Senior Customer Success Specialist – Behavioral Health EHR & SaaS Support at brighthush

About brighthush

brighthush is a trailblazing, fully remote technology company that is redefining how mental health professionals manage their practices. By blending cutting‑edge electronic health record (EHR) software with a deep respect for the therapeutic process, we empower clinicians to focus on what they do best: healing. Our mission is simple yet ambitious—simplify the administrative side of mental health care so providers can spend more time with their clients and less time on paperwork. With a culture rooted in empathy, innovation, and continuous learning, brighthush is the place where technology meets compassion.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑growing, purpose‑driven team that values every voice. We operate 100% remotely, giving you the freedom to work from anywhere while staying connected through collaborative tools, weekly town halls, and spontaneous virtual coffee breaks. Our culture is built on transparency, mutual respect, and a shared commitment to improving mental health care worldwide. If you thrive in a dynamic environment, love solving real‑world problems, and want to make a tangible impact, brighthush is the place for you.

Key Responsibilities

Empathetic Customer Support

• Provide personalized, patient‑centered assistance to clinicians and administrative staff using our EHR platform.
• Act as a trusted advisor, guiding users through new features, workflow optimizations, and best practices.
• Maintain accurate, up‑to‑date documentation of support tickets, user feedback, and resolution steps.
• Collaborate with product, engineering, and compliance teams to relay user insights and influence roadmap decisions.

Lead Demonstrations & Training Sessions

• Design and deliver engaging video demos, webinars, and live training for prospective and existing clients.
• Assess each prospect’s needs and demonstrate how brighthush’s EHR can address those requirements.
• Create and refine training materials—slides, cheat sheets, and knowledge‑base articles—to support self‑service learning.
• Track training effectiveness through metrics such as adoption rates, user satisfaction scores, and time‑to‑competency.

Adaptive EHR System Support

• Diagnose and resolve technical issues across the EHR ecosystem, including data entry, billing, scheduling, and reporting modules.
• Stay current with HIPAA, state‑level privacy regulations, and industry best practices to ensure compliance.
• Participate in regular “bug‑hunt” sessions with engineering to identify and fix system glitches.
• Document troubleshooting procedures and contribute to a living knowledge base that evolves with the product.

Team Collaboration & Flexibility

• Engage in cross‑functional projects, offering insights from the customer perspective to shape product enhancements.
• Represent brighthush in conversations with external partners such as insurance carriers, billing agencies, and regulatory bodies.
• Adapt quickly to shifting priorities—whether that means handling a sudden spike in support tickets or pivoting to a new feature launch.
• Share success stories and lessons learned in weekly team retrospectives to foster continuous improvement.

Who You Are

• Detail‑oriented and capable of juggling multiple tasks while maintaining high quality.
• Fast learner who embraces new tools, processes, and evolving business strategies.
• Excellent communicator—both written and verbal—who can translate complex technical concepts into clear, compassionate language.
• Resilient and adaptable, thriving in a fast‑paced, ever‑changing startup environment.
• Passionate about mental health and eager to help clinicians streamline their practice operations.

Essential Qualifications

• Minimum 3 years of experience in behavioral health, preferably with direct exposure to EHR systems.
• At least 2 years of experience creating end‑user or technical documentation.
• Proven track record in customer support roles, ideally within a SaaS or startup setting.
• Strong understanding of HIPAA and other healthcare compliance requirements.
• Experience managing high‑volume email or chat support tickets (highly preferred).
• Bachelor’s degree in Psychology, Health Administration, Information Systems, or a related field (preferred).
• Background as a psychotherapist, counselor, social worker, or other mental‑health practitioner (preferred).

Preferred Experience

• Direct work with mental health professionals in a clinical or administrative capacity.
• Experience in a SaaS startup environment, including rapid iteration and customer‑centric product development.
• Comfortable working in a 100% remote setting with asynchronous communication tools.

Skills & Competencies

• Technical proficiency: EHR platforms, CRM systems, help‑desk software (e.g., Zendesk, Intercom).
• Strong analytical and problem‑solving skills, with the ability to diagnose issues quickly and propose effective solutions.
• Excellent written communication—capable of producing clear, concise documentation and engaging training content.
• Empathy and active listening, essential for building trust with clinicians and their clients.
• Project management: ability to prioritize tasks, meet deadlines, and coordinate with multiple stakeholders.
• Adaptability: thrive in a fast‑moving environment, pivoting priorities as needed.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Mentorship from senior leaders in product, engineering, and customer success.
• Access to industry conferences, webinars, and continuing education courses—especially in behavioral health and health‑tech compliance.
• Clear career pathways: Customer Success Specialist → Senior Specialist → Team Lead → Director of Customer Success.
• Cross‑functional projects that allow you to gain exposure to product management, sales, and compliance.
• Regular performance reviews with actionable feedback and goal setting.

Work Environment & Culture

brighthush is a 100% remote company that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparent communication: weekly all‑hands meetings, open‑door policy with leadership, and real‑time collaboration tools.
• Inclusive and supportive: we celebrate diversity, encourage open dialogue, and provide resources for mental‑health well‑being.
• Continuous learning: we invest in training, certifications, and knowledge sharing sessions.
• Work‑life balance: flexible hours, generous paid time off, and a focus on outcomes rather than hours logged.

Compensation & Benefits

While the exact salary range may vary based on experience, brighthush offers a competitive package that typically includes:

• Base salary: $45,000 – $65,000 per year, commensurate with experience.
• Performance‑based bonuses tied to customer satisfaction metrics and product adoption.
• Health, dental, and vision insurance (fully or partially covered).
• 401(k) retirement plan with company match.
• Unlimited paid time off and flexible work schedule.
• Professional development stipend and access to industry‑leading learning platforms.
• Well‑being resources: virtual counseling, mindfulness apps, and wellness allowances.

How to Apply

Ready to make a difference in the lives of mental health providers? Submit your resume and a brief cover letter explaining why you’re the perfect fit for brighthush’s Customer Success team. We’re excited to hear how your experience, passion, and skills align with our mission to simplify mental health practice management.

Join brighthush Today

If you’re a proactive, empathetic, and tech‑savvy professional who thrives in a fast‑paced, remote environment, we want to hear from you. Help us empower clinicians worldwide, one EHR session at a time. Apply now and become a vital part of brighthush’s journey to transform behavioral health technology.