Senior Customer Success Manager – Health Systems & Clinical Services – Remote (Midwest) – Championing Strategic Partnerships, Revenue Growth, Client Advocacy, and Operational Excellence at brighthush

About brighthush

brighthush stands at the forefront of healthcare technology, delivering next‑generation diagnostics, data analytics, and patient‑centric solutions that empower health systems to operate with unprecedented efficiency and precision. Our mission is simple yet ambitious: to elevate patient outcomes and streamline clinical workflows through reliable, scalable, and compliant services. With a footprint that spans the Midwest and beyond, we have earned a reputation for excellence, integrity, and a relentless commitment to continuous learning.

Why brighthush is the Place to Accelerate Your Career

At brighthush, you’ll join a high‑impact team that shapes the future of healthcare. We value curiosity, resilience, and a passion for customer success. As a Senior Customer Success Manager, you will be the linchpin that ensures our health system partners achieve their strategic goals while expanding our product footprint. In return, we offer a competitive salary, comprehensive benefits, and a dynamic work environment that nurtures both professional growth and personal well‑being.

Key Responsibilities

• Customer Advocacy & Relationship Management – Serve as the primary point of contact for health system clients, building trust and fostering long‑term partnerships. Act as the voice of the customer within brighthush, translating client needs into actionable insights for product and service teams.
• Service Excellence & Issue Resolution – Coordinate cross‑functional teams (Lab Operations, Logistics, IT, Billing, etc.) to resolve complex service issues quickly and effectively. Ensure that all customer inquiries are addressed within agreed SLAs and that resolutions are documented and communicated clearly.
• On‑Site Engagement & Go‑Live Support – Travel extensively (50–80% of the time) across the Midwest region to provide hands‑on support during critical go‑live periods, training sessions, and system upgrades. Demonstrate expertise in test order processes, data integration, and workflow optimization.
• Continuous Improvement & Root Cause Analysis – Identify recurring service failures, conduct root cause analyses, and collaborate with engineering and operations to implement process improvements that enhance reliability and customer satisfaction.
• Revenue & Retention Management – Monitor contract performance, billing accuracy, and renewal timelines. Proactively identify upsell and cross‑sell opportunities that align with client objectives and drive revenue growth.
• Strategic Communication & Reporting – Develop and deliver executive‑level presentations that highlight key metrics, success stories, and improvement plans. Maintain transparent communication channels with senior leadership and client stakeholders.
• Risk Management & Escalation – Lead the assessment of at‑risk accounts, coordinate rapid response plans, and ensure that all escalations are resolved in a timely, satisfactory manner.

Essential Qualifications

• Minimum of 7 years’ experience in a high‑volume laboratory or clinical customer service environment.
• Deep understanding of laboratory operations, including specimen handling, test ordering, and result reporting.
• Proven track record of managing complex client relationships and driving customer retention.
• Strong business acumen with the ability to interpret financial metrics (P&L, pricing, billing) and translate them into actionable strategies.
• Excellent presentation skills and executive presence; comfortable engaging with C‑suite leaders.
• Exceptional written and verbal communication abilities; able to simplify complex technical concepts for diverse audiences.
• Valid driver’s license and willingness to travel 50–80% of the time across the Midwest region.
• Bachelor’s degree in a relevant field (e.g., Healthcare Administration, Business, Life Sciences).

Preferred Qualifications

• Experience with laboratory information systems (LIS) or electronic health record (EHR) integrations.
• Knowledge of regulatory frameworks such as CLIA, CAP, HIPAA, and ISO standards.
• Previous exposure to customer success or account management roles within the healthcare technology sector.
• Project management certification (PMP, Prince2) or equivalent experience.
• Fluency in multiple languages, especially Spanish, to support diverse client bases.

Core Competencies & Skills

• Strategic Thinking & Problem Solving – Ability to anticipate client needs and devise innovative solutions.
• Relationship Building – Skilled at establishing rapport with stakeholders at all levels.
• Data‑Driven Decision Making – Comfortable analyzing performance metrics and deriving insights.
• Adaptability – Thrives in fast‑paced, evolving environments and can pivot priorities as needed.
• Team Collaboration – Works seamlessly with cross‑functional teams to achieve shared goals.
• Customer‑Centric Mindset – Places client success at the forefront of every decision.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will have the opportunity to:

• Progress into leadership roles such as Director of Customer Success or Vice President of Client Relations.
• Lead strategic initiatives that shape product roadmaps and market positioning.
• Participate in executive‑level training programs focused on leadership, negotiation, and industry trends.
• Attend national conferences, workshops, and certification courses at no cost to you.
• Engage in mentorship programs where you can both learn from seasoned leaders and guide emerging talent.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and high‑energy culture. We celebrate diversity, encourage open dialogue, and reward innovation. Our remote‑first approach is complemented by regular in‑office gatherings, team‑building retreats, and community outreach initiatives. Employees enjoy:

• Flexible work schedules that accommodate personal commitments.
• Regular virtual town halls and cross‑departmental knowledge‑sharing sessions.
• Access to a dedicated wellness portal featuring mental health resources, fitness challenges, and health assessments.
• Recognition programs that highlight outstanding contributions and milestones.

Compensation & Benefits

We offer a competitive base salary ranging from $130,000 to $150,000, complemented by an annual performance bonus that rewards exceptional results. In addition, you will receive:

• Company car and gas card to support extensive regional travel.
• Full medical, dental, and vision coverage starting Day 1 for full‑time employees.
• Well‑being programs, including annual health assessments, mental health support, and wellness coaching.
• Paid vacation, flexible time off, and 6 paid holidays plus a personal “MyDay” off.
• 401(k) plan with company match up to 5% after 12 months of service, along with Roth IRA options.
• Employee stock purchase plan and matching gift program.
• Financial coaching through FinFit and flexible spending accounts.
• Education assistance via MyQuest for career advancement and professional development.

How to Apply

If you are a seasoned customer success professional with a passion for healthcare innovation, we invite you to join our team at brighthush. Please submit your résumé and a cover letter outlining your relevant experience and why you’re excited about this role. We look forward to exploring how your expertise can help us elevate the health system experience across the Midwest.

Ready to make a difference? Click the link below to apply now and start your journey with brighthush.