Brightree

Role Description This role serves as a senior individual contributor responsible for leading partnership-driven marketing initiatives across the Americas. The Senior Marketing Manager will develop and execute integrated, consumer-focused marketing strategies that drive awareness, engagement, and conversion for Resmed’s core sleep therapy products. This position plays a critical role in connecting partnership ecosystems, digital marketing channels, and customer journeys to deliver measurable business growth. The role is remote within the U.S., with a preference for candidates located on the West Coast. - Lead the development and execution of strategic marketing programs focused primarily on high-impact partnerships (e.g., Oura, sleep-related partners). - Define campaign objectives, success metrics, and ROI, ensuring alignment with broader business goals and growth targets. - Design and oversee end-to-end customer journeys—from awareness and education through conversion—leveraging partner ecosystems and owned digital channels. - Collaborate cross-functionally with internal teams (digital marketing, omnichannel, product, analytics, and MarComms) to execute integrated campaigns across web, social, and other digital channels. - Partner closely with external organizations and marketing counterparts to co-develop campaigns, align messaging, and ensure seamless execution. - Lead the development of campaign briefs and creative briefs, and manage external agencies to deliver high-quality marketing assets. - Oversee campaign execution end-to-end, including approvals (e.g., regulatory/MLR), timelines, and cross-functional coordination. - Drive performance marketing efforts (including mid- and upper-funnel initiatives) to generate qualified leads and support revenue growth. - Measure and report campaign performance using analytics platforms, partnering with data teams to develop dashboards and insights for leadership reporting (e.g., QBRs). - Continuously optimize campaigns using data, insights, and testing, and explore innovative tools (including AI) to improve marketing effectiveness. Qualifications - Bachelor’s degree in marketing, Business, Communications, or a related field required. - 8+ years of marketing experience, with a strong focus on consumer-driven, multi-channel campaign strategy and execution. - Direct-to-Consumer marketing experience required, with a deep understanding of customer journeys and consumer behavior. Requirements - Proven experience leading end-to-end, integrated marketing campaigns (strategy through execution). - Experience in partnership or co-marketing initiatives, including working with external partners. - Demonstrated ability to influence cross-functional stakeholders without direct authority. - Strong balance of strategic thinking and hands-on execution. - Analytical mindset with experience measuring campaign performance and driving insights. - Experience managing agencies and developing campaign/creative briefs. - Familiarity with digital and omnichannel marketing (web, social, lead generation). - Background in consumer brands or agency environments preferred. - Interest in leveraging AI tools to enhance marketing effectiveness. Benefits - Comprehensive medical, vision, dental, and life insurance. - AD&D, short-term and long-term disability insurance. - Sleep care management. - Health Savings Account (HSA) and Flexible Spending Account (FSA). - Commuter benefits. - 401(k) and Employee Stock Purchase Plan (ESPP). - Employee Assistance Program (EAP) and tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

• Handle a high volume of primarily outbound calls, ensuring patients receive the healthcare supplies needed to support their ongoing care • Create and submit patient orders, accurately complete account updates, and manage multiple systems simultaneously • Partner with internal teams to resolve patient and order-related issues • Meet established performance goals for productivity, quality, and service excellence • Perform additional duties as assigned

