Senior Customer Success Manager – Startup Dental Practice Growth & Retention Lead – Championing Adoption, Revenue Expansion, and Advocacy for New Clinics at brighthush

About brighthush

brighthush isn’t just a software vendor; it’s a mission‑driven partner that empowers the next generation of dental practices to launch, scale, and thrive. Our cloud‑based platform unifies clinical workflows, patient engagement, and revenue optimization into a single, intuitive experience. Founded by seasoned dentists and technologists, brighthush has evolved from a small startup into the trusted backbone for thousands of dentists across the United States. We give practice owners the tools to focus on patient care while we handle the technology, allowing them to grow faster, serve more patients, and achieve lasting success.

Our vision is simple: every dental practice, regardless of size, can deliver world‑class care without the burden of complex technology. To realize this vision, brighthush invests heavily in product innovation, customer education, and a culture of relentless improvement. As a result, brighthush has become synonymous with reliability, speed, and a customer‑first mindset in the dental tech ecosystem.

Why This Role Matters

As the Senior Customer Success Manager – Startup Dental Practice Growth & Retention Lead, you will be the linchpin between brighthush’s innovative product and the entrepreneurs who rely on it to build their first practice. You’ll guide them through the entire customer lifecycle, from the moment they enroll in our Start‑Up Support Program to the day they transition to a paid subscription and beyond. Your work will directly influence adoption rates, retention, and the long‑term success of our customers—making you an essential part of brighthush’s growth engine.

Key Responsibilities

1. Customer Relationship Management

• Serve as the primary advocate for new dental clinics, ensuring they receive the support and guidance needed to hit milestones quickly.
• Translate frontline insights into product enhancements, influencing the roadmap and driving continuous improvement.
• Build a community of satisfied, high‑performing practices that become ambassadors for brighthush.

2. Onboarding & Adoption Excellence

• Own the customer journey from enrollment to successful implementation, collaborating closely with Sales to ensure a smooth handoff.
• Partner with Onboarding, Training, and Support teams to deliver a friction‑free implementation experience.
• Drive product adoption by educating customers on best practices, workflows, and new features that improve operational efficiency.
• Develop and execute tailored success plans that align software utilization with each practice’s growth objectives.
• Track onboarding milestones and provide real‑time status updates to internal stakeholders.
• Leverage data analytics to identify adoption gaps and recommend targeted interventions.

3. Start‑Up Program Management

• Manage a portfolio of startup practices, monitoring milestones such as onboarding progress, product adoption, patient growth, and overall account health.
• Conduct regular success check‑ins and business reviews to celebrate wins, identify gaps, and align on future goals.
• Guide customers through the transition from the Start‑Up Support Program to a paid brighthush subscription, ensuring they realize value and are ready for renewal.
• Identify and mitigate risks that could impact adoption, satisfaction, or retention, and develop actionable plans.
• Document lessons learned and best practices to refine the program for future cohorts.
• Coordinate cross‑functional resources to accelerate time‑to‑value for each practice.

4. Product Adoption & Growth Enablement

• Monitor customer health, engagement, and product utilization to uncover opportunities for deeper adoption of current and new features.
• Partner with startup customers throughout their first year to help them achieve operational and clinical excellence.
• Provide strategic guidance on workflow optimization, practice efficiency, and software utilization.
• Identify expansion opportunities and collaborate with the Growth Sales team to pursue upsell and cross‑sell initiatives.
• Champion the adoption of new releases and integrations, ensuring customers are fully leveraged.
• Act as a product evangelist, sharing success stories and best practices across the customer community.

5. Proactive Customer Engagement

• Maintain consistent communication to understand evolving business needs, gather feedback, and deliver strategic recommendations.
• Anticipate customer needs and proactively provide resources, education, and guidance that contribute to long‑term success.
• Foster customer confidence by helping practices maximize the value of their investment in brighthush.
• Leverage community forums, webinars, and user groups to build a vibrant customer ecosystem.
• Encourage participation in beta programs and feature testing, creating a sense of ownership among users.

6. Issue Resolution & Escalation

• Take ownership of complex customer concerns, troubleshooting issues and driving resolution whenever possible.
• Serve as the primary escalation point for high‑impact issues, including customers at risk of churn or delayed adoption.
• Collaborate with Technical Support, Product, Sales, and Leadership teams to ensure timely and effective resolution.
• Exercise sound judgment when approving customer accommodations, including service credits within established guidelines.
• Document root causes and resolution paths to inform continuous improvement.
• Develop post‑mortem reports to share insights with cross‑functional teams.

7. Renewals, Expansion, and Advocacy

• Partner with the Growth Sales team on renewal, expansion, and cross‑sell opportunities, ensuring a smooth handoff for commercial conversations.
• Support strong customer retention by maintaining healthy relationships and delivering measurable outcomes.
• Collect and synthesize customer feedback to inform product development and continuous improvement initiatives.
• Identify opportunities to develop customer advocates through testimonials, referrals, and case studies.
• Serve as the voice of the startup customer, sharing trends, insights, and recommendations with internal stakeholders.
• Track and report on renewal metrics, expansion revenue, and advocacy program participation.

