Senior Remote Customer Success Specialist – Driving Account Growth, Product Adoption, and Revenue Expansion for a Leading Digital Health Platform at brighthush

About brighthush

brighthush is a trailblazing digital health company that empowers athletic trainers, sports medicine professionals, and multidisciplinary care teams to streamline injury documentation, patient communication, and care coordination. Founded in 2015, we evolved from a niche electronic medical record (EMR) solution into a full‑fledged engagement platform that saves clinicians an average of one hour per day—freeing them to focus on what matters most: patient care. With a dedicated, fully remote team of 11‑50 employees, brighthush attracts top talent from across the United States and is rapidly expanding our product suite and market reach.

Our mission is simple yet ambitious: to make injury documentation and communication effortless, so healthcare professionals can spend more time healing and less time on paperwork. We combine cutting‑edge technology with a deep understanding of the athletic training workflow, delivering a platform that is intuitive, compliant, and scalable. As we continue to grow, we are looking for a passionate, results‑driven Customer Success Specialist to join our team and help us build lasting relationships with our customers.

Why Work at brighthush?

• Impact‑oriented culture: Every team member’s work directly influences the success of our clients and the growth of the company.
• Collaborative environment: Cross‑functional teams—product, engineering, sales, and marketing—work hand‑in‑hand to deliver value to our users.
• Continuous learning: We invest in professional development through workshops, certifications, and access to industry conferences.
• Flexible remote work: Work from anywhere in the U.S. with a fully supported home office setup.
• Competitive compensation: Base salary, performance bonuses, equity, and comprehensive benefits.
• Health & wellness perks: Unlimited PTO, mental health resources, and a wellness stipend.

Role Overview

As a Senior Remote Customer Success Specialist at brighthush, you will be the primary advocate for our customers throughout their entire journey—from onboarding to renewal. Your focus will be on driving product adoption, ensuring customers realize measurable value, and identifying opportunities for upsell and cross‑sell that align with their evolving needs. You will partner closely with sales, product, and support teams to create a seamless experience that keeps our customers engaged, satisfied, and loyal.

Key Responsibilities

• Structured Onboarding: Lead the end‑to‑end onboarding process for new customers, ensuring a smooth handoff from sales and a rapid time‑to‑value.
• Product Adoption & Training: Conduct live training sessions, create educational content, and coach users on best practices to maximize platform usage.
• Outcome Measurement: Define, track, and report on key success metrics (e.g., adoption rates, usage frequency, health outcomes) to demonstrate ROI.
• Account Health Monitoring: Maintain a proactive health score for each account, flagging potential churn risks and recommending mitigation strategies.
• Strategic Outreach: Execute semi‑annual business reviews, quarterly health checks, and regular check‑ins to strengthen relationships.
• Trusted Advisor: Serve as the go‑to expert for customers, offering strategic guidance on workflow optimization and platform enhancements.
• Upsell & Cross‑Sell: Identify expansion opportunities, craft tailored proposals, and close deals that increase revenue per account.
• Contract & Pricing Management: Manage contract adjustments using brighthush, including upgrades, right‑sizing, and strategic price increases.
• Renewal Management: Own the renewal process, ensuring timely communication, negotiation, and successful contract renewal.
• Churn Prevention: Detect early warning signs, conduct root‑cause analysis, and implement recovery plans to reduce churn.
• Down‑sell & Retention: When necessary, negotiate strategic down‑sales to retain customers while preserving revenue.
• Cross‑Functional Collaboration: Work with product, engineering, and support to relay customer feedback and influence roadmap decisions.
• Reporting & Analytics: Produce regular dashboards and insights for internal stakeholders to inform strategy.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare, or a related field.
• Minimum 5 years of experience in customer success, account management, or a related customer‑facing role.
• Proven track record of driving product adoption and achieving measurable customer outcomes.
• Strong relationship‑building and communication skills, with the ability to influence stakeholders at all levels.
• Experience managing multiple accounts remotely, using CRM tools such as brighthush or brighthush.
• Familiarity with contract management platforms (e.g., brighthush, brighthush).
• Passion for healthcare, sports medicine, or technology—ideally with prior exposure to athletic training workflows.
• Proactive, outcomes‑oriented mindset with a knack for problem‑solving.

Preferred Qualifications

• Experience with an EMR or health‑tech platform, especially in the athletic training space.
• Knowledge of concussion testing platforms or related medical assessment tools.
• Background in sales or revenue operations, with a history of closing upsell deals.
• Certifications in customer success (CSM, CSPO) or related disciplines.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Analytical thinking—ability to interpret data, identify trends, and recommend actions.
• Strong written and verbal communication, including presentation skills.
• Project management—capable of juggling multiple priorities and meeting deadlines.
• Tech‑savvy—quick to learn new tools and comfortable with SaaS platforms.
• Team player who thrives in a collaborative, fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Success Specialist, you will have the chance to:

• Progress to a Senior Customer Success Manager or Director role, overseeing a larger portfolio and leading a team.
• Transition into product management or growth strategy, leveraging your deep customer insights.
• Participate in cross‑functional projects that shape the future of our platform.
• Attend industry conferences, webinars, and training sessions to stay ahead of market trends.
• Earn certifications in customer success, project management, or healthcare technology.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for remote customer success roles.
• Performance‑based bonuses tied to adoption metrics, renewal rates, and expansion revenue.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work hours.
• Wellness stipend, mental health resources, and access to a virtual fitness program.
• Home office stipend to ensure you have the tools you need to work effectively.

How to Apply

If you are a proactive, customer‑focused professional who thrives in a dynamic, remote environment, we want to hear from you. Join brighthush and help us transform the way athletic trainers and sports medicine professionals manage patient care.

Ready to make an impact? Apply now and become part of a team that values innovation, collaboration, and the well‑being of both our customers and our people.