Role Description The Manager, Solutions Consultant is responsible for leading a team of high-performing solution consultants while actively supporting the sales organization by delivering compelling, value-driven product demonstrations and technical expertise. This role bridges sales, product, and client success, ensuring that prospects and customers clearly understand how Brightree solutions drive measurable outcomes - reducing manual work, improving patient engagement, and accelerating revenue cycles. Additionally, this leader will evolve the organization from a traditional demo-driven approach to a more consultative, solution-focused engagement model that improves customer experience and increases win rates. Responsibilities - Team Leadership & Development - Lead, coach, and develop a team of Solutions Consultants supporting Brightree’s portfolio (e.g., Mobile Delivery, IDA, eForms, Patient Hub, eFax, Advanced Analytics, etc.) - Establish performance expectations, KPIs, and continuous improvement plans - Conduct regular deal reviews, call coaching, and structured demo feedback sessions - Build playbooks and standardize modern demo strategies across the team - Coach teams on discovery-led, consultative demo approaches vs. traditional “show and tell” - Partner with Sales Leadership to align on pipeline priorities and resource allocation - Pre-Sales Strategy & Execution - Partner with Account Executives to develop winning strategies for complex opportunities - Lead and support discovery conversations to uncover operational inefficiencies, workflows, and business drivers within HME/DME and Pharmacy Infusion organizations - Translate client challenges into tailored Brightree solutions with clear ROI and measurable outcomes - Deliver high-impact, outcome-focused product demonstrations tied directly to customer pain points - Support RFP/RFI responses and technical validations - Elevate the sales cycle from “demo-driven” to solution-based storytelling and value realization - Solution Expertise & Messaging - Serve as a subject matter expert across Brightree’s solution suite - Ensure all messaging is accurate, compliant, and aligned with real-world workflows and product capabilities - Communicate differentiated value vs. competitors - Position automation-first workflows that eliminate redundancy and improve scalability - Guide the team to present solutions aligned to customer roles (executive, operational, billing, clinical stakeholders) - Cross-Functional Collaboration - Partner with Product Management to relay market feedback and influence roadmap priorities - Align with Implementation and Client Success teams to ensure smooth post-sale transitions - Collaborate with Marketing on demo assets, competitive positioning, and event strategy - Support industry events, conferences (e.g., Medtrade, VGM, NHIA), and webinars - Partner on product launches and enablement efforts across the organization - Operational Excellence - Track and report on team performance metrics (win rates, demo conversion, deal velocity) - Maintain consistent CRM hygiene and documentation - Optimize demo environments, scenarios, and use cases for different buyer personas - Evaluate and modernize demo tools and platforms (e.g., interactive demos, guided walkthroughs) - Identify opportunities to scale the function through tools, automation, and improved processes Qualifications - 7+ years of experience in pre-sales, solutions consulting, or healthcare technology - 2+ years of experience leading, coaching, or mentoring a team - Strong understanding of consultative selling and value-based demonstration methodologies - Deep knowledge of HME/DME workflows, revenue cycle, and compliance requirements - Proven ability to support complex, multi-stakeholder sales cycles - Strong communication skills with the ability to influence both executives and operational users - Experience translating technical capabilities into business outcomes and ROI Preferred Qualifications - Experience with Brightree or similar platforms (e.g., HME software, EMR, RCM solutions) - Background in workflow automation, document management, or patient engagement technologies - Experience building scalable demo frameworks and sales playbooks - Familiarity with competitive landscape and healthcare technology trends - Experience with demo methodologies (e.g., Great Demo) or sales frameworks (e.g., Sandler, Challenger) - Experience evaluating or implementing demo tools (e.g., interactive/guided demo platforms like Storylane) - Ability to travel up to 50% as needed for customer engagements, trade shows, and team support Benefits - Comprehensive medical, vision, dental, and life insurance - AD&D, short-term and long-term disability insurance - Sleep care management - Health Savings Account (HSA) - Flexible Spending Account (FSA) - Commuter benefits - 401(k) - Employee Stock Purchase Plan (ESPP) - Employee Assistance Program (EAP) - Tuition assistance - Fifteen days Paid Time Off (PTO) in the first year of employment - 11 paid holidays plus 3 floating days - 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members

