Senior Customer Success Manager – North America (US) – Championing Patient Outcomes through Advanced Cardiac Remote Monitoring Solutions

About brighthush

brighthush is a trailblazing digital MedTech company that is redefining how cardiologists deliver care. By harnessing the power of Big Data and Artificial Intelligence, we provide a cutting‑edge cardiac remote monitoring platform that transforms complex clinical data into actionable insights. Our mission is simple yet profound: enable clinicians to identify patient issues earlier, reduce hospital readmissions, and ultimately improve patient outcomes.

Founded in 2016 by Dr. Arnaud Rosier, a cardiologist and AI researcher, and David Perlmutter, an engineer and entrepreneur, brighthush has evolved from a French startup into a global scale‑up. Today, more than 250 hospitals and medical centers trust our solutions to support over 100,000 patients worldwide. We are now expanding rapidly across the United States, and we’re looking for passionate, customer‑centric professionals to join our team.

Why brighthush?

• Impactful Work – Every day you’ll help clinicians deliver higher‑quality, proactive care that saves lives.
• Collaborative Culture – Work side‑by‑side with data scientists, engineers, clinical affairs, regulatory experts, IT specialists, sales leaders, and fellow customer success professionals.
• Growth Opportunities – As a fast‑growing company, we provide clear career pathways, mentorship, and the chance to shape product strategy.
• Innovation‑Driven Environment – Be part of a team that constantly pushes the boundaries of what technology can do for patient care.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an inclusive environment where every voice is heard.
• Flexible Work Model – Enjoy a remote‑first approach that balances autonomy with collaboration through weekly virtual huddles and monthly town halls.

Position Overview

The Senior Customer Success Manager – North America (US) is the linchpin of our customer experience strategy. You will be the primary advocate for our clients, ensuring they achieve maximum value from our remote cardiac monitoring platform. Your role will span onboarding, ongoing support, product feedback, and strategic partnership, all while driving measurable success metrics such as Net Promoter Score (NPS), customer retention, and clinical adoption rates.

Key Responsibilities

• Customer Onboarding & Training – Design and execute a seamless onboarding journey for new clients, from initial setup to advanced platform usage. Deliver engaging training sessions that empower clinicians and staff.
• Relationship Management – Build and nurture long‑term relationships with key stakeholders, including physicians, nurses, and administrative leaders. Serve as the trusted advisor who understands their clinical workflows and business goals.
• Technical Support & Issue Resolution – Act as the first line of defense for technical inquiries. Diagnose problems, coordinate with engineering and product teams, and ensure rapid resolution.
• Sales & Product Collaboration – Partner with the US Sales team pre‑ and post‑sale to align expectations and facilitate a smooth transition. Translate customer feedback into actionable product enhancements.
• Success Metrics & Retention – Track and analyze NPS, adoption rates, churn, and other KPIs. Develop strategies to improve satisfaction and reduce churn.
• Process Improvement – Create and refine playbooks, best‑practice guides, and standardized procedures for onboarding and engagement. Continuously iterate on processes to increase efficiency.
• Customer Education & Communication – Keep clients informed about platform updates, new features, and industry trends. Craft clear, concise communications that resonate with clinical audiences.
• Project Management – Lead customer‑specific initiatives such as EHR integrations, workflow optimizations, and data‑migration projects. Manage timelines, resources, and deliverables.
• Travel – Travel to medical centers across North America as needed (approximately 20% of the time) to conduct in‑person training, workshops, and relationship building.
• Cross‑Functional Leadership – Champion customer insights across product, engineering, and regulatory teams to drive continuous improvement.
• Data‑Driven Decision Making – Leverage analytics to identify usage patterns, forecast adoption, and recommend proactive interventions.

