Manager, Customer Success

Let's talk about 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 Manager, Customer Success plays a critical leadership role within the Customer Success organization. Reporting to the Director of Customer Success, this role is responsible for leading and mentoring the Customer Success Manager (CSM) and Customer Success Specialist teams. The Manager, Customer Success ensures consistent execution of customer engagement strategies, drives adoption of Brightree solutions, supports operational excellence across the team, and actively works to grow revenue and mitigate risk. The Manager plays an active role in engaging with strategic customers across a broad scope of initiatives.

Let's talk about Responsibilities:

• Executive‑level point of escalation for strategically significant customers.
• Build and maintain strong relationships with healthcare providers, enterprise clients, and internal leaders to support adoption, retention, and satisfaction.
• 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
• Owns escalation path for CSM and Specialist-managed accounts, responding with urgency and clarity
• Lead Staff Development
• Leads and develops the Customer Success Manager and Specialist teams to drive customer ROI and satisfaction
• Coaches team members to identify and mitigate customer risk and promote long-term engagement while maintaining low churn levels
• Lead, mentor, and coach a team of individual contributors to achieve performance targets and long‑term career growth.
• Provides performance feedback and career development guidance to team members
• Expansion & Revenue Retention
• Team execution of expansion goals and maintaining best in class net revenue retention
• Implement processes and tools to support scalable customer success practices through multiple pathways; in-person, virtually and digitally.
• Execution & Monitoring of Resmed Strategy and SOPs
• Implement clear team and individual goals that align with company goals, objectives, KPIs, and operating rhythms to monitor team performance and drive accountability.
• Partners with the Director of Customer Success to align team goals with broader organizational objectives
• Supports execution of strategies to increase adoption and optimize customer operations
• Execution and monitoring of SOPs to verify consistency in customer experience
• Collaborate with cross-functional teams to ensure alignment on customer priorities and initiatives
• Travels up to 40% overnight based on business needs

Let's talk Qualifications & 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 4 years of HME experience required
• Minimum 4 years of related experience leading customer-facing teams
• 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
• 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. 

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: 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), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: $112,000 - $168,000

​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.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.