Senior Customer Success Manager – Health Systems & Laboratory Services – Remote West Coast, Regional Travel – Championing Strategic Partnerships & Operational Excellence at brighthush

About brighthush

brighthush is a trailblazer in the health technology arena, redefining how laboratory services empower hospitals, health systems, and clinical partners across the United States. By marrying cutting‑edge diagnostics with advanced analytics, we deliver data‑driven insights that translate into faster turnaround times, higher accuracy, and ultimately better patient outcomes. Our mission is simple yet ambitious: to make laboratory science more accessible, transparent, and impactful for clinicians and patients alike. With a culture rooted in collaboration, continuous learning, and an unwavering focus on customer success, brighthush is rapidly expanding its footprint along the West Coast and beyond.

Why Join brighthush?

When you become part of brighthush, you’re not just taking a job—you’re stepping into a role that shapes the future of laboratory services. We offer a competitive compensation package that includes a base salary of $130,000‑$150,000, an annual performance bonus of up to 15% of base, and a company car with a gas card to support your regional travel. Beyond the financial rewards, we provide a comprehensive benefits program that nurtures physical, financial, and developmental well‑being for you and your loved ones. From medical, dental, and vision coverage to wellness programs, financial coaching, and a 401(k) with company match, we’re committed to your long‑term success.

About the Role

As the Senior Customer Success Manager for Health Systems & Laboratory Services, you will be the linchpin between brighthush’s innovative solutions and the hospitals and health systems that rely on them. Your strategic vision, operational expertise, and relationship‑building skills will ensure that our clients not only adopt our technology but also achieve measurable improvements in patient care, operational efficiency, and revenue generation.

Key Responsibilities

• Customer Relationship Leadership: Act as the primary advocate for health system clients across the West Coast (California, Washington, Oregon, Nevada, Idaho). Build deep, trust‑based relationships with executive leaders, clinical directors, and operational managers, ensuring their strategic objectives are not only met but exceeded.
• Field Presence & Go‑Live Support: Lead on‑site engagements during critical go‑live periods—often spanning several days to weeks—providing real‑time guidance, troubleshooting, and problem resolution. Your presence on the floor will be instrumental in smoothing transitions and cementing client confidence.
• Cross‑Functional Collaboration: Partner with regional Lab Ops, Esoteric Lab Ops, logistics, IT, account setup, and Customer Support teams to resolve issues, maintain high service levels, and drive continuous improvement initiatives.
• Process Education & Training: Design and deliver training modules for hospital personnel on test ordering, data entry, specimen handling, and workflow best practices. Your goal is to minimize errors, reduce turnaround times, and elevate overall quality.
• Issue Escalation & Resolution: Own the customer journey for at‑risk accounts. Utilize the Client Problem Tracking module to identify root causes, coordinate cross‑functional actions, and ensure timely resolution that restores confidence and satisfaction.
• Continuous Improvement: Analyze chronic service failures, develop corrective action plans, and collaborate with business partners to prevent recurrence. Your analytical insights will directly influence product enhancements and service delivery models.
• Financial & Contract Management: Oversee contract renewals, pricing negotiations, and billing accuracy. Drive revenue retention and identify upsell opportunities that align with client needs and strategic goals.
• Strategic Insight & Advocacy: Translate customer feedback into actionable insights for brighthush leadership. Serve as the bridge between the field and product teams, ensuring that our roadmap reflects real‑world needs and opportunities.

Essential Qualifications

• Minimum 7 years of experience in a high‑volume laboratory customer service environment or a closely related field.
• Deep understanding of laboratory operations, including test ordering, specimen handling, quality assurance, and regulatory compliance.
• Strong business acumen: proficiency in P&L analysis, pricing strategies, and billing processes.
• Exceptional presentation skills with proven executive presence; ability to engage senior leaders and influence decision‑making.
• Excellent written and verbal communication skills, capable of simplifying complex technical issues for diverse audiences.
• Valid driver’s license and willingness to travel 50‑80% of the time across the West Coast.
• Bachelor’s degree in Life Sciences, Business Administration, or a related discipline.

Preferred Qualifications

• Experience in the health systems or hospital environment, with a track record of managing large, multi‑site accounts.
• Knowledge of regulatory compliance (e.g., CLIA, HIPAA) and laboratory accreditation standards.
• Prior exposure to customer success platforms and CRM systems such as Salesforce.
• Demonstrated success in upselling or cross‑selling services within an existing customer base.
• Leadership experience in coaching or mentoring junior team members.

Core Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and long‑term vision.
• Problem Solving: Proficiency in root cause analysis and implementing corrective actions that deliver measurable results.
• Relationship Management: Building long‑term partnerships with key stakeholders across clinical, operational, and executive levels.
• Project Management: Coordinating multi‑disciplinary teams to deliver on time and within budget while maintaining high quality.
• Data‑Driven Decision Making: Leveraging metrics and analytics to drive performance improvements and customer satisfaction.
• Adaptability: Thriving in a fast‑paced, evolving environment with frequent travel and changing priorities.

Career Growth & Development

At brighthush, your career trajectory is supported by a robust learning ecosystem designed to accelerate your professional growth. You’ll have access to:

• brighthush Academy: Online courses, certifications, and workshops covering laboratory science, customer success, leadership, and emerging health technologies.
• Mentorship Programs: Pairing with senior leaders to accelerate skill development, broaden your perspective, and build a strong professional network.
• Cross‑Functional Rotations: Opportunities to gain exposure to product development, sales, operations, and data science teams, giving you a holistic view of the business.
• Leadership Track: Clear pathways to senior manager, director, and VP roles within customer success and beyond, supported by targeted coaching and performance milestones.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote‑first approach is complemented by regular in‑office gatherings, hackathons, and wellness events. We celebrate diversity, encourage open dialogue, and reward initiative. Whether you’re in the field or at your desk, you’ll find a supportive community that values your contributions and invests in your growth.

Compensation & Benefits

• Base Salary: $130,000‑$150,000, commensurate with experience.
• Annual Performance Bonus: Up to 15% of base salary, tied to individual and company metrics.
• Company Car & Gas Card: Provided to cover travel across the West Coast.
• Health & Wellness: Day‑1 medical, dental, and vision coverage for full‑time employees; annual wellness assessments; mental health programs.
• Financial Well‑Being: 401(k) with up to 5% company match after 12 months; financial coaching through FinFit.
• Paid Time Off: 6 holidays, 1 personal day, and flexible vacation policy.
• Professional Development: brighthush Education Program, tuition reimbursement, and conference sponsorships.
• Additional Perks: Life and disability insurance, flexible spending accounts, and a matching gifts program.

How to Apply

Ready to take the next step in your career and help shape the future of laboratory services? Submit your application through our careers portal or click the link below to explore this exciting opportunity.

Apply to brighthush Today

Join brighthush – Where Innovation Meets Impact

As a Senior Customer Success Manager, you’ll be at the forefront of delivering world‑class service to health systems across the West Coast. Your expertise will help our clients achieve operational excellence, improve patient outcomes, and unlock new revenue streams. If you’re passionate about building lasting relationships, driving continuous improvement, and making a tangible difference in healthcare, we want to hear from you. Apply now and become a key player in brighthush’s mission to transform laboratory services for the better.

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