Customer Success Manager

Resmed; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

ResMed, through Brightree, seeks a Customer Success Manager to partner with healthcare providers, drive adoption, and deliver measurable value across patient care workflows.

You will monitor performance, manage multiple client relationships, and guide strategic initiatives to improve retention and long-term growth. Travel up to 30% may be required in this fast-paced, collaborative environment.

Qualifications

• Bachelor's degree or equivalent financial and business acumen.
• Experience in HME or Home Infusion operations preferred.
• Experience delivering customer success or account management with strategic customers.

Responsibilities

• Partner with executive stakeholders to define success strategies and ensure value realization.
• Monitor customer performance and address risks to improve retention.
• Manage multiple customer relationships and drive projects and action plans.
• Identify opportunities to expand product adoption and align solutions.
• Lead quarterly and annual business reviews with strategic insights.
• Assess workflows and system utilization to recommend efficiency gains.
• Facilitate customer sessions to gather business/technical requirements.
• Research, troubleshoot, and resolve customer questions with collaboration.
• Stay current on industry trends and Brightree capabilities for guidance.
• Identify risks early and escalate barriers to maintain engagement.

Skills

HME operations management

Home Infusion operations

Business process improvement

Customer relationship management

Consultative selling and presentation

Software implementations

Workflow analysis

Medical billing & reimbursement

Problem-solving & conflict resolution

Multi-priority management

Microsoft Office (Excel/Word/PowerPt/)

Travel up to 20-30%

Education

Bachelor's degree in Business, Finance, IT or related field

Tools

Brightree Business Management Solution

Gainsight

Job description

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.

What You’ll Do

• 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 escalates barriers to ensure strong customer engagement and successful outcomes.

What You Bring

• 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%.

Nice to Have

• 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.

What Sets You Apart

• 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 before they become larger issues.
• Relationship Builder — You create strong partnerships across different stakeholder groups and levels of an organization.
• Ownership Mentality — You take responsibility for outcomes and follow through on commitments.
• Continuous Improvement Focus — You look for better ways of working and help customers realize greater value over time.

Why Join ResMed

At ResMed, our mission is to help people live healthier, higher-quality lives through innovative healthcare technology. As part of Brightree, you’ll work with organizations that provide critical care and services to patients every day. Your work will directly help customers improve operational performance, increase efficiency, and focus more of their time on patient care. You’ll join a collaborative team that values expertise, customer impact, and continuous improvement while helping advance our goal of changing 500 million lives by 2030. 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.

We commit to respond to every applicant. Resmed (NYSE:RMD, ASX: RMD) creates life-changing health technologies that people love. We’re relentlessly committed to pioneering innovative technology to empower millions of people in more than 140 countries to live happier, healthier lives. Our AI‑powered digital health solutions, cloud‑connected devices and intelligent software make home healthcare more personalized, accessible and effective. Ultimately, Resmed envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home.