Senior Customer Success Team Lead – Championing Adoption, Retention, and Value for AI‑Powered Healthcare Innovation & Global Patient Outcomes

About brighthush

brighthush stands at the forefront of the convergence between artificial intelligence and clinical care. Our flagship AI‑driven clinical decision‑support platform is already reshaping how clinicians diagnose, treat, and monitor patients, delivering faster, more accurate insights that improve outcomes for over 45 million patients worldwide each year. With a presence that spans the United States, Europe, and beyond, brighthush is dedicated to creating smarter, faster, and more equitable healthcare for everyone.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we believe technology should amplify human expertise, not replace it. Our mission is to democratize high‑quality medical insights, empowering every provider to deliver the best possible care. As a member of our team, you’ll collaborate with passionate innovators, data scientists, clinicians, and product leaders who are reshaping the future of medicine. We foster a culture that values curiosity, continuous learning, and a relentless focus on patient impact.

Role Overview

We are looking for a dynamic Senior Customer Success Team Lead to guide, coach, and inspire a high‑performing team of Customer Success Managers (CSMs). In this role, you will be the linchpin that connects our customers, product, and business objectives, ensuring that every user of the brighthush platform realizes maximum value, achieves measurable outcomes, and remains a long‑term advocate for our solutions.

Key Responsibilities

• Team Leadership & Development – Build, mentor, and retain a diverse group of CSMs, fostering a culture of continuous improvement and professional growth. Design individualized coaching plans, conduct regular performance reviews, and champion career progression pathways.
• Customer Advocacy & Escalation Management – Serve as the primary escalation point for high‑impact accounts, guiding your team through complex challenges and turning obstacles into opportunities for deeper partnership. Own the end‑to‑end resolution process and maintain a high customer satisfaction score.
• Strategic Account Management – Own a portfolio of strategic or high‑impact customers, cultivating executive relationships, and delivering quantifiable value through adoption, expansion, and renewal. Develop tailored success plans that align with each customer’s business objectives.
• Performance & Metrics Ownership – Define, track, and report on critical KPIs such as Net Retention, Health Scores, Adoption Rates, and Value Realization. Use data to drive accountability across the team and identify opportunities for improvement.
• Onboarding & Enablement – Design and execute onboarding programs for new hires and ongoing learning initiatives that accelerate ramp‑up and sustain high performance. Create playbooks, training modules, and knowledge bases that empower the team.
• Planning & Forecasting – Collaborate with senior leadership on quarterly planning, headcount forecasting, and resource allocation to support scalable growth. Provide realistic forecasts and identify gaps early.
• Process & Playbook Development – Partner with Customer Success leadership to standardize workflows, create best‑practice playbooks, and refine success plans that align with customer journeys. Continuously iterate processes to improve efficiency.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Support, and Marketing to ensure seamless customer experiences, capture feedback loops, and influence product roadmap. Serve as the voice of the customer in executive meetings.
• Customer Engagement Strategy – Define and execute engagement models tailored to customer segments, maturity levels, and product lines, ensuring consistent and proactive outreach. Leverage segmentation to prioritize high‑value interactions.
• Risk Management & Churn Prevention – Identify at‑risk accounts early, develop tailored mitigation plans, and collaborate with stakeholders to reduce churn and maximize lifetime value. Implement proactive health checks and renewal strategies.

Essential Qualifications

• Minimum 5 years of progressive experience in Customer Success, Account Management, or a client‑facing role within a technology or SaaS environment.
• At least 1 year of formal or informal team leadership experience, with a proven passion for coaching, mentoring, and developing talent.
• Deep familiarity with the healthcare and AI sectors, including regulatory landscapes, clinical workflows, and data‑driven decision making.
• Strong organizational skills and meticulous attention to detail in fast‑paced, high‑growth settings.
• Exceptional communication and relationship‑building abilities, capable of influencing cross‑functional teams and external stakeholders at all levels.
• Proficiency with Customer Success tools such as Gainsight, Catalyst, Salesforce, or equivalent platforms.
• Willingness to travel up to 25–50 % to meet with key customers, partners, and internal teams.
• Based in the Northeast U.S. or Florida, within reasonable proximity to a major airport.

Preferred Qualifications

• Experience in a B2B SaaS company or managing enterprise‑level customer relationships.
• Hands‑on knowledge of customer lifecycle management, success planning, and journey mapping.
• Track record of driving measurable improvements in customer retention, expansion, and overall satisfaction.
• Background in data analysis and the ability to translate metrics into actionable insights.
• Experience working in a remote‑first environment with distributed teams.

Skills & Competencies

• Strategic Thinking – Ability to align team goals with broader business objectives and market trends.
• Leadership & Coaching – Talent for developing high‑performing teams, fostering a growth mindset, and providing constructive feedback.
• Customer‑Centric Mindset – Deep empathy for customer challenges and a relentless drive to deliver value.
• Data‑Driven Decision Making – Proficiency in interpreting analytics to inform strategy and measure success.
• Collaboration & Influence – Skilled at building consensus across Sales, Product, Support, and Marketing.
• Adaptability – Comfortable navigating ambiguity and driving change in a rapidly evolving industry.
• Communication – Clear, concise, and persuasive in both written and verbal interactions.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as expansive as the impact you’ll create. As a Senior Customer Success Team Lead, you’ll:

• Progress to Director or VP of Customer Success, shaping the global strategy for customer engagement.
• Lead cross‑functional initiatives that influence product development, go‑to‑market strategies, and global expansion.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access continuous learning resources, including certifications in AI, healthcare compliance, and customer success frameworks.
• Take ownership of high‑impact projects that directly influence patient outcomes and healthcare delivery.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to patient outcomes. You’ll experience:

• Remote‑first flexibility with optional on‑site collaboration in our New York City, Tel Aviv, or Barcelona hubs.
• A diverse, inclusive workforce that celebrates different perspectives and backgrounds.
• Regular town‑hall meetings, hackathons, and wellness initiatives that keep the team engaged and energized.
• Recognition programs that celebrate both individual and team achievements.
• Access to cutting‑edge technology, data science labs, and a vibrant innovation ecosystem.
• Supportive leadership that values work‑life balance and personal well‑being.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to team and individual metrics.
• Equity options for all full‑time employees, aligning your success with the company’s growth.
• Comprehensive medical, dental, and vision coverage.
• Generous paid time off, including 20 vacation days, sick leave, and paid holidays.
• 401(k) plan with company match, life insurance, and short‑ and long‑term disability coverage.
• Professional development stipend and access to industry conferences.
• Wellness programs, including gym memberships and mental health resources.
• Flexible work arrangements and a supportive remote‑first policy.

How to Apply

Ready to lead a team that transforms healthcare through AI? Submit your application through the link below. We’re excited to learn how your experience and vision align with brighthush’s mission to improve patient outcomes worldwide.

Apply to brighthush Today

Closing Statement

At brighthush, you’ll be part of a purpose‑driven organization that is redefining the future of medicine. Your leadership will directly influence how clinicians make decisions, how patients receive care, and how the healthcare ecosystem evolves. If you’re passionate about technology, healthcare, and making a tangible difference, we invite you to join our team and help us bring smarter, faster care to the world.