Senior Enterprise Customer Success Manager – State Lead (Louisiana) – Champion Adoption & Growth for a Mission‑Driven Health Tech Platform

About brighthush

brighthush is a trailblazing health technology company that is redefining medication management for vulnerable populations. With a mission to simplify complex workflows, prevent medication errors, and ensure compliance, brighthush empowers care teams across the United States to deliver safer, more effective care. Founded on compassion, accountability, and innovation, brighthush has rapidly scaled its platform to serve long‑term care facilities, home health agencies, and other specialized care settings. Our culture is built on empathy, collaboration, and a relentless focus on real‑world impact. If you want to work where your expertise directly improves the lives of patients and caregivers, brighthush is the place for you.

Why This Opportunity Matters

As a Senior Enterprise Customer Success Manager – State Lead, you will be the strategic driver behind the adoption, implementation, and expansion of brighthush’s platform across Louisiana. You will own executive relationships, lead a high‑performing team, and shape the future of medication management in the state. Your work will directly influence patient safety, provider efficiency, and the overall quality of care for some of the most vulnerable members of our society.

Key Responsibilities

Enterprise Program Leadership

• Serve as the primary strategic owner of the Louisiana program, ensuring seamless execution and measurable success across all participating providers.
• Build and nurture relationships with agency leaders, executive sponsors, program administrators, provider executives, and clinical leaders.
• Own full‑stack customer success support, covering software, hardware, and services for the enterprise program.
• Lead large‑scale program deployments and implementations, including:
  • Program planning and coordination.
  • Cross‑functional collaboration with Product, Engineering, and Operations.
  • Platform configuration and readiness.
  • Quality assurance (QA) and testing.
  • Go‑live execution and post‑implementation optimization.
• Drive enterprise adoption and outcomes across the provider network, ensuring high utilization and satisfaction.
• Deliver executive‑level communications, including Quarterly Business Reviews (QBRs), performance reporting, and program updates.
• Partner closely with Product and Engineering to capture enterprise customer needs, provide feedback, and influence roadmap priorities.
• Maintain strong program performance across key success metrics such as adoption, program health, satisfaction, and measurable ROI.

Team Leadership & People Management

• Lead and manage a team of 1–3 In‑State Customer Success Managers, ensuring they are equipped to support providers across Louisiana.
• Act as the first point of escalation for complex customer issues, resolving challenges with speed and empathy.
• Collaborate with leadership on recruiting, hiring, and onboarding activities, including job description development, interview planning, and candidate evaluation.
• Design and deliver onboarding programs, continuously improving guides and enablement materials.
• Facilitate regular 1:1s, performance reviews, individual development plans, and coaching sessions to foster growth and engagement.
• Contribute to building a scalable Customer Experience organization that can support continued enterprise and government program growth.

Strategic Growth & Program Development

• Act as the internal program leader for providers in Louisiana, aligning customer needs with brighthush’s strategic goals.
• Identify and implement operational improvements that scale the customer experience as enterprise programs expand.
• Lead and support upsell and expansion opportunities within the enterprise program.
• Document customer insights, feature requests, and program feedback to inform product development and roadmap planning.
• Represent Customer Success in cross‑functional initiatives and executive‑level strategic discussions.

Success Metrics & Outcomes

Net Revenue Retention (NRR) – Retain and expand account revenue through renewals and upsells.

Renewal Rate – Achieve on‑time renewal of program contracts.

Upsell & Expansion Revenue – Generate new revenue within the enterprise program.

Net Promoter Score (NPS) – Maintain high stakeholder satisfaction.

Customer Satisfaction (CSAT) – Achieve high satisfaction ratings across the provider network.

Customer Health Score – Continuously track account/program health.

Implementation & Go‑Live Success – Ensure on‑time, high‑quality rollouts and adoption across participating providers.

What Success Looks Like

• Deep Partnership: You have cultivated meaningful, trusting relationships with program stakeholders, positioning brighthush as a critical strategic partner.
• Operational Harmony: The “State Model” for software deployment is recognized as a gold standard—high adoption, minimal friction, and measurable ROI.
• Team Excellence: You have built a high‑performing In‑State CSM team that feels supported, coached, and empowered to navigate frontline healthcare environments.
• Program Expansion: Your leadership has secured the program’s longevity through high renewal rates and new opportunities to expand impact within Louisiana’s healthcare ecosystem.

Essential Qualifications

• 7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer‑facing role—preferably within healthcare SaaS.
• Demonstrated success managing large enterprise or government accounts with complex stakeholder environments.
• Direct people‑management experience, including hiring, onboarding, and developing customer success or account management teams.
• Strong program and project management skills, with a track record of delivering multi‑site implementations.
• Excellent communication skills with executive presence, capable of engaging C‑suite and public‑sector stakeholders.
• Ability to balance strategic program leadership with tactical execution.
• Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar).
• Willingness to travel up to 25% of the time within Louisiana.
• Must reside in Louisiana.

Preferred Qualifications

• Healthcare industry knowledge, including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.).
• Experience with government or public‑sector program administration.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Relationship Building – Proven track record of building trust with diverse stakeholders.
• Data‑Driven Decision Making – Comfortable using metrics to guide strategy and measure success.
• Change Management – Skilled at leading teams through transformation and adoption.
• Collaboration – Thrive in cross‑functional environments, partnering with Product, Engineering, and Operations.
• Leadership – Inspire, coach, and develop high‑performing teams.
• Communication – Clear, concise, and persuasive in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our mission. As the State Lead, you will gain executive visibility, shape product strategy, and influence the direction of a rapidly expanding enterprise program. Opportunities for advancement include:

• Senior Director of Customer Success – overseeing multiple states and enterprise programs.
• Vice President of Customer Experience – leading the global Customer Experience organization.
• Product Leadership – transitioning into product strategy and roadmap ownership.

Work Environment & Company Culture

brighthush fosters a culture of empathy, collaboration, and purpose. Our team operates like a family—supporting one another professionally and personally, listening first, building with empathy, and remaining committed to solving problems that matter. We value diversity, equity, and inclusion, and we actively seek candidates who bring fresh perspectives and a passion for making a difference.

Compensation & Benefits

• Base Salary: $95,000 – $118,000 (commensurate with experience) plus a variable compensation plan.
• 100% company‑paid medical coverage (base plan).
• Dental & vision coverage available.
• 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 + company holidays.
• Flexible, remote‑friendly work environment.
• Mission‑driven work with real impact on vulnerable populations.

How to Apply

Ready to make a tangible difference in the lives of patients and caregivers? Submit your application through this posting—direct submissions to brighthush will be redirected back to our recruiting partner. We are committed to a transparent, supportive hiring process and will keep you informed every step of the way.

Equal Opportunity Employer

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

Originally posted on brighthush.