Strategic Enterprise Customer Success Manager – Pharmacy & Healthcare Solutions – Driving Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a trailblazer in the pharmacy and healthcare technology space, dedicated to transforming medication management through cutting‑edge robotics, intelligent software, and expert services. Since 1992, we have partnered with hospitals, health systems, and pharmacy chains to deliver outcomes‑centric solutions that streamline operations, enhance patient safety, and unlock new revenue streams. Our mission is simple yet powerful: Outcomes. Defined and Delivered. We thrive on innovation, collaboration, and a relentless focus on the needs of our customers.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, forward‑thinking team that values curiosity, integrity, and a passion for making a real difference in healthcare. We champion an inclusive culture where every voice is heard, and we invest heavily in professional development, wellness programs, and sustainability initiatives. As a Customer Success Manager, you’ll play a pivotal role in shaping the future of pharmacy technology, building lasting partnerships, and driving measurable value for our enterprise customers.

Position Overview

The Strategic Enterprise Customer Success Manager is a key player in our Customer Success organization, reporting directly to the Director of Customer Success. This role focuses on nurturing and expanding relationships with our largest pharmacy chains, health systems, and buying groups. You will act as both a trusted advisor to our customers and a champion of their needs within brighthush, ensuring seamless adoption of our solutions, proactive risk mitigation, and continuous growth opportunities.

Key Responsibilities

• Customer Relationship Leadership: Own end‑to‑end relationships with enterprise accounts, engaging stakeholders from pharmacy managers to C‑suite executives.
• Retention & Growth Strategy: Analyze business needs, monitor adoption metrics, and identify risks that could impact renewal or expansion.
• Engagement Cadence: Design and execute a structured communication plan—weekly check‑ins, monthly business reviews, quarterly strategic sessions, and annual executive briefings.
• Consultative Enablement: Guide customers on best practices, share actionable insights from usage data, and help them unlock deeper value from brighthush solutions.
• Upsell & Expansion Partner: Collaborate with Sales to surface upsell opportunities, craft joint business cases, and secure approval for new initiatives.
• Cross‑Functional Collaboration: Coordinate with Operations, Training, Marketing, Product, Support, Engineering, IT, Finance, and Sales to ensure flawless rollout and ongoing success.
• Voice of the Customer: Capture feedback, translate it into product enhancements, and advocate for customer priorities across the organization.
• Issue Escalation & Resolution: Monitor customer health scores, intervene early, negotiate timelines, and drive resolution across internal teams.
• Thought Leadership: Deliver presentations, demos, site visits, and quarterly business reviews that showcase ROI and strategic impact.
• Advocacy & Evangelism: Identify and nurture customer advocates for testimonials, case studies, references, and community events.
• Performance Metrics: Meet or exceed quota attainment, account strategy development, revenue retention, and customer reference goals.

Essential Qualifications

• Associate Degree or equivalent professional experience.
• Minimum 3 years in Customer Success, Account Management, or a related role.
• Proven experience managing large enterprise accounts in the pharmacy or healthcare sector.
• Strong communication skills—both written and verbal—across all organizational levels.
• Highly organized, detail‑oriented, and adept at managing multiple priorities.
• Empathetic, positive attitude with a genuine desire to help customers succeed.

Preferred Qualifications

• Bachelor’s Degree in Business, Healthcare, or a related field.
• 5+ years of managing SaaS customer relationships, preferably in pharmacy or health system environments.
• Experience as a business manager in a retail pharmacy or health system pharmacy, working with vendors that provide communication and patient‑centric solutions.
• Track record of supporting revenue growth and identifying upsell opportunities.
• Basic Salesforce proficiency and data‑driven mindset.
• Ability to influence diverse stakeholders and build trust across departments.
• Strong analytical, quantitative, and problem‑solving skills.
• Excellent organizational, time‑management, and multitasking abilities.
• Self‑motivated, adaptable, and comfortable in a fast‑paced, evolving environment.

Skills & Competencies

• Strategic Thinking & Business Acumen
• Customer Advocacy & Relationship Building
• Data Analysis & KPI Tracking
• Project Management & Cross‑Functional Leadership
• Presentation & Storytelling
• Negotiation & Conflict Resolution
• Change Management & Adoption Enablement
• Technical Fluency with SaaS Platforms
• Collaboration & Teamwork
• Continuous Learning & Curiosity

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we deliver. As a Customer Success Manager, you’ll have the chance to:

• Progress to Senior Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product roadmaps and go‑to‑market strategies.
• Participate in leadership development programs, mentorship, and industry conferences.
• Gain exposure to emerging technologies such as AI‑driven pharmacy automation and predictive analytics.
• Contribute to brighthush’s ESG and sustainability initiatives, aligning business success with social impact.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere while staying connected to a vibrant, collaborative team. We celebrate diversity, foster inclusion, and encourage open dialogue. You’ll find a culture that rewards innovation, recognizes achievements, and supports work‑life balance through flexible schedules, wellness resources, and a generous vacation policy.

Compensation & Benefits

We offer a competitive base salary of $80,000, complemented by a variable incentive plan that can bring your total earnings to $150,000 OTE. In addition, you’ll enjoy:

• Health, dental, and vision insurance with generous coverage.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee wellness program, including mental health resources.
• Annual company retreats and team‑building events.
• Equity opportunities for high‑performing team members.

How to Apply

If you’re ready to drive customer success, build lasting partnerships, and shape the future of pharmacy technology, we want to hear from you. Submit your application through our careers portal and join a team that’s redefining healthcare outcomes.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.