Senior Customer Success Manager – Healthcare Enterprise Solutions & Strategic Client Engagement, Product Adoption Lead – brighthush

About brighthush

brighthush is a pioneering force in the enterprise SaaS landscape, redefining how healthcare organizations harness artificial intelligence to drive operational excellence, patient outcomes, and sustainable growth. With a comprehensive portfolio that spans human capital management, payroll, financials, and supply‑chain solutions, brighthush empowers healthcare leaders to streamline processes, unlock new revenue streams, and deliver better care to patients worldwide. Our mission is simple yet powerful: make hard work pay off for our people, our customers, and the communities we serve.

At brighthush, curiosity fuels progress. We celebrate bold ideas, nurture continuous learning, and cultivate an environment where empathy and integrity guide every decision. Whether you’re building next‑generation features, guiding clients through digital transformation, or championing diversity and inclusion, you’ll find your work meaningful and your impact lasting.

Why This Role Matters

The Senior Customer Success Manager for our Healthcare portfolio sits at the nexus of product, service, and client experience. You will be the trusted advisor who ensures our healthcare customers not only adopt brighthush’s platform but also realize measurable, transformative outcomes. Your insights will shape product strategy, influence roadmap decisions, and drive long‑term satisfaction and revenue growth. In essence, you will be the bridge that turns technology into tangible value for some of the most complex and regulated organizations in the world.

Key Responsibilities

Portfolio & Relationship Management

• Own a portfolio of large enterprise healthcare accounts and cultivate deep, executive‑level relationships that foster trust, alignment, and mutual success.
• Act as the primary point of contact for all strategic initiatives, ensuring seamless communication between customers and internal teams.
• Develop and maintain a deep understanding of each client’s business model, strategic priorities, and operational challenges.
• Serve as the voice of the customer in cross‑functional meetings, translating client needs into actionable insights for product, engineering, and support.

Product Strategy & Adoption

• Champion feature adoption across client organizations, driving usage metrics and ROI.
• Collaborate with Product Management to prioritize enhancements that deliver the greatest value to healthcare customers.
• Conduct regular business reviews with executive stakeholders to assess adoption, identify gaps, and recommend next steps.
• Develop and deliver tailored adoption roadmaps that align with each client’s strategic objectives.

Escalation & Issue Resolution

• Partner with client product managers and executive leadership to prioritize, manage, and resolve critical issues that impact satisfaction and retention.
• Own the end‑to‑end resolution process, from root‑cause analysis to communication and follow‑up.
• Escalate complex problems to the appropriate internal teams and ensure timely resolution.
• Document lessons learned and share best practices across the Customer Success organization.

Customer Success Planning

• Design and execute tailored success plans that identify critical success factors, key metrics, risk mitigation strategies, and strategic recommendations for each account.
• Track progress against goals, adjust plans proactively, and report outcomes to senior leadership.
• Use data and analytics to forecast renewal risk and identify upsell opportunities.
• Collaborate with Sales and Professional Services to align on account expansion strategies.

SaaS Implementation Oversight

• Guide clients through the end‑to‑end SaaS implementation lifecycle, ensuring they leverage brighthush’s methodology and industry best practices.
• Coordinate cross‑functional resources, including Professional Services, Engineering, and Support, to deliver a smooth onboarding experience.
• Develop implementation playbooks and play‑by‑play guides for new clients.
• Monitor post‑implementation adoption and address any gaps or challenges.

Product Expertise

• Maintain deep knowledge of the brighthush product suite—including HCM, Payroll, Financials, and Supply Chain modules for Healthcare—to provide authoritative guidance and support.
• Stay current on industry trends, regulatory changes, and competitive landscape to advise clients effectively.
• Conduct product training sessions for clients and internal teams.
• Provide feedback to Product Management on feature usage and improvement opportunities.

Advocacy & Engagement

• Foster ongoing two‑way communication, keep customers informed of process changes, and cultivate strong references that fuel sales prospects.
• Represent brighthush at industry events, webinars, and customer forums to showcase success stories and gather feedback.
• Develop case studies and success stories that highlight measurable outcomes.
• Build a community of practice among healthcare customers to share best practices.

Essential Qualifications

• Minimum 5+ years of experience managing large enterprise client relationships within the Healthcare industry.
• 5+ years in Customer Success, Sales, or Software Consulting roles.
• 5+ years of hands‑on experience with SaaS applications, ideally with platforms similar to brighthush.
• Strong functional domain expertise in Healthcare Financials and Supply Chain.
• Proven ability to build executive‑level relationships and collaborate cross‑functionally with Professional Services, Product Management, and other internal teams.
• Excellent verbal and written communication skills, with the ability to chair meetings, host webinars, and deliver compelling presentations.
• Exceptional organization, time‑management, and project‑management skills.
• Bachelor’s degree or equivalent work experience; a business or technical degree is preferred.
• Working knowledge of at least one of the following business areas: Human Resources, Benefits, Payroll, General Ledger, Accounts Payable/Receivable, Procurement, Inventory.
• Willingness to travel up to 30% of the time.

Preferred Qualifications

• Experience with brighthush’s Healthcare product suite, including HCM, Payroll, Financials, and Supply Chain modules.
• Background in consulting or account management with a focus on issue resolution and escalation management at both business owner and executive levels.
• Track record of driving adoption and realizing measurable business outcomes for enterprise clients.
• Knowledge of regulatory and compliance frameworks specific to the Healthcare industry.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences.
• Analytical Acumen – Strong data‑driven decision‑making skills.
• Leadership – Influence without authority, guiding cross‑functional teams toward shared goals.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Adaptability – Thrive in a fast‑paced, evolving environment.
• Collaboration – Work effectively with internal stakeholders and external partners.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Structured mentorship programs with senior leaders across the organization.
• Continuous learning through internal and external training, certifications, and conferences.
• Opportunities to lead cross‑functional initiatives and influence product strategy.
• Clear career pathways within Customer Success, Product Management, and Enterprise Solutions.
• Regular performance reviews that align your goals with the company’s strategic objectives.

Work Environment & Culture

brighthush is committed to creating a flexible, inclusive, and collaborative workplace. Our approach to flexible work blends the best of in‑person and remote collaboration. We expect team members to spend at least 50% of their time in the office or in the field, fostering strong connections and community. Remote “home office” roles have the freedom to join in‑office events and meetings as needed.

Our culture is built on:

• Integrity – We act with honesty, transparency, and accountability.
• Empathy – We listen, understand, and support one another.
• Enthusiasm – We celebrate successes and learn from challenges.
• Diversity & Inclusion – We value diverse perspectives and create an environment where everyone can thrive.
• Innovation – We encourage bold ideas and continuous improvement.

Compensation & Benefits

While specific compensation details are tailored to each candidate’s experience, location, and role, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities. Additional benefits include:

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible holiday policies.
• 401(k) plan with company match.
• Wellness programs, including mental health resources and fitness stipends.
• Professional development budget and tuition reimbursement.
• Employee referral bonuses and recognition programs.

Equal Opportunity & Accessibility

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to providing an inclusive hiring experience. If you require accommodations at any stage of the hiring process, please contact us at [email protected].

Ready to Join brighthush?

If you’re passionate about transforming the healthcare industry, building lasting client relationships, and driving measurable impact, we want to hear from you. Bring your curiosity, courage, and commitment to excellence, and help us create brighter workdays for our customers and our team.

Apply today and become a key player in shaping the future of work at brighthush.