Senior Manager, Customer Loyalty & Engagement – Remote US – Championing Customer Adoption & Retention for Vision Care at brighthush

About brighthush

At brighthush, we believe that health is the most valuable asset anyone can possess. Our mission is to empower patients and clinicians worldwide with innovative, personalized solutions that transform lives. By blending cutting‑edge science, advanced technology, and a relentless focus on patient outcomes, we are redefining what it means to see the world in a clearer, brighter light. As a global leader in vision care, we are committed to delivering breakthrough treatments that are smarter, less invasive, and more accessible than ever before.

Our culture is built on curiosity, collaboration, and a shared passion for improving vision. We celebrate diversity, foster inclusion, and encourage every team member to bring their unique perspective to the table. Whether you’re a seasoned professional or an emerging talent, you’ll find a supportive environment where you can grow, learn, and make a real impact.

Why This Role Matters

As the Senior Manager, Customer Loyalty & Engagement, you will be the linchpin that connects our customers, sales teams, and cross‑functional partners. Your work will directly influence how patients experience our products, how clinicians adopt our solutions, and ultimately how brighthush drives sustainable growth in the vision care market.

In a rapidly evolving industry, customer loyalty is not just a metric—it’s a strategic asset. You will design, launch, and refine loyalty programs that keep patients engaged, encourage repeat usage, and turn satisfied users into brand advocates. Your insights will shape product development, marketing strategies, and sales enablement initiatives, ensuring that every touchpoint delivers value and reinforces trust.

Key Responsibilities

Customer Onboarding & Engagement

• Lead the end‑to‑end onboarding process for new customers, ensuring a seamless transition from sales to active usage.
• Serve as the primary point of contact during implementation, providing guidance, troubleshooting, and best‑practice recommendations.
• Develop customized engagement plans that align with each customer’s goals, driving activation and sustained utilization.
• Collaborate with customers to identify barriers, gather feedback, and iterate on program features to maximize participation.
• Deliver training, educational resources, and ongoing support to help customers realize the full value of our loyalty initiatives.

Field Partnership & Sales Enablement

• Act as the trusted liaison between customers and the field sales organization, ensuring alignment on objectives and expectations.
• Partner with sales teams to support onboarding, engagement, and retention strategies, providing them with the tools and insights they need.
• Facilitate customer‑facing presentations, workshops, and business reviews that showcase the ROI of our loyalty programs.
• Share best practices, success stories, and data‑driven insights that accelerate customer adoption and deepen relationships.

Customer Loyalty Program Management

• Design and execute loyalty strategies that are tightly coupled to business goals and customer needs.
• Track participation, engagement, and utilization metrics to assess program effectiveness and identify improvement opportunities.
• Collaborate with product, marketing, and digital teams to develop new customer‑facing offerings that enhance the overall experience.
• Champion continuous improvement initiatives that streamline onboarding, reduce friction, and elevate satisfaction.

Commercial Growth & Account Development

• Identify cross‑sell and upsell opportunities within existing accounts, working closely with commercial teams to drive revenue growth.
• Support business planning for targeted customer segments and key accounts, ensuring alignment with strategic priorities.
• Track and report on activation, engagement, utilization, and retention metrics, translating data into actionable insights.
• Champion expansion initiatives that unlock new value for both customers and brighthush.

Customer Insights & Analytics

• Collect and synthesize customer feedback, competitive intelligence, and market trends to inform program design.
• Analyze engagement data and performance metrics to uncover patterns, predict outcomes, and recommend optimizations.
• Translate insights into clear, data‑driven recommendations for marketing, sales, and leadership teams.
• Prepare and deliver regular performance reports, dashboards, and business updates to key stakeholders.

Cross‑Functional Leadership

• Collaborate with Marketing, Sales, Customer Experience, Professional Education, Operations, Finance, Legal, Compliance, and Digital teams to execute customer programs.
• Lead cross‑functional initiatives that improve onboarding processes, enhance the customer experience, and boost program performance.
• Ensure all customer engagement activities comply with company policies, regulatory requirements, and industry best practices.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Minimum of 6 years of experience in marketing, customer engagement, customer success, account management, sales enablement, or a related commercial role.
• Proven track record of building strong relationships with both external customers and internal stakeholders.
• Exceptional project management skills, with the ability to juggle multiple initiatives and deadlines.
• Excellent communication, presentation, and facilitation abilities, capable of influencing at all levels.
• Strong analytical mindset, comfortable working with data to drive decisions.
• Willingness to travel up to 30% as business needs require.

Preferred Qualifications

• Experience in ophthalmology, medical device, healthcare, pharmaceutical, or healthcare technology sectors.
• Background in customer onboarding, loyalty, retention, or engagement programs.
• Hands‑on experience working closely with field sales organizations.
• Demonstrated ability to launch and scale customer‑facing programs or services.
• Knowledge of healthcare regulations and compliance frameworks.

Skills & Competencies

• Strategic thinking and a customer‑centric mindset.
• Strong analytical and problem‑solving skills.
• Excellent written and verbal communication.
• Project management and organizational excellence.
• Collaboration and influence across cross‑functional teams.
• Adaptability and resilience in a fast‑paced environment.
• Proficiency with CRM systems, analytics tools, and Microsoft Office Suite.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Manager, you will have access to:

• Leadership development programs that sharpen strategic thinking and decision‑making.
• Mentorship from senior executives who are passionate about nurturing talent.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Continuous learning resources, including workshops, webinars, and industry conferences.
• Clear career pathways that allow you to progress into senior leadership roles within customer experience, commercial strategy, or product management.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere in the United States while staying connected to a vibrant, collaborative community. You’ll enjoy:

• Flexible work hours that respect your personal and professional commitments.
• Regular virtual team gatherings, knowledge‑sharing sessions, and social events.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Commitment to work‑life balance, with generous paid time off and family‑friendly policies.
• Inclusive environment that celebrates diversity, equity, and belonging.

Compensation & Benefits

We offer a competitive base salary ranging from $102,000 to $177,000, commensurate with experience and performance. In addition to the base pay, you will receive:

• Performance‑based bonuses tied to program success and business outcomes.
• Comprehensive health, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, holidays, and personal days.
• Parental leave, bereavement leave, caregiver leave, and volunteer time off.
• Employee wellness programs, including mental health resources and fitness stipends.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to take the next step in your career and help shape the future of vision care? brighthush invites you to apply for the Senior Manager, Customer Loyalty & Engagement role. Submit your resume and cover letter through our careers portal or click the link below to start your application.

Apply Now

Join brighthush – Where Vision Meets Innovation

At brighthush, we’re not just building products; we’re building a brighter future for patients worldwide. If you’re passionate about customer experience, thrive in a collaborative environment, and want to make a tangible difference in people’s lives, we want to hear from you. Join us and be part of a team that’s redefining vision care, one patient at a time.