Senior Customer Success Manager – Healthcare SaaS Platform – Championing Adoption, Retention, Expansion, and Strategic Partnerships at brighthush

About brighthush and the Future of Healthcare

At brighthush, we are rewriting the narrative of modern medicine. Our cloud‑native platform marries real‑time analytics, artificial intelligence, and seamless integration with electronic health records to illuminate diagnostic patterns that were once invisible. By partnering with leading health systems, we are redefining how diagnoses are made, treatments are chosen, and outcomes are measured. If you are passionate about leveraging technology to improve patient care, brighthush offers a platform where your work will touch the lives of thousands of patients across hospitals and health networks.

Why Join brighthush?

• Mission‑Driven Culture: At brighthush, we believe healthcare can—and should—be better. Every day our teams ask hard questions, obsess over detail, and practice constructive feedback. We celebrate successes, learn from failures, and continuously improve both our product and ourselves.
• High Impact Role: As a Senior Customer Success Manager, you will own the full customer journey—from technical integration and onboarding to renewal and expansion—directly influencing the success of our most critical accounts.
• Growth & Learning: brighthush invests heavily in professional development. You’ll have access to industry conferences, internal knowledge‑sharing sessions, and a culture that encourages experimentation and learning.
• Competitive Compensation: Base salary $120,000–$140,000, equity, performance bonus, and a comprehensive benefits package.
• Flexible Work Environment: Fully remote with occasional travel (up to 30%) to client sites. We support hybrid work and provide a generous PTO and wellness budget.

Key Responsibilities

In this role, you will be the linchpin between brighthush’s product, engineering, and our clients’ clinical teams. Your day‑to‑day activities will include:

• Own the Customer Lifecycle: From technical integration and implementation to user training, renewal, and expansion, you will guide each customer through a seamless journey that maximizes value and satisfaction.
• Set and Achieve Retention Goals: Establish clear retention metrics and renewal milestones, collaborating with the Customer Success team to meet or exceed targets.
• Build Strategic Relationships: Cultivate deep partnerships with client leadership, positioning them as product champions who advocate for brighthush across their organization.
• Customer Feedback Loop: Collect, analyze, and act on customer feedback to continuously improve the user experience and inform product roadmap decisions.
• Cross‑Functional Coordination: Lead project progress across engineering, product, and support teams, ensuring timely delivery of new features and enhancements that meet customer needs.
• Product Expertise: Maintain deep knowledge of brighthush’s product suite, advising customers on best practices and optimal solutions to drive clinical outcomes.
• Identify Upsell Opportunities: Collaborate with Sales and Product to identify and execute expansion opportunities, tailoring solutions that align with evolving client requirements.
• Share Success Stories: Document and disseminate case studies, testimonials, and ROI metrics that showcase the impact of brighthush on patient care and operational efficiency.

Essential Qualifications

• 5+ years of experience in customer success, account management, or a related role within the healthcare technology space.
• Proven track record of managing enterprise‑level SaaS accounts, driving adoption, and achieving high renewal rates.
• Strong understanding of clinical workflows, electronic health record systems, and healthcare data standards (HL7, FHIR).
• Excellent communication skills—both written and verbal—across all levels of an organization, including C‑suite executives.
• Analytical mindset with the ability to interpret usage data, identify trends, and translate insights into actionable recommendations.
• Experience leading cross‑functional initiatives and coordinating with engineering, product, and support teams.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Background in clinical informatics, health informatics, or a related field.
• Experience with AI/ML‑driven clinical decision support tools.
• Prior exposure to the regulatory landscape of healthcare technology (HIPAA, GDPR, etc.).
• Demonstrated ability to develop and deliver training programs for clinical staff.
• Fluency in additional languages (e.g., Spanish, French) is a plus.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset with a passion for improving clinical outcomes
• Project Management & Agile Methodologies
• Data‑Driven Decision Making
• Stakeholder Management & Influencing Skills
• Problem‑Solving & Conflict Resolution
• Adaptability & Resilience in a rapidly evolving industry

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the healthcare landscape. As a Senior Customer Success Manager, you will:

• Progress to a Director of Customer Success role, overseeing a team of managers and shaping the overall customer strategy.
• Lead cross‑functional initiatives that influence product development, go‑to‑market strategy, and global expansion.
• Participate in leadership development programs, mentorship circles, and industry panels.
• Earn certifications in healthcare informatics, project management, or customer success frameworks.
• Contribute to thought leadership through whitepapers, webinars, and conference speaking engagements.

Work Environment & Culture

brighthush thrives on a culture of collaboration, curiosity, and continuous improvement. We value:

• Transparent communication across all levels.
• Inclusive decision‑making that respects diverse perspectives.
• Work‑life balance, supported by flexible schedules and generous time‑off policies.
• Regular virtual team gatherings, hackathons, and wellness initiatives.
• A commitment to sustainability and social responsibility, reflected in our product and operations.

Compensation & Benefits

• Competitive Salary: $120,000–$140,000 base, commensurate with experience.
• Equity & Bonus: Equity grants and performance‑based bonuses aligned with company growth.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; and a wellness stipend.
• Retirement: 401(k) with company match.
• Paid Time Off: Generous PTO, sick leave, and a flexible holiday calendar.
• Professional Development: Reimbursement for conferences, courses, and certifications.
• Remote Work Support: Home office stipend and access to a global network of co‑working spaces.

How to Apply

Ready to make a tangible impact on patient care and shape the future of healthcare technology? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can help brighthush continue to empower clinicians and transform outcomes worldwide.