Strategic Enterprise Customer Success Manager – Driving Adoption, Retention, and Growth for brighthush Solutions
About brighthush
brighthush is a trailblazing leader in the healthcare technology space, delivering innovative, cloud‑based solutions that empower pharmacies, health systems, and buying groups to streamline operations, enhance patient care, and unlock new revenue streams. With a mission to transform the way healthcare providers manage medication workflows, brighthush combines cutting‑edge software with a customer‑centric philosophy that places partnership and value creation at the heart of everything we do.
Our culture is built on collaboration, curiosity, and a relentless focus on outcomes. We celebrate diversity, encourage continuous learning, and reward bold ideas that push the boundaries of what’s possible in healthcare technology. As we expand our footprint across the United States and beyond, we’re looking for passionate, results‑driven professionals who want to make a tangible impact on the lives of our customers and the communities they serve.
Role Overview
As a Strategic Enterprise Customer Success Manager at brighthush, you will be the trusted advisor and internal advocate for our most valuable enterprise customers. You’ll own the end‑to‑end customer journey, ensuring that each client realizes maximum value from our suite of solutions, achieves their business objectives, and becomes a long‑term partner. Your influence will span across sales, product, engineering, support, and operations, driving cross‑functional collaboration that fuels customer success and business growth.
Why This Role Matters
- Directly shape the customer experience for large pharmacy chains, health systems, and buying groups.
- Serve as the bridge between customer needs and product evolution, ensuring that our roadmap reflects real‑world impact.
- Own retention, expansion, and renewal metrics that drive revenue and strategic growth.
- Champion a culture of continuous improvement, data‑driven decision making, and proactive risk mitigation.
Key Responsibilities
- Build and nurture strategic relationships with senior stakeholders—from pharmacy managers to C‑suite executives—establishing trust and positioning yourself as a go‑to partner.
- Drive adoption and value realization by mapping customer journeys, identifying adoption gaps, and designing tailored enablement plans that accelerate ROI.
- Implement a cadence of engagement—weekly check‑ins, monthly business reviews, quarterly strategic sessions—to keep the partnership dynamic, transparent, and forward‑looking.
- Act as a consultative partner, translating complex product capabilities into actionable insights that align with each customer’s unique goals.
- Identify and pursue expansion opportunities—upsells, cross‑sell, and new feature adoption—collaborating with Sales to craft compelling business cases.
- Coordinate solution roll‑outs across internal teams (Operations, Training, Marketing, Product, Support, Engineering, IT, Finance, Sales) to ensure seamless delivery and adoption.
- Serve as the voice of the customer within brighthush, surfacing insights, advocating for enhancements, and driving continuous improvement.
- Escalate and resolve customer issues promptly, negotiating realistic timelines and ensuring accountability across teams.
- Lead customer presentations, demos, and site visits, showcasing success stories and reinforcing the strategic value of brighthush solutions.
- Cultivate customer advocacy through testimonials, case studies, and reference programs that amplify brand credibility.
- Achieve and exceed quota, retention, and growth targets, contributing to the overall health of the enterprise portfolio.
Essential Qualifications
- Associate Degree or equivalent professional experience.
- Minimum of 3 years in Customer Success, Account Management, or a related role within a SaaS or technology environment.
- Proven experience working with large enterprise customers, preferably in pharmacy operations or a related healthcare setting.
- Exceptional communication skills—written, verbal, and presentation—accompanied by a highly organized, collaborative, and detail‑oriented work style.
- Track record of building and maintaining relationships while mitigating churn and driving engagement and renewals.
- Empathetic, positive attitude with a genuine desire to help customers achieve their goals.
Preferred Qualifications
- Bachelor’s Degree in Business, Healthcare, or a related field.
- 5+ years managing customer or account relationships in SaaS solutions.
- 2+ years as a business manager in a retail pharmacy or health system pharmacy, working with vendors that provide communications and patient‑centric solutions.
- Experience supporting revenue projections and identifying sales opportunities for solution expansion.
- Basic proficiency in Salesforce or a similar CRM platform.
- Ability to influence diverse groups across departments and geographies.
- Strong analytical, quantitative, and problem‑solving skills.
- Excellent organizational, time‑management, and multitasking abilities.
- Self‑motivation, adaptability, and a proven track record of thriving in fast‑paced, evolving environments.
Skills & Competencies
- Strategic Thinking & Business Acumen
- Customer Advocacy & Relationship Management
- Data‑Driven Decision Making
- Cross‑Functional Collaboration
- Project Management & Prioritization
- Presentation & Storytelling
- Change Management & Adoption Enablement
- Negotiation & Conflict Resolution
- Continuous Improvement Mindset
Career Growth & Learning Opportunities
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