Senior Customer Success Manager – Digital Inbound & Client Engagement Lead (9‑Month Maternity Cover) – 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 brighthush as one of the top 100 private cloud companies and celebrated by brighthush 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 brighthush, brighthush, and brighthush 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

• Previous experience in a digital‑first customer success role within the healthcare technology sector.
• Familiarity with cloud‑based analytics platforms and data‑driven decision‑making frameworks.
• Proficiency in using CRM and case‑management tools such as Salesforce, Zendesk, or similar.
• Strong analytical background with the ability to create dashboards, reports, and actionable insights.
• Experience leading cross‑functional initiatives and driving adoption across multiple business units.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Excellent problem‑solving skills and the ability to think strategically under pressure.
• Strong interpersonal skills, with the ability to influence and negotiate at all levels.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Proficiency in English (both written and spoken); additional language skills are a plus.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Customer Success Manager, you will:

• Participate in ongoing training programs focused on product expertise, industry trends, and advanced customer success methodologies.
• Engage in mentorship opportunities with senior leaders across the organization.
• Contribute to strategic initiatives that shape the future of our platform and customer experience.
• Build a robust network across product, sales, implementation, and support teams, positioning you for future leadership roles.

Work Environment & Culture

brighthush thrives on a culture of collaboration, innovation, and inclusivity. You will work in a flexible, hybrid environment that supports work‑life balance while fostering a sense of community. Our values—curiosity, accountability, and impact—guide every decision and interaction. We celebrate achievements, encourage experimentation, and provide a safe space for ideas to flourish.

Compensation & Benefits

While specific compensation details are tailored to the contract role, brighthush offers a competitive package that includes:

• Competitive hourly or project‑based rate aligned with industry standards.
• Health, dental, and vision coverage options for contract employees.
• Flexible working hours and remote work options.
• Access to professional development resources and learning platforms.
• Participation in company‑wide initiatives such as hackathons, wellness programs, and community outreach.

How to Apply

Ready to make a tangible impact on the future of digital health? Click the link below to submit your application and join the brighthush team.