Senior Director of Customer Success – Healthcare SaaS & Revenue Cycle Management

About brighthush

At brighthush, we are on a mission to eliminate financial barriers that prevent patients from receiving the care they need. In a world where 1 in 4 Americans struggle to pay medical bills, our cutting‑edge SaaS platform connects hospitals and health systems to over 1,500 direct payer relationships, uncovering hidden coverage and unlocking revenue that would otherwise be lost. By doing so, we empower providers to focus on patient outcomes while ensuring that every dollar of care is fully reimbursed.

Our rapid growth has positioned brighthush as a trusted partner for leading health systems across the United States. We are driven by data, guided by empathy, and committed to creating a culture where innovation meets impact. If you are passionate about transforming the healthcare experience for patients and providers alike, brighthush is the place where your expertise can make a measurable difference.

Role Overview

As the Senior Director of Customer Success, you will be the strategic leader responsible for the long‑term health, satisfaction, and revenue growth of our client portfolio. You will manage a high‑performing team of Customer Success Managers, ensuring seamless post‑implementation support, driving product adoption, and uncovering expansion opportunities that translate into tangible financial outcomes for our clients.

In this role, you will own Net Revenue Retention (NRR) across large enterprise health systems, acting as a trusted advisor to revenue cycle executives and building a scalable foundation for our growing Customer Success organization.

Key Responsibilities

• Net Revenue Retention & Account Growth: Own NRR across enterprise and mid‑market clients by driving renewals, identifying strategic expansion opportunities, and upselling additional products.
• Relationship Management & Executive Presence: Establish and maintain strong, long‑term relationships with revenue cycle management (RCM) executives, health system operations leaders, and key decision‑makers.
• Utilization & Value Realization: Proactively monitor platform usage, user adoption, and key performance metrics to ensure clients are fully realizing the financial value and ROI of brighthush.
• Strategic Issue Resolution & Troubleshooting: Act as the primary escalation point for client challenges, partnering with product, engineering, and implementation teams to resolve operational or technical issues quickly.
• Team Building & Process Optimization: Hire, coach, and manage a high‑performing Customer Success team while developing standardized playbooks, scalable best practices, and operational workflows to optimize the end‑to‑end customer journey.
• Business Reviews & Strategic Planning: Lead recurring Executive Business Reviews (EBRs) with client leaders to showcase ROI, share benchmark data, and align on upcoming strategic initiatives.
• Cross‑Functional Collaboration: Serve as the voice of the customer internally, providing actionable feedback to Product and Engineering to inform product roadmaps and feature enhancements.

Essential Qualifications

• 10+ years of dedicated customer success, account management, or client management experience in a SaaS environment.
• Proven track record of managing a team, owning portfolio revenue, and exceeding NRR targets.
• Strong executive presence with the ability to influence C‑suite and VP‑level leaders.
• Exceptional written and verbal communication skills, including experience delivering presentations to senior stakeholders.
• Data‑driven mindset: adept at using product metrics to identify utilization trends, spot churn risks early, and pitch expansion opportunities rooted in client ROI.
• Experience building and scaling Customer Success functions, including hiring, onboarding, coaching, and process optimization.

Preferred Qualifications

• Deep, direct experience working within healthcare technology and healthcare Revenue Cycle Management (RCM).
• Proven success managing complex, high‑touch relationships with large enterprise health systems and hospital networks.
• Experience with payer integration and understanding of payer contracts, eligibility, and reimbursement workflows.
• Knowledge of healthcare regulations (HIPAA, ACA, etc.) and how they impact revenue cycle operations.
• Background in leading cross‑functional initiatives that drive product improvements based on customer feedback.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans that drive revenue and customer satisfaction.
• Leadership & Coaching: Talent for building high‑performing teams, fostering a culture of continuous improvement, and empowering team members to own outcomes.
• Problem Solving: Scrappy and resourceful when troubleshooting client workflow bottlenecks or system issues, ensuring swift resolution without compromising executive trust.
• Analytical Acumen: Comfortable working with data dashboards, financial models, and key performance indicators to inform strategy.
• Customer‑Centric Mindset: Deep empathy for both patients and providers, with a focus on delivering measurable value through technology.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. You will:

• Lead the expansion of our Customer Success organization into new markets and verticals.
• Collaborate with product, engineering, and sales leaders to shape the future of healthcare revenue technology.
• Participate in executive‑level strategy sessions, influencing company‑wide decisions.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.

Work Environment & Company Culture

brighthush is built on a foundation of collaboration, transparency, and purpose. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere while staying connected through virtual collaboration tools.
• Bi‑Annual Offsites: In‑person gatherings that foster team bonding, strategic alignment, and personal growth.
• Inclusive & Diverse: A workplace that celebrates different perspectives and encourages every voice to be heard.
• Continuous Learning: Regular skill‑building workshops, mentorship programs, and access to industry thought leaders.
• Impact‑Driven: Every project and initiative is tied to a measurable outcome that improves patient access to care.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and support work‑life balance:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure tied to NRR, expansion, and customer satisfaction metrics.
• Comprehensive medical, dental, and vision coverage for you and your family.
• 401(k) plan with company match to help you build long‑term financial security.
• Unlimited paid time off (PTO) to recharge and pursue personal interests.
• Professional development stipend and reimbursement for relevant certifications.
• Employee wellness programs, including mental health resources and fitness subsidies.

Why You’ll Love Working at brighthush

When you join brighthush, you become part of a mission‑driven team that is reshaping the future of healthcare revenue. Your work will:

• Directly help patients access the care they need without financial hardship.
• Enable health systems to recover critical revenue, improving their ability to invest in patient care.
• Provide you with high ownership over client outcomes and the opportunity to shape how our enterprise Customer Success organization scales.
• Offer a collaborative environment with smart, passionate colleagues who value continuous learning and execution.

Ready to Make an Impact?

If you are a seasoned customer success leader with a passion for healthcare technology and a proven ability to drive revenue growth, we want to hear from you. Join brighthush and help us break down financial barriers so that every patient can receive the care they deserve.