Senior Customer Success Team Lead – Driving Adoption, Retention, and Value in AI‑Enabled Healthcare Solutions

About brighthush

brighthush is at the forefront of transforming healthcare delivery through cutting‑edge artificial intelligence. Our flagship AI‑powered clinical decision support platform empowers clinicians worldwide to make faster, more accurate diagnoses and treatment plans, improving outcomes for over 45 million patients annually. With a global footprint that spans the United States, Europe, and beyond, brighthush is committed to delivering smarter, faster care that saves lives and reduces costs.

Why Join brighthush?

At brighthush, we believe that technology should serve people, not the other way around. Our mission is to democratize high‑quality medical insights, enabling every provider to deliver the best possible care. As a member of our team, you’ll work alongside passionate innovators, data scientists, and clinicians who are reshaping the future of medicine. We offer a collaborative, inclusive culture that values curiosity, continuous learning, and a relentless focus on patient impact.

Role Overview

We are seeking 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.
• 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.
• Strategic Account Management – Own a portfolio of strategic or high‑impact customers, cultivating executive relationships, and delivering quantifiable value through adoption, expansion, and renewal.
• Performance & Metrics Ownership – Define, track, and report on critical KPIs such as Net Retention, Health Scores, Adoption Rates, and Value Realization, driving accountability across the team.
• Onboarding & Enablement – Design and execute onboarding programs for new hires and ongoing learning initiatives that accelerate ramp‑up and sustain high performance.
• Planning & Forecasting – Collaborate with senior leadership on quarterly planning, headcount forecasting, and resource allocation to support scalable growth.
• Process & Playbook Development – Partner with Customer Success leadership to standardize workflows, create best‑practice playbooks, and refine success plans that align with customer journeys.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Support, and Marketing to ensure seamless customer experiences, capture feedback loops, and influence product roadmap.
• Customer Engagement Strategy – Define and execute engagement models tailored to customer segments, maturity levels, and product lines, ensuring consistent and proactive outreach.
• Risk Management & Churn Prevention – Identify at‑risk accounts early, develop tailored mitigation plans, and collaborate with stakeholders to reduce churn and maximize lifetime value.

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 to continuous learning resources, including certifications in AI, healthcare compliance, and customer success frameworks.

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.

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.

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.