Senior Customer Success Manager – Healthcare SaaS Platform – Driving Adoption, Engagement, and Growth at brighthush

About brighthush

brighthush is a trailblazing healthcare SaaS company that empowers hospitals, health systems, and clinical practices to harness the full potential of data. By integrating real‑time analytics, workflow automation, and patient‑centric dashboards, we help our partners deliver safer, more efficient, and cost‑effective care. Our platform is trusted by leading institutions across North America, and our mission is simple: connect data to improve care delivery.

As a remote‑first organization, brighthush values flexibility, collaboration, and continuous learning. We foster an inclusive culture where every team member can thrive, innovate, and make a tangible impact on patient outcomes. If you are passionate about technology, healthcare, and customer success, brighthush offers a dynamic environment where your expertise will shape the future of health IT.

Position Overview

We are seeking an experienced Customer Success Manager to join our growing Customer Success team. In this role, you will be the primary advocate for our healthcare clients, ensuring they achieve maximum value from our platform, drive adoption, and remain loyal partners. You will collaborate closely with sales, product, and support teams to create a seamless customer journey from onboarding through renewal.

Why this role matters: Your work directly influences patient safety, operational efficiency, and the financial health of our clients. By turning data into actionable insights, you help healthcare organizations reduce errors, cut costs, and improve patient outcomes—all while building long‑term relationships that fuel brighthush’s growth.

Key Responsibilities

• Customer Relationship Management: Serve as the trusted point of contact for a portfolio of mid‑to‑large healthcare organizations, building deep relationships with key stakeholders such as CIOs, Clinical Directors, and IT Leads.
• Onboarding & Adoption: Lead the end‑to‑end onboarding process, ensuring new customers are fully trained, integrated, and actively using the platform’s core features within the first 90 days.
• Data‑Driven Success Planning: Develop and execute customized success plans that leverage data analytics to identify usage patterns, forecast adoption, and recommend actionable improvements.
• Renewal & Expansion: Drive renewal conversations, negotiate contract terms, and identify upsell opportunities that align with the customer’s evolving needs and strategic goals.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Support to surface customer feedback, influence roadmap decisions, and resolve escalated issues.
• Performance Reporting: Produce quarterly business reviews (QBRs) and executive dashboards that showcase ROI, adoption metrics, and health outcomes.
• Travel & Client Engagement: Travel within North America up to 25% of the time to meet clients face‑to‑face, conduct workshops, and attend industry events.
• Continuous Improvement: Identify process gaps, propose enhancements to the CS workflow, and share best practices across the team.

Essential Qualifications

• Minimum 3 years of customer success or account management experience in a SaaS environment, preferably within healthcare.
• Proven track record of driving product adoption, achieving high renewal rates, and delivering measurable customer outcomes.
• Strong analytical mindset with the ability to interpret data, generate insights, and translate them into actionable strategies.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and familiarity with CRM tools such as Salesforce or HubSpot.
• Self‑motivated, organized, and comfortable working in a fast‑paced, remote-first environment.
• Valid driver’s license and willingness to travel up to 25% of the time across North America.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience working with electronic health record (EHR) systems or clinical data platforms.
• Knowledge of healthcare regulations (HIPAA, HITECH) and data privacy best practices.
• Background in data analytics, business intelligence, or a related technical field.
• Previous experience in a high‑growth SaaS startup or scale‑up environment.
• Certified Customer Success Manager (CCSM) or similar credential.

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving real‑world problems and delivering tangible value to clients.
• Strategic Thinking: Ability to align customer goals with product capabilities and long‑term business objectives.
• Data Literacy: Comfortable working with dashboards, KPI tracking, and statistical analysis.
• Project Management: Skilled at coordinating cross‑functional initiatives, setting timelines, and meeting deliverables.
• Problem‑Solving: Quick to diagnose issues, propose solutions, and drive resolution.
• Collaboration & Influence: Works effectively with sales, product, and support teams to create a unified customer experience.
• Adaptability: Thrives in a dynamic environment with evolving priorities and technologies.

Career Growth & Development

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

• Progress to a Senior Customer Success Manager or Customer Success Lead role, overseeing a larger portfolio and mentoring junior team members.
• Transition into Product Management or Customer Experience Strategy, leveraging your deep customer insights to shape product roadmaps.
• Participate in leadership development programs, including mentorship, executive coaching, and cross‑departmental projects.
• Attend industry conferences, webinars, and training sessions to stay ahead of healthcare technology trends.
• Earn performance‑based bonuses, equity options, and recognition awards that reward your impact on customer success and company growth.

Work Environment & Culture

brighthush is proud to be a remote‑first organization that values flexibility, diversity, and inclusion. Our culture is built on:

• Collaboration: Daily stand‑ups, virtual brainstorming sessions, and open communication channels keep teams aligned.
• Innovation: We encourage experimentation, rapid prototyping, and a fail‑fast mentality to drive continuous improvement.
• Well‑being: Flexible work hours, mental health resources, and a generous paid time off policy help you maintain a healthy work‑life balance.
• Community: Regular virtual town halls, hackathons, and volunteer opportunities foster a sense of belonging and purpose.
• Learning: Access to an extensive library of courses, certifications, and internal knowledge bases supports your professional growth.

Compensation & Benefits

Base Salary: USD 85,000 – 105,000 per year, commensurate with experience and performance.

Bonus & Equity: Eligible for annual performance bonuses and potential equity grants, aligning your success with the company’s long‑term vision.

Benefits:

• Generous paid time off (PTO) and flexible vacation policy.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance for you and your dependents.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Professional development stipend for courses, certifications, and conferences.
• Employee assistance program (EAP) for mental health support.

How to Apply

Ready to make a difference in the healthcare industry and grow your career with a forward‑thinking SaaS company? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Customer Success Manager role at brighthush. We look forward to exploring how your expertise can help us transform data into better care outcomes.