Role Description At Brightree, we're building a world-class Sales Development organization, and we're looking for a Manager, Sales Development to lead that transformation. This role is responsible for driving the strategy, execution, and performance of our Sales Development Representative (SDR) team while establishing the processes, coaching framework, and operational rigor needed to accelerate pipeline growth. As a people leader, you will coach and develop SDRs, oversee day-to-day operations, partner closely with Marketing and Sales leadership, and continuously optimize lead generation and qualification efforts. You will play a critical role in ensuring our SDR team is focused on high-value customer engagement while delivering measurable pipeline contribution across Brightree's portfolio of solutions. This is an exciting opportunity for a strategic yet hands-on leader who thrives in a fast-paced SaaS environment and is passionate about building high-performing teams. What You'll Do - Team Leadership & Development - Lead, coach, and develop a team of Sales Development Representatives to achieve performance and pipeline goals. - Foster a culture of accountability, continuous learning, and professional growth. - Support hiring, onboarding, performance management, and career development initiatives. - Pipeline Generation & Revenue Growth - Drive pipeline creation through effective prospecting, lead qualification, and outbound engagement strategies. - Monitor key performance metrics, forecasting, and opportunity creation to ensure target attainment. - Partner with Sales leadership to align SDR activities with revenue objectives and market priorities. - Operational Excellence - Build and optimize scalable SDR processes, workflows, and best practices. - Leverage data, analytics, and technology to improve productivity, conversion rates, and team effectiveness. - Develop and optimize outreach strategies, campaign execution plans, and account prioritization frameworks. - Cross-Functional Collaboration - Partner closely with Marketing to develop targeted campaigns, lead generation initiatives, and prospecting strategies. - Collaborate with Sales, Revenue Operations, and other stakeholders to drive pipeline growth and operational success. - Serve as a key contributor in building and scaling a world-class sales development organization. Qualifications - Required: - Bachelor's degree or equivalent combination of education and experience. - Minimum of 8 years of experience in Sales Development, Business Development, Inside Sales, or related sales functions. - 2+ years of experience coaching, leading, and developing employees in a metrics-driven environment. - Experience working within a SaaS, technology, or software-driven sales environment. - Experience managing pipeline generation, forecasting, lead qualification, and sales performance metrics. - Experience leveraging CRM, sales engagement, and reporting tools to drive team performance and decision-making. - Strong analytical, communication, and stakeholder management skills. - Experience with Salesforce and sales productivity tools. - Preferred: - Experience leading SDR or Business Development teams within a high-growth SaaS organization. - Proven success building, scaling, or transforming sales development programs. - Experience with Salesforce, Gong Engage, Tableau, or similar sales technologies. - Healthcare technology or healthcare SaaS experience. - Demonstrated ability to partner effectively with Marketing and Revenue teams to drive demand generation and pipeline growth. Benefits - Comprehensive medical, vision, dental, and life insurance. - AD&D, short-term and long-term disability insurance. - Sleep care management. - Health Savings Account (HSA) and Flexible Spending Account (FSA). - Commuter benefits. - 401(k) and Employee Stock Purchase Plan (ESPP). - Employee Assistance Program (EAP) and tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Role Description Customer Support is evolving towards more scalable, intelligence-driven operation – reducing manual effort, improving customer self-service, and leveraging AI to deliver faster, more consistent outcomes. The Senior AI Solutions Engineer is responsible for implementing, optimizing, and continuously improving AI-powered capabilities across Customer Support, ensuring the toolset delivers measurable impact. This role will translate business needs into scalable AI solutions and enable the organization to work more efficiently, consistently and intelligently over time. - Partner with support management to identify, prioritize, and execute automation opportunities - Identify and recommend automation opportunities across the customer support lifecycle - Configure, implement, and optimize AI-driven capabilities - Support testing, validation, and iteration of AI solutions to ensure reliability and effectiveness in production - Act as a hands-on operational SME, focused on improving how AI is applied within day-to-day support workflows - Recommend success metrics and continuously monitor performance of AI and optimize based on results - Leverage all related data sources to: - Track customer journeys across touchpoints - Analyze customer usage and engagement patterns - Identify opportunities to improve adoption, engagement, and efficiency - Translate insights into actionable changes and targeted adjustments, including workflow updates, model tuning, and automation enhancements - Create repeatable frameworks for evaluating and scaling new AI use cases - Translate operational needs into technical requirements and solutions - Troubleshoot and resolve issues with AI tools, workflows, and integrations in sandbox and production environments - Monitor and optimize AI agent performance using analytics and QA tools to ensure accuracy, efficiency, and continuous improvement - Partner with support management to execute against defined priorities and deliver solutions at scale - Document configurations, processes, and operational best practices of AI solutions to support scalability and consistency - Act as a hands-on subject matter expert, driving continuous improvement in AI-enabled support operations Qualifications - Demonstrated experience applying AI, automation, or advanced technologies in a live operational or business environment - Direct ownership of use cases such as: - Implementing AI-driven workflows (e.g., case routing, classification, summarization, or self-service automation) - Deploying or optimizing conversational AI (e.g., virtual agents, copilots, or guided interactions) in production environments - Integrating AI solutions across platforms (e.g., CRM, knowledge, community, or data layers) to drive end-to-end workflow improvements - Measuring impact through defined KPIs (e.g., deflection, handle time reduction, agent productivity, or adoption) and iterating based on results - Scaling solutions beyond pilot phases into repeatable, governed processes across teams - Hands-on experience with enterprise AI platforms such as Salesforce Agentforce, Data360, including configuration, optimization, and performance monitoring in a production environment - Experience operating AI solutions within defined governance models, including quality thresholds, risk management, and ongoing performance accountability - Salesforce Agentforce Certification - Strong understanding of system workflows, integrations, and data-driven decision making - Experience working across multiple platforms and understanding system interdependencies - Familiarity with AI-driven capabilities such as search, classification, summarization, or conversational systems - Experience working within or supporting customer service or operations environments - Strong understanding of support workflows, agent experience, and self-service design principles - Ability to identify opportunities to improve efficiency, scalability, and customer experience through automation - Ability to analyze complex, ambiguous problems and develop scalable, effective solutions - Experience monitoring performance metrics and evaluating outcomes to drive continuous improvement - Strong critical thinking skills, including evaluating trade-offs and adapting approaches based on results - Ability to think across end-to-end workflows and understand how systems interact - Experience optimizing processes and improving performance over time - not just initial implementation - Experience identifying new opportunities for automation and operational efficiency - Strong communication skills with the ability to translate technical concepts into business impact - Ability to operate with autonomy in a fast-paced, collaborative, customer-focused environment - Experience working in a remote environment - Bachelor’s degree or equivalent experience in Computer Science, Engineering, Data, or a related field Benefits - 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, apply now! - We commit to respond to every applicant.

