Senior Enterprise Customer Success Manager – Strategic Partnerships & Growth Leadership, Driving ROI & Innovation for Healthcare Technology Leaders at brighthush

About brighthush

In a world where technology is reshaping every facet of healthcare, brighthush stands at the cutting edge, delivering cloud‑based, AI‑driven solutions that transform pharmacy operations. From medication dispensing and inventory optimization to patient engagement and real‑time analytics, our platform empowers health systems, pharmacy chains, and buying groups to streamline workflows, reduce costs, and elevate the quality of care. We are more than a software vendor; we are a strategic partner that redefines how pharmacies operate, how patients receive care, and how healthcare organizations achieve measurable business outcomes.

Our mission is simple yet ambitious: to make healthcare smarter, faster, and more patient‑centric. We achieve this by marrying state‑of‑the‑art technology with deep industry expertise, fostering a culture of innovation, collaboration, and continuous improvement. At brighthush, every team member plays a pivotal role in shaping the future of pharmacy and healthcare delivery.

Why This Role Matters

As a Senior Enterprise Customer Success Manager, you will be the linchpin that connects our technology to the real‑world impact it delivers for our enterprise customers. You will partner with senior stakeholders—pharmacy managers, directors, and C‑suite executives—to ensure they achieve their strategic goals, maximize ROI, and unlock new opportunities for growth. In a dynamic, remote‑first environment that values autonomy, creativity, and a data‑driven mindset, you will have the chance to shape the customer experience, influence product strategy, and drive measurable business results.

Key Responsibilities

Strategic Customer Partnership

• Own and nurture long‑term relationships with enterprise accounts, establishing trust and credibility with stakeholders at all levels.
• Serve as the primary advocate for customers within brighthush, translating their needs into actionable insights for product, engineering, and support teams.
• Develop and execute customized engagement plans that align with each customer’s business objectives and technology roadmap.
• Conduct quarterly business reviews (QBRs) to assess performance, surface opportunities, and reinforce the value proposition.
• Act as a thought partner, providing industry insights, best‑practice guidance, and strategic recommendations that help customers stay ahead of market trends.

Retention & Growth Leadership

• Drive customer retention by proactively identifying risks, addressing concerns, and ensuring continuous value realization.
• Identify upsell and cross‑sell opportunities, collaborating with Sales to craft tailored expansion strategies that resonate with each account.
• Track and analyze key metrics (NPS, churn, adoption rates) to inform proactive engagement and improvement initiatives.
• Champion a culture of continuous improvement by gathering feedback, conducting root‑cause analyses, and driving product enhancements.
• Lead cross‑functional initiatives that align product, engineering, and support teams around customer success goals.

Operational Excellence & Process Ownership

• Design and refine customer success workflows, ensuring scalability and efficiency across the enterprise portfolio.
• Implement and maintain robust documentation, playbooks, and knowledge bases that empower both customers and internal teams.
• Leverage data analytics tools to generate actionable insights, forecast trends, and inform strategic decision‑making.
• Collaborate with Marketing to develop case studies, testimonials, and success stories that showcase customer impact.
• Represent brighthush at industry conferences, webinars, and user groups to strengthen brand presence and gather market intelligence.

Essential Qualifications

• Minimum 5 years of experience in customer success, account management, or enterprise partnership roles within the healthcare technology sector.
• Proven track record of managing large, complex accounts and driving revenue growth through upsell and cross‑sell initiatives.
• Deep understanding of pharmacy operations, medication dispensing workflows, and healthcare supply chain dynamics.
• Exceptional communication skills—both written and verbal—across all stakeholder levels, including C‑suite executives.
• Strong analytical mindset with proficiency in data visualization, CRM systems (e.g., Salesforce), and customer success platforms (e.g., Gainsight).
• Demonstrated ability to translate customer feedback into product enhancements and strategic roadmaps.
• Experience leading cross‑functional teams and driving process improvements.

Preferred Qualifications

• Background in pharmacy technology, health information systems, or related domains.
• Experience working in a remote‑first, distributed organization.
• Knowledge of regulatory frameworks such as HIPAA, FDA, and CMS.
• Fluency in multiple languages, especially Spanish or Mandarin, to support global accounts.
• Certifications in Customer Success Management (CSM), Certified Customer Success Manager (CCSM), or similar credentials.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush's vision.
• Relationship Building – Proven skill in establishing trust and rapport with senior stakeholders.
• Data‑Driven Decision Making – Comfortable using metrics to guide actions and measure success.
• Problem Solving – Aptitude for diagnosing issues, identifying root causes, and delivering effective solutions.
• Collaboration & Influence – Ability to work cross‑functionally and influence product, engineering, and support teams.
• Adaptability – Thrives in a fast‑paced, evolving environment with shifting priorities.
• Customer‑Centric Mindset – Passion for delivering exceptional experiences and measurable value.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous professional development. As a Senior Enterprise Customer Success Manager, you will:

• Progress into leadership roles such as Director of Customer Success or VP of Enterprise Partnerships.
• Participate in executive‑level mentorship programs, pairing you with senior leaders across the organization.
• Access a curated learning library covering healthcare regulations, product deep dives, and leadership skills.
• Attend industry conferences, workshops, and webinars—often sponsored by brighthush—to stay ahead of market trends.
• Contribute to product strategy and roadmap decisions, ensuring your voice shapes the future of our platform.

Work Environment & Company Culture

brighthush champions a culture of transparency, inclusivity, and empowerment. Our remote‑first model means you can work from anywhere while staying connected through weekly virtual huddles, asynchronous communication tools, and quarterly in‑person retreats. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our employees enjoy a healthy work‑life balance, flexible schedules, and a supportive community that values both personal and professional growth.

Compensation, Perks & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Unlimited professional development budget for courses, certifications, and conferences.
• Wellness stipend, mental health resources, and access to virtual fitness classes.
• Flexible work hours and a fully remote setup with a stipend for home office equipment.

How to Apply

Ready to make a tangible impact on the future of pharmacy and healthcare? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to learn how your experience and passion align with brighthush's mission to create smarter, faster, and more patient‑centric healthcare solutions.