Strategic Enterprise Customer Success Manager – Healthcare Quality & Digital Health Solutions

About brighthush

brighthush is a trailblazing force in the digital health ecosystem, redefining how patients, providers, employers, and health plans connect and collaborate. By seamlessly integrating cutting‑edge diagnostics, pharmacy services, and telehealth platforms, we empower millions to access personalized care, streamline workflows, and achieve measurable health outcomes. Our mission is simple yet ambitious: to transform the patient experience and elevate the quality of care across the entire healthcare continuum.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven culture that thrives on innovation, data‑driven decision making, and a relentless focus on patient value. We celebrate diversity, encourage continuous learning, and reward bold ideas that push the boundaries of what’s possible in healthcare. Whether you’re a seasoned industry veteran or an emerging leader, you’ll find a supportive environment that nurtures growth, offers meaningful impact, and rewards excellence.

Role Overview

We are seeking a highly strategic, client‑centric leader to manage our most complex enterprise relationships while owning the strategy and execution of our quality improvement programs. In this hybrid role, you will serve as a trusted executive partner to enterprise clients and drive measurable outcomes on key clinical quality measures such as HEDIS, STAR, and other population health metrics.

Key Responsibilities

• Enterprise Account Management
  • Lead and nurture trusted relationships with C‑suite executives and key decision‑makers across health plans, employers, and large healthcare systems.
  • Act as the primary point of contact for all inquiries, escalations, and strategic discussions, ensuring alignment between product value and business objectives.
  • Oversee the full customer lifecycle—from strategic onboarding to retention—providing technical support, resolving issues, and guaranteeing product functionality meets specifications.
  • Serve as the voice of the customer, collaborating with Product and Engineering to enhance reliability and incorporate enterprise feedback.
  • Identify and secure upsell and cross‑sell opportunities, driving revenue growth while maximizing client satisfaction.
  • Track, analyze, and report on key metrics (recurring revenue, margins, satisfaction scores) to proactively identify risks and lead data‑backed escalation resolutions.
• Quality Improvement Programs
  • Lead cross‑functional initiatives focused on closing care gaps, improving member engagement, and delivering measurable outcomes for health plan and employer clients.
  • Develop, optimize, and execute gap‑closure plans, setting annual quality improvement objectives and performance targets.
  • Design and implement member outreach campaigns (call center, SMS, digital, mail) to drive completion rates for HEDIS and STAR measures.
  • Build KPI dashboards and executive reporting, turning data into actionable recommendations each quarter.
  • Stand up repeatable playbooks for new quality measures as CMS/NCQA requirements evolve.
• Process & Program Operations
  • Develop scalable, repeatable operational processes that improve efficiency and completion rates.
  • Identify technology enhancements and automation opportunities to streamline workflows.
  • Implement best practices and continuous improvement methodologies across the organization.
• Financial Management
  • Develop business cases and ROI models for quality improvement initiatives.
  • Manage program budgets, vendor relationships, and contract renewals.

Essential Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or a related field.
• 5+ years of experience in Healthcare Operations or Customer Success, preferably within digital health or pharmacy.
• 3+ years leading HEDIS, STAR, population health, or quality improvement programs.
• Proven success managing complex enterprise relationships, including C‑suite engagement.
• Deep understanding of NCQA and CMS quality measures and their lifecycle.
• Strong technical aptitude for troubleshooting complex systems and applications.
• Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Strategic thinker with a customer‑centric mindset and a holistic view of program impact.
• Analytical mindset with proficiency in data analysis, trend identification, and executive reporting.
• Experience leading cross‑functional teams in a matrixed environment.
• Ability to thrive in a fast‑paced, dynamic environment while managing multiple high‑priority accounts.

Preferred Experience

• Direct experience closing HEDIS or STAR care gaps at scale.
• Designing or running member outreach campaigns across multiple channels.
• Managing contract renewals, SLAs, and escalations with enterprise health plan or employer clients.
• Familiarity with quality measure lifecycle management (retirement, specification updates, new rollouts).
• Experience navigating both the clinical/quality side and the commercial/account side of a healthcare business.

Skills & Competencies

• Leadership & Influence – inspire cross‑functional teams and build trust with senior stakeholders.
• Strategic Planning – translate business goals into actionable quality improvement roadmaps.
• Data‑Driven Decision Making – leverage analytics to drive performance and ROI.
• Customer Advocacy – champion client needs and translate feedback into product enhancements.
• Project Management – deliver complex initiatives on time and within budget.
• Adaptability – navigate evolving regulations, market dynamics, and technology landscapes.
• Communication – articulate complex concepts clearly to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as expansive as the solutions we deliver. You’ll have the chance to:

• Progress into senior leadership roles such as Director of Enterprise Success or VP of Customer Experience.
• Lead cross‑regional initiatives, expanding your influence across the national healthcare market.
• Participate in executive‑level strategy sessions, shaping the future of digital health.
• Access continuous learning programs, including certifications in population health, data analytics, and leadership development.
• Collaborate with global teams, gaining exposure to international healthcare ecosystems.

Work Environment & Culture

brighthush fosters a culture of collaboration, transparency, and innovation. Our hybrid work model offers flexibility while encouraging face‑to‑face collaboration in our vibrant offices. We celebrate achievements, support mental and physical well‑being, and provide a safe space for ideas to flourish.

Compensation & Benefits

Competitive base salary ranging from $108,800 to $136,000, with commission eligibility and performance‑based incentives. Additional benefits include:

• Comprehensive health plans (medical, dental, vision) with multiple provider options.
• 401(k) retirement savings plan with company match.
• Life, accidental death, and disability insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Commuter benefits and paid time off (flexible vacation, sick leave, 10 paid holidays, floating holidays).
• Paid parental leave (8 weeks for eligible employees, additional for birthing parents) and caregiver leave.
• Monthly Lifestyle Spending Account allowance.
• Employee assistance program, legal insurance, and supplemental health benefits (e.g., fertility medication discount).

Location & Travel

Remote‑first with the flexibility to work from any of the 50 states. Travel may be required for client engagements and internal meetings.

How to Apply

Ready to make a tangible impact on healthcare quality and patient outcomes? Join brighthush and lead the next wave of digital health innovation. Submit your application today and become part of a team that values expertise, creativity, and a passion for improving lives.