Senior Remote Customer Success & Operations Manager – Driving Adoption, Satisfaction, and Process Excellence at brighthush

About brighthush

brighthush is a trailblazing digital health company that empowers clinicians and health systems with cutting‑edge remote cardiac monitoring solutions. Founded in 2019, we blend software innovation with clinical expertise to deliver seamless, data‑driven care that improves patient outcomes and operational efficiency. Our mission is to make advanced cardiac care accessible, reliable, and scalable for every health provider, no matter the size or location.

As a fast‑growing, fully remote organization, brighthush values agility, collaboration, and a culture of continuous learning. We are proud to be a certified Independent Diagnostic Testing Facility (IDTF) credentialed by Medicare, and we maintain a strong partnership with leading hospitals, clinics, and health systems across the United States.

Why Join brighthush?

• Impactful Work: You will be the linchpin that turns our technology into real‑world clinical value, ensuring that every patient receives the best possible care.
• Remote Flexibility: Work from anywhere in the United States and enjoy a healthy work‑life balance.
• Growth & Development: Access to mentorship, training programs, and a clear career ladder that rewards initiative and results.
• Competitive Compensation: Base salary, performance bonus, equity ownership, and a comprehensive benefits package.
• Collaborative Culture: A supportive, inclusive environment where ideas are shared across teams and every voice matters.

Key Responsibilities

As the Customer Success & Operations Manager, you will own the entire customer lifecycle from implementation handoff to ongoing usage, ensuring high adoption, satisfaction, and retention. Your role will be both strategic and hands‑on, requiring strong project management, communication, and technical acumen.

• Implementation Documentation: Complete all customer setup forms and implementation documentation for every new account, ensuring accuracy and timeliness.
• Enrollment Growth: Drive new member enrollment in newly implemented accounts through launch readiness, clinic training, and early adoption support.
• Day‑to‑Day Relationship Management: Serve as the primary day‑to‑day contact for assigned clinic and health system customers after go‑live.
• Proactive Monitoring: Track account health and usage to surface and resolve issues before they become critical.
• Root‑Cause Routing: Identify recurring technical issues and collaborate with Engineering and IT to implement permanent fixes rather than temporary workarounds.
• Customer Feedback & Reporting: Run satisfaction surveys, compile status reports, and provide actionable insights for the quarterly Pulse of the Customer presentation to leadership.
• Training & Enablement: Conduct on‑site and virtual training sessions (up to 50% travel) to ensure clinicians and staff are fully comfortable with the platform.
• Onboarding Playbook Development: Build and document a repeatable onboarding and implementation playbook that can be scaled across new accounts.
• Knowledge Base Management: Consolidate scattered customer knowledge into a shared, organized resource accessible across the company.

Essential Qualifications

• 2–4 years of experience in customer success, client implementation, or technical account support, preferably in cardiovascular or health technology.
• Demonstrated ability to manage multiple customer accounts simultaneously while meeting firm timelines.
• Comfortable working with client IT teams on integrations, translating clinical and technical issues into clear input for Engineering and IT.
• Experience tracking implementation outcomes and running feedback mechanisms such as surveys and status reports.
• Strong written communication and documentation skills.
• Working knowledge of medical devices, CIED device knowledge, and clinical workflows.
• Familiarity with clinic workflows and patient enrollment programs.
• Experience building or maintaining a knowledge base.
• Proficiency with CRM, customer success, or project management tools.

Preferred Qualifications

• Experience with RPM (remote patient monitoring) or wearable devices.
• Background in healthcare operations or clinical informatics.
• Prior experience in a startup or high‑growth environment.
• Knowledge of Medicare/Medicaid billing and compliance requirements.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to interpret usage data, identify trends, and propose data‑driven solutions.
• Project Management: Skilled at coordinating cross‑functional teams, setting priorities, and meeting deadlines.
• Technical Fluency: Comfortable navigating medical device ecosystems, APIs, and integration workflows.
• Communication: Excellent verbal and written communication skills, capable of translating complex technical concepts for diverse audiences.
• Adaptability: Thrives in a fast‑moving environment and can pivot quickly when priorities shift.
• Collaboration: Works effectively with engineering, product, sales, and support teams to drive customer success.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as our product innovation. As Customer Success & Operations Manager, you will:

• Progress to a Senior Customer Success Lead or Director role, overseeing a larger portfolio and shaping strategy.
• Lead cross‑functional initiatives that influence product roadmap and go‑to‑market strategy.
• Participate in leadership workshops, industry conferences, and advanced training programs.
• Earn certifications in customer success, project management, or healthcare informatics.
• Mentor junior team members and contribute to a culture of continuous improvement.

Work Environment & Company Culture

brighthush is a fully remote, distributed team that values trust, transparency, and autonomy. We foster a culture where:

• Team members are empowered to make decisions and take ownership.
• Open communication is encouraged through regular virtual town halls, stand‑ups, and one‑on‑ones.
• Learning is embedded in daily work, with access to online courses, internal knowledge bases, and peer‑to‑peer knowledge sharing.
• Diversity, equity, and inclusion are core principles that guide our hiring, collaboration, and product design.
• Work‑life balance is respected, with flexible hours and a results‑oriented approach.

Compensation & Benefits

• Competitive Base Salary: Reflective of experience and market benchmarks.
• Performance Bonus: Quarterly bonuses tied to customer satisfaction, adoption metrics, and company growth.
• Equity Ownership: Opportunity to own a stake in brighthush and share in our long‑term success.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; and wellness stipends.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off & Holidays: Generous PTO, sick leave, and paid holidays.
• Remote Work Perks: Home office stipend, tech allowance, and flexible work arrangements.

How to Apply

Ready to make a tangible impact on patient care and help shape the future of remote cardiac monitoring? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to exploring how your expertise can drive success for brighthush and our valued customers.