Senior Director of Enterprise Customer Success – Healthcare SaaS Solutions & Strategic Account Leadership – Driving Growth, Innovation, and Client Excellence at brighthush

Welcome to brighthush – Where Data Meets Impact

At brighthush, we’re more than a technology provider; we’re a catalyst for transformative change in the healthcare ecosystem. Our cloud‑native SaaS platform empowers health plans, provider networks, and payers to harness real‑time analytics, risk‑adjustment precision, and quality‑measurement insights. In a landscape defined by value‑based care, population health, and regulatory agility, our solutions give partners the clarity they need to make faster, smarter decisions that improve patient outcomes, streamline operations, and unlock financial performance.

Why brighthush Is the Destination for Forward‑Thinking Leaders

• Strategic Impact – Shape the trajectory of high‑profile enterprise accounts, directly influencing revenue, retention, and client satisfaction.
• Cross‑Functional Collaboration – Work hand‑in‑hand with product, engineering, IT, clinical, and operations teams in a dynamic, agile environment.
• Career Acceleration – Lead a high‑performing team, mentor emerging leaders, and chart your own upward path within a culture that prizes internal mobility.
• Competitive Total Rewards – A comprehensive package that rewards performance, includes a generous bonus structure, and supports long‑term financial security.
• Work‑Life Harmony – Flexible work arrangements, abundant paid time off, and a supportive culture that prioritizes well‑being.

Key Responsibilities – Your Day‑to‑Day Mission

Strategic Client Leadership

• Own the end‑to‑end strategy for the assigned enterprise account, aligning client priorities with contractual commitments and uncovering growth opportunities.
• Build and nurture trusted relationships across executive, business, clinical, and technical stakeholders, navigating complex organizational structures and influencing decisions without direct authority.
• Lead executive governance meetings, quarterly business reviews, and strategic planning sessions, delivering data‑driven insights, actionable recommendations, and clear roadmaps that demonstrate value and deepen the partnership.
• Proactively identify and mitigate account risks, managing escalations with clear ownership, timely communication, and accountability for commitments.

Client Outcomes & Growth

• Drive revenue attainment, retention, and expansion for the assigned account, collaborating closely with Sales and Product to identify, develop, and close upsell and cross‑sell opportunities.
• Track risk adjustment and quality program outcomes, solution adoption, financial impact, and overall account health, translating performance data into actionable client recommendations.
• Own improvement plans for Net Promoter Score (NPS) and client satisfaction, addressing feedback and strengthening the overall client experience.

SaaS Delivery & Cross‑Functional Execution

• Partner with Product, Engineering, IT, Clinical, and Operations to align implementation, ongoing delivery, and product capabilities with client workflows and business needs.
• Translate client issues and requests into clear business requirements, coordinate ticket triage and prioritization based on impact, urgency, and delivery dependencies, and track progress with transparent status updates.
• Own client delivery commitments, ensuring each is documented with a named owner and target date, managing changes through established change control processes, and proactively escalating risks to agreed timelines.
• Advance deliverables and resolve cross‑team barriers, maintaining awareness of payer requirements, regulatory submission processes, and operational workflows.

People Leadership

• Lead, coach, and develop one Customer Success Manager, setting clear responsibilities, performance expectations, and operating rhythms while retaining direct ownership of the account.
• Contribute to shared customer success and engagement practices across the organization, fostering a culture of continuous improvement and knowledge sharing.

Essential Qualifications – What We’re Looking For

• 7+ years of progressive experience in healthcare, healthcare technology, or healthcare consulting, with a strong track record of client‑facing leadership.
• Demonstrated director‑level scope and accountability for complex healthcare accounts, including independent ownership of account strategy, executive relationships, commercial outcomes, and day‑to‑day execution.
• Deep knowledge of risk adjustment and quality programs, including CMS‑HCC, HHS‑ACA, HEDIS, Stars, and MSSP/ACO frameworks, and the workflows between health plans and provider organizations.
• Experience serving clients in healthcare SaaS or meaningful product and IT exposure, collaborating with technical teams on client issues, work prioritization, and delivery.
• Proven ability to navigate complex stakeholder environments, engage credibly with executive and C‑suite leaders, and influence cross‑functional teams without direct authority.
• Track record of driving account revenue, retention, expansion, and client satisfaction, with the ability to connect solution performance to business value.
• Strong analytical, consultative, communication, and executive presentation skills, including the ability to turn data into clear recommendations and compelling PowerPoint decks.
• Ability to operate independently, manage competing priorities, and remain accountable for execution in an evolving, integrated organization.

Preferred Qualifications – Bonus Points

• Understanding of how brighthush’s solutions are evaluated and purchased by health plans, provider networks, and payer organizations.
• Direct customer success or account leadership experience with a healthcare SaaS vendor providing risk adjustment and quality solutions.
• Prior people management and coaching experience.
• Experience with performance measurement frameworks that include revenue attainment, expansion, upsell results, NPS, and client satisfaction.

Core Competencies – The DNA of Success at brighthush

• Relationship Building & Consultative Influence – Builds rapport and trust, listens actively, understands stakeholder priorities, and offers practical advice, gaining alignment without relying on formal authority.
• Strategic Judgment – Connects industry knowledge and client goals to an actionable account strategy; anticipates risks and identifies growth opportunities.
• Results & Accountability – Takes personal ownership of deliverables and commercial outcomes, follows through on commitments, and steps in to move work forward.
• Planning & Resourcefulness – Prioritizes competing demands, clarifies responsibilities, and mobilizes resources to resolve barriers.
• Communication & Conflict Management – Communicates clearly with executive and technical audiences, balances stakeholder interests, and handles difficult conversations constructively.
• Adaptability – Adjusts plans and approach as client needs, product capabilities, and organizational processes evolve.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, professional development is a shared responsibility. As Senior Director of Customer Success, you will:

• Lead a high‑performing team, mentoring the next generation of customer success leaders.
• Participate in executive‑level strategy sessions, gaining exposure to senior leadership and shaping company direction.
• Access a robust learning ecosystem, including industry certifications, internal knowledge hubs, and cross‑functional training programs.
• Engage in thought leadership opportunities, such as speaking at industry conferences, publishing white papers, and contributing to product roadmap discussions.

Work Environment & Culture at brighthush

Our culture is built on collaboration, transparency, and a relentless focus on delivering value to our clients. You will find:

• A diverse, inclusive workplace that celebrates different perspectives and encourages innovative thinking.
• Agile teams that iterate quickly, embrace feedback, and continuously improve processes.
• Open communication channels, from daily stand‑ups to quarterly town halls, ensuring everyone is aligned and informed.
• Recognition programs that celebrate both individual and team achievements, reinforcing a culture of appreciation.

Compensation & Benefits – A Comprehensive Package

While the exact salary will depend on experience, qualifications, and location, we offer a competitive base pay range that reflects the high value we place on top talent. In addition to base salary, you will be eligible for:

• Performance‑based bonus potential, rewarding exceptional results.
• 401(k) plan with company match to support long‑term financial planning.
• Comprehensive medical, dental, and vision insurance plans.
• Tax‑free Dependent Care Account.
• Life insurance, short‑term, and long‑term disability coverage.
• Generous paid time off (PTO) and flexible work arrangements.
• Well‑being initiatives, including mental health resources, wellness stipends, and on‑site fitness options.
• Professional development budget for conferences, courses, and certifications.

How to Apply – Join the brighthush Revolution

If you are a strategic thinker with a passion for driving client success in the healthcare technology space, we encourage you to apply. Join brighthush and help shape the future of healthcare data and analytics.

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