September 8th, 2025. You will be the trusted advisor for our digital‑first clients, ensuring they derive maximum value from brighthush’s solutions and experience a seamless, positive journey.

Key Responsibilities

• Respond promptly to inbound customer success inquiries using our case management application, ensuring timely resolution and high customer satisfaction.
• Act as a strategic partner to clients, guiding them through adoption, integration, and optimization of brighthush’s platform to meet their unique business objectives.
• Conduct monthly analyses of customer engagement, KPI attainment, and overall health scores, presenting actionable insights to both clients and internal stakeholders.
• Maintain deep product knowledge and stay abreast of industry trends, enabling you to anticipate client needs and recommend proactive solutions.
• Collaborate closely with cross‑functional teams—Sales, Product, Implementation, and Support—to deliver holistic, end‑to‑end solutions that drive adoption and retention.
• Identify and mitigate risks that could lead to churn, leveraging data and customer feedback to implement retention strategies.
• Educate clients on how brighthush’s products can solve critical business challenges, positioning the platform as an indispensable tool in their operations.
• Partner with the Customer Account team to develop and execute strategic account plans that align with client goals and brighthush’s growth objectives.
• Represent the voice of the customer in product discussions, ensuring that client insights inform future roadmap decisions.
• Other duties as assigned by the Customer Success Leadership team, ensuring flexibility and adaptability in a dynamic environment.

Essential Qualifications

• Proven experience managing a high‑volume portfolio of customer accounts with a focus on prioritization, detail orientation, and a sense of urgency.
• Strong written and verbal communication skills, capable of translating complex technical concepts into clear, actionable guidance for clients.
• Excellent organizational, project management, and time‑management abilities, with a track record of delivering results on tight deadlines.
• Demonstrated ability to build and nurture relationships across multiple stakeholder levels, fostering trust and collaboration.
• Strategic thinker with robust analytical skills, able to interpret data, identify trends, and recommend data‑driven solutions.
• Experience with Salesforce, Gainsight, and NetSuite is highly desirable, as these tools are integral to our customer success workflow.
• Exposure to the Long‑Term Care (LTC) industry or experience with Electronic Health Records (EHR) systems will give you a competitive edge.

Preferred Qualifications

• Prior experience in a Customer Success Manager role within the healthcare technology sector.
• Familiarity with cloud‑based healthcare platforms and the regulatory landscape governing patient data.
• Experience leading digital adoption initiatives and driving customer engagement through data analytics.
• Proficiency in using customer success platforms such as Gainsight to track health scores, churn risk, and adoption metrics.
• Strong presentation skills, with the ability to deliver compelling workshops and training sessions to client teams.

Skills & Competencies

• Customer‑centric mindset: Passionate about delivering exceptional service and building lasting relationships.
• Analytical acumen: Comfortable working with data dashboards, KPI tracking, and deriving insights that drive action.
• Collaboration: Thrive in a team environment, working seamlessly with Sales, Product, Implementation, and Support.
• Adaptability: Navigate changing priorities and evolving client needs with agility and resilience.
• Problem‑solving: Identify root causes of customer challenges and develop creative, sustainable solutions.
• Communication: Articulate complex ideas clearly, both in writing and verbally, to diverse audiences.

Career Growth & Learning Opportunities

While this role is contract‑based, it offers a unique window into brighthush’s customer success ecosystem. You’ll gain hands‑on experience with our flagship platform, work alongside seasoned professionals, and contribute to strategic initiatives that shape the future of digital health. Successful performance may open doors to full‑time opportunities within brighthush’s Customer Success, Product, or Implementation teams, allowing you to continue your career trajectory in a dynamic, high‑growth environment.

Work Environment & Culture

brighthush values a culture of transparency, innovation, and mutual respect. Our teams operate in a hybrid model, combining the flexibility of remote work with the camaraderie of in‑office collaboration. We celebrate achievements, encourage knowledge sharing, and provide regular feedback to help you grow. Whether you’re a seasoned professional or a rising star, you’ll find a supportive community that nurtures your potential.

Compensation & Benefits

As a contract role, you will be compensated at an hourly rate of Apply for this job