Essential Qualifications

• Bachelor’s degree in Healthcare Technology, Business, or a related field.
• Minimum of 3 years of proven experience in customer success, onboarding, or account management within the medical device or healthcare industry.
• Experience with remote cardiac monitoring or other cardiology‑related technologies is highly desirable.
• Strong understanding of reimbursement codes for remote monitoring and familiarity with clinical stakeholders (physicians, nurses, administrators).
• Demonstrated ability to manage complex, cross‑functional projects.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and collaboration tools (e.g., Slack, Notion).
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, actionable language for diverse audiences.

Preferred Qualifications

• Advanced degree (MBA, MPH, or equivalent) or certifications in Customer Success (CSM, CCS).
• Experience in a high‑growth startup environment where you’ve helped shape customer success strategies.
• Knowledge of regulatory frameworks (HIPAA, GDPR) and data security best practices.
• Fluency in multiple languages, especially Spanish or French, is a plus.
• Experience with data analytics tools (Tableau, Power BI) to visualize customer metrics.

Core Skills & Competencies

• Communication – Exceptional written and verbal communication skills tailored to diverse audiences.
• Relationship Building – Ability to forge trust with clinicians, administrators, and executive leaders.
• Problem‑Solving – Analytical mindset with a knack for troubleshooting and root‑cause analysis.
• Entrepreneurial Spirit – Thrive in a fast‑paced, evolving environment and take initiative to drive results.
• Attention to Detail – Meticulous in data tracking, reporting, and documentation.
• Passion for Customer Success – Deep commitment to delivering exceptional value and measurable outcomes.
• Adaptability – Comfortable navigating ambiguity and shifting priorities.
• Strategic Thinking – Ability to align customer goals with business objectives and product roadmap.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you’ll have access to:

• Mentorship from senior leaders in product, sales, and clinical affairs.
• Regular training on the latest AI, data analytics, and healthcare trends.
• Opportunities to lead cross‑functional initiatives and influence product roadmap.
• Clear promotion pathways to Customer Success Director, Head of Customer Success, or Product Management roles.
• Participation in industry conferences, webinars, and thought‑leadership panels.
• Access to an internal learning platform with courses on leadership, negotiation, and advanced analytics.
• Annual performance bonuses tied to both individual and team success metrics.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, transparency, and continuous improvement. Our remote‑first approach allows you to work from anywhere while staying connected through weekly virtual huddles, monthly town halls, and spontaneous “coffee chats.” We celebrate diversity, encourage innovation, and reward bold ideas that drive patient outcomes. Our team values:

• Empathy – Understanding the challenges our clinicians face and responding with compassion.
• Ownership – Taking responsibility for outcomes and driving initiatives to completion.
• Curiosity – Constantly learning and experimenting to improve our platform and processes.
• Accountability – Delivering on commitments and measuring impact through data.

Compensation & Benefits

• Competitive Base Salary – $120,000 per year, commensurate with experience.
• Variable Pay – 10% bonus tied to annual objectives and customer success metrics.
• Health & Wellness – Comprehensive medical, dental, and vision coverage (90% paid by brighthush, 70% for dependents).
• Retirement Plan – 401(k) with up to 4% company match.
• Paid Time Off – 25 days of PTO plus 9 U.S. bank holidays.
• Family Leave – 4 weeks of fully paid maternity/paternity leave.
• Professional Development – Reimbursement for certifications, courses, and conferences.
• Wellness Programs – Gym membership discounts, mental health resources, and wellness stipends.
• Remote Work Stipend – Monthly allowance for home office setup and internet.
• Equity Participation – Eligibility for a startup equity program after 12 months of service.

Recruitment Process

1. Screening interview with HR or Hiring Manager.
2. Technical interview with the Lead Customer Success Manager (US).
3. Final interview with the COO.
4. Reference and background checks (if applicable).

We aim to complete the hiring process in under four weeks, ensuring a swift and engaging experience for all candidates.

Ready to Make a Difference?

If you are a customer‑first professional with a passion for healthcare innovation, we want to hear from you. Join brighthush and help shape the future of cardiology, one patient at a time.