Sr. Customer Success Specialist
ResMed
Summary
Join Brightree Patient Collections, part of ResMed, as a Senior Customer Success Specialist and become a trusted advisor to a portfolio of healthcare customers. In this role, you'll build strong client relationships, deliver strategic guidance, and help customers maximize the value of their billing and collections programs. You'll partner with clients to identify opportunities, solve complex challenges, and improve revenue cycle performance while serving as their primary point of contact. If you enjoy combining customer partnership, financial insight, and problem-solving to drive measurable results, this is an opportunity to make a meaningful impact for both customers and the patients they serve.
Job description
What You'll Do
- Serve as the primary point of contact for assigned customers, building trusted relationships that support long-term satisfaction, retention, and success.
- Coordinate and facilitate customer training, helping clients effectively utilize solutions and achieve business objectives.
- Maintain regular customer touchpoints to ensure proactive communication, alignment on priorities, and visibility into emerging needs.
- Analyze customer data, trends, and operational challenges to identify issues, uncover opportunities, and recommend practical solutions.
- Partner with clients to identify revenue management challenges and improve financial performance through informed, data-driven recommendations.
- Recommend and implement corrective actions that help resolve outstanding financial issues and support stronger collection outcomes.
- Collaborate with internal partners and fellow account managers to enhance programs, improve customer experiences, and drive greater value from solutions.
- Monitor account health and performance, helping customers achieve their goals while strengthening business results.
What You Bring
- Associate's degree required; bachelor's degree preferred.
- 1–3 years of account management, business-to-business sales, customer success, or related experience.
- Experience in the HME/DME industry and medical billing.
- Experience working with home health billing software.
- Advanced analytical skills with the ability to evaluate information, identify trends, and develop actionable recommendations.
- Strong customer service and problem-solving skills with a focus on delivering effective solutions.
- Business and financial acumen with the ability to align customer goals to business outcomes.
- Excellent verbal, written, and presentation skills.
- Ability to communicate and influence effectively across a variety of stakeholder levels, including executive audiences.
- Strong organizational skills with the ability to manage multiple priorities and maintain attention to detail.
- Proficiency with Microsoft Office applications.
Nice to Have
- Bachelor's degree.
- Financial analysis experience.
What Sets You Apart
- Customer Advocate — You build trust quickly and consistently seek solutions that create value for customers.
- Analytical Curiosity — You look beyond surface-level issues to uncover root causes and meaningful opportunities for improvement.
- Ownership Mindset — You take initiative, follow through on commitments, and stay accountable for results.
- Relationship Builder — You foster productive partnerships that encourage collaboration and long-term success.
- Adaptability — You remain effective when priorities shift and can balance multiple demands without losing focus.
- Integrity First — You approach every interaction with professionalism, transparency, and sound judgment.
Requirements
- Associate's degree required; bachelor's degree preferred.
- 1–3 years of account management, business-to-business sales, customer success, or related experience.
- Experience in the HME/DME industry and medical billing.
- Experience working with home health billing software.
- Advanced analytical skills with the ability to evaluate information, identify trends, and develop actionable recommendations.
- Strong customer service and problem-solving skills with a focus on delivering effective solutions.
- Business and financial acumen with the ability to align customer goals to business outcomes.
- Excellent verbal, written, and presentation skills.
- Ability to communicate and influence effectively across a variety of stakeholder levels, including executive audiences.
- Strong organizational skills with the ability to manage multiple priorities and maintain attention to detail.
- Proficiency with Microsoft Office applications.
Benefits
- Medical, Dental & Vision
- Life Insurance
- Disability Coverage
- HSA & FSA
- Commuter Benefits
- 401(k)
- Employee Stock Purchase Plan
- Employee Assistance Program
- Tuition Assistance
- Paid Time Off
- Paid Holidays
- Caregiver Leave
Company overview
ResMed is a global leader in connected health solutions specializing in sleep apnea and respiratory care. Founded over 30 years ago, the company pioneers innovative cloud-connected medical devices and digital health technologies that transform care for millions of people worldwide. Headquartered in San Diego, California, ResMed operates in more than 140 countries with a team of over 10,000 employees. The company's comprehensive product portfolio includes CPAP machines, ventilators, masks, and accessories for treating sleep apnea, COPD, and other chronic respiratory conditions. ResMed's digital ecosystem features AI-powered platforms like AirView for remote patient monitoring and myAir for patient engagement, enabling personalized home healthcare. As a publicly traded company (NYSE: RMD, ASX: RMD), ResMed has established itself as the world leader in sleep health technology, with more than 30 million cloud-connectable devices in the market and over 23 billion nights of clinical respiratory data collected. The company's mission focuses on improving quality of life, reducing chronic disease impact, and lowering healthcare costs through innovative connected health solutions.