Senior Customer Success Manager – Health Systems & Clinical Services – Driving Patient Outcomes, Accelerating Revenue Growth, and Leading Strategic Account Management at brighthush

About brighthush and the Future of Health Technology

In today’s data‑rich healthcare landscape, the ability to transform raw laboratory results into actionable insights is no longer a luxury—it is a critical driver of patient safety, operational efficiency, and financial sustainability. brighthush is at the forefront of this transformation, delivering a cloud‑native, AI‑powered platform that seamlessly fuses laboratory information systems (LIS) with electronic health records (EHR). By automating routine workflows, predicting clinical trends, and presenting unified dashboards, we empower clinicians, administrators, and lab technicians to make faster, more accurate decisions that directly improve patient outcomes.

Our platform is trusted by hospitals, health systems, and independent laboratories across the United States. We are on a mission to make laboratory data actionable in real time, so every stakeholder can focus on what matters most—patient health.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is reshaping the laboratory services landscape. We blend cutting‑edge technology with a culture that values curiosity, continuous learning, and data‑driven problem solving. Below are the key reasons why top talent chooses to grow their careers with us.

• Impactful Work – Partner with C‑suite executives, clinical leaders, and operational managers to unlock the full value of our solutions, directly improving patient care and operational efficiency.
• Career Growth – Structured leadership development, mentorship, and cross‑functional projects accelerate your trajectory to senior leadership roles.
• Culture of Innovation – A collaborative environment where ideas are tested, failures are learned from, and breakthroughs are celebrated.
• Competitive Compensation & Benefits – Base salary $130,000–$150,000, annual performance bonus, company car with gas card, and a comprehensive benefits package that supports you and your family.
• Work‑Life Balance – Remote‑first flexibility paired with regional hubs that foster community and collaboration.
• Professional Development – Access to industry conferences, certifications, tuition reimbursement, and internal knowledge hubs.

Key Responsibilities

Your role will be the linchpin between brighthush’s technology and the health systems that rely on it. You will own the end‑to‑end customer experience, from onboarding to renewal, while driving adoption, satisfaction, and revenue growth.

• Customer Relationship Leadership – Serve as the single point of contact for all business and technical matters, building trust with C‑suite executives, clinical leaders, and operational managers.
• Account Growth & Retention – Identify upsell and cross‑sell opportunities, craft compelling business cases, and secure renewals that reflect the true value delivered.
• Operational Excellence – Coordinate with regional Lab Ops, Esoteric Lab Ops, logistics, IT, and Customer Support to resolve issues swiftly and maintain service level agreements.
• Go‑Live & Implementation Oversight – Lead on‑site deployment, training, and adoption during critical go‑live periods, ensuring seamless integration and minimal disruption.
• Root‑Cause Analysis & Continuous Improvement – Analyze recurring service failures, collaborate with product and engineering teams to implement corrective actions, and track impact.
• Risk Management – Monitor at‑risk accounts through the Client Problem Tracking module, orchestrate cross‑functional task forces, and deliver timely resolutions.
• Field Presence – Travel 50–80% within the North Region (New England, NY, PA, OH, WV), fostering face‑to‑face relationships and gaining deep insights into client operations.
• Strategic Thought Leadership – Represent brighthush at industry conferences, webinars, and advisory boards, positioning the company as a thought leader in laboratory analytics.
• Data‑Driven Advocacy – Leverage usage analytics and patient outcome metrics to build evidence‑based case studies that demonstrate ROI to stakeholders.
• Team Collaboration – Mentor junior Customer Success Managers, share best practices, and contribute to the continuous improvement of the CS organization.
• Quarterly Business Reviews (QBRs) – Own the planning, execution, and follow‑up of QBRs, ensuring that each session delivers actionable insights and reinforces the partnership.
• Product Feedback Loop – Capture and prioritize customer feedback, translating it into product roadmap items that enhance value and differentiation.

Essential Qualifications

• Experience – Minimum 7 years in a high‑volume laboratory or clinical services environment, with a proven track record of managing complex client relationships.
• Business Acumen – Strong understanding of P&L, pricing, billing, and financial metrics that drive profitability.
• Communication Skills – Exceptional written and verbal communication, with the ability to present complex concepts to executive audiences.
• Problem‑Solving Mindset – Demonstrated ability to diagnose issues, develop actionable solutions, and influence cross‑functional teams.
• Leadership Presence – Ability to build trust with senior leaders, negotiate effectively, and lead initiatives across multiple departments.
• Travel Flexibility – Valid driver’s license and willingness to travel 50–80% of the time within the North Region.
• Technical Literacy – Comfortable navigating complex software and data dashboards; familiarity with LIS/EHR systems is a plus.
• Strategic Thinking – Ability to see the big picture, anticipate market shifts, and align customer success strategies accordingly.
• Data‑Driven Decision Making – Proficiency in using analytics tools (e.g., Tableau, Power BI) to derive insights and inform strategy.

