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[Hiring] Senior Customer Success Specialist @ResMed
Role Description
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.
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.
Qualifications
- 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.
Benefits
- Comprehensive medical, dental, vision, and life insurance.
- Disability coverage.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) programs.
- Commuter benefits.
- 401(k) and Employee Stock Purchase Plan.
- Employee Assistance Program.
- Tuition assistance.
- Generous paid time off and paid holidays.
- Caregiver leave.
