Senior Customer Success Specialist – Patient Experience & Digital Engagement – Remote, Full‑Time at brighthush
About brighthush
brighthush is a trailblazing player in the healthcare technology arena, dedicated to transforming the way patients and providers connect. By weaving together intuitive scheduling, secure messaging, reputation management, and engagement tools into a single, cloud‑based platform, we empower clinicians to focus on what matters most: delivering compassionate, efficient care. Our mission is simple yet powerful – to make every patient interaction seamless, transparent, and memorable.
Operating entirely in the digital space, brighthush serves a diverse portfolio of practices, from solo family physicians to large multi‑specialty groups. Our solutions are built on the latest SaaS architecture, ensuring scalability, security, and continuous innovation. As a fully remote company, we champion flexibility, work‑life balance, and a culture that thrives on collaboration across borders.
Why Join brighthush?
At brighthush, you’ll be part of a high‑energy team that is reshaping the future of patient care. We value curiosity, data‑driven decision making, and a relentless focus on customer success. Our people enjoy:
- Competitive base salary plus performance‑based bonuses
- Comprehensive health, dental, and vision coverage (including tele‑health benefits)
- Unlimited paid time off and flexible work hours
- Generous 401(k) match and financial wellness resources
- Continuous learning stipend and access to industry conferences
- Inclusive, collaborative culture with regular virtual team events
- Opportunity to influence product roadmap and shape the future of patient engagement
Role Overview
The Senior Customer Success Specialist – Patients is a pivotal role that bridges the gap between our platform and the clinicians who rely on it. You will own a portfolio of patient‑centric accounts, ensuring they extract maximum value from our tools, resolve challenges swiftly, and identify growth opportunities that drive both retention and expansion.
Key Responsibilities
- Account Ownership & Proactive Engagement: Manage a defined set of patient‑focused accounts, building deep relationships with practice leaders, administrators, and end‑users. Conduct regular health checks, review adoption metrics, and align our solutions with each practice’s strategic goals.
- Issue Escalation & Resolution: Serve as the primary point of contact for escalated customer issues. Coordinate with engineering, product, and support teams to ensure timely resolution, and communicate status updates clearly to stakeholders.
- Retention & Growth Analysis: Monitor churn signals, usage patterns, and satisfaction scores. Identify risks and opportunities, then collaborate with sales and marketing to develop targeted retention plans or upsell strategies.
- Cross‑Functional Collaboration: Work closely with Product, Engineering, Marketing, and Finance to relay customer feedback, influence feature prioritization, and ensure alignment across departments.
- Documentation & Knowledge Sharing: Maintain accurate, up‑to‑date account records in our CRM. Create and update playbooks, FAQs, and best‑practice guides that empower both customers and internal teams.
- Continuous Improvement: Participate in post‑implementation reviews, customer success surveys, and product beta programs to refine our service delivery and platform capabilities.
Essential Qualifications
- Minimum 4 years of experience in customer success, account management, or client services within a SaaS or technology environment.
- Demonstrated ability to manage multiple high‑value accounts simultaneously while maintaining meticulous organization and documentation.
- Proven track record of handling complex, escalated customer issues across cross‑functional teams, exercising sound judgment and empathy.
- Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear, actionable insights for non‑technical stakeholders.
- Strong understanding of customer adoption, retention, and growth metrics, and experience using CRM platforms (e.g., Salesforce, HubSpot) and collaboration tools (e.g., Slack, Teams).
Preferred Experience & Skills
- Background in healthcare technology, electronic health records (EHR), practice management software, or healthcare operations.
- Experience working with payment processing, insurance claims, or revenue cycle management solutions.
- Familiarity with HIPAA regulations and data privacy best practices.
- Data‑driven mindset: ability to analyze usage dashboards, identify trends, and recommend actionable improvements.
- Project management experience, including Agile or Scrum methodologies.
- Fluency in multiple languages (English plus any additional language is a plus).
Core Competencies for Success
- Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
- Strategic Thinking: Ability to see the big picture and align customer goals with business objectives.
- Problem‑Solving: Creative, analytical approach to diagnosing issues and crafting solutions.
- Collaboration: Comfortable working with diverse teams across product, engineering, and sales.
- Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
- Communication: Clear, concise, and persuasive in both written and verbal formats.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Specialist, you will:
- Progress to Customer Success Manager or Director roles, overseeing larger portfolios and leading strategic initiatives.
- Take on product evangelism responsibilities, representing brighthush at industry events and webinars.
- Lead cross‑functional projects that shape product development and customer experience.
- Access a robust learning ecosystem: online courses, mentorship programs, and a stipend for external certifications (e.g., Certified Customer Success Manager, Project Management Professional).
- Participate in quarterly hackathons and innovation challenges that allow you to prototype new features or process improvements.
Work Environment & Culture at brighthush
Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll find:
- Weekly virtual town halls where leadership shares company updates and celebrates wins.
- Monthly “Innovation Fridays” where teams brainstorm new ideas and experiment with emerging technologies.
- Annual virtual retreats that combine professional development with team bonding.
- A culture of psychological safety that encourages open dialogue, constructive feedback, and continuous improvement.
- Commitment to diversity, equity, and inclusion, with employee resource groups and inclusive hiring practices.
Compensation & Benefits
While the exact salary will be tailored to your experience and skill set, you can expect:
- Competitive base salary aligned with industry benchmarks for senior customer success roles.
- Performance‑based bonus structure tied to customer satisfaction, retention, and expansion metrics.
- Full health, dental, and vision coverage, including tele‑health services.
- Unlimited paid time off and flexible work hours to support work‑life balance.
- 401(k) plan with company match, along with financial wellness resources.
- Annual learning stipend and access to industry conferences and training.
- Regular virtual team events, wellness programs, and a supportive remote work setup.
Equal Opportunity Statement
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or any other protected status.
Ready to Make an Impact?
If you are a proactive, customer‑focused professional with a passion for healthcare technology and a desire to help practices thrive, we want to hear from you. Join brighthush and become part of a team that is redefining patient engagement, driving measurable outcomes, and building a healthier future for clinicians and patients alike.