Senior Remote Customer Success Lead – Enterprise Account Management, Strategic Growth & Scalable Operations in a High‑Growth Healthcare Technology Company

About brighthush

brighthush is a confidential, high‑growth healthcare technology company that is redefining how medical practices, hospitals, and health insurers manage patient data, compliance, and operational workflows. With a mission to empower healthcare providers to deliver safer, more efficient care, brighthush blends cutting‑edge software with deep industry expertise to create solutions that streamline clinical operations, enhance patient outcomes, and drive measurable business value.

As we expand our product portfolio and customer base, we are looking for a visionary Customer Success Lead who can build and scale the customer success function from the ground up. This role is pivotal in ensuring that our enterprise clients not only adopt our technology successfully but also realize lasting value, leading to higher retention, deeper partnerships, and accelerated revenue growth.

Why Join brighthush?

• Work remotely from anywhere in the United States, with flexible hours that respect work‑life balance.
• Play a key role in shaping the customer success strategy of a fast‑moving, mission‑driven company.
• Collaborate with cross‑functional leaders in product, engineering, sales, and support to drive customer outcomes.
• Earn a competitive base salary plus performance‑based incentives, with a target on‑target earnings range of $150,000–$250,000.
• Benefit from a generous equity program that aligns your success with the company’s long‑term growth.
• Access to continuous learning opportunities, mentorship, and a culture that rewards innovation and ownership.

Key Responsibilities

As the Customer Success Lead, you will own the end‑to‑end customer journey for our most strategic accounts. Your responsibilities will include:

• Strategic Account Leadership – Serve as the primary point of contact for enterprise clients, building trust and acting as a strategic advisor.
• Portfolio Management – Oversee a book of high‑value accounts, ensuring consistent engagement, satisfaction, and renewal.
• Onboarding & Implementation – Lead the full implementation lifecycle from scoping and requirements gathering to go‑live and post‑launch support.
• Escalation Management – Resolve complex customer escalations, identify root causes, and coordinate cross‑functional solutions.
• Process Design & Automation – Build scalable customer success processes, onboarding playbooks, performance metrics, and reporting dashboards.
• Operational Gap Analysis – Continuously assess operational gaps and implement improvements while remaining hands‑on when necessary.
• Performance Measurement – Define and track key performance indicators (KPIs), set team incentives, and refine operating procedures.
• Data‑Driven Insights – Leverage customer and operational data to spot risks, recommend improvements, and drive retention.
• Strategic Collaboration – Partner with leadership to evolve the customer success strategy as products and sales processes evolve.
• Cross‑Functional Alignment – Work closely with Customer Success, Support, Operations, and other teams to elevate customer outcomes.

Essential Qualifications

• 7–10+ years of progressive experience in Customer Success, Account Management, or a closely related client‑facing role.
• Proven ownership of strategic accounts or a book of business, with a track record of retention, relationship management, and expansion.
• Hands‑on experience leading customer onboarding or software implementation from requirements gathering to go‑live.
• Strong problem‑solving skills, with a history of managing escalations and improving customer outcomes.
• Experience building scalable processes, workflows, playbooks, or performance measurement systems.
• Background in an early‑stage or high‑growth startup environment, demonstrating agility and resilience.
• Advanced analytical skills, including data‑driven root cause analysis and actionable recommendations.
• Excellent communication, stakeholder management, and interpersonal skills.
• Self‑starter who can work independently, take initiative, and balance strategic planning with hands‑on execution.
• University degree required (Bachelor’s or higher).

Preferred Qualifications

• Experience in healthcare technology, healthcare compliance, or healthcare operations.
• Leadership experience in building or scaling a Customer Success team.
• Proficiency in managing enterprise customers and complex client implementations.
• Familiarity with customer success metrics, renewal forecasting, account expansion, and operational reporting.
• Track record of improving processes in a rapidly scaling organization with limited established systems.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer success initiatives with business goals.
• Customer Advocacy – Passion for championing the customer’s voice across the organization.
• Project Management – Skilled at coordinating cross‑functional teams and managing timelines.
• Data Literacy – Comfortable working with dashboards, analytics tools, and deriving insights from data.
• Communication Excellence – Clear, concise, and persuasive communication in both written and verbal formats.
• Adaptability – Thrive in a fast‑moving environment and pivot quickly when priorities shift.
• Collaboration – Strong teamwork skills and a collaborative mindset.
• Leadership – Ability to inspire, mentor, and develop a high‑performing team.

Career Growth & Learning Opportunities

• Lead the design and execution of a customer success organization from scratch, gaining deep experience in building scalable processes.
• Work closely with senior leaders, gaining exposure to product strategy, sales, and operations at a high‑growth company.
• Develop expertise in healthcare technology and compliance, positioning yourself as a subject‑matter expert.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.
• Potential to advance into senior leadership roles such as Director of Customer Success or Chief Customer Officer.

Work Environment & Company Culture

• Remote‑first culture with a focus on results, not hours.
• Inclusive, collaborative, and transparent work environment that values diverse perspectives.
• Culture of ownership, where employees are empowered to make decisions and drive impact.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Commitment to employee well‑being, with flexible schedules, mental health resources, and wellness programs.
• Strong emphasis on continuous improvement, innovation, and customer‑centric thinking.

Compensation & Benefits

• Base Salary – Competitive market rate, commensurate with experience.
• Performance‑Based Incentives – Target on‑target earnings of $150,000–$250,000, including bonuses tied to customer success metrics.
• Equity – Generous equity package subject to company terms, aligning your success with brighthush’s growth.
• Remote Work – Fully remote role with flexibility for candidates across eligible U.S. locations.
• Benefits – Comprehensive health, dental, vision, and life insurance; 401(k) with company match; paid time off; and professional development stipend.
• Additional Perks – Unlimited PTO, wellness stipend, tech stipend for home office, and access to a global network of peers.

How to Apply

If you are a strategic thinker, data‑driven problem solver, and passionate advocate for customers, we want to hear from you. Join brighthush and help shape the future of healthcare technology while building a world‑class customer success organization.

Ready to take the next step? Apply now and become part of a team that is dedicated to making a real difference in the lives of healthcare professionals and patients alike.