Senior Manager, Customer Success

The Team

The Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services. Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing data-driven insights, recommendations, and best practices to support their goals. This team contributes to our overall mission of increasing adoption and optimizing HME operations thus allowing our customers to focus on patient care. Feedback from the Customer Success Team informs our product roadmap and helps align resources across Brightree towards our goal of having the most successful customers in the HME industry.

Let’s Talk About the Role

The Senior Manager, Customer Success role is central to Brightree’s ability to deliver consistent customer experience focused on increasing adoption, improving efficiency, and preventing churn. Reporting to the Head of Customer Success, this role is responsible for leading and mentoring the Senior Customer Success Manager team with an oversight of the Customer Success team. The Senior Manager is an expert at leading a highly experienced team in managing customer relationships, identifying expansion opportunities, and mitigating risk. The Senior Manager plays an active role in engaging with strategic customers across a broad scope of initiatives.

Key Accountabilities and Responsibilities

• Voice of Customer for Internal Collaboration
• Regularly interacts with executives and/or key business partners
• Engages and collaborates regularly with Executive leadership and cross-functional teams to develop and execute the overall business strategy
• Contributes to cross-functional internal programs that support the ongoing success of the business by applying broad knowledge and experience to solve complex challenges
• Looks beyond existing methodologies and own discipline to define and resolve complex problems, has in-depth knowledge of organizational objectives
• Expansion & Revenue Retention
• Identifies and implements processes and tools to support customer success at scale
• Plans and executes strategies to drive new revenue opportunities within existing customer base
• Leads team in managing customer relationships, driving customer ROI, and managing churn
• Development of Resmed Strategy and SOPs
• Implements organization strategies through the effective direction and management of employees and resources
• Focuses on the development and implementation of strategic and operational objectives that help achieve organizational mission
• Lead Staff Development
• Provides leadership to managers, supervisors and/or professional roles
• Responsible to lead and mentor large number of employees including those with highly technical responsibilities
• Manage and Execute Customer Negotiations & Escalations
• Successfully employs special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization
• Owes escalation path for high touch client relations, responding with urgency, clarity, competence, and swift fulfilment of service requests
• Deeply understands HME industry and operations
• Travels up to 65% overnight based on business needs

Qualifications and Experience

• Ideal candidates bring a blend of healthcare domain expertise and business experience, with a passion for transforming platform adoption and outcomes through technology.
• Minimum 8 years of HME experience required
• Minimum 12 years of related experience leading customer-facing teams
• Experience leading teams of 15+ P&L Management Experience
• Blend of Sales and Operational leadership experience
• Experience leading multiple teams simultaneously, with cross functional team leadership experience
• Proven ability to coach and mentor a team with various experience levels
• Demonstrated versatility
• Proven success in executing change management initiatives and driving measurable results. Proven ability to manage multiple priorities and respond with urgency to customer needs
• Strong interpersonal and communication skills
• Demonstrated versatility and problem-solving ability
• Maintains strong understanding of HME industry trends and customer needs
• Industry relationships with customers, partners, and advocacy groups a plus
• Bachelor’s degree in business, education, nursing, healthcare administration, or a related field. Equivalent experience or certifications will be considered
• Proficiency in Microsoft tools, Salesforce, Gainsight, and other platforms
• Experience working with Brightree software and services
• Software implementation experience recommended
• Professional demeanor and commitment to excellence in conduct and appearance
• Self-directed, motivated, resourceful learner with strong dedication and commitment level to the tasks at hand
• Outstanding presentation, written, and verbal communication skills
• Ability to work in a fast paced, high-pressure environment on a high performing and dynamic team

Benefits

• Comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance
• Sleep care management
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Commuter benefits
• 401(k)
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Tuition assistance

Pay

A reasonable estimate of the current base range for this position is: $130,000 - $161,000

Remote Work

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.