Senior Customer Success Manager – Patient Access & Reimbursement Programs, Pharma Partnerships & Strategic Growth Leader – Championing Transformative Patient Outcomes at brighthush

About brighthush

brighthush is not just a technology platform; it is a movement that redefines how life‑changing therapies reach patients. By weaving together advanced data science, clinical expertise, and a relentless focus on patient outcomes, we empower pharmaceutical manufacturers to break down financial and administrative barriers. Our patient assistance programs are meticulously designed, launched, and continuously refined to streamline reimbursement workflows, reduce cost‑to‑care, and accelerate sustainable growth for our partners. At brighthush, clinicians, data analysts, legal experts, and customer success leaders collaborate across disciplines to navigate the complex reimbursement ecosystem and deliver measurable impact for patients and manufacturers alike.

Why brighthush is the Place to Accelerate Your Career

We believe that the best solutions emerge from people who are empowered, challenged, and inspired. Our remote‑first culture celebrates creativity, rewards ownership, and embeds learning into everyday work. If you thrive on solving real‑world problems, enjoy cross‑disciplinary collaboration, and want to see the tangible difference your work makes in patients’ lives, brighthush is the platform for you.

Position Overview

We are seeking an experienced Senior Customer Success Manager to lead our Patient Access Programs. In this role, you will be the primary advocate for our pharmaceutical partners, ensuring that patient assistance initiatives are executed flawlessly, reimbursement workflows are optimized, and program outcomes exceed expectations. Your deep understanding of the pharmaceutical reimbursement ecosystem, combined with strong communication and project management skills, will enable you to build lasting relationships and deliver exceptional value to our clients.

What You'll Do

As the linchpin between our clients and the brighthush team, you will:

• Build and nurture strategic partnerships with pharmaceutical manufacturers, health plans, and payer organizations, positioning brighthush as a trusted advisor.
• Design, launch, and refine patient assistance programs that meet regulatory, reimbursement, and patient‑centric requirements, ensuring a seamless experience for all stakeholders.
• Lead cross‑functional initiatives that involve clinical, legal, finance, technology, and marketing teams to deliver high‑impact solutions.
• Drive continuous improvement by identifying process gaps, recommending enhancements, and championing best practices across the organization.
• Advocate for clients in internal strategy sessions, ensuring their feedback shapes product development and service enhancements.
• Mentor junior team members and share your expertise to elevate the overall performance of the Customer Success organization.

Key Responsibilities

• Client Relationship Management: Serve as the trusted advisor for assigned pharmaceutical partners, deeply understanding their business objectives and aligning patient access strategies to achieve shared goals.
• Program Design & Implementation: Partner with cross‑functional teams—clinical, legal, finance, technology, and marketing—to design, launch, and refine patient assistance programs that meet regulatory, reimbursement, and patient‑centric requirements.
• Reimbursement Expertise: Apply 3–5 years of hands‑on experience in benefits investigation, prior authorization, and appeals to troubleshoot and resolve reimbursement challenges, ensuring smooth claim processing and high success rates.
• Performance Monitoring & Reporting: Track key performance indicators (KPIs) such as enrollment rates, claim success rates, patient satisfaction scores, and cost‑efficiency metrics; provide actionable insights to clients and internal stakeholders.
• Project Management: Lead end‑to‑end project timelines, deliverables, and resource allocation, ensuring on‑time and on‑budget program rollouts while maintaining high quality standards.
• Stakeholder Collaboration: Work closely with internal teams—sales, marketing, product, compliance, and data science—to ensure cohesive messaging, alignment with corporate goals, and seamless execution.
• Continuous Improvement: Identify process gaps, recommend enhancements, and champion best practices across the organization to elevate program effectiveness and operational efficiency.
• Client Advocacy: Represent client interests in internal meetings, ensuring that their feedback informs product development, service enhancements, and strategic roadmap decisions.

