Senior Director – Global Customer Success & Solutions Architecture – Driving Worldwide Client Engagement & Technical Excellence at brighthush

About brighthush

brighthush is a trailblazing technology powerhouse at the intersection of healthcare innovation and digital transformation. With a mission to empower clinicians, payers, and patients through cutting‑edge, purpose‑built solutions, we are redefining how health systems operate in a connected world. Our portfolio spans secure data exchange platforms, AI‑driven analytics, and interoperable care coordination tools that streamline workflows, enhance patient outcomes, and unlock new revenue streams. As a global leader, brighthush serves a diverse clientele that ranges from small community hospitals to multinational health networks, all while maintaining a relentless focus on customer success and operational excellence.

Why Join brighthush?

At brighthush, we believe that the most valuable asset is our people. We foster a culture of curiosity, collaboration, and continuous learning, where every team member is empowered to innovate and make an impact. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant, cross‑functional community of experts. We invest heavily in professional development, offering mentorship programs, leadership training, and access to industry conferences. If you are passionate about transforming healthcare through technology and want to lead a high‑performing global team, brighthush is the place for you.

Position Overview

As the Senior Director – Global Customer Success & Solutions Architecture, you will be the strategic leader responsible for building, scaling, and optimizing brighthush’s worldwide customer success organization. You will partner with executive leadership to align customer outcomes with business objectives, ensuring that every client receives unparalleled support, guidance, and value from our solutions. Your role will blend visionary leadership, deep technical acumen, and a relentless focus on customer delight.

Key Responsibilities

• Strategic Leadership: Define and execute a global customer success strategy that aligns with brighthush’s growth goals and market positioning.
• Team Building & Development: Recruit, mentor, and retain a world‑class customer success and solutions architecture team across multiple regions, fostering a culture of high performance, accountability, and continuous improvement.
• Customer Advocacy: Serve as the voice of the customer within the organization, translating client insights into product enhancements, service improvements, and roadmap priorities.
• Operational Excellence: Design and implement scalable processes, metrics, and tools that drive efficiency, predictability, and measurable impact on customer health scores, renewal rates, and upsell opportunities.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, Marketing, and Finance to ensure a seamless end‑to‑end customer journey from pre‑sales to post‑implementation.
• Technical Leadership: Oversee solution architecture initiatives, ensuring that deployments meet performance, security, and compliance standards, especially within the healthcare domain.
• Executive Communication: Present insights, performance reports, and strategic recommendations to the executive team and board, translating complex data into actionable narratives.
• Global Expansion: Lead the expansion of customer success operations into new geographies, adapting processes to local market nuances while maintaining global consistency.
• Risk Management: Identify and mitigate risks related to customer churn, compliance, and operational disruptions, implementing proactive remediation plans.
• Innovation & Thought Leadership: Stay abreast of industry trends, emerging technologies, and best practices in customer success and solutions architecture, positioning brighthush as a thought leader.

Essential Qualifications

• Minimum 8 years of progressive leadership experience in Customer Success, Solutions Architecture, or a closely related field.
• Proven track record of building, scaling, and managing high‑performing global customer success organizations.
• Deep understanding of healthcare technology ecosystems, including EHR integration, interoperability standards (FHIR, HL7), and regulatory compliance (HIPAA, GDPR).
• Exceptional executive communication skills, with experience presenting to C‑suite executives, board members, and external stakeholders.
• Strong cross‑functional leadership ability, having successfully collaborated with Sales, Product, Engineering, and Finance teams.
• Demonstrated ability to develop and implement data‑driven metrics and dashboards that inform strategy and drive continuous improvement.
• Experience managing technical teams, including solution architects, implementation specialists, and customer success managers.
• Proficiency in customer success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and analytics tools (e.g., Tableau, Power BI).
• Bachelor’s degree in Business, Computer Science, Healthcare Administration, or a related field; MBA or advanced degree preferred.

Preferred Qualifications

• Prior experience in a SaaS or cloud‑based healthcare technology company.
• Knowledge of AI/ML applications in healthcare and their impact on customer success.
• Experience leading global teams across multiple time zones and cultural contexts.
• Certifications in Customer Success Management (e.g., Certified Customer Success Manager), Solution Architecture, or Healthcare IT.
• Fluency in additional languages (Spanish, Mandarin, etc.) is a plus.

Core Skills & Competencies

• Strategic Thinking: Ability to translate business objectives into actionable customer success strategies.
• Leadership & Coaching: Proven talent for inspiring teams, fostering growth, and driving accountability.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and measurable outcomes.
• Technical Acumen: Strong grasp of software architecture, cloud infrastructure, and healthcare data standards.
• Data‑Driven Decision Making: Expertise in leveraging analytics to uncover insights and optimize performance.
• Communication & Influence: Excellent written and verbal communication, with the ability to influence stakeholders at all levels.
• Change Management: Skilled at navigating organizational change and driving adoption of new processes and tools.
• Project Management: Ability to manage multiple initiatives simultaneously, ensuring timely delivery and quality.

Career Growth & Development Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Director, you will be positioned to transition into executive roles such as Chief Customer Officer, Chief Operating Officer, or even CEO, depending on your aspirations and performance. We provide a structured leadership development program that includes mentorship from senior executives, access to industry conferences, and a budget for professional certifications. Our culture encourages lateral movement across product, sales, and operations, giving you a holistic view of the business and the chance to broaden your skill set.

Work Environment & Company Culture

Remote‑First, Global Collaboration: While you will be based in the United States, you will collaborate with colleagues across North America, Europe, and Asia, benefiting from a truly global perspective.

Inclusive & Diverse: We celebrate differences and foster an environment where every voice is heard. Our diversity initiatives ensure that all employees feel valued and empowered.

Innovation‑Driven: We encourage experimentation, reward bold ideas, and provide the resources needed to bring them to life. Your insights will shape product roadmaps and influence the future of healthcare technology.

Work‑Life Harmony: Flexible working hours, generous paid time off, and a focus on mental health and well‑being help you maintain balance while achieving professional excellence.

Compensation & Benefits

Competitive Salary: We offer a market‑competitive base salary commensurate with experience and industry standards.

Performance Bonuses: Annual bonuses tied to individual, team, and company performance metrics.

Equity: Eligible for stock options as part of the long‑term incentive plan.

Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.

Retirement Plans: 401(k) with company matching to help you secure your future.

Professional Development: Annual budget for conferences, courses, and certifications.

Other Perks: Unlimited PTO, remote work stipend, and access to a global employee resource network.

How to Apply

If you are ready to lead brighthush’s global customer success organization and shape the future of healthcare technology, we want to hear from you. Submit your application through the link below, and let’s start a conversation about how your vision and expertise can drive transformative impact for our clients and our company.