Preferred Qualifications

• Experience with laboratory information systems (LIS) or electronic health record (EHR) integrations.
• Knowledge of regulatory compliance (CLIA, CAP, HIPAA) and quality improvement frameworks.
• Prior experience in a customer success or account management role within the healthcare technology sector.
• Project management certification (PMP, Agile, etc.) or demonstrated project leadership.
• Experience leading cross‑regional or multi‑site initiatives.
• Published case studies or white papers on laboratory analytics or patient outcomes.
• Fluency in data storytelling and the ability to translate metrics into compelling narratives.

Key Skills & Competencies

• Strategic Account Management – Ability to manage large, complex accounts and drive long‑term growth.
• Cross‑Functional Collaboration – Work effectively with engineering, product, sales, and support teams.
• Data‑Driven Decision Making – Use analytics to inform strategy and measure impact.
• Change Management & Adoption – Guide clients through transformation and adoption of new processes.
• Conflict Resolution & Negotiation – Resolve disputes and negotiate terms that benefit both parties.
• Customer Advocacy & Voice of the Customer – Champion client needs within the organization.
• Technical Literacy – Comfortable navigating complex software and data dashboards.
• Leadership Presence – Inspire confidence and drive results across the organization.
• Strategic Communication – Articulate vision, strategy, and outcomes to diverse audiences.

Career Path & Development Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Customer Success Manager, you’ll have the opportunity to:

• Progress to a Director of Customer Success role, overseeing a portfolio of high‑value accounts.
• Lead cross‑regional initiatives that shape product strategy and customer experience.
• Participate in executive leadership meetings, influencing company‑wide decisions.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Mentor junior team members, fostering a culture of growth and collaboration.
• Earn equity awards and participate in the company’s stock purchase plan.
• Take on global account responsibilities as the company expands internationally.
• Transition into product management or strategy roles, leveraging deep customer insights.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote‑first approach is complemented by regional hubs that encourage teamwork and community. We celebrate diversity, champion work‑life balance, and empower employees to bring their authentic selves to work. Regular virtual town halls, hackathons, and wellness challenges keep the team connected and energized.

Key cultural pillars include:

• Transparency – Open communication channels and data‑driven decision making.
• Collaboration – Cross‑functional teams that break down silos.
• Innovation – A safe space to experiment, fail fast, and iterate.
• Growth Mindset – Continuous learning and skill development.
• Community – Employee resource groups, volunteer opportunities, and social events.
• Wellness – Comprehensive wellness programs, mental health resources, and flexible scheduling.

Compensation & Benefits

• Base Salary – $130,000–$150,000, commensurate with experience.
• Performance Bonus – Annual bonus tied to individual and company performance metrics.
• Company Car & Gas Card – Provided to support travel and client visits.
• Health & Wellness – Day‑1 medical, dental, vision, and supplemental coverage for full‑time employees.
• Well‑Being Programs – Best‑in‑class wellness initiatives, annual health assessments, mental health support, and financial coaching.
• Retirement & Equity – 401(k) with company match up to 5%, employee stock purchase plan, and potential equity awards.
• Paid Time Off – Generous vacation, flexible time off, 6 holidays plus a personal day, and paid sick leave.
• Professional Growth – Tuition reimbursement, conference sponsorships, and internal career development programs.
• Remote Work Flexibility – Work from anywhere with a robust home‑office stipend.
• Technology Stipend – Annual allowance for home‑office equipment and software.
• Family Support – Parental leave, adoption assistance, and childcare vouchers.

Frequently Asked Questions

What does a typical day look like?

Your day will blend strategic planning, client engagement, data analysis, and cross‑functional collaboration. You’ll start with a team sync, review account health dashboards, then spend the afternoon in client meetings or internal workshops.

How much travel is required?

Travel is 50–80% of the time within the North Region, primarily to client sites for onboarding, training, and relationship building.

What growth opportunities exist?

Beyond the Director of Customer Success track, you can move into product strategy, global account management, or executive leadership roles.

What makes brighthush unique in the healthcare tech space?

Our AI‑driven analytics, real‑time integration, and focus on patient outcomes set us apart. We partner with clinicians to turn data into decisions, not just reports.

How to Apply

If you are a seasoned customer success professional with a passion for healthcare innovation, we invite you to join brighthush and help shape the future of laboratory services. Submit your application today and become part of a team that values excellence, collaboration, and impact.