Senior Customer Success Manager – Telehealth & Digital Health Partnerships – Remote (US) – Drive Impactful Patient Care & Partner Growth at brighthush
About brighthush
brighthush is a trailblazing digital health platform that empowers specialty care providers to deliver high‑quality, personalized telehealth services at scale. By integrating cutting‑edge technology with evidence‑based clinical workflows, we enable partners in men’s and women’s health, dermatology, endocrinology, and weight management to reach patients wherever they are. Our mission is simple: make specialty care more accessible, efficient, and impactful for both clinicians and patients.
Founded on a foundation of innovation, collaboration, and a deep commitment to patient outcomes, brighthush has rapidly grown into a trusted partner for forward‑thinking health organizations. We’re not just a technology provider; we’re a strategic ally that helps our partners navigate the complexities of digital transformation, regulatory compliance, and revenue optimization.
Why Join brighthush?
At brighthush, you’ll be part of a dynamic, purpose‑driven team that is reshaping the future of healthcare. Our culture is built on:
- Impact‑oriented work: Every day you’ll help partners launch new services, improve patient engagement, and drive measurable health outcomes.
- Continuous learning: We invest heavily in professional development, offering mentorship, certifications, and access to industry conferences.
- Inclusive environment: Diversity, equity, and inclusion are core to our values. We celebrate different perspectives and foster a culture where everyone can thrive.
- Flexibility: As a fully remote organization, we trust you to manage your own schedule while collaborating asynchronously and synchronously with a global team.
- Competitive rewards: We offer a comprehensive benefits package, performance‑based bonuses, and a 401(k) plan with company match.
Role Overview
The Customer Success Manager (CSM) at brighthush is the linchpin of our partner journey. From the moment a new partner signs on, the CSM guides them through a seamless onboarding experience, ensures a smooth go‑live, and continues to nurture the relationship to foster long‑term retention and expansion.
Reporting to the Director of Partner Success, this role is fully remote (US) and requires a flexible schedule to accommodate partners across multiple time zones. You’ll be the trusted advisor, project manager, and advocate for our partners, ensuring they extract maximum value from our platform.
Key Responsibilities
- End‑to‑End Onboarding Leadership: Own the full onboarding journey—kick‑off, configuration, testing, training, and go‑live. Create detailed project plans, set clear milestones, and communicate progress to partners and internal stakeholders.
- Risk Management & Escalation: Proactively identify potential roadblocks, troubleshoot issues, and coordinate cross‑functional teams (CS, clinical, product, technical) to keep projects on track.
- Partner Voice & Advocacy: Act as the internal champion for partner needs. Capture feedback, highlight successes, and influence product enhancements that align with partner goals.
- Health & Satisfaction Metrics: Monitor and report on key success metrics—NPS, CSAT, churn, activation rates—and use data to drive continuous improvement.
- Ongoing Support & Education: Deliver post‑launch training, best‑practice workshops, and ongoing support to ensure partners fully adopt and optimize our platform.
- Strategic Advisory: Provide market insights, industry trends, and strategic recommendations that help partners scale their telehealth capabilities.
- Documentation & Process Excellence: Maintain accurate, up‑to‑date records in HubSpot, Asana, and other tools. Contribute to the creation of playbooks, SOPs, and knowledge base articles.
- Collaboration & Continuous Improvement: Work closely with Sales, Product, Engineering, and Marketing to align partner success initiatives with broader company objectives.
Essential Qualifications
- 5+ years of experience in customer success, account management, or partner enablement within the SaaS or digital health space.
- Proven track record of managing complex onboarding projects and driving adoption for enterprise‑grade solutions.
- Strong analytical mindset with the ability to translate data into actionable insights.
- Excellent written and verbal communication skills, capable of presenting to C‑suite executives and frontline clinicians alike.
- Demonstrated ability to build trust and rapport with diverse stakeholders across multiple time zones.
- Proficiency with CRM (HubSpot, Salesforce) and project management tools (Asana, Trello, Monday.com).
- Experience working in a fully remote environment and managing asynchronous workflows.
Preferred Qualifications
- Background in healthcare, telemedicine, or clinical operations.
- Knowledge of HIPAA, GDPR, and other regulatory frameworks governing digital health.
- Experience with data analytics platforms (Tableau, Looker, Power BI) to create dashboards and reports.
- Project management certification (PMP, Agile, Scrum Master).
- Fluency in additional languages (Spanish, Mandarin, etc.) is a plus.
Skills & Competencies
- Strategic Thinking: Ability to see the big picture and align partner success with brighthush’s long‑term vision.
- Problem‑Solving: Quick to diagnose issues, develop solutions, and implement fixes.
- Relationship Management: Skilled at nurturing long‑term partnerships and turning partners into advocates.
- Data‑Driven Decision Making: Comfortable with metrics, dashboards, and A/B testing.
- Adaptability: Thrives in a fast‑moving environment with evolving priorities.
- Collaboration: Works seamlessly across cross‑functional teams and external partners.
Career Growth & Learning
At brighthush, we believe that your professional journey is as important as the work you do. As a Customer Success Manager, you’ll have the opportunity to:
- Progress to Senior CSM, Lead CSM, or Director of Partner Success roles.
- Take ownership of larger, more strategic accounts and influence product roadmap decisions.
- Lead cross‑functional initiatives, such as global rollout projects or new vertical launches.
- Participate in leadership development programs, mentorship circles, and industry conferences.
- Earn certifications in customer success, project management, or healthcare compliance.
Work Environment & Culture
brighthush is a fully remote, distributed organization that values flexibility, autonomy, and collaboration. Our team members enjoy:
- Asynchronous communication tools (Slack, Teams, Zoom) that support flexible work hours.
- Regular virtual town halls, coffee chats, and hackathons to foster community.
- A culture of psychological safety where ideas are welcomed and constructive feedback is the norm.
- Access to a digital library of learning resources, including webinars, podcasts, and e‑books.
- Annual “Innovation Day” where teams pitch new ideas that could shape the future of digital health.
Compensation & Benefits
While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior customer success roles in the U.S.
- Performance‑based bonuses tied to partner satisfaction, retention, and expansion metrics.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Unlimited paid time off (PTO) and a generous parental leave policy.
- Wellness stipend, mental health resources, and access to virtual fitness classes.
- Equity options for eligible employees, aligning your success with the company’s growth.
How to Apply
Ready to make a tangible difference in the lives of patients and clinicians worldwide? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Customer Success Manager role at brighthush. We look forward to exploring how your expertise can help us accelerate the adoption of transformative digital health solutions.
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