Senior Vice President – Payer Customer Success & Expansion Leader: AI‑Powered Health Plan Strategy, Retention, and Growth at brighthush

About brighthush

brighthush is a pioneering health‑tech startup that blends cutting‑edge artificial intelligence with deep industry expertise to transform how health plans, managed care organizations, and pharmacy benefit managers operate. Since our founding in 2023, we have built an AI‑driven platform that automates prior authorizations, powers real‑time clinical decision support, and elevates member engagement—all while maintaining the highest standards of patient safety and regulatory compliance.

With a lean, high‑impact team of 51‑200 professionals, brighthush is headquartered in Palo Alto, California, but our culture is truly global. We operate as a fully remote organization, welcoming top talent from across the United States and beyond. This flexibility allows our team members to work from anywhere while fostering a collaborative, data‑driven, and innovation‑centric environment.

Why Join brighthush?

• Impact at Scale – Your work will directly influence the health outcomes of millions of patients and the operational efficiency of leading health plans.
• Remote Flexibility – Work from anywhere in the U.S. with a fully supported remote infrastructure and a culture that values work‑life balance.
• Equity & Growth – As a founding‑stage company, we offer meaningful equity, competitive health benefits, and a clear path for career advancement.
• Innovative Culture – We champion curiosity, data‑driven decision making, and cross‑functional collaboration. Your ideas will shape product roadmaps and go‑to‑market strategies.
• Learning & Development – Access to industry conferences, internal knowledge sharing, and continuous learning resources to keep you at the forefront of payer technology.

Role Overview

As the Senior Vice President of Payer Customer Success & Expansion, you will be the strategic leader responsible for building, scaling, and operating a world‑class payer customer success organization. You will partner with senior executives across Product, Engineering, Clinical, and Sales to ensure that brighthush’s AI solutions deliver measurable value to health plans, PBMs, and other payer entities. Your focus will be on retention, expansion, satisfaction, and the creation of a sustainable, high‑performance customer success culture.

Key Responsibilities

• Team Leadership & Growth – Recruit, onboard, mentor, and develop a high‑velocity payer CS team, including executives, technical specialists, and implementation experts. Create scalable processes that enable rapid scaling while maintaining excellence.
• Strategic Vision – Design and execute a comprehensive payer customer success strategy aligned with brighthush’s mission and business objectives. Tailor the strategy to the unique operating models, regulatory environment, and success metrics of health plans and managed care organizations.
• Executive Relationship Management – Build and nurture trusted relationships with health plans, managed care organizations, PBMs, and other payer entities at both executive and operational levels. Position brighthush as a strategic partner in value‑based care and operational transformation initiatives.
• Revenue & Retention Leadership – Drive customer retention and expansion across payer use cases (utilization management, member engagement, care management, prior authorization). Identify upsell and cross‑sell opportunities while maintaining strong net revenue retention (NRR).
• Voice of the Payer – Serve as the payer customer advocate within brighthush, collaborating with Product, Engineering, and Clinical teams to channel payer feedback into product evolution and go‑to‑market strategy.
• Metrics & Analytics – Implement and refine customer success metrics and processes tailored to payer KPIs (HEDIS/STARS performance, medical loss ratio, member satisfaction, per‑member‑per‑month cost trends, operational efficiency gains). Use data to inform strategy and decision‑making.
• Escalation & Issue Resolution – Act as the escalation point for complex payer customer issues, ensuring timely and effective resolution while navigating payer organizational structures and compliance requirements.
• Ecosystem Navigation – Understand and navigate payer ecosystem complexities, including regulatory requirements (CMS, NCQA, state Department of Insurance), delegated arrangements, network management, and claims/benefits administration workflows. Position our solutions as aligned with payer strategic priorities.

Essential Qualifications

• Bachelor’s degree from an accredited university.
• 10–15 years of progressive experience in customer success, account management, or related leadership roles within the payer/health plan industry, with 7+ years in customer‑facing leadership positions.
• Proven track record driving customer success in B2B SaaS or healthcare technology companies serving payer organizations, with demonstrated ability to hit KPIs and drive revenue growth.
• Deep understanding of the payer/health plan ecosystem, including managed care operations, utilization management, care management, claims processing, network management, and regulatory frameworks (CMS, NCQA, state Department of Insurance).
• Experience working with health plan stakeholders across medical management, population health, quality, IT, and C‑suite leadership – translating between clinical, operational, and executive perspectives.
• Exceptional interpersonal and communication skills with a proven ability to influence and inspire cross‑functional teams, customers, and senior executives.
• Data‑driven mindset with hands‑on experience leveraging payer‑specific metrics and analytics (HEDIS/STARS, MLR, per‑member‑per‑month cost trends) to inform strategy and decision‑making.
• Proven experience scaling customer success teams and processes in high‑growth startup or scaling technology environments.
• Hands‑on familiarity with AI‑based solutions and their application in payer operations – prior authorization automation, member outbound engagement, clinical decision support.
• Experience with value‑based care models and payer‑provider collaboration initiatives.
• Existing relationships with senior leaders at major national and regional health plans.
• Track record building customer success organizations from the ground up in emerging categories.

Preferred Qualifications

• MBA, MHA, or advanced degree in Business, Healthcare Administration, or a related field.
• Demonstrated thought leadership in the payer industry, including speaking at major payer conferences (AHIP, RISE, AMCP) or industry forums.
• Experience with regulatory compliance and quality metrics in the health plan space.
• Strong network within the payer ecosystem and ability to leverage those relationships for business development.

Skills & Competencies

• Strategic Thinking & Execution
• Team Building & Leadership
• Customer‑Centric Mindset
• Data Analysis & KPI Management
• Cross‑Functional Collaboration
• Regulatory & Compliance Knowledge
• Communication & Influence
• Problem‑Solving & Decision Making
• Change Management & Scalability

Career Growth & Learning Opportunities

At brighthush, your career trajectory is directly tied to the impact you create. As VP of Customer Success, you will:

• Shape the future of payer technology and influence industry standards.
• Lead a high‑visibility, cross‑functional team that drives revenue and customer satisfaction.
• Gain exposure to senior leadership, including the CEO, CTO, and Chief Medical Officer.
• Participate in industry conferences, panel discussions, and thought‑leadership initiatives.
• Receive mentorship from seasoned executives and access to executive‑level training programs.
• Earn equity that reflects your contribution to the company’s growth.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and continuous improvement. Our remote culture is supported by:

• Weekly all‑hands meetings to keep everyone aligned.
• Monthly hackathons and innovation sprints to foster creativity.
• Open‑door policy for ideas and feedback.
• Flexible work hours and a focus on outcomes over hours.
• Regular virtual team‑building events and wellness programs.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive total compensation package that typically includes:

• Base salary commensurate with industry standards for senior leadership in health‑tech.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Significant equity stake to align your success with the company’s long‑term value.
• Comprehensive health insurance (medical, dental, vision).
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible vacation policy.
• Professional development budget for conferences, courses, and certifications.
• Wellness stipend and access to virtual fitness and mental health resources.

How to Apply

Ready to lead the next wave of payer customer success? Submit your resume and a cover letter that highlights your experience in the payer space, your leadership philosophy, and why you’re excited about brighthush’s mission. We look forward to exploring how you can help us transform patient care through AI.

Apply now and join a team that is redefining the future of healthcare.