Essential Qualifications

• 3–5 years of hands‑on experience in the healthcare reimbursement space, specifically within HUB, benefits investigation, prior authorization, and appeals.
• Proven track record in a client‑facing role at the Program Manager level or higher, with demonstrated success in managing complex, multi‑stakeholder initiatives.
• Deep knowledge of the pharmaceutical patient access ecosystem, including patient assistance programs, manufacturer rebates, payer policies, and regulatory requirements.
• Exceptional communication skills—both written and verbal—capable of translating complex reimbursement concepts into clear, actionable guidance for clients.
• Strong project management acumen, with the ability to juggle multiple initiatives, set realistic timelines, and deliver results under tight deadlines.
• Proficiency in CRM platforms (e.g., brighthush) and data analysis tools (brighthush, brighthush, brighthush) to track performance and generate insights.
• Demonstrated ability to build and maintain high‑level relationships with key stakeholders across diverse organizations.
• Self‑motivated, proactive, and comfortable working in a remote, distributed environment.

Preferred Qualifications

• Experience working directly with pharmaceutical manufacturers or large health plans.
• Knowledge of payer reimbursement policies in multiple U.S. states and familiarity with federal regulations (e.g., HIPAA, ACA).
• Background in data analytics or experience with programmatic reporting dashboards.
• Certifications in project management (PMP, Prince2) or customer success (CSM, CSPO).
• Fluency in additional languages (Spanish, Mandarin) to support diverse client bases.

Core Competencies & Skills

• Strategic Thinking: Ability to develop long‑term patient access strategies that align with client business goals and market dynamics.
• Analytical Mindset: Proficiency in interpreting data, identifying trends, and making data‑driven decisions that improve program outcomes.
• Problem‑Solving: Creative approach to overcoming reimbursement roadblocks and optimizing program workflows.
• Collaboration: Strong teamwork skills, comfortable working with cross‑functional groups and external partners.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly and new challenges arise.
• Customer‑Centricity: Deep commitment to delivering exceptional client experiences and outcomes.

Career Growth & Learning Opportunities

At brighthush, we are committed to nurturing talent and fostering professional development. As a Senior Customer Success Manager, you will:

• Progress to senior leadership roles such as Senior Customer Success Manager, Director of Customer Success, or Head of Patient Access Programs.
• Participate in ongoing training programs covering the latest reimbursement regulations, industry trends, and advanced project management techniques.
• Attend industry conferences, webinars, and workshops to stay ahead of evolving patient access strategies.
• Collaborate with thought leaders and innovators in the healthcare space, expanding your professional network and influence.
• Contribute to the development of new service offerings, influencing the future direction of brighthush’s portfolio.
• Receive mentorship from senior leaders who are passionate about your growth and success.

Work Environment & Company Culture

brighthush champions a culture of transparency, inclusivity, and empowerment. Our remote‑first model offers flexibility while maintaining a strong sense of community through:

• Weekly virtual town halls and team check‑ins to share updates, celebrate wins, and align on priorities.
• Monthly “Innovation Fridays” where employees pitch new ideas, experiment with emerging technologies, and drive continuous improvement.
• Mentorship programs pairing junior staff with seasoned leaders to accelerate learning and career progression.
• Annual retreats and team‑building events that strengthen collaboration, foster camaraderie, and reinforce shared values.
• Commitment to work‑life balance, with generous paid time off, flexible scheduling, and a focus on mental and physical well‑being.
• Virtual wellness resources, including fitness classes, mindfulness sessions, and access to mental health professionals.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to client satisfaction, program success metrics, and company growth.
• Comprehensive health, dental, and vision insurance plans for you and your family.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• Unlimited paid time off (PTO) policy to support personal well‑being and prevent burnout.
• Professional development stipend for courses, certifications, and conferences that enhance your skill set.
• Wellness resources, including virtual fitness classes, mental health support, and wellness stipends.
• Equity options for eligible employees, aligning your success with the company’s growth trajectory.

How to Apply

If you’re ready to elevate patient access programs, drive measurable impact, and grow your career in a purpose‑driven environment, we want to hear from you. Submit your resume and a cover letter outlining your relevant experience and why you’re excited about this role at brighthush.

Join us in transforming the way patients access life‑changing therapies. Apply today and become a key player in shaping the future of healthcare access.