Senior Strategic Customer Success Manager – Championing Adoption, Revenue Expansion, and Clinical Impact for Healthcare SaaS Platforms at brighthush

About brighthush

brighthush is at the forefront of transforming patient care through the fusion of advanced technology and the expertise of physical therapists, occupational therapists, and allied health professionals. Our cloud‑based platform is engineered to streamline clinical workflows, capture real‑time progress, and deliver actionable insights—all while maintaining strict compliance with evolving regulatory standards such as HIPAA, GDPR, and the latest healthcare data privacy laws. With a rapid growth trajectory and a culture rooted in curiosity, collaboration, and relentless customer focus, brighthush is the place where technology meets tangible patient impact.

Why This Role Matters

As a Senior Strategic Customer Success Manager at brighthush, you become the linchpin that connects our innovative software to the daily realities of clinicians and administrators. Your influence extends from the first onboarding call to the final quarterly business review, ensuring that every client not only adopts our platform but also realizes measurable improvements in patient outcomes and operational efficiency. In this role, you will:

• Own the full customer lifecycle, driving adoption, expansion, and advocacy.
• Translate clinical objectives into actionable success plans that align with business goals.
• Advocate for clients within brighthush, shaping product roadmaps and feature priorities.
• Leverage data to demonstrate ROI, inform strategy, and secure upsell opportunities.

Key Responsibilities

1. End‑to‑End Onboarding & Enablement

• Lead the seamless transition from sales to implementation, ensuring new clients hit the ground running.
• Design and deliver customized training—virtual or in‑person—tailored to each client’s workflow and clinical goals.
• Develop and maintain success playbooks, knowledge bases, and onboarding modules that reflect best practices in physical therapy and healthcare technology.
• Collaborate with Product to embed new feature releases into onboarding content, ensuring clients always receive the most up‑to‑date experience.
• Measure onboarding success through adoption metrics, user satisfaction scores, and early ROI indicators.

2. Client Relationship Stewardship

• Serve as the primary point of contact for assigned accounts, building trust with stakeholders at all levels.
• Conduct regular business reviews, capturing feedback, measuring satisfaction, and identifying upsell opportunities.
• Maintain a deep understanding of each client’s clinical workflows, pain points, and strategic objectives.
• Proactively communicate status updates, milestones, and potential risks to both clients and internal teams.
• Facilitate quarterly health check‑ins that align client goals with platform capabilities.

3. Proactive Issue Resolution & Adoption Optimization

• Partner closely with Sales, Support, and Product to resolve client issues before they impact adoption.
• Monitor usage analytics and engagement metrics to spot trends, flag anomalies, and recommend corrective actions.
• Facilitate cross‑functional “client health” meetings to align on priorities and deliver solutions.
• Document root causes and best‑practice solutions in the knowledge base for future reference.
• Champion a culture of continuous improvement by iterating on support processes and tooling.

4. Client Voice & Product Alignment

• Act as the client advocate within brighthush, providing actionable feedback to Product and Engineering.
• Translate clinical requirements into product enhancements, ensuring new features meet real‑world needs.
• Champion user‑centric design and usability improvements across the platform.
• Participate in beta testing and feature validation sessions with key clients.
• Build a robust feedback loop that informs roadmap decisions and prioritization.

5. Data‑Driven Tracking & Reporting

• Define, track, and report on key success metrics (e.g., NPS, adoption rates, clinical outcome improvements).
• Create monthly dashboards and executive summaries that illustrate progress and ROI for clients.
• Use data insights to inform account strategies and identify expansion opportunities.
• Present findings to both client leadership and internal stakeholders in a clear, actionable manner.
• Maintain data integrity across CRM, analytics, and reporting tools.

6. Adoption & Expansion Strategy

• Develop and execute account expansion plans, targeting new user adoption, feature utilization, and revenue growth.
• Identify cross‑sell and upsell opportunities that align with client goals and the broader brighthush roadmap.
• Collaborate with Marketing to create case studies, testimonials, and success stories that showcase client impact.
• Leverage industry events and webinars to highlight success stories and generate new leads.
• Track expansion metrics and adjust strategies based on performance data.

