Senior Remote Product Implementation & Customer Success Lead – Championing Seamless Onboarding, Strategic Adoption, and Sustainable Value Creation for a Global Healthcare Innovator at brighthush

About brighthush

brighthush is a trailblazer in the healthcare and pharmaceutical arena, fusing a century of scientific excellence with the most advanced digital solutions. Since 1907, we have reimagined how patients, clinicians, and partners experience medical breakthroughs, delivering products that not only meet the highest regulatory standards but also transform everyday clinical workflows. Our global footprint spans research, manufacturing, and distribution, yet our core mission remains unchanged: to empower lives through technology, data, and compassionate service.

In an era where healthcare is evolving at breakneck speed, brighthush is committed to staying ahead of the curve. We invest heavily in research, partner with leading medical institutions, and harness AI and analytics to anticipate patient needs. Every product we launch is designed with a single purpose in mind—improving health outcomes while simplifying the workflow of the professionals who rely on us.

Why Join brighthush?

• Impactful Work: Your contributions will directly shape the experiences of thousands of healthcare providers and patients worldwide, translating into measurable health improvements.
• Remote Flexibility: Work from any location within the United States, supported by a robust virtual collaboration ecosystem that keeps you connected to a diverse, global team.
• Growth & Development: Benefit from structured learning paths, mentorship from industry veterans, and clear career progression into product, sales, or operations leadership.
• Inclusive Culture: Thrive in an environment that celebrates diversity, fosters belonging, and rewards innovative thinking.
• Competitive Compensation: Receive a comprehensive rewards package that balances base salary, performance incentives, and a suite of wellness benefits.

Role Overview

As the Remote Product Implementation & Customer Success Lead, you will be the linchpin that connects our state‑of‑the‑art products to the real‑world needs of our customers. Your mission is to orchestrate flawless onboarding journeys, design adoption roadmaps that drive measurable ROI, and nurture long‑term relationships that translate into sustained loyalty and advocacy. You will collaborate across product, sales, technical, and support teams to ensure every client achieves their business objectives and experiences maximum value from our solutions.

Key Responsibilities

• Lead Onboarding & Implementation Projects: Own the full lifecycle from kickoff to go‑live, ensuring timely, high‑quality deployments that exceed expectations.
  • Develop detailed project plans, timelines, and resource allocations.
  • Coordinate cross‑functional workshops to align technical and business requirements.
  • Track progress against milestones and proactively mitigate risks.
  • Document lessons learned and best practices for continuous improvement.
• Develop Success Plans: Craft and execute tailored customer success roadmaps focused on adoption, engagement, retention, and value realization.
  • Identify key performance indicators (KPIs) and set realistic targets.
  • Translate business objectives into actionable success milestones.
  • Regularly review progress and adjust plans to reflect evolving needs.
  • Collaborate with product to influence roadmap based on customer insights.
• Stakeholder Collaboration: Partner with customers to define success criteria, gather requirements, and translate them into actionable implementation strategies.
  • Conduct discovery sessions to surface pain points and opportunities.
  • Facilitate executive briefings and status updates.
  • Build trust through transparent communication and proactive problem‑solving.
  • Maintain a single source of truth for all customer interactions.
• Primary Point of Contact: Serve as the main liaison during implementation and post‑launch phases, providing clarity, guidance, and support.
  • Respond to escalations with a sense of urgency and ownership.
  • Document lessons learned to inform future onboarding efforts.
  • Ensure seamless handoff to support and account management teams.
• Cross‑Functional Alignment: Work closely with Product, Sales, Technical, and Support teams to resolve issues, share insights, and continuously improve customer outcomes.
  • Translate customer feedback into product enhancements.
  • Coordinate release schedules and change management activities.
  • Champion a culture of continuous improvement across teams.
• Health & Adoption Monitoring: Track customer health metrics, adoption trends, and satisfaction levels; proactively identify risks and growth opportunities.
  • Leverage analytics dashboards to surface actionable insights.
  • Segment customers by maturity and tailor engagement strategies.
  • Recommend upsell or cross‑sell opportunities based on usage patterns.
• Continuous Improvement: Champion initiatives that refine customer experience, streamline implementation processes, and boost operational efficiency.
  • Identify bottlenecks and propose process automation.
  • Develop best‑practice playbooks for onboarding and success management.
  • Measure impact of improvements through key metrics.
• Team Leadership & Culture: Mentor and coach team members, fostering a customer‑centric mindset and collaborative spirit.
  • Conduct regular one‑on‑ones and skill‑building workshops.
  • Encourage knowledge sharing and peer learning.
  • Model the values of empathy, accountability, and continuous growth.

