Senior Customer Success Manager – New York Metro – Healthcare Technology & Service Excellence

About brighthush

At brighthush, we are on a relentless mission to transform patient care through cutting‑edge medical technology and world‑class service. With a global footprint that spans more than 70 countries and a workforce of over 72,000 dedicated professionals, brighthush is a leader in delivering innovative solutions that empower clinicians, streamline operations, and improve outcomes for patients everywhere. Our culture is built on curiosity, collaboration, and a deep commitment to diversity and inclusion. We believe that every team member brings a unique perspective that fuels our collective success.

Why Join brighthush?

• Impactful Work – Your role will directly influence the satisfaction and success of our healthcare partners, ensuring they receive the highest level of service and support.
• Career Growth – brighthush offers a clear career ladder, mentorship programs, and continuous learning opportunities to help you advance from a Customer Success Manager to senior leadership.
• Innovative Environment – Work alongside scientists, clinicians, engineers, and developers who are shaping the future of medical technology.
• Inclusive Culture – We celebrate diversity in all its forms and foster an environment where every voice is heard and valued.
• Competitive Compensation & Benefits – A comprehensive package that includes base salary, performance incentives, health coverage, retirement plans, and more.

Key Responsibilities

As a Customer Success Manager at brighthush, you will be the linchpin between our clients and internal teams, ensuring seamless service delivery and fostering long‑term relationships. Your day‑to‑day activities will include:

• Analyzing Accounts Receivable (AR) status and providing actionable insights to internal stakeholders.
• Acting as the primary communication bridge between clients and brighthush sales, service, and technical support teams.
• Managing technical escalations in collaboration with Regional Service Managers (RSM), Customer Success Engineers (CSE), and parts logistics teams.
• Monitoring Preventive Maintenance (PM) and Update Instruction (UI) compliance across all field locations, coordinating with the Customer Call Center (CCC) to achieve 100% adherence.
• Serving as the liaison between the brighthush service team and client in‑house service departments (e.g., Biomedical/Clinical Engineering).
• Overseeing billing validation, purchase order (PO) creation, and approval processes for vendor services.
• Handling escalations between internal and external service providers, ensuring timely resolution and client satisfaction.
• Building and maintaining strong relationships with key client stakeholders, including Key Account Managers (KAM) and Key Account Executives (KAE).
• Acting as the “Voice of the Customer” by gathering feedback, identifying improvement opportunities, and advocating for client needs across the organization.
• Supporting all aspects of service delivery and daily operations to ensure a smooth, efficient client experience.

Essential Qualifications

• Bachelor’s degree in a medical field, engineering, technology, or business administration (healthcare background preferred).
• Minimum of 3 years of professional experience in supporting multi‑vendor imaging and biomedical technology maintenance operations.
• Proven track record of managing complex service projects with a focus on time, cost, and quality.
• Strong analytical skills with the ability to interpret financial data and operational metrics.
• Excellent verbal, written, and presentation communication skills.
• Results‑driven mindset with a passion for delivering positive customer impact while balancing business objectives.
• Experience in vendor credentialing and compliance with industry regulations.

Preferred Qualifications

• Advanced certifications in project management (PMP, Prince2) or customer success (CSM).
• Experience working in a global, matrixed organization with cross‑functional teams.
• Knowledge of healthcare regulations, reimbursement models, and clinical workflows.
• Proficiency in CRM platforms (e.g., Salesforce) and service management tools.
• Fluency in additional languages (e.g., Spanish, French) is a plus.

Skills & Competencies

• Strategic Thinking – Ability to align customer success initiatives with brighthush’s business goals.
• Problem‑Solving – Quick identification of root causes and development of effective solutions.
• Stakeholder Management – Building trust and influence across diverse groups.
• Project Management – Planning, executing, and closing projects on schedule.
• Data‑Driven Decision Making – Leveraging metrics to drive continuous improvement.
• Adaptability – Thriving in a fast‑paced, evolving environment.
• Collaboration – Working seamlessly with sales, engineering, finance, and operations.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured mentorship programs pairing you with senior leaders.
• Internal training modules covering technical, sales, and leadership skills.
• Opportunities to lead cross‑functional initiatives and influence product strategy.
• Clear promotion pathways from Customer Success Manager to Senior Manager, Director, and beyond.
• Support for pursuing industry certifications and advanced degrees.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and high‑energy workplace. Our New York Metro office is a modern, open‑concept space designed to encourage creativity and teamwork. We offer flexible work arrangements, including hybrid models, to support work‑life balance. Our culture is defined by:

• Respect for individuality and diverse perspectives.
• Commitment to continuous improvement and innovation.
• Recognition of achievements through awards, shout‑outs, and career advancement.
• Community engagement initiatives that give back to local healthcare providers.

Compensation & Benefits

Base Salary Range: $132,270 – $181,874 (dependent on experience, skills, and market conditions). This role may also be eligible for performance‑based commissions in line with brighthush’s incentive plan.

Benefits include:

• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Life insurance and short‑term/long‑term disability coverage.
• Paid parking and public transportation subsidies.
• Generous paid time off (PTO), sick leave, and personal days.
• Employee wellness programs and mental health resources.
• Professional development stipend and tuition reimbursement.

Vendor Credentialing & Compliance

To perform essential functions, you must meet all vendor credentialing requirements for client site access. This includes:

• Valid government identification (photo ID, driver’s license, SSN).
• Background checks, drug screening, and immunization records (COVID‑19, Hep B, MMR, Varicella, Influenza, Tetanus).
• Annual TB testing and healthcare training certifications.

Equal Opportunity & Diversity Statement

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 without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected status.

How to Apply

Ready to make a difference in healthcare? Click the link below to submit your application and join the brighthush team.

We look forward to exploring how your expertise and passion can help us continue to pioneer breakthroughs in healthcare for everyone, everywhere, sustainably.