Senior Director of Customer Success & Revenue Growth – Championing Patient‑Centric SaaS Solutions for Healthcare Systems at brighthush

About brighthush

brighthush is at the forefront of a seismic shift in healthcare finance. In an era where patients increasingly face complex insurance landscapes and providers grapple with revenue leakage, brighthush delivers a cloud‑native platform that uncovers hidden coverage, recovers lost revenue, and keeps patients on the path to better health. With a network of over 1,500 direct payer connections, we empower hospitals and health systems across the United States to transform data into decisive action.

Our mission is simple yet transformative: to eliminate the financial barriers that keep patients from receiving the care they deserve. By marrying advanced analytics with real‑time payer data, we give providers the tools they need to make smarter, faster decisions—ultimately improving patient outcomes and operational efficiency.

At brighthush, purpose drives everything we do. We foster a culture of collaboration, continuous learning, and bold experimentation. If you thrive in a high‑velocity SaaS environment, are passionate about reshaping healthcare, and want to lead a world‑class Customer Success organization, brighthush is the place for you.

Role Overview

As the Senior Director of Customer Success & Revenue Growth, you will be the strategic architect responsible for the long‑term health, satisfaction, and revenue expansion of our enterprise client portfolio. You will build and scale a high‑performing Customer Success team, drive Net Revenue Retention (NRR), and partner with executive stakeholders to unlock expansion opportunities. Your influence will shape the future of brighthush’s customer experience, product roadmap, and market positioning.

Key Responsibilities

Net Revenue Retention & Expansion Leadership

• Own NRR across large enterprise and mid‑market health systems, ensuring that every renewal cycle is an opportunity for upsell and cross‑sell.
• Develop and execute account plans that align with each client’s strategic goals, translating business objectives into measurable success metrics.
• Collaborate with Sales and Product to identify and capture new revenue streams, including add‑ons, premium features, and bundled services.

Executive Relationship Management

• Build trusted advisory relationships with revenue cycle executives, operations leaders, and C‑suite decision makers.
• Serve as the primary point of contact for strategic conversations, quarterly business reviews, and executive steering committees.
• Act as a thought partner, offering insights that help clients navigate industry trends, regulatory changes, and operational challenges.

Platform Utilization & Value Realization

• Monitor user adoption, usage patterns, and key performance indicators to ensure clients are deriving maximum value from the platform.
• Translate data into actionable insights that demonstrate ROI and financial impact, reinforcing the business case for continued investment.
• Champion a data‑driven culture within client organizations, encouraging the use of dashboards, health scores, and predictive analytics.

Strategic Issue Resolution

• Act as the escalation hub for complex operational or technical challenges, coordinating cross‑functional resolution teams.
• Collaborate with Product, Engineering, and Implementation to prioritize fixes, feature enhancements, and service improvements.
• Maintain client trust by ensuring timely communication, transparent status updates, and proactive problem‑solving.

Team Building & Process Optimization

• Recruit, coach, and develop a high‑performing Customer Success team that embodies brighthush’s values of ownership, collaboration, and impact.
• Design scalable playbooks, standard operating procedures, and automation workflows that streamline the end‑to‑end customer journey.
• Implement continuous improvement initiatives that reduce churn, increase adoption, and elevate customer satisfaction.

Executive Business Reviews & Strategic Planning

• Lead recurring Executive Business Reviews (EBRs) to showcase ROI, share benchmark data, and align on future initiatives.
• Translate client feedback into product and service enhancements, ensuring that the platform evolves in line with market needs.
• Collaborate with Marketing and Sales to develop joint value propositions and co‑create success stories.

Voice of the Customer

• Provide actionable insights to Product and Engineering teams, influencing roadmap decisions and feature prioritization based on real‑world client needs.
• Champion a customer‑centric mindset across the organization, ensuring that every decision reflects the best interests of our clients.

Data‑Driven Decision Making

• Leverage CRM, analytics, and customer health scores to identify churn risks, utilization gaps, and expansion opportunities.
• Build dashboards that keep the organization aligned on key metrics, fostering transparency and accountability.
• Use predictive modeling to anticipate client needs and proactively address potential issues.

Strategic Thought Leadership

• Represent brighthush at industry events, webinars, and client conferences, positioning the company as a thought leader in healthcare revenue cycle optimization.
• Publish white papers, case studies, and thought pieces that showcase the impact of our platform on patient access and provider revenue.
• Build a network of industry influencers, partners, and thought leaders to stay ahead of emerging trends.

Essential Qualifications

• 10+ years of progressive experience in Customer Success, Account Management, or Client Management within 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.
• Data‑driven mindset: expertise in using CRM, analytics, and health‑tech metrics to drive decisions.
• Experience building scalable processes, playbooks, and operational workflows.
• Excellent communication skills—written, verbal, and presentation—across all stakeholder levels.
• Self‑starter who thrives in a fast‑paced, high‑growth environment.

Preferred Qualifications

• Direct experience in healthcare technology or Revenue Cycle Management (RCM) within large health systems.
• Deep understanding of payer contracts, insurance coverage discovery, and revenue optimization.
• Experience managing complex, high‑touch relationships with enterprise health systems and hospital networks.
• Background in building and scaling Customer Success functions from the ground up.
• Familiarity with healthcare data standards (e.g., HIPAA, HITECH) and compliance requirements.

Skills & Competencies

• Strategic Thinking & Execution
• Relationship Management & Executive Communication
• Data Analysis & Insight Generation
• Team Leadership & Coaching
• Problem Solving & Crisis Management
• Product & Technical Acumen
• Change Management & Process Improvement
• Collaboration across Product, Engineering, Sales, and Finance

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Director, you will:

• Lead the design and execution of a world‑class Customer Success organization, shaping the career paths of future leaders.
• Participate in executive leadership meetings, influencing company strategy and product direction.
• Access continuous learning resources—industry certifications, conferences, and internal knowledge hubs.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.
• Enjoy a clear promotion path to Chief Customer Officer or other senior executive roles.

Work Environment & Culture

brighthush is a hybrid, remote‑first company that values flexibility, collaboration, and impact. Our culture is defined by:

• Autonomy & Ownership – You’ll have full authority over client outcomes and the freedom to innovate.
• Collaboration – Cross‑functional teams work together to solve complex problems and deliver value.
• Continuous Learning – We encourage experimentation, provide learning budgets, and celebrate knowledge sharing.
• Impact‑Driven – Every initiative directly contributes to patient access and provider revenue recovery.
• Inclusive & Diverse – We foster an environment where diverse perspectives are respected and valued.

Compensation & Benefits

While specific figures vary by experience and location, we offer a competitive total rewards package that includes:

• Base salary commensurate with market and experience.
• Performance‑based bonus tied to NRR, expansion, and team metrics.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Generous paid parental leave and family‑support benefits.
• Professional development stipend and conference allowances.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.

How to Apply

Ready to lead a transformative Customer Success organization that directly improves patient care and provider revenue? Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush. We’re excited to explore how your expertise can help us scale impact and innovation.

Join brighthush – Where Purpose Meets Performance

At brighthush, you’ll be part of a mission‑driven team that’s redefining how healthcare systems recover revenue and deliver care. If you’re a strategic thinker, data‑savvy leader, and passionate about making a tangible difference, we want to hear from you. Apply today and help us bring brighter, more accessible healthcare to patients across the country.