Senior Customer Success Specialist – Proactive Engagement, Escalation Management, and Growth Enablement for Healthcare SaaS at brighthush

About brighthush

brighthush is a trailblazing technology partner in the healthcare ecosystem, dedicated to transforming the patient experience from the first click to the final follow‑up. By delivering a cloud‑based platform that unifies online scheduling, two‑way texting, reputation management, reminders, and patient surveys, we empower medical practices to connect with patients in ways that feel simple, seamless, and human. Our mission is to make every interaction effortless, resulting in happier patients, stronger practices, and providers who can focus more energy on delivering outstanding care.

As a remote‑first organization, brighthush embraces flexibility, collaboration, and a culture of continuous learning. We believe that the best ideas come from diverse perspectives, and we foster an environment where every team member can thrive, grow, and make a tangible impact on the future of healthcare.

Why Join brighthush?

• Work with a purpose‑driven product that directly improves patient outcomes.
• Collaborate with cross‑functional teams that include Product, Engineering, Implementation, Billing, and Operations.
• Enjoy a fully remote role with flexible hours, allowing you to balance professional growth with personal life.
• Benefit from a supportive culture that values transparency, ownership, and continuous improvement.
• Advance your career with clear pathways to senior Customer Success Manager and beyond.

Key Responsibilities

As a Customer Success Specialist at brighthush, you will be the trusted partner for our healthcare clients, ensuring they derive maximum value from our platform while driving adoption, retention, and expansion.

1. Own Proactive Customer Engagement

• Manage a defined book of business, conducting regular check‑ins, business reviews, and adoption assessments.
• Build deep relationships with key stakeholders, understanding their goals, workflows, and success metrics.
• Identify and prioritize opportunities for upsell, cross‑sell, and product adoption.
• Document all interactions, insights, and action items in our CRM to maintain a single source of truth.

2. Drive Escalated Issue Resolution

• Serve as the primary liaison for high‑priority support tickets, coordinating with the Support Manager and cross‑functional teams.
• Own the escalation lifecycle: intake, triage, ownership assignment, progress tracking, and final resolution.
• Ensure clear communication with customers regarding status, next steps, and impact.
• Proactively surface stalled or aging work to prevent delays and maintain customer trust.

3. Strengthen Customer and Partner Relationships

• Prepare and lead virtual meetings, workshops, and training sessions.
• Track commitments, follow‑ups, and deliverables, ensuring accountability across teams.
• Provide timely, accurate updates that build confidence and reinforce our partnership.

4. Identify Retention Risks and Growth Signals

• Analyze adoption data, usage patterns, and customer sentiment to surface gaps and friction points.
• Document retention risks and expansion opportunities, collaborating with the Enterprise Relationship Manager and commercial teams.
• Recommend actionable strategies to improve engagement and unlock new revenue streams.

5. Improve Cross‑Functional Execution

• Maintain meticulous account and case documentation, ensuring all stakeholders have visibility.
• Identify recurring themes and pain points, partnering with Product, Engineering, and Implementation to drive product improvements.
• Champion a culture of continuous improvement by sharing insights and best practices across the organization.

How Success Is Measured

• Proactive Account Coverage: Consistent, prioritized outreach with clear documentation of risks, commitments, and next steps.
• Escalation Management: Clear ownership, impact assessment, milestone tracking, and timely communication for high‑priority issues.
• Retention & Growth Insight: Early identification of adoption gaps, retention risks, and qualified expansion signals.
• Stakeholder Visibility: Reliable transparency for customers, partners, and internal teams.
• Customer Value: Contributions to stronger retention, reduced friction, and increased adoption.

Essential Qualifications

• Minimum of 4 years in customer success, account support, client services, or a related customer‑facing role.
• Proven ability to manage multiple customers, cases, stakeholders, and deadlines while maintaining high‑quality documentation.
• Experience coordinating complex escalations across multiple teams, with sound judgment on urgency and impact.
• Exceptional written and verbal communication skills, capable of translating technical issues into concise, actionable updates.
• Hands‑on experience with CRM, ticketing, customer success, project management, or collaboration tools.

Preferred Qualifications

• Background in healthcare technology, SaaS, EHR, practice management, payments, or healthcare operations.
• Experience working with healthcare providers and understanding their unique workflows.
• Familiarity with data analytics and reporting to drive insights.
• Knowledge of industry regulations such as HIPAA and data privacy best practices.

Core Skills & Competencies

• Customer‑centric mindset with a passion for solving real‑world problems.
• Strategic thinking and business judgment.
• Strong analytical and problem‑solving abilities.
• Project management and organizational skills.
• Collaboration and influence across cross‑functional teams.
• Adaptability and resilience in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As a Customer Success Specialist, you will:

• Develop deep expertise in healthcare SaaS and the evolving needs of medical practices.
• Gain exposure to product strategy, engineering, and sales, broadening your skill set.
• Progress to a Customer Success Manager role, leading larger accounts and mentoring junior team members.
• Participate in leadership development programs, workshops, and industry conferences.
• Contribute to product roadmap discussions, influencing the future of patient engagement technology.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, ownership, and continuous learning. We celebrate:

• Remote collaboration tools that keep us connected across time zones.
• Weekly virtual coffee chats and monthly all‑hands meetings.
• Recognition programs that highlight individual and team achievements.
• Opportunities for mentorship, peer learning, and skill development.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation & Benefits

While specific figures may vary based on experience and market data, we offer a competitive salary range that reflects the value you bring to brighthush. In addition to base pay, you will enjoy:

• Health, dental, and vision insurance.
• Paid time off (vacation, sick leave, and personal days).
• 401(k) plan with company match.
• Potential for performance bonuses and equity participation.
• Professional development budget for courses, certifications, and conferences.
• Flexible work schedule and fully remote work environment.

Ready to Join brighthush?

If you are passionate about empowering healthcare providers, thrive in a collaborative environment, and are eager to drive customer success at scale, we want to hear from you. Bring your ideas, energy, and expertise to a team that is shaping the future of patient engagement. Apply today and help us make healthcare simpler, smarter, and better—together.

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 fair consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

To apply, click the link below and submit your application. We look forward to exploring how you can contribute to our mission.