Senior Customer Success Specialist – Remote U.S. Healthcare Technology & Clinical Support – Champion Lung Health Innovation, AI‑Driven Imaging, and Clinical Workflow Optimization at brighthush

About brighthush

brighthush is a pioneering force in medical technology, redefining how clinicians diagnose, monitor, and treat lung disease. Our portfolio blends cutting‑edge respiratory imaging, AI‑driven analytics, and cloud‑based workflow solutions to empower hospitals, imaging centers, and research institutions worldwide. We are on a mission to improve health outcomes by giving clinicians the tools they need to see the unseen and act faster, more accurately, and with greater confidence.

As a publicly listed company on the Australian Stock Exchange, brighthush is experiencing a dynamic growth phase. We are expanding our footprint across the United States and beyond, and we’re looking for passionate, customer‑centric professionals to join our remote‑first team. If you thrive in a fast‑moving environment, love working at the intersection of technology and patient care, and want to make a tangible impact on lives, brighthush is the place for you.

Why This Role Matters

Our U.S. customers rely on the brighthush platform to capture, analyze, and interpret lung imaging data. The success of their clinical programs directly influences patient outcomes. As a Senior Customer Success Specialist, you will be the primary advocate for our U.S. customers, guiding them through onboarding, configuration, and ongoing support. Your expertise will help clinicians unlock the full potential of our technology, streamline workflows, and ultimately improve lung health for thousands of patients.

What You’ll Do

In this role, you will blend clinical expertise with customer‑success strategy to create a seamless experience for every user of the brighthush platform. Your day‑to‑day activities will include:

• Onboarding & Training: Lead comprehensive portal training sessions for clinical end users—including pulmonologists, radiologists, CT technologists, nurse navigators, and program coordinators—ensuring they can navigate and leverage the platform confidently.
• Workflow Optimization: Collaborate with customers during the early adoption phase to identify operational gaps, recommend best practices, and streamline imaging workflows.
• Account Management: Serve as the day‑to‑day point of contact for a curated portfolio of U.S. accounts, addressing clinical queries related to protocols, screening eligibility, and report workflows.
• Technical Configuration: Configure brighthush algorithms, custom workflows, and reporting settings to align with each customer’s clinical and operational requirements.
• Feedback Loop: Capture and analyze customer feedback, surface recurring issues, and collaborate with product and engineering teams to drive continuous improvement.
• Documentation & Knowledge Base: Create and maintain clear, user‑friendly documentation, FAQs, and training materials to support self‑service and reduce ticket volume.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Engineering, and Marketing to ensure a seamless customer experience from pre‑sale to post‑sale.
• Performance Metrics: Track and report on key success indicators such as adoption rates, user satisfaction scores, and support ticket resolution times.
• Thought Leadership: Represent brighthush at virtual conferences, webinars, and industry events, sharing best practices and gathering insights to inform product strategy.
• Mentorship & Coaching: Guide junior team members and new hires, sharing knowledge and fostering a culture of continuous learning.
• Strategic Planning: Participate in quarterly business reviews with key accounts, helping to align technology roadmaps with clinical goals.

Key Success Metrics

Your performance will be measured against a set of clear, data‑driven metrics that reflect both customer satisfaction and operational excellence:

• Customer Adoption Rate – % of users actively engaging with the platform after onboarding.
• Net Promoter Score (NPS) – Customer willingness to recommend brighthush to peers.
• Ticket Resolution Time – Average time to resolve Tier 1–2 support tickets.
• Training Completion Rate – % of users completing mandatory training modules.
• Feature Adoption – Uptake of newly released AI analytics modules.
• Renewal & Upsell Success – Contribution to contract renewals and expansion opportunities.

Essential Qualifications

• Hands‑on clinical CT/radiology experience in a U.S. hospital or imaging center, with a focus on chest CT, pulmonary imaging, or lung cancer screening.
• Direct exposure to PACS/RIS, DICOM routing, auto‑send configuration, and hospital imaging IT workflows from the clinical side.
• Formal clinical imaging training (radiologic technology program or equivalent) with hands‑on CT experience.
• Strong communication skills—both written and verbal—capable of translating complex technical concepts into clear, actionable guidance for clinicians.
• Proficiency in using ticketing systems (e.g., Salesforce, Jira) and remote support tools.
• Self‑motivated, detail‑oriented, and able to manage multiple priorities in a fast‑paced environment.
• Experience with cloud‑based SaaS platforms and a solid understanding of healthcare data privacy regulations (HIPAA).

