Senior Director of Customer Success – Healthcare Technology & AI Solutions – Remote (US) – Champion Enterprise Partnerships, Revenue Growth, and Customer Advocacy at brighthush

About brighthush

brighthush is a trailblazing AI‑driven platform that empowers healthcare enterprises to deliver smarter, faster, and more personalized care at the point of need. By integrating advanced analytics, natural language processing, and real‑time clinical decision support, we help clinicians reduce diagnostic errors, streamline workflows, and improve patient outcomes across hospitals, clinics, and health systems worldwide. Our mission is to transform the way healthcare is delivered—making it more efficient, data‑rich, and patient‑centric.

Founded by a team of seasoned clinicians, data scientists, and software engineers, brighthush has rapidly scaled from a small startup to a recognized leader in the health‑tech ecosystem. We partner with Fortune 500 hospitals, regional health networks, and innovative medical device companies, driving measurable improvements in quality, safety, and cost‑efficiency.

At brighthush, we believe that the best solutions are built by people who care deeply about the impact of technology on human lives. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. If you are passionate about healthcare, data, and building lasting relationships, you will thrive here.

Why This Role Matters

As the Senior Director of Customer Success, you will be the strategic partner for our most valuable clients—healthcare organizations that rely on brighthush to deliver critical insights and operational efficiencies. Your leadership will shape the customer experience, drive revenue growth through renewals and upsells, and ensure that our platform consistently delivers tangible value. You will work closely with product, sales, and engineering teams to align customer feedback with roadmap priorities, creating a virtuous cycle of innovation and satisfaction.

Key Responsibilities

• Account Leadership – Own a portfolio of enterprise accounts, serving as the primary point of contact for C‑suite executives, clinical leaders, and IT directors. Build deep, trust‑based relationships that translate into long‑term partnership.
• Customer Success Strategy – Design and execute a comprehensive customer success framework that includes onboarding, adoption, health monitoring, and expansion. Leverage data to forecast churn risk and identify upsell opportunities.
• Process & Tool Development – Build scalable processes, playbooks, and dashboards that enable the team to deliver consistent, high‑quality service. Implement best practices for renewal pipelines, health scorecards, and cross‑functional handoffs.
• Renewals & Upsells – Lead the renewal cycle, ensuring that all contracts are renewed on time and that expansion opportunities are pursued proactively. Work with sales to close upsell deals that align with customer goals.
• Team Leadership & Mentorship – Hire, coach, and develop a high‑performing customer success team. Foster a culture of accountability, continuous improvement, and customer obsession.
• Data‑Driven Decision Making – Own the analytics that drive customer health scores, churn prediction models, and NPS tracking. Translate insights into actionable initiatives that improve retention and satisfaction.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Marketing, and Sales to advocate for customer needs, influence roadmap decisions, and ensure seamless delivery of new features.
• Thought Leadership – Represent brighthush at industry conferences, webinars, and client events. Share insights on healthcare technology trends, AI ethics, and best practices for digital transformation.

Essential Qualifications

• 7+ years of progressive experience in customer success, account management, or enterprise sales within the healthcare technology sector.
• Proven track record of driving high renewal rates (≥90%) and successful upsell initiatives that increase ARR by 20%+.
• Deep understanding of Electronic Health Record (EHR) ecosystems, including Epic, Meditech, Cerner, and other major platforms.
• Strong analytical mindset with experience building and interpreting customer health dashboards, churn models, and KPI frameworks.
• Executive presence and the ability to communicate complex ideas to C‑suite stakeholders, clinicians, and IT leaders.
• Experience leading and scaling high‑performing customer success teams in a fast‑growth startup environment.
• Exceptional written and verbal communication skills in English; additional languages are a plus.

Preferred Qualifications

• Background in AI/ML product management or a technical role that bridges data science and customer experience.
• Experience with SaaS subscription billing systems, usage analytics, and contract negotiation.
• Familiarity with healthcare compliance standards such as HIPAA, HITECH, and GDPR.
• Prior involvement in product roadmap planning or feature prioritization based on customer feedback.
• Experience working with global or multi‑site healthcare organizations.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Centric Mindset – Passion for solving real problems for clinicians and administrators.
• Data Literacy – Proficiency in SQL, Excel, and BI tools (Tableau, Looker, Power BI).
• Leadership & Coaching – Talent for building, motivating, and retaining top performers.
• Project Management – Skilled at juggling multiple initiatives with tight deadlines.
• Collaboration – Comfortable working cross‑functionally with product, engineering, sales, and marketing.
• Adaptability – Thrive in a dynamic, fast‑paced startup environment.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As Senior Director of Customer Success, you will:

• Progress to Vice President of Customer Success or Chief Customer Officer roles.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Participate in executive leadership meetings, influencing company direction.
• Access ongoing professional development—conferences, certifications, and internal training programs.
• Mentor junior leaders and contribute to a culture of continuous learning.

Work Environment & Culture

brighthush is a fully remote organization, giving you the flexibility to work from anywhere in the United States. We maintain a vibrant virtual community through:

• Weekly all‑hands meetings with the CEO and product leaders.
• Monthly virtual coffee chats and team‑building activities.
• Quarterly in‑person retreats (when travel is safe) to strengthen relationships.
• Open‑door policy—your voice matters at every level.
• Commitment to diversity, equity, and inclusion—our teams reflect the communities we serve.

Compensation & Benefits

• Base Salary – Competitive range of USD 130,000 – 160,000 per year, commensurate with experience.
• Bonus & Equity – Performance‑based bonus and equity options that align your success with the company’s growth.
• Health & Wellness – Comprehensive medical, dental, and vision plans, including telehealth services.
• Retirement – 401(k) plan with company matching up to 4%.
• Paid Time Off – Generous PTO policy, plus paid holidays and a flexible sick leave program.
• Professional Development – Reimbursement for industry certifications, courses, and conferences.
• Wellness Programs – Virtual fitness classes, mental health resources, and wellness stipends.
• Technology Stipend – Home‑office equipment allowance and high‑speed internet reimbursement.

How to Apply

If you are a seasoned customer success leader who thrives on building lasting relationships, driving revenue growth, and shaping the future of healthcare technology, we want to hear from you. Join brighthush and help us transform the way clinicians deliver care—one data‑driven insight at a time.

Ready to make an impact? Submit your application through our careers portal or click the link below to apply directly.