Strategic Customer Success Manager – Enterprise Healthcare Solutions & Growth Champion at brighthush

About brighthush

brighthush is a trailblazer in the service commerce space, redefining how businesses and professionals connect through a suite of cloud‑based, end‑to‑end SaaS solutions. With a global footprint that spans the U.S., Canada, the U.K., Jordan, New Zealand, and Australia, we empower over 745,000 customers to deliver seamless, data‑driven experiences across Home & Field Services, Health Services, and Wellness industries. Our mission is simple yet powerful: to digitally transform the service economy by providing intuitive, scalable platforms that simplify operations, boost revenue, and elevate customer satisfaction.

Why brighthush?

At brighthush, we believe that success is a partnership. Our culture is built on innovation, collaboration, and a relentless focus on customer outcomes. We celebrate diversity, encourage continuous learning, and reward bold ideas that drive real impact. Whether you’re a seasoned industry veteran or a rising star, you’ll find a place where your voice matters, your growth is supported, and your work directly shapes the future of service commerce.

Role Overview

As a Strategic Customer Success Manager at brighthush, you will be the trusted advisor for our largest and most complex healthcare accounts. You’ll own the entire customer lifecycle—from onboarding to expansion—ensuring that our platform delivers measurable value, drives adoption, and fuels revenue growth. Your strategic insight, data‑driven approach, and executive‑level communication skills will be critical in building long‑term partnerships and turning customers into advocates.

Key Responsibilities

• Portfolio Management: Lead a portfolio of 10–20 enterprise healthcare accounts, acting as the primary point of contact for executive stakeholders and operational leaders.
• Strategic Success Planning: Design and execute customized success plans that align with each client’s business objectives, ensuring platform adoption, workflow optimization, and tangible ROI.
• Executive Relationship Building: Cultivate trusted relationships with C‑suite executives, clinical directors, and technical leads, positioning yourself as a strategic partner who understands their vision and challenges.
• Business Reviews: Conduct regular Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to showcase performance metrics, ROI, and future roadmap alignment.
• Account Health & Risk Management: Monitor product usage, support tickets, and customer sentiment to proactively identify risks and develop mitigation strategies that enhance retention.
• Expansion & Upsell: Identify cross‑sell and upsell opportunities within existing accounts, collaborating closely with Sales to align expansion strategies with customer goals.
• Voice of the Customer: Partner with Product, Engineering, and Leadership to advocate for customer needs, influence roadmap priorities, and champion feature enhancements.
• Change Management: Guide customers through product updates, new feature releases, and change management initiatives, ensuring smooth adoption and maximum utilization.
• Cross‑Functional Coordination: Work with Implementation, Support, Product, and Sales teams to deliver a seamless experience across the entire customer lifecycle.
• Escalation Ownership: Own executive escalations, coordinating cross‑functional resolution plans and maintaining customer confidence during critical incidents.
• Data Analysis & Insight: Leverage customer data, health scores, and KPIs to uncover trends, demonstrate value, and recommend best practices for continuous improvement.
• Product Expertise: Maintain deep knowledge of brighthush’s healthcare suite—DrChrono, iSalus, CollaborateMD, Updox, and MDTec—and translate that expertise into actionable insights for clients.

Essential Qualifications

• Bachelor’s degree preferred; advanced degree a plus.
• 7+ years of Customer Success experience, preferably in SaaS or health‑tech environments.
• Proven track record of managing renewals, cross‑sell, and expansion initiatives that drive revenue.
• Experience building and executing success plans that align with business goals.
• Strong consultative and discovery skills—able to uncover deep customer needs and translate them into strategic solutions.
• Proficiency in creating and using playbooks to scale success motions across a portfolio.
• Comfortable navigating organizational change and guiding teams through new ways of working.
• Experience transitioning from reactive to proactive CS models.

Preferred Qualifications & Additional Qualities

• Executive presence with the ability to engage VP/C‑suite stakeholders confidently.
• Data‑driven mindset: adept at using health scores, usage data, and KPIs to inform strategy.
• Background in behavioral health or broader healthcare—understanding of clinical workflows and regulatory landscapes.
• Experience influencing product roadmap through customer advocacy and feedback loops.
• Strong cross‑functional collaboration skills—effective partnership with Sales, Product, and Support.
• Natural mentor or coach, capable of elevating team thinking and sharing best practices.

Skills & Competencies

• Strategic Thinking & Visioning
• Relationship Management & Stakeholder Engagement
• Data Analysis & Insight Generation
• Project & Change Management
• Communication & Presentation (executive level)
• Problem Solving & Decision Making
• Collaboration & Team Leadership
• Adaptability & Resilience in Fast‑Paced Environments

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the industry we serve. As a Strategic Customer Success Manager, you’ll have the chance to:

• Lead high‑impact initiatives that shape the future of healthcare SaaS.
• Mentor junior CS team members, fostering a culture of continuous improvement.
• Participate in cross‑functional leadership forums, influencing product strategy and market positioning.
• Access to a robust learning ecosystem—online courses, certifications, and industry conferences—supported by a generous learning stipend.
• Progression pathways into Senior Customer Success Leadership, Customer Experience Strategy, or Product Management roles.

Work Environment & Company Culture

brighthush thrives on a distributed, inclusive culture that values flexibility, transparency, and collaboration. Whether you’re working from a bustling office in Denver, a quiet home office in Seattle, or a remote location across the globe, you’ll find:

• Flexible work arrangements—remote, hybrid, or in‑office—tailored to your lifestyle.
• Regular virtual town halls and regional meet‑ups to foster community and knowledge sharing.
• A culture of psychological safety where ideas are welcomed, experimentation is encouraged, and failures are treated as learning opportunities.
• Commitment to diversity, equity, and inclusion—our teams reflect the communities we serve.
• Employee resource groups and mentorship programs that support personal and professional growth.

Compensation & Benefits

On‑Target Earnings (OTE): $80,000 – $100,000 base salary plus variable commission components tailored to performance and market. Final offers consider location, experience, and expertise.

Benefits Package

• Comprehensive health, dental, and vision coverage with an annual wellness stipend.
• 401(k) plan with up to 4% match and immediate vesting.
• Flexible Time Off (FTO) policy—take the time you need to recharge.
• Employee Stock Purchase Program—own a piece of brighthush’s success.
• Professional development stipend—invest in courses, certifications, and conferences.
• Unlimited learning resources—access to industry-leading platforms and internal knowledge bases.
• Regular team‑building events, both virtual and in‑person, to strengthen collaboration.

How to Apply

Ready to make a tangible impact in the healthcare SaaS space? Join brighthush and help us shape the future of service commerce. Submit your application today and let’s explore how your expertise can drive success for our most valued clients.