Senior Customer Success Manager – Remote, Healthcare & O&P Distribution – Lead Global Team at brighthush

About brighthush

brighthush is a trailblazing leader in the orthotic and prosthetic (O&P) industry, dedicated to transforming patient care through cutting‑edge technology, evidence‑based clinical programs, and a relentless commitment to customer satisfaction. With a global footprint that spans hospitals, outpatient clinics, and home‑care settings, brighthush delivers innovative solutions that empower clinicians and patients alike to achieve optimal mobility and quality of life.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. We foster a culture of collaboration, continuous learning, and empowerment—where every team member has the opportunity to shape the future of healthcare. As a Senior Customer Success Manager, you will play a pivotal role in ensuring that our partners and end‑users receive unparalleled support, driving adoption of our products and services while building lasting relationships.

Key Responsibilities

• Lead and Inspire a Remote Team: Oversee a high‑performing, geographically dispersed customer success team, providing coaching, mentorship, and performance management to achieve team and individual goals.
• Define and Track KPIs: Develop, implement, and refine key performance indicators that measure customer health, satisfaction, and retention. Use data-driven insights to drive continuous improvement.
• Implement Technology Solutions: Champion the adoption of MRP (Manufacturing Resource Planning) systems, CRM platforms, and advanced call‑center tools to streamline workflows and enhance the customer experience.
• Project Management: Lead cross‑functional projects that span product, engineering, sales, and marketing, ensuring timely delivery of initiatives that improve service quality and operational efficiency.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating feedback into actionable product enhancements and service improvements.
• Strategic Account Management: Build and maintain strong relationships with key accounts, identifying upsell opportunities and ensuring high‑value partnerships.
• Continuous Process Improvement: Analyze existing processes, identify bottlenecks, and implement best practices to increase productivity and customer satisfaction.
• Reporting & Analytics: Produce regular reports for senior leadership, highlighting trends, risks, and opportunities in customer success.

Essential Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• Minimum of 5 years of experience in healthcare, O&P distribution, or a closely related support environment.
• At least 2 years of supervisory or team‑lead experience, preferably in a remote or distributed setting.
• Proven track record of implementing MRP systems, CRM solutions, and call‑center technologies.
• Strong project management skills, with the ability to manage multiple initiatives simultaneously.
• Excellent communication, negotiation, and interpersonal skills.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience working with orthotic and prosthetic products or in a medical device environment.
• Knowledge of healthcare regulations, compliance standards, and industry best practices.
• Advanced proficiency in data analytics tools (e.g., Tableau, Power BI) and Excel.
• Certifications in Customer Success Management, Six Sigma, or PMP.
• Experience leading global teams across multiple time zones.

Core Skills & Competencies

• Leadership & Team Development
• Strategic Thinking & Visioning
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Change Management
• Conflict Resolution & Negotiation
• Technical Proficiency (MRP, CRM, Live Chat, Call Center Systems)
• Project Management & Agile Methodologies

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our employees. As a Senior Customer Success Manager, you will have access to:

• Structured leadership development programs and mentorship from senior executives.
• Regular training on emerging technologies, industry trends, and best practices.
• Opportunities to transition into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.
• Cross‑functional projects that broaden your skill set across product, engineering, and sales.
• Participation in industry conferences, webinars, and thought‑leadership initiatives.

Work Environment & Culture

brighthush embraces a flexible, remote‑first culture that empowers employees to work from anywhere while staying connected through robust collaboration tools. Our culture is built on:

• Transparency and open communication across all levels.
• A commitment to diversity, equity, and inclusion.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Community outreach and volunteer opportunities that align with our mission to improve patient outcomes.
• Regular virtual team‑building events, hackathons, and innovation challenges.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior customer success leadership.
• Performance‑based bonuses and equity options.
• Generous paid time off (PTO) and flexible vacation policy.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Parental leave policies that support new parents.
• Relocation assistance for candidates moving to the Phoenix, Arizona area or other locations.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and wellness benefits.

How to Apply

If you are a results‑driven leader with a passion for customer success and a desire to make a tangible impact in the healthcare sector, we invite you to join the brighthush team. Submit your application through our careers portal and take the first step toward an exciting and rewarding career.

Join brighthush – Where Innovation Meets Compassion

At brighthush, we are redefining the future of orthotic and prosthetic care. Your expertise will help us deliver world‑class solutions that improve lives worldwide. We look forward to welcoming you to our dynamic, inclusive, and forward‑thinking organization.