Senior Enterprise Customer Success Manager – New Mexico State Lead – Driving Strategic Healthcare SaaS Program Growth & Expansion

About brighthush

brighthush is a forward‑thinking health technology organization that has spent the last two decades redefining medication management for vulnerable populations. By blending cutting‑edge software, intuitive hardware, and world‑class support services, brighthush empowers care teams to streamline workflows, eliminate medication errors, and ensure compliance across long‑term and specialized care settings. Our mission is simple yet profound: to give every patient the safety, independence, and quality of life they deserve.

At brighthush, we treat our people like family. We listen first, build with empathy, and stay committed to solving real‑world problems that matter. If you’re looking for work that has tangible impact, brighthush offers the platform, the culture, and the purpose to make it happen.

About the Role

As a key member of the Customer Experience team, the Senior Enterprise Customer Success Manager – New Mexico State Lead will own the end‑to‑end success of brighthush’s medication‑management platform across the entire state. You will be the strategic partner for providers, agencies, and government stakeholders, ensuring seamless implementation, adoption, and expansion of our solution. This role blends high‑level executive engagement with hands‑on program execution, and it demands a leader who can navigate complex healthcare ecosystems while inspiring a small, high‑impact team.

Key Responsibilities

• State‑wide Program Ownership: Serve as the primary strategic owner of the New Mexico program, driving success across all participating providers.
• Stakeholder Relationship Management: Build and maintain relationships with agency leadership, executive sponsors, program administrators, provider executives, and clinical leaders.
• Full‑Stack Customer Success: Oversee software, hardware, and service delivery for the enterprise program, ensuring a unified customer experience.
• Large‑Scale Deployments: Lead program planning, cross‑functional collaboration (Product, Engineering, Operations), platform configuration, QA, go‑live execution, and post‑implementation optimization.
• Adoption & Outcomes: Drive enterprise adoption, monitor key metrics (adoption, satisfaction, ROI), and report on performance.
• Executive Communications: Deliver Quarterly Business Reviews, performance reports, and program updates to senior leadership.
• Product Advocacy: Partner with Product and Engineering to capture customer feedback, influence roadmap priorities, and ensure the platform evolves with user needs.
• Team Leadership: Lead, mentor, and grow a team of 1–3 In‑State Customer Success Managers, serving as the first escalation point for complex provider challenges.
• Recruitment & Onboarding: Collaborate on hiring, develop job descriptions, plan interviews, onboard new hires, and refine enablement materials.
• Performance Management: Conduct regular 1:1s, performance reviews, and development plans to foster continuous growth.
• Strategic Growth: Identify upsell and expansion opportunities, document customer insights, and represent Customer Success in cross‑functional initiatives.
• Operational Excellence: Implement process improvements that scale the customer experience as the program expands.

Essential Qualifications

• 7+ years of experience in Customer Success, Enterprise Account Management, or a comparable customer‑facing role, preferably within healthcare SaaS.
• Proven track record managing large enterprise or government accounts with complex stakeholder environments.
• Direct people‑management experience: hiring, onboarding, coaching, and developing high‑performing teams.
• Strong program and project management skills, with a history of delivering multi‑site implementations.
• Exceptional communication skills, executive presence, and experience engaging C‑suite and public‑sector stakeholders.
• Ability to balance strategic leadership with tactical execution.
• Proficiency with customer success tools and platforms (e.g., brighthush, brighthush, brighthush).
• Willingness to travel up to 25% of the time within New Mexico.
• Must reside in New Mexico.

Preferred Qualifications

• In‑depth knowledge of healthcare regulations (HIPAA, DEA compliance) and electronic medical records (brighthush, brighthush, brighthush).
• Experience with government or public‑sector program administration.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Relationship Building: Proven skill in building trust with diverse stakeholders.
• Data‑Driven Decision Making: Comfortable using metrics to drive performance and improvement.
• Change Management: Expertise in guiding organizations through technology adoption.
• Collaboration: Comfortable working cross‑functionally with Product, Engineering, Operations, and Marketing.
• Adaptability: Thrives in a fast‑moving, high‑growth environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is directly tied to the company’s expansion. As the State Lead, you will:

• Own a full state program, giving you visibility and influence at the highest levels.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Mentor and develop a high‑performing team, building leadership skills that translate to larger roles.
• Participate in executive‑level discussions, gaining insight into strategic decision‑making.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, transparency, and purpose. Our team is small enough to make a real impact, yet diverse enough to bring fresh perspectives. We value:

• Mission‑Driven Work: Every project contributes to improving patient safety and outcomes.
• High Trust: Open communication, quick decision‑making, and a flat hierarchy.
• Flexibility: Remote‑friendly work arrangements with flexible PTO.
• Well‑Being: Comprehensive health benefits, wellness accounts, and a supportive environment.
• Community: Regular team events, volunteer opportunities, and a culture that celebrates wins together.

Compensation & Benefits

brighthush offers a competitive, comprehensive package designed to support your well‑being and long‑term growth:

• Base salary: $95,000 – $118,000, plus variable compensation aligned with performance.
• Fully paid medical coverage (base plan), with dental and vision options.
• 401(k) retirement plan with company match.
• Company‑paid life, AD&D, STD, and LTD insurance.
• Lifestyle Spending Account for wellness, personal use, and company swag.
• Flexible PTO and company holidays.
• Remote‑friendly work environment.
• Mission‑driven work that directly impacts vulnerable populations.

Why This Role – And Why Now

• Real Impact: Your work will directly support organizations delivering care to vulnerable populations.
• High‑Growth Trajectory: brighthush is expanding rapidly across the state, offering significant opportunities for advancement.
• Strategic Ownership: Own an entire state’s program, not just a slice of a portfolio.
• Collaborative Culture: Small, high‑trust team with accessible leadership and fast decisions.
• Career Visibility: High visibility with leadership and real opportunities to grow as the company scales.
• Authentic Mission: brighthush was built around a cause that matters, and that authenticity permeates everything we do.

Working With brighthush (Recruiting Partner)

We are exclusively engaged by brighthush, meaning we are your dedicated recruiting partner, embedded in the hiring process, and intimately familiar with this opportunity. As a candidate, you can expect:

• A single point of contact throughout the entire process.
• Advocacy with the hiring team to ensure a mutually beneficial fit.
• Preparation for each interview stage, so you can showcase your best self.
• Honest, timely feedback at every step.
• Support through offer negotiation to secure the best outcome for you.
• Deep experience navigating complex hiring processes to get great candidates across the finish line.

brighthush is an equal‑opportunity employer committed to building a diverse and inclusive team. We welcome applicants of all backgrounds, experiences, and perspectives.

How to Apply

Ready to make a difference? Click the link below to apply directly to this exciting opportunity. We look forward to learning how you can help brighthush transform medication management across New Mexico.