Senior Customer Success Manager – Remote, SaaS & Healthcare Technology – Driving Adoption, Engagement, and Growth for Vision Care Solutions at brighthush

About brighthush

brighthush is a pioneering force in the intersection of healthcare and technology, dedicated to empowering ophthalmologists, eye care specialists, and vision centers worldwide. Since our founding in 1998, we have evolved from a niche service provider into a comprehensive, full‑stack platform that streamlines clinical workflows, elevates patient engagement, and delivers actionable insights through advanced data analytics. With a vibrant team of 51‑200 professionals, we are headquartered in Palm Beach Gardens, Florida, yet our reach is truly global thanks to a robust remote‑first culture that attracts top talent from across the United States.

Our mission is simple yet profound: to improve eye health outcomes by providing clinicians with intuitive, interoperable tools that reduce administrative burden and elevate patient care. We believe that technology should serve the clinician, not the other way around, and we are committed to continuous innovation, customer advocacy, and a culture of transparency, collaboration, and purpose.

Why Join brighthush?

• Impactful Work – Your role will directly influence how eye care professionals deliver care, leading to measurable improvements in patient outcomes.
• Remote‑First Flexibility – Work from anywhere in the U.S. with a flexible schedule that supports work‑life balance.
• Career Growth – Fast‑moving environment with clear pathways from Customer Success to Product, Sales, or Leadership.
• Competitive Compensation – Base salary, performance‑based bonus, 401(k) matching, comprehensive medical/dental/vision, generous PTO, and holiday schedule.
• Mission‑Driven Culture – Join a team that values innovation, empathy, and continuous learning.

About the Role

As a Remote Senior Customer Success Manager at brighthush, you will be the trusted partner for our ophthalmology clients after they go live. Your day‑to‑day activities will revolve around fostering adoption, ensuring satisfaction, and identifying growth opportunities. You will act as the primary advocate for our customers, translating their needs into actionable insights that shape our product roadmap and drive revenue.

Key Responsibilities

• Primary Relationship Owner – Serve as the main point of contact for a portfolio of customers, building deep, consultative relationships with clinical and business stakeholders.
• Product Adoption Champion – Design and deliver tailored training sessions, webinars, and success check‑ins that accelerate platform usage and unlock value.
• Account Health Steward – Continuously monitor usage metrics, customer sentiment, and health scores; proactively flag risks and collaborate with cross‑functional teams to mitigate them.
• Success Plan Architect – Create and maintain detailed customer success plans that outline measurable outcomes, milestones, and ROI expectations.
• Cross‑Functional Partner – Work closely with Onboarding, Support, Training, Product, and Revenue teams to ensure a seamless, end‑to‑end customer experience.
• Renewal & Upsell Facilitator – Document outcomes, demonstrate clear value, and prepare renewal readiness; identify expansion opportunities and coordinate with Sales to execute upsell strategies.
• Customer Advocate – Capture feedback through surveys, interviews, and usage data; translate insights into actionable product enhancements.
• CRM Steward – Maintain accurate, up‑to‑date documentation of all activities, risks, and progress in our CRM system (HubSpot or Salesforce).
• Thought Leadership – Represent brighthush at industry events, webinars, and user groups, positioning our solutions as the gold standard in vision care technology.

Essential Qualifications

• Minimum 2 years of experience in Customer Success, Account Management, Implementation, or a client‑facing role within SaaS or healthcare technology.
• Proven track record of managing a portfolio of customers while driving adoption, satisfaction, and measurable outcomes.
• Strong consultative communication skills, capable of engaging both clinical (ophthalmologists, nurses) and business stakeholders (practice managers, CFOs).
• Tech‑savvy mindset with the ability to quickly learn, troubleshoot, and explain complex software solutions.
• Highly organized with exceptional time‑management, prioritization, and follow‑through abilities.
• Comfortable operating in a fast‑moving environment with evolving processes and cross‑functional dependencies.
• Experience using CRM systems such as HubSpot or Salesforce.
• Bachelor’s degree in Business, Healthcare Administration, or equivalent professional experience.

Preferred Qualifications

• Experience in the ophthalmology or broader eye care industry.
• Background in data analytics or experience interpreting clinical metrics.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to SaaS renewal and upsell processes.
• Multilingual capabilities, especially Spanish, to serve a diverse patient population.

Key Skills & Competencies

• Customer‑Centric Mindset – Passion for solving customer pain points and delivering tangible value.
• Strategic Thinking – Ability to see the big picture, anticipate future needs, and align solutions accordingly.
• Analytical Acumen – Proficiency in interpreting usage data, health scores, and ROI metrics.
• Collaboration & Influence – Skilled at working with cross‑functional teams and influencing stakeholders without direct authority.
• Adaptability – Thrive in a dynamic environment where priorities shift rapidly.
• Communication Excellence – Clear, concise, and persuasive written and verbal communication.
• Problem‑Solving – Creative and methodical approach to diagnosing and resolving issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear path for advancement. As a Senior Customer Success Manager, you will have the opportunity to:

• Progress to Senior Customer Success Manager, Customer Success Lead, or Director of Customer Success.
• Transition into Product Management, Sales Engineering, or Customer Experience Leadership roles.
• Participate in leadership development programs, mentorship, and continuous learning initiatives.
• Attend industry conferences, webinars, and workshops to stay ahead of trends in ophthalmology and SaaS.
• Contribute to product strategy by sharing customer insights with the Product team.
• Lead cross‑functional projects that shape the future of vision care technology.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, transparency, and purpose. Our remote‑first model means you’ll work with a distributed team that values:

• Flexibility – Flexible hours and a results‑oriented approach.
• Inclusivity – A diverse workforce that celebrates different perspectives.
• Continuous Feedback – Regular 1:1s, performance reviews, and peer feedback loops.
• Innovation – A sandbox environment where ideas are tested, iterated, and implemented.
• Community – Virtual coffee chats, hackathons, and wellness programs that foster connection.
• Recognition – Celebrating wins, both big and small, through shout‑outs, spot bonuses, and team celebrations.

Compensation & Benefits

While specific numbers may vary based on experience, we offer a competitive package that includes:

• Base salary commensurate with market rates for Customer Success roles in the U.S.
• Performance‑based bonus tied to customer satisfaction, renewal rates, and expansion metrics.
• 401(k) plan with company match.
• Comprehensive medical, dental, and vision coverage.
• Generous paid time off (PTO) and a holiday schedule that respects personal commitments.
• Professional development stipend for courses, certifications, and conferences.
• Flexible remote work model with occasional in‑office or team‑building events.
• Employee wellness program, including mental health resources and fitness stipends.
• Equity or stock‑option program for long‑term growth and ownership.

How to Apply

If you are passionate about transforming eye care through technology, enjoy building lasting client relationships, and thrive in a fast‑paced, mission‑driven environment, we would love to hear from you. Submit your application through the link below and join brighthush in shaping the future of vision care.