Senior Customer Success & Operations Manager – Driving Adoption, Engagement, and Growth in Remote Cardiac Care Solutions

About brighthush

At brighthush, we are redefining the future of cardiac care by harnessing the power of continuous remote monitoring. Our mission is simple yet profound: make proactive healthcare a reality for every patient, clinician, and health system. By integrating cutting‑edge wearable and implantable devices with intuitive data analytics, we empower clinicians to intervene early, reduce hospital readmissions, and improve patient outcomes by more than 50%. Our flagship platform, brighthush360, serves as a comprehensive gateway for cardiology care, delivering real‑time insights, standardized reporting, and streamlined workflows that transform how heart patients are managed.

Why Join brighthush?

When you become part of brighthush, you’re not just taking a job—you’re stepping into a movement that is changing lives. We value curiosity, collaboration, and a relentless drive for excellence. Our culture is built on:

• Innovation at Scale: Work on products that touch millions of patients worldwide.
• Impact‑First Mindset: Every task, from onboarding a clinic to refining a data pipeline, directly improves patient care.
• Continuous Learning: Access to industry conferences, certifications, and internal knowledge hubs.
• Diversity & Inclusion: A workplace where every voice is heard and every perspective is valued.

Role Overview

As the Senior Customer Success & Operations Manager, you will be the linchpin between brighthush and our clinical partners. From the moment a new clinic signs on, you’ll guide them through a seamless implementation journey, then transition to a trusted advisor who ensures sustained adoption, high satisfaction, and measurable health outcomes. Your strategic vision will help shift our focus from reactive firefighting to proactive, data‑driven success.

Key Responsibilities

Implementation Excellence

• Documentation & Onboarding: Complete all customer setup forms and implementation documentation with precision and on schedule.
• Enrollment Growth: Drive new member enrollment in newly implemented accounts through launch readiness, clinic training, and early adoption support.
• Process Design: Collaborate with cross‑functional teams to refine onboarding playbooks and create repeatable, scalable processes.

Ongoing Customer Success

• Primary Point of Contact: Serve as the day‑to‑day liaison for assigned clinic and health system customers after go‑live.
• Proactive Health Monitoring: Track account health and usage metrics to surface and resolve issues before they become crises.
• Root‑Cause Analysis: Route recurring technical issues to Engineering and IT for permanent fixes, reducing one‑off workarounds.
• Feedback & Insight: Conduct satisfaction surveys, compile status reports, and provide actionable customer insights for quarterly leadership reviews.
• Training & Enablement: Deliver on‑site and virtual training sessions (up to 50% travel) to ensure clinicians and staff are confident and competent.

Building the Function

• Onboarding Playbook Development: Help build and document a repeatable onboarding and implementation playbook that can be replicated across all new accounts.
• Customer Knowledge Base: Consolidate scattered customer knowledge into a shared, organized resource accessible across the company.

Essential Qualifications

• 3+ years in customer success, client implementation, or technical account support, preferably in cardiovascular or health technology.
• Proven experience managing multiple customer accounts simultaneously against firm timelines.
• Comfort working with client IT teams on integrations and translating clinical and technical issues into clear input for Engineering and IT.
• Experience tracking implementation outcomes and running feedback mechanisms, such as surveys and status reports.
• Strong written communication and documentation skills.

Preferred Qualifications

• Working knowledge of medical devices, CIED device knowledge, and clinical workflows; experience with RPM or wearable devices is a plus.
• Familiarity with clinic workflows and patient enrollment programs.
• Experience building or maintaining a knowledge base.
• Proficiency with CRM, customer success, or project management tools.

Core Competencies

• Client‑Facing Presence: Builds credibility with clinical and health system stakeholders.
• Ownership: Follows each account through to resolution and flags issues early.
• Comfort with Ambiguity: Builds structure where little exists, with guidance from the Sales Engineer & Operations lead.
• Proactive Problem‑Solving: Spots patterns across accounts and proposes process fixes, not just one‑off solutions.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Senior Customer Success & Operations Manager, you will:

• Progress to a Director of Customer Success role, overseeing a global team of success managers.
• Lead cross‑functional initiatives that shape product strategy and roadmap.
• Earn certifications in project management, healthcare informatics, or data analytics.
• Participate in leadership development programs and mentorship circles.

Work Environment & Culture

Our hybrid model blends remote flexibility with occasional on‑site collaboration. You’ll work with a diverse, multidisciplinary team that values:

• Transparency and open communication.
• Data‑driven decision making.
• Work‑life balance, with generous PTO and flexible scheduling.
• Community engagement through volunteer days and health‑tech hackathons.

Compensation & Benefits

We offer a competitive total rewards package:

• Base salary: $85,000 – $100,000 annually (location and experience considered).
• Performance bonus potential.
• Equity ownership opportunity.
• Health, dental, and vision insurance.
• Retirement plan with company match.
• Wellness stipend and mental health resources.
• Professional development budget.

How to Apply

Ready to make a tangible impact on cardiac care? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush to the link below. We’re excited to learn how your experience and passion align with our mission.

Apply Now

Closing Statement

At brighthush, we’re committed to building a future where proactive, data‑driven cardiac care is the norm, not the exception. If you thrive in a fast‑paced, mission‑driven environment and want to help clinicians and patients achieve better outcomes, we want to hear from you. Join us and be part of a team that’s not just innovating technology, but transforming lives.