Manager, Customer Success

Let's talk about the teamThe Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services. Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing data-driven insights, recommendations, and best practices to support their goals. This team contributes to our overall mission of increasing adoption and optimizing HME operations thus allowing our customers to focus on patient care. Feedback from the Customer Success Team informs our product roadmap and helps align resources across Brightree towards our goal of having the most successful customers in the HME industry.Let’s talk about the roleThe Manager, Customer Success plays a critical leadership role within the Customer Success organization. Reporting to the Director of Customer Success, this role is responsible for leading and mentoring the Customer Success Manager (CSM) and Customer Success Specialist teams. The Manager, Customer Success ensures consistent execution of customer engagement strategies, drives adoption of Brightree solutions, supports operational excellence across the team, and actively works to grow revenue and mitigate risk. The Manager plays an active role in engaging with strategic customers across a broad scope of initiatives.Let's talk about Responsibilities:Executive‑level point of escalation for strategically significant customers.Build and maintain strong relationships with healthcare providers, enterprise clients, and internal leaders to support adoption, retention, and satisfaction.Manage and Execute Customer Negotiations & EscalationsSuccessfully employs special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organizationOwns escalation path for CSM and Specialist-managed accounts, responding with urgency and clarityLead Staff DevelopmentLeads and develops the Customer Success Manager and Specialist teams to drive customer ROI and satisfactionCoaches team members to identify and mitigate customer risk and promote long-term engagement while maintaining low churn levelsLead, mentor, and coach a team of individual contributors to achieve performance targets and long‑term career growth.Provides performance feedback and career development guidance to team membersExpansion & Revenue RetentionTeam execution of expansion goals and maintaining best in class net revenue retentionImplement processes and tools to support scalable customer success practices through multiple pathways; in-person, virtually and digitally.Execution & Monitoring of Resmed Strategy and SOPsImplement clear team and individual goals that align with company goals, objectives, KPIs, and operating rhythms to monitor team performance and drive accountability.Partners with the Director of Customer Success to align team goals with broader organizational objectivesSupports execution of strategies to increase adoption and optimize customer operationsExecution and monitoring of SOPs to verify consistency in customer experienceCollaborate with cross-functional teams to ensure alignment on customer priorities and initiativesTravels up to 40% overnight based on business needsLet's talk Qualifications & Experience:Ideal candidates bring a blend of healthcare domain expertise and business experience, with a passion for transforming platform adoption and outcomes through technology. Minimum 4 years of HME experience requiredMinimum 4 years of related experience leading customer-facing teamsProven success in executing change management initiatives and driving measurable results. Proven ability to manage multiple priorities and respond with urgency to customer needsStrong interpersonal and communication skillsDemonstrated versatility and problem-solving abilityMaintains strong understanding of HME industry trends and customer needsIndustry relationships with customers, partners, and advocacy groups a plusBachelor’s degree in business, education, nursing, healthcare administration, or a related field. Equivalent experience or certifications will be considered. Proficiency in Microsoft tools, Salesforce, Gainsight, and other platforms Experience working with Brightree software and servicesProfessional demeanor and commitment to excellence in conduct and appearance.Self-directed, motivated, resourceful learner with strong dedication and commitment level to the tasks at hand.Outstanding presentation, written, and verbal communication skills.Ability to work in a fast paced, high-pressure environment on a high performing and dynamic team. We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionall