Senior Customer Success Manager – Healthcare Technology & Practice Management Solutions

About brighthush

brighthush is at the forefront of transforming eye care through cutting‑edge technology. Our suite of cloud‑based solutions—ranging from electronic medical records (EMR) and practice management to patient engagement, imaging, and revenue cycle management—empowers ophthalmologists and eye care specialists to deliver faster, more accurate, and more patient‑centric care. With a mission to streamline clinical workflows and elevate practice efficiencies, we partner with clinicians worldwide to unlock the full potential of their practice data.

Our culture is built on innovation, collaboration, and a relentless focus on customer success. We celebrate curiosity, champion continuous learning, and reward bold ideas that drive real impact for our users. At brighthush, you’ll join a diverse, high‑energy team that thrives on solving complex problems and delivering measurable value to our partners.

Position Summary

The Customer Success Manager (CSM) at brighthush is the linchpin in our post‑implementation journey. You will own a portfolio of eye‑care practices, ensuring they realize the full value of our platform from day one and beyond. Your role blends strategic account stewardship with hands‑on support, driving adoption, satisfaction, and renewal while uncovering growth opportunities. You will collaborate closely with onboarding, support, product, and revenue teams to create a seamless, unified experience that keeps our customers thriving.

Key Responsibilities

• Relationship Ownership: Serve as the primary point of contact for a portfolio of practices, building deep, trust‑based relationships with clinical and business stakeholders.
• Adoption & Engagement: Design and deliver tailored training, best‑practice guides, and success check‑ins that accelerate feature adoption and optimize workflow integration.
• Account Health Monitoring: Track usage metrics, customer sentiment, and health scores; proactively identify risks and collaborate with cross‑functional teams to mitigate them.
• Success Planning: Create and maintain customer success plans that outline measurable outcomes, milestones, and value realization pathways.
• Cross‑Functional Collaboration: Partner with onboarding, support, product, and revenue teams to ensure a seamless, end‑to‑end customer experience.
• Renewal & Upsell Enablement: Document outcomes, showcase ROI, and prepare renewal readiness reports; identify expansion opportunities and work with sales to execute upsell strategies.
• Feedback Loop: Capture customer insights, translate them into actionable product enhancements, and advocate for user needs within the product roadmap.
• Documentation & Reporting: Maintain accurate, up‑to‑date records of all customer interactions, risks, and progress in the CRM; generate regular reports for leadership.

Essential Qualifications

• Minimum of 2 years in customer success, account management, implementation, or client‑facing roles within SaaS or healthcare technology.
• Proven track record of managing a portfolio of customers while driving adoption, satisfaction, and measurable outcomes.
• Exceptional consultative communication skills, capable of engaging both clinical and business stakeholders.
• Tech‑savvy mindset with the ability to quickly learn, troubleshoot, and explain complex software solutions.
• Highly organized, with strong time‑management, prioritization, and follow‑through capabilities.
• Comfortable operating in a fast‑moving environment with evolving processes and cross‑functional dependencies.
• Experience using CRM systems such as HubSpot or Salesforce.
• Bachelor’s degree in business, healthcare administration, or equivalent professional experience.

Preferred Qualifications

• Experience in ophthalmology or a related eye‑care specialty.
• Background in revenue cycle management or practice management software.
• Prior exposure to data‑driven decision making and analytics.
• Fluency in multiple languages, especially Spanish or Mandarin, to support a diverse customer base.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset: Passion for delivering exceptional service and measurable value.
• Analytical Acumen: Proficiency in interpreting usage data and translating insights into action.
• Problem‑Solving: Creative, solution‑focused approach to overcoming adoption barriers.
• Collaboration: Strong interpersonal skills to work effectively across multiple teams.
• Adaptability: Thrive in a dynamic, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders.
• Access to industry conferences, webinars, and certification courses.
• Clear career pathways from Customer Success to Product Management, Sales, or Leadership roles.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture

Our culture is defined by:

• Innovation: A safe space to experiment, fail fast, and iterate.
• Collaboration: Cross‑functional teams that share knowledge and celebrate wins together.
• Inclusivity: A diverse workforce where every voice is heard and valued.
• Work‑Life Balance: Flexible remote work options and a results‑oriented approach.
• Impact: Every team member’s contribution directly improves patient care and practice performance.

Compensation & Benefits

While specific figures vary by location and experience, we offer a competitive base salary complemented by a performance‑based bonus structure. Additional benefits include:

• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company match.
• Generous paid time off and holiday schedule.
• Wellness stipend and mental health resources.
• Continuous learning budget for courses, certifications, and conferences.

How to Apply

Ready to help eye‑care professionals unlock the full potential of their practice? Submit your application through our careers portal or send your résumé and cover letter to [email protected]. We look forward to exploring how your expertise can drive success for our partners and shape the future of eye‑care technology.