Senior Customer Success Manager – Driving Client Engagement, Retention, and Growth at brighthush

About brighthush

At brighthush, we are redefining the way healthcare organizations deliver patient care. Our cutting‑edge platform empowers clinicians, pharmacists, and administrators to streamline medication management, reduce errors, and improve outcomes. With a global footprint and a culture that thrives on innovation, collaboration, and continuous learning, brighthush is the partner of choice for forward‑thinking healthcare providers.

Why Join brighthush?

As a Customer Success Manager at brighthush, you will be the linchpin between our technology and the people who rely on it daily. You will help our clients unlock the full value of our solutions, ensuring they achieve measurable improvements in safety, efficiency, and patient satisfaction. In return, you’ll enjoy:

• Competitive base salary up to $150,000 + performance bonus
• Comprehensive health, dental, and vision plans
• 401(k) with company match, generous paid time off, and flexible work arrangements
• Ongoing professional development, including certifications, conferences, and tuition reimbursement
• A collaborative, inclusive culture that celebrates diversity and encourages creative problem‑solving
• Opportunity to shape the future of healthcare technology and make a tangible impact on patient outcomes

Key Responsibilities

In this role, you will own the end‑to‑end customer journey, from onboarding to renewal. Your day‑to‑day activities will include:

• Onboarding & Implementation: Lead the seamless integration of new clients, ensuring they achieve early wins and a smooth transition to our platform.
• Relationship Management: Build and nurture long‑term relationships with key stakeholders, including pharmacists, clinicians, and executive leadership.
• Value Realization: Quantify and communicate the ROI of our solutions through data‑driven insights, case studies, and success metrics.
• Issue Escalation & Resolution: Act as the primary point of contact for escalated issues, coordinating cross‑functional teams to deliver timely, effective solutions.
• Renewal & Upsell: Drive renewal conversations and identify opportunities for expansion, ensuring a healthy pipeline and high customer lifetime value.
• Product Feedback Loop: Capture customer insights and collaborate with product and engineering teams to influence roadmap decisions.
• Training & Enablement: Conduct workshops, webinars, and one‑on‑one sessions to empower clients to maximize platform adoption.
• Data Analysis: Monitor usage metrics, churn indicators, and satisfaction scores to proactively address potential risks.
• Thought Leadership: Represent brighthush at industry events, webinars, and client meetings, positioning us as a trusted advisor.

Essential Qualifications

• 5+ years of experience in customer success, account management, or client services within the healthcare or SaaS industry.
• Proven track record of managing complex, multi‑stakeholder engagements and driving measurable outcomes.
• Strong analytical mindset with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Excellent communication skills—both written and verbal—accompanied by a polished presentation style.
• Demonstrated ability to work independently in a remote or hybrid environment, while maintaining high levels of collaboration across teams.
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango).
• Knowledge of healthcare operations, medication safety, or pharmacy workflows is highly desirable.

Preferred Qualifications

• Advanced degree (MBA, MPH, or related) or relevant certifications (CSM, CSPO, or similar).
• Experience leading a customer success team or mentoring junior staff.
• Familiarity with data visualization tools (Tableau, Power BI) and SQL.
• Fluency in multiple languages, especially Spanish, to serve a diverse client base.
• Previous exposure to the regulatory landscape of healthcare technology (HIPAA, FDA, CMS).

Core Competencies & Skills

• Strategic Thinking: Ability to align customer goals with business objectives and anticipate future needs.
• Problem Solving: Creative, solution‑oriented mindset with a focus on delivering win‑win outcomes.
• Collaboration: Proven ability to work cross‑functionally with product, engineering, sales, and marketing.
• Adaptability: Comfortable navigating ambiguity and rapidly changing priorities.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building trust.
• Leadership: Influential presence that inspires confidence and drives results.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the healthcare landscape. We offer:

• Clear promotion pathways—from Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Mentorship programs pairing you with senior leaders across the organization.
• Access to industry conferences, workshops, and certifications—both in‑house and external.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Regular performance reviews with actionable feedback and development plans.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Whether you’re based in Raleigh, Dallas, Atlanta, or Tampa—or working remotely—you’ll find a supportive community that values:

• Open communication and constructive feedback.
• Work‑life balance, with flexible schedules and generous PTO.
• Continuous learning, with a robust internal knowledge base and peer‑to‑peer learning sessions.
• Recognition of achievements through awards, shout‑outs, and career advancement.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and reward performance:

• Base Salary: Up to $150,000, commensurate with experience.
• Performance Bonus: Quarterly or annual bonus tied to customer retention, expansion, and satisfaction metrics.
• Equity: Eligible for stock options as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, along with wellness stipends and mental health resources.
• Retirement: 401(k) with company match and financial planning support.
• Paid Time Off: Generous vacation, sick leave, and personal days, plus paid holidays.
• Remote Flexibility: Option to work from home or from one of our regional offices.
• Professional Development: Tuition reimbursement, conference travel, and internal training programs.

How to Apply

Ready to make a difference in the lives of healthcare professionals and patients worldwide? Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

We’re Excited to Meet You!

At brighthush, we believe that the best solutions are built by people who care. If you’re passionate about customer success, eager to drive meaningful impact, and ready to grow with a forward‑thinking organization, we want to hear from you. Join us and help shape the future of healthcare technology—one satisfied client at a time.