Senior Strategic Engagement & Customer Success Lead – Championing Account Expansion, Innovation, and Patient Outcomes in Cloud‑Native Healthcare SaaS at brighthush

About brighthush – Pioneering the Future of Healthcare Technology

brighthush is a trailblazing cloud‑native SaaS company that turns raw health data into actionable insights. We empower hospitals, research institutions, and clinical partners to accelerate clinical trials, streamline care delivery, and unlock real‑time analytics. With a relentless focus on compliance, security, and patient outcomes, we are redefining how healthcare organizations harness technology to deliver better care at scale. Our mission is simple yet profound: to make data work for patients, clinicians, and researchers so that every decision is faster, smarter, and more impactful.

Why This Role is a Game‑Changer

As the Senior Strategic Engagement & Customer Success Lead, you will be the linchpin that connects our product, our people, and our clients. You will own the full customer journey—from pilot to expansion—ensuring every stakeholder experiences measurable ROI and operational excellence. In a fast‑moving industry where the difference between a satisfied customer and a loyal advocate hinges on partnership quality, your strategic vision and execution will be pivotal.

What You’ll Do

In this role you will:

• Lead the end‑to‑end customer experience by coordinating pilots, implementations, and full‑scale rollouts.
• Drive revenue growth through consultative upsell, cross‑sell, and renewal strategies.
• Advocate for the customer within brighthush, shaping product roadmaps and service enhancements.
• Mentor and coach junior team members, fostering a culture of continuous learning.
• Represent brighthush at industry events, building brand credibility and expanding our network.

Key Responsibilities

Customer & Account Ownership

• Trusted Advisor – Serve as the primary point of contact for all post‑sale interactions, cultivating relationships with executive sponsors, operational leads, and day‑to‑day users.
• Build a deep understanding of each customer’s strategic objectives, pain points, and success metrics.
• Act as the voice of the customer within brighthush, surfacing insights that shape product development and service delivery.

Pilot Management & Implementation

• Collaborate with Account Executives to scope, execute, and evaluate pilots, defining clear success criteria and aligning stakeholders.
• Lead end‑to‑end implementation, coordinating with engineering, product, and support teams to deliver workflows, integrations, training, and launch milestones on schedule.
• Ensure pilots transition smoothly into full‑scale adoption, capturing lessons learned and refining playbooks.

Account Management & Growth

• Develop deep expertise in each customer’s goals, workflows, and pain points, proactively identifying upsell, cross‑sell, renewal, and expansion opportunities.
• Own the revenue pipeline for strategic accounts, driving growth through consultative selling and value‑based conversations.
• Collaborate with the go‑to‑market team to support renewals, expansions, vendor reviews, contracting processes, and overall customer strategy.

Customer Success Management

• Drive adoption, satisfaction, and retention by monitoring engagement metrics, surfacing risks early, and working cross‑functionally to resolve issues swiftly.
• Conduct regular Quarterly Business Reviews (QBRs) to review performance metrics, ROI, operational impact, and evolving priorities.
• Build high‑trust relationships that lead to testimonials, referrals, case studies, and long‑term partnerships.

Internal Collaboration & Advocacy

• Act as the voice of the customer internally, surfacing needs, product feedback, workflow gaps, and opportunities to improve the customer experience.
• Partner with product, engineering, marketing, and support teams to ensure a seamless, customer‑centric journey.
• Champion a culture of continuous improvement, learning, and innovation across the organization.

Essential Qualifications

• 3–6 years of experience in sales, account management, customer success, engagement management, consulting, or a related customer‑facing role.
• Proven track record managing customer relationships, commercial conversations, and account growth opportunities.
• Strong project management skills with the ability to juggle multiple customer launches, timelines, and stakeholders simultaneously.
• Comfort working with customers to understand business needs, communicate value, and guide them toward successful outcomes.
• Experience identifying upsell, cross‑sell, renewal, or expansion opportunities.
• Excellent communication and relationship‑building skills, with a consultative and customer‑first approach.
• Data‑driven mindset, able to present ROI, performance metrics, and operational outcomes clearly to customers.
• Comfort with ambiguity and fast‑moving environments; proactive, organized, and solutions‑oriented.

Preferred Qualifications

• Experience in healthcare SaaS, health information management, clinical research, care delivery, or healthcare operations.
• Experience navigating vendor review, procurement, contracting, or enterprise buying processes.
• Experience as an early member of a team, helping to test, build, and improve customer playbooks.
• 2–4 years of consulting experience (preferred but not required).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Stakeholder Management – Skilled at building relationships across all levels, from C‑suite to frontline staff.
• Analytical Acumen – Comfortable with data dashboards, KPI tracking, and translating numbers into actionable insights.
• Change Management – Experienced in guiding organizations through technology adoption and process transformation.
• Negotiation & Influence – Adept at navigating complex procurement cycles and securing renewals and expansions.
• Collaboration & Teamwork – Thrive in cross‑functional environments, working closely with product, engineering, marketing, and support.

Career Growth & Learning Opportunities

At brighthush, you will be a foundational member of a high‑growth, high‑impact team. Your work will directly influence patient access to cutting‑edge research and care, shaping the future of healthcare technology. You will:

• Lead the design and execution of customer success playbooks that become industry benchmarks.
• Own a portfolio of strategic accounts, driving revenue growth and deepening relationships.
• Collaborate with senior leadership to refine product roadmaps based on real‑world customer feedback.
• Mentor junior team members, fostering a culture of continuous learning and excellence.
• Participate in industry conferences, thought‑leadership panels, and professional development programs.
• Advance into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, agility, and a relentless focus on impact. Our culture encourages:

• Open communication across all levels, ensuring that every voice is heard.
• Data‑driven decision making, backed by robust analytics and customer insights.
• Innovation, where experimentation is celebrated and failure is viewed as a learning opportunity.
• Work‑life balance, with flexible schedules, remote options, and a supportive team environment.
• Commitment to diversity, equity, and inclusion, fostering a workplace where everyone can thrive.
• Regular hackathons, cross‑team workshops, and knowledge‑sharing sessions that keep the energy high.

Compensation & Benefits

We offer a competitive total rewards package that reflects the impact and responsibility of this role:

• Base salary range: $140,000 – $170,000, commensurate with experience.
• Performance‑based commission and bonus structure tied to customer growth and retention metrics.
• Health, dental, and vision insurance, including coverage for dependents.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget for conferences, courses, and certifications.
• Employee wellness programs, including gym memberships and mental health resources.
• Equity opportunities for senior roles, aligning your success with the company’s long‑term growth.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the healthcare ecosystem. You will:

• Work with a differentiated service that delivers real‑world traction and clear ROI.
• Help shape our customer success, account management, and go‑to‑market motion from the ground up.
• Own meaningful relationships, growth strategy, and influence the company’s trajectory.
• Be recognized for your impact on patient access to cutting‑edge research and care.
• Grow your career in a fast‑paced, high‑impact environment that rewards initiative and results.

Ready to Make an Impact?

If you are a commercially minded, customer‑focused professional who thrives in dynamic, cross‑functional settings, we want to hear from you. Bring your expertise in account management, project delivery, and strategic partnership to brighthush, and help us empower healthcare organizations worldwide.

Apply today and become a catalyst for change in the healthcare technology space.