Strategic Vice President of Customer Success & Expansion – Championing Net Revenue Retention, Enterprise & Specialty Growth in Healthcare SaaS at brighthush

About brighthush

brighthush is more than a SaaS company; it is a catalyst for the next wave of healthcare innovation. By fusing cutting‑edge data science with clinical practice, we empower health systems, specialty practices, medical device manufacturers, and professional societies to capture, analyze, and act on patient‑reported outcomes and real‑world evidence. Our flagship platforms—ClinicalPRO, ResearchPRO, and DataPRO—deliver value‑based analytics, post‑market surveillance, and research‑grade data infrastructure that accelerate clinical trials, streamline regulatory compliance, and ultimately improve patient outcomes on a global scale.

Founded on a foundation of relentless curiosity, cross‑functional collaboration, and a shared commitment to measurable impact, brighthush has evolved into a fast‑moving, mission‑driven organization that prizes innovation, transparency, and purpose. We believe that data should drive decisions, ideas should shape product roadmaps, and every line of code should translate into tangible benefits for clinicians, researchers, and patients alike.

Why brighthush?

At brighthush, you will join a team that is redefining how healthcare organizations harness data. Our culture is built on:

• Innovation at Scale: We encourage experimentation, rapid iteration, and the deployment of solutions that matter.
• Data‑Driven Decision Making: Every strategy, product enhancement, and customer interaction is informed by robust analytics.
• Impact‑Focused Mission: Your work directly influences patient outcomes and the future of clinical research.
• Collaborative Environment: Ideas are judged on merit, not tenure, fostering a flat hierarchy where every voice is heard.
• Work‑Life Balance: Remote‑first flexibility, generous paid time off, and a supportive wellness program keep our teams energized and engaged.

About the Role

We are seeking a visionary leader to serve as the Vice President of Customer Success & Expansion. This is not a conventional Customer Success role; it is a commercial leadership position that owns net revenue retention (NRR), expansion ARR, and the strategic account program across our entire customer base. You will build a CS‑as‑Revenue operating model, drive expansion in both enterprise and specialty practice segments, and partner closely with our sales organization to create a seamless commercial pod that spans the entire customer lifecycle.

Key Responsibilities

• Own NRR & Expansion ARR – Set ambitious targets, track progress, and exceed the primary commercial metrics for the organization, ensuring every customer interaction contributes to revenue growth.
• Lead Three High‑Impact Teams – Oversee CS Enterprise (health systems & strategic partners), CS Specialty Practice (specialty practices), and Outcomes Research & Registries (provider, MedTech, societies).
• Drive Personal Expansion Quota – Manage your own expansion targets and design incentive plans for Customer Success Managers (CSMs) that align with ARR growth.
• Strategic Account Leadership – Own the strategic account program: executive relationship management, multi‑year expansion planning, and Executive Business Review (EBR) cadence.
• Build CS‑as‑Revenue Operating Model – Develop playbooks, tooling, metrics, and team structure that position CS as a growth engine rather than a cost center.
• Commercial Pod Collaboration – Partner with the VP of Provider Sales to align coverage of enterprise and specialty accounts from sale through expansion.
• Execute Enterprise/Specialty Bifurcation – Implement differentiated service models, CSM ratios, and segment‑specific expansion plays.
• Team Development & Retention – Coach and mentor leaders across CS Enterprise, CS Specialty, and Outcomes Research & Registries; build a high‑performing, data‑driven culture.
• FY2027 Headcount & Capacity Planning – Own the headcount plan, capacity modeling, and resource allocation to support growth objectives.

Essential Qualifications

• 8+ years of progressive experience in Customer Success, Account Management, or commercial CS leadership within B2B SaaS or health technology.
• Demonstrated success in personally owning and exceeding expansion quotas, with a proven track record of driving NRR above 120%.
• Experience building CS‑as‑Revenue models, including CSM incentive design, expansion playbooks, and tech‑touch at scale.
• Deep understanding of health system and clinical technology purchasing cycles, renewal, and expansion dynamics.
• Leadership of teams comprising 10+ individuals, including CS Directors or senior individual contributors.
• Proficiency with brighthush CRM and a data‑driven approach to account health, forecasting, and expansion planning.
• Willingness to travel up to 50% to meet with key customers and partners.

Preferred Qualifications

• Experience managing dual‑track models (Enterprise & Specialty) with differentiated service approaches.
• Background in outcomes research, registries, or post‑market surveillance within the healthcare sector.
• Strong strategic partnership experience with senior executives in health systems and specialty practices.
• Track record of scaling customer success organizations in a high‑growth SaaS environment.
• Advanced analytical skills and comfort with data visualization tools (e.g., Tableau, Power BI).

Key Skills & Competencies

• Strategic Vision – Ability to translate customer insights into actionable growth strategies.
• Commercial Acumen – Deep understanding of revenue drivers, pricing models, and contract negotiations.
• Leadership & Coaching – Proven ability to inspire, develop, and retain high‑performing teams.
• Data‑Driven Decision Making – Mastery of analytics to forecast expansion, measure success, and iterate playbooks.
• Customer‑Centric Mindset – Passion for delivering value and building long‑term relationships with customers.
• Cross‑Functional Collaboration – Experience working closely with Sales, Product, Finance, and Operations.
• Change Management – Skilled at driving organizational change and scaling processes.

Career Growth & Learning Opportunities

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

• Shape the future of our customer success organization and influence product roadmap decisions.
• Collaborate with executive leadership to define company‑wide growth strategies.
• Mentor and develop the next generation of customer success leaders.
• Participate in industry conferences, thought‑leadership panels, and professional development programs.
• Access internal learning resources, including advanced analytics training, leadership workshops, and health‑tech certifications.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and impact. Our team operates in a collaborative, flat‑hierarchy environment where ideas are judged on merit, not tenure. We celebrate diversity, encourage continuous learning, and prioritize work‑life balance. Our remote‑first approach, combined with occasional in‑office gatherings, ensures flexibility while maintaining strong team cohesion.

Compensation & Benefits

While specific figures vary based on experience, the compensation package for this role includes:

• Competitive base salary aligned with industry standards for senior SaaS leadership.
• Performance‑based bonus tied to NRR, expansion ARR, and strategic account milestones.
• Equity options that reflect your contribution to brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Generous paid time off, flexible work arrangements, and a generous parental leave policy.
• Professional development budget and access to industry conferences.
• Wellness programs, mental health resources, and a supportive employee assistance program.

How to Apply

Ready to lead brighthush’s customer growth engine and make a measurable impact on patient outcomes? Submit your application through our careers portal or reach out directly to our recruiting team. We look forward to exploring how your vision and expertise can help us accelerate growth and deliver unparalleled value to our customers.

Join brighthush and be part of a mission‑driven team that is reshaping healthcare outcomes, one data point at a time.