Preferred Qualifications

• ARRT (R)(CT) or state‑equivalent radiologic technologist credential.
• Experience in customer‑facing applications, in‑service training, vendor support, or SaaS/health‑IT technical support (Tier 1–2).
• Bachelor’s degree in a related field; exposure to imaging informatics (CIIP‑type knowledge) is a plus.
• Familiarity with Salesforce, Jira, Confluence, or similar collaboration platforms.
• Prior experience in a medical device or health‑tech company.
• Knowledge of AI/ML concepts applied to medical imaging.

Skills & Competencies

• Clinical Insight: Deep understanding of pulmonary imaging workflows and clinical decision‑making.
• Technical Acumen: Ability to configure and troubleshoot imaging software and integration points.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving: Analytical thinking to diagnose issues, propose solutions, and drive process improvements.
• Collaboration: Comfortable working with cross‑functional teams and influencing stakeholders at all levels.
• Adaptability: Thrive in a rapidly evolving technology landscape and embrace continuous learning.
• Project Management: Ability to manage multiple initiatives, set priorities, and meet deadlines.
• Data‑Driven Decision Making: Comfortable using analytics to inform strategy and measure impact.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Specialist, you will:

• Gain exposure to product development cycles, influencing the next generation of features.
• Develop expertise in advanced imaging analytics and AI‑driven diagnostics.
• Progress into senior roles such as Customer Success Manager, Technical Program Manager, or Product Specialist.
• Participate in ongoing training programs, certifications, and industry conferences.
• Collaborate with global teams, expanding your professional network across continents.
• Earn recognition through brighthush’s internal awards program for outstanding customer impact.
• Take on leadership responsibilities, mentoring new hires and shaping team culture.

Work Environment & Culture

brighthush is built on a foundation of innovation, inclusivity, and collaboration. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere in the U.S. with flexible hours that respect work‑life balance.
• Diversity & Inclusion: A welcoming environment where diverse perspectives drive creativity and better patient outcomes.
• Team Spirit: Regular virtual team gatherings, hackathons, and cross‑departmental projects that foster camaraderie.
• Mission‑Driven Purpose: Every team member understands how their work directly improves patient health.
• Continuous Feedback: Transparent performance reviews and mentorship programs that support growth.
• Innovation Labs: Quarterly “innovation sprints” where employees can propose and prototype new features or process improvements.
• Wellness & Balance: Access to mental health resources, virtual fitness classes, and unlimited paid time off.

Compensation & Benefits

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

• Base salary commensurate with market rates for U.S. healthcare technology roles.
• Performance‑based bonuses tied to customer satisfaction and adoption metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement for relevant certifications.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Access to a company‑wide learning platform with courses in AI, data science, and healthcare regulations.

Our Values in Action

At brighthush, our values are more than words—they guide every decision, interaction, and innovation:

• Patient‑First: Every feature, support ticket, and training session is designed with the patient’s well‑being at its core.
• Integrity: We maintain the highest standards of honesty, transparency, and ethical conduct.
• Continuous Improvement: We celebrate learning from successes and failures alike, turning insights into actionable change.
• Collaboration: We break down silos, encouraging open dialogue across departments and geographies.
• Innovation: We challenge the status quo, fostering a culture where bold ideas are nurtured and tested.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping lung care worldwide. You’ll:

• Work with cutting‑edge AI technology that directly improves diagnostic accuracy.
• Collaborate with world‑class clinicians, engineers, and product leaders.
• Enjoy a flexible, remote‑first environment that respects your personal and professional life.
• Receive ongoing support for your growth—through mentorship, training, and real‑world project experience.
• Be part of a company that values diversity, equity, and inclusion at every level.
• Contribute to a product that saves lives and transforms patient care.

How to Apply

Ready to join a team that is changing the face of lung care? Please submit:

• A current CV highlighting your clinical and customer‑support experience.
• A cover letter (mandatory) that explains why you are the ideal fit for this role and how your background aligns with brighthush’s mission.

Applications without a cover letter will not be considered. All candidates will undergo standard background checks and credential verification, including I‑9 documentation.

Learn More About brighthush

Discover how we’re transforming lung health and explore other career opportunities at brighthush.