Customer Success Manager at Bright.md
Portland, OR, US
We're making healthcare better. Bright.md helps primary care providers deliver remarkably efficient remote care, increasing provider capacity by up to 30%, efficiency by as much as 90%, and margins by 5x. We're looking for a Customer Success Manager who’s excited to join our diverse, creative, high-performing team that helps transform healthcare by supporting major health delivery systems with the implementation and optimization of our software.
 
Overview
You’ll be working with a great team of people, with a product that’s truly making a difference - and we want you to enjoy it. We'll provide a compassionate, innovative, happy place to work, and support you in developing your interests and skills. Your ideas will be valued, your efforts recognized, your growth fostered, your contributions rewarded, and your successes celebrated.
 
Skills & Requirements
You'll work closely with top tier delivery systems, supporting high value integrations with EMRs, and implementing tools that make patients’ and providers’ lives better. You'll be responsible for understanding and anticipating delivery system needs, ensuring their successful onboarding, and supporting them in getting ongoing value from our software.
 
Specifically, in this role, you’ll:
  • Guide our partners through the product onboarding process
  • Collaborate closely with customers to identify and execute opportunities to build out their program - through operational touch points, marketing programs, digital access, and more!
  • Serve as a trusted, strategic advisor to your customers and as an advocate for your customers' unique needs
  • Help create high quality processes that support our clients’ success
 
To do well, you'll need to be highly organized, have exceptional communication skills, and a strong sense of urgency. We're looking for someone who eagerly seeks responsibility and isn’t afraid of a challenge. This role requires you to be a critical thinker - able to break down complex and, at times, technical processes into easily understood issues that can be triaged, tracked and resolved. Your role will be key to ensuring that mistakes don’t get repeated - you’ll establish and manage appropriate tools, guidelines, and documentation to identify and resolve problems, as well as prevent them from happening. You'll need to draw from a wide range of skills; participating in client presentations to C-Level executives, writing professional-grade documentation, training and supporting clinicians, developing marketing programs, and evaluating potential software solutions to solve problems we encounter. You’ll play a key role in building the tools and processes others will follow, helping us continue to scale as our software becomes more widely adopted.
 
You’ll likely need a BA/BS with at least 6-7 years of prior experience. An MBA is a bonus, but not required. Preference will be given to people with a project management background in healthcare or healthcare IT, but we believe that talent is more important than training or specific knowledge. Examples of additional areas of valuable experience are change management, marketing strategy, account management, customer success, and software implementation.
 
Cultural fit is also critical. We’re looking for someone who is open minded, actively shares their ideas, and won’t accept mediocrity. We want someone who works well in an innovative, close-knit team, someone passionate and driven to create something valuable, help people live better lives, and have fun along the way.
 
There is no cookie-cutter outline for this position. If you are passionate about it and believe you could be a good fit, we want to hear from you.
 
A Great Place To Work
One of the most exciting startups in Portland, we've already been recognized as a leader in virtual care by Forrester and named a Gartner Cool Vendor. We've closed our second major round of funding and are actively implementing with clinical partners who are leaders in healthcare innovation. Our team has grown to a fantastic group of individuals who are dedicated to leading the industry into the future of healthcare delivery.
 
We're glad that you're interested in being part of a team that's driven to make a difference. At Bright.md, your ideas will be valued, your efforts recognized, your growth fostered, contributions rewarded, and successes celebrated. You'll have the autonomy to allow your talents to shine, and we'll provide the support you need to develop your interests and skills.
 
We offer a great set of benefits, including employee ownership through great stock options, health insurance with premiums coverage, a 401K program, parental leave coverage, pre-tax transportation dollars, and more.
 
On top of that, you'll be working with a team that knows how to have fun and supports all aspects of  living. We play games in the office, run company-sponsored races together, have team lunches, picnics,  and happy hours, and host celebrations for milestones big and small. We value volunteering - from bagging vegetables at the Oregon Food Bank to removing invasive species from local parks, big groups and small make time to support our community. We recognize that life doesn’t fit neatly into boxes, which is why you’ll sometimes see furry companions under desks and small children curled up on bean bag chairs.
 
We're Already Delighting Patients And Providers
We've closed two major rounds of funding, are actively implementing with some very exciting clients, and have already grown the team to a fantastic group of individuals who are dedicated to leading the industry into the future of healthcare delivery. We're ready for you to help us grow further - so come join us and transform healthcare into what it can and should be!