Senior Manager, Customer Success & Operations – Remote, Healthcare Diagnostics & Supply Chain Excellence

About brighthush

brighthush is a global leader in diagnostic solutions, delivering cutting‑edge systems, reagents, and services that empower clinicians to make faster, more accurate decisions in the critical fields of hemostasis and thrombosis. With a heritage that dates back to 1945, brighthush has grown into a trusted partner for hospitals, integrated delivery networks, distributors, and complex B2B organizations worldwide. Our mission is simple: to illuminate patient care through innovation, reliability, and an unwavering commitment to customer success.

As we expand our footprint across the United States, we are looking for a visionary Senior Manager, Customer Success & Operations to join our remote team. This role will be the linchpin that transforms the customer journey from onboarding to ongoing service, ensuring that every interaction reflects the highest standards of quality, efficiency, and empathy.

Why brighthush?

• Impactful Work – Your decisions will directly influence patient outcomes by ensuring that our diagnostic tools reach the right hands at the right time.
• Remote Flexibility – Work from anywhere in the USA while collaborating with a diverse, high‑performing team.
• Career Growth – We invest in continuous learning, leadership development, and clear career pathways.
• Culture of Excellence – A collaborative environment that values transparency, accountability, and a relentless pursuit of improvement.
• Competitive Compensation – Base salary, performance bonus, and a comprehensive benefits package.

Key Responsibilities

As the Senior Manager of Customer Success & Operations, you will own the end‑to‑end customer experience, driving operational excellence and strategic alignment across multiple functions.

• Design and execute brighthush’s operational Customer Success strategy, establishing proactive engagement standards, customer segmentation, and differentiated service models that reflect varying levels of complexity.
• Develop and maintain robust customer health indicators that integrate operational, financial, supply, satisfaction, and engagement data to surface emerging risks and opportunities.
• Lead the creation of proactive engagement workflows for at‑risk customers, coordinating corrective actions with Sales, Finance, and other stakeholders to safeguard satisfaction and retention.
• Ensure the team possesses deep knowledge of assigned accounts, including account structures, ordering patterns, operational requirements, contracts, and potential service risks.
• Oversee the entire operational customer journey—from onboarding and account setup to ongoing account management—ensuring clear ownership, responsiveness, and consistent execution.
• Set expectations for proactive communication, issue resolution, escalation management, and follow‑through on commitments.
• Resolve complex customer concerns with urgency, transparency, and accountability, preserving trust and confidence.
• Identify opportunities to simplify the customer journey, reduce operational friction, and enhance the overall ease of doing business with brighthush.
• Partner with Sales to support commercial execution, customer onboarding, strategic account initiatives, and operational requirements for complex organizations.
• Oversee processes supporting quotation preparation, account setup, pricing implementation, contract administration, standing orders, and account maintenance.
• Communicate customer insights, purchasing trends, potential sales opportunities, and retention risks to the appropriate Sales stakeholders.
• Maintain clear accountability between Sales ownership of commercial strategy and Customer Success & Operations ownership of operational execution and customer experience.
• Ensure accurate and timely order processing, standing orders, releases, returns, credits, and related ERP transactions.
• Validate approved customer pricing, contract terms, master data, and delivery requirements within applicable systems.
• Establish controls and audits to identify and reduce pricing discrepancies, order errors, preventable credits, rebills, and other operational issues.
• Collaborate with Finance, Sales, IT, and other stakeholders to resolve system or process issues, improving data integrity, automation, and operational efficiency.
• Support accounts receivable performance, proactively address aging balances, and improve resolution of customer payment issues.
• Identify and resolve billing discrepancies, missing purchase orders, pricing errors, deductions, credits, and other issues that delay payments.
• Monitor payment trends and elevate material financial or customer risks appropriately.
• Identify recurring root causes of payment delays and implement process improvements to reduce preventable issues.
• Align with Supply Chain, Marketing, and Sales to synchronize customer ordering patterns, standing orders, demand forecasts, and product availability.
• Communicate shortages, backorders, allocations, product transitions, and recovery plans consistently to affected customers.
• Implement customer‑facing sequestering and allocation policies with fairness, accuracy, and transparency.
• Coordinate with stakeholders to minimize supply disruptions and protect customer continuity during demand shifts.
• Define and monitor KPIs related to customer satisfaction, responsiveness, order accuracy, pricing accuracy, issue resolution, customer health, and operational efficiency.
• Analyze customer ordering trends, account activity, payment patterns, service issues, and operational data to surface risks, opportunities, and process gaps.
• Translate insights into actionable recommendations for Sales, Supply Chain, Finance, Marketing, and senior management.
• Lead initiatives to simplify workflows, strengthen controls, improve systems, and reduce friction through process standardization, automation, and continuous improvement.
• Champion a culture of continuous improvement, encouraging employees to identify problems, recommend solutions, and take initiative.
• Recruit, onboard, coach, develop, and retain a high‑performing Customer Success & Operations team.
• Set clear individual performance expectations aligned with customer outcomes and business performance.
• Conduct regular one‑on‑one meetings, coaching conversations, performance reviews, and development planning.
• Develop team capabilities in customer communication, relationship management, ERP proficiency, project management, analytics, financial acumen, problem solving, and commercial awareness.
• Coach employees to navigate complex customer conversations involving shortages, pricing, accounts receivable, sequestering, standing orders, and other operational challenges.
• Create an environment where employees are empowered to solve problems while understanding decision rights and escalation requirements.
• Hold employees accountable for accuracy, responsiveness, communication, ownership, and follow‑through.
• Build cross‑training, development, and succession plans to reduce key‑person dependencies and create career progression within the function.
• Recognize strong performance while addressing performance gaps promptly and constructively.
• Reinforce the expectation that the team’s responsibility extends beyond transaction processing to confirming that the customer’s need has been fully addressed and the loop closed.

