Strategic Head of Customer Success & Client Experience – Driving Retention, Adoption, and Growth in Healthcare Technology at brighthush

About brighthush

brighthush is a trailblazing healthcare technology company dedicated to transforming how providers deliver care. With a mission to empower hospitals, health systems, physician practices, and community clinics, we build cloud‑based analytics, revenue cycle management, and population health solutions that drive measurable outcomes. Our culture is built on curiosity, collaboration, and a relentless focus on patient and provider success. As we expand our footprint across the United States, we are looking for a visionary leader to helm our Customer Success organization and ensure every client achieves lasting value from our platform.

Why This Role Matters

In the fast‑moving world of healthcare technology, the difference between a satisfied customer and a loyal partner often hinges on the quality of the post‑sale experience. The Head of Customer Success will be the strategic steward of that experience, shaping how we onboard, engage, and grow our client base. By aligning cross‑functional teams—Sales, Product, Technology, Operations, and Executive Leadership—you will create a seamless journey that turns first‑time users into long‑term advocates.

Key Responsibilities

• Strategic Leadership: Design and execute a forward‑looking customer success strategy that drives client satisfaction, retention, adoption, and account expansion across the entire lifecycle.
• Team Development: Recruit, mentor, and empower a high‑performing Customer Success and Implementation team, fostering a culture of continuous learning and accountability.
• Performance Management: Define, track, and report on KPIs such as Net Promoter Score, churn rate, adoption velocity, and renewal margin. Use data to inform decisions and celebrate wins.
• Executive Relationship Building: Serve as the primary point of contact for C‑suite stakeholders, building trust and ensuring that brighthush’s solutions are aligned with their strategic goals.
• Process Optimization: Develop scalable onboarding, implementation, and escalation workflows that can grow with our expanding client base.
• Cross‑Functional Collaboration: Partner with Sales to identify upsell opportunities, with Product to advocate for feature enhancements, and with Operations to streamline delivery.
• Insights & Continuous Improvement: Analyze customer data, identify trends, and translate insights into actionable initiatives that improve service delivery and client outcomes.
• Stakeholder Reporting: Prepare executive‑level presentations on customer health, strategic initiatives, and ROI, providing clear recommendations for leadership.
• High‑Priority Issue Resolution: Lead the resolution of critical client concerns, turning challenges into opportunities for improvement.
• Other Duties: Participate in company‑wide initiatives, represent brighthush at industry events, and contribute to thought leadership in customer success.

Essential Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Management, Communications, or a related field.
• Minimum of seven (7) years of progressive leadership experience in customer success, account management, or client services within the healthcare technology space.
• Proven track record of building and scaling customer success teams, driving retention, and increasing adoption rates.
• Experience developing and executing customer success strategies, performance metrics, and scalable operational processes.
• Strong background in managing executive‑level client relationships and influencing cross‑functional teams.
• Deep understanding of healthcare provider environments—including hospitals, health systems, physician practices, and community clinics.
• Proficiency in leveraging healthcare analytics, performance measures, and data‑driven insights to improve client outcomes.

Preferred Experience & Skills

• Background in SaaS, revenue cycle management, population health, or healthcare analytics.
• Familiarity with quality improvement, supply chain, clinical, operational, or financial analytics solutions.
• Leadership experience in implementation, onboarding, professional services, or customer‑facing operations teams.
• Demonstrated success in driving client retention, growth, and account expansion strategies.
• Advanced analytical skills with the ability to interpret complex customer success and healthcare performance metrics.
• Proficiency with CRM and customer success platforms (e.g., Gainsight, Totango, HubSpot). Experience with Microsoft Office Suite, especially Excel, PowerPoint, and Teams.
• Strong understanding of healthcare data privacy, security, and regulatory requirements, including HIPAA.

Core Competencies

• Strategic Vision: Ability to translate business goals into actionable customer success plans.
• Leadership & Coaching: Talent for building high‑performing teams and fostering a culture of growth.
• Data‑Driven Decision Making: Expertise in turning metrics into insights and actions.
• Communication: Exceptional verbal and written communication skills, capable of engaging stakeholders at all levels.
• Problem Solving: Proactive approach to identifying and resolving complex client challenges.
• Collaboration: Proven ability to work effectively across Sales, Product, Technology, and Operations.
• Customer‑Centric Mindset: Passion for delivering outstanding client experiences and measurable value.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the healthcare landscape. As Head of Customer Success, you will:

• Lead a high‑impact function that directly influences revenue and market share.
• Collaborate with senior executives, gaining exposure to strategic decision‑making.
• Drive innovation by shaping product roadmaps based on real‑world client feedback.
• Participate in industry conferences, webinars, and thought‑leadership panels.
• Access a robust learning ecosystem, including leadership development programs, certifications, and mentorship opportunities.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative culture. While the role is fully remote, we value occasional in‑person gatherings to strengthen team cohesion and celebrate milestones. Our environment is characterized by:

• Transparent communication and open feedback loops.
• A focus on work‑life balance, with generous paid time off and flexible scheduling.
• A commitment to diversity, equity, and inclusion—ensuring every voice is heard.
• Access to cutting‑edge tools and technology that empower you to deliver exceptional client outcomes.

Compensation & Benefits

We offer a competitive base salary range of $100,000–$120,000 annually, complemented by a performance‑based bonus program. In addition, you will receive:

• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• 19 days of paid time off per year, plus 10 company holidays.
• Paid parental and family leave.
• Life and disability insurance.
• Access to employee assistance programs and wellness resources.
• Professional development budget and tuition reimbursement.
• Flexible work arrangements, including remote work and occasional travel (up to 10% of the time).

Travel Requirements

While the position is fully remote, you may be required to attend in‑person meetings, team gatherings, or organizational events several times per year. Advance notice will be provided, and attendance is expected.

Equal Opportunity & Inclusion

brighthush is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or veteran status. As a federal contractor, brighthush complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action. We are dedicated to creating a fair, inclusive, and merit‑based workplace.

Accommodation Statement

If you need reasonable accommodation to apply for this position, please contact our recruiter. We are committed to ensuring a smooth application process for all candidates.

Pay Transparency Statement

brighthush posts compensation ranges and benefits for all open roles. The base compensation range for this position is $100,000–$120,000 annually, plus a comprehensive benefits package. Compensation offered will depend on factors including experience, skills, geographic location, and internal equity. brighthush does not retaliate against employees or applicants for discussing compensation.

Benefits Statement

brighthush offers a comprehensive and competitive benefits package designed to support the health, wellbeing, and financial security of our employees. Benefits include medical, dental, and vision coverage; retirement savings plans with company contributions; paid time off and company holidays; paid parental and family leave; and access to employee assistance and wellness resources. Additional benefits include life and disability insurance, professional development opportunities, and flexible work arrangements.

Learn More About brighthush

Visit to discover our mission, products, and the impact we’re making in healthcare.

Apply Today

Ready to lead the next wave of customer success at brighthush? and help shape clarity, confidence, and better outcomes across healthcare.