Senior Enterprise Customer Success Manager – Healthcare SaaS & Clinical Platform Leadership, Expansion & Strategic Partnerships at brighthush

About brighthush

brighthush is a pioneering SaaS company that is reshaping the way healthcare organizations deliver care. Our cloud‑based clinical platform empowers physicians, nurses, and administrators to streamline workflows, elevate patient outcomes, and unlock new efficiencies across the entire care continuum. From ambulatory practices to multi‑site health systems, brighthush partners with leaders who are committed to transforming the patient experience while driving measurable business results.

Founded on a simple belief: technology should amplify the human touch, not replace it, brighthush has grown from a small startup to a global platform trusted by thousands of clinicians worldwide. Our culture is built on curiosity, collaboration, and a relentless focus on impact. We celebrate diversity, champion inclusion, and nurture an environment where every team member can thrive and innovate.

Why This Role Matters

As brighthush accelerates its growth, we are expanding our Customer Success organization to serve our most strategic customers. The Senior Enterprise Customer Success Manager will own a portfolio of mid‑market and enterprise healthcare organizations, acting as the primary advocate for their success. This role is pivotal in ensuring that our customers not only adopt but fully realize the value of brighthush’s platform, driving both customer satisfaction and revenue growth.

Key Responsibilities

• Strategic Account Ownership – Serve as the trusted advisor and main point of contact for a portfolio of mid‑market and enterprise customers. Build deep executive relationships, understand each organization’s clinical and operational goals, and position brighthush as a long‑term platform partner.
• Account Planning & Execution – Develop and execute comprehensive, multi‑stakeholder account plans aligned to each customer’s business objectives. Drive measurable platform adoption, value realization, and long‑term 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 and deepen executive sponsorship.
• 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, directly driving and executing the end‑to‑end sales cycle for all cross‑sell and upsell transactions. Translate usage data, clinical workflows, and organizational growth signals into prioritized expansion strategies that result in realized revenue and increased account penetration.
• 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 address risk and protect long‑term retention.
• Product Adoption & Utilization – Drive deep feature adoption across your portfolio through targeted campaigns and high‑impact interventions. Partner with product and clinical teams to ensure customers are maximizing the full value of the brighthush platform.
• Cross‑Functional Collaboration – Partner 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 – Act as a consultative partner—identifying evolving customer needs and effectively presenting the value of brighthush’s expanding suite of products and services.

Essential Experience

• 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.

Preferred Qualifications

• Experience in a high‑growth SaaS company with a strong focus on healthcare outcomes.
• Track record of exceeding Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets.
• Proficiency with lifecycle automation tools, CRM platforms (e.g., Salesforce), and customer health monitoring solutions.
• Strong analytical skills with the ability to translate platform usage, outcomes data, and ROI metrics into compelling customer narratives.
• Background in clinical use case framing to connect platform capabilities to physician and operational workflows.

Core Skills & Competencies

• Executive Presence – Ability to influence and build trust with C‑suite and VP‑level stakeholders.
• Consultative Selling Instincts – Comfortable identifying needs, building business cases, and presenting solutions.
• Data Storytelling – Translate platform usage, outcomes data, and ROI metrics into compelling customer narratives.
• Clinical Use Case Framing – Connect platform capabilities to physician and operational workflows.
• Lifecycle Automation – Experience with tools that automate customer journeys and health monitoring.

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—thrives working with sales, product, and services teams.
• Resilient under pressure, with a growth mindset and a passion for continuous learning.

How We Measure Success

• 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

Compensation & Benefits

Base Salary: $105,000 – $120,000 per year (USD) plus variable compensation tied to performance metrics. In addition to a competitive salary, brighthush offers:

• Health, dental, and vision insurance for you and your family
• 401(k) plan with company match
• Generous paid time off and flexible work arrangements
• Professional development budget and tuition reimbursement
• Employee wellness programs and mental health resources
• Equity opportunities for high performers

Our Culture at brighthush

At brighthush, we believe that the best ideas come from diverse perspectives. Our inclusive culture encourages curiosity, experimentation, and collaboration. We celebrate wins together, learn from failures, and continuously iterate to deliver the best possible experience for our customers and our team.

We are committed to creating a safe, respectful, and empowering environment for all employees. Whether you’re a seasoned professional or just starting your career, you’ll find a place at brighthush where you can grow, innovate, and make a tangible impact on the future of healthcare.

Ready to Join brighthush?

If you are a strategic, data‑driven, and customer‑centric leader who thrives in a fast‑paced, high‑growth environment, we want to hear from you. Bring your expertise in healthcare SaaS, your passion for building lasting relationships, and your drive to help organizations unlock the full potential of their clinical data.

Apply today and become part of a team that is shaping the future of healthcare—one patient at a time.