Customer Success Manager

ResMed Inc; Peachtree Corners (GA); On-site; USD 85,000 - 125,000; Full time

Job summary

ResMed Inc, through Brightree, seeks a Customer Success Manager to partner with healthcare providers, drive adoption of Brightree solutions, and deliver measurable outcomes. You will align business goals with customer leaders, monitor performance, and identify opportunities to expand product usage while ensuring high satisfaction and value realization.

In this role, you’ll leverage HME/Home Infusion operations knowledge and process improvement experience to support retention, efficiency, and

Qualifications

• Experience in HME operations or Home Infusion operations preferred.
• Proven track record in process improvement and operational efficiency initiatives.
• Strong consultative and communication skills with senior stakeholders.

Responsibilities

• Partner with executive stakeholders to align goals and define success strategies.
• Monitor customer performance and lead initiatives to improve retention and outcomes.
• Manage multiple customer relationships and drive adoption and expansion.
• Lead business reviews with strategic insights and recommendations.
• Assess workflows and system use to suggest efficiency improvements.
• Gather business requirements and facilitate sessions for enhanced functionality.
• Troubleshoot customer questions and resolve issues collaboratively.

Skills

HME operations

Process improvement

Customer engagement

Relationship building

Presentation skills

Excel

Education

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

Tools

Brightree Business Management Solution

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 escalate 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. If this sounds like the workplace for you, we commit to respond to every applicant.

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). Visit www.brightree.com to learn more. As a global leader in health technology, ResMed has developed transformative cloud‑connected medical devices and solutions for people with sleep apnea, COPD, and other chronic diseases. Today the company is applying this digital health expertise more broadly through the SaaS business, offering comprehensive software platforms that support healthcare providers in settings outside of the hospital. With this full suite of cloud‑based EHR and business management systems supporting all aspects of care delivery for both home‑ and facility‑based organizations, ResMed SaaS is changing the way care is delivered.

ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. (US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E‑Verify Employer. ResMed is a smoke‑free workplace. We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant!