Senior Customer Success Specialist – Healthcare Device & Patient Engagement Lead – Remote, Pacific Time

About brighthush

brighthush is a trailblazing medical technology company dedicated to transforming the lives of people living with chronic conditions. With a portfolio that spans neurology, cardiology, and beyond, we develop non‑invasive, prescription‑grade therapies that empower patients to regain confidence, independence, and a higher quality of life. Our flagship product, kIQ® Plus, is the most sophisticated hand‑tremor therapy ever created, and it has already helped thousands of patients return to the activities they love.

We are not content with just one breakthrough. Our research and development pipeline is full of next‑generation solutions that will redefine how chronic disease is managed worldwide. At brighthush, we believe that technology, empathy, and relentless innovation can free people from the burden of chronic illness.

The Opportunity

We are looking for a Senior Customer Success Specialist to become the voice of our patients, clinicians, and study participants. In this remote, contractor role, you will work closely with customers to understand their needs, deliver training, and ensure they receive maximum value from our therapies. You will report directly to the Associate Director of Customer Success and collaborate with cross‑functional teams—including Marketing, Product Development, Sales, and Clinical Operations—to shape the customer experience and drive adoption.

Why brighthush?

• Be part of a mission‑driven company that is changing the face of chronic disease treatment.
• Work in a flexible, fully remote environment with a supportive, collaborative culture.
• Partner with world‑class scientists, clinicians, and engineers who are passionate about patient outcomes.
• Enjoy a competitive compensation package, comprehensive benefits, and continuous learning opportunities.

A Day in the Life

As a Senior Customer Success Specialist, your day will be dynamic and rewarding. You will:

• Build and nurture strong relationships with patients, study participants, clinicians, and internal stakeholders.
• Serve as the primary point of contact for product support, troubleshooting, and training.
• Maintain deep, up‑to‑date knowledge of all brighthush products, clinical protocols, and regulatory requirements.
• Document all interactions accurately in our CRM system, ensuring data integrity and actionable insights.
• Act as a subject‑matter expert, providing training and resources to both patients and internal teams.
• Advocate for patients by capturing feedback and translating it into product improvements.
• Collaborate with Marketing to refine messaging and with Sales to support new business models.
• Support Territory Managers by providing on‑site or virtual assistance as needed.

Key Responsibilities

• Customer Engagement: Deliver exceptional service to patients, clinicians, and study participants, ensuring they feel heard, supported, and empowered.
• Product Training & Support: Conduct live and recorded training sessions, create user guides, and troubleshoot product issues.
• Data Management: Log all customer interactions in the CRM, track usage metrics, and report on key performance indicators.
• Feedback Loop: Capture patient and clinician feedback, analyze trends, and collaborate with Product Development to drive continuous improvement.
• Cross‑Functional Collaboration: Work with Marketing, Sales, Clinical Operations, and Quality Assurance to align on messaging, product updates, and customer success initiatives.
• Advocacy & Outreach: Represent patient interests in internal meetings, champion patient‑centric solutions, and contribute to community outreach programs.
• Process Improvement: Identify gaps in support workflows, propose solutions, and implement best practices to increase efficiency.

Essential Qualifications

• Bachelor’s degree in Life Sciences, Healthcare Administration, Business, or a related field.
• Minimum of 3 years of experience in medical device or healthcare customer support, with direct patient or clinician interaction.
• Proven track record of delivering outstanding customer service and building long‑term relationships.
• Strong communication skills—both written and verbal—across diverse audiences.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer support tools.
• Excellent problem‑solving abilities and a proactive, solution‑oriented mindset.
• Ability to work independently in a remote setting, managing time zones and shifting priorities.

Preferred Qualifications

• Experience with clinical trial support or patient‑reported outcome (PRO) data collection.
• Knowledge of regulatory frameworks (FDA, CE, ISO) related to medical devices.
• Background in training or instructional design.
• Multilingual capabilities to serve a diverse patient population.
• Previous experience in a startup or high‑growth environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for patient advocacy and a deep understanding of the challenges faced by chronic disease patients.
• Technical Aptitude: Comfortable learning new software, troubleshooting hardware, and interpreting clinical data.
• Communication: Ability to translate complex medical information into clear, actionable guidance.
• Collaboration: Works seamlessly with cross‑functional teams, fostering a culture of shared success.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.
• Analytical Thinking: Uses data to inform decisions, identify trends, and recommend improvements.

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders in Customer Success, Product Development, and Clinical Operations.
• Regular training sessions on new product releases, regulatory updates, and industry best practices.
• Opportunities to lead cross‑functional projects, such as developing new training modules or improving support workflows.
• Clear career pathways—from Customer Success Specialist to Customer Success Manager, and beyond into Product Management or Clinical Affairs.
• Participation in industry conferences, webinars, and professional societies.

Work Environment & Culture at brighthush

Our culture is built on three core pillars:

• Empathy: We treat patients, clinicians, and colleagues with respect, compassion, and understanding.
• Innovation: We encourage curiosity, experimentation, and bold ideas that push the boundaries of medical technology.
• Collaboration: We celebrate teamwork, open communication, and shared success across all departments.

As a remote contractor, you will enjoy flexible scheduling within the 7 am–4 pm Pacific Time window, a supportive virtual community, and the autonomy to manage your workload while staying connected to the brighthush mission.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and role, we offer:

• Competitive hourly rate commensurate with industry standards.
• Health, dental, and vision coverage options (for eligible contractors).
• Professional development stipend for courses, certifications, and conferences.
• Access to our internal knowledge base, product demos, and training resources.
• Flexible work hours and a fully remote setup.
• Opportunity to contribute to a mission‑driven organization that values diversity, equity, and inclusion.

Eligibility & Sponsorship

Applicants must be authorized to work in the United States on a full‑time basis or be eligible for work authorization through a sponsorship path that brighthush can support. Sponsorship decisions are made on a case‑by‑case basis and are not guaranteed.

Our Commitment to Diversity

brighthush believes that our success is rooted in the diversity of our people, teams, and ideas. We offer all employees the tools, training, and mentorship they need to thrive. Our selection process is driven by the key requirements for the role rather than bias or discrimination on the basis of any protected classification.

Apply Today

If you are passionate about patient advocacy, thrive in a fast‑moving environment, and want to make a tangible impact on people’s lives, we encourage you to apply. Join brighthush and help us redefine the future of chronic disease treatment.