Senior Director of Customer Success – US (Remote) – Driving Outcomes in AI‑Powered Healthcare Solutions

About brighthush

brighthush is redefining the future of senior living and long‑term care through cutting‑edge artificial intelligence and computer‑vision technology. Our platform creates a real‑time, multimodal digital twin of each resident and their care environment, empowering staff to automate documentation, proactively manage acuity, and streamline workflows across entire facilities. By delivering unprecedented access to actionable data insights, we help healthcare providers make smarter decisions, reduce adverse events, and elevate the quality of care for every resident.

We are a fast‑growing, mission‑driven company that thrives on curiosity, ownership, and a relentless focus on outcomes. Our team is composed of passionate engineers, clinicians, and customer success leaders who are committed to building a safer, more efficient future for senior living communities across the United States.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the safety and well‑being of thousands of residents nationwide.
• Innovative Technology: Collaborate with world‑class AI and computer‑vision experts to shape the next generation of healthcare solutions.
• Growth & Learning: We invest heavily in professional development, mentorship, and continuous learning opportunities.
• Competitive Compensation: Base salary of $160,000–$190,000 plus participation in our warrant program.
• Benefits: 401(k) plan, comprehensive health insurance, paid time off, and a flexible remote work model.
• Culture: A vibrant, collaborative environment where ownership, entrepreneurship, and high standards are the norm.

Role Overview

As the Senior Director of Customer Success – US, you will be the chief architect of customer outcomes across our entire U.S. portfolio. You will lead a high‑performing team of Customer Success Managers (CSMs), partner closely with Account Management, Clinical, Deployment, and Product teams, and serve as a peer to our UK & EU Customer Success Director. Your mission: ensure every senior living community we serve achieves measurable improvements—fewer falls, faster response times, timely care assessments, and revenue that reflects the care delivered.

Key Responsibilities

• Customer Outcomes Leadership: Own and drive the metrics that matter—fall reduction, response time, care assessment timeliness, and revenue alignment. Translate data into actionable insights for each community.
• Hands‑On Engagement: Step into the field when communities face challenges. Work side‑by‑side with operators to troubleshoot, optimize workflows, and ensure adoption.
• Team Building & Development: Recruit, coach, and retain top talent. Create clear career paths, set high engagement standards, and foster a culture of continuous improvement.
• Strategic Scaling: Design and implement a scalable CS structure—customer‑aligned pods led by player‑coach CSMs—to support rapid growth.
• Health & Retention Management: Monitor customer health scores, identify risks early, and collaborate with Account Management to secure renewals and expansions.
• Change Management: Partner with clinical leaders to embed brighthush into daily routines, care planning, and operational processes.
• Cross‑Functional Collaboration: Work with Clinical Solutions Lead to develop nursing playbooks, with Deployment for seamless go‑live transitions, and with Product to advocate for customer‑driven features.
• Voice of the Customer: Consolidate feedback and translate it into product enhancements and service improvements.

Success Metrics

• Outcome KPIs: Reduction in falls, improved response times, increased care assessment completion rates, and revenue growth aligned with care delivery.
• Customer Health: Maintain a portfolio health score above 90% and proactively address risk indicators.
• Retention & Expansion: Achieve renewal rates above 95% and secure upsell opportunities through proven outcomes.
• Team Performance: Build a high‑engagement, high‑performance CS team with low turnover and clear career progression.
• Customer Experience: Attain CSAT scores above 4.5/5 and Net Promoter Score (NPS) above 70.

Required Qualifications

• Proven experience leading Customer Success in a high‑growth B2B environment, managing complex, multi‑site accounts.
• Track record of delivering measurable customer outcomes and retention, not just activity metrics.
• Strong data fluency—expertise in interpreting health, usage, and outcome data to drive strategy and coaching.
• Executive presence and credibility to engage with senior operators and lead difficult conversations.
• Experience navigating startup or scale‑up dynamics—ambiguous priorities, rapid change, and scaling teams.
• Remote work experience with a self‑motivated, results‑driven mindset.

Preferred Qualifications

• Background in healthcare technology, especially senior living, post‑acute, or long‑term care.
• Experience leading clinical or operational change initiatives in care settings.
• Familiarity with HubSpot, Notion, and modern collaboration tools.
• Understanding of AI, computer‑vision, and how emerging tech translates to frontline care.

Mindset & Culture Fit

• Outcome‑Driven: Success is measured by tangible improvements for residents, staff, and operators.
• Radical Ownership: When outcomes fall short, you ask, “What could we have done differently?” and act.
• Hands‑On & Strategic: You set direction and roll up your sleeves to execute.
• Builder’s Mindset: You create structure where none exists, iterate quickly, and adapt without waiting for perfect playbooks.
• Professional & Results‑Focused: You hold people accountable, help them grow, and maintain high standards.
• Curiosity for AI & Tech: You stay ahead of the curve on how new technology lands on the floor.

Location & Travel

Primarily remote—anywhere in the United States. Regular travel to client communities and team gatherings is expected to maintain strong relationships and ensure on‑ground success.

Compensation & Benefits

• Competitive base salary: $160,000–$190,000.
• Participation in brighthush’s warrant program.
• 401(k) plan with company match.
• Comprehensive health, dental, and vision insurance.
• Paid time off, holidays, and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Employee wellness programs and a culture that values work‑life balance.

What It’s Like Working at brighthush

Our team is a blend of hard‑working, highly skilled professionals who thrive on learning and ownership. The learning curve is steep, but so are the rewards—both personal and professional. We celebrate curiosity, encourage experimentation, and reward bold ideas that drive real outcomes. If you’re looking for a role that feels more like a partnership than a job, where your contributions shape the future of senior living, brighthush is the place for you.

Ready to Make a Difference?

Join us in transforming senior living communities across the U.S. and help us deliver safer, smarter, and more efficient care. If you’re passionate about outcomes, data‑driven decision making, and leading high‑impact teams, we want to hear from you.