Senior Customer Success Specialist – Strategic Account Management & Growth Champion for Language Access Solutions at brighthush

About brighthush

brighthush is a trailblazing leader in the language access ecosystem, dedicated to erasing communication barriers across healthcare, education, and public service sectors. With a clear mission to “Help people communicate when it matters most,” we empower organizations to deliver inclusive, patient‑centered care through state‑of‑the‑art translation, interpretation, and multilingual technology solutions. Our culture thrives on innovation, collaboration, and an unwavering focus on customer success. As we expand our footprint across the United States, we’re seeking passionate, results‑driven professionals to join our Customer Success team and help shape the future of equitable communication.

Why This Role Matters

As a Customer Success Specialist at brighthush, you become the trusted partner for our clients, ensuring they extract maximum value from our language solutions. Your work directly influences patient outcomes, operational efficiency, and overall satisfaction for healthcare providers, schools, and government agencies. You’ll serve as the bridge between our technology, our customers, and our internal teams, championing a seamless experience from onboarding through renewal. In short, you’ll be the catalyst that turns language access into a strategic advantage for our clients.

Key Responsibilities

• Build and Nurture Client Relationships – Act as the primary point of contact for a portfolio of diverse clients, cultivating long‑term partnerships with stakeholders at all organizational levels.
• Drive Adoption & Utilization – Monitor health and usage metrics, deliver targeted training, and advise on best practices to maximize product adoption and ROI.
• Design Digital Engagements – Create and launch digital campaigns, webinars, and self‑service resources that encourage deeper product engagement.
• Measure Customer Outcomes – Understand each client’s business goals, develop KPIs, and report on progress to demonstrate tangible value.
• Facilitate Quarterly & Annual Business Reviews – Lead data‑driven discussions, surface insights, and recommend strategic actions.
• Account Planning & Risk Mitigation – Contribute to account plans, identify at‑risk accounts, and execute prescriptive interventions to safeguard satisfaction and retention.
• Renewal & Expansion Management – Own the renewal process, negotiate terms, and identify upsell/cross‑sell opportunities that align with client needs.
• Voice of the Customer – Advocate for client priorities, capture feedback, and collaborate with Sales, Marketing, Product, Engineering, Support, Implementation, Operations, and Finance to resolve challenges.
• Data & CRM Stewardship – Maintain accurate records in HubSpot, track health scores, and ensure timely follow‑ups.
• Travel & On‑Site Engagement – Conduct on‑site visits and industry events, traveling 25‑50% domestically to strengthen client relationships.

Essential Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years in a post‑sales account management, customer success, or comparable role within healthcare technology or operations.
• Exceptional verbal and written communication skills.
• Strong time‑management and project‑management abilities.
• High initiative, accountability, and follow‑through.
• Capacity to juggle multiple initiatives and prioritize effectively.
• Passion for health equity and alignment with brighthush’s mission.
• Valid driver’s license with a clean record; ability to travel independently.
• Legal authorization to work in the United States.
• Willingness to undergo background checks.

Preferred Experience & Skills

• Experience in a high‑growth, decentralized organization.
• Proficiency with Google Workspace and Apple/Mac OS.
• Track record of navigating complex contract negotiations or service recovery scenarios.
• Advanced CRM experience (HubSpot preferred) and remote collaboration tools.
• Comfort with data analysis and reporting.
• Strong stakeholder management across cross‑functional teams.

Core Competencies (brighthush Foundations)

• Drive Results – Own outcomes, prioritize tasks, and deliver on commitments.
• Communicate Effectively – Ask clarifying questions, listen actively, and convey ideas clearly.
• Developing Self and Others – Seek feedback, pursue learning, and mentor peers.
• Growth‑Focused – Embrace change, experiment, and push beyond comfort zones.
• Customer Centricity – Deliver exceptional service, anticipate needs, and propose solutions.

Work Environment & Culture

Our Customer Success team operates primarily in a flexible, remote setting, supported by state‑of‑the‑art collaboration tools. We value autonomy, yet thrive on teamwork and open communication. At brighthush, you’ll find a culture that celebrates diversity, encourages continuous learning, and rewards innovation. We host quarterly town halls, hackathons, and wellness initiatives to keep our community engaged and energized.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by your ambition and performance. We offer:

• Clear internal promotion paths from Customer Success Specialist to Senior Specialist, Manager, and Director roles.
• Mentorship programs pairing you with senior leaders.
• Access to industry conferences, certifications, and training budgets.
• Cross‑functional projects that broaden your skill set and visibility.
• Regular performance reviews with actionable feedback and growth plans.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity options to share in our success. Our benefits package includes:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Generous paid time off and flexible work arrangements.
• Wellness stipend and mental health resources.
• Professional development budget.
• Employee referral program.

How to Apply

If you’re ready to make a tangible impact on patient care and language access, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can help brighthush continue to transform communication for all.

Join brighthush Today

Become part of a mission‑driven team that values innovation, collaboration, and customer success. Your expertise will help us deliver life‑changing language solutions to those who need them most. Apply now and start your journey with brighthush!