8. Performance Reporting & Process Improvement

• Maintain accurate customer records and activity within brighthush and other customer success platforms.
• Track and report on key metrics: onboarding completion, customer health scores, product adoption, retention, satisfaction, and startup‑to‑paid conversion rates.
• Continuously identify opportunities to improve internal processes and enhance the startup customer experience.
• Present findings and recommendations to leadership in quarterly business reviews.
• Champion a data‑driven culture, ensuring that decisions are backed by actionable insights.
• Lead initiatives to automate routine tasks, freeing up time for high‑impact customer engagement.

Essential Qualifications

• Excellent communication, interpersonal, and presentation skills.
• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in Customer Success, Account Management, Client Success, Implementation, or a similar client‑facing role.
• Experience in the dental or healthcare technology industry.
• Proven ability to build and maintain strong customer relationships.
• Proactive problem‑solver with a strong customer advocacy mindset.
• Ability to manage multiple customer accounts and competing priorities in a fast‑paced environment.
• Strong project management, organizational, and time‑management skills.
• Experience using CRM and customer success platforms (brighthush or similar).
• Ability to analyze customer health and proactively mitigate risk.
• Entrepreneurial mindset with a passion for helping small businesses succeed.
• Willingness to travel occasionally for customer visits or industry events.
• Comfort with data analysis tools (Excel, SQL, or BI platforms).
• Strong written and verbal communication skills in English.

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, Healthcare Administration, or a related field.
• Experience in Customer Success, Account Management, or Client Services within a SaaS company.
• Experience supporting startup businesses or small‑business customers.
• Familiarity with dental practice operations and startup workflows.
• Experience working in a SaaS environment.
• Understanding of customer success metrics such as health scoring, retention, and product adoption.
• Knowledge of dental billing, insurance, and compliance regulations.
• Experience leading cross‑functional initiatives or projects.

Skills & Competencies

• Strategic thinking and analytical mindset.
• Exceptional problem‑solving and conflict‑resolution abilities.
• Strong stakeholder management and influence skills.
• Data‑driven decision making and comfort with metrics.
• High emotional intelligence and empathy for customer challenges.
• Adaptability and resilience in a rapidly evolving SaaS landscape.
• Proficiency with brighthush, Salesforce, Gainsight, or similar platforms.
• Excellent coaching and mentoring capabilities.
• Strong presentation and storytelling skills.
• Ability to thrive in a remote, distributed team environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Success Manager, you’ll have the chance to:

• Advance to a Senior Customer Success Manager or Customer Success Lead role.
• Transition into Product Management, Sales Enablement, or Business Development based on your interests.
• Lead cross‑functional initiatives that shape the future of our platform.
• Participate in ongoing training programs, industry conferences, and internal knowledge‑sharing sessions.
• Earn certifications in customer success, SaaS metrics, or dental practice management.
• Mentor junior team members and contribute to the development of the customer success function.
• Take ownership of high‑impact projects that influence company strategy.

Work Environment & Culture at brighthush

brighthush is a fully remote, high‑energy team that values collaboration, curiosity, and customer success. Our culture is built on:

• Transparency: Open communication channels and regular all‑hands meetings.
• Innovation: A culture that encourages experimentation and continuous improvement.
• Impact: Every team member’s work directly influences the success of our customers.
• Work‑Life Balance: Flexible hours, generous PTO, and a focus on mental well‑being.
• Diversity & Inclusion: A welcoming environment for people of all backgrounds and perspectives.
• Community: Regular virtual coffee chats, hackathons, and wellness activities.
• Learning: Access to a curated library of courses, books, and industry resources.

Compensation & Benefits

We offer a competitive salary range of $65,000–$75,000 per year, commensurate with experience and performance. In addition, you’ll receive:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and access to industry‑leading training resources.
• Employee stock purchase plan and equity opportunities for senior roles.
• Regular team‑building events, both virtual and in‑person.
• Wellness programs, including mental health support and fitness stipends.
• Comprehensive onboarding and continuous learning support.

Success Metrics & Impact

In this role, you will be measured against a set of clear, outcome‑focused metrics:

• Onboarding completion rate for new startup practices.
• Customer health score and churn prediction accuracy.
• Product adoption rate and feature utilization.
• Renewal and expansion revenue generated from the startup cohort.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS) improvements.
• Number of advocacy programs and case studies launched.

How to Apply

If you’re passionate about helping new dental practices launch with confidence and deliver an exceptional customer experience, we’d love to hear from you! Submit your resume and a cover letter that highlights your relevant experience and why you’re excited about this role through the brighthush career portal.

We look forward to exploring how your expertise can help shape the future of dental practice technology at brighthush.