Senior Vice President of Customer Success & Global Expansion – B2B SaaS Healthcare Technology Leader (Remote) – Driving Retention, Upsell, and Customer Experience Excellence at brighthush

About brighthush

brighthush is not just a software company; we are the architects of the next wave of healthcare transformation. By weaving artificial intelligence, predictive analytics, and a member‑centric design philosophy into a single, cloud‑native platform, we empower health plans, payers, and providers to deliver value faster, smarter, and more sustainably. Our solutions span real‑time claims processing, personalized care pathways, and revenue‑cycle optimization, making us a trusted partner for organizations that want to move beyond legacy systems and embrace a future where data drives outcomes.

Why brighthush is a Game‑Changer

In an era where data is the new currency, brighthush offers a unique blend of technology, insight, and empathy. We build ecosystems that enable payers to navigate complex regulatory landscapes, optimize reimbursement models, and deliver personalized care at scale. Trusted by leading health plans, insurers, and provider networks across North America, Europe, and Asia, our solutions translate into measurable improvements in health outcomes, cost savings, and member satisfaction. Our technology sits at the heart of the digital transformation sweeping the healthcare sector, and we are proud to be the catalyst that turns data into action.

Position Overview

We are looking for a visionary Senior Vice President of Customer Success who will lead our global customer success organization, scale high‑performing teams, and drive retention and expansion across our B2B SaaS portfolio. In this role, you will partner closely with product, sales, and executive leadership to ensure our customers achieve measurable success and become passionate advocates for brighthush. Your strategic vision will shape the customer experience, influence product roadmaps, and accelerate our global expansion into new payer markets.

Key Responsibilities

• Strategic Leadership: Define and execute a comprehensive customer success strategy that aligns with brighthush’s business goals and market positioning. Translate corporate vision into actionable plans that drive customer value and revenue growth.
• Team Building & Development: Recruit, mentor, and retain top talent across Customer Success, Onboarding, and Support functions; foster a culture of high performance, accountability, and continuous improvement. Lead talent development programs, coaching, and succession planning.
• Retention & Expansion: Drive customer retention rates above industry benchmarks and identify upsell/cross‑sell opportunities that contribute to revenue growth. Implement proactive churn‑prevention initiatives and renewal strategies.
• Payer Strategy Development: Design and implement payer‑centric success programs that address unique regulatory, operational, and financial challenges. Collaborate with the product team to tailor solutions for specific payer segments.
• Data‑Driven Decision Making: Leverage analytics to monitor key metrics (NPS, churn, adoption, expansion), generate actionable insights, and report progress to executive leadership. Build dashboards and reporting frameworks that enable real‑time decision making.
• Customer Advocacy: Champion the voice of the customer within brighthush, ensuring product roadmaps reflect real‑world needs and pain points. Serve as the primary liaison between customers and product, marketing, and engineering teams.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Finance to align go‑to‑market strategies and optimize the customer journey. Facilitate joint planning sessions and cross‑departmental initiatives.
• Operational Excellence: Implement scalable processes, tools, and best practices that support rapid growth and high‑quality service delivery. Drive continuous improvement in service delivery models, knowledge management, and automation.
• Travel & Representation: Represent brighthush at industry conferences, client meetings, and partner events (25‑40% travel). Serve as a thought leader and brand ambassador in payer and health tech communities.

Essential Qualifications

• Bachelor’s degree in Business, Health Informatics, or a related field.
• 10–15 years of progressive experience in customer success or account management within the payer/health plan sector.
• 7+ years of customer‑facing leadership, preferably managing teams of 30+ across multiple regions.
• Proven track record of scaling CS organizations in a B2B SaaS environment.
• Deep understanding of payer workflows, regulatory compliance, and reimbursement models.
• Strong analytical mindset with experience using data to drive strategy and operational improvements.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to thrive in a fast‑paced, remote‑first culture.

Preferred Qualifications

• Advanced degree (MBA, MPH, or similar) or relevant certifications (CSM, CSPO).
• Experience leading CS initiatives for AI‑driven health tech solutions.
• Track record of building customer success frameworks that support both retention and expansion.
• Fluency in additional languages spoken by key payer markets.
• Experience with global teams and multi‑currency operations.

Core Skills & Competencies

• Strategic Vision: Ability to translate business objectives into actionable CS strategies.
• Leadership & Coaching: Proven talent for developing high‑performing teams and fostering a culture of growth.
• Customer‑Centric Mindset: Deep empathy for payer challenges and a passion for delivering measurable outcomes.
• Data Analytics: Proficiency in using dashboards, CRM, and analytics tools to monitor performance.
• Change Management: Skilled at driving adoption of new processes and technologies across distributed teams.
• Financial Acumen: Understanding of revenue metrics, margin drivers, and cost‑control initiatives.
• Collaboration: Ability to work cross‑functionally with product, sales, marketing, and finance.
• Communication: Clear, persuasive, and adaptable communication style for diverse audiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. As Senior Vice President of Customer Success, you will:

• Lead a high‑visibility function that directly impacts company revenue and market reputation.
• Collaborate with the executive team on strategic initiatives, gaining exposure to product development, go‑to‑market strategy, and corporate governance.
• Access continuous learning resources, including industry conferences, advanced analytics workshops, and leadership development programs.
• Shape the future of healthcare technology and influence the industry at large.
• Earn equity and performance‑based bonuses that align your success with the long‑term value of brighthush.

Work Environment & Culture

brighthush is committed to creating an inclusive, collaborative, and innovative workplace. Key cultural pillars include:

• Remote‑First Flexibility: Work from anywhere in the U.S. with a fully supported home‑office setup.
• Diversity & Inclusion: A workforce that reflects the communities we serve, with active employee resource groups and inclusive hiring practices.
• Continuous Feedback: Regular 1:1s, performance reviews, and peer feedback loops to promote growth.
• Wellness & Work‑Life Balance: Comprehensive health benefits, mental health resources, and generous paid time off.
• Community Impact: Volunteer opportunities and partnerships with local health initiatives.
• Innovation Hub: Access to cutting‑edge tools, sandbox environments, and a culture that encourages experimentation.

Compensation & Perks

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with senior leadership roles in the SaaS and healthcare tech sectors.
• Performance‑based bonus structure tied to customer retention, expansion, and overall company growth.
• Equity options that align your success with the long‑term value of brighthush.
• Health, dental, and vision insurance, along with a 401(k) plan with company match.
• Unlimited paid time off and flexible scheduling to support work‑life harmony.
• Professional development stipend and access to industry conferences.
• Technology stipend for home‑office equipment and high‑speed internet.
• Wellness stipend covering gym memberships, meditation apps, and mental health support.

Application Process

Ready to take the next step in your career? We encourage you to submit a detailed resume and a cover letter that highlights:

• Your most impactful customer success initiatives and the measurable results achieved.
• Examples of how you have built and scaled high‑performing teams in a remote or hybrid environment.
• Specific strategies you have employed to drive retention, expansion, and customer advocacy.
• Any experience you have with AI‑driven health tech solutions or global payer ecosystems.

Once we review your application, a member of our talent acquisition team will reach out to schedule a preliminary conversation. The interview process will include a mix of virtual meetings with key stakeholders, a case study presentation, and a final executive round to assess cultural fit and strategic vision.

Ready to Make an Impact?

If you are a seasoned customer success leader with a passion for healthcare innovation, a data‑driven mindset, and a proven ability to scale teams, we want to hear from you. Join brighthush and help shape the future of payer technology while building a career that rewards your expertise, creativity, and commitment to excellence.