Senior Customer Success Manager – Medical Imaging Services & Equipment Lifecycle Solutions (Remote) – Champion Patient Care Excellence at brighthush
About brighthush
brighthush stands at the forefront of medical imaging support, delivering a full spectrum of end‑to‑end service solutions that keep diagnostic equipment operating at peak performance across the United States. Our mission is simple yet profound: to safeguard the technology that saves lives, ensuring hospitals, clinics, and specialty centers can provide timely, accurate patient care without interruption. By blending cutting‑edge service delivery, proactive asset management, and an unwavering commitment to customer satisfaction, brighthush has earned the trust of healthcare providers who rely on imaging technology to diagnose, treat, and monitor patients.
Industry Landscape & Why It Matters
The medical imaging industry is evolving at a breakneck pace. New modalities such as AI‑enhanced radiology, 3‑D printing for surgical planning, and portable imaging devices are reshaping how clinicians diagnose and treat patients. With this rapid innovation comes an increased demand for reliable, uninterrupted equipment performance. Any downtime can delay critical diagnoses, compromise patient safety, and erode trust in the healthcare system. At brighthush, we recognize that our work directly influences patient outcomes, and we are committed to ensuring that every imaging system we support operates flawlessly.
Why Your Impact Matters
As a Senior Customer Success Manager, you will be the linchpin between our clients and the field service teams. Your strategic oversight and proactive communication will keep equipment uptime high, client satisfaction soaring, and revenue targets on track. In essence, you will be the guardian of patient care excellence, ensuring that the technology powering life‑saving diagnostics remains reliable and efficient.
Role Overview
This fully remote position places you at the heart of brighthush’s service organization. You will own a portfolio of high‑value accounts, ensuring that every service event—from routine maintenance to urgent repairs—meets or exceeds our stringent service level agreements (SLAs). Your data‑driven approach, meticulous coordination, and relentless focus on customer success will help us maintain our reputation as the industry’s most trusted imaging service partner.
Key Responsibilities
- Account Stewardship: Build and nurture long‑term relationships with key stakeholders at each client site, becoming the go‑to advocate for all imaging service needs.
- Service Coordination: Liaise with Field Service Engineers (FSEs), scheduling leads, and parts procurement to orchestrate seamless service events, from initial request to final resolution.
- Communication Excellence: Deliver clear, timely updates to clients and internal teams, ensuring transparency around service status, cost estimates, and any potential delays.
- SLA Management: Monitor and enforce contractual coverages, ensuring response and resolution times consistently meet or exceed SLA commitments.
- Quote & Purchase Order Management: Follow standardized quoting practices, provide accurate cost breakdowns, and secure purchase orders to keep projects on budget.
- Work Order Review: Conduct weekly reviews of work orders, identify bottlenecks, and collaborate with billing to resolve any invoicing or payment issues.
- Escalation & Issue Resolution: Identify critical issues, assess impact, and elevate concerns to senior management when necessary, ensuring swift resolution and client confidence.
- Continuous Improvement: Analyze service data, client feedback, and operational metrics to recommend process enhancements that drive efficiency and satisfaction.
- Cross‑Functional Collaboration: Partner with Sales, Product, and Engineering teams to provide client insights that shape future service offerings and product roadmap.
- Additional Duties: Perform any other responsibilities as assigned to support the broader success of brighthush’s service organization.
Essential Qualifications
- Minimum 2 years of high‑volume customer service experience, preferably in a technical or field‑service environment.
- Strong problem‑solving skills with a focus on efficiency, accuracy, and professionalism.
- Excellent written and verbal communication abilities, capable of translating complex technical details into clear, client‑friendly language.
- Proven ability to manage multiple concurrent tasks and prioritize effectively in a fast‑paced setting.
- Proficiency with scheduling, dispatch, and customer relationship management (CRM) software.
- High School Diploma or GED required; some college coursework or a bachelor’s degree is preferred.
- Experience in field service, equipment maintenance, or medical imaging is a significant plus.
Preferred Qualifications
- Background in medical imaging technology or healthcare operations.
- Experience with service level agreement (SLA) monitoring tools and reporting.
- Knowledge of parts procurement processes and vendor management.
- Demonstrated success in upselling or cross‑selling service add‑ons to existing accounts.
- Certifications in customer success, project management, or related fields.
Core Competencies & Skills
- Customer‑Centric Mindset: Passion for delivering exceptional service and building trust with clients.
- Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
- Collaboration & Influence: Skilled at working with cross‑functional teams and influencing stakeholders at all levels.
- Adaptability: Comfortable navigating change, ambiguity, and evolving client needs.
- Technical Aptitude: Comfortable learning new software tools and understanding technical service workflows.
- Time Management: Mastery of prioritization, scheduling, and meeting deadlines in a remote environment.
Career Growth & Development
At brighthush, we believe that growth is a shared journey. As a Senior CSM, you’ll have access to:
- Structured mentorship programs with senior leaders in Customer Success and Operations.
- Regular training on the latest imaging technologies, service methodologies, and industry best practices.
- Opportunities to lead cross‑functional projects, such as service process redesign or new product launches.
- Clear career pathways to roles such as Customer Success Director, Service Operations Lead, or Product Management.
- Annual performance reviews that align personal goals with company objectives, ensuring transparent progression.
Work Environment & Culture
brighthush thrives on a culture of autonomy, accountability, and collaboration. Key highlights include:
- Fully remote work model with flexible hours to support work‑life balance.
- Regular virtual team gatherings, knowledge‑sharing sessions, and social events.
- Inclusive environment that celebrates diverse perspectives and promotes belonging.
- Commitment to continuous learning through e‑learning platforms, conferences, and certifications.
- Recognition programs that celebrate individual and team achievements.
Compensation & Benefits
We offer a competitive total rewards package designed to attract and retain top talent:
- Base Salary: $50,000 – $65,000 annually, commensurate with experience and performance.
- Health & Wellness: Comprehensive medical, dental, and vision insurance plans.
- Retirement Savings: 401(k) plan with company match to help secure your future.
- Paid Time Off: Generous PTO, paid parental leave, and flexible sick leave.
- Professional Development: Reimbursement for industry certifications, conferences, and training courses.
- Employee Assistance Program: Confidential counseling and support services.
- Technology Stipend: Allowance for home office equipment and internet connectivity.
Equal Opportunity Employer
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or any other protected status.
Ready to Make an Impact?
If you are a proactive, customer‑focused professional who thrives in a fast‑paced, remote environment, we want to hear from you. Join brighthush and help us keep the world’s medical imaging equipment running at peak performance, ensuring that healthcare providers can deliver the best possible care to patients every day.