Essential Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Finance, Healthcare Administration, Operations Management, or a related discipline.
• Minimum 7 years of progressive experience in Customer Success, Commercial Operations, Sales Operations, Customer Service, Supply Chain, or Account Management.
• Minimum 3 years of people leadership experience or proven leadership of complex teams and projects.
• Demonstrated experience managing complex customer‑facing operational processes and cross‑functional projects.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication, negotiation, and stakeholder management skills.
• Proficiency in ERP and CRM systems (e.g., SAP, Salesforce, or equivalent).
• Experience with pricing, order management, accounts receivable, contracts, customer master data, forecasting, or demand planning.

Preferred Qualifications

• Experience in the healthcare, medical device, diagnostics, or life sciences sectors.
• Background supporting hospitals, integrated delivery networks, distributors, or complex B2B customer organizations.
• Knowledge of regulated industry compliance and quality systems.
• Experience with continuous improvement methodologies (Lean, Six Sigma).
• Advanced proficiency in data analytics tools (Excel, Power BI, Tableau).

Skills & Competencies

• Strategic Thinking – Ability to align operational initiatives with business goals.
• Customer‑Centric Mindset – Passion for delivering exceptional service and outcomes.
• Process Ownership – Proven track record of designing, implementing, and optimizing end‑to‑end processes.
• Leadership & Coaching – Talent for building, motivating, and developing high‑performing teams.
• Cross‑Functional Collaboration – Skilled at partnering with Sales, Finance, IT, Supply Chain, and Marketing.
• Data‑Driven Decision Making – Comfortable turning complex data sets into clear, actionable recommendations.
• Change Management – Experience leading change initiatives and fostering a culture of continuous improvement.
• Financial Acumen – Understanding of pricing, revenue recognition, and cost control.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by:

• Structured leadership development programs that cover strategic planning, financial management, and advanced customer engagement.
• Access to industry conferences, certifications, and training workshops.
• Mentorship from senior executives and cross‑functional leaders.
• Clear pathways to senior management roles within Customer Success, Operations, or broader business functions.
• Opportunities to lead high‑impact projects that shape the future of diagnostic solutions.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and collaboration. We value:

• Flexibility – Work from wherever you thrive.
• Innovation – Your ideas can shape product development and customer experience.
• Inclusivity – A diverse workforce where every voice is heard.
• Well‑being – Resources to support mental, physical, and financial health.
• Recognition – Celebrating achievements through peer recognition, awards, and career milestones.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus plan tied to individual, team, and company metrics.
• Comprehensive health benefits: medical, dental, vision, and mental health coverage.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays.
• Life and disability insurance.
• Generous leave program, including parental, sick, and personal leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness program and access to virtual fitness classes.

How to Apply

Ready to make a lasting impact on patient care and customer success? Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Conclusion

As the Senior Manager, Customer Success & Operations, you will be at the heart of brighthush’s mission to deliver reliable, life‑saving diagnostics to healthcare providers worldwide. Your leadership will shape the customer journey, drive operational excellence, and unlock new growth opportunities. If you are a strategic thinker, data‑driven problem solver, and passionate customer advocate, we invite you to bring your expertise to brighthush and help us illuminate the future of patient care.