Senior Customer Success Manager – Strategic Account Leadership & Growth Champion for Healthcare SaaS Solutions
About brighthush
brighthush is a trailblazing provider of credentialing and network monitoring solutions that empower healthcare organizations to streamline operations, reduce risk, and deliver superior patient care at enterprise scale. Leveraging cutting‑edge AI, robust APIs, and a cloud‑native software platform, we help our clients—from large health plans to specialty pharmacies—maintain compliance, accelerate onboarding, and unlock actionable insights that drive business outcomes.
As a top Salesforce partner and the proud recipient of the 2024 Salesforce Partner Innovation Award, brighthush has earned a reputation for engineering excellence and customer obsession. Our rapid growth trajectory—evidenced by a $27 M Series B led by Craft Ventures and a total funding of $47 M—has positioned us as a key player in the healthcare technology ecosystem. We’re also proud to have been named to the Inc. 5000 2025 list, a testament to our relentless focus on scaling impact.
Our portfolio of clients includes industry leaders such as Humana Dental, Talkspace, Headway, and Empower Pharmacy. These partnerships underscore our ability to deliver tangible value across diverse segments of the healthcare market.
Why brighthush?
At brighthush, we’re not just building software—we’re building relationships. Our culture is built on three core principles:
- Impact‑Driven Ownership: Every team member is empowered to take end‑to‑end responsibility for projects that matter.
- Rapid Learning & Adaptability: We thrive on ambiguity and celebrate the ability to pivot quickly in pursuit of better outcomes.
- Human Collaboration: While we maintain high standards, we also prioritize empathy, transparency, and a sense of community.
If you’re energized by hard problems, enjoy stepping into new roles, and want to shape the future of healthcare technology, brighthush is the place for you.
Key Responsibilities
As a Senior Customer Success Manager, you will be the primary advocate for our strategic accounts, ensuring they achieve maximum ROI from our platform. Your day‑to‑day activities will include:
- Develop deep expertise in brighthush’s product suite, including the underlying technical architecture and API capabilities, to provide credible guidance to customers.
- Partner with Sales and Implementation teams to orchestrate seamless onboarding, comprehensive training, and adoption of contracted functionality.
- Build and nurture executive‑level relationships, positioning yourself as a trusted advisor and ensuring continuous engagement with key stakeholders.
- Conduct regular touch‑points and quarterly business reviews (QBRs) to align on goals, measure success, and surface opportunities for expansion.
- Identify upsell and cross‑sell opportunities by understanding customer objectives and mapping them to new features or services.
- Lead commercial negotiations, collaborating with internal legal and finance teams to close deals efficiently while maintaining a win‑win relationship.
- Serve as the customer voice within brighthush, gathering feedback, synthesizing insights, and influencing product roadmap priorities.
- Design and deliver custom reporting solutions beyond the standard product, leveraging advanced reporting tools and Salesforce workflow automation.
- Monitor account health metrics, proactively resolve issues, and coordinate escalations to minimize churn.
- Maintain impeccable CRM hygiene, ensuring all account records, documentation, and data integrity are up to date.
- Pursue continuous learning in the healthcare domain and Salesforce ecosystem to stay ahead of industry trends.
- Contribute to cross‑functional initiatives that enhance the overall Customer Success function and foster a culture of excellence.
Essential Qualifications
- Minimum of 5 years of senior‑level Customer Success experience in B2B SaaS, preferably within healthcare or Salesforce environments.
- Proven track record managing a book of business exceeding $3 M ARR, building pipeline, and closing deals.
- Hands‑on familiarity with Salesforce CRM, including process builder, flow automation, and custom reporting.
- Exceptional executive relationship‑building, communication, presentation, and problem‑solving skills.
- Experience navigating complex, matrixed client relationships and driving retention in a high‑growth setting.
- Ability to translate technical concepts into clear business value for non‑technical stakeholders.
Preferred Qualifications
- Background in healthcare operations, credentialing, or network management.
- Experience with AI‑driven platforms or advanced analytics solutions.
- Prior exposure to Salesforce partner ecosystems or similar partner programs.
- Strong data‑driven mindset, comfortable working with metrics to inform strategy.
Skills & Competencies
- Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
- Customer‑Centric Mindset: Passion for delivering exceptional service and measurable outcomes.
- Technical Fluency: Comfortable discussing APIs, integrations, and data architecture.
- Negotiation & Influence: Skilled at navigating complex commercial discussions.
- Project Management: Proven ability to manage multiple initiatives simultaneously.
- Collaboration: Works effectively across Product, Solutions, Enablement, and Support.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. You will have access to:
- Structured mentorship programs with senior leaders across the organization.
- Regular training on emerging technologies, industry best practices, and leadership skills.
- Opportunities to lead cross‑functional projects that shape product strategy and customer experience.
- Clear career pathways—from Senior Customer Success Manager to Director of Customer Success or VP of Customer Experience.
- Participation in industry conferences, webinars, and thought‑leadership initiatives.