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

About brighthush

At brighthush, we are redefining the future of healthcare by combining cutting‑edge technology with compassionate service. With a global footprint spanning more than 70 countries, our team of over 72,000 dedicated professionals is united by a single purpose: to pioneer breakthroughs that improve patient outcomes everywhere, sustainably. We celebrate diversity, foster innovation, and empower each employee to bring their authentic self to work. Whether you’re a seasoned industry veteran or an ambitious early‑career professional, brighthush offers a dynamic environment where your contributions matter and your growth is a priority.

Role Overview

We are seeking a highly motivated Senior Customer Success Manager to join our New York Metro team. In this pivotal role, you will serve as the primary advocate for our customers, ensuring seamless service delivery, proactive problem resolution, and continuous value realization. You will collaborate closely with sales, engineering, and operations partners to align customer expectations with brighthush’s high‑quality solutions and support services.

Why This Role Matters

Customer success is the linchpin that transforms a one‑time purchase into a long‑term partnership. Your expertise will directly influence customer satisfaction, retention, and revenue growth. By mastering the intricacies of our service portfolio and becoming the “voice of the customer,” you will help shape the future of healthcare technology delivery across the region.

Key Responsibilities

• Account Management & Analytics: Analyze Accounts Receivable (AR) status, identify trends, and provide actionable recommendations to internal stakeholders to optimize cash flow and financial health.
• Stakeholder Communication: Act as the central conduit between customers and brighthush teams—including Sales, Service, and Technical Support—ensuring timely, transparent, and accurate information flow.
• Technical Escalation Leadership: Own the escalation process for complex technical issues, coordinating with Regional Service Managers (RSM), Customer Service Engineers (CSE), and parts logistics to achieve rapid resolution.
• Compliance & Preventive Maintenance: Monitor Preventive Maintenance (PM) and Update Instruction (UI) activities across all assigned sites, liaising with Customer Call Center (CCC) and CSE resources to maintain 100% compliance.
• Service Delivery Oversight: Oversee billing validation, purchase order (PO) creation, and vendor service approvals, ensuring all administrative processes align with customer expectations and regulatory standards.
• Escalation Management: Resolve conflicts between internal teams and external service providers, maintaining a high level of customer trust and satisfaction.
• Relationship Building: Cultivate strong, collaborative relationships with key account managers, sales executives, and in‑house service teams to create a unified customer experience.
• Voice of the Customer: Gather, analyze, and communicate customer feedback to product and service teams, driving continuous improvement and innovation.

Essential Qualifications

• Bachelor’s degree in a medical, engineering, technology, or business field (BS/BA). A background in healthcare operations is highly preferred.
• Minimum of 3 years of professional experience in multi‑vendor imaging and biomedical technology maintenance, with a proven track record of operational excellence.
• Strong analytical skills with the ability to interpret financial data, service metrics, and performance indicators.
• Exceptional verbal and written communication skills, including the ability to craft clear, concise presentations for diverse audiences.
• Results‑driven mindset: Demonstrated ability to set goals, prioritize tasks, and deliver outcomes in a fast‑paced environment.
• Proficiency in Microsoft Office Suite, CRM systems, and service management platforms.

Preferred Qualifications

• Experience in a healthcare technology or medical device environment, particularly with large‑scale service operations.
• Knowledge of regulatory frameworks (e.g., HIPAA, ISO 13485) and vendor credentialing processes.
• Project management certification (PMP, Prince2) or equivalent experience.
• Fluency in multiple languages, especially Spanish, to support a diverse customer base.
• Prior experience in a customer‑facing role within a global organization.

Skills & Competencies

• Customer‑Centricity: Deep empathy for customer needs and a passion for delivering exceptional service.
• Problem‑Solving: Ability to diagnose complex issues, develop solutions, and implement corrective actions swiftly.
• Collaboration: Proven track record of working cross‑functionally with sales, engineering, and operations teams.
• Adaptability: Comfortable navigating ambiguity and adjusting priorities in a dynamic environment.
• Leadership: Ability to influence stakeholders, mentor junior team members, and drive initiatives forward.
• Data‑Driven Decision Making: Skilled at leveraging metrics to inform strategy and measure success.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Success Manager, you will:

• Participate in a structured onboarding program that includes hands‑on training with our service teams and exposure to our global operations.
• Access to continuous learning resources—online courses, certifications, and industry conferences—to keep your skills at the forefront of healthcare technology.
• Mentorship from senior leaders who are committed to your growth and success.
• Clear career pathways into senior customer success, account management, or service operations leadership roles.
• Opportunities to lead cross‑functional projects that shape the future of our service delivery model.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, innovation, and inclusivity. Our New York Metro office is a vibrant hub where ideas flow freely, and teamwork is celebrated. We offer:

• Flexible work arrangements, including hybrid options to support work‑life balance.
• A supportive environment that encourages stepping beyond comfort zones and pursuing personal and professional growth.
• Regular team‑building events, wellness programs, and community outreach initiatives.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer a competitive base salary range of $132,270 – $181,874, commensurate with experience, skills, and market conditions. In addition, you may be eligible for performance‑based incentives aligned with company and individual goals.

Our comprehensive benefits package includes:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Life and disability insurance.
• Paid time off, sick leave, and paid holidays.
• Public transportation stipend and paid parking.
• Employee wellness programs and mental health resources.
• Professional development budget and tuition reimbursement.

How to Apply

Ready to make a tangible impact on patient care and customer satisfaction? Submit your application through our talent community portal. We encourage you to upload your resume, cover letter, and any relevant certifications. Our recruitment team will review your profile and reach out to discuss next steps.

Closing Statement

Join brighthush and become part of a mission‑driven organization that is reshaping healthcare for the better. As a Senior Customer Success Manager, you will play a critical role in ensuring our customers receive the highest level of service and support. If you are passionate about technology, customer advocacy, and continuous improvement, we want to hear from you. Apply today and help us bring brighter, healthier futures to patients everywhere.