Senior Head of Customer Success & Client Experience – Driving Retention, Adoption, and Growth in Healthcare Technology at brighthush

About brighthush

brighthush is a forward‑thinking healthcare technology company dedicated to transforming how providers deliver care. By combining data‑driven analytics, cloud‑based solutions, and a patient‑centric approach, we empower hospitals, health systems, and physician practices to improve outcomes, streamline operations, and achieve sustainable growth. Our mission is simple: clarity, confidence, and better outcomes for every stakeholder in the healthcare ecosystem.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, mission‑driven organization that values innovation, collaboration, and continuous learning. We believe that great customer success leaders are the bridge between technology and real‑world impact. If you’re passionate about helping clients unlock the full potential of their investments, thrive in a fast‑paced environment, and lead a high‑performing team, we want to hear from you.

Role Overview

As the Senior Head of Customer Success & Client Experience, you will shape and execute the customer success strategy that drives satisfaction, retention, adoption, and revenue growth across the entire client lifecycle. You will lead cross‑functional teams, partner with executive stakeholders, and champion a culture of continuous improvement that ensures our healthcare clients realize measurable value from every interaction with brighthush.

Key Responsibilities

• Strategic Leadership: Design and implement a forward‑looking customer success roadmap that aligns with brighthush’s growth objectives and the evolving needs of the healthcare market.
• Team Development: Recruit, mentor, and empower a diverse Customer Success and Implementation team, fostering a high‑energy, data‑driven culture.
• Client Health & KPI Management: Define, track, and report on critical metrics such as Net Promoter Score, churn rate, adoption velocity, and revenue expansion.
• Executive Relationship Building: Serve as the primary advocate for key clients, building trust with C‑suite executives and influencing strategic decisions.
• Lifecycle Oversight: Oversee onboarding, implementation, adoption, renewal, and escalation processes to ensure a seamless client journey.
• Sales Collaboration: Partner with the Sales organization to identify upsell and cross‑sell opportunities, contributing to account expansion and revenue growth.
• Product & Engineering Advocacy: Translate client feedback into actionable product enhancements, working closely with Product, Engineering, and Operations.
• Data‑Driven Insights: Analyze customer success data to uncover trends, risks, and opportunities, and present findings to senior leadership.
• Process & Tool Optimization: Build scalable processes, tools, and best practices that support a growing client base and improve service delivery.
• High‑Priority Issue Resolution: Lead the resolution of critical client concerns, driving continuous improvement initiatives.
• Strategic Reporting: Prepare and present performance dashboards and strategic recommendations to the executive team.
• Additional Duties: Perform other responsibilities as assigned to support the broader organization.

Essential Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Management, Communications, or a related field.
• Minimum of 7 years of progressive leadership experience in customer success, account management, client services, or healthcare technology.
• Proven track record of driving client retention, satisfaction, and adoption at scale.
• Experience developing and executing customer success strategies, performance metrics, and scalable operational processes.
• Strong background managing strategic client relationships and engaging executive‑level stakeholders.
• Demonstrated ability to collaborate with cross‑functional teams to achieve client and organizational objectives.
• In‑depth knowledge of healthcare provider environments, including hospitals, health systems, physician practices, and other care settings.
• Expertise in leveraging healthcare analytics, performance measures, and data‑driven insights to improve client outcomes.

Preferred Qualifications

• Background in healthcare technology, SaaS, revenue cycle management, population health, or healthcare analytics.
• Familiarity with quality improvement, supply chain, clinical, operational, or financial analytics solutions.
• Leadership experience in implementation, onboarding, professional services, or customer‑facing operations teams.
• Track record of contributing to client retention, growth, and account expansion strategies.

Core Skills & Competencies

• Strategic thinking and execution with a data‑driven mindset.
• Exceptional communication skills—both written and verbal—across all levels of the organization.
• Strong analytical and problem‑solving abilities, with proficiency in interpreting complex metrics.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango).
• Advanced Excel, PowerPoint, Word, Outlook, and Teams skills for reporting and presentations.
• Familiarity with SaaS applications, cloud‑based solutions, and healthcare technology platforms.
• Understanding of healthcare data privacy, security, and regulatory requirements (HIPAA, GDPR).

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a culture of continuous learning and advancement. As Head of Customer Success, you will:

• Lead high‑impact initiatives that shape the future of our product roadmap.
• Mentor and develop a team of customer success leaders, creating a pipeline of future executives.
• Collaborate with senior leaders across Sales, Product, Engineering, and Operations, gaining cross‑functional expertise.
• Participate in industry conferences, webinars, and thought‑leadership forums to stay ahead of healthcare trends.
• Access internal training programs, certifications, and tuition reimbursement for advanced courses in healthcare analytics, leadership, and technology.

Work Environment & Culture

brighthush offers a fully remote work environment that empowers you to balance professional excellence with personal well‑being. Our culture is built on:

• Transparency: Open communication channels and regular town‑hall meetings.
• Collaboration: Cross‑departmental projects that foster teamwork and shared success.
• Innovation: A safe space to experiment, iterate, and bring new ideas to life.
• Impact: Every team member’s contribution directly influences patient outcomes and provider efficiency.
• Well‑being: Comprehensive wellness programs, mental health resources, and flexible scheduling.

Compensation & Benefits

We offer a competitive total‑reward package that reflects your expertise and the value you bring to brighthush:

• Base salary range: $100,000 – $120,000 annually, commensurate with experience.
• Performance‑based bonus program tied to customer success metrics and company growth.
• Fully remote work setup with stipend for home office equipment.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Generous paid time off (PTO) and company holidays.
• Paid parental and family leave.
• Professional development stipend and tuition reimbursement.
• Access to wellness resources, employee assistance programs, and flexible work arrangements.

Travel Requirements

This role is primarily remote, with up to 10% travel for client visits, conferences, and internal events. Travel will be scheduled well in advance to accommodate your personal commitments.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or veteran status.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal or contact our recruiting team directly. We look forward to exploring how your vision and expertise can help shape the future of healthcare technology.