Strategic Customer Success Manager – Driving Adoption, Growth, and Clinical Impact in Healthcare SaaS Solutions

About brighthush

At brighthush, we’re redefining how healthcare professionals harness technology to deliver better patient outcomes. Our cloud‑based platform empowers physical therapists, clinicians, and allied health teams to streamline workflows, track progress, and unlock actionable insights—all while staying compliant with the latest regulatory standards. We’re a fast‑growing, mission‑driven company that values curiosity, collaboration, and a relentless focus on customer success. If you’re passionate about bridging the gap between cutting‑edge software and real‑world clinical practice, brighthush is the place to bring your expertise to life.

Why Join brighthush?

As a Customer Success Manager at brighthush, you’ll be the heartbeat of our client relationships. You’ll partner with therapists, administrators, and executive teams to ensure they not only adopt our platform but also achieve measurable health outcomes for their patients. In this role, you’ll:

• Own the end‑to‑end customer journey from onboarding to expansion.
• Translate clinical goals into actionable success plans.
• Advocate for your clients inside the organization, shaping product roadmaps.
• Drive adoption metrics that directly influence revenue and retention.

We offer a culture of continuous learning, a flat hierarchy that encourages initiative, and a competitive benefits package that supports both your professional and personal growth.

Key Responsibilities

1. Onboarding, Training, and Enablement

• Lead the full onboarding lifecycle for new clients, ensuring a smooth transition from sales to implementation.
• Design and deliver customized virtual and in‑person training sessions tailored to each client’s workflow and clinical objectives.
• Develop and maintain success playbooks, knowledge bases, and training materials that reflect best practices in physical therapy and healthcare technology.
• Collaborate with the Product team to create onboarding modules that align with new feature releases.

2. Client Relationship Management

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

3. Proactive Communication & Issue Resolution

• 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.

4. Advocacy & Product Alignment

• Act as the client voice within brighthush, providing actionable feedback to the Product and Engineering teams.
• Translate clinical requirements into product enhancements, ensuring that new features meet real‑world needs.
• Champion user‑centric design and usability improvements across the platform.

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.

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.

7. Continuous Process Improvement

• 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.

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: Ability to align client goals with brighthush capabilities and long‑term vision.
• Relationship Building: Proven track record of cultivating trust and rapport with C‑suite executives and clinical leaders.
• Problem Solving: Creative, analytical approach to diagnosing and resolving complex client challenges.
• Collaboration: Comfortable working cross‑functionally with Sales, Product, Support, and Marketing.
• Data Literacy: Skilled at extracting insights from dashboards, usage reports, and survey data.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
• Leadership: Mentors peers, leads initiatives, and drives continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Success Manager, you’ll have access to:

• 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.

Work Environment & Company Culture

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

• 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.

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.

How to Apply

If you’re ready to make a tangible impact on the way healthcare professionals deliver care, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the 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.