Senior Director of Customer Success – AI‑Powered Clinical Workflow Optimization & Healthcare Outcomes Leadership at brighthush

Welcome to brighthush – Where AI Meets Clinical Excellence

At brighthush, we’re not just building software; we’re redefining the future of patient care. Founded in 2020, our mission has always been to empower clinicians with real‑time, AI‑driven insights that transform clinical decision‑making, reduce burnout, and drive measurable improvements in patient outcomes. By embedding trusted medical knowledge directly into the workflows of hospitals, health systems, and specialty practices across the United States, we turn data into actionable intelligence that clinicians can trust at the point of care.

Our team is small, nimble, and world‑class—11 to 50 professionals who thrive in a remote‑first environment. Whether you’re based in New York City, Austin, Seattle, or anywhere in the U.S., you’ll collaborate with a diverse group of engineers, product managers, data scientists, and customer success experts—all dedicated to delivering transformative value to our clients.

Why brighthush is a Game‑Changer

Our platform seamlessly integrates with leading electronic health record (EHR) systems, delivering AI‑powered clinical decision support that is both intuitive and evidence‑based. By providing clinicians with real‑time insights, we help them make better decisions faster, reduce unnecessary tests, and ultimately improve patient safety. As the Senior Director of Customer Success, you will be the linchpin that turns our technology into tangible value for our clients, ensuring they achieve measurable ROI and become long‑term partners.

Role Overview

In this senior leadership role, you will own the entire post‑launch lifecycle for a portfolio of high‑value accounts. Your mission is to maximize adoption, engagement, and expansion while building scalable processes that can be replicated across the organization. You will partner closely with Sales, Product, Engineering, and Support to create a seamless experience that turns first‑time users into evangelists.

Key Responsibilities

• Account Ownership – Serve as the primary relationship holder for key stakeholders across each account, from C‑suite executives to frontline clinicians.
• Quarterly Business Reviews (QBRs) – Design and deliver structured QBRs that showcase usage data, highlight wins, surface gaps, and set actionable goals for the next quarter.
• Adoption & Engagement Monitoring – Track adoption metrics in real time and proactively intervene when engagement drops, preventing churn before it becomes a problem.
• Support Triage & Resolution – Coordinate cross‑functional resolution of inbound support requests, ensuring timely and satisfactory outcomes.
• Product Feedback Loop – Collect structured, actionable feedback from customers and relay it to the product team to inform roadmap decisions.
• Impact Documentation – Quantify and document the measurable impact of brighthush at each site, including usage trends, workflow changes, and clinical outcome stories.
• Renewal Management – Own renewal timelines, track contract dates, build renewal plans, and flag risks early to secure revenue continuity.
• Upsell & Expansion – Identify and develop upsell opportunities, partnering with Sales to execute expansion conversations and close deals.
• Success Planning – Build mutual success plans that tie brighthush usage to each customer’s strategic objectives.
• Health Metrics & Reporting – Track and report on key account health metrics such as Net Revenue Retention (NRR), churn risk, and expansion pipeline.
• CS Playbook Development – Build and formalize the Customer Success playbook, including QBR templates, renewal workflows, upsell triggers, and account health frameworks.
• Resource Creation – Create scalable, customer‑facing resources such as check‑in agendas, success metric templates, and executive‑ready reporting.
• Metrics Definition & Instrumentation – Define and instrument the metrics that matter for customer health and team performance.
• ROI Documentation – Own the process for gathering and documenting ROI from defining success metrics at kickoff through quantifying impact at renewal.

Essential Qualifications

• 7+ years of experience in customer success or account management within healthcare technology, with direct exposure to clinical workflows and EHR environments.
• Proven track record of owning renewals and upsells, with quantifiable results that demonstrate growth and retention.
• Experience building or formalizing Customer Success processes from scratch, not merely inheriting a mature playbook.
• Strong executive presence: capable of running a QBR with a CMO and following up with a frontline champion the same day.
• Comfort with analytics tools and a hunger for data; you find the story in the dashboard before anyone asks.
• High tolerance for ambiguity and the ability to thrive in a fast‑moving startup environment.
• Startup experience is a plus.

Preferred Qualifications

• Experience working with AI‑driven clinical decision support platforms or similar SaaS products.
• Background in healthcare operations, quality improvement, or clinical informatics.
• Knowledge of healthcare reimbursement models, value‑based care, and population health metrics.
• Previous leadership role in a Customer Success organization, with a track record of scaling teams.

Skills & Competencies

• Strategic Thinking – Ability to align customer goals with brighthush’s product roadmap.
• Data‑Driven Decision Making – Proficiency in using analytics to uncover insights and drive action.
• Communication – Exceptional written and verbal communication skills, with the ability to convey complex concepts to diverse audiences.
• Relationship Management – Proven ability to build trust with C‑suite executives and frontline staff alike.
• Project Management – Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Collaboration – Comfortable working cross‑functionally with Sales, Product, Engineering, and Support.
• Adaptability – Thrives in a dynamic environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As the Senior Director of Customer Success, you will:

• Lead the expansion of our Customer Success organization, mentoring junior team members and shaping the future of our CS function.
• Collaborate with product and engineering leaders to influence the direction of our AI platform.
• Participate in industry conferences, webinars, and thought‑leadership initiatives, positioning yourself as a recognized expert in healthcare AI.
• Benefit from continuous learning programs, including certifications in healthcare informatics, data analytics, and leadership development.
• Own a clear path to executive leadership within brighthush, with opportunities to move into VP or Chief Customer Officer roles.

Work Environment & Culture at brighthush

brighthush is built on a foundation of transparency, collaboration, and a relentless focus on impact. Our remote‑first culture means you can work from anywhere in the United States, with optional in‑person collaboration in our New York City office two days a week for those who wish to connect face‑to‑face. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our team is small but mighty, and every voice is heard.

Compensation & Benefits

While the exact figures will be discussed during the interview process, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure tied to individual and company goals.
• Equity options that allow you to share in the long‑term success of the company.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Comprehensive medical, dental, and vision coverage for you and your family.
• 401(k) plan with company matching to help you build your future.
• Tax‑free stipend for personal device usage.
• Access to wellness programs, mental health resources, and professional development funds.

How to Apply

Ready to make a tangible difference in healthcare? Submit your application through our career portal or send your résumé and a brief cover letter outlining why you’re the ideal fit for the Senior Director of Customer Success role at brighthush. We look forward to exploring how your expertise can help us drive better outcomes for our clients and patients alike.

Join brighthush – Where Innovation Meets Impact

At brighthush, you’ll be part of a mission‑driven team that is redefining how technology supports clinical excellence. If you’re a seasoned Customer Success leader with a passion for healthcare, a knack for data, and a desire to build scalable processes that deliver real value, we want to hear from you. Apply today and help us shape the future of patient care.