Senior Customer Success & Support Specialist – Patient Experience Champion & SaaS Innovation Leader – Driving Patient Success & Digital Transformation at brighthush

About brighthush

brighthush is more than a SaaS provider; we are a catalyst for a new era of patient‑centric care. With a suite of practice‑management solutions that span dental, orthodontic, chiropractic, optometry, and wellness clinics, we empower clinicians to deliver care that is faster, smarter, and deeply personalized. Our mission is simple yet powerful: make healthcare effortless for both clinicians and patients, so every interaction feels seamless and every outcome is better. Since our founding, we have supported over 40,000 clinics worldwide, and we continue to grow by partnering with forward‑thinking practices that share our vision of a connected, data‑driven future.

Why brighthush?

When you join brighthush, you become part of a movement that is reshaping the way healthcare practices operate. Here’s what sets us apart:

• Impact at Scale – Your work will touch thousands of clinics, streamlining workflows, reducing administrative burden, and elevating patient satisfaction.
• Career Growth – We invest heavily in professional development, mentorship programs, and cross‑functional projects that open doors to leadership roles.
• Culture of Care – Our people‑first culture means you’ll be supported by teammates who celebrate wins, challenge you to think bigger, and champion your success.
• Innovation Hub – Collaborate with product, engineering, and data teams to shape the next generation of healthcare technology.
• Flexible Work Environment – Remote work across the United States, flexible hours, and a results‑oriented approach give you the freedom to balance life and work.

Position Overview

As a Senior Customer Success & Support Specialist, you will be the frontline advocate for our clinic partners, ensuring they receive the highest level of service and support. You will blend deep technical knowledge with a passion for patient experience, driving continuous improvement across the customer journey. Your influence will extend beyond day‑to‑day support to shaping product strategy, process optimization, and the overall success of our partner ecosystem.

Key Responsibilities

Your day‑to‑day tasks will include, but are not limited to:

• Efficient Case & Call Handling – Respond promptly to Tier 1 support tickets via email, phone, and chat. Document every interaction in Salesforce and Freshdesk to maintain accurate, consistent records.
• Customer Satisfaction & Experience Enhancement – Deliver an empathetic, solutions‑focused experience for every customer interaction. Send CSAT surveys post‑resolution, analyze trends, and share actionable insights with the team.
• Cross‑Department Coordination – Collaborate with product, engineering, and billing teams to resolve complex issues, ensuring clear communication and timely escalation of recurring problems.
• Knowledge Base Management – Create, update, and maintain internal and customer‑facing knowledge base articles to empower users and reduce repeat inquiries.
• Process Improvement & Project Support – Participate in light project management tasks, track progress, and contribute to process improvement initiatives that enhance team efficiency.
• Performance Metrics – Meet or exceed key performance indicators such as Call Answer Rate (≥ 90%) and Customer Satisfaction Score (≥ 90%).
• Mentorship & Leadership – Mentor junior team members, share best practices, and lead by example in a high‑energy, fast‑moving environment.
• Strategic Feedback Loop – Act as the voice of the customer in product meetings, providing insights that inform roadmap decisions and feature prioritization.
• Data‑Driven Decision Making – Leverage analytics tools to track support metrics, identify trends, and recommend actionable improvements.
• Continuous Learning – Stay current on industry best practices, emerging technologies, and regulatory changes that impact our customers.

Essential Qualifications

• 4+ years of experience in customer success, account management, or a related field, preferably within a SaaS or technology environment.
• High School Diploma or GED required; an Associate’s or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Excellent problem‑solving and critical‑thinking abilities.
• Experience as a team or shift lead is preferable.
• Ability to manage multiple accounts and projects simultaneously.
• Thrives in a fast‑paced, evolving environment with shifting priorities.
• Technical aptitude and a willingness to learn new software and systems.

Preferred Qualifications & Skills

• Proficiency with Salesforce, Freshdesk, and other CRM/Helpdesk platforms.
• Experience with data analysis tools (Excel, Tableau, or similar) to interpret CSAT and support metrics.
• Knowledge of healthcare industry workflows, especially in dental or chiropractic practices.
• Project management experience, including Agile or Scrum methodologies.
• Fluency in additional languages (Spanish, French, etc.) is a bonus.
• Certifications such as Salesforce Administrator, Certified Customer Success Manager, or Agile Practitioner are advantageous.

Skills & Competencies

The ideal candidate will demonstrate the following competencies:

• Customer‑Centric Mindset – A genuine passion for improving patient experience and a commitment to delivering exceptional service.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Collaboration & Influence – Comfortable working cross‑functionally, building consensus, and driving initiatives forward.
• Adaptability & Resilience – Thrive in a dynamic environment, handle ambiguity, and maintain composure under pressure.
• Communication Excellence – Clear, concise, and persuasive communication across all channels, both written and verbal.
• Leadership & Mentorship – Inspire and guide teammates, fostering a culture of continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success & Support Specialist, you will:

• Lead cross‑functional initiatives that directly influence product roadmap decisions.
• Participate in quarterly hackathons and innovation challenges to prototype new support tools.
• Earn certifications in Salesforce Administration, Customer Success Management, or Agile Project Management through our dedicated learning budget.
• Progress into roles such as Customer Success Manager, Support Lead, or Product Advocate, depending on your interests and strengths.
• Receive regular performance feedback and coaching from senior leaders to refine your leadership and technical skills.
• Attend industry conferences, webinars, and workshops to stay at the forefront of healthcare technology trends.

Work Environment & Company Culture

brighthush thrives on a culture that blends high performance with genuine care. Key cultural pillars include:

• People‑First Mindset – We celebrate wins, support each other through challenges, and prioritize well‑being.
• Collaboration Across Boundaries – Remote teams across the U.S. work together seamlessly, using modern collaboration tools and regular virtual huddles.
• Continuous Improvement – Every team member is encouraged to propose ideas, experiment, and iterate on processes.
• Inclusive & Diverse – We value diverse perspectives and foster an environment where everyone feels heard.
• Community Engagement – Participate in volunteer events, health‑education webinars, and community outreach projects that align with our mission.
• Work‑Life Harmony – Flexible scheduling, remote work options, and a results‑oriented culture help you balance professional and personal commitments.

Compensation, Perks, and Benefits

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

• Base Salary – Reflective of your experience and market benchmarks.
• Performance Bonuses – Earn additional rewards tied to individual and team metrics.
• Health & Wellness – Comprehensive medical, dental, and vision coverage, plus a wellness stipend.
• Retirement Planning – 401(k) with company match to help you secure your future.
• Paid Time Off – Generous vacation, sick leave, and personal days.
• Remote Work Flexibility – Work from anywhere in the United States with flexible scheduling.
• Professional Development – Dedicated budget for courses, certifications, and conferences.
• Employee Recognition – Quarterly awards, spot bonuses, and public shout‑outs for outstanding contributions.
• Technology Stipend – Allowance for home office equipment and high‑speed internet.
• Wellness Programs – Access to mental health resources, mindfulness apps, and fitness memberships.

Our Commitment to You

We’re looking for someone who is not only skilled but also passionate about improving patient care through technology. If you’re eager to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we want to hear from you. Join brighthush and help us make healthcare simpler, smarter, and better for everyone.

How to Apply

Ready to take the next step? Submit your application through our careers portal and let’s start a conversation about how you can contribute to brighthush’s mission. We can’t wait to welcome you to our team.