Sr. Customer Success Specialist

Brightree; Austin (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading healthcare technology company is seeking a Sr. Customer Success Specialist to enhance client relationships and optimize resupply processes. The role involves proactive customer engagement, data analysis, and collaboration with internal teams to ensure high-quality service delivery. Ideal candidates will have a background in healthcare and customer success, along with strong communication and organizational skills.

Qualifications

• Minimum 2 years in the Healthcare Industry.
• Minimum 2 years in Customer Success roles.
• Proficiency in Microsoft Office, especially Excel, Access, and PowerPoint.

Responsibilities

• Serve as the first escalation point for high-touch customer care.
• Manage client relationships, ensuring timely communication and follow-up.
• Analyze operational data to identify trends and opportunities.

Skills

Relationship Management

Collaboration

Communication

Project Management

Organizational Skills

Education

Bachelor’s degree or equivalent experience in Healthcare

Tools

Microsoft Office

Job description

Join to apply for the Sr. Customer Success Specialist role at Brightree

Brightree, a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD), offers cloud-based patient management software aimed at improving healthcare outcomes. At Brightree, we value innovation, people, and making a positive impact on our customers and patients.

The Sr. Customer Success Specialist utilizes broad knowledge of Brightree Resupply products and services to assess customer processes and adoption, providing recommendations to improve efficiency, ROI, and overall success. The role involves proactive engagement with customers to identify challenges and opportunities, helping build sustainable resupply businesses that support better patient care and optimized revenue.

Responsibilities

1. Serve as the first escalation point for high-touch customer care, responding promptly and effectively.
2. Manage client relationships, ensuring timely communication and follow-up.
3. Ensure quality and turnaround time service level agreements through proactive issue resolution and escalation.
4. Collaborate with team members and leadership to address unresolved issues and monitor customer satisfaction.
5. Monitor financial and operational data to create and implement action plans for achieving objectives.
6. Analyze operational data to identify trends and opportunities, providing actionable insights.
7. Conduct monthly reviews using risk analysis to optimize resupply processes.
8. Perform manual data entry and clean-up, communicating findings effectively.
9. Design and execute client-specific optimization and training plans.
10. Maintain strong client relationships through consistent communication.
11. Stay informed on Brightree products and industry regulations.
12. Identify opportunities for expansion and cross-selling.
13. Partner with internal teams to resolve contractual and system issues.

Qualifications and Experience

1. Minimum 2 years in the Healthcare Industry.
2. Minimum 2 years in Customer Success roles.
3. Strong relationship management and collaboration skills.
4. Bachelor’s degree or equivalent experience in Healthcare.
5. Understanding of KPIs and revenue impact.
6. Excellent organizational, communication, and project management skills.
7. Proficiency in Microsoft Office, especially Excel, Access, and PowerPoint.
8. Ability to work remotely and independently.
9. Hands-on experience with HME Resupply programs.

Join us to be part of a culture driven by excellence, diversity, and innovation. If you're ready to make a difference, apply now. We commit to responding to every applicant.