Senior Director of Enterprise Customer Success & Voice‑AI Strategy – Global Healthcare SaaS Adoption, Transformation & Innovation Leader Driving Patient Outcomes & Digital Health Excellence at brighthush

About brighthush – Pioneering Voice‑Powered Care

In a world where every spoken word can unlock better health outcomes, brighthush stands at the forefront of the digital health revolution. Our mission is simple yet profound: to transform the way clinicians, administrators, and patients communicate by turning natural language into actionable insight. With a presence in more than 30 countries and partnerships with leading hospitals, health systems, and community practices, we are redefining the language of care. By blending cutting‑edge artificial intelligence, secure cloud infrastructure, and a deep, empathetic understanding of clinical realities, we deliver solutions that are both technologically advanced and clinically meaningful.

Why This Role is a Game‑Changer

As the Senior Director of Enterprise Customer Success & Voice‑AI Strategy, you will be the linchpin that turns early adopters into long‑term champions. Your strategic vision will shape the customer journey, drive adoption of our voice‑AI platform, and directly influence the health outcomes of thousands of patients worldwide. You will collaborate with product, engineering, sales, and data science leaders to ensure every voice interaction is technically flawless and clinically impactful. In short, you will help brighthush become the go‑to partner for healthcare organizations that want to harness conversational AI to deliver smarter, faster, and more compassionate care.

Key Responsibilities – A Deep Dive

1. End‑to‑End Customer Onboarding & Implementation

• Lead the full lifecycle of enterprise deployments: From pre‑sales technical workshops to post‑go‑live optimization, ensuring seamless integration and rapid realization of value.
• Architect scalable onboarding frameworks: Design modular playbooks that can be customized for hospitals, health systems, and community practices of varying sizes.
• Champion data migration and integration: Oversee the secure transfer of patient records, clinical workflows, and legacy systems into our platform, ensuring compliance with HIPAA, GDPR, and other regulations.
• Drive continuous improvement: Collect feedback from early adopters, iterate on onboarding processes, and share best practices across the organization.
• Establish a robust change‑management program: Guide customers through organizational change, ensuring adoption is embedded in daily practice.

2. Retention & Expansion Engine

• Design and execute growth strategies: Identify upsell pathways, renewal planning, and proactive risk mitigation to maximize customer lifetime value.
• Implement predictive churn models: Use data analytics to forecast churn risk and intervene before it escalates.
• Drive cross‑sell initiatives: Collaborate with product and sales to introduce new modules and features that align with customer needs.
• Establish renewal cadence: Create a structured renewal process that aligns with clinical cycles and budget planning.
• Build a customer advocacy program: Identify and empower satisfied customers to become brand ambassadors.

3. Playbook Development & Continuous Improvement

• Create scalable, repeatable processes: Build best‑practice playbooks for implementation, adoption, and support.
• Leverage data‑driven insights: Continuously refine playbooks based on usage metrics, NPS scores, and customer feedback.
• Facilitate knowledge sharing: Host workshops and webinars to disseminate lessons learned across the organization.
• Maintain a living library: Ensure all playbooks are version‑controlled, searchable, and accessible to the entire Customer Success organization.
• Integrate AI‑powered recommendations: Embed intelligent suggestions into playbooks to accelerate decision making.

4. Voice‑AI Evangelist & Thought Leader

• Translate complex technical concepts: Communicate the value of our voice‑AI platform to clinicians, administrators, and patients in clear, actionable language.
• Represent brighthush at industry events: Speak at conferences, webinars, and roundtables to position brighthush as a leader in conversational AI for healthcare.
• Drive innovation: Identify emerging trends in voice technology and propose new features that keep brighthush ahead of the curve.
• Build a community of practice: Foster relationships with key opinion leaders, patient advocacy groups, and technology partners.
• Publish thought leadership content: Author white papers, case studies, and blog posts that showcase the impact of voice‑AI in clinical settings.

5. Executive Stakeholder Management

• Build trusted advisor relationships: Engage C‑suite executives, clinical leaders, and operational teams across enterprise customers.
• Deliver executive‑level reporting: Present insights on adoption, ROI, and strategic opportunities to senior leadership.
• Advocate for customer needs: Translate customer feedback into product roadmap priorities and business strategy.
• Negotiate partnership agreements: Work with legal and finance to secure long‑term contracts that reflect mutual value.
• Champion a data‑driven culture: Encourage data literacy across the organization, ensuring decisions are evidence‑based.

6. Metrics Ownership & Data Stewardship

• Define success metrics: Own NPS, CSAT, churn, adoption rates, and other key performance indicators.
• Analyze trends: Use data visualization tools to uncover patterns and recommend actionable improvements.
• Report to leadership: Provide regular updates on customer health and strategic initiatives.
• Champion data quality: Ensure that all customer success data is accurate, complete, and compliant with regulatory standards.
• Implement data governance frameworks: Establish policies for data stewardship, privacy, and security.

7. Cross‑Functional Alignment & Collaboration

• Partner with Product, Engineering, Sales, and Marketing: Relay customer feedback, influence roadmap priorities, and ensure alignment on go‑to‑market initiatives.
• Facilitate agile ceremonies: Participate in sprint planning, retrospectives, and product demos to keep customer perspective front and center.
• Champion a customer‑centric culture: Embed customer success principles across all departments.
• Drive cross‑team initiatives: Lead joint projects that span multiple functions, such as a unified customer health dashboard.
• Coordinate global go‑to‑market strategies: Align regional teams to deliver a consistent customer experience worldwide.

