Senior Enterprise Customer Success Manager – Strategic Account Leadership, Quality Improvement, and Growth Champion for Digital Health Solutions at brighthush

About brighthush

brighthush is a pioneering force in the digital health arena, seamlessly blending cutting‑edge technology with a deeply compassionate care philosophy. Our platform unites advanced diagnostics, pharmacy services, and data‑driven care coordination to empower millions of patients, providers, and payers to access the right care at the right time. By giving health plans and employers robust tools to improve outcomes, reduce costs, and elevate member satisfaction, we are redefining how the entire health ecosystem operates.

Why brighthush?

At brighthush, we view health as a shared journey. Our mission is to create a patient‑centric experience that bridges clinical excellence with operational efficiency. We are more than a technology company; we are a trusted partner to every stakeholder—from frontline clinicians to C‑suite executives. If you thrive in a fast‑paced, collaborative environment and want to make a measurable impact on population health, brighthush is the place for you.

Position Overview

We are seeking a seasoned Enterprise Customer Success Manager to lead our most complex client relationships and spearhead quality improvement initiatives that drive measurable outcomes on HEDIS, STAR, and other key clinical metrics. This hybrid role blends strategic account management with hands‑on program execution, requiring a leader who can navigate both the commercial and clinical sides of healthcare with equal confidence.

Key Responsibilities

Enterprise Account Management

• Trusted Executive Partner: Serve as the primary point of contact for senior decision‑makers, translating product value into tangible business outcomes and ensuring long‑term strategic alignment.
• Lifecycle Stewardship: Oversee the entire customer journey—from strategic onboarding to ongoing retention—providing technical support, resolving escalations, and ensuring product performance meets or exceeds expectations.
• Voice of the Customer: Act as the advocate for client needs, collaborating with Product and Engineering to refine reliability, functionality, and roadmap priorities.
• Consultative Leadership: Leverage deep experience managing large, complex accounts to influence cross‑functional stakeholders in Operations, Legal, and Product/Engineering.
• Growth & Expansion: Identify and secure upsell and cross‑sell opportunities, driving revenue growth while maintaining high satisfaction and retention rates.
• Cross‑Functional Alignment: Ensure client success initiatives are integrated with company growth strategies and financial objectives.
• Risk Management: Track, analyze, and report on key metrics—recurring revenue, margins, satisfaction scores—to proactively identify account risks and lead data‑driven escalation resolutions.

Quality Improvement Programs

• Lead cross‑functional teams to design, implement, and evaluate initiatives that close care gaps, boost member engagement, and deliver measurable outcomes for health plan and employer clients.
• Develop and execute gap‑closure plans, set annual quality improvement objectives, and establish performance targets aligned with industry standards.
• Design and launch member outreach campaigns across call center, SMS, digital, and mail channels, optimizing completion rates and operational efficiency.
• Build repeatable playbooks for new quality measures as CMS/NCQA requirements evolve, ensuring rapid adaptation and compliance.

Analytics & Reporting

• Create KPI dashboards and executive‑level reports that translate data into actionable insights.
• Monitor performance trends, identify improvement opportunities, and recommend quarterly action plans.
• Translate outreach and completion data into specific, data‑driven recommendations for clients and internal stakeholders.

Process Improvement & Financial Management

• Develop scalable, repeatable operational processes that enhance efficiency and quality.
• Identify technology enhancements and automation opportunities to streamline workflows.
• Build business cases, ROI models, and manage program budgets and vendor relationships.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field.
• 5+ years of experience in Healthcare Operations or Customer Success, preferably within digital health or pharmacy.
• 3+ years leading HEDIS, STAR, population health, or quality improvement programs.
• Proven success managing complex healthcare client relationships, including C‑suite engagement.
• Deep understanding of NCQA and CMS quality measures.
• Strong technical aptitude for troubleshooting complex systems and applications.
• Exceptional communication and interpersonal skills, with the ability to influence senior stakeholders.
• Strategic thinker with a customer‑centric mindset and a holistic view of program impact.
• Analytical mindset with proficiency in data analysis and problem‑solving.
• Experience leading cross‑functional teams in a matrixed environment.
• Ability to thrive in a fast‑paced, dynamic setting while managing multiple high‑priority accounts.

Preferred Experience

• Direct experience closing HEDIS or STAR care gaps at scale.
• Experience designing or running member outreach campaigns across multiple channels.
• Experience managing contract renewals, SLAs, or escalations with enterprise health plan or employer clients.
• Familiarity with quality measure lifecycle management (retirement, specification updates, new rollouts).
• Experience navigating both the clinical/quality side and the commercial/account side of a healthcare business.

Skills & Competencies

• Strategic Account Management & Relationship Building
• Quality Improvement & Care Gap Closure
• Data Analysis & KPI Dashboard Development
• Process Design & Operational Excellence
• Financial Acumen & Budget Management
• Cross‑Functional Collaboration & Influence
• Communication & Presentation to C‑Level Executives
• Problem‑Solving & Decision Making Under Pressure
• Adaptability & Continuous Learning
• Technology Proficiency (CRM, BI Tools, Workflow Automation)

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Leadership training programs that sharpen strategic thinking and influence skills.
• Cross‑functional mentorship from senior leaders in Product, Engineering, and Finance.
• Opportunities to lead new initiatives, pilot projects, and shape the future of our platform.
• Annual learning stipend for conferences, certifications, and continuing education.
• Clear career pathways to senior Customer Success, Account Management, or Product Management roles.

Work Environment & Culture

brighthush fosters a culture of collaboration, innovation, and impact. We value:

• Transparency and open communication across all levels.
• Data‑driven decision making and a relentless focus on outcomes.
• Work‑life balance, with flexible schedules and remote‑friendly policies.
• Inclusive and diverse teams that celebrate different perspectives.
• Community engagement initiatives that give back to the health ecosystem.

Compensation & Benefits

We offer a competitive base salary range of $108,800 to $136,000, complemented by performance‑based commission. In addition, you’ll receive:

• Comprehensive health, dental, and vision plans.
• 401(k) retirement savings with company match.
• Group life, accidental death, and disability insurance.
• Flexible spending account (FSA) and health savings account (HSA) options.
• Commuter benefits and paid time off—including flexible vacation, paid sick leave, 10 paid holidays, and 8 weeks of paid parental leave.
• Additional perks such as a Lifestyle Spending Account, fertility medication discount program, and home health testing kits.
• Professional development stipend and access to industry conferences.

Location & Travel

This role is based in the United States and requires residency in one of the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington, or Wisconsin. Travel to client sites and conferences is expected.

How to Apply

Ready to join a team that’s redefining digital health? Submit your application through our careers portal by November 8th (deadline may be extended). We’re excited to learn how you can help brighthush deliver transformative outcomes for our clients and patients.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic.