Senior Customer Success Specialist – Proactive Engagement & Issue Resolution for SaaS & Healthcare Technology Partners

Welcome to brighthush – Where Customer Success Meets Innovation

At brighthush, we’re redefining the future of healthcare technology by delivering intuitive, data‑driven SaaS solutions that empower clinicians, administrators, and patients alike. Our mission is to streamline care delivery, enhance patient outcomes, and drive measurable business growth for our partners. We’re looking for a passionate, results‑oriented Senior Customer Success Specialist to join our dynamic, fully remote team and help us turn every partnership into a success story.

Why brighthush?

• Impactful Work: Your efforts directly influence how healthcare providers adopt and thrive with our platform.
• Collaborative Culture: Work alongside product, engineering, and sales teams in an environment that values transparency, continuous learning, and shared success.
• Growth Opportunities: We invest in your professional development through mentorship, certifications, and a clear career ladder from Specialist to Manager and beyond.
• Flexibility: Fully remote, with a flexible schedule that respects work‑life balance.
• Competitive Compensation: Base salary, performance bonuses, equity options, and a comprehensive benefits package.

Key Responsibilities

As a Senior Customer Success Specialist at brighthush, you will be the trusted advisor for a curated portfolio of high‑value partners. Your role will blend strategic outreach, issue resolution, and cross‑functional collaboration to ensure our customers achieve their goals and realize maximum ROI.

• Proactive Customer Engagement: Own a defined book of business, conducting regular check‑ins, health‑check calls, and business reviews to align on objectives, milestones, and adoption metrics.
• Issue Escalation & Resolution: Serve as the first point of contact for high‑priority tickets, coordinating with engineering, product, and support teams to resolve issues swiftly while maintaining clear communication with the customer.
• Adoption & Growth Analysis: Identify adoption gaps, churn risks, and upsell opportunities by analyzing usage data, customer sentiment, and industry trends.
• Documentation & Knowledge Sharing: Maintain meticulous records in our CRM, create knowledge‑base articles, and share best practices across the Customer Success team.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Marketing to relay customer feedback, influence roadmap decisions, and co‑create success plans.
• Customer Advocacy: Champion the customer’s voice within brighthush, ensuring their needs are prioritized in product development and service delivery.

Essential Qualifications

We’re looking for a seasoned professional who brings a blend of experience, empathy, and analytical rigor to the role.

• Minimum of four years in Customer Success, Account Management, or a related customer‑facing role.
• Proven track record of managing multiple accounts simultaneously while delivering high‑quality service.
• Strong documentation skills and proficiency with CRM systems (e.g., Salesforce, HubSpot) and ticketing tools (e.g., Zendesk, ServiceNow).
• Experience coordinating escalated issues across cross‑functional teams, with sound judgment regarding urgency and impact.
• Deep understanding of customer adoption, retention, and growth signals, preferably within SaaS or healthcare technology.
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Self‑motivated, organized, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

These additional qualifications will set you apart and accelerate your success at brighthush.

• Experience in the healthcare industry, including familiarity with HIPAA, EHR systems, or clinical workflows.
• Background in data analysis or proficiency with analytics tools (e.g., Tableau, Power BI) to derive actionable insights.
• Project management experience, with a knack for driving initiatives to completion.
• Knowledge of SaaS metrics such as NPS, CSAT, churn rate, and LTV.
• Previous leadership or mentorship experience within a Customer Success team.

Skills & Competencies

Success at brighthush requires a blend of soft and hard skills. Below are the core competencies we value:

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to solve customer problems.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and align solutions accordingly.
• Problem‑Solving: Analytical mindset to diagnose issues, propose solutions, and implement corrective actions.
• Communication: Clear, concise, and persuasive communication across all levels.
• Collaboration: Comfortable working with cross‑functional teams and building consensus.
• Adaptability: Thrives in a rapidly evolving environment and embraces change.
• Time Management: Prioritizes tasks effectively to meet deadlines and deliver results.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear path for advancement. As a Senior Customer Success Specialist, you’ll have the chance to:

• Progress to a Customer Success Manager role, overseeing a larger portfolio and leading a team.
• Transition into Product Management or Customer Experience leadership, leveraging your deep customer insights.
• Earn certifications in Customer Success, SaaS metrics, or healthcare compliance.
• Participate in quarterly hackathons and innovation challenges to shape the future of our platform.
• Attend industry conferences, webinars, and workshops to stay ahead of market trends.

Work Environment & Culture

Our remote-first culture is built on trust, autonomy, and collaboration. You’ll enjoy:

• Flexible working hours that accommodate global time zones.
• Weekly virtual team huddles, knowledge‑sharing sessions, and informal “coffee chats.”
• A culture of continuous feedback, with regular 1:1s and performance reviews.
• Access to a digital wellness program, including meditation, fitness, and mental health resources.
• Annual virtual retreats and optional in‑person meet‑ups for team bonding.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to customer satisfaction, retention, and upsell metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible sick days.
• Professional development stipend and access to online learning platforms.
• Tech stipend for home office setup and high‑speed internet.

Ready to Make an Impact?

If you’re a customer‑first professional who thrives on solving complex problems, building lasting relationships, and driving measurable outcomes, we want to hear from you. Join brighthush and help shape the future of healthcare technology while advancing your career in a supportive, innovative environment.

Apply Today and become a pivotal part of our mission to transform patient care through technology.