Senior Customer Success & Product Adoption Lead – Architecting Seamless Onboarding, Accelerated Adoption, and Sustainable Revenue Growth for brighthush

Welcome to brighthush – Where Customer Success Drives Innovation

At brighthush, we’re not just a technology company; we’re a movement that reimagines how businesses connect, engage, and grow with their customers. Leveraging data‑driven insights, AI‑powered personalization, and a relentless focus on continuous improvement, we empower our clients to unlock the full potential of their products. Our global footprint and forward‑thinking culture make us a trusted partner for companies that want to turn complex challenges into simple, scalable solutions that deliver measurable business outcomes.

As a remote‑first organization, brighthush offers the flexibility to work from anywhere in the United States while fostering a collaborative, high‑energy culture. We believe the best ideas come from diverse perspectives, so we actively support a workforce that reflects the communities we serve. If you thrive in a fast‑paced environment, love building relationships, and are passionate about driving measurable impact, brighthush is the place for you.

Why This Role Matters

Customer success is the linchpin of sustainable growth. In this role you will be the champion of our customers’ journey—from the moment they sign on to the point where they realize tangible business outcomes. By orchestrating onboarding, adoption, and continuous engagement, you will directly influence retention, upsell opportunities, and overall customer satisfaction. Your work will shape the experience of thousands of users and help brighthush maintain its reputation as a trusted partner in the industry.

Key Responsibilities

• Lead End‑to‑End Onboarding: Manage the full lifecycle of customer onboarding projects, ensuring timely, high‑quality deployments that meet or exceed expectations.
• Develop Success Plans: Craft and execute customized customer success plans that focus on adoption, engagement, retention, and value realization.
• Strategic Partnership: Collaborate with customers to define business objectives, success criteria, and implementation requirements, translating them into actionable roadmaps.
• Primary Point of Contact: Serve as the main liaison during implementation and post‑launch phases, providing clarity, guidance, and support.
• Cross‑Functional Collaboration: Work closely with Product, Sales, Technical, and Support teams to resolve issues, share insights, and drive continuous improvement.
• Health & Adoption Monitoring: Track customer health metrics, adoption trends, and satisfaction levels, proactively identifying risks and growth opportunities.
• Process Optimization: Champion initiatives that enhance customer experience, streamline implementation processes, and improve operational efficiency.
• Team Leadership & Coaching: Mentor and guide junior team members, fostering a customer‑centric mindset and a culture of excellence.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Product Implementation, Project Management, Consulting, or Account Management.
• Demonstrated success in managing customer onboarding and adoption programs that deliver measurable business outcomes.
• Proven ability to work effectively with cross‑functional teams and multiple stakeholders across various levels of an organization.
• Strong relationship‑building skills, with a track record of establishing trust and credibility with C‑suite executives and technical leads.
• Excellent project management and organizational capabilities, including the ability to juggle multiple priorities in a fast‑paced environment.
• Analytical mindset: proficiency in turning data into actionable insights that inform strategy and drive improvement.
• Outstanding communication and presentation skills, both written and verbal, with the ability to tailor messaging to diverse audiences.
• Problem‑solving orientation: a proactive approach to identifying challenges and implementing effective solutions.
• Bachelor’s degree in Business, Marketing, Technology, or a related field.
• Hands‑on experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot).

Preferred Qualifications

• Project Management certification (PMP, Prince2, or equivalent).
• Experience in a SaaS or technology‑driven industry, especially within the healthcare or pharmaceutical space.
• Knowledge of data analytics tools (Tableau, Power BI, Looker) and ability to create dashboards that track adoption and health metrics.
• Experience leading remote teams or working in a distributed environment.
• Multilingual capabilities, particularly in Spanish or Mandarin, to support a global customer base.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strategic thinking: ability to align customer goals with business objectives.
• Change management: adept at guiding customers through transitions and new implementations.
• Data literacy: comfortable working with metrics, KPIs, and dashboards.
• Collaboration: thrives in cross‑functional teams and builds strong partnerships.
• Adaptability: remains calm and effective under pressure, adjusting priorities as needed.
• Continuous learning: stays current on industry trends, best practices, and emerging technologies.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on product updates, industry trends, and soft‑skill development.
• Opportunities to lead cross‑functional projects, expanding your influence across the organization.
• Clear career pathways: from Customer Success Lead to Director of Customer Experience, and beyond.
• Access to industry conferences, webinars, and certifications at no cost.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer impact. You’ll find:

• A remote‑first model that supports work‑life balance while fostering a sense of community through virtual town halls, hackathons, and social events.
• Inclusive employee resource groups that celebrate diversity and promote belonging.
• A culture of recognition: regular shout‑outs, peer awards, and performance bonuses.
• Volunteer and community‑service initiatives that allow you to give back while building teamwork.
• Flexible work hours and a results‑oriented approach that values output over hours logged.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for remote roles in the United States.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Comprehensive medical, dental, and vision coverage for you and your dependents.
• Family‑friendly benefits: paid parental leave, caregiver leave, and support for adoption and fertility treatments.
• Flexible spending accounts (FSA) and health savings accounts (HSA) to manage healthcare costs.
• Generous paid time off (PTO) policy, including holidays, vacation, and sick days.
• Professional development stipend and reimbursement for certifications, courses, and conferences.
• Employee stock purchase plan (ESPP) and equity options for long‑term ownership.
• Wellness programs: virtual fitness classes, mental health resources, and wellness stipends.

How to Apply

Ready to make a tangible impact on customer journeys and drive growth for brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to learn how your experience and passion align with our mission.

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