Essential Qualifications

• Minimum 3–5 years of experience in Customer Success, Product Implementation, Project Management, Consulting, or Account Management within a SaaS or technology‑driven environment.
  • Demonstrated ability to manage complex, multi‑phase projects.
  • Experience working with cross‑functional teams in a fast‑paced setting.
• Proven track record of delivering measurable business outcomes through end‑to‑end onboarding and adoption programs.
  • Examples of increased NPS, reduced churn, or accelerated ROI.
  • Quantifiable impact on customer revenue or usage metrics.
• Strong stakeholder management and relationship‑building skills, with the ability to influence at all levels.
  • Experience engaging C‑suite executives and technical leads.
  • Track record of building trust and driving consensus.
• Robust project management and organizational capabilities, including proficiency with tools such as Asana, Jira, or Trello.
  • Ability to create detailed project plans, risk registers, and status reports.
  • Experience with Agile or Waterfall methodologies.
• Analytical mindset: ability to interpret data, identify trends, and translate insights into actionable strategies.
  • Proficiency with data visualization tools like Tableau or Power BI.
  • Experience building dashboards for customer health and adoption.
• Excellent written and verbal communication, presentation, and facilitation skills.
  • Comfortable delivering executive‑level presentations.
  • Strong storytelling ability to convey complex concepts simply.
• Problem‑solving orientation with a focus on continuous improvement and operational excellence.
  • Track record of identifying root causes and implementing sustainable fixes.
  • Experience driving process re‑engineering initiatives.
• Bachelor’s degree in Business, Marketing, Technology, or a related field.
  • Advanced degrees or certifications are a plus.
• Hands‑on experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot).
  • Ability to configure workflows, automate tasks, and generate insights.
• Project Management certification (PMP, Prince2, or equivalent) is a plus.
  • Demonstrates commitment to professional standards and best practices.

Preferred Qualifications

• Experience in the healthcare or pharmaceutical industry, with a deep understanding of regulatory and compliance considerations.
  • Knowledge of HIPAA, FDA, or other relevant frameworks.
• Background in implementing complex, multi‑module solutions for enterprise customers.
  • Experience managing large, distributed teams across multiple time zones.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) to drive customer insights.
  • Ability to build predictive models or dashboards for adoption forecasting.
• Experience leading remote or distributed teams.
  • Proficiency with virtual collaboration tools and remote team dynamics.
• Fluency in additional languages is an advantage in a global customer base.
  • English is required; Spanish, French, or Mandarin are highly valued.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strategic thinking combined with meticulous execution.
• Strong analytical and problem‑solving abilities.
• Excellent communication, negotiation, and presentation skills.
• Adaptability and resilience in fast‑paced, evolving environments.
• Team‑player who thrives in collaborative, cross‑functional settings.
• Proficiency in project management tools (e.g., Asana, Jira, Trello) and CRM systems.
• Data‑driven decision making with a focus on metrics such as NPS, CSAT, adoption rates, and churn.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding programs that accelerate your learning curve and immerse you in our culture.
• Mentorship from senior leaders across product, sales, and operations, providing guidance and career coaching.
• Paid certifications and training courses in project management, data analytics, and customer success best practices.
• Internal mobility pathways that allow you to explore roles in product management, sales engineering, or operations.
• Regular knowledge‑sharing sessions, hackathons, and innovation challenges that keep you at the cutting edge.

Work Environment & Culture at brighthush

Our culture is built on three pillars: innovation, collaboration, and well‑being. We encourage curiosity, celebrate experimentation, and reward ideas that drive real impact. As a remote team, we rely on transparent communication, trust, and a shared commitment to our mission. You’ll find:

• Weekly virtual town halls and cross‑departmental roundtables that keep everyone aligned.
• Open‑door policies that empower employees to voice ideas and concerns.
• Flexible work hours that respect personal commitments and promote work‑life balance.
• Regular team‑building events, both virtual and in‑person, to strengthen relationships.
• Wellness initiatives, including virtual fitness classes, mental health resources, and wellness stipends.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to customer success metrics.
• Health, dental, and vision insurance plans with generous coverage.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Paid time off (PTO), sick leave, and paid parental and caregiver leave.
• Comprehensive wellness program: mental health resources, virtual fitness classes, and wellness stipends.
• Retirement savings plan with company match.
• Professional development stipend and tuition reimbursement.
• Employee assistance program (EAP) and behavioral health support.
• Employee resource groups, mentorship programs, and volunteer opportunities.

How to Apply

Ready to make a difference in the lives of patients and healthcare professionals? Submit your application through the link below and join a team that values innovation, collaboration, and customer success.

Apply to brighthush Today

Closing Statement

At brighthush, we’re not just building products; we’re building futures. As a Remote Product Implementation & Customer Success Lead, you’ll be at the forefront of that mission, ensuring that every customer’s journey is smooth, successful, and transformative. If you’re passionate about driving adoption, fostering lasting relationships, and delivering measurable value, we want to hear from you. Join us and help shape the next generation of healthcare innovation.