7. Continuous Process Improvement & Mentorship

• Follow the established CSM playbook while actively suggesting enhancements to streamline workflows.
• Participate in quarterly process reviews, contributing ideas that improve efficiency and client satisfaction.
• Mentor junior team members, sharing best practices and fostering a culture of excellence.
• Lead knowledge‑sharing sessions on emerging industry trends, new product features, and customer success methodologies.
• Champion a culture of learning and innovation across the Customer Success organization.

Essential Qualifications

• Bachelor’s degree in Healthcare, Physical Therapy, Business, or a related field.
• Minimum of 2 years of experience in Customer Success, Account Management, or a client‑facing role within a SaaS environment.
• Strong understanding of the healthcare ecosystem, including clinical workflows, regulatory compliance, and patient‑centric metrics.
• Excellent communication skills—both written and verbal—across diverse stakeholder groups.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Data‑driven mindset: ability to interpret usage analytics and translate insights into actionable plans.

Preferred Qualifications

• Clinical background as a Physical Therapist, Occupational Therapist, or other allied health professional.
• Experience working with healthcare technology solutions or electronic health record (EHR) systems.
• Prior exposure to implementing large‑scale SaaS solutions in a multi‑site or enterprise environment.
• Knowledge of HIPAA, GDPR, or other data‑privacy regulations relevant to healthcare.
• Certifications in Customer Success (e.g., SuccessHACKER, CSM) or project management (e.g., PMP, Scrum).

Core Skills & Competencies

• Strategic Thinking: Align client goals with brighthush capabilities and long‑term vision.
• Relationship Building: Cultivate trust and rapport with C‑suite executives and clinical leaders.
• Problem Solving: Apply a creative, analytical approach to diagnosing and resolving complex client challenges.
• Collaboration: Work cross‑functionally with Sales, Product, Support, and Marketing.
• Data Literacy: Extract insights from dashboards, usage reports, and survey data.
• Adaptability: Thrive in a fast‑paced, evolving environment and embrace change.
• Leadership: Mentor peers, lead initiatives, and drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared responsibility. As a Senior Strategic Customer Success Manager, you’ll benefit from:

• Annual learning budget for courses, certifications, and conferences.
• Mentorship programs pairing you with senior leaders across the organization.
• Clear career pathways to senior CSM, Director of Customer Success, or Product Management roles.
• Regular knowledge‑sharing sessions featuring industry experts, product demos, and clinical research.
• Opportunities to lead cross‑functional projects that shape the future of our platform.

Work Environment & Company Culture

Our culture is built on transparency, innovation, and a deep commitment to our clients’ success. You’ll experience:

• A flat hierarchy that encourages idea sharing and rapid decision‑making.
• Flexible work arrangements, including hybrid and remote options.
• Monthly “Health & Wellness” events, hackathons, and community outreach initiatives.
• Inclusive hiring practices that celebrate diverse backgrounds and perspectives.
• Regular town‑hall meetings where every voice is heard.
• Access to a vibrant internal community of clinicians, engineers, and strategists.

Compensation & Benefits

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

• Base salary commensurate with market rates for Customer Success roles in the healthcare SaaS space.
• Performance‑based bonuses tied to client satisfaction, retention, and expansion metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and financial wellness resources.
• Unlimited paid time off and generous parental leave policies.
• Continuous learning stipend and access to industry conferences.
• Wellness programs, mental health support, and on‑site fitness facilities (where applicable).

How to Apply

Ready to make a tangible impact on the way healthcare professionals deliver care? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Strategic Customer Success Manager role at brighthush. Even if we’re not actively hiring for this position right now, we keep a talent pool of exceptional candidates for future opportunities.

Join us in shaping the future of healthcare technology—where every client success story is a step toward healthier communities.