Senior Customer Success Program Manager – Digital Transformation & Operational Excellence Champion for Hospital Stakeholders, Leading Strategic Adoption, Data‑Driven Outcomes, and Long‑Term Value Creation at brighthush

About brighthush

brighthush stands at the cutting edge of healthcare technology, redefining how hospitals and clinicians deliver patient care worldwide. From pioneering surgical robotics to intelligent digital workflow platforms and advanced data‑driven analytics, brighthush empowers healthcare organizations to achieve higher efficiency, better outcomes, and sustainable growth. Our mission is simple: to make advanced technology accessible, intuitive, and impactful for every member of the care team.

We believe the future of medicine is built on collaboration, continuous learning, and a relentless focus on the patient. Our culture is rooted in integrity, curiosity, and a shared commitment to innovation. We are proud to have a diverse workforce that brings together engineers, clinicians, data scientists, and customer success professionals who all share a passion for improving lives.

Why Join brighthush?

• Work with a company that is at the forefront of medical technology and digital transformation.
• Be part of a mission‑driven organization that values every voice and encourages creative problem‑solving.
• Enjoy a collaborative, flat‑hierarchy environment where ideas are heard and acted upon.
• Benefit from a comprehensive learning and development program that includes certifications, mentorship, and cross‑functional training.
• Receive a competitive compensation package, flexible work arrangements, and a suite of wellness and benefits programs.

Role Overview

The Senior Customer Success Program Manager is the linchpin between brighthush’s cutting‑edge digital solutions and the hospitals that rely on them. You will guide customers through a seamless onboarding journey, champion their needs across internal teams, and ensure they achieve measurable, long‑term success with our ecosystem of products and services. Your strategic vision, operational rigor, and customer‑centric mindset will directly influence the adoption, satisfaction, and expansion of our solutions across the healthcare ecosystem.

Key Responsibilities

• Onboarding Excellence: Lead the end‑to‑end onboarding process for select hospital accounts, ensuring they fully adopt and leverage all brighthush services and resources throughout the customer lifecycle.
• Product Expertise: Become a subject‑matter expert on the brighthush ecosystem, translating complex technical features into actionable solutions that meet the unique needs of each stakeholder group.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Finance, Field Services, and Digital Services to proactively support Tier 1 accounts and eliminate bottlenecks that could impact hospital performance.
• Outcome Monitoring: Track key performance indicators, health dashboards, and utilization metrics to ensure customers are on track to meet their strategic goals.
• Customer Advocacy: Act as the voice of the customer within brighthush, driving internal alignment and championing solutions that resolve challenges and unlock value.
• Risk & Opportunity Management: Identify risks early, propose mitigation strategies, and surface improvement opportunities that enhance operational efficiency at the customer site.
• Program Utilization: Use brighthush’s customer success systems to schedule, document, and report on all interactions, ensuring transparency for Sales and Shared Services.
• Strategic Reviews: Conduct quarterly business reviews and strategic touchpoints to align on progress, adjust roadmaps, and reinforce partnership.
• Internal Enablement: Train and support brighthush Sales and Shared Services teams on available resources, best practices, and new product launches.
• Process Improvement: Continuously refine onboarding and success processes, leveraging data and customer feedback to drive operational excellence.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Engineering, or a related field.
• 5–10 years of experience in account management, sales, marketing, or a customer success role within the medical device or healthcare industry.
• Proven ability to build strong, trust‑based relationships with senior stakeholders in a matrixed environment.
• Strong project management skills, with a track record of delivering complex initiatives on time and within budget.
• Excellent oral and written communication skills, including the ability to create and deliver compelling presentations.
• Proficiency with MS Office Suite; experience with SAP ERP, Salesforce.com, and Gainsight is a plus.
• Fluency in English; French (native) is preferred, with additional European languages considered an asset.
• Willingness to travel occasionally to meet with customers and internal teams.

Preferred Qualifications

• Experience leading customer success programs for large, complex healthcare organizations.
• Background in robotic‑assisted surgery or digital health platforms.
• Knowledge of regulatory compliance and data security standards in the healthcare sector.
• Experience with customer success metrics and dashboards, including Net Promoter Score (NPS) and Customer Health Scores.
• Demonstrated ability to influence cross‑functional teams and drive change in a fast‑paced environment.

Core Skills & Competencies

• Strategic Thinking & Visionary Planning
• Customer‑Centric Mindset
• Analytical & Problem‑Solving Acumen
• Stakeholder Management & Influence
• Project & Program Management
• Data‑Driven Decision Making
• Adaptability & Resilience
• Collaboration & Team Leadership

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Customer Success Program Manager, you will:

• Progress to a Director or VP level role within Customer Success, overseeing a broader portfolio of accounts.
• Take on strategic initiatives that shape the future of our product roadmap and customer experience.
• Participate in global leadership programs, cross‑functional projects, and industry conferences.
• Earn certifications in project management, customer success, or healthcare technology.

Work Environment & Culture

brighthush fosters an inclusive, collaborative culture where every team member is empowered to contribute ideas and drive impact. Our work environment is characterized by:

• Open communication channels and transparent decision‑making.
• Flexible work arrangements, including hybrid and remote options.
• A focus on work‑life balance, with generous vacation, parental leave, and wellness programs.
• Regular team‑building events, hackathons, and innovation challenges.
• A commitment to diversity, equity, and inclusion, with employee resource groups and mentorship programs.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities. Additional benefits include:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Wellness stipend and mental health resources.
• Professional development budget and tuition reimbursement.
• Employee assistance program and flexible spending accounts.
• Company‑wide wellness challenges and fitness subsidies.

How to Apply

Ready to make a tangible difference in the world of healthcare? Submit your application through our careers portal or click the link below to start your journey with brighthush.

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Join brighthush – Where Innovation Meets Impact

At brighthush, we are united by a shared vision: to empower healthcare professionals with the tools they need to deliver exceptional care. If you are a strategic thinker, a collaborative leader, and a passionate advocate for customers, we want you on our team. Together, we will shape the future of healthcare and transform patient outcomes worldwide.