Role Description As a Senior Customer Support Specialist, you will play a critical role in delivering an exceptional customer experience by resolving complex issues and serving as a trusted advisor to our clients. In this role, you will provide consultative support on Brightree’s platform, helping customers maximize the value of our solutions. Ideal shift is 9am - 6pm ET. - Deliver high-quality, consultative support for Brightree applications and related services in a professional, efficient, and customer-focused manner. - Diagnose and resolve a wide range of customer issues—including system configuration, product functionality, and defects—via phone and electronic communication channels. - Investigate and troubleshoot complex issues that may not have standard documented solutions, using critical thinking and creativity. - Create and maintain detailed documentation, including knowledge base articles, issue logs, and resolution steps to support internal teams and customers. - Identify trends or systemic issues that may impact multiple customers and proactively communicate insights, risks, and recommended solutions. - Accurately track and manage all support interactions, ensuring timely follow-up and thorough documentation. - Partner cross-functionally with Product, Engineering, and other internal teams to escalate and resolve issues effectively. - Stay current on Brightree product updates, enhancements, and industry trends to provide informed guidance to customers. - Act as a subject matter expert and mentor to team members, sharing knowledge and promoting best practices. - Contribute to continuous process improvements that enhance the overall customer support experience. Qualifications - 3+ years of experience in SaaS customer support, application support, or help desk environments supporting external customers. - Strong technical aptitude with the ability to troubleshoot complex issues using a logical, structured approach. - Experience with SQL. - Experience with Brightree software. - Proven ability to manage and resolve challenging customer situations with professionalism and urgency. - Excellent communication, interpersonal, and customer service skills. - Strong attention to detail with the ability to document issues clearly and accurately. - Ability to thrive in a fast-paced, collaborative, and customer-centric environment. - Self-starter with a strong sense of ownership, accountability, and continuous improvement. - Proficiency in Microsoft Office (Outlook, Word, Excel). - Bachelor’s degree in Business, Technology, Computer Science, or related field (or equivalent practical experience). - Experience supporting SaaS platforms or business management software. - Familiarity with healthcare, post-acute care, or related industries. - Experience contributing to or maintaining knowledge base systems. - Experience working in a remote or distributed team environment. Benefits - Comprehensive medical, vision, dental, and life insurance. - AD&D, short-term and long-term disability insurance. - Sleep care management. - Health Savings Account (HSA). - Flexible Spending Account (FSA). - Commuter benefits. - 401(k). - Employee Stock Purchase Plan (ESPP). - Employee Assistance Program (EAP). - Tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

• Lead Resmed Canada’s integrated provider and consumer marketing strategy • Serve as the strategic marketing partner to the Canadian commercial leadership team • Create all campaign and creative briefs • Develop province-specific marketing plans • Drive omnichannel programs focused on sleep apnea awareness • Lead marketing initiatives supporting myAir, rePAP, and reSupply • Prioritize marketing investments to maximize revenue growth • Partner with Sales, Product, Digital, and Communications teams • Measure campaign performance using insights and market intelligence • Build strong relationships with healthcare professionals and key stakeholders

