Customer Success Manager

Help customers unlock more value from every patient interaction. Join Brightree as a Customer Success Manager and become a trusted advisor to healthcare providers who rely on our solutions to streamline operations and focus on delivering exceptional patient care. In this role, you’ll partner with customer leaders to understand their business goals, identify opportunities for improvement, and help drive measurable outcomes through effective adoption of Brightree products and services.

Your expertise in HME operations, process improvement, and customer engagement will directly influence customer success, retention, and long‑term growth while supporting our mission to change 500 million lives by 2030.

• Partner with executive stakeholders to align business goals, define success strategies, and ensure customers achieve meaningful value from Brightree solutions.
• Monitor customer performance and risk indicators, proactively addressing challenges to improve retention and customer outcomes.
• Manage multiple customer relationships simultaneously, driving projects, communication, and action plans that support long‑term success.
• Identify opportunities to expand product adoption and align additional solutions with customer business objectives.
• Lead quarterly and annual business reviews that provide strategic insights, actionable recommendations, and measurable value.
• Assess operational workflows and system utilization to recommend improvements that increase efficiency, ROI, and overall adoption.
• Facilitate customer working sessions to gather business and technical requirements that support enhanced functionality and business performance.
• Research, troubleshoot, and resolve customer questions and complex issues through effective collaboration and problem‑solving.
• Stay current on industry trends, regulatory updates, and Brightree product capabilities to provide relevant guidance and best practices.
• Identify customer risks early and appropriately escalate barriers to ensure strong customer engagement and successful outcomes.

• Experience in HME and/or Home Infusion operations management.
• Experience driving business process improvement and operational efficiency initiatives.
• Hands‑on experience using the Brightree Business Management Solution.
• Ability to build relationships with customer leaders and communicate strategic recommendations with confidence and credibility.
• Strong consultative, presentation, and communication skills.
• Experience with software implementations, workflow analysis, and process optimization.
• Understanding of medical insurance billing and reimbursement processes involving providers, patients, and insurance carriers.
• Strong problem‑solving, conflict resolution, active listening, and organizational skills.
• Ability to manage multiple priorities in a fast‑paced, collaborative environment.
• Proficiency with Microsoft Excel, Word, PowerPoint, and Outlook.
• Bachelor’s degree in Business, Finance, Information Technology, or a related field, or equivalent financial and business acumen.
• Ability to travel domestically up to 20‑30%.

• Experience in a Customer Success or Account Management role supporting strategic customer relationships.
• Experience managing and resolving customer escalations for large, regional, or multi‑product accounts.
• Infusion pharmacy experience.
• Experience using Gainsight.
• Demonstrated success leading organizational or operational change initiatives.

• Strategic Thinker — You connect day‑to‑day activities with broader business outcomes and customer goals.
• Customer Advocate — You build trust through accountability, responsiveness, and a genuine commitment to customer success.
• Proactive Problem Solver — You identify risks early and take action…