Customer Success Manager

About The CompanyBrightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD), renowned for its innovative cloud-based patient management software solutions. As a leader in the healthcare technology industry, Brightree is committed to transforming how healthcare providers manage patient care and business operations. When you join Brightree, you become part of a forward-thinking team that drives technological innovation to improve healthcare outcomes. Our solutions empower providers to deliver better patient care while streamlining operational efficiencies. Brightree Resupply, a key division within the company, offers industry-leading software solutions for ongoing patient resupply in the durable medical equipment (DME) industry. Our dynamic team leverages cutting-edge technology to deliver exceptional service and support, making our suite of solutions unique in the marketplace. At Brightree, we believe that our people are at the core of our success, and we foster a culture of innovation, inclusion, and continuous improvement.About The RoleThe Customer Success Manager for Brightree Resupply plays a pivotal role in ensuring our clients maximize the value of our software solutions. This role involves engaging proactively with customers to understand their resupply business processes, identifying opportunities for improvement, and providing strategic guidance to enhance operational efficiency and ROI. The ideal candidate will possess a strong understanding of healthcare industry workflows, particularly within the durable medical equipment sector, and will utilize their expertise to develop tailored recommendations that foster customer success. The Customer Success Manager acts as the primary point of contact for high-touch customer care, managing relationships with a focus on satisfaction, retention, and growth. This position requires a detail-oriented, analytical thinker who is technically inclined, goal-driven, and committed to delivering exceptional service. The role involves analyzing operational data, conducting regular reviews, and collaborating with internal teams to resolve issues and implement process improvements. The successful candidate will help build sustainable resupply businesses for clients, ultimately contributing to better patient outcomes and optimized revenue streams.QualificationsMinimum 2 years of experience in the Healthcare IndustryMinimum 2 years of experience in Customer Success or related client management rolesBachelor’s degree or equivalent combination of healthcare industry education, training, and experienceUnderstanding of KPIs and their impact on revenue objectivesHands-on experience with HME Resupply programsKnowledge of IVR hosted platform systems such as Voxeo, medSage, iAssist, Heathcall, HCS, CareTouch, Noble Systems, CBM SolutionsProficiency in Microsoft Office Suite, including Excel, Access, and PowerPoint (intermediate level)Strong oral and written communication skillsAbility to work independently in a remote environmentExcellent project management and organizational skillsSelf-motivated, goal-oriented, and detail-focusedExperience with SaaS applications and performance metricsFamiliarity with healthcare regulatory standards and industry trendsResponsibilitiesServe as the primary escalation point for high-touch customer care, ensuring prompt and effective resolution of service requestsOwn and nurture client relationships, maintaining regular communication and follow-up to ensure satisfaction and successProactively monitor customer operational and financial data to identify trends, risks, and opportunities for improvementDevelop and implement action plans to achieve client-specific objectives, optimize workflows, and enhance ROIConduct monthly resupply reviews using risk management analysis, evaluating analytics, workflows, and system configurations to recommend process improvementsPerform manual data entry and data cleanup within customer databases, documenting findings clearly and communicating results effectivelyDesign and execute client-specific training and optimization projects, tailoring approaches to existing workflowsBuild and maintain strong customer relationships through consistent, high-quality communicationStay informed about industry changes, regulatory updates, and product features to provide expert guidanceIdentify opportunities for expansion and cross-selling aligned with customer goalsCollaborate with internal teams and technical support to resolve contractual, service, and system issuesGenerate reports on customer satisfaction, service levels, and operational performance to inform continuous improvement initiativesBenefitsCompetitive salary and performance-based incentivesComprehensive health insurance plans including medical, dental, and vision coverageRetirement savings plans with company matchFlexible work arrangements and remote work opportunitiesProfessional development and continuous learning programsGenerous paid time off and holiday leaveInclusive and diverse workplace culture that values individual contributionsOpportunities for career advancement within a global healthcare technology leaderEqual OpportunityBrightree is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status in accordance with applicable laws.