Senior Customer Success Manager – Health Systems & Laboratory Services – Remote with Regional Travel (West Coast)

About brighthush

brighthush is a leading innovator in the health technology space, dedicated to transforming the way laboratory services support hospitals, health systems, and clinical partners. With a mission to empower clinicians and patients through data-driven insights, brighthush delivers cutting‑edge diagnostics, analytics, and support solutions that drive better outcomes and operational efficiency. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As we expand across the West Coast, we’re looking for a seasoned professional who can bridge the gap between complex laboratory operations and the strategic goals of our health system partners.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that values innovation, integrity, and impact. We offer a competitive salary range of $130,000‑$150,000, an annual performance bonus, and a company car with a gas card to support your regional travel. Beyond the financial package, we provide a comprehensive benefits program that promotes physical, financial, and developmental well‑being for you and your family. From medical and dental coverage to wellness programs, financial coaching, and a 401(k) with company match, we’re committed to your long‑term success.

Key Responsibilities

• Customer Relationship Leadership: Serve as the primary point of contact for health system clients across the West Coast (CA, WA, OR, NV, ID), building trust and ensuring their strategic objectives are met.
• Field Presence & Go‑Live Support: Be physically present during critical go‑live periods—often several days to weeks—providing on‑site guidance, troubleshooting, and real‑time problem resolution.
• Cross‑Functional Collaboration: Partner with regional Lab Ops, Esoteric Lab Ops, logistics, IT, account setup, and Customer Support teams to resolve issues and maintain high service levels.
• Process Education: Train hospital personnel on test ordering, data entry, and workflow best practices to minimize errors and improve turnaround times.
• Issue Escalation & Resolution: Own the customer journey for at‑risk accounts, using the Client Problem Tracking module to identify root causes, coordinate cross‑functional actions, and ensure timely resolution.
• Continuous Improvement: Analyze chronic service failures, develop corrective action plans, and collaborate with business partners to prevent recurrence.
• Financial & Contract Management: Oversee contract renewals, pricing negotiations, and billing accuracy, ensuring revenue retention and upsell opportunities.
• Strategic Insight & Advocacy: Provide executive‑level insights to brighthush leadership, translating customer feedback into product enhancements and service improvements.

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, and quality assurance.
• Strong business acumen: proficiency in P&L analysis, pricing strategies, and billing processes.
• Excellent presentation skills with proven executive presence; ability to engage senior leaders and influence decision‑making.
• Exceptional 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.
• Problem Solving – Proficiency in root cause analysis and implementing corrective actions.
• Relationship Management – Building long‑term partnerships with key stakeholders.
• Project Management – Coordinating multi‑disciplinary teams to deliver on time and within budget.
• Data‑Driven Decision Making – Leveraging metrics to drive performance improvements.
• Adaptability – Thriving in a fast‑paced, evolving environment with frequent travel.

Career Growth & Development

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

• Brighthush Academy – Online courses, certifications, and workshops covering laboratory science, customer success, and leadership.
• Mentorship Programs – Pairing with senior leaders to accelerate skill development.
• Cross‑Functional Rotations – Opportunities to gain exposure to product development, sales, and operations.
• Leadership Track – Clear pathways to senior manager, director, and VP roles within customer success and beyond.

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

We offer a comprehensive package designed to support your well‑being and financial security:

• 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.