Role Description The Senior Manager, Customer Success role is central to Brightree’s ability to deliver consistent customer experience focused on increasing adoption, improving efficiency, and preventing churn. Reporting to the Head of Customer Success, this role is responsible for leading and mentoring the Senior Customer Success Manager team with oversight of the Customer Success team. The Senior Manager is an expert at leading a highly experienced team in managing customer relationships, identifying expansion opportunities, and mitigating risk. The Senior Manager plays an active role in engaging with strategic customers across a broad scope of initiatives. Key Accountabilities and Responsibilities: - Voice of Customer for Internal Collaboration: - Regularly interacts with executives and/or key business partners. - Engages and collaborates regularly with Executive leadership and cross-functional teams to develop and execute the overall business strategy. - Contributes to cross-functional internal programs that support the ongoing success of the business by applying broad knowledge and experience to solve complex challenges. - Looks beyond existing methodologies and own discipline to define and resolve complex problems, has in-depth knowledge of organizational objectives. - Expansion & Revenue Retention: - Identifies and implements processes and tools to support customer success at scale. - Plans and executes strategies to drive new revenue opportunities within existing customer base. - Leads team in managing customer relationships, driving customer ROI, and managing churn. - Development of Resmed Strategy and SOPs: - Implements organization strategies through the effective direction and management of employees and resources. - Focuses on the development and implementation of strategic and operational objectives that help achieve organizational mission. - Lead Staff Development: - Provides leadership to managers, supervisors and/or professional roles. - Responsible to lead and mentor a large number of employees including those with highly technical responsibilities. - Manage and Execute Customer Negotiations & Escalations: - Successfully employs special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization. - Owns escalation path for high touch client relations, responding with urgency, clarity, competence, and swift fulfillment of service requests. - Deeply understands HME industry and operations. - Travels up to 65% overnight based on business needs. Qualifications - Minimum 8 years of HME experience required. - Minimum 12 years of related experience leading customer-facing teams. - Experience leading teams of 15+. - P&L Management Experience. - Blend of Sales and Operational leadership experience. - Experience leading multiple teams simultaneously, with cross-functional team leadership experience. - Proven ability to coach and mentor a team with various experience levels. - Demonstrated versatility. - Proven success in executing change management initiatives and driving measurable results. - Proven ability to manage multiple priorities and respond with urgency to customer needs. - Strong interpersonal and communication skills. - Demonstrated versatility and problem-solving ability. - Maintains strong understanding of HME industry trends and customer needs. - Industry relationships with customers, partners, and advocacy groups a plus. - Bachelor’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 services. - Software implementation experience recommended. - Professional 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. Benefits - Comprehensive medical, vision, dental, and life insurance. - AD&D, short-term and long-term disability insurance. - Sleep care management. - Health Savings Account (HSA). - Flexible Spending Account (FSA). - Commuter benefits. - 401(k). - Employee Stock Purchase Plan (ESPP). - Employee Assistance Program (EAP). - Tuition assistance. - Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment. - Receive 11 paid holidays plus 3 floating days. - Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

• Manage inbound and outbound calls with patients to support resupply of existing products • Handle high-volume (100+) inbound and outbound calls per day • Serve as the primary point of contact for creating and booking patient orders • Complete tasks accurately and on time • Collaborate with internal and external teams to resolve issues • Monitor performance metrics and meet quality and service-level standards • Deliver exceptional customer service while effectively multitasking across multiple accounts

• Lead end-to-end delivery of complex SaaS implementation projects, including scoping, requirements gathering, configuration, integration, testing, training, and go-live • Develop and manage detailed project plans, schedules, resource assignments, risk registers, communication plans, and financial forecasts • Oversee multiple enterprise-level customer projects simultaneously, ensuring coordination and organization • Ensure all deliverables meet contractual requirements, quality standards, and professional services expectations • Serve as the primary point of contact for customers throughout the implementation lifecycle, setting and managing expectations • Facilitate customer workshops, requirements sessions, status reviews, and executive updates • Proactively identify, track, and resolve risks, issues, and dependencies across workstreams; manage change requests and maintain alignment with scope and budget • Maintain strong program management practices, including RAID logs, decision tracking, and governance reporting • Collaborate with Product, Technical Services, Consulting, Support, and Training on solution design, integration planning, and testing readiness • Own project financials, including budgeting, forecasting, burn rate analysis, and revenue/margin protection • Support Sales during pre-sales cycles by contributing to scoping, estimating, deployment approaches, and customer presentations • Provide guidance and coaching to junior project managers or coordinators; contribute to standardized implementation methodologies • Lead post-implementation reviews, document lessons learned, and drive continuous improvement in delivery processes • Champion delivery excellence, customer value realization, and scalable implementation practices • Approximately 25% travel to customer sites, Brightree offices, or industry events within the United States