Senior Manager of Customer Success & Operations – Leading Customer Experience & Operational Excellence in Healthcare Solutions at brighthush

About brighthush

brighthush is a trailblazing healthcare technology company dedicated to transforming patient outcomes through data‑driven insights and world‑class customer service. With a mission to empower clinicians, payers, and patients alike, we deliver cutting‑edge solutions that streamline workflows, enhance care coordination, and drive measurable value across the entire health ecosystem. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. At brighthush, we believe that every interaction—whether with a customer, a partner, or a colleague—has the power to create lasting impact.

Why Join brighthush?

As a rapidly growing organization, brighthush offers a unique blend of entrepreneurial spirit and the stability of a well‑established industry leader. You’ll work alongside a diverse, high‑performing team that thrives on innovation, continuous learning, and a shared commitment to improving healthcare delivery worldwide. In addition to a competitive salary, we provide a comprehensive benefits package, generous paid time off, and a flexible remote work environment that supports work‑life balance.

Position Overview

We are seeking an experienced Senior Manager of Customer Success & Operations to lead our customer success team and oversee the operational lifecycle of our flagship products. In this role, you will be the strategic driver behind customer satisfaction, retention, and expansion, while ensuring operational processes are efficient, scalable, and aligned with our business objectives. You will collaborate closely with cross‑functional teams—including Sales, Product, Engineering, and Finance—to create a seamless customer journey from onboarding to renewal.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and inspire a high‑performing customer success team of 10+ professionals. Foster a culture of continuous improvement, accountability, and customer advocacy.
• Customer Experience Strategy: Design and execute a comprehensive customer success roadmap that aligns with brighthush’s growth goals. Drive initiatives that improve Net Promoter Score (NPS), reduce churn, and increase upsell opportunities.
• Operational Excellence: Oversee end‑to‑end operational processes—including onboarding, implementation, support, and renewal cycles—to ensure consistency, efficiency, and scalability.
• Data‑Driven Decision Making: Leverage analytics, CRM, and ERP data to monitor key performance indicators (KPIs), identify trends, and recommend actionable improvements.
• Stakeholder Collaboration: Partner with Product, Engineering, and Sales to provide customer insights that shape product roadmaps and go‑to‑market strategies.
• Financial Stewardship: Manage the customer success budget, forecast revenue, and track profitability metrics for the portfolio.
• Travel & Global Engagement: Travel up to 25% of the time, including international trips, to meet with key customers, attend industry events, and represent brighthush at conferences.

Essential Qualifications

• Bachelor’s degree in Business, Supply Chain, Finance, Healthcare Administration, or a related discipline.
• Minimum of 7 years of progressive experience in customer success, account management, or related functions within the healthcare or technology sector.
• At least 3 years of people‑management experience, with a proven track record of building and scaling high‑performing teams.
• Strong understanding of ERP and CRM platforms (e.g., Salesforce, SAP, Oracle NetSuite). Experience with healthcare‑specific systems (e.g., EPIC, Cerner) is a plus.
• Demonstrated ability to develop and execute customer success strategies that drive retention, expansion, and revenue growth.
• Excellent analytical skills, with the ability to translate data into actionable insights.
• Exceptional communication and presentation skills, capable of influencing stakeholders at all levels.
• Proficiency in English; additional languages are an advantage.

Preferred Qualifications

• Experience in a fast‑paced, high‑growth startup environment.
• Background in healthcare operations, clinical informatics, or health IT.
• Certifications in Customer Success Management (e.g., SuccessHACKER, CSIM).
• Experience managing international teams or operating across multiple time zones.
• Knowledge of regulatory frameworks such as HIPAA, GDPR, and other data privacy standards.

Core Skills & Competencies

• Strategic Vision: Ability to translate business objectives into actionable customer success plans.
• Leadership & Coaching: Proven talent for developing people, fostering collaboration, and driving results.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning customers into advocates.
• Process Optimization: Expertise in designing scalable processes that improve efficiency and reduce costs.
• Data Literacy: Strong analytical mindset with proficiency in data visualization and reporting tools.
• Change Management: Skilled at leading organizational change and driving adoption of new tools and practices.
• Communication: Clear, concise, and persuasive communicator across all levels of the organization.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our employees. As Senior Manager of Customer Success & Operations, you will:

• Participate in executive‑level mentorship programs and leadership training.
• Attend industry conferences, webinars, and workshops to stay ahead of healthcare trends.
• Lead cross‑functional projects that expose you to product development, sales strategy, and finance.
• Have a clear career path to Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers teams to work from anywhere in the United States, with a focus on results rather than hours. We celebrate diversity, encourage open dialogue, and provide a supportive environment where every voice is heard.

Compensation & Benefits

• Salary Range: USD 100,000 – 130,000 per year, commensurate with experience.
• Bonus & Equity: Performance‑based bonus structure and potential equity participation.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Retirement Plan: 401(k) with company match.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; mental health resources; wellness stipend.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Remote Work Support: Home office stipend and flexible work schedule.

How to Apply

If you are a strategic thinker, a people‑first leader, and a customer‑obsessed professional ready to make a tangible impact in the healthcare industry, we want to hear from you. Join brighthush and help shape the future of patient care through exceptional customer success and operational excellence.

Ready to take the next step? and become part of a team that is redefining healthcare for the better.