Senior Strategic Customer Success Manager – Healthcare SaaS Solutions & Client Relationship Growth Leader (US‑Remote) – Champion Adoption, Retention, Impact & Long‑Term Value Creation

About brighthush – Revolutionizing Healthcare with Intelligent Software

At brighthush, we are on a bold mission to elevate the standard of care worldwide. Trusted by more than 10,000 healthcare organizations, our intelligent SaaS platform empowers providers to deliver safer, higher‑quality patient experiences while streamlining operations, reducing risk, and driving measurable outcomes. With a workforce of over 2,000 dedicated professionals, brighthush blends cutting‑edge technology, deep industry expertise, and a relentless focus on people‑first care.

Our culture is built on collaboration, curiosity, and continuous improvement. We champion diversity, inclusion, and employee wellness, believing that a thriving team creates the best solutions for our customers. As we expand our Customer Success (CS) organization, we invite passionate, data‑driven leaders to shape the future of healthcare delivery.

Why This Role Matters

The Senior Strategic Customer Success Manager you will become is the trusted advisor who ensures that every brighthush client extracts maximum value from our suite of solutions. You will partner with new and existing healthcare organizations to accelerate adoption, improve satisfaction, and safeguard long‑term relationships that translate into better patient outcomes and sustained business growth.

Key Responsibilities

• Strategic Relationship Building: Cultivate and maintain deep, long‑term partnerships with senior stakeholders, becoming the go‑to expert on brighthush’s value proposition.
• Onboarding & Implementation: Lead the end‑to‑end onboarding journey for new accounts, coordinating cross‑functional teams to ensure a smooth transition from sales to success.
• Success Planning: Co‑create data‑driven success plans with account teams, defining clear objectives, milestones, and KPIs that align with each client’s mission.
• Health Monitoring & Analytics: Track account health scores, CSAT, NPS, and usage metrics; analyze trends to proactively address risks and uncover upsell opportunities.
• Adoption & Enablement: Deliver tailored training, webinars, and best‑practice workshops; share actionable usage insights that drive higher adoption rates.
• Renewal Management: Partner with the Relationship Management team to orchestrate seamless renewal cycles, addressing escalations and ensuring contract extensions.
• Feedback Loop: Serve as the voice of the customer within brighthush, relaying product feedback, feature requests, and market insights to product and engineering teams.
• Travel & On‑Site Engagement: Conduct up to 25% travel across North America for strategic on‑site visits, executive briefings, and industry events.

Essential Qualifications

• Minimum 3 years of proven success in a Customer Success role within the healthcare SaaS space.
• Demonstrated ability to improve customer satisfaction metrics (CSAT, NPS) and drive measurable adoption growth.
• Strong analytical mindset with experience turning usage data into actionable business insights.
• Excellent communication skills—both written and verbal—with the ability to tailor messaging to diverse healthcare audiences.
• Track record of building long‑term, trust‑based relationships with senior healthcare leaders.
• Comfortable working in a fast‑paced, evolving environment and collaborating across product, sales, and support teams.
• Willingness and ability to travel up to 25% within North America.

Preferred Qualifications & Nice‑to‑Haves

• Experience with enterprise healthcare platforms, electronic health records (EHR), or risk‑management solutions.
• Familiarity with CRM and CS tools such as Salesforce, Gainsight, or HubSpot.
• Background in change management or organizational adoption methodologies (e.g., ADKAR, Prosci).
• Professional certifications in Customer Success, Project Management, or Healthcare IT.
• Multilingual abilities, especially Spanish or French, to support diverse client bases.

Core Skills & Competencies

• Data‑Driven Decision Making: Ability to interpret dashboards, usage logs, and health scores to guide strategic actions.
• Strategic Thinking: Vision to align client goals with brighthush’s roadmap, creating win‑win scenarios.
• Empathy & Active Listening: Deep understanding of the pressures faced by clinicians, administrators, and IT teams.
• Presentation & Storytelling: Craft compelling narratives that illustrate ROI and impact.
• Problem Solving: Proactively identify obstacles, propose solutions, and drive resolution across internal teams.
• Collaboration: Work seamlessly with Sales, Product, Engineering, and Marketing to deliver a unified customer experience.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders shaping the nascent CS organization.
• Continuous learning budgets for certifications, conferences, and online courses.
• Clear promotion pathways—from Individual Contributor to Senior Manager, Director of Customer Success, and beyond.
• Opportunities to lead cross‑functional initiatives, such as product beta programs or customer advisory boards.
• Exposure to a global customer base, expanding your expertise across varied healthcare systems and regulatory environments.

Work Environment & Culture at brighthush

We believe that a flexible, inclusive, and supportive workplace fuels innovation. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through regular virtual huddles, quarterly in‑person retreats, and collaborative digital workspaces. brighthush’s core values—Integrity, Impact, Innovation, and Inclusion—guide every interaction, ensuring you feel respected, heard, and motivated.

Key cultural highlights include:

• Wellness First: Comprehensive mental‑health resources, virtual fitness classes, and a generous PTO policy.
• Diversity & Inclusion: Employee resource groups, inclusive hiring practices, and ongoing bias‑training.
• Recognition Programs: Quarterly awards, peer‑to‑peer shout‑outs, and performance‑based bonuses.
• Community Impact: Volunteer days and partnerships with nonprofit health organizations.

Compensation, Perks & Benefits

While exact salary ranges are tailored to experience, successful candidates can expect a competitive base salary, performance‑based incentives, and a comprehensive benefits package that includes:

• Medical, dental, and vision coverage.
• Life and disability insurance.
• 401(k) plan with company match.
• Generous paid time off, paid holidays, and sick leave.
• Remote‑work stipend for home‑office setup.
• Professional development budget and tuition reimbursement.
• Employee assistance program and wellness resources.

Commitment to Equality & Accessibility

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, age, gender, national origin, disability, or any other protected characteristic. We strive to provide reasonable accommodations for qualified individuals with disabilities and ensure that our hiring process is fair, transparent, and inclusive.

Apply Now

If you are ready to lead transformative customer journeys, drive adoption at scale, and help shape the future of healthcare technology, we want to hear from you. Join brighthush and become part of a team that is dedicated to improving patient outcomes worldwide.