8. Team Leadership & Development

• Recruit top talent: Identify, interview, and onboard high‑potential Customer Success professionals.
• Mentor and coach: Foster a culture of continuous learning, accountability, and customer obsession.
• Set performance goals: Align individual objectives with company strategy and track progress.
• Build a high‑performance culture: Encourage collaboration, celebrate wins, and address challenges proactively.
• Implement succession planning: Prepare the next generation of leaders within the Customer Success organization.

9. Tooling & Process Innovation

• Evaluate and implement customer success tools: Optimize CRM integrations, analytics dashboards, and automation workflows.
• Drive efficiency gains: Identify bottlenecks and implement solutions that reduce manual effort.
• Ensure data integrity: Maintain high data quality standards across all customer success platforms.
• Champion emerging tech: Explore AI‑driven chatbots, sentiment analysis, and predictive analytics to enhance the customer experience.
• Lead platform integration projects: Ensure seamless connectivity between our voice‑AI platform and third‑party EHRs, billing systems, and analytics tools.

10. Compliance & Security Stewardship

• Ensure regulatory compliance: All customer interactions and data handling must meet HIPAA, GDPR, and other healthcare regulations.
• Implement security best practices: Work with security teams to safeguard patient data and maintain trust.
• Audit and monitor: Conduct regular audits to verify compliance and address gaps.
• Educate teams: Provide ongoing training on data privacy, security protocols, and compliance requirements.
• Develop incident response plans: Prepare for and manage data breaches or security incidents with minimal impact.

Essential Qualifications – What We Expect

• Minimum 8 years of progressive leadership experience in Customer Success, Implementation, or Delivery roles within enterprise SaaS or health technology environments.
• Proven track record of managing large, complex deployments for multi‑site healthcare organizations or enterprise clients.
• Deep understanding of healthcare workflows, clinical operations, and the regulatory landscape (HIPAA, HITECH, GDPR, etc.).
• Strong analytical mindset with a data‑driven approach to decision making.
• Exceptional communication skills, capable of translating technical concepts to non‑technical audiences.
• Experience building and scaling high‑performance teams in a fast‑paced, global environment.
• Demonstrated ability to influence cross‑functional stakeholders and drive consensus.
• Proficiency in CRM and analytics platforms (e.g., Salesforce, Tableau, Power BI) and familiarity with AI/ML concepts.

Preferred Qualifications – Bonus Points

• Experience in the voice‑AI or conversational AI space, especially within healthcare.
• Background in clinical informatics or health informatics.
• Knowledge of AI ethics, bias mitigation, and responsible AI practices.
• Prior experience with global enterprise customer success in a multi‑region setting.
• Advanced proficiency in data visualization tools (e.g., Tableau, Power BI) and CRM platforms (e.g., Salesforce).
• Experience leading cross‑functional product launches or go‑to‑market initiatives.

Skills & Competencies for Success

• Strategic thinking and execution.
• Customer‑centric mindset with a passion for improving patient outcomes.
• Leadership and people development.
• Data literacy and analytical rigor.
• Change management and process improvement.
• Strong stakeholder management and negotiation skills.
• Adaptability and resilience in a rapidly evolving industry.
• Excellent written and verbal communication.
• Proficiency in project management methodologies (Agile, Scrum).

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the impact you create. As Senior Director, you will:

• Lead a global team and influence the strategic direction of our customer success organization.
• Collaborate with senior executives across product, engineering, and sales to shape the future of voice‑AI in healthcare.
• Participate in industry panels, research initiatives, and thought‑leadership projects.
• Access continuous learning resources, including certifications in AI, healthcare compliance, and leadership development.
• Benefit from a mentorship program that pairs you with senior leaders in the digital health ecosystem.
• Take ownership of high‑impact projects that drive measurable improvements in patient care.
• Earn recognition through brighthush’s internal awards and external industry accolades.

Work Environment & Company Culture

Our culture is built on the pillars of innovation, empathy, and collaboration. You’ll find a workplace where:

• Ideas are welcomed and tested quickly.
• Cross‑functional teams work together to solve complex problems.
• Employees are encouraged to pursue professional development and share knowledge.
• Work‑life balance is respected, with flexible remote options and generous time‑off policies.
• We celebrate diversity, equity, and inclusion, ensuring every voice is heard.
• Our leadership is transparent, approachable, and committed to employee well‑being.
• We foster a culture of continuous improvement and learning from both successes and setbacks.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior leadership in SaaS and health tech.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Wellness programs, mental health support, and employee assistance resources.
• Professional development budget and conference travel support.
• Access to cutting‑edge tools and technologies to support your work.

How to Apply

If you are ready to lead the next wave of digital health transformation and help thousands of patients benefit from conversational AI, we want to hear from you. Submit your resume and a cover letter outlining your experience in enterprise customer success, voice‑AI strategy, and healthcare innovation. Let’s shape the future of care together.

Apply now and become a pivotal part of brighthush’s mission to bring voice‑powered care to the world.