Senior Enterprise Customer Success Manager – Healthcare SaaS & Clinical Platform Leadership at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers physicians and healthcare organizations to deliver exceptional patient care through a cloud‑based clinical platform. Since our founding, we have been dedicated to creating a delightful, world‑class experience that elevates both provider and patient quality of life. Our technology streamlines clinical workflows, enhances data visibility, and drives measurable outcomes across ambulatory practices, specialty groups, and large health systems. As we continue to scale, we are building a customer‑centric culture that values innovation, collaboration, and continuous learning.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is reshaping the future of healthcare. We champion a culture of transparency, empowerment, and professional growth. Our people thrive in an environment that encourages curiosity, rewards initiative, and celebrates diverse perspectives. Whether you’re a seasoned customer success leader or an ambitious professional looking to make a real impact, brighthush offers the resources, mentorship, and autonomy you need to excel.

Role Overview

As a Senior Enterprise Customer Success Manager, you will own a portfolio of mid‑market and enterprise healthcare customers, serving as their trusted advisor and strategic partner. Your focus will be on driving adoption, delivering ROI, and expanding revenue through cross‑sell and upsell opportunities. You will collaborate closely with sales, product, implementation, and support teams to ensure a seamless, world‑class customer journey from onboarding to renewal and beyond.

Key Responsibilities

• Strategic Account Ownership – Build and nurture executive relationships with C‑suite and VP‑level stakeholders. Understand each organization’s clinical and operational goals, and position brighthush as a long‑term platform partner.
• Account Planning & Execution – Develop comprehensive, multi‑stakeholder account plans aligned to customer business objectives. Drive measurable platform adoption, value realization, and partnership growth.
• Executive Engagement & Value Delivery – Lead high‑impact Executive Business Reviews (EBRs) with senior clinical and operational leadership. Deliver data‑driven ROI narratives and strategic roadmaps that reinforce brighthush’s value.
• Renewal Management – Own the full renewal lifecycle, from strategic planning and executive alignment to contract negotiation and timely close. Maintain a strong, predictable renewal rate across your book of business.
• Strategic Expansion & Whitespace Management – Act as the primary commercial lead for your portfolio, driving and executing the end‑to‑end sales cycle for all cross‑sell and upsell transactions. Translate usage data, clinical workflows, and growth signals into prioritized expansion strategies that result in realized revenue.
• Proactive Risk Mitigation – Monitor customer health signals and leverage AI‑driven insights to identify at‑risk accounts early. Develop and execute tailored mitigation plans to protect long‑term retention.
• Product Adoption & Utilization – Drive deep feature adoption through targeted campaigns and high‑impact interventions. Partner with product and clinical teams to ensure customers maximize the full value of the brighthush platform.
• Cross‑Functional Collaboration – Work closely with Implementation, Professional Services, Sales, and Technical Support to deliver a seamless, world‑class customer journey from onboarding through renewal and beyond.
• Consultative Selling – Identify evolving customer needs and present the value of brighthush’s expanding suite of products and services. Translate complex technical concepts into clear business outcomes.

Success Metrics

• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
• Expansion and upsell pipeline and close rate
• Renewal rate and on‑time renewal %
• Platform adoption and utilization metrics across portfolio
• Executive engagement and EBR completion rate
• Proactive outreach and health score improvement across at‑risk accounts

Essential Qualifications

• 5+ years in Customer Success, Account Management, or a customer‑facing growth role, with at least 2+ years focused on mid‑market and enterprise accounts in healthcare SaaS, EHR, or RCM platforms.
• Demonstrated success managing complex, multi‑stakeholder accounts and navigating large healthcare organizations.
• Prior experience owning expansion revenue, renewals, and upsell/cross‑sell motions within an existing book of business.
• Familiarity with ambulatory, specialty, multi‑site group practices, or enterprise health systems.

Skills & Competencies

• Executive presence and the ability to influence and build trust with C‑suite and VP‑level stakeholders.
• Strong full‑cycle, consultative selling instincts – comfortable identifying needs, building business cases, and presenting solutions.
• Proficiency in data storytelling: translating platform usage, outcomes data, and ROI metrics into compelling customer narratives.
• Skilled in clinical use case framing to connect platform capabilities to physician and operational workflows.
• Experience with lifecycle automation tools, CRM platforms (e.g., Salesforce), and customer health monitoring solutions.

Mindset & Personal Attributes

• Strategic thinker who balances long‑term relationship building with near‑term revenue accountability.
• Proactive, organized, and comfortable managing a complex book of business with competing priorities.
• Collaborative and cross‑functional by nature – you thrive working with sales, product, and services teams.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the impact you deliver. You will have access to:

• Mentorship from senior leaders across the organization.
• Regular training on the latest healthcare technology trends, data analytics, and consultative selling techniques.
• Opportunities to lead cross‑functional initiatives, such as product roadmap input, customer advocacy programs, and industry research projects.
• Clear career pathways to senior leadership roles, including Director of Customer Success, VP of Customer Experience, or Head of Enterprise Partnerships.

Work Environment & Culture

brighthush fosters a culture of inclusion, transparency, and continuous improvement. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through weekly team huddles, virtual coffee chats, and quarterly all‑hands meetings. We celebrate wins with team retreats, hackathons, and community service days. Our people are encouraged to bring their authentic selves to work, ensuring that every voice is heard and valued.

Compensation & Benefits

We offer a competitive base salary range of $105,000 – $120,000 per year, complemented by a variable compensation plan tied to individual and company performance. In addition, you will receive:

• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Unlimited paid time off and flexible work hours.
• Professional development stipend and conference reimbursement.
• Wellness program access, including virtual fitness classes and mental health resources.
• Equity options as part of our long‑term incentive program.

Diversity & Inclusion

brighthush is an equal‑opportunity employer that values diversity, equity, and inclusion. We are committed to creating a workforce that reflects the communities we serve and to fostering an environment where all employees can thrive. We actively seek candidates from all backgrounds, including but not limited to race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity, national origin, disability, and veteran status.

How to Apply

Ready to make a tangible difference in the healthcare industry? Click the link below to submit your application and join the brighthush team. We look forward to learning how your expertise and passion can help us continue to empower physicians and patients worldwide.